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FAQ

Frequently Asked Questions

Here are a list of commonly asked questions about the solutions and services we offer.


Shopping
How do I buy a product?
1. Add products to your Shopping Cart.

2. The product will be displayed in your shopping cart. At all times, while using our website, you will see a summary of the total number of items in your cart and the sub-total amount.

3. Proceed to checkout to begin the checkout process
How do I change my order AFTER checkout?
If you have already checked out (completed your order), then please contact us as soon as possible. In the case of our portable units, we can change your order if it has not yet been shipped. With our laser modules and alignment lasers, it may depend on whether there is custom work involved that has already begun. Please contact us for more information.
How do I change my order BEFORE checkout?
You may change your order at anytime while you are shopping. Click 'View Cart' located in the top right of the screen. This will display your Shopping Cart. You may remove item(s) or change the quantity of item(s) in your Shopping Cart. Select 'Update' once you have made a change to recalculate the sub-total.
What are my payment options?
Credit Card: We accept payment through Visa and Mastercard credit cards. Customers who use American Express are requested to contact sales@laserglow.com in order to process their transaction.

Check: We accept payment by US and Canadian bank check. Please note: there is a 15 business day hold on US checks and a 5 business day hold on Canadian checks.

We do not accept walk in business, please call 416-729-7976 to make an appointment.

Please send check to:

Laserglow Technologies
99 Ingram Dr. Unit B
North York, Ontario
Canada M6M2L7

Purchase Orders: We welcome purchase orders from US and Canadian public & private universities, governmental agencies, financial institutions, hospitals, research laboratories, government organizations, astronomy organizations, and other established companies. Please fax PO's to 1-480-247-4864.

Wire Transfer Payments: Please contact us via email or over the telephone for our bank account details.

** Please note we do not accept EFT/ACH payments from financial institutions outside Canada.

*If you prefer not to place your order online, please feel free to call us at 1-416-729-7976 Monday to Friday 9:00 am to 5:00 pm Eastern Standard Time and our staff can process your order over the telephone. If you would like to fax or mail your order to us, please place your order in our system, when you checkout, select "payment by mail".

Please note that all of our advertised prices are in US dollars
When will you bill my credit card?
Your credit card will be billed at the time your order is placed.
Shipping And Delivery
How can I track my shipment?
Using your email address and your password, you can login to check on the status of your order. Our system will provide you with an estimated time for delivery, along with a tracking number if applicable to the service you selected. You should also receive an email with this information as well. If your product does not arrive within the specified period of time stated in the email or on our website please contact us and we will investigate the matter for you. If your product has been sent without tracking confirmation, please wait until the estimated date of arrival before contacting us. If the product has not arrived at your door within a reasonable amount of time, we will be happy to re-send your product at no additional cost to you.
How long will it take for my order to ship?
If the item is indicated as IN STOCK on the website, then all orders that are received before 11:00 AM EST will ship out the same day. Orders received after 11:00 AM EST will be shipped out the following business day unless you have called or emailed us to make arrangements.
How much is shipping to my location?
Shipping rates vary for each product depending on the size, weight, destination and type of service selected. Our shopping cart can calculate shipping on any of our products for any

destination. To obtain a shipping quote on a selected product, simply click the add to cart button for the product you are interested in and enter your shipping address.
How much will the duties and taxes cost on my order?
1. All international shipments (those outside Canada) may be subject to taxes / duties /government fees levied by their respective governments.

  a. Customers in the USA importing product valued at $200 USD or greater may* be subject to the following charges, and may change without notice by U.S. Customs:

    i. Duties (up to 3.1% of product value)

    ii. Merchandise Processing Fee: $25 and up for shipments valued over $2000 USD

    iii. If a laser is included in the shipment, the US FDA may charge $20.75 for an inspection fee

    iv. If any of the above charges are levied UPS will charge a Bond Fee of 2% of the total charges (minimum $5.50)

* As of July 6, 2018, the Office of the United States Trade Representative (USTR) has imposed an additional 25% in duty tariffs on laser products manufactured in China. Some of the products that we distribute fall under this list and may impact our U.S. customers only. Laserglow will make every effort to minimize the impact of this policy change and provide transparent shipping and duty costs upon request. b. If these charges are levied the shipment usually arrives with a C.O.D. attached. The customer is required to pay the amount of the C.O.D. upon delivery using cash or a credit card.

2. Laserglow has taken steps to insure that most customers are not charged Brokerage Fees by UPS, as these can be anywhere from $24.25 to over $200. This is something Laserglow is not required to do but has done at own expense to ensure a better customer experience.

3. If it is easier for you to pay these fees in advance, rather than paying them as a COD at the time of delivery, we can estimate the amount and add them to your quote. Please inform your sales rep if this is the case.

*Not all shipments incur these charges. As far as we can tell this happens on a random basis.
How will I know when my order has been shipped?
Once your order is processed, you will receive an email confirmation letting you know when each item was shipped, how it was sent, when you should expect it to arrive, and a tracking number (if applicable). You will receive a separate confirmation for each package that is sent.
If the item is not in stock, how long will it take to ship?
If the item is not in stock, our website will usually specify how long the product will take to ship. Once your order is placed, you can login to view the status of your order and an estimated time for delivery. Once the product has completed production and testing, we will ship your order on the following business day.

Some items are in-stock, and others need to be built per-order. If an item is not in stock, lead time is usually 2-4 weeks, however some items require a lead time of 6-8 weeks.
Once my order has been shipped, how long will it take to arrive?
Our shopping cart will calculate an estimated time of delivery for all of our shipping options to your destination. Once your order is placed, you can login to view the status of your order and an estimated time for delivery.
What countries do you ship to?
We are pleased to offer shipping of all Laserglow products to all countries in the world!
What if I have a problem with my shipment?
Please email us at sales@laserglow.com and we will take care of the problem as soon as possible. Alternatively, you can also call us at (416) 729-7976 Monday to Friday 9:00 am to 5:00 pm Eastern Standard Time to speak to one of our staff members, or if outside of these hours, to leave a message on our answering service which will be promptly returned the next business day.
What is Free Domicile?
"Free Domicile" is a widely used pricing term to describe when the shipper pays all the applicable duties and all the transportation and other charges until delivered to the buyer's premises. The term is also referred as "DDP - Delivered Duty Paid"

USA customers only, have the option of prepaying the duties and taxes by selecting Free Domicile on their orders over $200 USD. This ensures that the order will arrive without the need of any additional fees and/or paperwork.
What shipping services do you provide?
We are pleased to offer the following shipping services:

USA and Canada Orders:

UPS

Canada Post*

APO Orders:

United States Postal Service**

International Orders:

UPS

* Order shipping within Canada to PO Boxes, the Territories, Newfoundland and remote areas may be shipped by Canada Post.

**Orders are shipped and picked up by Canada Post and are transferred to USPS for delivery into the USA.
Where do you ship from?
All of our products are shipped directly from our facilities in Toronto, Canada.
Return Policy
How do I return a product?
Please contact us first if you decide you would like to return your product. If you have decided to return your product within the 7 day timeframe, we will send you a return authorization form with instructions on how to send your product. We will issue you an RMA # at this time. Any products sent back to our facility without an RMA # will be refused by our returns department.
What is your return policy?
All sales are final with the exception of all portable battery-powered lasers. All portable lasers (except those that were engraved)can be returned within seven (7) days of receiving the product for a full refund, minus the shipping costs and a 20% restocking fee. In the case that the actual cost of shipping incurred by Laserglow is higher than that shown on the sales receipt, including in the case of free shipping, the actual shipping costs incurred by Laserglow will be deducted from the refund amount.

The purchaser is responsible for shipping costs of receiving the item from Laserglow and returning the item to our facility. The seven (7) days are calculated according to tracking information and effective from the time that the product arrives at the purchaser's location to the time that the item is scanned by the courier to be sent back to our location.

If item has been tampered with in any way, or if there are any components, paperwork, or accessories missing or damaged, Laserglow may not issue a refund, and the item will be sent back to the purchaser at his/her expense. Laserglow reserves the right to hold any returned product for testing for up to four (4) weeks if an inspection is deemed necessary by Laserglow before making a decision as to whether or not the item qualifies for a refund.
Warranty
How do I send my product back for warranty work?
For a more detailed explanation and to receive an RMA (Return Merchandise Authorization) form, please contact Laserglow either by telephone or through email before preparing your product to be returned. Any products that are shipped back without an RMA # will be refused by our returns department and returned to sender.

Items returned to Laserglow as warranty issues, which upon inspection and upon sole discretion of Laserglow technicians are deemed not to have any defect, will incur a Diagnosis Fee of $119 per item. Shipping both ways will be on the customer's account.
How long is my product warranty?
Our warranty is six months on all portable lasers, laser pointers, and alignment lasers, and 1 year on all laboratory laser modules. Some models also offer an extended warranty as an optional upgrade. See the product pages or contact us for details.
What do I do if my laser stops working or arrives defective?
All products are rigorously tested before shipping to our customers. If item arrives DOA, customer must contact Laserglow immediately, either by telephone or through email, in order to receive the correct instructions as to how to proceed. If item is deemed defective by Laserglow, Laserglow will repair or replace the item at no charge to the customer. Customer is responsible for the costs of shipping the defective product back to Laserglow. Laserglow will cover shipping costs of returning the repaired product back to the customer by a standard surface shipping method, or equivalent level of service.
Laser Regulations
Are your products legal in the USA?
Our laser pointers, Brightline alignment lasers, and laboratory lasers are all 100% legal in the USA. FDA regulations prohibit high-powered portable lasers in the US, so these are not available for shipping to customers located in the USA. For more information please see this page.
Product Use
How Do I Adjust My Fiber Coupler?
How do I adjust my fiber coupler?
Please follow this instructional guide or check out this instructional video:

Cleaning Your Lens
Compressed Air
Compressed air is a product usually used for cleaning the inside of computers. It is usually sold in an aluminum can, such as the brand "Dust Off". This product can be used safely to clean your lens. Direct the compressed air at the lens from a safe distance. Be careful not to invert the can in such a way as to release the liquid contents of the can onto any part of the laser as this liquid may leave a residue which can damage the laser optics or other components.
Micro-fiber Cloth
If compressed air is not sufficient to clean your lens you may use a micro-fiber cloth such as the kind used for cleaning eye glasses. Gently sweep the cloth across the lens in a unidirectional motion. A very small amount of alcohol may be used to aid in dislodging dirt off of the lens.
Removal of Aperture
If attempting to clean the lens of our Aries-style housed laser products, the aperture may be removed to assist in cleaning. However, PLEASE NOTE: the responsibility of safely removing and reattaching the aperture is yours - if you are not certain that you can complete this procedure without damaging the unit, please do not attempt it.

In order to remove the aperture locate the three tiny screws on the side of the heat sink near the aperture. These can be removed using a small screwdriver such as those used for eye glasses. Once the screws are removed, gently wiggle the aperture from side to side in order to

loosen and remove it. Inside the aperture there may be three very small pieces of plastic - DO NOT MISPLACE THESE - as these are used as cushions between the aperture shutter body and the screws - you will need to put them back into place when you are finished cleaning the lens. After you have finished cleaning the lens in order to reattach the aperture shutter assembly look on the reverse side of the aperture shutter assembly and locate the actuator arm with a hole in it. Align the aperture shutter assembly with the body of the laser in such a way as to align the pin which is protruding from the heat sink with the above noted hole in the actuator arm. Place these together and while keeping the aperture shutter assembly flush with the laser rotate the aperture shutter ring from side to side as in normal operation to ensure that the shutter opens and closes. While keeping the aperture shutter firmly on the body of the laser hold the laser horizontally with one of the small holes facing up - insert one of the small plastic pieces mentioned above and follow it with one of the screws. Rotate the screw clockwise until you feel resistance. Follow the same steps for the rest of the holes/plastic pieces/screws. Gently push and pull the aperture shutter assembly to assure that it is securely in place. If it separates from the body of the laser then correct this by tightening the corresponding screw. Be sure to not over-tighten as this will prevent free rotation of the aperture shutter.
Safetycast Virtual Sign Projectors
Can I change the sign projection on the ground?
Yes. Should decide to change the projection image, you can purchase a replacement Image Template. This image template is a "glass slide" that goes in front of the LED bulb. Changing the image template is fairly easy and can be dome on site. For instructions on how to change the Image Templates, please see
Can I customize the image? What is involved?
Yes. Safety signage should be projected in bold and eye-catching colors like yellows and reds. These kinds of dark, saturated colors however, only reflect about 5% of the projected light. This means they will be hard to see if projected onto a dark surface. To generate contrast and improve visibility, choose a wall, or floor space that is as light as possible, white surfaces work best. We make our glass image lenses in ultra-high optical resolution. The image projection can only be as good as your artwork. We usually match the colors of your artwork with the colors of our standard colour palette, however we cannot guarantee the exact match of your colors in the resulting projection due to variations in the fixtures and projection surfaces. For line art designs or typical illustrations, we require vector format
Can SafetyCast Virtual Sign Projectors make safety signage more dynamic?
Yes. One of the biggest advantages of using SafetyCast Virtual Sign Projectors is the ability to make safety signage more dynamic. Traditional signage such as stickers and paint, tend to be static by design. It is human nature to become complacent over time which results in these safety signs being ignored. The SafetyCast Virtual Sign Projectors have the ability to interface with an optional Smart Trigger Kit, which turns ON/OFF/FLASHES the signage when activity is detected in a facility - thereby bring greater awareness to hazards within the facility.
How do smart triggers work?
A Smart Trigger is a controller that "speaks" to the SafetyCast Virtual Sign Projectors. It can be used with motion sensors, light curtains, beam break sensors, presence sensors etc. When these sensors detect activity, they send a signal to the Smart Trigger Controller which then tells the SafetyCast Projector to either turn ON/OFF or Flash for a certain period. This change in the ambient behavior brings greater awareness to an approaching hazard within a facility.
How do the SafetyCast Virtual Sign Projectors hold up in an industrial environment?
The SafetyCast Virtual Sign Projectors are fan cooled units that are rated at IP55. These units have an operating temperature ranges of 5°C to 40°C (40°F to 100°F)
How do you install the SafetyCast Virtual Sign Projectors?
Typically, installation of the projectors is handled by on-site staff. Depending on the facility and mounting surface, one of these three mounting techniques is commonly used - installing on a Unistrut, using a threaded rod and/or using a magnetic mounting bracket (provided as an optional accessory with the SafetyCast Projectors).
What are the power requirements of these products?
The SafetyCast Virtual Sign Projectors are designed to be Plug-and-Play. All you need to provide is 110/240VAC power
What happens to the Safety Cast Virtual Sign Projectors when they reach End of Life?
As the product reaches end of life, the intensity of the projection will start to dim and eventually fade away.
What is the expected life of these products?
The SafetyCast Virtual Sign projectors are based on LED technology and have an operating life of 30,000+hrs of continuous use. This translates to over 5 years of operational life in a 2-shift environment.
What is the warranty?
The standard warranty of the SafetyCast Virtual Sign projector is 12-months. Extended warranty can be purchased at the time of sale.
When it approaches end of life, do you have to replace the entire projector, or do you replace the bulb?
Once the unit approaches the end of its operating life, the entire fixture needs to be replaced.
Why would I use a SafetyCast Virtual Sign Projector over sticker signs or paint?
One of the challenges of using stickers and paint is that they wear over time as heavy machinery such as forklift go over them. This creates a safety hazard during periods when the signs are not visible. With Virtual Signage, signs are always visible at the floor levels and no amount of traffic will fade or damage the signage.
Virtualine LED Line Projectors
Can I project a yellow line in my facility?
Yes. The VirtuaLine LED Line Projector is a patent pending design which is the only one of its kind that can project a yellow or Amber line on a surface. Optionally, lines in Red, Green or Blue are also available to ensure that they are compliant with you existing SOPs.
How do the VirtuaLine LED Line Projectors hold up in an industrial environment?
The VirtuaLine LED Line Projectors are air cooled units. These units have an operating temperature ranges of 5°C to 40°C (40°F to 100°F).
How do you install the VirtuaLine LED Line Projectors
Typically, installation of the projectors is handled by on-site staff. Depending on the facility and mounting surface, one of these three mounting techniques is commonly used - installing on a Unistrut, using a threaded rod and/or using a magnetic mounting bracket (provided as an optional accessory with the VirtuaLine LED Line Projectors)
How long a line the VirtuaLine LED Line projector create?
The length of the line is dependent upon the mounting height. There are three different versions of the VirtuaLine LED Line projector that are available which offer different line lengths.

- Wide Angle (73° Lens) Version - this will produce a line length of 1.5 x the mounting height. E.g. - if the unit is mounted at 20', this version will produce a line approximately 30' long

- Standard Angle (53° Lens) Version - this will produce a line length of 1.0 x the mounting height. E.g. - if the unit is mounted at 20', this version will produce a line approximately 20' long

- Narrow Angle (30° Lens) Version - this will produce a line length of 0.5 x the mounting height. E.g. - if the unit is mounted at 20', this version will produce a line approximately 10' long
How thick a line will the VirtuaLine LED Line projector create?
Based on the mounting height, the line thickness usually is between 2"-3" wide.
What are the power requirements of these products?
The VirtuaLine LED Line Projectors are designed to be Plug-and-Play. All you need to provide is 110/240VAC power
What happens to the VirtuaLine LED Line Projectors when they reach End of Life?
As the product reaches end of life, the intensity of the projection will start to dim and eventually fade away.
What is the expected life of these products?
The VirtuaLine LED Line projectors are based on LED technology and have an operating life of 30,000+hrs of continuous use. This translates to over 5 years of operational life in a 2-shift environment.
What is the warranty?
The standard warranty of the VirtuaLine LED Line projector is 12-months. Extended warranty can be purchased at the time of sale.
When it approaches end of life, do you have to replace the entire projector, or do you replace the bulb?
Once the unit approaches the end of its operating life, the LED chip within the fixture can be replaced
Why would I use a VirtuaLine LED Line Projector over tape or paint?
In high-performance environments, where heavy equipment and machinery operate, it is essential for pedestrian safety that clearly visible walkways, aisles, or lanes be defined to permit safe movement of people within the facility. VirtuaLine LED Line Projectors create a virtual indestructible floor line that eliminates the need for maintenance required by floor tape and painted lines. This unique floor marking method uses high-intensity, eye-safe led technology to project a line onto any surface, indoors or outdoors. Its plug-and-play design requires no maintenance, so you will not need to worry about replacing or repairing floor tape and floor paint anymore.
Virtualine Lasers
Are the VirtuaLine Lasers eye safe?
All VirtuaLine Lasers comply with International Electrotechnical Commission (IEC), FDA and Health Canada laser safety standards. These are IEC 3R classification lasers which require no additional PPE for use in an industrial environment. For more information of the standard and what the classifications mean, visit https://www.laserglow.com/content/Laser-Safety-Classifications
Can I project a yellow line in my facility?
No. The VirtuaLine Laser lines are only available in Red or Green.
How do the VirtuaLine Lasers hold up in an industrial environment?
The VirtuaLine Lasers are air cooled units. have a wide operating temperature of -20°C to 50°C (-4°F to 120°F). These lasers are also IP67 rated which means they are completely sealed units.
How do you install the VirtuaLine Lasers?
Typically, installation of the projectors is handled by on-site staff. Depending on the facility and mounting surface, one of these three mounting techniques is commonly used - installing on a Unistrut, using a threaded rod and/or using a magnetic mounting bracket (provided as an optional accessory with the VirtuaLine Lasers).
How long a line the VirtuaLine Laser project?
The length of the line is dependent upon the mounting height. Each VirtuaLine Laser will produce a line length of 2.0 x the mounting height. E.g. - if the unit is mounted at 10', it will produce a line approximately 20' long. An optional Line Limiting Sleeve is available as an accessory to reduce the length of the line.
How thick a line will the VirtuaLine Laser project?
Unlike the VirtuaLine LED Line Projector which creates a 2"-3" line, the VirtuaLine Lasers will project a very thin, sharp, and high contrast line with a thickness of < 0.25".
What are the power requirements of these products?
The VirtuaLine Lasers are designed to be Plug-and-Play. All you need to provide is 110/240VAC power.
What happens to the VirtuaLine Lasers when they reach End of Life?
As the product reaches end of life, the intensity of the projection will start to dim and eventually fade away.
What is the expected life of these products?
The VirtuaLine Lasers have an operating life of up to 10,000hrs of continuous use. This translates to over 1 years of operational life in a 2-shift environment.
What is the warranty?
The standard warranty of the VirtuaLine Lasers is 12-months. Extended warranty can be purchased at the time of sale.
When it approaches end of life, do you have to replace the entire laser, or do you replace the bulb?
Once the unit approaches the end of its operating life, the entire unit needs to be replaced.
Where would I use the VirtuaLine Lasers?
The VirtuaLine Lasers have a wide operating temperature of -20°C to 50°C (-4°F to 120°F). These lasers are also IP67 rated which means they are completely sealed units. These are commonly used in refrigerated type of environments or environments with high operating temperatures
Why would I use a VirtuaLine Laser over tape or paint?
In high-performance environments, where heavy equipment and machinery operate, it is essential for pedestrian safety that clearly visible walkways, aisles, or lanes be defined to permit safe movement of people within the facility. VirtuaLine Lasers create a virtual indestructible floor line that eliminates the need for maintenance required by floor tape and painted lines. This unique floor marking method uses eye-safe laser technology to project a line onto any surface, indoors or outdoors. Its plug-and-play design requires no maintenance, so you will not need to worry about replacing or repairing floor tape and floor paint anymore.