Laserglow FAQ - Frequently Asked Questions
How do I buy a product?
What are my payment options?
How do I change my order?
When will you bill my credit card?
Shipping And Delivery
Where do you ship from?
What countries do you ship to?
How much will the duties and taxes cost on my order?
What shipping services do you provide?
How much is shipping to my location?
How long will it take for my order to ship?
Once my order has been shipped, how long will it take to arrive?
If the item is not in stock, how long will it take to ship?
How will I know when my order has been shipped?
How can I track my shipment?
What if I have a problem with my shipment?
What is your return policy?
How do I return a product?
What do I do if my laser stops working or arrives defective?
How do I send my product back for warranty work?
How long is my product warranty?
Are your products legal in the USA?
Are your products FDA certified in the USA?
Will my laser get seized by customs?
Cleaning Your Lens
• How do I buy a product?
1. Add products to your Shopping Cart.
2. The product will be displayed in your shopping cart. At all times, while using our website, you will see a summary of the total number of items in your cart and the sub-total amount.
3. Proceed to checkout to begin the checkout process.
• What are my payment options?
Credit Card: We accept payment by all major credit cards.
Check or Money Order: We accept payment by US and Canadian bank check or money order. Please note: there is a 15 business day hold on US checks and money orders and a 5 business day hold on Canadian checks and money orders.
Postal Money Order: We accept payment by International US Postal Money Order and Canadian Postal Money Order. Postal money orders can be obtained from your local post office. There is no hold when using this method of payment.
We do not accept walk in business, please call 416-729-7976 to make an appointment.
Please send check, money order, or postal money order to:
873 St. Clair Ave. W
Purchase Orders: We welcome purchase orders from US and Canadian public & private universities, governmental agencies, financial institutions, hospitals, research laboratories, government organizations, astronomy organizations, and other established companies. Please fax PO's to 1-480-247-4864.
Wire Transfer Payments: Please contact us via email or over the telephone for our bank account details.
*If you prefer not to place your order online, please feel free to call us at 1-416-729-7976 Monday to Friday 9:00 am to 5:00 pm Eastern Standard Time and our staff can process your order over the telephone. If you would like to fax or mail your order to us, please place your order in our system, when you checkout, select “payment by mail”.
Please note that all of our advertised prices are in US dollars.
• How do I change my order?
Changing Your Order BEFORE Checkout:
You may change your order at anytime while you are shopping. Click 'View Cart' located in the top right of the screen. This will display your Shopping Cart. You may remove item(s) or change the quantity of item(s) in your Shopping Cart. Select 'Update' once you have made a change to recalculate the sub-total.
Changing Your Order AFTER Checkout:
If you have already checked out (completed your order), then please contact us as soon as possible. In the case of our handheld units, we can change your order if it has not yet been shipped. With our laser modules and alignment lasers, it may depend on whether there is custom work involved that has already begun. Please contact us for more information.
• When will you bill my credit card?
Your credit card will be billed at the time your order is placed.
Shipping And Delivery
• Where do you ship from?
All of our products are shipped directly from our facilities in Toronto, Canada.
• What countries do you ship to?
We are pleased to offer shipping of all Laserglow products to all countries in the world!
• How much will the duties and taxes cost on my order?
1. All international shipments (those outside Canada) may be subject to taxes / duties /government fees levied by their respective governments.
a. Customers in the USA importing product valued at $200 USD or greater may* be subject to the following charges:
i. Duties (up to 3.1% of product value)
ii. Merchandise Processing Fee: $25 and up for shipments valued over $2000 USD
iii. If a laser is included in the shipment, the US FDA may charge $20.75 for an inspection fee
iv. If any of the above charges are levied UPS will charge a Bond Fee of 2% of the total charges (minimum $5.50)
b. If these charges are levied the shipment usually arrives with a C.O.D. attached. The customer is required to pay the amount of the C.O.D. upon delivery using cash or a credit card.
2. Laserglow has taken steps to insure that most customers are not charged Brokerage Fees by UPS, as these can be anywhere from $24.25 to over $200. This is something Laserglow is not required to do but has done at own expense to ensure a better customer experience.
*Not all shipments incur these charges. As far as we can tell this happens on a random basis.
• What shipping services do you provide?
We are pleased to offer the following shipping services:
USA and Canada Orders:
United States Postal Service*
*Orders are shipped and picked up by Canada Post and are transferred to USPS for delivery into the USA.
• How much is shipping to my location?
Shipping rates vary for each product depending on the size, weight, destination and type of service selected. Our shopping cart can calculate shipping on any of our products for any destination. To obtain a shipping quote on a selected product, simply click the “add to cart” button for the product you are interested in and enter your shipping address.
• How long will it take for my order to ship?
If the item is indicated as “IN STOCK” on the website, then all orders that are received before 11:00 AM EST will ship out the same day. Orders received after 11:00 AM EST will be shipped out the following business day unless you have called or emailed us to make arrangements.
• 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.
• 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.
• 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.
• How can I track my shipment?
Using your email address and your password, you can login to check on the status of your order. Our system will provide you with an estimated time for delivery, along with a tracking number if applicable to the service you selected. You should also receive an email with this information as well. If your product does not arrive within the specified period of time stated in the email or on our website please contact us and we will investigate the matter for you. If your product has been sent without tracking confirmation, please wait until the estimated date of arrival before contacting us. If the product has not arrived at your door within a reasonable amount of time, we will be happy to re-send your product at no additional cost to you.
• What if I have a problem with my shipment?
Please email us at email@example.com 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 your return policy?
All sales are final with the exception of all handheld battery powered lasers. All handheld lasers can be returned within seven (7) days of receiving the product for a full refund, minus the shipping costs and a 10% lab fee. In the case that the actual cost of shipping incurred by Laserglow is higher than that shown on the sales receipt, including in the case of “free shipping”, the actual shipping costs incurred by Laserglow will be deducted from the refund amount. The purchaser is responsible for shipping costs of receiving the item from Laserglow and returning the item to our facility. The seven (7) days are calculated according to tracking information and effective from the time that the product arrives at the purchaser's location to the time that the item is scanned by the courier to be sent back to our location. If item has been tampered with in any way, or if there are any components, paperwork, or accessories missing or damaged, Laserglow may not issue a refund, and the item will be sent back to the purchaser at his/her expense. Laserglow reserves the right to hold any returned product for testing for up to four (4) weeks if an inspection is deemed necessary by Laserglow before making a decision as to whether or not the item qualifies for a refund.
• How do I return a product?
Please contact us first if you decide you would like to return your product. If you have decided to return your product within the 7 day timeframe, we will send you a return authorization form with instructions on how to send your product. We will issue you an RA # at this time. Any products sent back to our facility without an RA # will be refused by our returns department.
• What do I do if my laser stops working or arrives defective?
All products are rigorously tested before shipping to our customers. If item arrives DOA, customer must contact Laserglow immediately, either by telephone or through email, in order to receive the correct instructions as to how to proceed. If item is deemed defective by Laserglow, Laserglow will repair or replace the item at no charge to the customer. Customer is responsible for the costs of shipping the defective product back to Laserglow. Laserglow will cover shipping costs of returning the repaired product back to the customer via USPS.
• How do I send my product back for warranty work?
For a more detailed explanation and to receive an RA (Return 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 RA # will be refused by our returns department and returned to sender.
• How long is my product warranty?
Our warranty is six months on all portable series lasers and 1 year on all laser modules. Some models also offer an extended warranty as an optional upgrade. See the product pages or contact us for details.
• Are your products legal in the USA?
All Laserglow products are legal for import in the United States unless clearly and specifically stated otherwise on our product pages. Our handheld Class IIIb lasers incorporate a 5-point safety system which includes an aperture shutter, key switch, indicator LED, interlock, and output delay. We have obtained FDA accession numbers for all of our products to be shipped into the United States.
• Are your products FDA compliant in the USA?
All of our laser products to be shipped into the United States are certified compliant with FDA regulations. Most Class IIIb and Class IV (output power >5mW) laser products sold by Laserglow feature the five-point safety system which is required in order for legal import into the United States. See the product page for details.
• Will my laser get seized by customs?
We get asked this question a lot so we feel it is important to address this. We can certainly understand the apprehension our customers must have about ordering a product from another country. This is why we do everything we can to ensure that all of our products meet the safety and regulatory requirements of all the countries we ship to. Because our business relies on international customers we cannot afford to take chances. This is why we consult with our customs brokers, who have in-depth knowledge and extensive experience dealing with customs agencies in North America, South America, Europe and Asia, on a regular basis.
We are proud to say that we have a 100% success rate with US Customs clearance because of our strict attention to safety and protocol. We are so sure of our success that we offer a 100% Money Back Guarantee if your purchase cannot be delivered within North America for legal / regulatory reasons.
• Cleaning Your Lens
1. Compressed Air
Compressed air is a product usually used for cleaning the inside of computers. It is usually sold in an aluminum can, such as the brand “Dust Off”. This product can be used safely to clean your lens. Direct the compressed air at the lens from a safe distance. Be careful not to invert the can in such a way as to release the liquid contents of the can onto any part of the laser as this liquid may leave a residue which can damage the laser optics or other components.
2. Micro-fiber Cloth
If compressed air is not sufficient to clean your lens you may use a micro-fiber cloth such as the kind used for cleaning eye glasses. Gently sweep the cloth across the lens in a unidirectional motion. A very small amount of alcohol may be used to aid in dislodging dirt off of the lens.
3. Removal of Aperture
If attempting to clean the lens of our Aries-style housed laser products, the aperture may be removed to assist in cleaning. However, PLEASE NOTE: the responsibility of safely removing and reattaching the aperture is yours – if you are not certain that you can complete this procedure without damaging the unit, please do not attempt it.
In order to remove the aperture locate the three tiny screws on the side of the heat sink near the aperture. These can be removed using a small screwdriver such as those used for eye glasses. Once the screws are removed, gently wiggle the aperture from side to side in order to loosen and remove it. Inside the aperture there may be three very small pieces of plastic – DO NOT MISPLACE THESE – as these are used as cushions between the aperture shutter body and the screws – you will need to put them back into place when you are finished cleaning the lens. After you have finished cleaning the lens in order to reattach the aperture shutter assembly look on the reverse side of the aperture shutter assembly and locate the actuator arm with a hole in it. Align the aperture shutter assembly with the body of the laser in such a way as to align the pin which is protruding from the heat sink with the above noted hole in the actuator arm. Place these together and while keeping the aperture shutter assembly flush with the laser rotate the aperture shutter ring from side to side as in normal operation to ensure that the shutter opens and closes. While keeping the aperture shutter firmly on the body of the laser hold the laser horizontally with one of the small holes facing up – insert one of the small plastic pieces mentioned above and follow it with one of the screws. Rotate the screw clockwise until you feel resistance. Follow the same steps for the rest of the holes/plastic pieces/screws. Gently push and pull the aperture shutter assembly to assure that it is securely in place. If it separates from the body of the laser then correct this by tightening the corresponding screw. Be sure to not over-tighten as this will prevent free rotation of the aperture shutter.