FAQ

Products

- Will I receive set-up instructions for my lights?

Yes! If your product requires installation, you will receive an email that contains instructions to set up the product. 

 

- Are Cloud Lights wireless?

Yes! Cloud lights use a battery pack of 3x AA batteries. These generally last well over a year due to the low consumption of our LED lights. This battery pack, along with all LEDs, are concealed inside a clear plastic bottle inside your cloud. This is to prevent any heat from reaching the cloud material.

 

Shipping & Delivery

Do you ship worldwide?

Yes we do! We offer free shipping to every country in the world. 

 

- Where can I track my item(s)?

You should receive a tracking number via email after your product is shipped. This tracking number may not be available until up to 3-5 days after your product is shipped. 

Why have I not received my item(s)?

 

Shipping usually takes around 1-2 weeks for US orders, and varies for international orders. Certain countries may take up to 40 days for delivery.

**The Delivery Guarantee Period lasts 50 business days and the buyer is eligible for a reshipment of their order, should they have yet to receive anything by then.

 

- Who delivers my item(s)?

If you live in the US your products are shipped via USPS. If not, usually your country's standard shipping service is used (ex. Canada Post).

 

- What happens if no one is at home?

This depends on your postal service policy. Most of our items are small enough to be left in your mailbox, but if you think you missed a delivery please contact your local post office.

  

- I messed up my delivery address, what do I do?

Not to worry, as long as you reach out to us immediately regarding the error in your address, we would be more than happy to change it for you. Just email us your full, correct address along with your order number and we will update your address for you.

 

- What about my billing address?

Billing addresses are currently non editable to prevent and minimize fraud. Please note that all details entered and submitted to us here are final.

 

- Can I change my address after my order has been shipped?

Under our terms & conditions, once an order has been sent out from our warehouse, any changes to the order cannot be made and is the sole responsibility of the buyer. You can try to contact your local post office to see if they can reroute your order.

   

Import Taxes & Duties

- What happens if I am charged with import duties?

Occasionally your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. The general amount for the duties and taxes fee is about 20% of the dollar amount of the merchandise. However, this is just a general guideline and may vary depending on the country to which the order was shipped. You should contact your customs office for specific amounts and percentages.

We cannot control and are not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. 

 

Note: You won't be responsible for import duties if you're located in the US, Canada, Australia, or other "major" countries.

Refunds & Cancellations

- What is your refund policy?

You can view our refund policy here: 

https://virallights.com/pages/returns-refunds

 

- I have changed my mind about my item, what do I do?

If you have changed your mind about your order, please email us ASAP to change the order and we can sort something out. Please note that any order changes will need to be done within 1 hour of the initial purchase.

 

- How long do refunds take?

Refunds usually take 2-3 business days to process, but can take longer depending on your payment method. Contact us if you have not received your refund after 10 days.

 

Damaged Items

- What do I do if I have received a damaged item?

If you have received a damaged item, please let us know immediately so we can ship you a new item. Please note that we may require pictures of the damage in order to compensate you.

 

 

Emails & Notification

- Unreceived Confirmation Email

If you have not received any emails from us confirming your purchase, please let us know immediately via email. Be sure to include your order number & the name your order was submitted under.

Sometimes our emails may end up in your spam/junk or other folders and we would like to ask you to check them before contacting us.

 

- Unable to view email properly

If you are unable to view the email from us properly, please get in touch and we will resend you the email.

 

Contact

- How can I contact you?

Our support email is: virallights@gmail.com