How-To > Submitting Tickets via Forms

Contacting us has never been easier! We have streamlined the process so we can collect the information we need up front, which means less back-and-forth, fewer questions, and faster solutions. We know some a bit long but trust us, it makes it easier, especially when our ticket volumes are higher than normal 💚

📍 Where to Find the Contact Form

• Mobile browser users: Tap the link in the top banner

• Desktop users: Click ‘Submit a Request’ on the right-hand side of the screen

• Or go directly to our ticket request page here

🧭 When to Use Each Form

We have eight (8) categories to choose from, pick the one that best fits your request (see descriptions below):

— — —

Product Inquiry [Pre-Purchase Questions]

• Use this if you are researching a product or deciding what to buy. We are happy to answer any questions before you hit “add to cart

— — —

Report: Nanoleaf Website/Online Shop Issue

• If something is going wrong at checkout or a payment error is showing up, this is your form.
(If it is us, not you, we will fix it!)

— — —

Customer Support [i.e. Orders, Shipping, Non-Technical]

For anything related to your order, including:

• Tracking

• Shipping updates

• Exchanges or returns

• Refund status

• Invoices

• Address corrections

• Points

Psst! You can also track your order here.

— — —

Hardware Support [i.e. Physical Issue With Device, Partially On, Not Turning On, etc]

• If there is a physical issue with your lights, use this form. We will walk you through troubleshooting and diagnostics to get things working again, or start the warranty/replacement process if needed!

— — —

Software Support [i.e. Pairing, Integrations, Nanoleaf App, Connectivity]

• This is the form for issues such as pairing, firmware, connectivity, or integrations, or want app or feature support, 

TIP | Submit Hardware and Software tickets via the Nanoleaf app, here's how (and why it's easier):
 How-To > Submitting Tickets via Nanoleaf App

— — —

Warranty Claim Review | Replacement Part Request

• Use this if you are out of warranty after checking your eligibility or if you need a replacement part.

• These got straight to our warranty and replacement team to assess the situation and/or send a draft order to get your replacement if you cannot find it on our Nanoleaf shop!

• Otherwise, please use the Hardware Support form as we do need to troubleshoot all issues, depending on the diagnostics selected.

— — —

Beyond Support: Let’s Talk Possibilities

• Use this when you want to take about partnership opportunities, ask about our Beta program, or have a B2B/Distribution inquiry and we will forward it to the right person!

— — —

Share Your Thoughts: Tell Us What’s Bright (or Not-So-Bright)

• Have feedback? This is your space to shine ✨ This form sends an automated reply and is passed on to the correct department. If your feedback needs a direct response, please use one of the forms above instead.

❓ Still not sure which form to use?
 No worries! Pick the one that feels closest to your issue. Our team makes sure it ends up in the right place. 💚