Frequently Asked Questions

    Explore our organized FAQ section to quickly resolve product questions, order concerns, compatibility issues

    And more Whether you're o new user or a returning customer the answers are just one click away

    Orders & Shipping

    Get answers about delivery times, order status, shipping methods, nternational regions, and more.

    1. Order the wrong item? Wanna Cancel Order?

    Please email us at kitty@btf-lighting.com  within 12 hours and send us your order number.

    Please kindly note that cancellation of orders only for unfulfilled orders.
    2. Get answers about delivery times, order status, shipping method, sinternational regions, and more.

    Please email us at kitty@btf-lighting.com and send us your order number.We will check and confirm for you soon.
    3. 1. Why my order canceled or returned?

    If your orders were identified as high risk by our fraud analysis tool. We will contact and confirm with you through email if it's ordered by you. If we do not get any reply in 5 business days, then your orders will be canceled and full refunded. If you have any other questions, please feel free to contact us at contact@btf-lighting.com.
    4. Any discount for bulk orders? Wanna customise?

    We offer wholesale price for bulk order. Please do not hesitate to contact us at kitty@btf-lighting.com.
    5. Lost package? Delivery failed? Wrong items?

    Please email us at kitty@btf-lighting.com  within 12 hours and send us your order number. We will check and confirm for you soon.

    Product Use & Compatibility

    Learn about voltage, controller compatibility, RGB types and installation advice to help you choose and use products correctly

    1. What voltage do I need for my setup?

    Please kindly note that the voltage of the led strip should match the voltage of the power supply.
    2. How many LEDs can I control with one controller

    The number of led strips a controller can manage depends on if the controller supports the number of ICs or if its maximum current rating matches the IC count or current of the led strip.
    3. Can I cut the strip to a specific length?

    You can cut led strip based on your need. Please kindly note that the led strip should be cut at the designated cutting points.
    4. Do you offer waterproof options?

    IP65: Silicone Coating Waterproof

    Protection Level: Dust-proof and protected against low-pressure water jets from any direction.

    IP66: Heat-Shrink Sleeve Waterproof

    Protection Level: Dust-proof and protected against slight water splash from any direction.

    IP67: Silicone Sheathing Waterproof

    Protection Level: Dust-proof and capable of withstanding immersion in water up to 1 meter deep for up to 30 minutes.

    IP68: Fully Wrapped Silicone with Waterproof Connectors

    Protection Level: Maximum protection against dust and continuous immersion in water under specified conditions.

    Support & Warranty

    Understand our return policy, warranty coverage, refund process and what to do if something goes wrong.

    1. What is your warranty policy?

    Please feel free to check our  warranty at https://www.btf-lighting.com/en-intl/pages/return-warranty-policy.
    2. How can I get technical help？

    Please email us at kitty@btf-lighting.com and send us your order comformation

    We will contact you soon as soon as possible.
    3. Can l get a wiring diogram or datasheet？

    Please feel free to check our Product detail images.

    For further questions, please contact us at contact@btf-lighting.com for your smart home systems and led strip system.
    4. What should I do if a product is defective？

    Please email us at kitty@btf-lighting.com  within 12 hours and send us your order number

    We will check and confirm for you soon.