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HELP CENTER

FAQs

Our company is located in New York, USA. 

  • USA orders are directly packaged and fulfilled from our New York warehouse.
  • All international orders are shipped from our Asia Warehouse.


You can enter the code during the checkout process! On mobile, you may need to expand a tab during the checkout page to see the input box that will ask to enter a coupon code. 

We process all payments and personal information with our store provider, Shopify. For more information on their privacy policy and data protection,   please click here.

If you have any questions or concerns please feel free to email or message us on Instagram :)

Email: contact@ezlights.co

Instagram: @_ezlights

If you didn't receive an order number within 1-2 days of purchase, please email us at contact@ezlights.co to receive your order number. In order to receive your order number, please state your full name, date or purchase, and shipping address to verify your order. Thank you.

***Please note tracking number is different than your order number. Tracking numbers will be provided via email or text message within 1-2 business days after we have completely processed your order for shipment. Thank you for understanding. 

Orders are packaged and shipped out by our hardworking fulfillment team in New York. Due to high demand during the holiday season, especially Black Friday & Cyber Monday, processing and shipping times may take longer. As a result, we decided to ship certain packages from our warehouse in Delaware to help delegate with delays. Thank you for your understanding, we promise it will be worth the wait!

United States: USPS 3-5 Days

WORLDWIDE: 10-15 Days due to COVID-19 Delays

If your order has been marked as delivered by our shipping carriers and you still have not received it, your order may be lost, stolen, or misplaced. Sadly, we do not issue refunds or reshipments for lost or stolen packages. 

**We are not responsible for addresses that are misspelled or are missing information, please  double check your address when checking out!


Thank you for contacting us. All orders are processed within 1-3 business days. If you haven't received updates such as a tracking number yet, that means we are still currently processing your order and getting it ready for shipment. Due to COVID-19 and high demand during the holiday season, especially Black Friday, we are experiencing many delays. We are trying our best to ship out all orders as fast as we can. Thank you very much for your patience, we promise it will be worth the wait :)

UPDATE: As of July 29th, all orders will be shipped directly within our USA warehouse located in New York with USPS shipping. 

Orders before July 29th, were shipped by YunExpress, which is a globally represented shipping service. 


If your tracking information isn’t working, please try using the link down below:

https://www.17track.net/en

If it has been more than 5 business days and you have not received a tracking number for your order, please email us at contact@ezlights.co

Can I return my order? 

Due to limited available quantities, we are unable to offer refunds, returns, or exchanges. All sales are final. Please note, we reserve the right to refuse all returns, reshipments and refunds.

In the unlikely event that a product arrives damage, you must contact customer service within 14 days of receipt. Please include photos of the issue and include a screenshot of your order confirmation email.


To contact our support team, please email  contact@ezlights.co


Unfortunately we are not able to cancel an order once it has been placed. If you notice an error with your order, please contact us immediately after it is placed. Still, we cannot guarantee any modifications to your order.


To contact our support team, please email contact@ezlights.co


Exchanges (if applicable)

All items come with 30 day warranty from the date you receive your order. We only replace items if they are defective or damaged.


Depending on where you live, the time it may take for your exchanged product to reach you, may vary.


How to exchange you item:


To exchange your product, please email us at contact@ezlights.co


In order to exchange item, you will be required to send us your item for inspection. If your item is approved, we will send you a new replacement item free of charge. 


You will first be responsible for paying for your own shipping costs for the inspection of your item. Shipping costs are non-refundable. 

For international orders, our fulfillment team will automatically ship plugs according to your destination. 

For example, if the intended country's address for the package is United Kingdom, we will ship a UK plug. 

If your LED Light Remote Controller is currently outputting the wrong color such as when you press the red button it turns blue,  please click here for a video tutorial on how to resolve that issue or read the following instructions down below: 

1. Press on the red. 

2. Turn off the LED Lights by pressing the power button. 

3. Press " Fade 7"the bottom left button. 

4. Turn on the LED Lights by pressing the power button. 

5, If this doesn't resolve the issue, repeat steps 1-4 as the remote controller calibrates the buttons to the corresponding colors. 



Please remember to place a CR2025 battery into the LED remote controller. *Note: the CR2025 battery isn't included with your LED Lights order due to shipping safety regulations. 

LED Lights Kit:

With the bluetooth model, you can download or scan the QR code on the receiver to install the LED bluetooth app called DuoCo Strip.

 

Dream Lights Kit: 

You can download or scan the QR code on the receiver to install the LED bluetooth app called LED Hue.

Our Dream Lights Kit uses bluetooth app control only, and you can download or scan the QR code on the receiver to install the LED bluetooth app called LED Hue.