Have a Question? Look here
How can I order?
You can purchase directly through our websites:
- International Site: wlmouse.com for orders dispatched from our production facility.
- European Site: wlmouse.eu, managed by MaxGaming in Sweden, for orders within Europe.
Make sure to provide your email at checkout to receive order confirmation and shipping details.
You can also check our list of authorized resellers for more options.
What payment methods do you accept?
Currently, we only accept PayPal payments. PayPal offers a variety of security measures, such as encryption technology, fraud detection, and buyer protection programs, to ensure transaction security and protect the rights of both sellers and buyers.
How can I contact your customer support team?
You can contact our customer service team via Email
Do you offer international shipping?
Yes, we offer international shipping to select countries. Please check our Shipping Policy for more details.
Where do you ship?
We ship to all countries listed at checkout. Ensure your address details are accurate to avoid delivery issues.
Note that wlmouse.eu does not ship to the UK. For UK and other regions, check wlmouse.com for availability.
How long will it take to receive my order?
Shipping times vary depending on your location and the shipping method chosen at checkout. Orders are typically processed within 5 business days, and delivery times range from 10 to 20 business days.
I've received a tracking number for my order. Why isn't my tracking working?
Please allow up to 24 hours for your tracking information to update. This is usually the time it takes for your order to be logged by the shipping courier after it reaches the shipping facility from our warehouse. Although your order may have "shipped," the online tracking may not update until 24 hours later. Expect to see updated tracking information on the next business day after you receive your confirmation email/SMS. We appreciate your patience.
Can I track my order?
Yes, we will provide you with a tracking number and instructions on how to track your package once your order has been shipped. You can track the status of your shipment online.
What if I receive a defective or damaged item?
In the rare event that you receive a defective or damaged item, please contact our customer service team within one day of receiving the product. We will work with you to resolve the issue as quickly as possible, whether by refunding or replacing the item.
Why hasn't my order shipped yet?
Typically, it takes about 1-5 business days to process your order before we ship it. We ask that you allow 1-5 business days for processing to ensure that all items are correctly prepared before shipping. You will receive an email confirming that your order has been shipped. Please check your inbox within 1-5 business days.
If the package has shipped, can I refuse to receive it?
No, rejecting the package will incur significant costs. If you choose to reject the delivery, we will deduct both the shipping and return costs, which are very expensive. We recommend accepting the package and then contacting us for return details.
Warranty & Exchanges Policy
All WLMOUSE products come with a 1-year limited warranty. To qualify for warranty service, your product must be within the warranty period.
To claim warranty service, retain the original sales receipt or invoice as proof of purchase. Only the original retail purchaser is eligible for warranty coverage, and the warranty is not transferable.
For warranty inquiries or exchanges, please contact support@wlmouse.com for further assistance.
Non-Condition Returns
We offer a 7-day return policy. You have 7 days to return an item starting from the date you received it (confirmed by the shipping tracking record). To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in its original packaging. If the item was plastic-sealed when you received it, it should remain plastic-sealed. Some types of goods, such as customized products, cannot be returned.
You will be responsible for paying the shipping costs for returning your item. Shipping and customs fees are non-refundable (we will send you a receipt after we receive the item). If 7 days have passed since you received your item, unfortunately, we cannot offer you a refund or exchange.
Warranty Reason Returns
If the product doesn't work properly during warranty leadtime and confirmed to be defective, the item could be returned for repair. we will cover shipping to send it back to you after repair.
Can I return the products I don’t like and get a refund?
You may request to return an item in the condition it was received if you change your mind. Some items may be returned for either a refund or exchange, subject to the following conditions. Our policy allows returns within 7 days of receiving the item, according to the tracking record. If 7 days have passed, unfortunately, we cannot offer you a refund or exchange.
Any item returned must be unused, complete with all accessories, hardware, manuals, or instructions, and in the same "new" condition as when it was shipped to you. Please send us photos or videos of the item.
Any item returned incomplete or with physical damage such as scratches, excessive signs of use, or abuse will not be accepted for return.
Items will be evaluated when shipped back. We cannot offer refunds on defective merchandise resulting from mishandling, misuse, tampering, or improper use.
Can I exchange a product I ordered?
We offer an exchange service if the items meet the following conditions (except for customized products):
- The product must be “new” with no damage in any way.
- The product must be available for purchase on wlmouse.com.
- If the selected exchange product is of a higher price, the customer will need to pay the difference.
What’s the process for canceling, returning, or requesting a refund?
Please email our customer service at support@wlmouse.com with your order number and the reason for the return.
You must return the item in the same condition as you received it.
When do I need to return the items? When is the deadline?
Items can be returned within 7 days of receipt of delivery according to the online shipping tracking record.
Where do I ship the items so that I can get a refund?
Where do I ship the items so that I can get a refund?
If you want to ship your product back to us, please contact us at support@wlmouse.com.
When will I receive my refund?
In most cases, we will issue your refund within 3-5 business days after receiving and checking the returned item.
How to get support?
It's easy to get in touch with us - simply send us an email
support@wlmouse.com or service@wlmouse.com
What are your warranty terms?
For details about warranty coverage and refunds, please refer to our Warranty Policy and Refund Policy.
What if I bought from another retailer?
For purchases made outside our official websites, contact the retailer directly.
We only assist with orders placed on our website with a valid order number.
Be aware that authorized resellers may have different return and warranty policies.
How can I Request a Warranty replacement or repair?
You must email our customer service support@wlmouse.com within the applicable warranty period with your order number and your specific inquiries. Please describe your problems that you encountered with as much detail as possible.
Can I cancel an order?
Once an order is placed, you have less than 24 hours to cancel it if it's not processed yet. Once the package is received by the logistics company, the order can't be canceled for you!