Pre-Sale Support
Account
Payments
Orders
Shipping
1. How do I create an account?
You can easily create your Aurzen account by Create Account, and then choose ‘Create Account’ to start the process.
2. I forgot my password, what should I do?
If you forget your password, just click ‘Forgot password’ on the ‘Login’ page. Enter your email, and you will receive a password reset link in your email inbox.
3. I failed to subscribe to your website. What should I do?
Please double check the information you provided is correct. If the issue persists, please contact the Aurzen Customer Service team and provide the error message or issue details.
4. How do I change the email address I used to subscribe?
Unfortunately, it's not possible to change the email address you used to subscribe. However, you can always subscribe again with a new email address.
1. Aurzen accepts a variety of online payment methods.
(1)Credit Card or Debit Cards (Visa, MasterCard, American Express)
(2)PayPal
(3)Shop Pay
(4)Google Pay
2. When will my order be shipped if I pay with a PayPal eCheck?
Aurzen can only arrange shipment after the eCheck has cleared, which can take up to 1-3 business days. Please contact PayPal to determine when the payment will clear.
3. How long do refunds take to process?
Refunds will be processed using the same method that was used to make the payment. The refund process is usually completed in 7-14 business days, depending on the bank or credit card issuer.
4. Why are my payments not going through?
Sometimes payments do not process due to a number of potential reasons, including: 1) Billing address issues: You may have accidentally entered an incorrect or incomplete billing address associated with the card used for purchasing. 2) Card/payment issues. You may have an expired card, accidentally entered the wrong card number, CVV, expiration date. etc. Check your card information again prior to submitting your order.
5. Do I have to pay extra fees?
It depends on your payment method. If you are paying for your order with an international bank card, the purchase price may fluctuate with exchange rates. In addition, your bank or credit card issuer may also charge foreign conversion fees. Please contact your bank or credit card issuer for any questions regarding these fees.
6. Is my Personal Payment Profile secure?
We understand the importance of security in online transactions. Aurzen takes all necessary security measures to protect your credit card and other confidential personal information. Aurzen does not share this information to any outside organizations.
7. Can I change my payment method?
It's not possible to modify the payment method after the payment is successful.Please contact the Aurzen Customer Service team to cancel the order and resubmit if you intend to use other payment methods.
1. How do I check my order status?
Aurzen will send order confirmation to the given email address, please check your inbox or spam box for order status. (Note: please make sure the email address which is requested when placing the order is correct.)
2. Can I cancel/make changes to the order I just placed?
Please double-check your delivery address and purchase information before you place an order. If you need to make changes, please contact the Aurzen service team as soon as possible for further instructions. Thanks for your understanding.
3. Why was my online order canceled?
Payment issues: Your payment did not go through or we were not able to verify your payment details.
4. How do I receive an invoice for my order?
Please contact the Aurzen service team for further details.
5. What's your warranty policy?
Please read our Warranty Policy. You can also contact us via email for more details on the warranty process. For projectors bought from authorized resellers, please contact the relevant sales channels for further information.
6. How do I use my coupon code?
To use your coupon code, simply add the items you want to your cart and proceed to checkout. On the checkout page, you will find a field labeled 'Coupon Code' or 'Discount Code.' Enter your code into this field and click 'Apply.' Once entered, the discount will be automatically applied to your order total. Be sure to check that the code is valid and not expired before completing your purchase.
7. I forgot to add my gifts to my shopping cart when placing an order. What should I do?
If you forget to add the gift to your order, please contact the Aurzen Customer Service team for further support.
1. How do I track my order status?
After you purchase on the official Aurzen website, our team will email you the tracking number once the product is shipped. Please frequently check your email, and feel free to the Aurzen service team for further questions.
2. After I place an order, how do I change my order before shipment?
If you need to make changes to your order, please contact the Aurzen service team as soon as possible for further instructions.
3. Shipping Fee
Aurzen provides free shipping for all orders. For more details, please read our Shipping Policy.
4. How long will it take to receive my order?
Shipment times for each product vary depending on availability. The estimated shipping time is shown for each product page. We will make every effort to deliver your package ASAP. If there is any shipping issue with your package, please contact the Aurzen service team.
5. What should I do if I haven’t received my package?
Please check the shipping status regularly for updates and to ensure you receive your order once it is out for delivery. If you haven’t received the package, please contact Aurzen service team for further instructions.
6. Which countries are available for sale?
Aurzen provides free shipping for all orders. You can check if your country/region is available for sale from our shipping policy.
7. Where are the items shipped from? What express service do you use?
For projectors and accessories, normally, we will directly ship the items from our US, EU, & other local warehouses. There are many carriers we cooperate with, mainly UPS, DHL, FedEx, and Amazon logistics. If there are any shipping issues with your order, please contact the Aurzen Customer Service team for further support.
8. How do I modify my delivery date? Can my delivery be delayed?
It's not possible to modify the delivery date manually. Please contact the Customer Service team for further support.
9. How long will it take to receive my order?
The shipment time for each product varies depending on availability. The estimated shipping time is shown on each product page. Normally, we begin delivery within 1-3 days. However, we make every effort to deliver your package ASAP. If there are any shipping issues with your order, please contact the Aurzen Customer Service team for further support.
