FAQ
How quickly can you answer my question?
Most support emails are answered within 6-12 hours. During peak seasons or weekends, replies may take a little longer. You can contact us at support@basesuntech.com.
How long does a free design preview take?
For custom light paintings, our design team usually sends the first preview within 24-48 hours after we receive a clear photo and your request details. If the image is blurry, too dark, or missing key information, we may contact you for a better file before starting.
How long does production take?
Ready-made items usually ship within 2-5 business days. Custom light paintings are made after you approve the design and complete payment; production usually takes 3-7 business days. Complex custom designs or holiday periods may require extra time.
How long does shipping take?
Estimated delivery after dispatch is usually 7-12 business days to the United States, 7-15 business days to Canada, Australia, the United Kingdom, and most European countries, and 10-20 business days to other international destinations. Delivery times can vary because of customs checks, local carriers, holidays, weather, or remote addresses.
Do you offer free worldwide shipping?
Yes, we offer free worldwide shipping on most orders. If a location requires an extra carrier fee or cannot be served by our standard shipping method, the available options will be shown at checkout or our support team will contact you before fulfillment.
Will I receive tracking information?
Yes. Once your order ships, we will send a tracking number by email. Tracking may take 24-72 hours to update after the package is handed to the carrier.
Will my order come in one package?
Depending on the items ordered and fulfillment location, your order may arrive in separate packages. Each shipped package will have its own tracking information.
Can I change or cancel my order?
If your order has not entered production or shipping, contact us as soon as possible at support@basesuntech.com. For custom light paintings, changes are easiest before design approval. Once a custom item has entered production, changes or cancellations may not be possible.
What if my order is delayed?
If your tracking has not updated for several days or your order is beyond the estimated delivery window, please contact us with your order number. We will check the shipment and help with the next step.
What if my item arrives damaged or defective?
Please email support@basesuntech.com within 7 days of delivery with your order number, photos of the packaging, and clear photos or video of the damaged or defective item. After review, we will help with a replacement, repair solution, or refund depending on the situation.
What is your refund policy?
For non-custom items, you may request a return within 30 days of delivery if the item is unused, in its original condition, and in its original packaging. Return shipping may be the customer's responsibility unless the item arrived damaged, defective, or incorrect.
For custom or personalized items, refunds are available before production starts. Once you approve the design and the custom item enters production, it cannot usually be returned or refunded unless it arrives damaged, defective, or significantly different from the approved design.
Do you offer a warranty?
We stand behind our products. If your item has a quality issue after arrival, contact us with your order number and a short description of the problem. We will review the case and help with a suitable solution.
What payment methods do you accept?
We accept major credit cards, PayPal, and other secure payment methods shown at checkout.
How do I contact customer support?
Email us at support@basesuntech.com. Please include your order number when asking about an existing order so we can help faster.