FAQ
General product information
Orders, Billing, Payment
How do I check the status of my order?
You can view all your orders in the Customer Zone of our store. Simply log in using the same email address you used when placing your order. If you can't find the information you need there, please don't hesitate to contact us via email.
Can orders be billed via invoice rather than a credit card?
Yes, payment via invoice is possible. If required, please contact us via email for further assistance.
What should I do if I want to place an order using a purchase order (PO)?
If you wish to place an order using a PO, please include the items below and send it to orders@luxonis.com.
PO must include:
- Part number to avoid ambiguity
- Shipping address must include a shipping contact, both email and phone number
- Shipping terms
- Shipping cost if applicable
Do you provide volume discount for large orders?
If you're interested in placing a substantial order of devices, we recommend contacting us directly via email. This allows us to better understand your specific needs, provide you with personalized assistance, and ensure that your order is processed efficiently. Our dedicated team will be more than happy to assist you with any inquiries you may have and guide you through the ordering process seamlessly.
Shipping, Taxes, Customs
I'm looking to place an order for delivery to the UK. Are there any additional taxes or duties I should anticipate upon receipt?
When importing goods to the UK, be aware of Value Added Tax (VAT) charges. Generally, VAT applies to items coming from outside the UK, including those from outside the European Union for Northern Ireland. You'll typically pay VAT at purchase or to the delivery company, and it covers the entire value of the package, including postage and insurance. The current standard VAT rate in the UK is 20%. For further information please consult the UK government website.
Where do you ship from?
Our storage facilities are located in the United States, Czech Republic, and China. Shipments to the USA originate from our hub in the United States, while European destinations are served from our Czech Republic facility, ensuring seamless delivery within the EU. For all other global regions, we utilize our storage location in China to guarantee timely delivery. Please note that there may be exceptions based on specific circumstances.
Is the checkout Tax exempt in USA?
We can set up accounts for tax exempt status if we have proper documentation that your entity is tax exempt. Companies that are using our camera for the purpose of building products that they then sell on to other customers are tax exempt.
Terms, Policies
What is Luxonis' return policy?
Ensuring your satisfaction is our priority. We proudly offer a robust 60-day money-back guarantee with every purchase. If, within this period, you find yourself unsatisfied with our product, a full refund will be promptly provided upon its return. For further details, kindly refer to our return and refunds policy.
What is Luxonis' warranty policy?
Our company offers a comprehensive one-year warranty on all products, effective from the original date of purchase. In certain jurisdictions, local laws may provide additional rights and protections, including longer warranty periods. For additional information, we encourage you to review our return and refunds policy.