FAQs

Orders & Product Selection

1. How do I know which screen is right for my projector?

The best screen depends on your projector type, throw ratio, room brightness, viewing angle, and installation setup. Ultra short throw projectors require a UST-compatible screen, while standard throw and long throw projectors require a different screen material. If you are unsure, please contact us before ordering and we will help you choose the right match.

2. Can I use any projector with any screen?

Not always. Different projectors require different screen materials for the best performance. For example, UST projectors must use a UST screen, and standard ALR screens are generally not suitable for UST projectors. If you are not sure, please communicate with us and we will help confirm compatibility.

3. What information do you need to recommend the right screen?

To recommend the best screen, we usually need to know your projector brand and model, throw type, room lighting conditions, desired screen size, and whether the projector is ceiling mounted, shelf mounted, or placed on a cabinet. The more details you provide, the better we can help.

4. Do you sell both projectors and screens?

Yes. We offer premium projector screens and selected projector models. We can also help you choose a matching projector and screen package for your space and budget.

5. What screen size should I choose?

The right screen size depends on your viewing distance, room size, projector brightness, and installation space. If you need help deciding, please contact us and we will gladly guide you.

6. Can I order a custom size or special configuration?

Some models and products may be available in custom sizes or custom finishes depending on production availability. Please contact us with your requirements and we will check what is possible.

Stock & Availability

7. Is the product in stock?

Stock availability may vary by size, model, and region. Please contact us if you want to confirm stock before placing an order, especially for large screens, cabinets, or custom products.

8. Can I reserve stock before ordering?

In some cases, we may be able to reserve stock for a short period. Please communicate with us directly and we will advise whether reservation is possible.

Shipping & Delivery

9. How long does delivery take?

Delivery times vary depending on the product, size, and destination. Smaller products and standard stocked items are usually delivered much faster than oversized or custom-made products. Large screens, cabinets, and special orders may require sea freight and a longer lead time. If you need an estimate, please contact us before ordering.

10. Why does my large screen take longer to arrive?

Oversized products such as very large screens and cabinets often require special handling and may be shipped by sea freight. Customs clearance, port congestion, and local transport arrangements can also affect delivery time.

11. Will I receive tracking information?

Yes. Once your order has been dispatched, tracking details will normally be provided. If you have not received tracking or need help reading the shipment update, please contact us.

12. What should I do if my order has not arrived?

Please first check your shipping confirmation and tracking details. If the tracking appears unclear, delayed, or inactive, please contact us with your order number. We encourage customers to communicate with us as soon as there is a problem so we can investigate and assist promptly.

13. What if my package is delayed in customs?

International shipments may occasionally be inspected or temporarily held by customs. If this happens, please stay in touch with us. We will do our best to help you understand the situation and provide support where possible.

14. Do you deliver to apartments, upstairs locations, or inside the house?

Large-item deliveries are usually made to ground floor, kerbside, driveway, or building entrance unless otherwise arranged. For oversized products, inside delivery, stair carry, packaging removal, and installation are generally not included unless specifically agreed in advance.

15. Do I need to inspect the package on arrival?

Yes. We strongly recommend inspecting the outer packaging before signing for delivery. If there is visible damage, please note it with the courier and contact us immediately with photos.

Installation & Setup

16. Do you provide installation service?

Installation availability depends on your location and product type. In some regions we may be able to recommend installers or provide setup guidance. Please contact us before purchase if installation support is important for your project.

17. Can I install the screen myself?

Many customers can install the product themselves if they are comfortable with basic assembly and mounting. However, large screens and premium systems may require two or more people, and professional installation is recommended for best results.

18. Do you provide installation instructions?

Yes. Installation instructions are usually supplied with the product, and our team may also assist with guidance where possible. If you need help during setup, please communicate with us.

19. What should I do if the screen does not look perfectly flat immediately?

Some screen materials may need a short settling period after unpacking or installation. If you notice anything unusual, please contact us before making adjustments, as incorrect handling may worsen the issue.

20. Can I adjust the black borders or drop length?

Some motorised screens allow limited adjustment, but excessive adjustment beyond the intended range may affect screen performance or create ripples. If you want to change the screen height or border position, please ask us first for guidance.

Product Performance & Compatibility

21. Will the screen improve image quality?

A suitable screen can significantly improve brightness perception, contrast, black levels, and viewing performance, especially in rooms with ambient light. The right screen material is very important for getting the best result from your projector.

22. Will ALR or CLR screens work in a bright room?

Ambient light rejecting and ceiling light rejecting screens can perform much better than a standard white screen in rooms with uncontrolled light. However, no screen can completely replace proper lighting control. Results depend on your projector, room layout, and light sources.

23. Can I use a UST projector with a normal screen?

A normal white wall or standard screen may show an image, but it will not deliver the proper result that a UST projector is designed for. For best performance, a UST projector should be paired with a dedicated UST screen.

24. Will my projector and screen show hotspot, sparkle, or speckle?

Image characteristics can vary depending on projector type, laser light source, screen material, and room conditions. Some triple-laser projectors may show speckle on certain ALR surfaces. If you are sensitive to this, please contact us before purchase.

Returns, Refunds & Cancellations

25. Can I cancel my order?

Orders may only be cancelled before dispatch or before production begins, depending on the product. Transaction fees, processing fees, or logistics costs may apply. Custom-made products usually cannot be cancelled once production has started.

26. Can I return the product if I ordered the wrong item?

If the wrong item was ordered by mistake, please contact us as soon as possible. Returns may be possible depending on the product condition, packaging, and return policy. Return shipping and restocking fees may apply.

27. Can I return a used or installed screen?

Used or installed items are generally much harder to return because they may no longer be in resellable condition. If a return is accepted, it may be subject to inspection, restocking fees, and return freight costs.

28. What if I change my mind after delivery?

Please contact us as soon as possible. Change-of-mind returns may be accepted only under certain conditions, and the product must usually be unused, undamaged, and in original packaging.

29. What if I received my order after already receiving a refund?

If an order arrives after a refund has been processed, please keep the item in its original packaging and contact us immediately. We appreciate honest communication and will work with you toward a fair solution.

Damage, Faults & Warranty

30. What should I do if my product arrives damaged?

Please contact us as soon as possible and provide clear photos of the packaging, product, and any visible damage. The sooner we receive the information, the faster we can help assess the issue and work toward a solution.

31. What if the product develops a fault after installation?

Please get in touch with us and describe the issue in as much detail as possible, including photos or videos if available. We encourage customers to communicate with us whenever there is a problem so our team can assess the issue and provide support.

32. What is covered under warranty?

Warranty coverage depends on the product and region. Generally, manufacturer defects in materials or workmanship are covered during the warranty period. Damage caused by misuse, accidents, improper installation, incorrect cleaning, physical scratches, dents, liquid exposure, or unauthorised modifications is usually not covered.

33. Is the motor covered under warranty?

For motorised screens, the motor may have a different warranty period from the screen material itself. Please check the specific warranty terms for your product or contact us for clarification.

34. What can void the warranty?

Improper cleaning, physical damage, excessive border adjustment, misuse, incorrect installation, unauthorised repairs, or use outside the recommended conditions may void warranty coverage. If you are unsure, please ask us before attempting any repair or adjustment.

Payments & Pricing

35. What payment methods do you accept?

Accepted payment methods may vary by region and website. These may include card payment, bank transfer, financing options, or other supported methods shown at checkout.

36. Are taxes, duties, or customs charges included?

This depends on the destination country and the product listing. In some cases, taxes or import duties may apply separately. Please contact us if you want to confirm the total landed cost before ordering.

37. Do you offer discounts for bundles or larger orders?

In some cases, we may offer bundle pricing, trade pricing, or special discounts for larger projects. Please contact us with your requirements.

Customer Support

38. How can I contact you if I have a problem?

You can contact us by email, phone, website enquiry form, or the contact method listed on our website. We strongly encourage customers to communicate with us whenever there is any problem with an order, delivery, installation, or product performance.

39. What is the fastest way to get support?

The fastest support is usually provided when you send us your order number, product details, photos, videos, and a clear explanation of the issue. This helps us review the matter more efficiently.

40. What should I do if I am unsure about anything before buying?

Please contact us before placing your order. We are always happy to help with compatibility, size selection, delivery expectations, installation questions, and product recommendations.