FAQ

Elanlume™ focuses on practical smart home sensors and controls. Our collection includes environmental sensors, motion sensors, door and window sensors, vibration sensors, smart buttons, switches, plugs, infrared controllers, hubs, and gateway-style devices designed for connected-home applications.

Compatibility depends on the individual product, communication protocol, required hub, app, and smart-home setup. Some products may work as part of the same compatible system, while others may have different requirements. Please review the specific product page before ordering.

Not every product necessarily requires the same setup. Some devices may connect through a compatible hub or gateway, while others may operate differently. The applicable requirements should be shown on the individual product page or product instructions.

Certain compatible setups may support app notifications or condition-based alerts. Availability depends on the sensor, application, hub, network, and configuration being used. Please check the specifications of the exact product you are purchasing.

Depending on the product, sensors may be suitable for locations such as bedrooms, living rooms, home offices, hallways, doors, windows, cabinets, storage spaces, and other appropriate indoor areas. Always follow the placement and operating instructions supplied with the specific device.

Unless a specific product explicitly states otherwise, our consumer smart-home sensors are intended for everyday connected-home monitoring and automation. They should not be treated as replacements for professional security, fire, medical, or other life-safety systems.

Before purchase, review the product page for information about connectivity, power requirements, hub requirements, installation, supported applications, dimensions, and other relevant specifications. If anything is unclear, contact service@elanlume.com before placing your order.

Some powered or in-wall products may require electrical installation. Always confirm the product's voltage, load, wiring, neutral-wire, grounding, wall-box, and other installation requirements before use. If you are not comfortable working with household electrical wiring, use a qualified electrician.

Orders are generally processed within 2–4 business days after payment confirmation. During holidays, major sales periods, or other high-volume times, processing may take up to 5 business days.

Standard shipping is currently charged at a flat rate of $5.99 USD per eligible order unless another promotion or shipping condition is clearly displayed before checkout.

After dispatch, estimated delivery is approximately 10–15 business days to the United States, 11–16 business days to Canada, the United Kingdom, and Australia, and approximately 15–20 business days to other supported destinations. These are estimates rather than guaranteed arrival dates.

Yes. Once available, shipment tracking information will generally be sent to the email address used for your order. New tracking numbers may take approximately 1–3 business days to begin displaying carrier movement.

Depending on inventory and destination, orders may be fulfilled from our own or partner manufacturing and fulfillment facilities. We do not represent every order as shipping from a local U.S. warehouse. Items in the same order may occasionally ship separately.

Please contact us within 12 hours after placing your order if you need to request a cancellation or shipping-address change. We will make reasonable efforts to help, but once fulfillment, packing, or shipment has begun, a change may no longer be possible.

Eligible products may be returned within 30 calendar days after delivery. Please contact us before sending an item back. Approved returns will receive the appropriate instructions and return location.

For an eligible preference-based return, return shipping is generally the customer's responsibility. If an approved item arrives damaged, defective, incorrect, or materially different from what was ordered, we will provide an appropriate resolution without unfairly transferring the reasonable correction cost to the customer.

After an approved return is received, inspected, and accepted, the refund is generally initiated to the original payment method within up to 10 business days. Your bank or payment provider may require additional time before the funds appear in your account.

Contact us as soon as possible at service@elanlume.com. Include your order number and a brief description of the issue. Photos or video may be requested where relevant so our team can review the situation and provide an appropriate solution.

First check around the delivery area, mailbox, reception desk, household members, building staff, or other secure locations. You may also contact the carrier for additional delivery details. If the package still cannot be located, contact us with your order number and tracking information so we can review the situation.

Our customer support channels are available 24 hours a day, 7 days a week. You can email service@elanlume.com or call +86 13141257677. For an existing order, please include your order number whenever possible.