Frequently Asked QuestionsSearch our articles or browse by category below.
- My Account Login
To see your profile, update address, change payment information, and/or view order history, please l...
- What is my order status?
- What payment methods are available?
We accept Visa®, MasterCard®, PayPal, as well as check cards and ATM cards if they are issued by one...
- 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 ...
- 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 ...
- Why is my credit card being rejected?
There are many possible reasons for a credit card not being accepted:The card has expired. Inco...
- 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"
- 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...
- How do I get a copy of my invoice?
Please contact Customer Service to obtain a copy of your invoice.
- What is my order shipping status?
- Can I change my shipping method?
Unfortunately, you cannot change your shipping method after you submit your order. Orders with physi...
- Can I change my shipping address?
Unfortunately, you cannot change your shipping address after you submit your order. Orders with phys...
- When will my backorder ship?
Although we try to maintain inventory of all products in the warehouse, occasionally an item will be...
- 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...
- How do I get technical support for my product?
For technical assistance with the installation, activation, use, or uninstallation of your product(s...
- Why do I need to set my browser to accept cookies?
- Are cookies a security risk?
No. Our commerce system encrypts all cookies. Also, the cookie contains no personal information, jus...
- How do I set up my browser to accept cookies?
If you're using Microsoft® Internet® Explorer® 6.0 or higher, on the Tools menu, click Internet Opti...
- What is your refund policy?
The HTC Europe Store by Luzern offers a 14-day money back guarantee on physical products. Digital/vi...
- How do I request a refund?
To request a refund, please contact Customer Service: HTC: https...
- How do I cancel my order?
Physically shipped purchases that are in stock are processed immediately upon completion and may not...
- What is Luzern's Data Secure Protection?
To protect your data, Luzern takes appropriate measures that are consistent with applicable data pro...
- 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 ...
- 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...