Mountain Rain Custom E3 Stainless Steel Handpan Drum 22 Inch 9/10/11/13 Notes Professional Instrument

Please note:
Our default currency is USD. If you choose a payment currency other than US dollars, there may be some differences between paypal's exchange rate and ours due to the payment region and bank issues. Some may be higher than us, some may be lower than us. You can contact paypal to confirm this problem.
In addition, you can also try to use our credit card payment channel (Pingpong Pay), but this problem may also exist.
Please understand.

To make sure the safety of your purchase from Lighteme.com, we now only support one payment method: PayPal, Credit/Debit Card & Local Payment

1. Credit/Debit Card & Local Payment

Types of supported cards: VISA, MasterCard, Discover, Diners Club, Amex

2.Paypal

PayPal provides an easy and quick way to send and request money online. You can transfer money (abroad) to family, friends, online shops, and auction sites.

You can click PayPal button after viewing your items on your shopping cart page. Then you will leave Lighteme.com and enter PayPal's website. You can sign in to your Paypal account, or you can create a new one if you haven't got one. According to the on-screen instructions, you can use the Paypal as you want. Usually, PayPal e-check will take 3-5 business days to be confirmed by Paypal.

The reasons why we suggest you use Paypal:

Payment is traceable. Using your PayPal account you can trace the status of your payment.

When you make the payment for your order, you need not use your credit card online (you can transfer directly from your bank account). When you use your credit card through Paypal, Lighteme.com will not take your credit card number, which will minimize the risk of unauthorized use. 

E-mail: support@lighteme.com

• Due to the peak season approaching, there might be delays in shipping speed. We appreciate your understanding.

How long for shipment?

• Receiving time = Processing time +Shipping time.
• Processing time:
• Normal 1-3 Business Days For Kalimba, Tongue Drums, Lyre Harp and Sing Bowls.
• Normal 3-7 Business Days For Handpan Drums.
• Normal About 7 Business Days For Customized Handpan Drums.

• Estimated Shipping Time:
• USA:
• For Handpan Drums
  a. *5-7 Business Days Fast Shipping by UPS!(Extra shipping fee)
  b. *Free Shipping & Duty Free (15-25 Business Days).
• For Tongue drum and Others - About 15 Business Days; Additional shipping fee(About 7 Business Days).
• EU:
• For Handpan Drums - Free Shipping (About 15-20 days delivery by EMS); Free Duties (About 15-25 days delivery by DPD, Additional shipping fee); Additional shipping fee (About 7 Business Days by UPS, DHL or Fedex).
• For Tongue drum and Others - About 15 Business Days; Additional shipping fee(About 7 Business Days).
• Canada:
• Handpan Drums - 10~20 Business Days, Tongue drum 9~14 Business Days;
• Additional shipping fee(About 7 Business Days).
• Australia:
• 22 inches Handpan - 10~18 Business Days, Additional shipping fee (About 7 Business Days);
• Tongue drum 10~20 Business Days.
• New Zealand
• 22 inches Handpan -10~20 Business Days; Tongue drum 10~15 Business Days;
• Additional shipping fee (About 7 Business Days).
• Rest of World (Worldwide): 7-25 Business Days.
• All products(Send by air. Contact us if you would like more specific information.)

• Note:

• The time we are talking about is a business day and may be delayed if we encounter holidays.
• PO BOX address not supported! (If you only have a PO BOX address, we can only arrange delivery through special channels, depending on the shipping methods supported in different countries and regions. This may result in longer shipping times, and we appreciate your understanding.)

• For different countries and regions, we provide Customs-free shipping methods (Ex: For EU, if you choose DPD free shipping, we will be responsible for the payment of customs duties.), which you can select when placing an order and entering the checkout page. If your address belongs to the EU region, but you can't choose the DPD shipping mode, then the product may not be able to enjoy duty-free shipping. Please note. Thanks.
• All shipments shipped via UPS, DHL, FEDEX, Etc. may incur customs duties. Different countries and regions have different regulations on specific charging standards. If you have any questions, please contact the local customs or tax department directly. Thanks.
• Shipping time excludes clearance/customs delays (if applicable). It might take up to 30 days to get delivered to some countries due to the differences in the customs clearance process.
• Note:
• We will ship out the item according to your requests, but we can not assure you exactly how many days you can receive this item. There are many factors that may cause the delay of your item, e.g. holiday season, bad weather conditions, international couriers strikes as well as war, etc.
• If your address is in a remote area, you may need to pay an additional fee for remote area delivery. Since the delivery fee in remote areas around the world is very different, we will send you the specific amount by E-mail, SMS or Whatsapp according to the quotation of our carrier. If we have not heard from you within two days, we will default to your consent for us to ship the package through other shipping channels, which may result in longer delivery times. please understand.

How to track my order?

We will send you a shipping notice email after your item has been shipped which including order and tracking number. You can send these information to our customer service department, and we will help you with your delivery information. 

Tips for shipping:

1) For delivering successfully, we suggest you leave correct email address, shipping address and mobile number during checkout process.

• 2) Unsuccessful delivery caused by blank mobile column cannot be compensated. 
• 3) PO Box or BFPO is not accepted if you choose express shipping. Your address should be detailed enough, even include apartment or unit number. Nondelivery or extra shipping fee due to personal reasons will not be taken by lighteme.com.
• If you have any question, please contact our customer service department:  support@lighteme.com.

Customs & Import Tax

Customs is a government agency responsible for regulating shipments entering a country or region. All shipments being sent to and from a country or region must clear customs first. It's always buyer's responsibilities to clear customs and pay the relevant custom duties.

• In most countries, however, you have to pay taxes or duties on imported goods. Sometimes goods under a certain value, or in certain categories, do not incur taxes.
• The rules are different in every country. Unfortunately there is no way for us to know the rules, regulations, customs, traditions, practices, loopholes, schemes, systems, paperwork, codes, laws, or rulings of every single country.
• Therefore, we cannot, and will not, offer advice about taxes in your country. As the buyer, it is your responsibility to find out that information before you order.
• If you have to pay import taxes and/or additional duties and sales taxes, then you would have to pay that to the courier upon receipt of the package(s). We can't calculate this for you or you cannot pre-pay it. If you are drop-shipping or sending a gift item to someone, please make sure they are aware of the possibility of having to pay taxes when receiving the goods.  If the package is shipped back because of the failure of custom duties/taxes payment, we have no responsibility to refund the order.
• Please find out as much as you can about your import taxes in your own country before completing your order.
• E-mail: support@lighteme.com

About Return & Refund

Lighteme always take pride in our product quality and our strict quality control system. In order to provide you with maximum peace of mind, we offer a 15 calendar days return policy after you received the item (which is shown by the delivery information).

If you have any problems about the item you purchased, please contact our customer service department through e-mail:support@lighteme.com within 15 calendar days after receiving your order (which is shown by the delivery information). We will do our best to support your request. 

Please notice, we don't support returns and exchanges for customized handpans, please understand. For the sake of prudence, we will send a video of the  test tone for your confirmation before shipping, please pay attention to check your email. But if something does go wrong, we'll take care of it for free.

Please notice, if you choose the express shipping method with extra shipping, if in case of return, we will not refund the extra shipping, please understand.

I Return Process

To guarantee a fast and efficiently warranty process: 

1. Please inform us your order number, describe the issue of the product and provide us pictures or video that can display the problem.
2. Our customer service department will reply you within 24 hours in business day and 48 hours in non-business days after receiving the emails.
3. Please do not return your products directly to the address on the package that you have received. The return address that provided by our customer service is valid only! Any return or exchange will be valid only if our customer service department accepted. And you are responsible for the loss due to the wrong address.
4. If you do not provide sufficient information, we have the right to reject your request for return. Thank you for your understanding and we deeply appreciate your cooperation.

II Return Policy

1. About color difference:

Please notice that there might be a slight color difference between the product picture on our website and the actual product due to different monitors’ settings. We are committed to presenting the true appearance of the product, including its color.

But sometimes the color difference is inevitable. We are grateful if you can understand and accept the slight color difference.

If there was a large color gap between the actual product and the color displayed on our website. You can return the item. When you provide picture evidences, please take pictures of the product under natural daylight. Be noticed that not to take any pictures under nighttime lighting or under intense sunlight. These extreme conditions can cause unrealistic appear of the picture.

1. Please notice that any item that has been used does not qualify for a return. Please return it with the original packing. We do not accept a returned item that's worn, damaged, washed or altered in any way, and the label should be attached.
2. About the shipping fee:

If it is our responsibility to generate a return, such as zipper malfunction, ripped or torn, obvious color difference, mis-shipped products, and major difference between the photographed product and the product that you have received, shipping fee might be refunded depending on the severity of the problem. But sorry that if you return because of personal reasons such as customer just dislikes the item or other subjective reasons, the shipping fee is non-refundable. 

1. No exchange or return on promotional items.
2. You can exchange your item if the color is not your favorite or the other personal reasons. But the shipping fee of this exchange including your delivery and our delivery is your responsibility. In view of your cost, we suggest you to return your item and place a new order. Shipping fee policy is same as point 3.

III Package Returned 

1. Please inform us the return tracking number after you returned your items.
2. In case you have any other questions, please do not hesitate to get in touch with our customer service: support@lighteme.com.

About Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at support@lighteme.com