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We know you've got questions.
Orders Placed Online
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.
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
My purchased device requires a DMX file. Where can I find one?
Customer service can contact support@uking-online.com and send an email specifying the relevant product model and file format you need.
I'm not happy with the quality of the product I received. What can I do?
If, for any reason, our products didn't meet your expectations, we'd ask that you contact support@uking-online.com with your order number for assistance.
I haven't received my purchased product after 5 days.
We'd ask that you first check your email for a tracking number that should be sent out by us, and inquire with the relevant logistics company to track your parcel.
If your tracking information is still not updated, please wait 7 days and contact our customer service team at cs@uking-online.com with your order number for assistance.
My product arrived damaged.
Please first check if your product functions properly after being connected to a power source. You can either request a refund or new parts by contacting support@uking-online.com.
How many days will it take to receive my package after placing an order?
Product shipping time is approximately 5-8 days, depending on local logistics and shipping time.
Do your products include VAT?
At the moment, product prices do not include VAT.
Why haven't I received any shipping information or tracking number after placing my order?
You may not receive email notifications if you didn't log in before placing your order. Please contact support@uking-online.com with your order number for assistance.
I want to buy wholesale, what are my options?
If you need to place a bulk order, please contact support@uking-online.com, specifying the product code (SKU) and quantity you wish to order.
Is it possible to collaborate with you via social media?
We do collaborate with influencers on social media. If you're interested in collaboration opportunities, please contact shaofen@uking-online.com. Please leave your contact information and links to your social media channel(s).
Do you sell flightcases for my stage lighting?
You can search using the relevant product SKU displayed on the product page. If none are displayed, it means there are no matching flight cases available.
What is the warranty period for UKING products?
We offer a hassle-free 30-day return or exchange program, with a 2-year warranty for all non-perishable items purchased via our official website.
Product Related Issues
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.
The moving head light screen displays a color sensor error, but the device still works.
Check if the magnet on the color filter disk is loose, if the Hall effect terminals on the color filter disk are properly connected, if the color filter motor wires are properly connected, and if the color filter is scraping during rotation.
The plastic of the moving head light has deformed due to overheating.
Check if it's caused by an external heat source. Confirm if the head fan is running.
The headlight's Enter key is broken, the Confirm button is malfunctioning, and programming is impossible.
Replace the display board.
The moving head light emits inconsistent light from multiple lights.
① There may be color differences at different angles; ② Press and hold the confirmation button to enter the backend and check if the color parameters of the two lights are consistent.
My Sound On function settings are lost after a power outage.
Press the OK button to save settings (they will be retained after a power outage and restart).
I am only seeing red and green lighting; blue seems to be missing?
Disassemble your device and check if the LED board wiring is loose.
The moving head light doesn't turn on in "sound mode".
Replace the LED board.
The moving head light's horizontal axis vibrates slightly and then stops moving completely. A red light appears on one side of the display screen, and manual movement is difficult.
① Disassemble the arm housing and check if the central wiring is twisted and if the X-axis belt is normal; ② If the wiring and belt are normal, check if the pattern disc is stuck.
The moving head light rotates but doesn't turn on.
Check if the LED board wiring is loose. If the wiring is normal, replace the LED board.
The moving head light's head movement is unstable and not smooth.
Check if the motor wiring is loose.
The moving head light has no power, the fan makes a slight noise, and there is no head movement or light emission.
Further inspection of the power supply or mainboard is needed.
The moving head light prism keeps getting stuck when it tries to rotate.
Replace the prism holder.
Can the rotation speed of the moving head light be increased in automatic or voice-activated modes? Can the strobe effect be activated in automatic or voice-activated modes?
① The speed in automatic and voice-activated modes is controlled by the mainboard program and needs to be adjusted on the control panel; ② The strobe effect follows a program sequence and requires DMX control to pause independently.
The moving head light's pattern panel is not working properly, is stuck, and the beam is dimmer than the other light, indicating internal component damage.
① Check if the color wheel is lit up red; adjust it in the background if necessary. ② If the pattern panel cannot be moved, it needs to be replaced. ③ Check if the lens frame is bent.
The light on the smoke machine is flashing red, and there is no smoke.
Check if the equipment is heating normally and if the oil pump is starting normally. If the wiring is normal, replace the mainboard.
After connecting the moving head light to the controller, some colors (such as yellow) are not working properly. The light automatically points to the ceiling, and the pattern changes color automatically.
Check if the address code is set correctly and if the light channel mode matches the light library.
When I turn the moving head light off and on again, the bulb doesn't light up, but the fan, horizontal/vertical movement, and LED ring are working normally.
After the light has been on for a while, you need to wait for the bulb to cool down before manually turning it on again or using the control panel.
The wall washer light flashes too quickly in flash/lightning mode. It's mostly off, but some lights restart or reset when the speed changes.
① Adjust the value (the smaller the value, the slower it is); ② Press and hold the menu button to enter the background and decrease the RGB value by ten points; ③ If the problem persists, try a different power supply.
In DMX mode, all channel values for the moving head light are 0, but the green LED is faintly lit (and cannot be turned off).
Check if the signal cable is broken.
The moving head light is out of sync in "sound" mode, and the sound response is unresponsive.
The light fixture may be too sensitive or there may be interference from the signal cable. Try unplugging the signal cable or adjusting the sensitivity.
The moving head light only rotates but doesn't turn on.
Check if the LED board wiring is loose. If it's not loose, the LED board itself may be faulty.
The tilt motor struggles and makes a lot of noise when the moving head light starts and initializes.
Disassemble the arm housing and crossbeam housing to check if the belt is loose.
The moving head light display shows "Gobo sensor error," and the error persists even after resetting.
Check if the pattern disc has stopped spinning.
The moving head light cycles on and off every few seconds.
Replace the power supply board (the power supply may not be able to handle the load).
