Home > FAQ
1.Is it safe to order in Lightscastle?

Here at Lightscastle, we are serious about protecting our customers' personal information. To use our website, we don’t require you share personal information. However, we may need contact information in order to personalize your shopping experience, send you the latest product updates, and provide other useful info. We will also e-mail you to confirm your order and keep you updated on your order status. If we have a question about your order, we may contact you by e-mail or by phone. We will not sell, rent, trade, or give away individual, personally identifiable information entered on this site to any third parties. If you do not wish to receive updates or other material from us, you can simply change the settings on your account.

2.Can I buy high power lasers from you?

Please check with your local customs about laws and regulations on importing these high powered lasers before purchasing. Lightscastle is not responsible for any packages confiscated by the customs. When you purchase this item you are expressing agreement to this and the warranty terms.
Australian Customers: due to new regulations enforced by the Australian Customs, orders of 15mW lasers units shipped to Australia are no longer accepted. Orders that were previously accepted and unshipped will be cancelled and refunded to customers only.
United States Customers Only: due to new regulations enforced by the US FDA and PayPal, orders of >5mW lasers units shipped to the United States are no longer accepted. Orders that were previously accepted and unshipped will be cancelled and refunded to customers. This affects United States orders only.
Important FDA Warning for all >5mW Lasers: FDA advices all customers that these lasers may be purchased only if you are NOT a citizen of the United States and you are NOT currently living in the United States.

3.Do you provide free shipping and which shipping method do you provide?

All the orders placed in Lightscastle will be shipped free of charge. They will be sent via China post/Hong Kong Post for free. You can get an extra free tracking number.Customer who has special request on shipping can contact our customer service for help.

4.When will you send my order(s)?

All the orders will be sent in 1-5 days. And when the items you ordered is out of stock and can not be purchased in 5 days we’ll contact as soon as possible. You can either choose partial shipment or choose to change the product or apply a refund.

5.How long does it take for orders to reach me?

Usually it takes about 7-14 days for Hongkong post and Singpost to reach you after we sent out the parcel. With DHL the time reduces to 3-5 days to reach its destination. However, on occasion there may be some unexpected delays for many reasons such as weather. During public holidays such as Christmas, please understand that there may be additional delays. If you haven’t received your order in 20 days after the shipment, please contact us. We’ll help you track the parcel.

6.How are Tax and customs duties handled?

Because Lightscastle sends products from Hong Kong (a free port), there is no sales tax or duties imposed by the Hong Kong government. Customers do not have to pay any sales tax or export duties when they purchase from Lightscastle.

7.Which payment do you receive?

We accept payment via PayPal and Credit Card at this moment.

8.How Can I Know the Store Information?

To consult the store information and product information you can contact our online SKYPE or 24 hour hot line .You can also send an email to service@Lightscastle.com .We‘ll reply to you within 24 hours .

9.Can I cancel my order or change the items of the order ?

If you want to cancel the order or change the items, please contact our customer service. For each request, you should provide your email address or order number .If your order is still in our warehouse, we will be glad to help you cancel the order or change the products. If the order has already been shipped out, please wait until the parcel reaches you and send it back to us. When the parcel returns to our warehouse, we’ll refund you the payment excluding actual shipping fees already incurred.

10.What is the replacement policy ?

If you are not satisfied with the product you can contact our customer service to apply for a replacement or refund in 7 days after you receive it. If the request is not due to quality problems, you’ll be required to pay the shipping fees already incurred. The product should be sent back in the original packaging. If it is due to quality problems, we’ll be responsible for the shipping fees. In this case you should firstly contact us and give us the proof, in the form of pictures or videos. Upon request you either choose a replacement or refund.

11. When will a replacement be sent?

A replacement will be sent to you after you have returned the original item(s) and provided us with a valid tracking number or shipping document.

12.How long until I receive the refund?

Usually, if you have paid via Paypal, you will receive the refund in 24 hours when your application of refund was passed through.

13.How are warranties handled?

Repairs on defective merchandise are handled by the manufacturers and not by Lightscastle unless otherwise indicated.
If any item arrived damaged due to shipping, please contact the carrier, and Keep all shipping materials and contact us immediately.

14. What is your contact information?

You can contact us either by telephone/email/Skype.
Our telephone number is: +86-755-86008162/86207511
Our customer service email is: service@Lightscastle.com .
Skype id: service_lightscastle