FAQs
Order
Lention makes it easy for everyone to keep track of his/her account. Accoding to the following steps, you can track your orders status quickly.
Tracking Steps:
Step 1. Visit tracking order page at https://www.lention.com/pages/tracking-order.
Step 2. Enter your order ID: LT#xxxx and your order email
Step 3. Clik "Track Order"
Step 4. Use your tracking numbers to track your parcel on different delivery tracking website.
Lention makes it easy for everyone to shop at Lention with a few steps.
Please note that:
We will begin to process your order upon receipt of your payment and an order confirmation email will be sent to you.
You could check your order status and track the parcel(s) in the Tracking Order Page.
For more information about the package shipping, you could click here.
Now let's start shopping.
Step 1: Choose the items you want and click on “ADD TO CART” or “BUY IT NOW”.
Tips: Select your preference option, length, charging power, color or quantity if necessary.
Step 2: Log in your Lention account.
1. Choose "Sign In" if you already have an account;
2. Choose "New to Lention" to register with your email account otherwise.
3. Fill in your shipping address
Step 3: Complete billing information.
1. Choose one shipping option;
2. Select a payment method, PayPal checkout or other.
Step 4: Fill in your payment information and click the "CONTINUE" button to complete the purchase.
Processing usually takes 1-3 business days for your order. We will send you an email if the processing for your order takes longer than expected. The shipping time will depend on your shipping address. Please refer to our Delivery Policy & Shipping Option for more details information.
Sometimes, your package may require a signature before it can be delivered. In such cases, the delivery service may leave your parcel with a neighbor or at the reception. Alternatively, you can arrange for a family member or neighbor to sign for it on your behalf.
You can also contact the shipping company for more details about your package using the tracking number we provided. If you miss the delivery, please reach out to the shipping company to either arrange a re-delivery or schedule a pickup for your package.
If you would like to make changes to your order, we recommend cancelling your order and proceed to place a new order. Please note that while most of our products can be cancelled up until they are shipped, certain products cannot be cancelled for restocking/processing fees may apply.
Please note that we can help you modify your order BEFORE shipment. Once your package shipped, we will not be able to change anything.
If you need to modify your order, please contact us through email (support@Lention.com).
If you did not received a confirmation email for your order, you may have an incorrect registered email address or the confirmation email might go in your spam folder. You may log into your Lention account: https://www.lention.com/account and click the "My Orders" button to see your orders. Or you may go to "support -- order support" to submit a ticket online to find out more information.
Cancellation Policy-Order Cancellations
Orders canceled within 1 day of payment confirmed will be eligible for you to get a fast full refund. Please submit a help ticket from "Support" or email us at sales@lention.com if you decide to cancel your order. If you notify us of order cancellations when the product has already been shipped out, your order can NOT be canceled any more. You will have to reship the product back to us at your own expense in case you do not want it. Please kindly note that once the production process has begun, the item goes out of our warehouse, and we cannot help you cancel your order.
Delivery
The logistics time will be different due to the country area, product inventory, etc.
Please check the estimate time of delivery in details here>> https://www.lention.com/pages/delivery-policy-shipping-options
Lention provides delivery service to Global area. We use the services of a major, trusted international carrier to ensure that your packages arrive safely and reliably at their destination.
However, we are unable to delivery to the following countries:
Belarus, Burundi, Central African Republic, Cuba, Democratic Republic of the Congo, Iran, Iraq, Lebanon, Libya, MaliNicaragua, North Korea, SomaliaSudan and Darfur, South Sudan, Syria, Ukraine,, Venezuela, Yemen, Zimbabew, Albania, Bosnia and Herzegovina, Kosovo, Montenegro, North Macedonia, Serbia
We ship products from China, Amazon warehouses, as well as other countries warehouses show as below:
United State Warehouses
Consignee:USGRS W5ZMW45 Address:5610 Grace Pl GRS W5ZMW45 City:Commerce State/Prov.:California Country:United States of America ZipCode:90022 Tel:3235970311
Consignee:USGRS W5ZMW45 Address:1000 High St GRS W5ZMW45 City:Perth Amboy State/Prov.:New Jersey Country:United States of America ZipCode:8861 Tel:7184542809
Australia Warehouse
Consignee:AUGRS W5ZMW45 Address:Block G2 391 PARK ROAD REGENTS PARK GRS W5ZMW45 City:REGENTS PARK State/Prov.:New South Wales Country:Australia ZipCode:2143 Tel:02-9644-1851
United Kingdom Warehouse
Consignee:UKGRS W5ZMW45 Address:Leicester Commercial Park Unit 1, Dorsey Way GRS W5ZMW45 City:Enderby State/Prov.:Leicester Country:United Kingdom ZipCode:LE19 4DB Tel:01582-477267
Canada Warehouse
Consignee:CAGRS W5ZMW45 Address:102-6791 Elmbridge Way GRS W5ZMW45 City:Richmond State/Prov.:British Columbia Country:Canada ZipCode:V7C4N1 Tel:6042421283
Japan Warehouse
Consignee:JPGRS W5ZMW45Address:大阪市住之江区南 港中1-4-140レッドウッド南港DC1 2F GRS W5ZMW45City:OSAKA SHI SUMINOE KUState/Prov.:OSAKA FUCountry:JapanZipCode:559-0033Tel:8106-6606-8677
Spain Warehouse
Consignee:ESGRS W5ZMW45 Address:C/ Rayo, Modulo 2 Parc. 2.4 Pol. Ind.La Quinta GRS W5ZMW45 City:Cabanillas del Campo State/Prov.:Guadalajara Country:Spain ZipCode:19171 Tel:916997679
France Warehouse
Consignee:FRGRS W5ZMW45 Address:8 rue de la Patelle, Bat-3, Porte-310 GRS W5ZMW45 City:Saint-Ouen-l'Aumône State/Prov.:Val-d'Oise Country:France ZipCode:95310 Tel:'0767620833
Germany Warehouse
Consignee:DEGRS W5ZMW45 Address:Albert-Schweitzer-Str 1 GRS W5ZMW45 City:Grolsheim State/Prov.:Rheinland-Pfalz Country:Germany ZipCode:55459 Tel:0151-66342177
Czech Republic Warehouse
Consignee:CZGRS W5ZMW45 Address:4PX Express CZ s.r.o, Lidicka 498 GRS W5ZMW45 City:Jenec State/Prov.:West Prague Country:Czech Republic ZipCode:252 61 Tel:'00420311909222
Note: Please do not send your return to the address on your package. That is not our return address and will affect the processing of your return.
If you need return item please check return process here.
Your estimated delivery date including processing time and delivery time – please allow up to this date for your order to arrive. Please check the Delivery Ways & Time page for details.
You will be able to follow your order as it’s been sent with traceable service. To check this, you could log into your account and check "Track Order Details" under "My Orders" to follow your parcel.
If your estimated delivery date has passed and you haven’t received your order, please contact our email for further help: sales@lention.com
Generally there are multiple possible reasons:1) Wrong or incomplete address: 2) Invalid phone number: 3) Unable to deliver
Please go to "Track Order Details" under "My Orders" to find the tracking number first and contact the shipping company for more information. You may also contact our email (sales@lention.com) for further help.
It takes some time for the tracking website to update the information. If your shipment is sent from our international warehouses, the information will not be updated until it reaches the next shipping station.
In some case the shipping company may not update the package information in time. Please feel free to to contact our email (sales@lention.com) for help.
In some cases, products shipped from China will be subject to VAT, other taxes, duties and / or charges imposed by the destination country / territory. These additional taxes or customs charges are for the account of the addresses. Unfortunately, due to the wide variation in customs and tax policies among countries, it is not possible to estimate the possible charges. For more information, please contact your local customs office or visit their official website. In some cases, customs clearance procedures are required; in such cases, there may be delays that will affect our initial delivery time.
Due to the customs policy of different countries, we CANNOT guarantee if there is a tax for your order. Our product price does not include VAT or import tax of your country. But we’ll try our best to declare a comparatively reasonable value for the product.
From our previous experience, the following countries/regions haven’t been charged for import tax including the U.S, Singapore, South Korea and other EU countries (except remote area) such as Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Hungary, Ireland, Italy, Latvia, Luxembourg, the Netherlands, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, United Kingdom
If you have any special requests about the shipping option or delivery condition, you may leave your request on "Support", or directly contact our after sales service team at support@lention.com.
Normally, our customers are not charged for tariffs. However, due to increasingly strict customs inspections, this may occur in certain situations. We have no control over these charges, and we cannot predict the cost, as customs policies and import duties vary widely by country. According to our policy, customers are responsible for any tariffs incurred. We recommend contacting your local customs office to retrieve your parcel. Failure to do so may result in your parcel being destroyed rather than returned. For further assistance, please contact our customer service team via email at sales@lention.com.
If a tracking number is provided, it means the package has been shipped.
The package is first sent from our warehouse and then transported to the Transportation Company's Processing Center. From there, the package is flown to the destination airport, where the transportation company will take over. Once they scan the package, the tracking information will be updated. Please note that it may take 3-5 days for any activity to appear after the package leaves our terminal. When it reaches the next station, kindly allow some time for the courier to update the tracking information.
If you have any questions, please feel free to contact us via email at sales@lention.com.
(1)Leave fields blank if they don't apply to your shipping or billing address. Do not enter "N/A," "Not applicable," "None," "Same," etc.
(2)Enter information in the appropriate fields. For example, do not enter city and state information in the "Address Line 2" field; use the provided city and state fields instead.
(3)Avoid using accent marks or non-English characters. Our systems can't process Chinese characters, Cyrillic letters, etc., and entering these into any of the address fields may delay shipments of your packages.
(4)Please avoid filling address that is too long, due to our system's limitation. If your address is too long, please shorter it.
Returns & Exchanges
Return Process
We do NOT accept any random return or exchange of products. Returns or exchanges must be arranged within 30 days after you received the package. We will offer refund or exchange only for products with return authorization number. If you do return the products randomly, we will not offer any refund.
Step One: Get a Return Authorization number
Finish and send a return request to customer service mailbox within 30 days after you received the package. It should include an explanation and photographs documenting the reason for the return. Returns will not be accepted without prior approval from our Customer Service. Once Customer Service approves your request, Return Authorization Number will be attached in the confirmation email; Packages without Return Authorization Number will be REFUSED and will not be refunded or exchanged.
Step Two: Inspect merchandise
All returned or exchanged items must:
- have original product package;
- be in perfect condition;
- have no stains, scratches, or damage of any kind;
- be returned with all accessories;
Items returned in unacceptable condition will not be processed as refunds and cannot be shipped back to you.
Step Three: Ship merchandise to LENTION Warehouse
Please be sure that the item(s) can be sent out within 7 days after you get the Return Authorization Number, or we reserve the right to refuse the return. Put your Return Authorization Number clearly on the outside of the package. Please send item(s) and offer us the tracking number and tracking website within 7 days from the time you get the Return Authorization Number from us, or we will Not accept return and refund after 7 days. Send your package to:
United State Warehouses
Consignee:USGRS W5ZMW45
Address:5610 Grace Pl GRS W5ZMW45
City:Commerce
State/Prov.:California
Country:United States of America
ZipCode:90022
Tel:3235970311
Consignee:USGRS W5ZMW45
Address:1000 High St GRS W5ZMW45
City:Perth Amboy
State/Prov.:New Jersey
Country:United States of America
ZipCode:8861
Tel:7184542809
Australia Warehouse
Consignee:AUGRS W5ZMW45
Address:Block G2 391 PARK ROAD REGENTS PARK GRS W5ZMW45
City:REGENTS PARK
State/Prov.:New South Wales
Country:Australia
ZipCode:2143
Tel:02-9644-1851
United Kingdom Warehouse
Consignee:UKGRS W5ZMW45
Address:Leicester Commercial Park Unit 1, Dorsey Way GRS W5ZMW45
City:Enderby
State/Prov.:Leicester
Country:United Kingdom
ZipCode:LE19 4DB
Tel:01582-477267
Canada Warehouse
Consignee:CAGRS W5ZMW45
Address:102-6791 Elmbridge Way GRS W5ZMW45
City:Richmond
State/Prov.:British Columbia
Country:Canada
ZipCode:V7C4N1
Tel:6042421283
Japan Warehouse
Consignee:JPGRS W5ZMW45
Address:大阪市住之江区南 港中1-4-140レッドウッド南港DC1 2F GRS W5ZMW45
City:OSAKA SHI SUMINOE KU
State/Prov.:OSAKA FU
Country:Japan
ZipCode:559-0033
Tel:8106-6606-8677
Spain Warehouse
Consignee:ESGRS W5ZMW45
Address:C/ Rayo, Modulo 2 Parc. 2.4 Pol. Ind.La Quinta GRS W5ZMW45
City:Cabanillas del Campo
State/Prov.:Guadalajara
Country:Spain
ZipCode:19171
Tel:916997679
France Warehouse
Consignee:FRGRS W5ZMW45
Address:8 rue de la Patelle, Bat-3, Porte-310 GRS W5ZMW45
City:Saint-Ouen-l'Aumône
State/Prov.:Val-d'Oise
Country:France
ZipCode:95310
Tel:'0767620833
Germany Warehouse
Consignee:DEGRS W5ZMW45
Address:Albert-Schweitzer-Str 1 GRS W5ZMW45
City:Grolsheim
State/Prov.:Rheinland-Pfalz
Country:Germany
ZipCode:55459
Tel:0151-66342177
Czech Republic Warehouse
Consignee:CZGRS W5ZMW45
Address:4PX Express CZ s.r.o, Lidicka 498 GRS W5ZMW45
City:Jenec
State/Prov.:West Prague
Country:Czech Republic
ZipCode:252 61
Tel:'00420311909222
LENTION only accepts prepaid packages. We do not accept C.O.D. If it's a mistake made by us, then you will be reimbursed for the return shipping.
If the items are not in their original condition, we may charge processing fee to cover our lose. Your order may not be refundable if the items turn out to be impossible to be resold.
Please use post mail instead of express delivery to return the items to save your shipping cost and avoid tax in our side.
Step Four: Credit or Exchange
Once we received your item, your return will be processed in 3 to 5 business days. After our confirmation of your return, please allow up to two billing cycles (Less than 30 days) for it to be credited to your account.
LENTION offer a 30-day return & exchange policy. For any reason you're not satisfied with your purchase, you may return or exchange the item in its original condition as long as you contact us within 30 days (from the delivery date). Before returning items to us, please read and follow our sincere instructions below. We'll appreciate your carefully reading on our return policy and making sure that all criteria are met before mailing any items back to us.
Return Policy
Returning For Replacement or Refund
When the package arrived, we sincerely encourage you to check it/them as soon as possible.
If you have a quality issue to report, you can write us an ticket on support page here or an email at support@lention.com and we will offer you solutions. If we consider that the issue needs to be checked by the tech team, we will inform you to return the product and we will offer you a replacement. You can email us for the return shipping address of our warehouse based on your location.
If you intends to return or exchange it/them please make sure they are in their original condition as following:
- have original product package
- be in perfect condition
- have no stains, scratches, or damage of any kind
- be returned with all accessories
Defective, Damaged or Misshipped Items
Please kindly check the package contents before signing. You can get a refund of the full purchase price plus shipping costs for defective, damaged or mis-shipped items. Quality problem can be defined as obvious quality defects. If your items were damaged during delivery, we suggest you to take photos or video and get a "Proof of Damage" documentation from the delivery carrier. If your items were mis-shipped, please submit the photographs to service@lention.com and we'll have the designated personnel to deal the issue within 24 hours.
Dislike items
According to our warranty policy, if it is not related to product quality problem, and the customer wants to return the product, the customer needs to pay the return shipping cost, as we’re not able to request return shipping label from courier partner at the moment, the return cost need you to check with the courier of Postal service. Once we received the product in our warehouse, we will issue a refund for the product cost only (we will not cover the shipping cost from and to LENTION warehouse). You can email us at support@lention.com and we can provide you with the address to our warehouse based on your location where you can return the product.
Return & Exchange Conditions
1. Items returned without authorization will not be accepted.
2. The time frame for return & exchange must not exceed 30 days from when the original order was received.
3. All items must be returned in their original condition, without scratches or signs of wear, and must not be resized or altered in any way.
4. When returning or exchanging items, customers must use a shipping method that has tracking on it. Returns or exchanges with no tracking will not be processed.
5. For return, any promotional gifts received must be included with the returned items. Otherwise, the retail price of the promotional gift will be deducted from the refund.
Note: Please do not send your return to the address on your package. That is not our return address and will affect the processing of your return.
Refunds
Returns will be processed within 3 days upon receiving your package or immediately after checking the returning tracking information you provide. The refund will be issued to your original payment account.
Please Note:
* The shipping rate is non-refundable if the return reason is not Defective, Damaged or Misshipped Items . Although you may have enjoyed free or undervalued shipping, we do incur the original cost of shipping for every order. Therefore, we do not refund our original shipping cost.
Late or Missing Refunds (if applicable)
If you haven’t received a refund after 7 days we processed your return. Firstly please re-check your bank account. Secondly please contact your credit card company or your bank. Since the processing time was delayed. If you’ve done all of this and you still have not received your refund yet, please contact us at support@lention.com.
Payment & Promos
Basically, we accept 2 kinds of payment method: PayPal and Checkout Online Payments. PayPal can be used at lention.com to buy items by PayPal Account, as well as Credit Card ( Visa, MasterCard, Discover, and American Express), Debit Card ( Switch, Solo and Maestro) or E-banking( i.e. using your regular Bank Account), for instance, GiroPay.
1) Check the details of the card to ensure the information is correct, such as the due date or your bill mailing address. (common problems include misspelling of name)
2) Make sure you enter the correct security code.
3) Your Card Issuing Bank may have declined your payment. Please contact your card issuing bank. If the above information is still invalid, you can try to use other payment methods or use more convenient, more secure PayPal payment!
There are different ways you can choose to pay on our website. We support PayPal, PayPal Credit/Debit Card, More payment methods are being opened. We are committed to helping anyone in the world buy from KWOKING.com by offering a variety of payment methods.
We are happy to accept wire transfers from any country / region in the world which is handled by a local institution.
However, current technical problems make it impossible to process credit and debit card payments in certain countries / regions. In addition, PayPal may have restrictions on its service depending on the country or region.
Please visit the PayPal website for the latest information on the availability of the service. If you are in a country where PayPal or credit cards are not available, learn more about how to pay for KWOKING.com orders by wire transfer or Western Union here.
Your payment method has flagged us to do a thorough security check to assure that the payment method is being used by an authorized user.
Please check your email and reply with the requested documents, and we will pay great attention to your info security.
Unfortunately, no. In our site, you could only apply one coupon code all at the same time.
We apologize for this inconvenience, as the price will be changed in different promotions, and we are not able to issue a refund for the difference. Lention reserves the right to change the promotion at any time with our sole discretion. Thank you for your understanding and support.
It may be caused by the following reasons:
1. The discount is applied to the original price but not the sale price on the page. If the item is on sale or discounted more than the coupon discount, the coupon code could not be used.
2. The code has already expired.
3. The purchase amount is limited.
4. If you still have problems, you can contact customer service(sales@lention.com) for help.
Account
A Lention account makes our shopping easier, which allows you to:
(1)Check the status of the current order and track previous orders.
(2)Contact customer service, If in doubt, order updates and general help.
(3)Store your shipping and payment information to simplify the checkout process.
(4)Ask questions and / or write product reviews. By adding product reviews, you can enter contests to win prizes.
(5)Add An item to "Add To Cart" for future purchase.
Sign into “My Account” >>“My Address” >> " Edit / Remove or Add A New Address"
One of the most secure online systems is applied to our website to protect your personal information against unauthorized use.
We also utilize secure socket layer (SSL) technology where any personal information obtained through our website is private and maintained in a secure and protected environment, and will never be released to any unaffiliated third parties.
If you forgot your password, Click "forget your password." You will be asked to enter an e-mail account and a new password will be sent to you immediately. After logging in with the new password, go to "my order" and enter account settings to change the password.
Please contact our customer service by sales@lention.com.
You will not receive any notice from our system after we delete your account. But you can have a test on the Lention website. If the account was deleted successfully, it will show "The Email Address or Password you entered is incorrect''. And there is no need to reply to our customer service for confirmation. Please don't forget to "Unsubscribe".
We respect your privacy and keep your personal information confidential.
When you visit our site, the information collected is stored by your browsers, such as your name, phone number, postal code, and address. Cookies can be used to recognize your IP address and provide faster access to our site.
You can restrict the use of cookies by changing the settings in your browser, which may limit your access to our site.
There is no need to register or activate the 12 month warranty.
All Lention products Items sold by lention.com and Amazon Lention official store are covered by our 12 months quality warranty by default. Any items with quality issues are guaranteed with a REPLACEMENT or FULL REFUND in the remainder of the warranty period. If your product falls due to defects in materials, workmanship or there is any suggestion, please contact our support team by the following steps, with your order number and isseue details. Please follow the steps to contact us:
Navigation Bar - Support - Order Support - Fill the from - Click "Submit"
Lention fully stands behind the products we sell. Any after-sales problems can be handled directly by submitting the order number to us at this page https://www.lention.com/pages/support Please rest assured that in respect of Lention product quality, tech support and after-selling services.