Common FAQs
The Common FAQs section is your go-to resource for all things OneLaser. Whether you need information on order management, shipping options, product care, or warranty policies, our detailed Common FAQs provide clear answers to your most pressing questions.
Order Management
How can I track my order?
Once your order ships, you’ll receive a confirmation email with a tracking number. Use this number to track your order through the shipping provider’s tracking tool.
Can I modify or cancel my order after it’s placed?
You can modify or cancel your order within a short window after placing it. Our agent will reach out to you and confirm your order and address with you before the order is shipped. Visit your account page or contact customer service to make changes.
What should I do if my order hasn’t arrived?
If your order is delayed beyond the estimated delivery date, please contact our customer support team with your order number, and we’ll help investigate the delay.
How do I change my shipping address?
Before your order ships, our agent will reach out to you and confirm your order and address. You can update your shipping address with them or contact our support team right away. Once shipped, changes may no longer be possible.
Can I reorder items from a past purchase?
Yes, you can easily reorder from your previous orders by visiting the “Order History” section of your account and selecting the item(s) you wish to reorder.
Product Information
How do I find the right size?
We provide a detailed sizing guide on each product page to help you choose the right fit. If you’re unsure, check our measurement guide or contact support for further assistance.
Are the products in stock?
The availability of each product is shown on the product page. If an item is out of stock, you can opt to receive notifications when it’s back in stock.
Where can I find product reviews?
Customer reviews are located on each product page. Scroll down to see ratings, comments, and images from other shoppers. Or use any online search engine to find reviews that are not listed on our website.
What are the care instructions for this product?
Care instructions are available under the “Maintenance” section in the user manual. This includes cleaning, drying, and handling tips to keep your product in great condition.
Are the products covered by a warranty?
Yes, products come with a manufacturer’s warranty. The specific warranty details, if applicable, will be listed on the product page.
Payments
What payment methods do you accept?
We accept major credit cards (Visa, Mastercard, American Express), PayPal, Apple Pay, and Google Pay. We also offer financing options through services like ClickLease.
Can I use multiple payment methods for my order?
Unfortunately, we only accept one form of payment per order.
Why was my payment declined?
Your payment may have been declined due to insufficient funds, incorrect card details, or fraud protection measures. Please double-check your information or contact your bank/finance institute.
Is it safe to enter my credit card details?
Yes, we use industry-standard encryption and secure payment gateways to protect your personal and financial information.
Do you offer financing or installment payment options?
Yes, we partner up with ClickLease to offer you payment options. You will need to apply and complete application through ClickLease and once is approved we will able to complete the order with you.
Shipping and Delivery
What shipping options do you offer?
Depends on the size of your order. Typically larger unit will be delivered by LTL. Delivery times vary based on the method and your location.
How much does shipping cost?
Shipping costs are calculated based on your location, unit size, order weight, and shipping method. To make it easy, we offer flat rate cost to you and you can view the shipping cost at checkout.
Do you offer international shipping?
We currently do not offer international shipping. If you wish to ship outside of the United States, you will need to coordinate with a third-party logistics service and handle all customs fees and documentation independently. Please note that all OneLaser products are thoroughly inspected and securely packaged before shipment, and we are not responsible for any damage that occurs during shipping by third-party carriers.
Can I expedite my shipping?
Unfortunately, expedited shipping are not available at the moment.
What happens if my package is lost or damaged?
If your package is lost or arrives damaged, please contact our support team within 7 days of the estimated delivery date, and we’ll investigate and assist you to make this right.
Returns and Refunds
What is your return policy?
We offer a 30-day return window for every items. The products must be in their original condition and packaging. There will be restocking and less shipping fee for all product return unless it is confirmed with manufacture defects. All sales are final, items are not eligible for returns after 30 days. For more information, please visit our Return Policy or contact our customer service.
How do I initiate a return or exchange?
You can start the return or exchange process by contact our customer service for assistance. Please note, unless there are manufacture defects confirmed all return and exchanges will be charged a restocking fee and less shipping. For more information, please visit our Return Policy or contact our customer service.
How long does it take to process a refund?
Refunds are typically processed within 5-7 business days after we receive the and processed returned item. You’ll receive a confirmation email once your refund has been issued.
What should I do if I receive the wrong or defective product?
If you received an incorrect or defective item, please contact us immediately. We’ll arrange a free return and send you a replacement as soon as possible.
Account and Privacy
What should I do if I forgot my password?
Click on “Forgot Password” on the login page, enter your email, and we’ll send you a link to reset your password.
How do I update my personal information?
Log into your account and go to the “Account Settings” section to update your personal details, such as your address or payment information.
How is my personal data used and protected?
We use your data to process your orders, provide customer service, and enhance your experience. All data is encrypted and securely stored in compliance with data protection regulations.
Can I delete my account?
Yes, you can request to delete your account by contacting our customer service team. Note that certain information may be retained for legal or record-keeping purposes.
Promotions and Discounts
How do I apply a promo code?
Enter your promo code in the designated box at checkout, and the discount will automatically apply to your order.
Why is my discount code not working?
Ensure that your promo code is still valid, meets the promotion’s requirements (e.g., minimum order value), and hasn’t been used already. If the issue persists, contact support.
Do you offer student or military discounts?
We proudly offer discounts for students, military personnel, and first responders. To receive your discount, simply verify your status by providing valid identification to one of our sales team members. Once verified, you will receive a discounted sales order and a payment link to complete your purchase.
How can I find out about upcoming sales?
Sign up for our newsletter or follow us on social media to stay informed about upcoming sales, promotions, and exclusive offers.
Customer Support
How do I contact customer support?
You can reach us via email at cs@1laser.com. Please visit our “Contact Us” page for more details.
What are your customer service hours?
Our live support team is available Monday through Friday, from 9 AM to 5 PM PST.
How do I give feedback or file a complaint?
We value your feedback. Please use our feedback form on the “Contact Us” page, or reach out to our customer service team at cs@1laser.com to file a complaint.