FAQ
Q1 Contact Information
Q1 How can I contact Astrolux?
A1 Technical Support: [email protected]
A2 Wholesale Program: wholesale@astroluxlite.com
A3 Dropship Program: [email protected]
Q2 About shipping
Q2.1 Why hasn't my order been shipped yet?
A2.1 After you place an order, we will process the order within 48 hours. If the order is not processed for a long time, please contact [email protected] for any additional shipping questions.
Q2.2 Why have I not received my package?
A2.2 Due to the New Crown Pneumonia (COVID-19) epidemic, the delivery time of local logistics companies and the expected deviation may be delayed if the address is in a suburban or remote area. For any other inquiries, please contact us at [email protected] for any help.
Q2.3 How long does it usually take for me to receive the package?
A2.3 Normally 7-15 days after delivery from EU/US warehouse. In general, shipments from China warehouses will arrive within 15-75 days. (Please note that there may be delays due to the COVID-19, weather, etc.)
Q2.4 Why is there no logistics information for goods shipped from Chinese warehouses for a long time?
A2.4 Products shipped from warehouses in China are shipped to their destinations by air. But the goods need to be assembled at the distribution center before boarding the plane. During this period, the logistics information will not be updated temporarily. Once the goods arrive at your country's logistics provider to receive the package for delivery, the logistics information will be updated.
Q2.5 Why can't I buy batteries? How to get the battery?
Q2.5 Because of the transportation problems of electric products, pure batteries cannot be sent to some countries. Please try to buy a flashlight with battery in, then take the battery out when you receive it and you get a battery successfully, and you can use it on other flashlights.
Q3 About payment
Q3.1 What methods of payment can I use?
A3.1 Our website accepts Paypal, debit cards and credit cards.
For example, MasterCard, Visa, Discover, Amex and many more cards that support foreign currency transactions.
Q3.2 Why was my credit card declined?
A3.2 Please make sure your card details and personal information have been entered correctly. The following are some of the most common reasons why your credit card may be declined.
- You have not made a payment to your credit card issuer.
- That you do not have enough funds on your card to complete your purchase.
- you are making a purchase of a restricted item, such as an electronic cigarette or adult toy.
- The card has expired or the new card has not been activated.
- A partial system timeout.
- your card has been stolen or lost.
Can't see the credit card option? Credit card payments are only available in certain countries where our intermediaries are located. If you are unable to use a credit card, you can still choose another payment option, such as PayPal.
We do not have access to your credit card information, so if the problem persists, we recommend that you complete the transaction using another credit card or the payment method.
Q3.3 Why do I need to verify my identity when I pay by credit card?
A3.3 If we ask you to verify your identity, it is to protect the security of your account and to prevent fraud. You will receive an email from [email protected] to request verification of your identity.
Please reply and attach the following documents to the same email.
- A picture or scanned copy of your credit card showing only its last 4 digits and the cardholder's name.
- A picture or a scanned copy of your driver's license, passport or national identity card.
Please fill in your personal information (date of birth and similar information) and your ID/passport/driver's license number.
The information submitted will only be used to verify the authenticity of the cardholder's identity and will not be shared or sold to third parties.
Q4 About the order issues
Q4.1 What should I do if I have filled in the wrong address?
A4.1 The customer is responsible for entering a correct and complete shipping address. As soon as you realize that your address is not the one you wanted to select, please feel free to contact us. We will not be able to change it once your order has been shipped.
Q4.2 Do I have to pay VAT or other charges for my order?
A4.2 There are no other charges for products shipped to you by ASTROLUX brand, the order transaction amount is all the items you have paid for.
Q4.3 How do I cancel an order?
A4.3 To cancel an unprocessed order, please contact us as soon as possible.
If the estimated shipping date for your order has passed and has not yet been shipped, you may cancel your order and request a refund, which will be automatically returned to your payment account within the number of days listed here. Orders with packages already processed cannot be cancelled.
