FAQS – Luxerays

HOW CAN I CONTACT YOU?

The are three main ways to contact us.
-Email: support@luxerays.com

WHEN WILL YOU SHIP MY ORDER OUT?

We will ship your items in next 4-6 days after you place the order. This because factory needs time to prepare your stuff and we need to make sure you will finally receive a perfect sneaker . We really appreaciate your patience. Before shipping out, we will take a QC video for you.

Delay happens for these reasons: Weather /Holiday/Out of stock issue /Shoes quality not good/Custom routine check,so we need times to exchange new pairs.

HOW LONG CAN I GET THE PRODUCT?

It usaully takes 7-15 days from placing order to delivered. Firstly factory needs some time to prepare your order and then your order will be transfered to FLAM CENTER. After our quality check team verifies the product quality, we will ship out your product.

WHAT’S THE ORDER PROCESS?

After customer places the order, our factory starts to prepare the item. Then, it will be transfered to center. When the product arrives, Our quality check team will verify its quality. If the quality is good, we will take the QC video for customer and ship it out. However, if there is any defect or flaws, we will return it to factory, and ask if customer can wait the new one. If can’t, customer can cancel the order. If can, the factory will make a new one and we will repeat the steps we just mentioned

WHERE ARE YOU BASED AND WHERE DO YOU SHIP FROM?

Our transshipment warehouses are located in Vietnam and Indonesia, so we can find original products and branded foundries. We ship from Hong Kong.

HOW DO YOU PACKAGE ORDERS?

We will use a very hard second box to pack your items. Normally, it won’t be damaged.

WHAT THE PAYMENT METHOD DO YOU OFFER？

We support 3 payment methods:

-Stripe. We support Visa, Master Card, JCB, AE and etc., Please no worries, we won’t record any card info. Your payment will be reviewd by bank firstly. If it is failed, you will get refund immediatly. You also can call your bank to pass the payment.
-Western Union. Please contact us to provide the WU info.
-BankTransfer. Please contact us to provide the wire info.

WILL I GET SCAMMED IF I SENT MONEY TO YOU?

No, we never scam people. If we did it, that means we try to destroy our life and humanity. We wish we could do this business a long time and build a strong relationship with every customer. We are a team who love sneaker culture also. We won’t do anything to hurt the people who trust us. That’s the principle we never break.

WHAT’S YOUR WORKING HOUR?

Normally it should be Monday to Saturday: (UTC+8) 10am to 7pm However, it doesn’t mean we won’t reply you at rest time. We will reply you at first time as long as we see your message.

DO I NEED TO PAY DUTY TAX?

Normally no, because we will send the package as a gift,and declare it as low price, but it still will be happened like 1% that you need to pay duty. Please pay duty on your side if this happened.

WHAT’S YOUR REFUND POLICY?

You can click the link below to learn more about our refund and return policy!

HOW CAN I GET DISCOUNT PRICE IF I WANT TO ORDER IN BULK?

Please contact our customer support team to check the discount price by offering us the goods list details. We will adjust the price for you. More items will get more discount.

WHAT HAPPENS IF THE SHOES I ORDERED HAD BEEN SOLD OUT?

We will inform you about it to let you choose to wait , replace or get a refund of your order.

CAN I CHANGE OR CANCEL MY ORDER BEFORE SHIPPING OUT?

Yes but it’s conditional. For those customers who use PayPal and finally decide to cancel the order before shipping out, we need to take out the PayPal transaction fee from your order amount when we do refund. It’s because when customer pay with PayPal, PayPal will charge the transaction fee from us. Although we already launch the refund to customer, but Paypal won’t refund us the transaction fee.

DO YOU PROVIDE QC PICTURE OR VIDEO?

This is necessary work that we must do for our customers. We will take a video for every customer before the product is shipped out. However, we strongly suggest customers following us on Ins (@turbosneaker) , so that we can share a clear video with you.

WHY YOU GUYS DON’T REPLY MY MESSAGE FOR MORE THAN 4 HOURS?

We located in China, our time zone is not the same as yours if you from a different area. If we don’t reply to you, it means we are already off the work. Please no worries, we will reply you at first time as long as we see your message

WHAT HAPPENS IF MY PACKAGE GOT SEIZED BY CUSTOM?

If the shipping company tells you they need some information about the package, please contact us first, we will offer you the information that they need to help the package get through. However. If custom seized the package by your country, they norally want you to pay the tax. Please pay it. If the custom staff says your packeage is already destroyed, no worries, they still want to tax you. However if it really happens, we will offer you a 50% discount code and you can buy again, we will take the QC video for you again and send it via FedEx. If the custom seized the package by our side, we will refund customer all or send a new product.

WHICH COUNTRIES CAN YOU SHIP TO?

We ship worldwide, including US, CA, MX, GB, DE, FR, IT, PR, JP, KR………