Frequently Asked Questions

1. What are the differences between points and O-coins?
Points determine your membership level in the O-Fan Club, which entitles you to specific benefit(s) for your membership level.
O-coins are used to redeem items in the Redemption Zone of the O-Fan Club at a ratio of 200 O-coins: CAD$1.

2. Why can't I redeem items in the Redemption Zone?
The Redemption Zone is available for Bronze and above. It is also possible you don't have enough O-coins to redeem for the item you are attempting to.

3. When I redeem items in the Redemption Zone, what will happen to my O-coins, points, and level?
When you redeem items with your O-coins, your O-coins will be reduced, but your points and level will remain the same.

4. When I return a product, what will happen to my points and O-coins?
When the product is returned, the points and O-coins obtained from the product will be deducted from the balance.

5. When I get double points in my birth month, what will happen to my O-coins?
You will get double points and O-coins in your birth month with each dollar spent in Olight at a ratio of CAD$1: 20 points & 20 O-coins.

6. What are the uses of points and O-coins?

1). Points determine your membership level in the O-Fan Club, which entitles you to specific benefit(s) for your membership level.

2). O-coins are used to redeem items and vouchers in the Redemption Zone of the O-Fan Club at a ratio of 200 O-coins: $1, which is available for Bronze and above. When you redeem items or vouchers with your O-coins, your O-coins will be reduced, but your points and levels will remain the same.

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. Please 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 CAD$59.

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.

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>.

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."