Q & A

FAQ

1.      Regarding the orders shipped by express

For orders shipped by express, normally we use DHL, FeDex, UPS, etc., the unit price for weight between 0-20kg is high, the price for 20-100kg ranked middle, weight higher than 100kg has relatively lower price, therefore, if the sample order has lower than weight less than 20kg, the freight will be high. Also, for goods with big volume, the weight calculation is measured according to its volume. For example, for a fixtures that has 1CBM and real weight 20kg, the shipping company will use the weight 1CBM*200 = 200Kg, and will charge according to 200kg only.

2.     Regarding the Payment Method

Fireflier accept TT bank,Paypal,Western Union or Online payment.

3.     Regarding the explanation on bank charge

Every TT,Western Union,Paypal or Online transfer shall create bank charge or handling fee, please ensure your honorable company shall bear the intermediate bank cost to ensure the total amount reach our account is the same as the PI amount.

4.     Regarding the explanation on sea freight

We use our shipping company for many years, they have many services, including the port delivery, or door to door delivery.  But the sea freight cost does not include the tax after reaching the destination port and the local costs. All importer need bear the customs cost of their own country.

5.     Regarding the explanation on the after sale service

For all orders, please check and count the detailed and quantity of all products received, if over one week, our company is not responsible for compensation.  If find shortage of quantity within one week, please take pictures and send to our sale persons, we shall ship to you as soon as possible or together with next order if acceptable.

If there is quality problem, please prepare the below information, and email to our sales person

a.     The picture to show whether the wire of driver and lamp are broken

b.     The picture to show whether the wire to connect the lamp and driver is broken

c.     The picture of luminaire.

Please send all these pictures quickly to our sales person to discuss the solutions.

6.     Regarding the warranty 

Fireflier provide 3-5 years warranty for most Led lights. If there is any quality issues during the warranty period, Fireflier should send free new replacement to the customer as soon as possible. If the product is over warranty period,Fireflier should provide maintenance service with only material cost added.

To protect every customer’s interest, please do not trust any payment account changing notice unless we have a call confirmation in advance.