Hardware issues happen occasionally, whether it's the GemLightbox Max unit itself or one of its accessories like the turntables, sparkle lights, or holders. To get a fast resolution, reach out to our support team with three things:
A photo of the issue.
A clear image showing the hardware problem helps our team diagnose it quickly, whether that's damage, a malfunction, or a part that isn't working as expected.
Your unit's serial number, found on the side of the GemLightbox Max box and the bottom of the unit.
This confirms which device you're dealing with and helps verify warranty coverage. You can find it on the side of the box the unit came in, as well as on the bottom of the unit itself.
Your order number.
This lets our team look up your purchase date easily and confirm eligibility for a replacement.
Common Questions
What do I do if there's an issue with my GemLightbox Max or its accessories?
Send a photo of the issue, your unit's serial number, and your order number to support, and the team will arrange a replacement if it's within warranty.
Where do I find my GemLightbox Max's serial number?
The serial number is printed on the unit itself; check the base or back panel of your GemLightbox Max.
What if my issue is with an accessory, not the main unit?
The same process applies — send a photo of the accessory issue along with your serial number and order number.