How do I modify an order that has not been shipped?

📅 Estimated Total Delivery Time (Processing + Shipping)

🏛️ Customs Declaration

We declare every shipment at the full value you paid. Customs requires the declared value to match your commercial invoice, so the declared amount always follows your order total.

Import duty and local taxes (VAT/GST) are set by your customs authority, not by us, and we never add a margin to them. If you are buying for a business, import duty is normally a deductible cost and import VAT/GST is usually recoverable — a full, accurate declaration is what makes that possible.

💡 If duty is a concern for your order, contact us before we ship — every order is different and in most cases there is something we can work out together.

📋 Return Procedure

1. How much does shipping cost?

Hongkong Post Air Mail with Tracking Number (Under 1 KG): $12.00 worldwide. Worldwide Express (UPS, DHL): Starting at $25.00. Please provide your phone number, as Express shipping requires this information.

2. What happens after I place my order?

Our ordering system immediately emails you a copy of your latest order once you've placed an order through our online order form. You will also receive another email from us in about 1–5 business days to inform you of the status of your order. Please ensure that you are using your correct email account (i.e. the same email address you specified when filling out our online order form).

3. Can I cancel my order?

Customer satisfaction is important to all of us at SUPERLIGHTINGLED ELECTRONICS CO., LTD. We will ship your merchandise as quickly as possible. If your order has not yet shipped, we can cancel it for you. However, we shall not be able to process a cancellation once your order has been shipped.

4. What should I do if the goods received are damaged?

All products are carefully wrapped with utmost care to ensure a safe delivery to its destination. In case of damage during shipment, please file your damage claims to the delivering carrier immediately, and notify us within 72 hours of receipt of damaged merchandise.

5. Are delivery dates guaranteed?

We cannot guarantee delivery dates for circumstances beyond our control (e.g., unsuccessful delivery attempts, carrier weather delays, incorrect addresses, etc.). No refunds will be issued under these circumstances.

6. Can I specify a future delivery date?

Yes, you can specify a future delivery date. Please contact us with your preferred date.

7. Where do you ship your products?

We ship to all countries and regions worldwide.

8. How long would it take to receive my items after placing an order?

The total time required is order processing time plus shipping time. A rough estimate for delivery to any major city worldwide:

9. When will my order be shipped?

All stock merchandise will be dispatched for shipment within 1–3 working days of receipt of order. Please allow an additional 3–5 working days for custom-made or alteration service. You will be notified via email of any back orders or other delays in shipping your order. We offer delivery via Registered International Air Parcel (11–16 working days) and Worldwide Express service (3–6 working days).

10. What payments do you accept?

We accept credit cards (via PayPal), T/T, and Western Union. You can choose your preferred payment method at checkout.

11. What will happen if I give an incorrect shipping address?

Please be certain of your address before ordering! Unfortunately, your product will probably not get to its destination in time if you supply an incorrect address. Make sure to include apartment or suite numbers if applicable, and most importantly, provide your phone number. If a package is returned to us because of an address problem, we will reship the package to you at a corrected address. You will be charged for the additional shipping fees.

12. What happens in the event of lost packages?

Although we offer Express and registered postings, we would suggest delivery by UPS or DHL. Superlightingled.com protects customers against any loss of packages. For registered postings, simply wait 3 months so we can determine and confirm that the package has been lost, and we will reimburse you a full store credit up to the value of the product. For UPS deliveries, it may take 1 month to claim for reimbursement. We remain 100% dedicated to customer service.

13. I still haven't received my package within the specified time.

We usually need 1–3 working days to process your order before it is shipped out. Once shipped, it will take another 7–10 working days for your package to arrive. Express deliveries take about 3–4 working days. In the rare event of unexpected delays, this could be due to a customs holdup. These holdups are usually temporary before the goods are re-released. Please allow a grace waiting period of about 1 week for such unusual delays. After that, you can always contact us for help.

14. I haven't received any information about my order status.

You should have received an acknowledgement about the status of your order within 1–5 business days after placing your order. This message will inform you whether your package has been dispatched or of available options in the rare event that your order cannot be processed. Please ensure that you are using the correct email account (i.e. the same email address you specified when filling out our online order form).

15. Can I get a refund if I reject my package when it is delivered?

If customers reject the package because of customs issues or other issues on their side, we will not be responsible for arranging any refund towards the rejected package, as we have fulfilled our obligation to complete and ship the order.

16. How do I exchange items?

The best way to arrange for an exchange is to contact our staff who will give you correct instructions pertaining to your particular order. Every exchange scenario can be different and there may be times when we can help you avoid unnecessary costs of sending your items back to us.