Shipping, Delivery & Order Information

Shipping Options, Delivery Times, Duties & Order Support

Our goal is to provide reliable, transparent shipping services no matter where you live. LightsStory ships to customers across North America, Europe, and other international regions every day, with a focus on safe delivery, accurate tracking, and clear communication.

This page explains how shipping works, delivery timelines, import duties, address changes, cancellations, and what to do if an issue occurs during transit.

When Will My Order Ship?

Orders are typically processed within 2 business days after purchase. Once processing is complete, your order is handed to one of our cooperative courier partners, which may include:

• China Post Airline
• EMS
• UPS
• FedEx
• DHL

Estimated delivery times:

• Standard delivery: 2–4 weeks
• Fastest delivery: 7–10 business days

Once your order ships, you will receive an email with tracking information. If you do not see this email, please check your spam or junk folder. If it cannot be located, contact us and we will assist you directly.

Shipping Costs

Most LightsStory products include free home delivery. No additional shipping fees are charged unless a delivery fails, is returned, or must be resent.

Import Duties & VAT

Import duties, VAT, and local taxes are not included in product prices or shipping fees and may be charged by your local customs authority.

• US customers: Free shipping orders typically do not require import duties.
• Australia: Orders under AUD 1,000 are generally tax-exempt.
• Other regions: Import taxes may apply depending on local regulations.

For large orders or customs inquiries, our support team may request documents to assist with clearance.

Order Cancellation

If you need to cancel an order, please contact us within 48 hours of purchase. After this window, cancellation may not be possible if processing or shipping has begun.

Incorrect or Changed Address

Please confirm your shipping address carefully at checkout. LightsStory is not responsible for losses caused by incorrect address information provided by the customer.

If an address change is requested after shipment, courier fees may apply. Any additional charges will be invoiced at cost.

Tracking Your Order

You may request tracking updates at any time by emailing us or using the contact page. We will provide the latest tracking details available.

Delayed, Lost, or Damaged Packages

If a package is delayed, lost, or damaged during transit, contact us immediately. In verified cases of loss or damage, a replacement will be sent at no additional cost.

If a package is marked “delivered” but cannot be found, it may still arrive the next business day. If not, we will assist in locating it.

Claims must be submitted within 7 days of delivery confirmation to be eligible for replacement or refund.

Failed Delivery or Returned Packages

If a delivery fails due to incorrect address, missed delivery, or refusal, the package may be returned. Reshipment and return fees charged by the courier will be the responsibility of the customer.

If you no longer wish to receive the item, a refund may be issued minus a 30% restocking fee to cover shipping and handling costs.

International Shipping Coverage

LightsStory currently ships to the United States, Canada, Australia, the United Kingdom, and many European countries. If you are unsure whether we ship to your location, please contact us before ordering.

Contact LightsStory

Trade Name: LightsStory
Phone / WhatsApp: +86 159 7604 5008 / +852 63461909
Email: support@lightsstory.com
Factory Address: No. 6, Hefeng Street, Second Industrial Zone, Guzhen Zhongshan, 528421 Guangdong, China
Office Address: Ming Sheng Industrial Building, 19–21 Hing Yip Street, Kwun Tong, Hong Kong, Room 511, 5th Floor