FAQ Directory

1️⃣ WHAT METHODS OF PAYMENTS ARE ACCEPTED?

WE ACCEPT PAYMENTS BY CREDIT AND DEBIT CARD (VISA, MASTERCARD, AMERICAN EXPRESS, AND DISCOVER), PAYPAL, APPLE PAY, CARDS. WE DO NOT ACCEPT PRE-PAID CARDS.

2️⃣ HOW LONG WILL IT TAKE MY ORDER TO BE SHIPPED?

ALL NORMAL ORDERS ARE PROCESSED AND SHIPPED WITHIN 1-3 BUSINESS DAYS UNLESS THE SPECIFIC PRODUCT DESCRIPTION STATES OTHERWISE.

CUSTOM-MADE ITEMS: PROCESSING TIME IS TYPICALLY 2–6 WEEKS, DEPENDING ON COMPLEXITY. ESTIMATED DELIVERY TIMELINES WILL BE CONFIRMED AT CHECKOUT OR VIA EMAIL.

IF AN ATTEMPTED DELIVERY NOTICE IS LEFT BY THE SHIPPING COURIER, PLEASE FOLLOW UP FOR REDELIVERY OR PICKUP INSTRUCTIONS. QIANLAI LIGHTING CANNOT SCHEDULE REDELIVERY ATTEMPTS.

INTERNATIONAL DELIVERY CAN TAKE UP TO 15–45 DAYS AFTER IT IS SHIPPED. THESE TIMELINES DEPEND ON YOUR COUNTRY'S PROCESSING, CUSTOMS, AND DELIVERY PROTOCOLS.

3️⃣ WHERE DO YOU SHIP TO, AND HOW CAN I TRACK MY ORDER?

PLEASE MAKE SURE THE ADDRESS IS ENTERED IN ENGLISH AND CORRECTLY FORMATTED TO AVOID RETURNS. TRACKING NUMBERS ARE EMAILED WHEN THE ORDER SHIPS. ONCE ITEMS ARE SHIPPED, CUSTOMERS MAY TRACK THE PACKAGE VIA THE SHIPPING CARRIER INDICATED IN THE SHIPPING NOTIFICATION EMAIL.

INTERNATIONAL SHIPMENTS MAY BE CHARGED ADDITIONAL CUSTOMS DUTIES AND TAXES NOT INCLUDED IN THE BASE SHIPPING COSTS. THESE FEES ARE DETERMINED BY THE RECEIVING COUNTRY BASED ON ITEM TYPE AND DECLARED VALUE.THE CUSTOMER IS RESPONSIBLE FOR PAYMENT OF ANY CUSTOMS FEES. QIANLAI LIGHTING MAINTAINS NO CONTROL OVER ANY ADDITIONAL DUTIES AND FEES ASSESSED, BUT WE WILL WRITE CUSTOMS DECLARED VALUE LESS THAN ITEM PRICE.

4️⃣ MY ADDRESS IS WRONG. CAN I CHANGE MY ADDRESS?

OUR SELLER AND BUYER PROTECTION POLICIES DO NOT ALLOW FOR ADDRESS CHANGES. PLEASE DOUBLE-CHECK THE ADDRESS BEFORE COMPLETING THE ORDER AT CHECK OUT, MAKING SURE APT, UNIT, OR SUITE NUMBERS ARE INCLUDED. IF AN ADDRESS WAS ENTERED IN ERROR, PLEASE EMAIL support@qianlailighting.com WITH THE ORDER NUMBER AND THE CORRECT ADDRESS. WE WILL CHANGE THE ADDRESS TO THE CORRECT ONE ALLOWING CUSTOMERS TO RECEIVE IT IN THE RIGHT ADDRESS. PLEASE NOTE, WE CANNOT CHANGE THE ADDRESS ON ORDERS ONCE THEY HAVE BEEN SHIPPED.

5️⃣ HOW CAN I CANCEL MY ORDER?

ORDER CANCELLATION REQUESTS SHOULD BE MADE AS SOON AS POSSIBLE AS SOME ORDERS MAY SHIP THE SAME DAY. WE ARE UNABLE TO CANCEL ORDERS WHICH HAVE BEEN SHIPPED AND ARE EN ROUTE TO THE CUSTOMER.

6️⃣ I RECEIVED MY TRACKING NUMBER BUT IT’S NOT UPDATING, COULD YOU LOOK INTO IT?

TRACKING NUMBERS CAN TAKE UP TO 48 HOURS BEFORE UPDATING. IF AN UNUSUAL AMOUNT OF TIME PASSES BEFORE SHOWING AN UPDATE, PLEASE CONTACT support@qianlailighting.com

7️⃣ MY PACKAGE SAYS ‘DELIVERED’ BUT I DO NOT HAVE IT, WHERE IS IT?

SHIPPING COURIERS SCAN PACKAGES "DELIVERED" AFTER THE MAIL CARRIER DELIVERS. IF YOU RECEIVED A "DELIVERED" STATUS BUT BELIEVE IT HAS NOT BEEN DELIVERED, PLEASE FOLLOW UP WITH THE LOCAL USPS POSTAL DELIVERY PERSONNEL OR POST OFFICE FOR FURTHER INFORMATION. WE ALSO SUGGEST FOLLOWING UP WITH PERSONS IN THE HOME, RESIDENTIAL COMPLEX, ETC. WHO MAY HAVE RETRIEVED THE ITEM ON YOUR BEHALF.

8️⃣ DO YOU RESTOCK ITEMS ONCE SOLD OUT?

IN MOST CASES WE DO NOT, HOWEVER, THERE ARE SITUATIONS WHERE WE HAVE A LIMITED RESTOCK. ALL RELEASE AND RESTOCK INFORMATION IS SENT VIA OUR MAILING LIST AND SOCIAL MEDIA. WE SUGGEST SIGNING UP FOR THE MAILING LIST FOR PRODUCT RE-RELEASE UPDATES. SIGNING UP IS THE BEST WAY TO STAY CURRENT ON ALL PENDING RELEASES AND OTHER UPDATES.

9️⃣ DOES QIANLAI LIGHTING ACCEPT REFUNDS?

WE MAINTAIN A STRICT NO REFUND POLICY. REFUNDS ARE NOT ALLOWED UNLESS IT IS DUE TO A MERCHANDISE DEFECT. ALL CLAIMS MUST BE MADE WITHIN 30 DAYS OF DELIVERY. ANY CLAIMS OUTSIDE OF THIS TIMEFRAME WILL NOT BE ACCEPTED, NO EXCEPTIONS. PLEASE CONTACT support@qianlailighting.com AND PROVIDE AN ORDER NUMBER AND A DETAILED EXPLANATION OF THE ISSUE. REFUND REQUESTS ARE HANDLED ON A CASE-BY-CASE BASIS.

🔟 HOW DO I CONTACT SOMEONE AT QIANLAI LIGHTING?

support@qianlailighting.com OR CONTACT POLICY. PLEASE ALLOW UP TO 24 HOURS TO RESPOND TO EMAIL CORRESPONDENCE. IF THE INQUIRY IS REGARDING AN EXISTING ORDER, PLEASE MAKE SURE TO INCLUDE THE ORDER NUMBER AND A MESSAGE TO EXPEDITE THE RESPONSE.