FAQs

You can purchase Lightenwells products directly from lightenwells.com.

We accept the payment methods displayed at checkout, including PayPal and eligible credit or debit cards processed through PayPal checkout.

Available payment options may vary depending on your location, device, browser, card issuer, and PayPal’s checkout settings.

Please use the customer-support contact details at the end of this page as soon as possible after placing your order.

You may request to cancel an order before it has shipped. If cancellation is confirmed before shipment, we will issue a full refund.

Once an order has shipped, it cannot be cancelled. You may instead request a return in accordance with our Return & Refund Policy.

Lightenwells currently ships to supported addresses in the United States only.

We do not currently ship to P.O. Boxes, APO/FPO/DPO military addresses, certain remote or unsupported areas, or destinations outside the United States.

Lightenwells products are fulfilled and dispatched from Hong Kong.

Orders are transported internationally to the United States and may be delivered by an international carrier, a local carrier, or a combination of carrier services.

Yes. We offer free standard shipping on all orders delivered to supported addresses in the United States.

No shipping charge is added at checkout for orders that we accept for delivery to these destinations.

Orders are processed Monday through Friday, excluding applicable public holidays.

Our order cut-off time is 5:00 PM Hong Kong Time (HKT). Orders placed after the cut-off time will be processed on the next business day.

Total delivery time includes processing and transit time, depending on the delivery location.

Delivery estimates are provided as guidance and are not guaranteed. Actual delivery times may vary due to carrier operations, customs processing, weather, peak-season volume, address issues, or other circumstances outside of Lightenwells’ control.

If the delivery estimate shown at checkout for your specific order differs from these general estimates, the checkout estimate will apply to that order.

Yes. You will receive a shipping confirmation email when your order is dispatched. When tracking is available, that email will include your tracking number and a link to view delivery updates.

Orders may be delivered by FedEx, USPS, DHL, or another available carrier, depending on the destination, package size, and shipping service selected.

Please allow a few business days after shipment for tracking information to become active in the carrier’s system. You may also visit our Track Your Order page.

Because orders are dispatched from Hong Kong, customs processing may apply to shipments delivered in the United States.

Any applicable taxes, duties, import charges, or other amounts associated with an order will be presented at checkout before payment where applicable. Please review the checkout total carefully before completing your order.

In rare situations, a carrier or customs authority may require additional information to complete customs clearance. This may delay delivery. If you receive an unexpected payment request related to customs clearance, please use the customer-support contact details below before making any payment.

Eligible products may be returned within 30 calendar days after the delivery date.

For a non-quality-related return, the product must be unused, undamaged, in its original packaging, and returned with all original accessories, manuals, cables, remotes, and components.

For change-of-mind or other non-quality-related returns, products must be unused and undamaged.

This unused-condition requirement does not apply to products that are defective, damaged in transit, or incorrectly shipped.

Use the customer-support contact details at the end of this page and include:

• Your order number
• The email address used to place the order
• The item or items you would like to return
• The reason for your return
• Photos or videos, where applicable, for defective, damaged, or incorrect items

If your return is approved, we will issue a Return Authorization Form with the return instructions and return address.

For change-of-mind, preference, or other non-quality-related returns, the customer is responsible for all applicable return shipping costs. We do not charge a restocking fee.

For defective, damaged, or incorrectly shipped items, Lightenwells will review the issue and provide an appropriate solution. Depending on the situation, we may provide a prepaid return label, arrange collection, provide a replacement, replacement part, refund, or another reasonable solution.

After we receive your authorized return, we aim to inspect it within 3 business days.

If the return meets the conditions of our policy, we will initiate the refund within 7 business days after the inspection is completed.

Once initiated, PayPal refunds are typically returned within approximately 2 days. Credit or debit card refunds may take up to 7 business days to appear on the original card account, depending on the card issuer or bank.

Payment-provider processing time is outside our direct control and may vary.

No. Lightenwells does not charge restocking fees for eligible returns.

For non-quality-related exchanges, the customer is responsible for the shipping costs in both directions.

For defective, damaged, or incorrectly shipped products, we will review the issue and provide an appropriate solution, which may include a replacement, replacement part, refund, or another reasonable option.

Please use the customer-support contact details below as soon as possible, preferably within 7 calendar days of delivery or the date you became aware of the issue.

Include your order number and clear photos or videos of the issue. We will review the matter and provide an appropriate solution.

No. Lightenwells products are intended for general wellness and personal-use purposes only. They are not intended to diagnose, treat, cure, mitigate, or prevent any disease or medical condition.

Please consult a qualified healthcare professional before use if you are pregnant, nursing, have a medical condition, take prescription medication, have light sensitivity, or have questions about whether the product is suitable for you.

Eligible products are covered by a 1-year limited warranty for manufacturing defects in materials or workmanship under normal, intended home use, beginning on the delivery date.

The warranty does not cover misuse, accidents, unauthorized modifications or repairs, cosmetic damage, normal wear and tear, or failure to follow product instructions.

For complete warranty terms and claim instructions, please review our Warranty Policy.