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This policy is updated on 10th Mar. 2022

How do you ship my order?

For this website, we use different shipping methods include,17track, FedEx, UPS, USPS, and Amazon or Ebay logistics depending on the product(s) that you purchased and the location to which the product(s) will be delivered.

What countries do you ship to?

For this website, we can ship products to most of the world. However we cannot deliver to the following areas:

  1. Germany
  2. Canada
  3. Hawaii
  4. Alaska
  5. Guam
  6. Marshall Islands
  7. Northern Mariana Islands
  8. Palau
  9. Puerto Rico
  10. Rhode Island
  11. S. Virgin Islands
  12. Armed Forces Americas
  13. Armed Forces Europe
  14. Armed Forces Pacific

Please note that we cannot ship to a P.O. Box. There may be additional regions, or cities that our courier service is unable to deliver to.

Thank you for your understanding.

 

Is shipping free?

For this website, shipping is free on orders above US$50 . On orders below US$50, this is for US, UK, AU, DE.  for other countries, shipping cost varies depending on the product size, weight and the location to which the product(s) will be delivered.

 

When will I receive my order?

For this website, all successfully submitted orders will be processed by local warehouses within 2 business days. Once it is picked, packed, and dispatched, you will receive an email notification containing your tracking information. Orders to locations in the US, DE, AU,UK will normally be delivered in 2-9 business days depending on the recipient's address. Orders to locations in other countries will normally be delivered in 15-25 business days depending on the recipient's address.

While we always strive to have our orders delivered on time, we acknowledge that the unforeseeable is inevitable. External factors outside of Klaruslight's and courier’s control, such as extreme weather conditions and technical failures, are bound to occasionally cause delays, and we ask for your patience and understanding when they do.

 

How do I track my order?

Once your order is dispatched from local warehouse, the name of your courier and a tracking number will be sent to your Email address. You may use the tracking number to track your order on local carrier’s official websites.

 

I ordered more than one item. Will everything all be delivered at the same time?

We strive in order to make sure that your items reach you at the same time. However, as different products may be shipped using different shipping methods. It is possible that your items will not reach you at the same time. Once the item(s) has been shipped, you will receive a notification email.

 

Can I change my delivery address?

If you wish to change your delivery address, please contact us and we will do our best to assist you in this matter. Please note that, after your order has been shipped out of warehouse, delivery addresses cannot be changed.

When requesting for an address change, we need the following information:

First and Last name

Street name and number

Zip code and City

Country

Phone number

 

Kindly note that this process may delay the delivery time. Klaruslight is not responsible for any delay in delivery due to an address change requested by the customer. 

 

What if I don't receive my package?

If your tracking status shows Delivered, but you have not received your package, please contact us immediately. If you have not received any notification Email containing the tracking information after nine days, please contact us immediately.

 

I have received the wrong/broken product, or a package with missing item, what do I do?

If any of the above occurs, please contact us immediately and provide us with the following:

Picture of the item(s) you received together with the delivery note (Please make sure that the details are clear and visible).

Please provide a clear picture of the product inside of the package.

We will do our best to assist you further.

If you have any further questions, please contact us at customer@klaruslight.com.

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