Frequently Asked Questions
AFTER SALE SERVICE
Orders can be returned for any reason within 30 days from the date the order was received. Returned items must be in the same condition, unworn and in the original packaging. Once you apply for a refund or replacement, we will send you a return label to return the item to us, no need to pay for the shipping cost. Free or promotional items must be returned along with the original item when being fully refunded.
Once your return is received, a refund or replacement will be processed, and a credit will automatically be applied to your original payment method. Please note that it might take 2-5 working days for a refund to show up on any bank statements.
All products purchased from Olight come with a hassle-free warranty. You can find the precise warranty period of your product on the literature inside its box or on You can also verify the warranty period with our customer service team via the website online chat. If your light was purchased from Olightstore and own an Olight account, you could apply an warranty case in your account by yourself.
Log in to your account——“view all orders"——"more details"——"After sales"——choose "Repair"——fill the blank——complete the application.
If your light was purchased outside Olightstore, please click this link: Contacts- Olight Official Store to submit the warranty form. Our customer service will get back to you 24h and help you to make it right. Note: we can only process the warranty for the light purchased in USA, if your light was purchased in other country, please contact your seller or email(firstname.lastname@example.org) to find a solution. And for the light outside 30 days free return, you need to cover the shipping to return the light back to us.
1. Do you cover free shipping?
Shipment within the U.S. Free shipping when orders over $49 or more after any discount codes and Coupons/Reward Dollars have been applied.
(Note：Black Diamond and Legend members can enjoy the free shipping on all orders)
2. What countries do you ship to?
U.S. only. Since our office is located in the USA, we are unable to make an international shipment. Your kind understanding would be greatly appreciated.
3. How will my delivery be shipped?
A: Orders are mainly sent directly to customers from our VA warehouse via USPS or FedEx. The standard Deliver Time is estimated at 3-7 days.
B: a few orders are sent out from our factory directly via FedEx, DHL, or UPS, the standard delivery time is estimated at 5-10 days.
PS: Our logistic statistics show that 95% of parcels can arrive within 3-10 days, only a very small part of the order is delayed due to some uncontrollable factors. Such as addressing errors, extreme weather, customs inspections, and so on.
Moreover, a few remote addresses and military regions need to be sent from the VA warehouse in batches and then sent from the VA warehouse by USPS, this normally takes about 2 weeks.
4. How to track my order?
If you have registered an Olight account, you could track your orders in your account directly. You can also track the shipment through this link: https://www.olightstore.com/orderSearch.html. Please make sure your email address and order number are correct.
5. Can I change my shipping address?
Kindly inform you that if the order has not shipped, please contact email@example.com or chat with the customer service online to amend it. However, if the package has been sent out, we cannot change the shipment.
6. I ordered more than one item. Will they all be delivered at the same time?
We try to make sure all your items reach you at the same time. Sometimes our products are not always sent together since different shipping options can be used, depending on the product. Once an item has been shipped, you will receive a shipment notification email.
7. What do I need to do when I received a different product than what I ordered?
Please contact customer support at firstname.lastname@example.org
8. I purchased 2 items but only received 1, what is the matter of shipping?
Sometimes orders would be split and sent out from different warehouses due to inventory shortages, It is suggested that you contact email@example.com or chat with customer service online to figure it out, thank you.
By subscribing to our newsletter, customers will receive an email notification before each flash sale.
Besides, be sure to join our Olight Official Facebook Group (www.facebook.com/groups/Olight) to stay up to date with the latest Olight News and flash sales information.
During flash sales, we remove some smaller items from our site to expedite shipping and get your products sent out as fast as possible. Smaller accessories will return to the website after the flash sale period.
I apologize for the frustrating situation. At the launch of our sale, our website was so inundated with customer traffic that was simply not able to keep up. I am sorry that we were unable to meet your expectations, but we are doing our best to provide every customer with great service for the remainder of the sale. If you have been unable to order, please clean the cookie, restart the browser and try again.
Thanks for reaching out to us. If you could not check out at this moment, please follow this steps to give it a try.
1.Try cleaning the cookies, using another browser like google chrome.
2.Change with another devices (cell phone, computer or pad) to see if it works.
3.Please also contact the bank for consulting if they accepts international charges.
4. If that doesn’t help, for any further questions, please provide us with a screenshot for it, the exact time, what devices and browser you use.
Please keep me posted and I will report your problem to IT team and they will make efforts to fix it.
Thank you so much for placing an order during the flash sale! Unfortunately, we are unable to add or exchange items if the order is completed. You can contact firstname.lastname@example.org or our live chat on www.olightstore.com to assist you with cancelling your order before it ships out. Afterwards, you can reorder your items from our website.
1. What's the difference between the O Points and O Coins？
Points are only used to determine the customer's OFan Club Membership Level.
Coins can be redeemed for items in the "Redemption Zone", available for Platinum and above members.
2. How to get O Points & O Coins?
Member’s accrue points and coins with each dollar spent at olightstore.com at a ratio of $1 USD: 10 Points & 10 Coins (2 Points & 2 Coins for dealers). Additionally, users can get points by participating in online activities while signed into their accounts. Then users can also earn 5 points every day by logging in to our website.
1.The Early Access Card is a privilege provided for loyalty members that are Yellow Diamond and above. Each qualified member will get a specific number of early access cards at every beginning of months: one for Yellow Diamond members and will add one on that basis for each higher level after that.
2.Yellow Diamond members and above can send your card(s) to others by filling in the Email address of the recipients and clicking the “Send out” button.
3. Recipients can use the card by clicking the “Use now” button, then you can enjoy the Two-day Early Access.
4.‘Times of Two-day Early Access’ shows the number of times that you can participate in the Two-day Early Access to flash sale.
There are eleven levels included in Olight membership which correspond to different requirements all users will become Olight members once registered privileges and benefits will be awarded based on the level of members. Below are the benefits for different Levels
(Bronze Level and above) Redemption Zone: Olight coins are earned based on your points. Redeem them for awesome items in this zone! As your Olight coins increase or decrease, this does not affect your level or related benefits. Your coins increase as the points increase when order placed.
(Silver Level and above) One-day Early Access: Participate in flash sales one day before the official start!
(Gold Level and above) Double Points in Birth Month: During the month that you were born, get double the points! 1 dollar = 20 points. (1 dollar = 4 points for dealers)
(Gold Level and above) Exclusive Limited Edition Zone: Certain exclusive limited-edition lights will only be offered at this zone.
(Platinum Level and above) Preferential Zone: Check out this section of the website for free gifts!
(Diamond and above) Two-day Early Access: Participate in flash sales two days before the official start!
(Diamond and above) Permanent Free Return Shipping: Olight covers all shipping costs if a product needs to be returned for warranty.
(Yellow Diamond and above) Early Access to New Products: Testing a trial product with a 50% discount! Help Olight out by providing your experience and suggestions.
(Yellow Diamond and above) Share the Access: Two-day Early Access can be shared with friends by sending them Early Access Card(s).
(Yellow Diamond and above) Birthday Exclusive Gift: be able to redeem for a birthday gift in the Preferential Zone during their birthday month (with free shipping).
(Blue Diamond and above) Engraving: While ordering, please fill in the Engraving section with the text that you would like to see on your lights!
(Red Diamond and above) Lifetime Warranty: Lifetime Warranty will be guaranteed on all products purchased from www.olightstore.com.
(Black Diamond and above) Black Diamond Exclusive Gift: A spectacular Black Diamond Exclusive Gift will be awarded or can also be purchased.
(Black Diamond and above) Free Shipping for All Orders: Olight covers shipping costs for all orders you place.
(Legend) Test Prototypes for Free: Access to selected prototypes that are still in the early phases of development and design, collaborating with Olight in determining the final design by providing feedback on form and functionality.
Please note that not all products are eligible for engraving due to their design materials and/or available space.
Navigate to the individual product you'd like to engrave to see if engraving is an option: if you see the column to enter your engraving, it is eligible. If no engraving option is available on the individual product, note that it will not be available to engrave.
We accept the paypal, credit card, debit card ,etc. On the payment screen, there should be photos for VISA, MasterCard, ETC. You can click any cards to enter the check out page and fill the information of the card you want to use.
We anticipate that Olight's 2021 sales in many U.S. states would pass the threshold set by those states to report, collect, and submit applicable sales tax. Per requirement, Olight needs to register with those states for their corresponding business license(s). If a separate sales tax is listed in your invoice, it means that we have registered with the state you reside and are collecting the sales tax on behalf of the state. The collected sales tax are submitted directly to the corresponding state government.
Thanks for purchasing from Olight Store! Once the order was placed successfully. Our website will automatically send out the confirmation email to address specified in the order. Please make sure your email address is correct and check you spam/junk folder to see if it is there. You can always reach out to our live chat or email email@example.com with any order questions as well.
We completely apologize if you are experiencing this issue. Please send us a website live chat request or email firstname.lastname@example.org with the transaction ID. We will make sure that the issue is corrected.
Please contact us through the online Chat on www.olightstore.com. we will gladly to help you track your order.
Please make sure your email address and order number are correct. You can track the shipment through this link:https://www.olightstore.com/orderSearch.html
Due to the large build-up of orders during the Sales period and the different inventory quantities in each warehouse, we have to split your order and send them out separately. If you received your order missing one or two items, please no worries, it may be split into two orders. The tracking information will be emailed to you once it's shipped. You can contact us via the website online chat. Please accept our sincere apology!