We pride ourselves in providing the most outstanding and professional customer service that caters to our customers specific needs. Please feel free to browse our frequently asked questions for the answers you are looking for. Alternatively, drop us a line HERE and our customer service team will be in touch as soon as possible.
Yes. We currently have distribution networks in New Zealand, Australia, Europe, USA and Asia. However countries outside our networks will still receive the same great international service.
Depending on where in the world you are, orders typically arrive in 2-7 working days. To ensure the best customer service possible, we process and dispatch orders as soon as physically possible (usually within 24 hours) This means you will be out enjoying your new Gloworm in no time!
All customs and import taxes are calculated and charged once the parcel reaches its destination country. These charges are to be paid by the recipient and unfortunately we have no control over them. We cannot tell you the import duty and taxes as they vary from country to country.
The LEDs we use boast an almost unlimited life expectancy. Therefore, it rather makes sense to look at how the luminance decreases over time. Our long-term tests indicate that the LEDs lose merely about 10% of their luminance after 2 years of PERMANENT operation (17,500 hours).
To make it short: Life expectancy is no longer an issue!
Gloworm utilises CREE LEDs – Cree is the market-leading innovator of lighting-class LEDs. Currently we only use the XML2 LEDs and XPG2 LEDS in the CX Urban lights.
The Gloworm X series lights are designed to an IP67 rating. This means they can be submersed but it is not recommended. The CX series is designed to an IP65 rating which means they are dust tight and can be used in rainy conditions.
The life of a battery pack depends on different factors. On the cell type, on how much it is used and on how it is treated. In general, a life of 300-400 charging/discharging cycles can be assumed before the battery’s capacity decreases significantly (80% of the nominal value). This corresponds to a minimum period of use of approximately 2-3 years if the battery is used twice a week. With careful storage when the battery is not in use, a life of 2-3 years is realistic.
In many cases, the battery and the charger are in perfect condition, merely the battery protection has been triggered. To solve this, simply leave the battery connected to the plugged in charger and after a while (NB: it may take up to two hours) the battery will charge again.
Charge the battery ideally to 50-75% and keep the battery in a cool dry place for no longer than 3 months. Temperatures below 15°C are favourable. The fridge in an airtight container is a good option.
Extreme example: Storage of a fully charged lithium-ion battery at 30°C (direct sunlight) irreversibly damages the battery – it may even fail completely.
If you expect your next use to be no longer than the remaining capacity will last, do not charge the battery immediately. The life of a lithium-ion battery is also determined by the number of charging cycles. Each charging cycle, even the shortest, is recognized by the battery as such; therefore, rather avoid charging the battery unless it is really necessary.
Yes, without limitations. All our lights are absolutely heat-proof. Caution! Please be aware the enclosure will heat up during use, however this is completely normal so please take care when handling in order to prevent injury.
Absolutely! Whatever your passion is, be it riding, running, caving or adventure sport racing, Gloworm will be there to light up all your adventures!
If you are not 100% happy with your purchase, return it within 14 days for a full refund. Plus we’ll even refund the return shipping. However we’re pretty sure once you get hold of one of our lights, you’ll never want to let it go!
We are currently looking for distributors. If you are interested please CONTACT US to discuss.
The warranty on all Gloworm lights is 24 months and 12 months on all Gloworm battery packs and accessories.
Please return the entire lamp set including the battery pack and charger to your local DEALER. Also remember to include a brief description of the error and your telephone number and/or e-mail address. If you are unable to locate a dealer nearby, please contact us HERE and our Customer Service team will help you out.
For further information please see our Video Support page or Instructions