1.Is there any difference to order on HL Laser Official Website (https://hl-yeah.com) directly or on cloudray store on shopping platforms (eBay/Aliexpress)?
Yes, they are different. Official website and HL Laser stores on shopping platforms(Aliexpress/Ebay) are different teams with different machine configurations and offers.
2. We are the Official website, and different from HL Laser stores on platforms, we don’t need to pay extra transaction fees and commissions to shopping platforms, that’s why our offer is more affordable even.
3. Customer Service Support We can only offer after-sale service for customers ordered on Official HL Laser, not responsible for machine from other brand.
4. All product information, policies, and extra offers published on the website are only adapted to orders on Official website, and not adapted to stores on shopping platforms.
5. I failed to process the payment via credit card, what should I do?
Since the machine value is high, firstly, you need to contact your credit card to check whether the amount had been exceeded your spend limit and confirm with your credit card bank all payment behavior is operated by yourself and you had difficulty in processing the payment.
Secondly, please don’t hesitate to contact us (support@hl-yeah.com) immediately we will check whether our system identifies your behavior as fraud and help you deal with the problem in time.
6.What’s the guarantee, in case the machine breaks down?
The some machines has 2 years guarantee. If it breaks down, generally speaking, our technician will figure out what the problem may be, according to clients’ feedback. Parts except for consumable parts will be replaced for free if the problems are caused by quality faults. Even if the machine is beyond the warranty, we can still offer technical assistance as your order is placed on Official Website.
7.How Long is the delivery time?
1. Machine with the default configuration：
CN Warehouse: 7-15 Business Days
Oversea Warehouse: 3-5 Business Days
2. Customized Machine (Only Support Shippment From China Warehouse)
The average period of production: 10-15 Business Days
Shipping: 45-50 Business Days
(Notification: Customs clearance inspections will cause delays 2-5 days in logistics）
8.Why do I have already over 10 hours mark time on my machine if this is supposed to be a brand new machine?
When our machine is produced, our engineer will check all details of the machine and keep testing the machine for a long time to ensure it can maintain stable working status even lasting for a long time.
Please don’t worry, all laser machines will be brand new machines, and please directly contact us if there is any damage or if you have any confusion concerning the machine, please don’t try to fix any problem before communication.
ACCOUNT RELATED
1.Should I create an account before making purchase?
For the best shopping experience, we recommend that you sign up for a free account here. Sign up is quick and easy, If you don’t want to sign up at the moment, you can still shop and checkout as a guest.
2.Comprehensive pre-sale and after-sale service and professional technology support
3. Leave your real reviews on product page to win $5-$10 cash coupon for rewards
4.Photo or Video feedback will be rewarded with extra cash coupon or discount
5.Sneak peek of HL Laser New Arrivals and chance to get extra discount
3.I forgot my password,how do I reset it?
To reset your password, click “Forgot password” on the sign in page. You’ll be required to enter your email to receive password reset instructions. For further assistance, please contact us.
DELIVERY & RETURN
1. What items can’t be returned?
About return wrong items, As long as the… is not damaged, no stains.
It will not affect us sale again, you can pack it well and return back to us.
We will check it after received the goods. If there is no problem, we will refund you immediately.
However, since it is not the product problem, please note that the shipping cost and taxes(including the taxes on outside ) should be paid by your side.
As you know, we are in China. Actually the shipping cost for returning may be equal to or higher than the price of the product itself.
2.How do I track my order?
If your order has been successfully shipped,then you can view your tracking information here.
ORDER RELATED
1.Will I be charged a customs tax?
Ship from CN: Taxes may apply for imported goods/services and is regulated by the country law. HL Laser Store is not responsible for any tax invoice charged on its products. Shipping rates are estimates and may depend on different policies and tax rates applied per country. Please contact local customs for clarity and information.
Tax laws for selling to EU member countries changed on July 1, 2021, orders equal to or less than 150 EUR have VAT applied to them, and orders greater than 150 EUR have import VAT and duties applied.
For European Union, orders equal to or less than 150 EUR at checkout, as merchant, we will collect VAT on orders, and our customers don’t pay taxes upon delivery. If orders over than 150 EUR, as merchant, we do not charge you any VAT, you local Customs will charge you import VAT and duties when parcel arrive in your country.
The UK VAT laws that came into force on January 1, 2021 result in new VAT requirements for sales equal to or less than 135 GBP.
For United Kingdom, If the sale of goods is equal to or less than 135 GBP, In this case, VAT is collected at the point of sale and remitted by the merchant. If the sale of goods is over 135 GBP, In this case, VAT and duties are remitted by the importer.
Ship from US / EU /AU : The price includes VAT tax. Tax does not need to be paid separately.
2. Can I cancel or change my order?
Your order can be cancelled/changed before it is shipped. Once your order has been shipped, you will receive a shipping information email. In this case, you may simply return any unwanted items by following our Return Instructions after you receive it within 30 days upon delivery.
For expedited assistance, please contact us via E-mail/WhatsApp within 3 hours after order was placed.
PAYMENT ISSUES
1.What should I do if my card is declined?
——Payment failed: 80022:Not Sufficient Funds
It usually happens when cardholder send up to $1000 in a single transaction. (This amount can vary, though, depending on your currency.)
In this case, would you please recheck with your bank or financial staff?
——Payment failed: 80097:Transaction Declined
It usually happens when cardholder Fail to Pass 3D Authorized Service.
In this case, please try to confirm card number and 3D verification are correct and then re-pay.
——Payment failed: 10000: Payment is declined
It usually happens when the bank security alarms are triggered, then our bank may determine this order is high risk, so they refused.
——Payment failed: 80010:Transaction Do Not Honour
It usually happens when the bank security alarms are triggered, then your bank may determine this order is high risk, so they refused.
The following takes place:
1. Related to overseas consumption, in order to ensure the security of the cardholder’s credit card, the bank will refuse to process overseas consumption. Or set by the customers himself.
2. The buyer has set a limit on the amount of online purchases, so the payment fails.
If the above problem is not resolved, you can pay via Paypal or Bank transfer.
2.To pay with Paypal
Step 1：Create an account on the Paypal or Afterpay website.
Step 2：After clicking “Complete order”, you will be redirected to Paypal/Afterpay to complete your purchase securely.
Step 3：Select “REMEMBER ME” to save your information for a faster checkout.