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General question

5 articles in this Topic

  • Q1. What is the complete process to place an order at Claxy?

    A: Here is the complete process to place an order at Claxy: find your favorite products→add them to cart→proceed to checkout→complete the form of billing details→choose one of our payment options→check the box about website terms and conditions→proceed to paypal/stripe→log in to your account→complete purchase.

  • Q2.How can I change my address after an order is placed?

    A: By clicking on "My Account" on the top right corner, you can edit your address. Please change your address within 24 hours after the order is placed. Another way to change the address is to email us at cs@claxy.com. Our customer support team will update the address for you.

  • Q3.Where can I find my orders?

    A: By clicking on "My Account" on the top right corner (right beside Logout), you can find all your orders.

  • Q4.Do you offer free shipping for your orders?

    A: Yes. We offer free shipping to all orders with standard delivery. Deliveries shall be made at the postal address provided by customers when performing the purchase procedure. Please check out our Shipping Policy at the footer for more details.

  • Q5.If the product that I'm interested in is out of stock, what can I do?

    A: Click on the button "ADD TO WAITING LIST" on the product page and check the box right above the button. By doing this, you will be notified when the product is back in stock. You can find all the products you added to waiting list in "My Account" section.

About Payment

3 articles in this Topic

  • Q1.What should I do if the payment is declined or failed?

    A: If your payment to Claxy order is declined or failed, try again with another credit card and check whether all information provided is correct. If none of the above ways works, please place a new order. 

  • Q2.How can I proceed with the payment to the pending payment orders?

    A: Log in to your account and go to "My Account" section on the top right corner. You can find all your orders here and there are three options which are "pay", "view", and "cancel" in the "ACTIONS" column. Click on "Pay" to proceed with the payment. If this way doesn't work, please place a new order.

  • Q3.What kind of payment options do you accept?

    We accept major credit cards including Visa, MasterCard, American Express, and Discover. We also accept PayPal.

About Your Account

3 articles in this Topic

  • Q1.Do I have to register for an account in order to place an order at Claxy?

    A: Whether you will register for an account or not, you can place an order at Claxy.

  • Q2.How can I register for an Claxy account?

    A: By clicking on "Sign up" on the top right corner  (right beside Login), you can register for an Claxy account with your email address. 

  • Q3. What should I do if I forget the password to log in to Claxy? How can I reset my password?

    A: Before you log in, click on "LOST YOUR PASSWORD?" below the "LOG IN" button. Enter your username or email address and you will receive a link to create a new password via email.

About Orders and Delivery

8 articles in this Topic

  • Q1.What if I receive a wrong order or item?

    A: We are sorry for the inconvenience this may have caused. Please take some photos which show the wrong item and email them to us (cs@claxy.com). Once we confirm that a wrong item has been sent, we will need your help in packaging up (in original packaging) the wrong item and sending it back to us. We will then reship the right one to you.

  • Q2.What if I receive a damaged or defective item?

    A: We are sorry for the inconvenience this may have caused. Please take some photos which show the damaged or defective item and email them to us (cs@claxy.com). Once we confirm that a damaged or defective item has been sent, we will reship a replacement to you. You are not requested to return the damaged or defective one to us.

  • Q3.When will I receive my order?

    A: We will ship your order within 48 hours after you place an order. Once it is shipped, you can receive it in the next 4-6 business days.

  • Q4.How can I know my order status?

    A: You can log in to your account and check out the status of your order. We will also send you emails or SMS to keep you informed of the status.

  • Q5.How can I return my order?

    A: If you want to return your order, please email us at cs@claxy.com. Please let us know your order ID and the reason why you need to return your order. We will send you everything you need to proceed with the return right after we receive your reply. Your order will be refunded after the returned items are received by our warehouse. Please check out more details about returning your order in the "Returns & Exchange" section at the footer.

  • Q6. What if I place a wrong order and want to cancel it?

    A.Please email us at cs@claxy.com and we will cancel and refund your order as soon as possible.

  • Q7.What if I did not receive my order but my order seemed to have been delivered, stuck in transit, or sent back to seller according to the tracking information?

    A.Please email us at cs@claxy.com and we will contact the carrier and find out what happened. We will let you know whether we will refund your order or send you a replacement later.

  • Q8.Do you provide local pickup service?

    A. If you would like to schedule a local pickup, first you should let us know the SKUs of the products you are interested in. If we confirm that the light fixture you are looking for is now in stock in our warehouse, you can place an order online. Then you should send us the order details and the time you would like to pick up your order to us via email. After all these, we can schedule a local pickup for you.

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