FAQ

If you need support, please follow these steps:

Check the FAQ section to see if your question has already been answered.

If you still need assistance, contact our support team via [photoolexglobal@gmail.com].

Provide as much detail as possible, including:

1.Your order number or purchase details.
2.A clear description of the issue or request.

Our team will respond within [24-48 hours] and guide you through the resolution process.

We sometimes do partial shipping to help you receive certain items from your order faster. While most items can be processed within 1-3 days, some items may have longer processing time for various reasons including, for example, being in different warehouses.

Your order may also be divided into two or more packages if the total combined weight exceeds the weight limits of couriers.

If your order is divided into multiple packages, you will be able to see the estimated delivery times and individual tracking numbers for each package in separate tabs on your order's tracking page.

1. Please reach out to Photoolex customer support to initiate a return. Please state the reason for return; Please note that returns without customer service authorization will not be accepted, and the return address given by us shall prevail

2. Photoolex support will share the corresponding return address with you within 24 working hours.

3. For the refund to be processed in a timely manner, please be sure to send a return notification to Photoolex support with the following information: Name of the courier Tracking number

We support Credit/Debit Card , PayPal and Online bank transfer. Usually, customers pay orders with their cards and PayPal.

Notes: Photoolex accepts Visa, MasterCard, American Express, Maestro, Discover & Diners Club.

Dear customer, After you send the email, our customer service staff will reply to your email promptly during office hours.

If you do not get a reply, maybe the email will be bounced due to the reason it was sent. Please try to send it again. We will do our best to solve your problem.

Cancellations can be processed for any order as long as they have not been shipped.

All orders completed before 9:00 am GMT+8(Mon-Sat) will be shipped on the same day as ordered. otherwise, is too late to cancel it once shipped out.

Yes, we offer customisation services for our products.

If you need specific changes or additional features, please share your requirements with us, and we will provide a quote based on the scope of work.

Our team can help tailor the products to match your brand and business needs.

Dear K&F customer, Our accountant will complete the refund within 3-6 business days. We will refund to the account that you used to pay us. (Refunds on holidays will be delayed.) Thank you very much for your support and understanding. If you do not receive it in 3- 6 days, please kindly contact us through email: photoolexglobal@gmail.com.

The logistics tracking number will be sent to the mailbox or upload to your order where you placed the order 2-3 days after you place the order.

If you still do not receive the email, please check whether the email account you filled in when placing the order is accurate or contact us for help.

When you receive your item, please check your item carefully. If the package appears damaged, please complete the following steps:

1) Take a picture of the damage.

2) Then please email us at customer@Photoolex.com immediately and attach the photos.

3) We will contact you directly with the next steps.

4) DO NOT throw away the boxes or packaging materials, otherwise, your claim will not be honored by the shipping company.

1. Please Subscribe Photoolex Youtube, there are many operation videos

2. Please check on the listing page

3. CONTACT US for help.

Below please find enlisted some of the most common reasons:

1. The order was split: check if your order has been split on the My Orders page of your account;

2. You ordered from different warehouses: if you have placed an order from different warehouses, you will receive the products separately;

3. We made a mistake: on rare occasions, an item may not have been placed in the right package;

4. The parcel was damaged or some items were removed: your package may have been opened or damaged during its delivery. It is also possible that one or more items have fallen out.

If the status of your order shows that it was not split, you could direct go to the live chat asking assistances or do not hesitate to CONTACT US .

Photoolex has multi warehouses around the world. Convenient logistics methods are available for different countries or regions.

1. Packages from local warehouse can be delivered within 2-6 days.

2. Packages from China with free shipping can be delivered within 7-15 days.

3. Packages from China with express shipping can be delivered within 3-7 days.

Our warehouse will ship your parcel out within 24 hours(except for weekend), Occasionally, there may be delays due to irresistible external factors such .

If you have not received your item long after the delivery time, please get in touch with US. Photoolex will verify your case and negotiate compensation solutions with you.

There are 2 reasons why an order might not appear in your Order List.

1. The payment system encountered an error when you placed the order(failed order);

2. You placed your order as guest (without logging in to a Photoolex account first).

If you encounter any of the above situations, don’t worry. First, make sure that you have completed your payment by checking your PayPal account for the payment information. Then CONTACT US by providing the transaction ID, invoice ID or your PayPal email address and our customer service center will resolve the issue.