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General Questions
  • Placing Orders
  • Orders Related
  • Shipping & Delivery
  • Part 4
  • part 5
  • part 6
  • part 7
  • part 8
  • part 9
  • part 10
1. Will my purchase incur additional bank fees?

An additional service fee may be applied by the card issuing bank, so we recommend you check with your bank for more details. Any service charges imposed by your bank are not reflected in the order value on the Spider Laser Store.

2.Why am I unable to complete a payment?

Payment failure could be caused by the settings of your credit card or payment account, such as your payment limit and available credit. If you are paying by credit card, please contact your issuing bank to see if they have deemed the transaction suspicious and blocked it from going through. If you can still cannot complete your payment, please provide the order number and a screenshot of the error information to cs@spider-laser.com and we will do our best to help.

3.Can I pay in installments?

You can check whether a PayPal installment plan is available on each product page under the product price. Please read the popup carefully to confirm if you are eligible for the plan.

4.How do I find my country/region on the Spider Laser Store?

On a desktop computer, you can find and adjust your country/region in the upper right corner of the store. On a mobile device, you can find and adjust your country/region in the page footer.

5.How do I use a coupon code when placing an order?

On a desktop computer, you can add the code on the checkout page. On a mobile device, you can add the code on the order review page.

6.Are import taxes and custom duties included in the price?

The import taxes are usually not included in the price.

1. Can I receive a commercial invoice for my order?

A commercial invoice can be issued after the order is shipped. When your order has been shipped, you can download the invoice through either of the way below:

On the order details page, you can download the invoice by clicking the "Download Invoice" link below the order details.

 

If you need to modify your invoice information, please contact us at cs@spider-laser.com.

2.Can I modify my order (items, shipping information etc.)?

Once an order has been paid for, the items purchased in the order cannot be changed. If you wish to modify your order, you will need to cancel your existing order and place a new order with your desired items.

 

If you have not yet received a shipment notification email, we can help change your shipping information, as long as the new address is within the same country/region. Please contact cs@spider-laser.com as soon as possible to request a change.

 

If your order is already in transit, please contact your local carrier to amend the shipping information.

3.Can I change my payment method?

The payment method for an order cannot be changed once the order has been paid successfully.

4.How can I check my order status?

After an order is shipped, a shipment notification will be sent to your email which includes the tracking details of the order. If you have registered an account, please login and click the Account icon on the right-hand side of the menu, and then navigate to "Orders" to check your order details. If you checked out as a guest, please find the "Payment Successful" email you received after placing your order and click the “My Order” link to check your order.

1. What should I do if the package status says "delivered" but I did not receive it?

You will need to contact your local carrier to report the issue and open a case with them. After receiving a case number, please forward it to cs@spider-laser.com and we will do our best to help you.

2. What should I do if my order arrived damaged or items are missing from the order?

Please keep the outer packaging of the parcel and take photos of it and the items you received. Then please notify us via cs@spider-laser.com as soon as possible.

3.Why have I received an email from the shipping carrier for the customs clearance?

Packages are generally shipped from Mainland China. If your package has not cleared customs, this may be because the FedEx/DHL local offices may require more information from the importer(you) in order to clear the package through customs. Please assist them with the clearance process and provide the required information ASAP, or the package may be held or returned by your local carrier. The import tax and customs duties are included in the order charges.

4. Can you expedite my delivery?

In-stock items are estimated to be dispatched from our warehouse within 2-3 business days from the date you paid for the order. Your order will then be handed over to the carrier for delivery. We will dispatch your order as soon as possible, but we are unable to expedite delivery past that point from our side. Please keep an eye on the tracking information and contact your local carrier to expedite the delivery if necessary once the package has arrived in your country/region.

5. How long will it take for me to receive an order?

Packages are generally shipped from Mainland China, depending on stock. In-stock items are estimated to be dispatched from our warehouse within 2-3 business days from the date you paid for the order. After your order is shipped out, the package normally takes 5-7 business days to arrive, barring any delays from the logistics carrier. Most orders will be shipped through DHL or FedEx or UPS. *Exceptions apply to standalone battery or some other material which was needed a special shipping channel, please refer to the timeframe indicated on the checkout page for these products.

6. How can I track my order?

After an order is shipped, a shipment notification email will be sent to you which includes the tracking details of the order. The tracking number will be enclosed in the “Your order is on the way” email.

7. Where are products shipped from and through which carrier?

Packages are generally shipped from Mainland China, depending on stock. The carrier is usually DHL or FedEx or UPS. We will select the most suitable carrier to ship your order according to the products ordered and your location.