lighterusa.com Reviews 2,359

Reply from lighterusa.com

Updated Feb 27, 2026

Ordered next day shipping and 5 days later I still don’t have my package. They didn’t even give me the next day shipping as promised, they sent it out 2 day priority express usps instead of next day air like I paid for. $30 for shipping and I still don’t have my package 4 days later

Reply from lighterusa.com

Feb 27, 2026

Hi Tyler,

We take claims regarding shipping protection and product quality very seriously, and I am sorry for the frustration this has caused. Our goal is never to "scam" our customers, but to ensure that every issue is handled by the right party so it can be resolved as quickly as possible.

There may have been a misunderstanding regarding whether the item was damaged in transit or if it's experiencing a mechanical defect. We would like to take a second look at your case and the photos provided to ensure your shipping protection is applied correctly if the damage occurred during delivery.

Please reach out to our customer service team directly so we can review this again and find a solution that works for you. We want to make sure this is handled properly.

Reply from lighterusa.com

Feb 27, 2026

First, we truly appreciate your continued support and loyalty. Customers like you who order regularly mean a great deal to us, so we’re especially sorry to hear about this experience.

We understand how frustrating it must be to receive multiple devices that are not performing properly, especially when you’ve never had issues before.

As soon as we were made aware of the problem, we issued a store credit for the defective items to make this right as quickly as possible. You should see that credit available on your account.

While manufacturer defects can occasionally happen, they are not common, and we certainly don’t want this to impact your confidence in ordering from us. We stand behind the products we sell and will always work to resolve issues when they arise.

If you continue to experience any problems or need assistance applying your credit, please don’t hesitate to reach out. We value your business and appreciate the opportunity to make this right.

Reply from lighterusa.com

Feb 27, 2026

Hi Paul,

I am sincerely sorry for the frustration this has caused. We value our returning customers, and it was certainly not our intention to make you feel that your business isn't appreciated.

To clarify what happened, your recent order was automatically canceled by our system because our payment processor flagged the transaction as high risk for potential fraud. We know this is incredibly frustrating, especially for a legitimate purchase, and we’re really sorry for the inconvenience.

To protect our customers and their payment information, we are required to follow these security checks and unfortunately cannot override them once an order is flagged and canceled. If you believe this was done in error, we would like to help you find a solution that works for you. You may want to try placing a new order using a different payment method, or ensuring the billing and shipping addresses exactly match what is on file with your bank. Additionally, contacting your bank or card issuer to ensure there are no security flags on their end may help future attempts go through. We appreciate your past business and hope we can get this resolved for you.

Reply from lighterusa.com

Feb 27, 2026

First, we want to thank you for your service. We also sincerely apologize for the frustration this situation caused.

After reviewing your order and the delivery issue, we have issued a full refund for your entire order, despite the tracking being marked as delivered by USPS. We understand how important reliability is, and we did not want this matter to remain unresolved.

When a package is marked delivered, our standard process is to guide customers through USPS verification steps, including checking with neighbors and filing a carrier report, which you had already done. We apologize if our previous response felt repetitive or impersonal — that was not our intention.

Regarding insurance, claims require confirmation through the carrier’s investigation process. However, in this case, we moved forward with refunding you directly to resolve the matter promptly.

We are sorry this experience did not meet your expectations, especially as a returning customer. If you decide to give us another opportunity in the future, we would be happy to assist you.