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Frequently Asked Questions
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- My Account Login
To see your profile, update address, change payment information, and/or view order history, please l...
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- What is my order status?
Click here to look up your order.
Read more - What payment methods are available?
We accept Visa®, MasterCard®, American Express, PayPal, Google Pay, Apple Pay and wire transfers. O...
Read more - Should I use spaces or dashes when I enter my credit card number?
No. Enter your credit card number without any spaces or special characters. It should be entered as ...
Read more - Does my billing address have to match the address on file with my credit card?
Yes. For credit card verification you must enter your billing address exactly as it appears on your ...
Read more - Why is my credit card being rejected?
There are many possible reasons for a credit card not being accepted:The card has expired. Inco...
Read more - How will the charge show up on my credit card?
The charge for your order will appear on your credit card as: "HTC by Luzern"
Read more - Do I have to pay sales tax?
Depending on the order, sales tax may be calculated and charged. Any sales tax charged will be indic...
Read more - How do I get a copy of my invoice?
Please contact Customer Service to obtain a copy of your invoice.
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- What is my order's shipping status?
Click here to look up your order and see the shipping status.
Read more - Can I change my shipping address?
Unfortunately, you cannot change your shipping address after you submit your order. Orders with phys...
Read more - Can I change my shipping method?
Unfortunately, you cannot change your shipping method after you submit your order. Orders with physi...
Read more - When will my backorder ship?
Although we try to maintain inventory of all products in the warehouse, occasionally an item will be...
Read more - Do you ship to my country?
You can find a list of countries we are able to ship to displayed in the shopping cart during the pu...
Read more - List of affected postal codes and products
List of products contain with battery: 1. 99H12208-00: VIVE Power Bank (21W)2. 99H12237-00: VIVE ...
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- How do I get technical support for my product?
For Information, User guides, and FAQs regarding the installation, activation, use, or uninstallatio...
Read more - Why do I need to set my browser to accept cookies?
Our commerce system is cookie dependent. We use cookies to track products in your shopping cart, as ...
Read more - Are cookies a security risk?
No. Our commerce system encrypts all cookies. Also, the cookie contains no personal information, jus...
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- What is your refund policy?
What is your refund policy?Stores in the United States and Canada offer a 14-day money back guarante...
Read more - How do I request a refund?
To request a refund, you must look up your order and then use the request a refund option to submit ...
Read more - How do I cancel my order?
Physically shipped purchases that are in stock are processed immediately upon completion and may not...
Read more - How do I request a replacement?
If for some reason your Product does not work as expected or is missing parts when it arrives and yo...
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- How do I get my activation code for content/service I purchased?
If your product requires an activation code, you can usually find it in the License Code email that ...
Read more - What do I do if my activation code is not working?
First, make sure you have the correct activation code. You can get your activation code from the Lic...
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- Tax Exemption Form Instructions
When you place an order with Tax Exemption, please make sure the form is complete prior to uploading...
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