Customer Service Portal

All about HitLights: products, services, tech support, and warranties

  Customer service

Portal

All about HitLights: products, 
services, tech support, 
and warranties

customer service Portal

All about HitLights: products, services, 
tech support, and warranties

Customer service Portal

All about HitLights: products, services
tech support, and warranties
What is the warranty on my HitLights LED strip lights?

HitLights offers a 6-year warranty on most of our LED strip light products. This covers defects in materials or workmanship. If your product fails within this period, please contact our customer service team for a replacement or repair.

Can I return or exchange my HitLights LED strip lights?

Yes, we offer a 30-day return policy for unused items in their original packaging. If you’re not satisfied with your purchase or need an exchange, contact our team, and we’ll help you through the process.

How long do HitLights LED strip lights last?

HitLights LED strips are rated for up to 50,000 hours of use. The lifespan may vary depending on factors such as usage, installation environment, and voltage consistency.

What should I do if my LED strip lights arrive damaged or defective?

If your LED strip lights arrive damaged or defective, please contact us immediately. We’ll arrange for a replacement or offer a full refund depending on the situation. Please provide your order number and any photos of the damage to expedite the process.

How long will it take to receive my HitLights order?

Standard shipping typically takes 3-5 business days within the U.S. Expedited shipping options are also available during checkout. You can track your order using the tracking number provided in your shipping confirmation email.

What is the warranty on my HitLights LED strip lights?

Yes! HitLights offers custom LED strip light solutions for projects requiring specific lengths, color temperatures, or special features. Contact us directly for more information on custom orders.

 Do you offer installation services or recommend installers?

While HitLights does not directly provide installation services, we can recommend trusted professionals in your area. We also offer installation guides and videos to help you with your project.

Can I get a discount for bulk orders?

Yes, we offer bulk pricing and discounts for larger orders. Contact our sales team for details on bulk pricing tiers and how to place a bulk order.

 What’s the difference between your various LED strip models?

HitLights offers a range of LED strips, including Standard, Premium, and COB models. The difference lies in brightness (lumens), power consumption, and application needs.

How do I get support if I have trouble installing my LED strip lights?

Our customer support team is happy to help! Please reach out to customerservice@hitlights.com for any concerns or call our support line at 855-768-4135

How do I install LED strip lights?

First, clean the surface where you'll install the strips. Cut the strip to the desired length at the marked cut points, attach any necessary connectors, and stick the adhesive backing onto the surface. Finally, connect the power supply to the strip and plug it in. For more complex installations, like around corners, you'll need appropriate connectors.

Can I cut my LED strip light to a custom length?

Yes, LED strips can be cut at specific cut points, usually marked every 2-3 inches. Only cut along these designated lines; otherwise, you may damage the strip. After cutting, you can use connectors or solder to reattach or extend the strip.

What power supply do I need for my LED strip lights?

To find the correct power supply, check your LED strip's voltage (typically 12V or 24V) and total wattage. Multiply the length of the strip by the watts per meter (e.g., 5 meters x 10 watts/meter = 50 watts). Choose a power supply rated at least 20% higher than your total wattage (in this case, a 60W power supply).

Why are my LED strip lights not turning on?

First, ensure that the power supply is properly connected and receiving power. Check the polarity of the connections (positive to positive, negative to negative). If using a remote, make sure it’s synced correctly. Lastly, inspect the strip for any damage or loose connections.

How do I connect multiple LED strips together?

You can connect multiple LED strips in series or parallel, depending on the length and power supply. For longer runs, it's recommended to connect in parallel to avoid voltage drop. Always ensure that the total wattage of all strips combined does not exceed the power supply capacity.

Can LED strip lights be dimmed?

Yes, but only with compatible dimmers. You can use a dimmer switch or a remote dimming controller, depending on your setup. Make sure your power supply and LED strip are compatible with dimming (some require specific controllers).

Why is there voltage drop in my LED strip?

Voltage drop occurs when the LED strip is too long or the wire gauge is too small, causing the lights to appear dimmer at the far end. To minimize this, shorten the run length, use thicker wires, or inject power at multiple points along the strip.

Are LED strip lights waterproof?

It depends on the IP rating. Non-waterproof strips (IP20) are suitable for indoor use, while waterproof strips (IP65, IP67, IP68) can be used outdoors or in wet areas. Check the rating before using strips in humid or outdoor environments.

What is the difference between 12V and 24V LED strips?

The primary difference is in voltage and run length. 24V strips can power longer runs without significant voltage drop compared to 12V strips. Both voltages provide similar brightness, but 24V is generally more efficient for larger projects.

How do I control my LED strip with a remote or smart device?

First, ensure the LED strip is compatible with the remote or smart controller. For remotes, follow the pairing instructions in the manual. For smart devices, connect the controller to your Wi-Fi network and use a compatible app (like Tuya or Magic Home) to control the strips. Some systems also integrate with voice assistants like Alexa or Google Home.

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Return Information
Return Policy

Not Satisfied? HitLights will assist you with technical problems, replacements, and exchanges while our products are under warranty! Need a Refund? To receive a full 100% refund, you must return the product within 30 days after receiving your product.
After 30 days, HitLights will not offer refunds, but will still cover warranty issues including our 2 year, 5 year and 6 year warranty guarantees for certain products.
(View our product listing's description for Warranty Information.)

Non-Returnable Items

Items that have been cut, damaged or abused.
Items that are missing accessories, such as remote controls, cords, etc.
Personalized or custom items.
Clearance items are sold as is. No returns, refunds or exchanges will be accepted for any clearance item.
Clearance items are under warranty for replacement only.

Returns

If you receive an incorrect item or a damaged item, please contact our customer service team at 1-855-768-4135  or customerservice@hitlights.com.
A customer service associate will process your return request and give you an RMA and return label to ship the items back for an exchange or refund. 
Please include a copy of your RMA in the returned packaging to expedite this process. 

How to return an item

1. Pack your return in the original shipping package, if possible.
2. Include the packing slip and indicate reason for the return on the RMA Form (Please contact our customer service team to request an RMA form.)
3. Include all original packing materials, manuals and accessories.
4. Send your return to: HitLights Customer Returns, 12285 Colony Ave, Chino, CA 91710
5. For proof of delivery, we recommend that you return items via UPS or insured USPS. Keep the tracking information if possible.

Shipping Charge Refund and Restock Policy

Only domestic shipping charges will be refunded, or a return label will be issued if HitLlights is responsible for the return; such as mistakes during packaging or retrieval of defective products. Otherwise, shipping charges will not be refunded and HitLights will charge a 15% restocking fee after 7 days of receiving packages. 

Refund Method

Refunds will be credited to the original credit card or PayPal account. Any amounts deducted from a gift card or Pitch In Card will be credited to the gift card or Pitch In Card used. We don’t issue checks for refunds.

HITLIGHTS.COM WILL NOT BE LIABLE FOR INCIDENTAL OR CONSEQUENTIAL DAMAGES ARISING OUT OF OR IN CONNECTION WITH THE USE OR PERFORMANCE OF THE GOODS OR SERVICES OR OTHER INDIRECT DAMAGES WITH RESPECT TO LOSS OF PROPERTY, REVENUES, LIFE OR LIMB, PERSONAL INJURY AND CLAIMANT’S REMEDIES SHALL BE LIMITED TO REPAIR OR REPLACEMENT OF NONCONFORMING GOODS OR SERVICES.
Warranty Details
LED Strip Lights
Single Color UL-Listed LED Strips
6-Year Warranty

Multi-Color LED Strip
2-Year Warranty

LED Strip Kits
2-Year Warranty
Power Supplies

Non-Dimmable UL-Listed Power Supplies

3-Year Warranty

S-Series Dimmable Drivers

6-Year Warranty

M-Series Dimmable Drivers

6-Year Warranty

Electronic Dimmable Drivers

6-Year Warranty

TriFlex Pro Dimmer Switch

6-Year Warranty

EZ Dim Dimmable Drivers

6-Year Warranty

U-Series Dimmable Drivers

6-Year Warranty

EK-Series Dimmable Drivers

6-Year Warranty

Mini Dimmable Drivers

6-Year Warranty

5-in-1 Dimmable Drivers

6-Year Warranty

Connectors and Accessories

Controllers

2-Year Warranty


Gapless Connector

1-Year Warranty


Connectors and Extensions

1-Year Warranty

Replacement, Return, Warranty Request

Please select your request and enter your order details:

For immediate assistance, please contact us at 1 (855) 768-4135

LED Strip Lights
Power Supplies

S-Series Dimmable Drivers

M-Series Dimmable Drivers

Electronic Dimmable Drivers

TriFlex Pro Dimmer Switch

Amazon Order Questions

For concerns related to order update, tracking, and refunds within 30-day period, please contact Amazon's Customer Support team for assistance first.


Here is Amazon's Customer Service Hotline: 1-888-280-4331

Troubleshooting Concerns
Warranty and Replacement Requests (Beyond 30-day Period)

To better assist you with your warranty and replacement request, please send the request with together with your Amazon order number using the form below.

Phone:

Email:

Include replacement/return reason:

Have you thought about what you might be missing out on?

Frequently Asked Questions

Are there any hidden fees associated with the Professional Partner Program?

None- No sign up fees, no contracts, and no hidden charges.

Who qualifies for the Professional Partner Program?

It is exclusively available to professional contractors, electricians, millworkers, tradeshow exhibitors, LED installers, and other LED industry professionals.

Is there a minimum order requirement?

There is none, however, if there is a specific requirement that you need, you can connect with our account managers at 1-909-675-1329 to help you.

Can't Find The Right Answer?

If you have any additional questions please fill out the form below

For immediate assistance, please contact us at 

1 (855) 768-4135