Welcome to your help center

What is the deadline for a refund?

We are committed to refund you at the latest 14 days from the date of your request. In reality, the average time observed (after an order cancellation request or after the parcel has been received following a withdrawal) is 5 to 8 days.

In what form are refunds provided?

Whenever possible, refunds are carried out using the same means of payment than the one used for the original transaction. Only orders paid by virtual card are refunded by bank transfer due to technical constraints.

Return costs

Should you need to return your parcel by paying in advance the transportation costs, we can repay you upon presentation of the deposit slip and the carrier’s bill. The refund goes to the most advantageous carrier fair.  

CONTACT US

A question? Feel free to contact us through our contact form.

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It is necessary to make reservations when a parcel with potential traces of damage is presented. If the box is very damaged, unless you are certain that the items are in perfect condition, do not accept it.

If the box is a little damaged but suffered a shock, please specify through precise and detailed reservations such as “top left corner crushed”, “wet box”. Imprecise notes such as “subject to unpacking” have no value and do not make it possible to claim against the carrier.

As far as possible, verify the contents of the parcel. If an item is damaged, these reservations must be sent to us within 72h following the delivery (in the form of a message via our Contact Form) and simultaneously confirmed to the carrier by a registered letter with acknowledgement of receipt. This letter is mandatory in these circumstances.

CONTACT US

A question? Feel free to contact us through our contact form.

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You returned one or several products are per the return instructions shown in the email you received, and you want to track the progress of your case. You can start by checking your parcel was received by our services by looking up Chronopost Tracking (or the tracking service of the carrier used for shipping). We will then confirm the safe receipt of your parcel 24 to 72h after its actual arrival in our logistics centre.

Closure of the case will also give rise to an automatic email which will inform you as to the future of your request.

For information:

  • A classic guarantee claim is generally processed within 10 working days;
  • Claims concerning one or several items that require testing are generally processed within 15 working days.

CONTACT US

A question? Feel free to contact us through our contact form.

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You have just received your order and the item you received is not the one you ordered. You have 72 hours after receipt of the parcel to inform us about this delivery error. Please briefly describe the equipment received (model, colour, etc.) with the information visible on this article. Our products generally bear a label with a code such as AR123456789. If this label is visible, please share this code with us. If the product is packaged, we ask you do not open it to give us this information.

CONTACT US

A question? Feel free to contact us through our contact form.

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When an equipment does not work despite having arrived in perfect condition, a return in guarantee may be necessary in order for the product to be taken care of.

Before contacting our Support Service, we invite you to perform certain verifications. It is interesting to check in the manual whether the equipment was used in accordance with the intended purpose as stated on this page.

If you need to contact us, we recommend you have your identifiers at hand (invoice, order or customer number) and share a maximum of information on the situation (symptoms encountered, potential tests carried out, history of the problem) so that we can help you effectively.

We remind you that products can only be returned after having obtained a return number by our services, without which your parcel cannot be identified and accepted.

More information on our terms and conditions of guarantee are available in our General Conditions of Sale.

CONTACT US

A question? Feel free to contact us through our contact form.

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CONDITIONS PERTAING TO PRODUCT RETURNS

For all purchases made in a private capacity, you benefit from a 14-day withdrawal period from the date of receipt of your order.

The item(s) must be returned in their original condition and packaging. The withdrawal period is open to our private clients and concerns our entire portfolio, with the exception of consumables. In order to ensure better traceability of the return, it is recommended that you use the return authorisation which will be sent to you by our Customer Service. Failing this, the product must be returned with all useful information regarding your contact details and order. You have 14 days to return the product as of your notification of withdrawal.

REFUND DEADLINES

We commit to refunding you at the latest 14 days from the date of your request (if we have not received the product on the 14th day, refund may be delayed until you supply a proof of shipment). In reality, the average time observed is 5 to 8 days.

METHODS OF REFUND

With the exception of orders paid by virtual card which are refunded by bank transfer due to technical constraints, refunds are always carried out using the same means of payment than the one used for the original transaction.

CONTACT US

A question? Feel free to contact us through our contact form

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Start-up / first steps

Congratulations, you have just purchased a SOLAARI lightsaber!

In order to make the most of the Solaari experience, download the Solaari application on your smartphone now (Android  and iOS ).

First use 

Remove the blade, the batteries and the handle from the box.

A SOLAARI lightsaber has 2 distinct parts: the handle and the blade.

The handle is divided into 3 sections: the handle (central part comprising the saber’s power button), the guard (top part of the handle, near the blade) and the pommel (lower part of the handle).

Mounting the saber

  1. Remove the blade, the batteries and the handle from the box.
  2. Fit the blade into the handle: the blade is inserted through the top, by unscrewing the guard anti-clockwise. Ensure the handle and the blade’s protective plugs have been removed.

Install the batteries

They are inserted through the bottom of the handle by unscrewing the pommel anti-clockwise. The batteries’ plus side must be placed towards the inside of the saber. Screw the pommel back into its place once the batteries are installed. The second battery must be also be placed with the plus side facing inside the saber, against the minus side of the already inserted first battery.

Powering on

The saber is switched on/off by pressing the central button located on the handle.

To turn on the saber, the button must be held down for at least 1 second. The saber will then automatically power on. As a basis, when it is powered on for the first time, the saber lights blue.

To turn off the saber, the button must be held down for at least 2 seconds THEN released. The saber will be powered off only when the button is released.

First steps / first movements

All Solaari lightsaber blades offer the same impact resistance, and are suited to sporting activities. However, depending on the type of saber you own, features may vary. Check the www.solaari.com Website for more information.

Connecting to the SOLAARI application

Once the app has been downloaded, follow the instructions to create a profile and pair your saber.

To switch your saber to Pairing Mode, turn off your saber then hold the power button down for 5 seconds until the blade flashes blue.

Once the saber has been detected and paired, let the mobile application guide you.

When an equipment has problems running, we invite you to first read its manual and check that the batteries are properly charged. This is in order to check that all the conditions ensuring the smooth running of your product are fulfilled (physical installation and application, settings …). If the problem is not resolved, we invite you to read the frequent questions below or to contact us via our contact form.

Frequent questions:

  • My saber is no longer detected by the application.
    • Restart the application. If this is not enough, turn off the saber, then switch back to Pairing Mode in order to reconnect it manually to the app. If the problem continues, contact After-Sales via our contact form
  • My saber flashes red.
    • This is the low battery indicator. Disassemble the saber taking care to first power it off and recharge the batteries.
  • My saber no longer powers on.
    • If the saber has previously flashed red, this means it has run out of batteries. Simply recharge them using the charger provided for this purpose.

Should this not be the case, contact After-Sales via our contact form.

  • My saber does not emit sounds (ELITE range only).
  • My application no longer starts.
    • Restart the application and check that it is up-to-date. If the problem continues, contact After-Sales via our contact form.
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For partnership and communications inquiries, please contact us via our contact form.

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You can consult our terms and conditions here.

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EXTENDED PRODUCER RESPONSIBILITY…

GROUPE LDLC as a “producer” is responsible for the end-of-life of the products and the packaging that it sells on the French national market. To this end, it must organise or finance their recycling and elimination. As a result, GROUPE LDLC contributes financially to recycling programmes:

1- Packaging waste:

Decree n°92-377 of 1 April 1992 has given packagers the responsibility to contribute or to provide for the elimination of packaging waste resulting from the consumption of their products by households. These companies, which may be producers or importers, have the possibility to organize their own recovery system or to contribute financially to a collective system which fosters the development of the selective collection of household packaging by communities, by adhering to an eco-body approved by Public Authorities (ADELPHE, ECO-EMBALLAGES). Packaging which have been the subject of a contribution are generally marked with the green dot.  To meet its obligations, GROUPE LDLC is a member of the Adelphe eco-body.

2- Waste batteries and accumulators:

Decree n°99-374 of 12 May 1999 established that producers and importers of batteries, accumulators and of devices which contain them, must organize after their use the collection, recycling and disposal of the products marketed. To fulfil this obligation, they can lodge an agreement with the Public Authorities in order to create and fund their own recycling system. They also have the possibility to join an accredited eco-body, which will take over this obligation.

Batteries and accumulators generally bear the crossed-out wheeled-bin symbol.

To meet its obligations, GROUPE LDLC is a member of the SCRELEC eco-body. In that respect, our LDLC.com points of sale in Lyon and Paris, in association with collection facilities, have made available collection and recycling trays for your used batteries and accumulators.

3- Waste Electrical and Electronic Equipment (WEEE)

Decree n°2005-829 of 20 July 2005 decided that the producers and importers must organise and finance the disposal of the waste electrical and electronic equipment (WEEE) derived from their products put on the national market.

To fulfil this obligation, they can lodge an agreement with the Public Authorities in order to create and fund their own recycling system. They also have the possibility to join an accredited eco-body and, as a result, contribute financially to the recycling sector. Electrical and electronic equipment now bears this symbol .

To meet its obligations, GROUPE LDLC is a member of the ECOLOGIC eco-body.

When you buy a new electrical and electronic device, a financial participation is added, in a visible and transparent manner, to the device’s purchase price: the eco-contribution. Its amount depends on the components and the weight of the electrical and electronic device purchased.

Eco-contribution or visible contribution is making apparent on a purchase invoice the unit cost incurred for the elimination of a waste electrical and electronic equipment. The amount of the eco-contribution consists of the cost of collection and recycling. This eco-contribution is necessarily charged by producers and it is then passed on to the end user.

For reference, the exact amount of each eco-contribution is displayed on the product presentation sheets and also in your shopping cart at the time of your order. This amount, which consists of the unit cost of recycling per device, will be stated on each item falling within the electrical and electronic equipment (EEE) category.

LDLC.com takes back free of charge or has a third parties take back free of charge on its behalf the waste generated by electrical and electronic equipment which the consumer discards, within the limit of the quantity and the type of equipment sold. To this end, you can contact our Customer Service. We inform you of:

  • the obligation not discard WEEE with household waste;
  • collection systems which are at your disposal;
  • the potential effects on the environment and human health of the dangerous substances present in EEE.

4- “Unwanted” print waste

Article L. 541-10-1 of the Environmental Code requires that any person or corporate entity who, free of charge and either by himself or herself or by means of another person, puts at the disposal of or distributes to individuals without first being requested to do so, printed materials […] in letterboxes in the shared parts of collective housing, in commercial premises, in public spaces or on public highways, is obliged to contribute to the collection, reuse and disposal of the resultant waste. To meet its obligations, GROUPE LDLC is a member of the ECO-FOLIO eco-body.

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Legal guarantee of compliance (see texts of references below):

When the client acts in legal guarantee of compliance, he:

  • Gets a period of 2 years from the date of delivery of the goods to act (Article L217-12 of the Consumer Code)
  • Can choose between repairing or replacing the goods, subject to certain conditions of cost provided for by Article L.217-9 of the Consumer Code
  • Is exempted to produce proof of the existence of the non-compliance in the first six months following delivery of the goods. This period has been increased to twenty-four months as of 18 March 2016, except for second-hand goods (Article L217-7 of the Consumer Code)
  • Can benefit from it, independently of the commercial guarantee or the manufacturer’s warranty
     

Legal guarantee against hidden defects for products sold (see reference texts below):

The client can implement the legal guarantee against hidden defects for objects of purchase as per Article 1641 of the Civil Code. In this case, he has the choice to either return the item and have the full price refunded to him or to keep the item and have part of the price refunded to him, as per Article 1644 of the Civil Code.

Legal guarantee of compliance

Article L217-4 of the Consumer Code: The seller is bound to provide goods that are in compliance with the contract and is liable for any compliance deficiencies existing at the time of delivery. He shall also be responsible for any non-compliance resulting from the packaging, or from the instructions concerning assembly or installation if the seller is responsible for this under the terms of the sale contract or if it took place under its responsibility.

Article L217-5 of the Consumer Code: The goods are in compliance with the contract:
1° If they are suitable for the use ordinarily expected of similar goods and, if relevant:
– they comply with the description given by the seller and possess the qualities which the seller has presented to the consumer as a sample or model;
– they present the qualities that a buyer may legitimately expect in light of the public declarations made by the seller, the producer or their representative, for example in advertising material or labelling
2° Or if they have the features defined by mutual agreement between the parties or are suitable for any special requirement sought by the buyer which was made known to the seller and which the latter agreed to.

Article L217-7 of the Consumer Code: Non-compliances which occur within six months of the delivery of the goods are considered as already existing at the time of delivery, except if the seller can prove otherwise. The seller can fight this assumption if it is not compatible with the nature of the goods or the non-compliance invoked.

Article L217-9 of the Consumer Code: In the event of a non-compliance, the buyer shall choose to have the item repaired or replaced. However, the seller may not abide by the choice of the buyer if this choice entails a cost clearly disproportionate with respect to the other alternative, in view of the value of the goods or the importance of the defect. He is then required to proceed, unless otherwise impaired, with the alternative not chosen by the buyer.

Article L217-12 of the Consumer Code: Legal actions resulting from the non-compliance of goods are time-barred at the end of two years as of the delivery of the goods.

Article L217-16 of the Consumer Code: When the buyer requests from the seller, during the course of the commercial guarantee which he was granted upon acquisition or repair of a movable asset, a repair covered by the guarantee, any period of immobilization of at least seven days is added to the remaining term of said guarantee. This period shall run as of the date of the buyer’s request of intervention or of the handing over for repair of said goods, if this provision is subsequent to the request of intervention.

Legal guarantee against hidden defects for products sold

Article 1641 of the Civil Code: The seller is bound to a guarantee against hidden defects in the thing sold that render it unfit for its intended use, or that so impair its use that the buyer would not have bought it, or would only have given a lesser price for it if he had known of the defects.

Article 1644 of the Civil Code: Under Articles 1641 and 1643, the buyer has the choice either to return the thing and to have the price returned to him or to keep the thing and have a part of the price returned to him.

Article 1648 Paragraph 1 of the Civil Code: An action resulting from redhibitory vices must be brought by the buyer within two years from the discovery of the vice.

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Our products are compliant with the European directives in force pertaining to the safety of products and bear the CE marking;

They also comply with the RoHS Directive, which limits for the environment the use of six hazardous substances in electrical and electronic products.

USEFUL LINKS ON THE MINISTRY OF ECOLOGY AND SUSTAINABLE DEVELOPMENT:

Packaging waste https://www.ecologique-solidaire.gouv.fr/dechets-des-emballages-menagers

Waste batteries and accumulators https://www.ecologique-solidaire.gouv.fr/piles-et-accumulateurs

Waste Electrical and Electronic Equipment (WEEE) https://www.ecologique-solidaire.gouv.fr/dechets-dequipements-electriques-et-electroniques

Unwanted print waste https://www.ecologique-solidaire.gouv.fr/dechets-papiers-graphiques

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To request an invoice


We issue invoices as soon as an order has been entirety shipped. When an order comprises several parcels, the last parcel must have been shipped in order to trigger the issuing of the invoice. Invoices are automatically sent to the email address entered at the time of order. They are also available in My Account. To access your invoices, select “Order tracking and invoices” in the left-hand side menu of My Account. If the invoice has been generated, just click on the icon in the “Invoice” column to download it.

To request a change


Invoices cannot be edited once they have been issued. It is in particular not possible to subsequently include a company name or a VAT number. If you are ordering in a professional capacity, we invite you to contact us via our contact form by selecting “Professional order”.

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Has your order arrived with the parcel in good condition but an item is missing? First of all, make sure it has not been shipped in a separate parcel. Every email containing the shipping confirmation of your order states – parcel by parcel – the exact content. You may also find a delivery slip inside the parcel. If the missing item is not listed on this slip, it means that it has been shipped in a separate parcel: everything is fine!

Have you received all the parcels for your order, but an item is missing? Contact us immediately via our contact form for us to be notified as soon as possible

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You have refused a parcel due to the fact it was damaged or the order had been cancelled, or it was returned by the carrier who was not able to deliver it to its recipient. A parcel for mainland France is generally returned to us within 1 to 2 weeks.

When we receive a parcel that could not be delivered, an email is sent to the account’s email address in order to know what to do with the order. This email allows you to tell us what you prefer:

  • Order reshipped to the same address;
  • Order shipped to a different address;
  • Refund.

It is also possible for you to contact us in advance so that we identify your wish: we will then be able to implement the agreed process without the need for additional steps when receiving the parcel. If the returned parcel contains a part sent to the After-Sales Department and not a new order, the only option possible is reshipping it. When a parcel is going to be or has already been returned, please feel free to contact us. Together, we can open a case and take note of your instructions in order to save time down the line.

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Please follow these instructions in order to enable you to claim if necessary:

The packaging is in good condition: accept the parcel


Check the contents of the parcel without delay and, if possible, in the presence of the carrier or otherwise just after his departure. If one or several items are damaged, it is imperative that you notify us within 72 hours using the form below. It is also imperative that you send the carrier a letter with acknowledgement of receipt within 72 hours specifying your contact details, the parcel number, the circumstances of delivery, the reservations stated on the delivery slip as well as the damaged items with their value. Should you not take these steps, the possibilities for you to subsequently claim may be limited, if not impossible. Please also keep the packaging (parcel) in support of the matter in order to, if need be, provide evidence of a possible transportation problem.

The packaging is slightly damaged: specify reservations and accept the parcel


Has the parcel suffered an impact or damages? Please specify what the parcel has suffered through precise and detailed reservations on the carrier’s slip. State “DAMAGE”, followed by a precise description of the damage observed. For example, indicate “top left corner a little crushed”, or “wet box”. A “subject to unpacking” note has no value.

Check the contents of the parcel without delay and, if possible, in the presence of the carrier or otherwise just after his departure. If one or several items are damaged, it is imperative that you notify us within 72 hours using the form below. It is also imperative that you send the carrier a letter with acknowledgement of receipt within 72 hours specifying your contact details, a reference to the transport, the reservations stated on the delivery slip, the circumstances as well as the damaged items with their value. Should you not take these steps, the possibilities for you to subsequently claim may be limited, if not impossible. Please keep the packaging (parcel) in support of the matter in order to, if need be, provide evidence of a transportation problem and support the reservations.

The packaging is very damaged or has been opened: do not open nor accept the parcel


Has the parcel been crushed in one or several locations, it is slashed, it is wet, it is open or does it bear adhesive which is not the original? Unless you are certain that the items are in perfect condition, do not open nor accept the parcel! Please contact us as soon as possible via the form below.

Contact details of the carrier to be used when sending the recorded letter with acknowledgement of receipt:

Chronopost International
Service Client
3 avenue Gallieni
CS70103
94254 Gentilly Cedex France

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CANCELLATION DURING THE FIRST HOUR

You can cancel an order yourself from My Account up to an hour after having placed it. Orders paid by card will be promptly refunded.

We commit to refunding you at the latest 14 days from the date of your request (if we have not received the product on the 14th day, refund may be delayed until you supply a proof of shipment). In reality, the average time observed is 5 to 8 days.

CANCELLATION AFTER ONE HOUR

After one hour, the order is deemed finalised. Our priority will be to prepare and ship it to you as soon as possible. However, if you still wish to cancel it, you can quickly notify us using our Contact Form

We cannot guarantee a positive response to cancellation requests received an hour after the order has been recorded. We will do our best to ensure you are satisfied, but beyond a certain stage of preparation, it may not always be possible to block the shipment. In the event your request could not be taken into account, you will of course have the possibility to exercise your right of withdrawal if you do not want to keep the equipment.

CONTACT US

A question? Feel free to contact us through our Contact Form

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You have placed an order and want to change it. Is this possible?


We will be happy to respond to your request to change your order (addition, replacement or cancellation of an item, change of delivery address…) at any time when possible. However, as the status of an order can change very quickly, the possibilities of change may be limited. Please always contact us as promptly as possible using our Contact Form.

We can change an order providing its preparation has not started, i.e. displaying one of the following statuses on My Account:

  • Payment authorised;
  • Forwarded to the management centre.

Once its preparation has started, it is no longer possible to change the order: please contact us quickly so that we can explore possible solutions together.

CONTACT US

A question? Feel free to contact us through our Contact Form

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My Account allows you to track the progress of your orders at any time. Once connected (you can click here to log in), the Order tracking and invoices section will provide you access to the order tracking feature.

CONTACT US

A question? Feel free to contact us through our Contact Form

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Upon delivery, local taxes and dock dues are generally collected by the carrier once the parcel has been processed by Customs Authorities. It is your responsibility to pay them.

DELIVERIES TO OVERSEAS PROVINCES

The basis for the dock dues comprises “Cost and Freight” (CAF) prices, which therefore take into account the cost of transportation. The setting of dock due rates falls under the competence of regional councils. You can also find out more about these provisions on the following Website: http://www.douane.gouv.fr/.  

DELIVERIES TO SWITZERLAND

If you wish for your order to be delivered to Switzerland, we invite you to log on to our Website www.solaari.com (if you already have a customer account) and supply the desired delivery address. Payments will be made directly in Swiss Francs (CHF). Please note that our prices include Swiss VAT, there will be no additional taxes when clearing customs.

CONTACT US

A question? Feel free to contact us through our Contact Form

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Shipping costs are determined by the weight, volume and geographic area of the delivery. Our desire is to offer the fairest possible shipping costs. You can find out the shipping costs by carrying out an order simulation.  They will automatically be disclosed after selecting the desired place of delivery. This simulation is without commitment.

CONTACT US

A question? Feel free to contact us through our Contact Form

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BANK CARD

We accept VISA and Mastercard for card payments. All your card payment transactions are secured by the SSL encryption technology and 3D Secure. All your payment information is encrypted from your computer to the bank’s server. This information remains confidential and cannot be seen nor used without your knowledge.

PAYMENT AT CHECKOUT

The card is charged upon validation of the order on the Website.

VIRTUAL CARD

In order to secure your online purchases, certain banking institutions allow you to generate single-use virtual card numbers for a given amount. We are obviously happy to accept these types of payments. However, virtual card numbers are subject to limited validity.

PAYMENT LIMITS

Most payment cards have a maximum payment limit, generally between 1,500 € and 4,000 €. The payment limit is calculated over a 30-day rolling period. All payment requests are taken into account when calculating the limit, including payments which have been granted but have not yet been executed. It is usually possible to ask the bank for a temporary or permanent increase in the limit.

CASH PAYMENTS

All payments are made in cash. We do not offer credit solutions, nor payments by instalments.

BANK TRANSFERS

We accept bank transfers for all your orders. Please note that the equipment may not be held before the payment has been received. If you want to be delivered as quickly as possible and have the items in stock put aside for you, we recommend paying by card.

Please find our bank details in order to process the transfer:

CountryWhole word (except Switzerland) Switzerland only
BankCrédit Agricole du Centre Est BNP PARIBAS (Switzerland) SA
AddressGRAND LYON ENT (00669) GENEVE 11
Bank code17806
Branch code00679
Account no.92903591000
RIB key 38
IBAN FR76 1780 6006 7992 9035 9100 038 CH09 0868 6001 1313 5200 1
BIC (SWIFT transfers) AGRIFRPP878 BPPBCHGGXXX

Important: please specify your order number in the transaction’s reference.

I am doing a bank transfer from an account located in the Euro area. Do I have specific charges to bear?


Your bank may only charge the standard rate for a transfer (often free of charge if it is done online from your bank account, and rarely exceeds a few Euros when done at your branch). For our customers who hold an account in the Euro area, no additional fees may be required due to the fact the transfer is of an international nature.

How long before my transfer is taken into account?


Transfers generally reach us within 2 to 4 business days. We validate the payment D+1 after it has been received (working days): we automatically confirm by email. 3 to 5 days are therefore usually required to ensure that the order is validated after the transfer has been done.

CONTACT US

A question? Feel free to contact us through our Contact Form

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Chronopost / Chronopost international

We use Chronopost services for all our shipments anywhere in the world. Chronopost parcels can be tracked via this link.

We have chosen to ship using Chronopost in order to offer the fastest delivery possible. Depending on the destination, deliveries can take up to 1 or 2 working days from dispatch for mainland France, and 3 to 5 working days from dispatch for the rest of the world. Additional time may be required for custom clearance.

Contact us

A question? Feel free to contact us through our Contact Form

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Recording of the order

Our site will take you step by step through the different phases of an order. The order is recorded once you have specified the method of payment and accepted the terms and conditions. You will then receive a summary email. Once the order has been recorded, you have an hour to cancel it directly from My Account if necessary.

Validation

The order is validated once the first hour has gone by, providing the payment has been successfully recorded.

Preparation and shipping of the order

Shipping times depend on the availability of each item, as well as preparation times. If an item is not immediately available in stock, ordering it separately can be a good idea. This helps ensure that the shipping of available items is not delayed. Once the parcel has been handed over to the carrier, you will receive an email containing its shipment number as well as the carrier’s Website for you to track your delivery.

Contact us

A question? Feel free to contact us through our Contact Form

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