Frequently Asked Questions
How to contact us?
Phone: +852 7042 0896
Email: [email protected]
TikTok:
Account 1: PrismLux Art
Account 2: PrismLux
How long does shipping take?
Shipping details:
- Free shipping is available for all addresses in the United States.
- Processing time: 2–3 business days.
- Standard delivery time: 10–14 business days.
- (For large custom products): Delivery may take up to 30 days due to customized production and careful packaging.
Will my order arrive in a single package?
Depending on the size of your order, items may be shipped in separate packages. Each package will have a unique tracking number.
What should I do if I receive a damaged item?
We sincerely apologize for the damaged item! Please contact us via email with the following information:
- Your full name
- Order number
- Clear photos of the damaged itemWe will resolve your issue promptly as soon as possible.
Can I track my order?
Yes. Once the tracking number is generated, we will send it to you via email or SMS.
You can also track your package by entering the tracking number on the "Track Order" page of our official website.
For further assistance, feel free to contact us via email.
What payment methods do you accept?
We accept the following payment methods:
Visa, Mastercard, American Express
PayPal
Other secure payment options displayed on the checkout page
✏️ How can I change or cancel my order?
If your order hasn't been shipped yet, you can contact us via email to request cancellation or modification.If your order has already been shipped, please refer to our Return & Refund Policy.
What if my order is delayed?
Shipping delays may occur due to customs inspection or carrier-related issues.If your order experiences a significant delay, please contact us, and we will assist you in investigating the issue.
Do you offer refunds?
Yes. Refunds will be processed in accordance with our Return & Refund Policy.Please refer to our policy page for detailed eligibility criteria and procedures.
How to maintain your artwork?
To keep your artwork in pristine condition:
- Gently dust the surface with a soft, dry cloth.
- Avoid direct sunlight and humid environments.
- For LED products: The lights are energy-efficient and durable.
- Handle the frames with care to maintain their quality.
Can I request a rush order?
Yes! Please contact customer service to check availability.
Can I use any image for a custom LED light painting?
Yes! You can upload anime screenshots, personal photos, or movie scenes - as long as the image is clear and high-quality.
Can I order a custom LED light painting?
Yes, we provide custom LED light painting services using your personal images:
- You can provide your own artwork, photos, or original designs.
- We will create a unique custom LED light painting for you.
- Ideal for personal photos and one-of-a-kind artworks.
- Click here to start your custom LED light painting order.