FAQs
Below are some common concerns from our clients before purchasing LED signs.
If you have other questions, please email us at leadleds@untsmart.com
About Orders
Q: "Can I change the shipping address for my order?"
Within 2 hours after placing your order (and before it has been processed), we're happy to update the shipping address. Please email us with your order number and the updated address as soon as possible. Please note that we cannot change your shipping address from a domestic US address to an international address, or vice versa. During high-volume periods such as launches and promotions, changes to your order may be limited.
Q: "Can I change the billing address for my order?"
Unfortunately, we cannot edit the billing address once an order has been placed. However, as long as your shipping address is correct, you will receive your order without any issues.
Q: "Can I change the email address for my order?"
Yes! Please email us with your order number, original email address, and the updated email address. Once updated, we can resend your order confirmation and/or shipping confirmation emails to the new address.
Q: "Can I modify my order after I've placed it?"
Unfortunately, we cannot modify orders once they have been placed. All sales are final. We apologize for any inconvenience.
Q: "Can I cancel my order after I've placed it?"
Regretfully, no. Orders cannot be changed or canceled once placed. All sales are final. We apologize for the inconvenience.
Q: "How can I pay for my order?"
We accept all major credit cards, as well as PayPal and Apple Pay. For information about Western Union, MoneyGram, and bank wire transfers, please contact us.
Q: "How can I check the status of my order without an account?"
You can check your order status by using the tracking number provided in your shipping confirmation email. Simply visit the carrier's website and enter your tracking number.
Q: "Do I have to create a Leadleds account to shop?"
No, an account is not required to shop on our website. However, we recommend registering for an account so you can easily monitor your orders, view your order history, and save your shipping details for faster checkout.
Q: "Will I be charged bank fees?"
The final total you see during checkout is in US dollars. When your bank processes the payment, they will apply the current exchange rate. Your bank may charge additional fees for international transactions. Please contact your bank for details on any additional charges or fees.
Custom-Made Orders
Q: "How can I get a custom-made order?"
When you contact Leadleds, we'll ask for information about your custom requirements and provide you with the best solution.
Q: "Will I receive a digital design before production begins?"
Yes. The Leadleds team will create a digital design based on our communications. Production will begin only after you confirm the design.
Q: "How long is the production time for custom-made orders?"
Typically, production takes 15-18 days, depending on the complexity and order quantity. The production timeline starts when we receive your confirmation of the digital design and all related details.
Q: "Can I cancel a custom-made order?"
For LED signs and customized orders, you can cancel or change your order within 12 hours of placement. After 12 hours, cancellation is not available. For customized orders that have entered production, a cancellation fee of 50% of the original purchase price will apply. Once your cancellation is approved, we'll refund the payment minus any bank or PayPal processing fees, as these are charged by third parties and are non-refundable.
About Shipping
Q: "Is my package protected during shipping?"
Yes. LED signs are packaged with high-quality shockproof materials and protected by thickened corrugated cardboard boxes, wooden crates, or flight cases to ensure your order arrives in excellent condition.
Q: "How can I get free shipping?"
Free shipping is available for small items such as LED bulbs and lights. For larger items, free shipping is offered when you order a qualifying quantity. Please refer to the checkout page for details.
Q: "When will my order be shipped?"
Most orders ship within 1-3 business days. Customized items typically ship within 5-7 business days. For giant LED screens, please refer to the product page notes. Once your order ships, you'll receive a shipping confirmation email with a tracking number.
Q: "Can my order be delivered to a PO Box?"
Yes, we deliver to PO boxes for standard postal delivery. However, express delivery to PO boxes is not available.
Q: "Do you ship internationally?"
Yes, we ship worldwide. Enter your full address at checkout, and shipping rates will be calculated automatically. The total amount includes product and shipping costs but does not include tariffs or duties. Any applicable customs fees or taxes are the responsibility of the recipient.
We do not currently ship to the following countries or regions: Bhutan, Cook Islands, East Timor, French Polynesia, Kiribati, Marshall Islands, Palau, Papua New Guinea, Solomon Islands, Tonga, Tuvalu, Vanuatu, Wallis and Futuna Islands, and the Federated States of Micronesia (Kosrae, Pohnpei, Yap, Chuuk).
Q: "How long will it take for my order to arrive?"
We offer postal, express, air, and sea shipping options.
• Postal delivery: 1-2 weeks (longer for remote locations)
• Express delivery: 3-10 days (default for giant LED billboards)
• Air or sea freight: Available for large orders—please contact us before placing your order at https://untsmart.com/pages/contact-us
You can track your shipment on the carrier's official website.
Q: "What shipping carriers do you use?"
For smaller parcels, we use postal services or express delivery depending on your selected shipping method. Larger packages ship via express, air, or sea freight.
Our carrier partners include:
• Postal: USPS, La Poste, Bpost, Singapore Post, Russian Post
• Express: FedEx, DHL, UPS, TNT, SF Express
• Freight: MSK, COSCO, EMC, APL, HMM
Carrier contact information:
• UPS: 1-800-742-5877
• DHL: 1-954-888-7000
• USPS: 1-800-222-1811
• FedEx: 1-800-463-3339
• OnTrac: 1-804-414-2590
• DHL eCommerce: 1-800-805-9306
• LaserShip: 1-804-414-2590
Q: "How can I track my order?"
Once your order ships, you'll receive an email or text notification with a tracking number. You can track your order immediately using this number on the carrier's website.
Q: "Will my order ship in multiple packages?"
Typically, orders ship in one package. However, some products (such as LEDs with batteries or irregularly shaped items) may ship in multiple packages or separately for safety and compliance reasons.
Q: "Do I need to assist with customs clearance?"
For most orders, you do not need to assist with customs clearance. However, for certain shipments, the carrier may contact you if assistance is required.
Q: "What if I receive a damaged item?"
All Leadleds orders undergo complete inspection and are securely packed before shipping. If you receive a damaged product, missing items, or an incorrect delivery, please email us immediately with photos of both the product and packaging so we can evaluate the issue and resolve it promptly.
Important: Damage claims must be reported within 7 calendar days of delivery. Reports submitted after this period cannot be accepted.
Technical + Product Questions
Q: "Do you offer custom-made orders?"
Yes, we do. The Leadleds team will work with you to understand your requirements and provide the best solution.
Q: "Do you provide communication protocols?"
Yes. Select products include communication protocols for integration with your existing systems.
Q: "What communication methods do LED signs support?"
LED signs can communicate via USB, RS232, RS485, remote controller, Wi-Fi, Bluetooth, LAN, 3G, 4G, 5G, cloud, and more. Please refer to the specific product page to see which methods are supported for your LED sign.
Q: "Are the apps safe? Can I download them from Google Play or the App Store?"
Yes, all apps and software are safe and verified. You can download them directly from Google Play or the App Store.
Q: "Are the apps compatible with my phone?"
Yes. Our apps are compatible with Android phones, iOS phones, tablets, and other mobile devices.
Q: "Do you offer technical support? How can I reach your technical team?"
Yes, we provide lifetime technical support. Our professional team is available to assist you via phone, video call, or remote debugging to ensure your LED sign operates perfectly.
Product Warranty
Q: "What's the product warranty?"
Leadleds product warranties vary by product. Please refer to the product specification details to determine the warranty coverage for the products you're interested in, or consult with a sales representative. Warranties may be voided due to product misuse or other factors deemed unnatural use. If you purchased a Leadleds product from a retailer, please refer to the retailer's guarantee and return policy.
Other
Q: "Do you sell replacement parts separately?"
Yes, we sell replacement parts separately. Before purchasing, please confirm that your LED sign was purchased from Leadleds. Please note that parts are not universally compatible with all LED signs, especially if your LED sign was not purchased from Leadleds.