Frequently Asked Questions

ü Pending: The order pending payment. You can click" Pay Now" to submit your payment.

ü Payment Review/Processing: We have received your order payment and the order will be shipped later.

ü  Shipped: Your order has been shipped. The relevant tracking status could be checked on our website directly.

ü Canceled: The order has been canceled due to it has not been paid for for a long time. Please try to place an order again if you need.

ü Closed: The order has been canceled and the relevant status has stopped. You could check the refund process on your account directly. 

Do you want to go smoothly during our New Website?

Here are some mini points for you.

1. Order Process:

ü Merge the orders together?

Happy to let you know that you could make a refund first, then place an order with the items you want again. Don’t worry. The refund process is smooth and quick.

ü Add FREE gift to my order?

Sorry to let you know that it is not available now. Please feel free about the Tier Gift and New Register Gift, we will operate our system to add it to you automatically.

ü Mini Sale Items could not been “Check out” during VIP Early Access?

Yes, the Mini Sale Items are only available when the Mini Sale Time is coming.

ü Edit Address?

Yes, please come to the personal <Account> and take a check. Then edit the address by yourself.

ü Edit Birth Date?

Sorry, it is limited for our customers and please contact our Customer Services for help.

ü Where are my new points?

Please take a check after you have placed your order successfully. The points will be added to your account automatically.

ü Why I lost my order?

During Flash Sale, please remind that the order will get lost after you still do not make a payment in 11minutes as usual.

2. Refund：

ü Within 30 days, we accept the refund application by our customers on the website now. Please follow the <After-sale points> on our website to follow your demand. Don’t worry. The refund process is smooth and quick.

ü If you have placed an order over 30 days, please contact our Customer Services for help.

ü If the refund is completed, the system will show to you as <Closed>

3. New Releases:

ü There are some <Quick Entry Button> on the homepage of our Mobile Terminal. Such as the <Points> at this Summer Sale. In the future, we will make some activities on this site usually.

ü Countdown Reminder: The relevant time is for the Flash Sale or Mini Sale. Please do not order the items before that period, because you will fail to <Check Out>.

Thank you so much for placing an order during the flash sale! Unfortunately, we are unable to add or exchange items if the order is completed. You can contact cs@olightstore.ca or our live chat on www.olightstore.ca to assist you with canceling your order before it ships out. Afterward, you can reorder your items from our website. 

Unfortunately, you will only be rewarded with the highest tier gift based on the order amount. The free items do not add together.

We ship to Canada only. Most of the orders are sent via Canada Post/FedEx/UPS from the CA warehouse. Tracking information is provided & will be emailed once dispatched. Sometimes our system data do not update in time, which may cause your order status to be awaiting fulfillment for a long time. You could feel free to contact us to check if your order has confirmed & shipped.

Once the item is dispatched & the tracking information is provided, the customer is responsible for re-arranging any missed deliveries via Olight.

Free shipping on orders over CAD59.

Our customer service team is always on hand to answer any questions you may have about shipping so drop us an email at cs@olighstore.ca.

During flash sales, we remove smaller items from our site to expedite shipping and get your products sent out as fast as possible. Smaller accessories will return to the website after the flash sale period.

How can we get the order status quickly?

Here show the ways for mobile platforms and PC platforms.

Mobile Platform:

PC:

We completely apologize if you are experiencing this issue. Please send us a website live chat request or email cs@olightstore.ca with the PayPal transaction ID. We will make sure that the issue is corrected. 

Sorry for this inconvenience. we would suggest you contact your local courier with the tracking number first. If the shipment still has no update for another 3 business days, please send an email to cs@olightstore.ca with your order number and tracking number. We will take care of you.

Thanks for purchasing from Olight CA Store! 

Once the order was placed successfully. Our website will automatically send out the confirmation email to the address specified in the order. Please make sure your email address is correct and check your spam/junk folder to see if it is there. You can always reach out to our live chat or email cs@olightstore.ca with any order questions as well.

We completely apologize if you are experiencing this issue. Please send us a website live chat request or email cs@olightstore.ca with the PayPal transaction ID. We will make sure that the issue is corrected. 

1. Your order may be shipped separately due to different warehouses.

2. Our warehouse miss packing your items.

3. The package is broken in shipping.

Please kindly keep all the labels on the package. Send the photo of the label on the package and the SKU label on the product's bag to our cs mail: cs@olightstore.ca. Our staff will help you fix it."

"A. Before you use or charge the flashlight, please unscrew the tail cap to take the insulating film out from the flashlight and try again.

B. The tail cap needs to be screwed down tightly. Please try swabbing the contacts in the tail cap with some rubbing alcohol to thoroughly clean them.

C. If the flashlight still cannot be turned on or charged, connect the flashlight to a powered charging cable. If the light turns on while being charged, this means the battery is defective.

If these steps do not work, please contact us and we can try to assist you further.

"

"Cause: There is a lot of dust and residue from the explosion of gunpowder during shooting. Solution: Please swab the lens with some rubbing alcohol to thoroughly clean it.

Prevention: Coat the lens with something such as Vaseline or Chapstick prior to a range session. After you are done shooting, clean the lens thoroughly.

"

"How to check if your flashlight is in lockout mode:

While in lockout mode: if you press and hold the switch for less than one second, the red indicator below the switch will be on for a short time to signal that the light is still in lockout mode.

Lockout: When the flashlight is off, press and hold the side switch (for about 2 seconds) to access lockout mode (the flashlight will enter moonlight mode first and will then switch off to signal it is in lockout mode).

Unlock: To unlock it, press and hold the switch for over one second until the moonlight mode is on again. Release the button and it is now unlocked.

"

"Press hard and hold the tail switch while you quickly press the side switch at the same time. When you release the tail switch, the configuration will be selected.

Note Configuration 1: Half press for Med 1, hard press for Turbo.

Configuration 2: Half press for Turbo, hard press for Strobe.

"

Generally, after the light gets fully charged, there is only a small amount of current transferring when being connected to the charger, which will not hurt the battery. But we do not recommend always keeping the flashlight connected to the charger.

"A. This flashlight has a timer function. The shorter timer lasts 3 minutes; the Longer timer lasts 9 minutes.

Timer Operation: When the light is on, double press the switch and hold it until it flashes, flashing once means shorter timer, flashing twice means longer timer. When the time is over, the flashlight will shut off automatically. Please read the manual carefully to check whether you are entering timer modes correctly.

B.If you have fully charged your flashlight and it continues to turn off on its own, it may need a new battery.

"

"A. When the battery is low (only three or fewer power indicator lights are on), the flashlight does not have access to turbo mode. You need to fully charge the battery.

B. This flashlight has automatic thermal management. It will automatically decrease the output in order to prevent overheating, and make sure the flashlight body temperature is no more than 131 Fahrenheit degree. When the body temperature gets too high, Turbo mode is restricted.

"