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Not quite found the answer?
We know you've got questions.
We've listed some frequently asked questions here to help save you some time.
Frequently Asked Questions
Is the product I want to buy available in my area?
When checking out, please make sure you select the warehouse relevant to your local region when buying.
I haven't received my confirmation email after making a purchase, what can I do?
It could be because you have not registered for an account before buying, please sign up to our website and you should be able to see all orders attached to your email address. If not, please contact support@uking-online.com
What should I do if my Moving Head Light doesn't work when I power it on?
We recommend you first check the power cord by trying your device with another cable to see if this solves the issue. Should you still experience problems then we would recommend changing the fuse, which can be found by the power in connector.
If both power cord and fuse seem to be ok, please check to see if the display does not light up when plugged in. If so, this may mean that the power board needs to be replaced. If your display lights up normally this could be due to internal motherboard issues. Please contact customer support for more help.
Why do I hear a scratching sound when my Moving Head Light moves?
This could be due to wires being loosened during transit.
Should you encounter this issue, please check the noise source first to see if the scratching sound comes from your device panning horizontally or vertically.
If it is when the light pan horizontally, please:
- Power off your device and unplug it
- Disassemble your device arm shell from the back
- Check if the flange is too close with the shell and if the gear comes in contact with wires when rotating vertically
- Manually tilt your light to see if there is any noise, if you're able to pinpoint the issue we recommend to split and fix any wires or loosen or tighten the flage as needed.
Plug in and turn on your light and test it before you re-install its arm shell.
What should I do if my product breaks after a period of use?
If you're still within your warranty period, we'll arrange for a repair or exchange free of charge. Please provide us with the following:
- Photos of your original UKING packaging, including both front and back sides.
- Photos or video of the defective item(s).
- Photos, videos or screenshots showing any malfunctions of your defective item.
We will usually offer a refund or send a replacement as soon as the problem is confirmed. For more info please see our warranty policy.
What should I do if my items arrived damaged?
In rare events, rough handling by couriers may lead to physical damage to your goods. If this has happened, please follow these steps:
- If possible, raise a complaint directly with the delivery representative of the courier company before you sign for the goods. They will advise you on the complaint procedure.
- If you already signed for your package, take photos showing the damage and contact the local office of the courier company to complain. They will have a complaining procedure which will enable you to get compensation.
- You can also contact us directly with your order number, pictures, and a full description and of the issue. We will contact the courier company from our end and once the courier company confirms that the case is valid, they will compensate us, and we will pass on this compensation to you.
Compensation varies from case to case and is different for each courier company. In some cases you may need to pay to post any broken items back to us in order for us to send out a new one.
