FAQ
Here are a list of commonly asked questions about the solutions and services we offer.
How long will it take for my order to ship?
If the item is indicated as IN STOCK on the website, then all orders will ship with 2-5 business days from receipt of order. Orders showing as CUSTOM could require 4-8 weeks for production.
How will I know when my order has been shipped?
Once your order is processed, you will receive an email confirmation letting you know when each item was shipped, how it was sent, when you should expect it to arrive, and a tracking number (if applicable). You will receive a separate confirmation for each package that is sent.
If the item is not in stock, how long will it take to ship?
If the item is not in stock, our website will usually specify how long the product will take to ship. Once your order is placed, you can login to view the status of your order and an estimated time for delivery. Once the product has completed production and testing, we will ship your order on the following business day.
Some items are in-stock, and others need to be built per-order. If an item is not in stock, lead time is usually 2-4 weeks, however some items require a lead time of 6-8 weeks.
Once my order has been shipped, how long will it take to arrive?
Our shopping cart will calculate an estimated time of delivery for all of our shipping options to your destination. Once your order is placed, you can login to view the status of your order and an estimated time for delivery.
What countries do you ship to?
We are pleased to offer shipping of all Laserglow products to all countries in the world!
What if I have a problem with my shipment?
Please email us at [email protected] and we will take care of the problem as soon as possible. Alternatively, you can also call us at (416) 729-7976 Monday to Friday 9:00 am to 5:00 pm Eastern Standard Time to speak to one of our staff members, or if outside of these hours, to leave a message on our answering service which will be promptly returned the next business day.
What is Free Domicile?
“Free Domicile” is a widely used pricing term to describe when the shipper pays all the applicable duties and all the transportation and other charges until delivered to the buyer’s premises. The term is also referred as “DDP – Delivered Duty Paid”
USA customers only, have the option of prepaying the duties and taxes by selecting Free Domicile on their orders over $200 USD. This ensures that the order will arrive without the need of any additional fees and/or paperwork.
Where do you ship from?
All of our products are shipped directly from our facilities in Toronto, Canada.
All sales are final.
For a more detailed explanation and to receive an RMA (Return Merchandise Authorization) form, please contact Laserglow either by telephone or through email before preparing your product to be returned. Any products that are shipped back without an RMA # will be refused by our returns department and returned to sender.
Items returned to Laserglow as warranty issues, which upon inspection and upon sole discretion of Laserglow technicians are deemed not to have any defect, will incur a Diagnosis Fee of $119 per item. Shipping both ways will be on the customer’s account.
