FAQ

PI 1

Product Related

What is the working area of LaserTonor Pi 1?

Minimum to 0.1*0.1mm, maximum is 100*100mm, and can be expanded to 100*2000mm with a slide extension.
What is the output watt of LaserTonor Pi 1?

The output power is 450nm light source with 10W.
What is the highest engraving speed of the Laser Tonor Pi 1?

The highest engraving speed of the Laser Tonor Pi 1 is 1060mm/s.
Is it possible to add support for third party software like Lightburn?

Yes, Laser Tonor Pi 1 is perfectly support for Lightburn, Laser GRBL.
What's the fastest preview speed of Laser Tonor Pi 1?

The fastest preview speed of Laser Tonor Pi 1 is 9600mm/s.
What can LaserTonor Pi 1 engrave on?

The LaserTonor Pi 1 is a highly versatile engraving machine that can handle a diverse range of materials. It works seamlessly on metal, dark glass, colored ceramics, wood, bamboo, leather, paper, fruit, food, plastic, acrylic, stone, cement, bone, multi-layered materials, and more.

Order Related

1. How do l track my order status?

After your order is successfully placed, you will receive an Order Confirmation email to confirm your order details. Once your item ships, you will receive a Shipment Notification email, which includes your order number, express information and package tracking number. you can also check your shipment status on our website: Order Tracking

Things about order modification, refund processing, shipping updating, and so on will be notified to you in real-time by email as well.
2. After l place an order, can l change my order before shipment?

If you wish to cancel or modify your order, please send an email promptly to our customer service department at support@lasertonor.com. If your order has not yet been shipped, we can assist you in canceling or making changes to your order. Please be aware that once an order has been shipped, we are unable to cancel or modify it. Thank you for your understanding.
3. Under what circumstances will LaserTonor cancel an order unilaterally?

In general, we unilaterally cancel orders and issue refunds in the following two scenarios:

  • If we identify your order as high-risk, we will contact you to provide relevant identification documents. If you are unable to provide them, we will cancel the order and issue a refund.
  • If we are unable to deliver your order to the specified destination after communication with the logistics provider, we will proactively contact you to cancel the order and issue a refund.
4. What happens when my item is pre-ordered?

For pre-sale orders, we will clearly indicate on the pre-sale product page the expected arrival date at the overseas warehouse. If there are multiple batches, we will specify the arrival times for each batch. Additionally, you can contact us at any time to cancel your pre-sale order before shipment.

Payment Related

1. What methods of payment can l use?

LaserTonor accepts the following:

  • Credit/Debit Card (Visa, Mastercard, Maestro, American Express, JCB, Discover, Diners Club, UnionPay, Visa Electron);
  • Paypal
2. Can l pay with different payment forms?

We regret to inform you that we currently do not support cash on delivery payment methods.
3. Can l pay for my order after delivery?

In general, we unilaterally cancel orders and issue refunds in the following two scenarios:

  • If we identify your order as high-risk, we will contact you to provide relevant identification documents. If you are unable to provide them, we will cancel the order and issue a refund.
  • If we are unable to deliver your order to the specified destination after communication with the logistics provider, we will proactively contact you to cancel the order and issue a refund.
4. Do l have to pay extra fees when l buy LaserTonor products?

Customers do not need to pay any additional fees for payment. Please note that for EU countries, product prices include VAT. For the USA, product prices do not include taxes; however, certain states may require the collection of sales tax (specific tax rates will be displayed at checkout according to each state's regulations).
5. What can l do if the payment for my order is declined?

 your payment has been declined, you will need to place your order again. We're not able to reinstate an order once the payment has been declined.To help ensure your order is not declined when placing a new order we suggest checking the following:

  • Your order information (eg. phone number, email address) before submitting your order; if you are shipping to a business address, make sure to put your name on the order.
  • Card details to make sure the information is correct, e.g. the expiry date and your billing address.
  • Enter the correct security code - that's the three-digit number on the backside of your card.
  • Your card issuer may have declined your payment. As they don't tell us the reason for this, it's best to check with them. (If you are unsure of the reason for payment failure, you can also contact our customer service at support@lasertonor.com and provide a screenshot of the failed payment. We will assist you in identifying the reason for the payment issue.)

If you have checked all of the above, try paying with another card or with another form of payment.
6. When will l receive the invoice?

After placing your order, you will receive an order confirmation email that includes a button to download the invoice. Click on the button to download the invoice. (For invoices with VAT numbers for EU countries, please contact our customer service to provide the necessary information).

Shipping & Delivery 

1. To which countries does LaserTonor ship?

Our product delivery covers most countries worldwide. Please note that delivery to military bases may not be possible in some countries, and certain countries may restrict the delivery of our accessories, like power banks due to their classification as special items. In the event of any delivery restrictions, we will contact you to cancel the order and provide a full refund.
2. Will l be responsible for import duty, VAT (Value-Added Tax), or other taxes outside of the Us?

Import Duties: Products shipped from our overseas warehouses do not require the payment of import duties. We currently have warehouses in the USA, Canada, Australia, Poland (covering EU customers), the UK, and Japan. Products shipped from China may incur import duties. If you encounter any import duty issues, please contact our customer service at support@lasertonor.com for assistance.

EU Countries: Prices for products in EU countries include VAT. For the USA, product prices exclude taxes, and some states may require the payment of sales tax. Specific tax details will be displayed at checkout for relevant US states.
3. Can l ship my order to a PO Box?

We currently do not support shipping to PO Boxes.
4. Does LaserTonor ship to APO/ FPO addresses?

We currently do not support shipping to APO / FPO addresses.
5. How long will it take for my package to arrive?

Shipments from local warehouses typically take 3-7 days for delivery, while shipments from China warehouses usually take 7-30 days. You can find more detailed information on the shipping durations on the Shipping Policy page.
6. How much will it cost to ship my order?

We currently offer free shipping to most countries, with a few exceptions for remote areas where shipping fees ($50-$100) may apply, such as Alaska, Micronesia, and other remote regions.

Returns & Exchanges

1. Need to make a return?

Generally, our return and refund policy is valid for 14 days from the date of receiving the package. We are unable to process returns or refunds that exceed this time limit. If you need to initiate a return, please review the specific return process and requirements outlined in our Return & Refund Policy.
2.I need my refund redirected to a different account.

So sorry for the issue! Unfortunately, we are only able to issue a refund to the original point of purchase for the order. Please reach out to your bank for more information on how to reroute the funds to the correct account.

Other have questions?

Try to contact us or search the topic in our official Facebook groups 

LaserTonor PI 1 Official Group