FAQs

Orders & Payment

Where can I purchase Lightenwells products?

You can purchase Lightenwells products directly from our website, lightenwells.com.

Which payment methods do you accept?

Payments are securely processed through PayPal. Eligible credit card payments may also be completed through PayPal checkout.

Can I change or cancel my order?

Please contact us at support@lightenwells.com as soon as possible after placing your order. We will do our best to help before the order is processed or shipped, but changes and cancellations cannot be guaranteed once shipment processing has begun.

Shipping & Delivery

Where do you ship?

Lightenwells currently ships to eligible addresses in the United States and Canada.

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 and Canada.

Where do orders ship from?

Our products are shipped from China and may be delivered by a local or regional carrier after customs processing.

Do you offer free shipping?

Yes. We offer free standard shipping on eligible orders delivered to the United States and Canada. Any shipping charge that applies to a particular order will be clearly shown at checkout.

How long will my order take to arrive?

Estimated delivery times begin after your order has been processed and handed to the carrier.

Delivery estimates are not guaranteed and may be affected by carrier delays, customs processing, weather, peak periods, or address issues.

Will I receive tracking information?

Yes. Once your order has shipped, we will send a shipping-confirmation email with a tracking number, when available. Please allow several business days for tracking updates to appear after the carrier accepts the shipment.

Are duties and import charges included?

For eligible orders delivered to the United States and Canada, applicable duties and import charges are included in the product price. In some cases, customs or carriers may require additional information that could delay delivery.

Returns & Refunds

What is your return policy?

Eligible Lightenwells products include a 90-day home trial. If you are not satisfied with your purchase, you may request a return within 90 days of the delivery date.

How do I start a return?

Email support@lightenwells.com with your order number, the email address used at checkout, the item(s) you wish to return, and the reason for the return.

Please do not send an item back before receiving return instructions from our team.

Who pays for return shipping?

For change-of-mind or dissatisfaction returns during the 90-day home trial, the customer is responsible for return shipping costs.

If an item is defective, damaged in transit, or incorrectly shipped, Lightenwells will review the issue and may provide a prepaid return label, replacement, replacement part, or refund.

When will I receive my refund?

After your returned item is received and inspected, we will notify you of the outcome. Approved refunds are issued to the original payment method within 3–5 business days after approval. Your bank or payment provider may take additional time to post the refund.

Do you charge restocking fees?

No. Lightenwells does not charge restocking fees.

What if my item arrives damaged, defective, or incorrect?

Contact support@lightenwells.com as soon as possible, ideally with your order number and clear photos or videos of the issue. We will review the matter and provide an appropriate resolution.

Product Use & Warranty

Are Lightenwells products medical devices?

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.

Should I speak with a healthcare professional before using a product?

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.

Is there a warranty?

Eligible products are covered by a 3-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.

Need More Help?

For questions about products, orders, shipping, returns, or warranty support, please contact us:

Email: support@lightenwells.com
Phone: +852 47486135