Can’t find the answer you’re looking for? Our Customer Care team is here to help. Send us a message and we’ll get back to you as soon as possible.

Give us a call, or use our live chat to speak to someone during our business hours: 9am - 5pm US Central Time
We are a small team of real humans (not AI!), so please leave a message if we are unavailable. We check all messages, and typically respond within a few hours.

Chat With Us

LuminAID

If you want to buy a lantern for yourself, please make sure to order it separately. On the product page for our Give Light sponsorship, we do include this note: This is a sponsorship only. You will not receive a physical product. You will receive a Digital Confirmation Card sent via email acknowledging your sponsorship, which you can forward if you are placing this order as a gift.

If you want to buy a lantern for yourself, please make sure to order it separately. On the product page for our Give Light sponsorship, we do include this note: This is a sponsorship only. You will not receive a physical product. You will receive a D

Why did I not receive a light with my donation?

Rewards & Programs

Give Light Get Light & Nonprofit Programs

Download the Getting Started Guide

Does my light arrive already charged?

How do I inflate and deflate my LuminAID light?

How do I use the brightness modes?

How do I charge my LuminAID?

How do I turn my light on and off?

Can I overcharge my light?

What do the green LEDs or red LEDs mean?

How do I check the battery level?

How bright are LuminAID lights?

Getting Started

Guide to Identifying Lights

Guide to Identifying Codes on your LuminAID

What if I can't find my LuminAID product listed?

How can I tell what kind of light I have?

Titan Power Lantern Overview + Manual

Titan 2-in-1 Power Lantern

Nova Lantern Overview + Manual

Nova Colors Lantern Overview + Manual

Nova Solar Lantern

Survivor 3-in-1 Power Lantern Overview + Manual

Survivor 3-in-1 Power Lantern

Max QI 2-in-1 Power Lantern Overview + Manual

Max QI 2-in-1 Power Lantern

Warm White Solar String 2-in-1 Power Lantern Overview + Manual

Multi-Color Solar String 2-in-1 Power Lantern Overview + Manual

Solar String 2-in-1 Power Lantern

Trio Light System Overview + Manual

Trio Magnetic Light System

Product Guides

How do I charge my phone with LuminAID?

Can I charge my light and my phone at the same time?

Will my LuminAID fully charge my phone?

How can I tell if my LuminAID can charge my phone?

What charging cable do I need to charge my phone?

My phone won't charge

How do I charge my LuminAID light?

How do I know if my LuminAID is charging?

Can I recharge my light in a window?

Which charging cable should I use?

Why won't my LuminAID charge in the sun?

Why is my light not turning on?

My lantern won't charge

Troubleshooting

What is your shipping policy?

Do you ship worldwide?

Do you offer expedited shipping?

What if my package gets lost or arrives damaged?

How long does delivery take?

Do you offer free shipping?

Can I change my shipping address?

Do you have Duty-Free Shipping?

Shipping

How do I track my order?

How do I cancel my order?

Can I edit or add anything to my order?

My order is missing an item

Order Management

What payment options are available at checkout?

Can I update my payment method?

Can I use multiple payment methods?

Do you charge sales tax?

Billing & Payment Options

Orders & Shipping

What is your return policy?

Do you offer refunds or exchanges?

How do I return my order?

When will I get my refund?

How long do I have to return an item?

Can I exchange an item for store credit?

Can I return international purchases?

Are returns free?

Returns & Exchanges

Does my product issue qualify for the Off-Grid Guarantee?

How do I file a warranty claim?

Is my product under warranty?

My product stopped working

I'm missing a part or accessory

Can I get a replacement for my LuminAID product?

How long is the warranty?

What is your international warranty policy?

Warranty & Replacements

Returns, Exchanges, & Replacements

What is my LuminAID light made of?

Can I take my LuminAID lights on a plane?

What Does the LuminAID Off-Grid Guarantee Cover?

Is my LuminAID light waterproof?

Can I recycle my LuminAID light?

What if my lantern gets a hole/tear?

Can I Leave My LuminAID Solar String Lights Outside in Cold Weather?

What temperatures can my light operate under?

How many years will the product last?

How long will a full charge last when my light is in storage?

Product Care & Storage

What is the Give Light Get Light program?

How Can I Donate a Light Through Give Light, Get Light?

How does LuminAID work with nonprofits?

How can nonprofits partner with LuminAID?

Are Give Light Get Light Donations tax deductible?

Do you sell wholesale? I want to become a retailer

Does LuminAID Offer Corporate Gifting?

Business & Wholesale Programs

Can I join your Gear Test program?

Can I join your Affiliate or Ambassador program?

Affiliate & Ambassador Programs

What are Lumen Rewards? How do they work?

How Do I Redeem My Lumen Rewards Points?

Can I earn Lumen Rewards for past purchases?

Can I use Lumen Rewards for nonprofit or wholesale orders?

Is there a referral program?

Can I donate my points?

Will my points ever expire?

Lumen Rewards

How Do I Apply a Discount or Reward Code?

Does LuminAID offer discounts for nonprofits?

Can I apply a discount after placing my order?

Do you have a special program for Peace Corps volunteers?

Do you have a Military Discount?

Why isn't my discount code working?

Can I combine rewards with promotions?

Can I combine multiple discount codes?

Promotions & Discounts

Why did I not receive a light with my donation?Updated 3 months ago