Customer Help
Our happiness team is always here to assist.
Common purchase queries answered
Orders and Shipping
- 2-3 Day Delivery and 3-5 Day Delivery: We will ship your order via whatever carrier promises to deliver your package in three or five business days (depending on option selected) or less. PLEASE NOTE: The number of days specified in Expedited shipping services only include business days and does not count the day it ships. Carriers do not pick up (and we do not ship) on weekends or holidays.
- For example, an order placed with 2-3 Day Delivery on Friday afternoon will be shipped on Monday and delivered by Thursday. (Orders placed over the weekend will not ship until Monday.)
- **NOTE: Expedited shipping options do not guarantee faster processing, they only guarantee faster transit. We do our best to expedite processing on orders with paid shipping but this is not always possible based on order volume and stock availability.
1. Click “My Count” on the upper right of our homepage:
2. You will see a page where you can add your e-mail address and password to create a new account:
3. Fill in this part with all the required information, and then click on “Register”.
4. Congratulations! You are now a member of the Laserersshop!
If you forget your password, you can reset your password on the login page by clicking “Forgot your password? “.
1.Click “Lost your password?“
2.Fill the required information and then continue.
1. Click “My Count” on the upper right of our homepage:
2. Log in to your account.
3.Click “Orders” on the left sidebar.
If you haven’t yet received any tracking information for your order, it’s likely that the brand or retailer you purchased from hasn’t yet fulfilled, or fully processed and packaged, your order.
In other words, your stuff is not yet ready to ship.
Fulfillment delays could be the result of low-inventory or temporarily out-of-stock items, supply chain issues, busy holiday periods, or other related challenges experienced by a retailer’s warehouse, distribution center, or fulfillment team—the people who handle the logistics of order and pass it to the shipping carrier (USPS, UPS, FedEx, DHL, etc.).
For any questions or concerns about your order at this stage, please contact the brand or retailer directly. They are in the best position to help you.
Note: Route is a package tracking and shipping protection provider. We support brands by protecting their customer’s online orders from damage, loss, and theft. If something goes wrong, customers (that’s you!) can quickly and conveniently resolve their issue in just a few steps. And, they can track all their orders in one place via our mobile app.
Should you need to change the shipping address on an existing order for any reason, including if the wrong address is listed on the order, please follow the instructions below.
If your order has not yet shipped
Please contact the brand or retailer you purchased from directly and request that they adjust the information. Orders that have not yet shipped may show the tracking status “Electronic Shipping Info Received,” “Shipment information sent,” “Not Found,” “Pre-shipment,” or “Label Created.” If you do not yet have a tracking number, your order has not been fulfilled (meaning it is still being processed and packaged). Please contact the brand or retailer request that they adjust the shipping information.
If your order has already shipped
Please contact the shipping carrier responsible for your package (UPS, USPS, FedEx, DHL, etc.). They may be able to redirect it to the correct address while in transit. We recommend having your tracking number and address information on hand.
You can find your order information and tracking status in the Route mobile app, or in order emails sent from the brand or retailer you purchased from.
To view order info and status in the Route mobile app:
- Go to the Orders tab from bottom menu
- Tap your order to access the Order Summary
- Tap All Updates
Note: Route is a package tracking and shipping protection provider. We support brands by protecting their customer’s online orders from damage, loss, and theft. If something goes wrong, customers (that’s you!) can quickly and conveniently resolve their issue in just a few steps. And, they can track all their orders in one place via our mobile app.
Due to the nature of our relationship with each brand and retailer, Route cannot make adjustments to your order details, such as editing your shipping address or canceling your order.
If items are missing from your order, please contact the brand or retailer directly.
In most cases, the missing item(s) are temporarily out of stock, and will be shipped with a unique tracking number as soon as they become available. In other cases, a fulfillment error may have occurred, and the retailer or their fulfillment center accidentally missed processing or packaging the item(s) in your order.
In either scenario, the brand or retailer you purchased from is in the best position to assist you.
However, if you see signs of tampering to the box or packaging, it’s possible that item(s) were stolen from your package. For orders purchased with Route Shipping Protection, please file a claim.
Note: Route is a package tracking and shipping protection provider. We support brands by protecting their customers’ online orders from damage, loss, and theft. If something goes wrong, customers (that’s you!) can quickly and conveniently resolve their issue in just a few steps. And, they can track all their orders in one place via our mobile app.
If you received incorrect items in your order, please contact the brand or retailer directly.
This is a fulfillment error, where the retailer or their distribution center accidentally processed or packaged the wrong items. As a result, the brand you purchased from is in the best position to assist you.
Note: Route is a package tracking and shipping protection provider. We support brands by protecting their customer’s online orders from damage, loss, and theft. If something goes wrong, customers (that’s you!) can quickly and conveniently resolve their issue in just a few steps. And, they can track all their orders in one place via our mobile app.
If you need to swap an item
Returns and Exchanges
We strive for 100% customer satisfaction and our return policy is designed to help you feel comfortable making a purchase knowing you can return your light if you are not completely satisfied.
Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
o complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted:
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery
RETURN OPTIONS:
– Option 1: Full refund back to your form of payment.
– Option 2: Store Credit (Gift Card). Get an added bonus if you choose to receive store credit (gift card) for your return. As soon as we receive your return and ensure it is still in like-new condition, we’ll provide you with a gift card equal to the amount paid for the item plus an additional $5 above the value of your return!
– Option 3: Exchange: If you decide to exchange your purchased item for something different, you’ll receive a 10% discount on the price of the new product!
** Returns must be initiated within 30 days of purchase for a refund or exchange and within 90 days of purchase to receive store credit (gift card). (Exception: Purchases made between 20 November and 24 December can be returned for refund or exchange until 31 January the following year.) **
RETURN POLICIES:
– All items returned for a refund, exchange, or store credit must be in like-new, re-sellable condition. Additionally, except for items that can’t easily be opened without damaging the packaging, items must be returned in the original packaging and the original packaging must be in like new condition to avoid a restocking fee. Your return must also contain all the batteries and accessories that were originally included with the item. Where an item has been purchased as a part of a packaged bundle of multiple items, all items within that packaged bundle must be returned. (Bundles of items that are packaged separately can be returned separately.) Items returned with damaged box packaging or with missing accessories or batteries may incur a restocking and processing fee that will be subtracted from the refund or store credit amount.
– Laserera Shop will only process returns and refunds for items purchased through www.fenix-store.com. You must have a valid Laserera Shop order number.
– If possible, please use the original delivery package or pack the items securely to prevent damage in shipping.
– Refunds, exchanges, or store credit can only be processed once we have received and inspected all the items to make sure they are fully functional and in like-new condition.
If you return items 1) that were not purchased from Laserera Shop, 2) that are not in their original condition, 3) that are without proper or missing packaging, 4) with items missing from the return delivery, 5) without following our return instructions, or 6) have otherwise failed to exercise reasonable care when taking care of and returning items, we reserve the right either to reject your return and decline to refund, or to deduct from those payments to be refunded to you reasonable repair or other similar direct costs that we have incurred, subject to applicable law.
TO START YOUR RETURN OF A FULLY FUNCTIONING, LIKE-NEW PRODUCT FOR A REFUND, EXCHANGE, OR STORE CREDIT, PLEASE CLICK HERE.
If you want to return a defective item, please navigate to our warranty and repair page CLICK HERE
We’re sorry you received the wrong item. Here’s what you can do to resolve this issue:
Contact Seller: Contact the seller with your order details. Explain that you received the wrong item and include any relevant information, such as your order number and a description of the item you received.
Request a Return: Ask the seller for instructions on how to return the wrong item. They may provide you with a return shipping label.
Refund or Replacement: Once the seller receives the returned item, we’ll refund or send you the correct item, depending on your preference.
If you need further assistance, feel free to contact us directly. We’re here to help!
If your order arrives damaged, you can follow these steps:
Record the damage: First, record the damage in detail, including taking clear photos, recording the specific location and extent of the damage, and the packaging condition of the shipment. This evidence will be very useful in the subsequent claim process.
Contact Amazon Customer Service: You can contact Amazon Customer Service in the following ways:
Online Chat: Log in to your account, go to the “Help” page, select “Contact Us”, and you can communicate with a customer service representative in real time.
Phone Contact: Call the customer service hotline and communicate directly with customer service staff.
Email: Send an email through the “Contact Us” page, and you will usually get a response within 24 hours.
Should you need to change the shipping address on an existing order for any reason, including if the wrong address is listed on the order, please follow the instructions below.
If your order has not yet shipped
Please contact the brand or retailer you purchased from directly and request that they adjust the information. Orders that have not yet shipped may show the tracking status “Electronic Shipping Info Received,” “Shipment information sent,” “Not Found,” “Pre-shipment,” or “Label Created.” If you do not yet have a tracking number, your order has not been fulfilled (meaning it is still being processed and packaged). Please contact the brand or retailer request that they adjust the shipping information.
If your order has already shipped
Please contact the shipping carrier responsible for your package (UPS, USPS, FedEx, DHL, etc.). They may be able to redirect it to the correct address while in transit. We recommend having your tracking number and address information on hand.
You can find your order information and tracking status in the Route mobile app, or in order emails sent from the brand or retailer you purchased from.
To view order info and status in the Route mobile app:
- Go to the Orders tab from bottom menu
- Tap your order to access the Order Summary
- Tap All Updates
Note: Route is a package tracking and shipping protection provider. We support brands by protecting their customer’s online orders from damage, loss, and theft. If something goes wrong, customers (that’s you!) can quickly and conveniently resolve their issue in just a few steps. And, they can track all their orders in one place via our mobile app.
Due to the nature of our relationship with each brand and retailer, Route cannot make adjustments to your order details, such as editing your shipping address or canceling your order.
While we aren’t able to change an order after it’s been placed, we can help cancel it during business hours within our 1-hour cancellation window – just reach out to our team ASAP!
If you’re a US customer, we’re excited to share that you can now cancel your order yourself- within the same 1 hour window. Click here to get started! 🥳
As we cannot guarantee that emails will be viewed within the 1-hour window, we kindly ask that you give us a call at 1-888-462-1901. Having your order number at the ready makes it super helpful for our team to assist you in a timely manner.
Our team is available from 5 am to 8 pm PST M-F, so if you’ve placed your order outside of this window, we recommend waiting for your FIGS to arrive and setting up a return within the first 30 days for a full refund.
If you have any questions, please feel free to reach out – we’re happy to help.