Can we replace the lights inside the GemLightbox ourselves?
The lights inside of the GemLightbox can not be replaced. That being said, the lights used are high-quality LEDs which will last 9-10 years of heavy use (12 hours a day or 50,000 lifetime hours).
My order is damaged during shipping, what do I do?
If you received a damaged GemLightbox order, please keep all original contents and file a claim to the courier (FedEx, DHL, USPS, TNT, SF Express, ARAMEX) within 24 hours from the time you receive your order.
Please submit all photo and video evidence and take note of the complaint or claim number.
Then, submit us a ticket here and ensure to inform and attach the following details and files:
- Complaint or claim number from the courier
- Description of the issue
- Photos/video recordings of the damaged unit or parts
- Photos/videos of the inside and outside packaging
- Order number or copy of the order receipt
- Complete shipping address and contact number
The GemLightbox comes warranted so if there is any damage during the shipping process, the shipping company will take responsibility.
My GemLightbox or its accessories are damaged, missing, or broken, what do I do?
If your GemLightbox or its accessories are damaged, missing, or broken, please contact us and we'll assess if the damages are covered under our warranty policy.
Please ensure to inform and attach the following details and files:
- Description of the issue
- Photos/video recordings of the broken unit or parts. For missing order or accessories, Photos/video recordings of what you just received.
- Order number or copy of the order receipt
- Complete shipping address and contact number
If you have misplaced or broken any accessories, you can purchase them from us.
If you have received a damaged GemLightbox order, please follow the instructions above.