FAQs

Is a signature required for delivery?

Yes. All USA/Canada orders ship via UPS with signature requirement from our Southern California facility and are shipped in the order received. 

UPS will not allow us to change the signature requirement once shipped, and they won't insure high value shipments without the signature. The recipient can waive the signature requirement or have the package held for pickup by clicking the 'Change my Delivery' button and signing up for 'UPS Choice' on the tracking page.

However, waiving the signature requirement will cancel and UPS or Platinum Insurance Protection on the package. Feel free to contact us at support@platinumtherapylights.com if we can be of any further assistance.

What if I won't be home on my scheduled delivery day?

We are sorry to hear you will not be home on your scheduled delivery day. You can change the delivery to another address, delay the delivery or have it held at a pickup location by clicking the 'Change my Delivery' button and signing up for 'UPS Choice' on the tracking page.

Feel free to contact us at support@platinumtherapylights.com if we can be of any further assistance.

Why do I have to pay upfront for items on backorder?

We understand your concern about paying upfront for our products. The high demand for our BIOMAX lights reflects their unparalleled quality and effectiveness, making them a highly sought-after investment in health and wellness.

Our lights are exclusive due to their advanced technology, superior output, and proven results, which have made them the clinical and industry standard. By paying upfront, you secure your place in line for the next available shipment, ensuring you receive our exceptional products as soon as possible.

We appreciate your understanding and are confident that the wait will be well worth it. Investing in PlatinumLED Therapy Lights means choosing the best in light therapy technology.

Why was my delivery delayed?

We’re very sorry to hear that your delivery is delayed. Delays can happen during transit, but we understand the inconvenience it may cause. The expected delivery date should update within a day or two and we recommend to always track your shipment using the tracking system for the latest updates.

Feel free to contact us at support@platinumtherapylights.com if you do not see any tracking updates in the next few days. We'll be happy to reach out to to our contacts at UPS to assist.

Why hasn't my order shipped?

We understand your frustration with delay in shipping our your order. The demand for our products is extraordinarily high which is a testament to their unmatched quality and effectiveness. Due to this high demand at times we go in and out of stock on our lights and stands.

To keep you informed, we provide a link to the ETAs on product pages, a link to our shipping information at the top of our website, and all lead times through our chat feature. These resources are designed to help you plan your purchase with confidence. We're sorry if they were missed.

Our lights are exclusive because they deliver superior results that set them apart from anything else on the market. We appreciate your patience and assure you that investing in a PlatinumLED light is a commitment to the best in light therapy technology.

For all shipping news, information and expected ETAs of shipments, we would ask that you please make sure to always check the SHIPPING INFORMATION link at the top of the website.

All orders are shipped in the order that they were received and as soon as an order ships, you will receive an automatic tracking email. Customer service however does not have the ability to know the exact shipping ETA for a particular order aside from the information that is posted on the website.

What should I do if a package is returned to sender or I missed delivery?

If a package is returned to our warehouse because it was not signed for or missed upon delivery, the order will be refunded minus the 20% restocking fee. A new order will need to be placed in order for it to be properly processed through our system.

Feel free to contact us at support@platinumtherapylights.com if we can be of any further assistance.

My package shows delivered but I don't have it?

We're sorry you haven't received your package. Please check your tracking information to see if it's being held at a UPS Customer Center for pickup.

If the package shows it was delivered to your address, check with your neighbors and front desk if you live in an apartment or community. You can also call UPS directly at 1 (800) 742-5877 with your tracking number for assistance.

Lastly, contact us at support@platinumtherapylights.com so we can start a claim process with UPS. We hope to resolve this quickly.