Frequently Asked Questions

FAQ

Order Information

Q: Can I modify the order model or version after my order is being processed?
A: Should you need to modify your order details after purchase, please contact ACEBEAM Customer Service via live chat or email at [email protected] within 1 business day. We will do our best to assist you.

Shipping Information

Q: Will I receive a tracking number for my order?
A: Yes. Orders shipped from our New Jersey warehouse (USA) or our factory warehouse in China will have tracking numbers updated within 1–2 business days (subject to time zone differences).

If you placed an order as a registered user with a valid email address, you will receive a tracking email.

If you checked out as a guest, please contact our Customer Service team to obtain your tracking number.

If you do not receive the tracking email as expected, please check your spam or junk folder.

We recommend registering an account on our official store. You can log in to view your order history, where the tracking number for each order will be available and get the rewared points for every purchase.

Q: How long will it take to receive my package?
A: For U.S. deliveries:
If items are in stock at our NJ warehouse, delivery typically takes 3–6 business days.

For orders from International (Outside U.S.):
Items ship from our China warehouse. Delivery usually takes 6–10 business days via standard express shipping.
Note: Delivery to some remote countries may take longer.

Q: What if my package does not arrive?
A: If there are any irregularities in your shipping updates, please contact our Customer Service team for assistance.

Payment Information

Q: What payment methods do you accept? Can I pay by credit card?
A: We accept the following payment methods:
PayPal (preferred)
Stripe – supports all major debit and credit cards worldwide, including Visa, Mastercard, American Express, Discover, JCB, Diners Club, and China UnionPay. Multi-currency payments are accepted.

Q: What is ACEBEAM’s warranty policy?
A: For full warranty terms and conditions, please visit:
https://www.acebeam.com/acebeam-warranty

ACEBEAM Military Discount

Q: Do you offer a military discount?
A: Yes. ACEBEAM provides a military discount to the following eligible groups:

Active duty military personnel
Veterans
Law enforcement officers
Paramedics
First responders

Q: How can I get the discount?
A: Please contact ACEBEAM Customer Service via live chat or email to verify your eligibility and receive the discount code. Our team will be happy to assist you.

Product Information

Q: Why won’t my flashlight turn on?
A: If your flashlight does not power on, please try the following steps in order:
1. Remove the insulating film before first use.
2. Fully charge the battery. Most batteries are shipped with low power to comply with transportation safety regulations.
3. Check the lock/unlock function. Many ACEBEAM flashlights feature a physical or electronic lock to prevent accidental activation. Please ensure the light is unlocked before use.
4. Tighten all components. Make sure the head, body, and tail cap are fully screwed together with no gaps. A loose connection can prevent the circuit from completing.
5. Clean the contact points. Gently swab the battery contacts inside the tail cap with rubbing alcohol to remove any residue.
6. Try a different battery. If possible, test with a known-good ACEBEAM original battery.

If these steps do not resolve the issue, please contact our Customer Service team for further assistance.

Q: Why can’t my flashlight enter Turbo mode?
A: Turbo mode requires sufficient battery power. If the battery is low (indicated by a low-power warning), the flashlight will restrict access to Turbo. Please fully charge the battery and try again.

Q: Why does my flashlight sometimes turn off automatically?
A: If the flashlight turns off unexpectedly even after a full charge, the battery may be depleted or faulty. Please try using an original ACEBEAM battery. If the issue persists, contact Customer Service.

Q: Why is the lens of my flashlight foggy?
A: Condensation inside the lens is a natural physical phenomenon caused by temperature differences between the inside and outside of the flashlight. When warm, moist air inside the light meets the cooler lens surface, temporary fogging can occur. This fog will typically clear on its own when the light is turned off and temperatures equalize.

Q: Why does my light make a slight creaking sound?
A: A subtle creaking sound is common in new flashlights. During assembly, we apply thermal compound between components to enhance heat dissipation. This fresh compound may cause slight noises during initial use, which usually disappear after 1–3 usage cycles.

Q: How do I lock/unlock the flashlight or switch between modes?
A: Operation methods vary by model. Please refer to the User Manual included with your flashlight for specific instructions.

Q: Can the headbands be washed?
A: Yes. You may hand-wash the headband using mild soap and water. Do not soak the headband or submerge the flashlight unit itself in water.

Q: Are your headlamps waterproof?
A: Yes. ACEBEAM headlamps are waterproof, with ratings ranging from IPX4 to IPX8 depending on the model. Please refer to the “Technical Characteristics” section on the product page for the specific waterproof rating of your headlamp.

Q: Can I get replacement parts such as clips or glass lenses?
A: Yes. Please contact our Customer Service team via live chat or email at [email protected] for assistance with replacement parts.

Q: Why does ACEBEAM recommend using original ACEBEAM batteries?
A: ACEBEAM batteries are sourced from the same high-grade cell suppliers as several leading brands and are built to exceed industry standards. They incorporate multiple safety protections and advanced 4-MOSFET technology, which ensures stable output, intelligent power management, and extended battery life—critical for high-performance flashlights.
As a specialist in high-output lighting, ACEBEAM designs its batteries to reliably support the high-current demands of our products, ensuring you experience the full performance and safety your flashlight was engineered to deliver.

Note: A MOSFET (Metal-Oxide-Semiconductor Field-Effect Transistor) is a type of transistor used for amplifying or switching electronic signals. In our batteries, MOSFETs help manage power flow safely and efficiently.

Q: Can I use batteries from other brands?
A: Yes, you may use batteries from other brands, provided they meet the specified size and voltage requirements. However, do not mix and match batteries of different brands, models and age, as this can lead to performance issues or potential safety hazards.

Still Need Help?
If you have any other questions or concerns, our Customer Service team is here to assist you.

Live Chat: www.acebeam.com

WhatsApp / WeChat: +86 177 2249 6204

Email: [email protected]

Thank you for choosing ACEBEAM. We’re honored to be a part of your adventures!