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Frequently Asked Questions

Placing an Order Through the Wholesale Portal

I need help with my order!
  • We're sorry to hear that you're having difficulties with your order! Please contact us at sales@luminaid.com with any questions, and we will do our best to respond within one business day.

  • If you prefer to send in PO's, we are accepting PO's over $500 at our automated receiving address purchaseorders@luminaid.com.  
Shipping and Warranty
  • FedEx shipping rates are calculated based upon the weight/size of your order.  If you prefer that we ship on your FedEx/UPS account, please choose that option at checkout, and include the account number in your order notes.

  • We do offer a 1-year full warranty on all of our products, so if you have a customer with an issue, please first take care of their needs by offering them a replacement or refund (per your store policy), and then email us at warranty@luminaid.com with the details of the returned product.  We will issue you a credit equal to the invoice price of that item, which you can apply to your next order.


About Your Light

How big is a LuminAID light?
  • Our current product line features lights that inflate into 4.75" cubes (Nova USB, Spectra USB) and 6" cubes (Max 2-in-1 Phone Charger).  All our lights deflate to approximately 1" thick for easy storage and charging.

How bright are LuminAID lights?
  • LuminAID lights vary in brightness and performance depending on which product you have. The standard unit of measurement for brightness is "lumens" and this is indicated on the individual product pages, or in a chart on the How it Works page. We measure the lumens of our lanterns by 3rd party testing centers.

What is my light made of?
  • LuminAID lights are made of durable material called TPU (thermoplastic polyurethane). This material is 100% PVC-free and phthalate-free. Each light contains a a high-efficiency monocrystalline solar panel, LED circuit, and a lithium-ion battery.

What is PVC and why is it important that the LuminAID lights are PVC-free?
  • PVC (polyvinyl chloride) is a type of halogenated plastic that contains two known human carcinogens: vinyl chloride and dioxin. These carcinogens are not only emitted in large quantities during production but on the plastic itself. Vinyl chloride is an essential component of PVC that is not used in any other plastic. Dioxin is a bioaccumulative substance that builds up over time in human bodies and emissions from PVC are higher than other plastics. As LuminAID lights are meant to be safe for the entire family and inflated with direct contact to the plastic valve, LuminAID Lab is happy to produce 100% PVC-free lights.

What is the difference between lumens and watts?
  • Lumens are a standard unit used for measuring brightness of lights, while watts are a unit for measuring the amount of electricity required to power an electrically-powered object. In lightbulbs, watts are used to signify how much energy is required to power the bulb. Therefore, more energy-efficient lightbulbs may use fewer watts to produce the same number of Lumens (brightness).

    As our LuminAID lights are solar-powered, and do not depend on an electrical grid, it is more relevant to provide the number of Lumens that our lights produce. That way, we may explain how bright the light they produce is, and how large of a space they can illuminate. 



Care and Usage

Is the LuminAID waterproof? Can I submerge it?
  • Yes, LuminAID lights are all waterproof and dustproof! They can be submerged up to 1 meter (FL 1 STANDARD IPX-67) and can float. For our USB rechargeable products, the charging port(s) are only waterproof when the cap is closed -- do not expose the charging ports to water.

What temperatures can my light operate under?
  • LuminAID solar lights contain lithium-ion polymer batteries, similar to the battery inside most cell phones. The LuminAID light has two temperature ranges: 1. Temperature range to recharge in sun which is 32 degrees F to 113 degrees F and 2. Temperature range to turn on lantern which is -4 degrees F to 140 degrees F. Temperatures lower or higher than that can damage the battery and reduce overall battery life. To increase longevity of the battery, it is best to avoid recharging your light in temperatures below freezing. If you do need to use your product in sub-zero temperatures, we recommend recharging it when it is warmer and using the Medium or Low setting when in sub-zero temperatures to get the most run time hours out of your light before needing to recharge it again. If you need to recharge it and only have sub-zero temperatures, we recommend placing it in a sunny window or for a few hours each day during peak sun hours outside. It will take a few days longer to fully charge.

Can I recycle my LuminAID light?
  • LuminAID lights are made out of completely recyclable parts. You can recycle a LuminAID anywhere that cell phones, digital cameras, or iPods are accepted for recycling (ex: Home Depot).

Why is my light not lasting very long?
  • LuminAID lights have multiple brightness settings and each setting has a corresponding run time. The low and flashing settings have the longest run times. If you are recharging on an overcast day or did not have enough sun to fully recharge the battery, we recommend using the Low or Medium setting in order to maximize the run time. For more details on run times for each setting, the individual product pages list the run times in hours. Some LuminAID lights have Turbo mode which is the brightest mode. This mode is perfect for those moments when you need the brightest lantern possible for things like task work or emergencies. Turbo mode has the shortest run time because the LEDs are extremely bright. If you press the power button once more to cycle to High mode, you will have roughly 2X the run time as the Turbo mode.

What happens if my light doesn't turn on?
  • There are a few possible reasons why it may not be turning on. The most likely reason is that it needs to be recharged. Below are a few steps to see if this may be the issue. After going through these steps, if it still isn't working after recharging, please email us at orders@luminaid.com or fill out this form here. 1. Hold the product outside in the sun with the solar panel facing the sun and check to see if the red LED on the front of the product shines red. This indicates that it is recharging. 2. If the red LED is turning on, find a sunny spot outside and leave the product outside in direct sun for a full 2 days (in order to top off the battery and completely recharge it). Windows block light, so it is important to put it outside and avoid shady areas. If the red LED is not turning on in the sun or the product still does not turn on after recharging, please email orders@luminaid.com. We have a worry-free 1-Year Warranty and want to make sure all our customers are happy with their lights.



Inflating your light

Why do my lights inflate?
  • LuminAID's patented inflatable LED technology was designed to create a lightweight, portable lantern that could pack down flat for easy storage and charging, and then inflate to diffuse the bright the LEDs. The diffuse, glare-free lighting is great for lighting up a tent, reading at night, or taking on a walk to light up your path. The inflatable component of the LuminAID invention also responds to the distribution challenges of humanitarian aid organizations. 50 PackLite 16 lanterns fit in the same space as 10 traditional flashlights, reducing shipping costs and improving portability for often hard-to-reach communities in need of light.

How do I inflate my LuminAID light?
  • LuminAID lights have inflatable air valves. Simply bite or pinch the base of the valve while inflating to open the airway and allow air to flow in. The valves are partially open to make it easier to inflate and deflate quickly. Over time, the valve will become more flexible, and the inflating and deflating process will be easier.



Charging your light

How do I charge my light?
  • LuminAID lights all have a high-efficiency monocrystalline solar panel that recharges the built-in battery when exposed to direct sun. To recharge your light, place the light in direct, outdoor sun with the solar panel facing the sun. Windows block light and signicantly slow down charging. For optimum charging, place the light outside in an area away from shadows or shade. Charge times vary depending on time of year, location, and product. For detailed information, refer to the Charging section on the How it Works page.

How do I know if my LuminAID light is recharging?
  • All LuminAID lights have a red LED on the front of the product that is the solar indicator. The solar indicator shines red when the solar panel is exposed to light and keeps shining red even when the battery is fully charged. It only stops shining red when the solar panel is no longer exposed to light. You can test this by covering the solar panel and you will see the solar indicator LED stop shining red. The solar indicator is extremely sensitive because of the high quality solar panel and you may see it glowing red even when the solar panel is not in direct sun. For example, you may see that the solar indicator shines red when you hold the LuminAID light near a window or an ambient light source. Even though the solar indicator may be red, this does not mean the solar panel is picking up enough sunlight to fully recharge the battery. To ensure the solar panel is recharging the battery, place your LuminAID light outside in direct, outdoor sun away from shaded areas.

Can I recharge it in a window or on cloudy days? What about the winter?
  • The LuminAID will charge on overcast or cloudy days, but you'll see the most efficient charging times with direct sun. Windows block light and signicantly slow down charging. For optimum charging, place the light outside in an area away from shadows or shade. Charge times vary depending on time of year, location, and product. In the winter, you will see slower run times because the sun is not as strong and there are fewer hours available for direct sun. For detailed information, refer to the Charging section on the How it Works page.

Is the battery replaceable?
  • The battery does not need to be replaced as it is easily recharged by the solar panel on the front of the light. The lithium-ion polymer battery is built to be long-lasting and is high-performing for 1000+ recharges. It performs at 100% for 500+ recharges and at 90% performance for another 500+ recharges for a total of 1,000+ recharges at high performance. Our worry-free warranty lasts for one year after purchase but our lights are made to last for 5+ years of use.

How long will a full charge last in my light?
  • All LuminAID lights use a lithium-ion polymer rechargeable battery, similar to the battery in most cell phones. Once fully charged, the battery will hold a majority of its charge and light up after over a year of being in storage. Like all rechargeable batteries, it does lose a small percentage of charge over time when it is in storage and not being used. In order to ensure the product is fully charged when you need it, we recommend that you recharge the light in direct sun every 6-8 months.

How long does a LuminAID light hold a charge in storage?
  • LuminAID lights contain a lithium-ion polymer rechargeable battery, similar to the battery in most cell phones. Once fully charged, the battery will hold a majority of its charge and light up after over a year of being in storage. Like all rechargeable batteries, it does lose a small percentage of charge over time when it is in storage and not being used. In order to ensure the product is fully charged when you need it, we recommend that you recharge the light in direct sun every few months.

What's that red LED on the front of my LuminAID light?
  • All LuminAID lights have a red LED on the front of the product that is the solar indicator. The solar indicator shines red when the solar panel is exposed to light and keeps shining red even what the battery is fully charged. It only stops shining red when the solar panel is no longer exposed to light. You can test this by covering the solar panel and you will see the solar indicator LED stop shining red. The solar indicator is extremely sensitive because of the high quality solar panel and you may see it glowing red even when the solar panel is not in direct sun. For example, you may see that the solar indicator shines red when you hold the LuminAID light near a window or an ambient light source. Even though the solar indicator may be red, this does not mean the solar panel is picking up enough sunlight to fully recharge the battery. To ensure the solar panel is recharging the battery, place your LuminAID light outside in direct, outdoor sun away from shaded areas.

How do the green charging indicator LEDs work?
  • The battery charge indicator LEDs are programmed to light up when the battery is within a specified voltage range. The voltage ranges are divided into four segments that correspond to approximately 20-25% charge increments. Because it is a voltage range of approximately 20-25%, run times may vary even if two units indicate the same battery level. The battery has built-in overcharge protection so it cannot overcharge. The product can continue to charge even when all 4 green LEDs light up.

My product has a micro-USB input. What should I use to recharge it?
  • Some versions of LuminAID lights have a 5V micro-USB input port. This port is waterproof and is located near the solar panel on the front of the product under a white cap. We include a red micro-USB to USB charging cord that you can use to recharge it. Simply plug in the micro-USB end into the port on the LuminAID light and plug the USB end of the cord into your computer or a 5V USB wall outlet adapter. You can use the same wall adapter that came with your phone.