Frequently Asked Questions
Ordering
Where does EleksTube ship from?
EleksTube ships worldwide from our Tokyo, Japan facility. Most orders are processed and dispatched within 1–3 business days, with international transit typically taking 7–20 business days depending on destination and shipping method.
Do I have to create an account to order?
No. You can check out as a guest. Creating an account is optional but lets you track orders, save addresses, and view order history.
Can I change or cancel my order after placing it?
If your order hasn't shipped yet, contact support@elekstube.com as soon as possible — please include your order number. Once an order has been handed to the carrier, we generally cannot reroute or cancel it.
What payment methods do you accept?
We accept major credit cards (Visa, MasterCard, American Express, JCB), Apple Pay, Google Pay, Shop Pay, and PayPal. All transactions are processed in USD by default.
Shipping & Delivery
How long will my order take to arrive?
Standard shipping arrives in 15–20 business days, expedited in 7–13 business days, and express in 5–8 business days. See our Shipping page for full details. Customs processing in your country can add a few extra days.
Will I have to pay customs or import duties?
For shipments outside Japan, customs duties, import taxes, and VAT are the responsibility of the recipient and are not included in our shipping fees. Charges vary by country — please check with your local customs office for rates.
How do I track my order?
Once your order ships, you'll receive a tracking number by email. Enter it on our Track Your Order page for live status. International shipments may take 24–48 hours after dispatch before tracking shows movement.
What if my package is lost or arrives damaged?
Contact support@elekstube.com within 14 days of the carrier's delivery date (or last tracked scan if undelivered). Include your order number and photos of any damage to the box and product. We'll work with the carrier to resolve.
Setup & Software
How do I set up my EleksTube IPS clock?
Follow the EleksTube IPS Setup Guide for the PC client (Ver3.10) or the Web Control Center Guide if you prefer browser-based setup via Chrome or Edge.
Which clock model do I have?
Check the underside of your clock for the model label (PR1, PR2, PR3, PRO, R2, IPS Classic, or LITE). Each model has a dedicated product page with specs and the matching setup guide.
Where do I download the latest firmware and clock faces?
All official downloads — PC client, firmware files, custom clock faces — are on the Download page. The browser-based Web UI lives at elekstube.app.
Can I create my own clock faces?
Yes. Custom clock face packs are user-creatable using the EleksMaker PC client. Format specs and a starter template are linked from the Download page. Many customers share their designs in our community channels.
Hardware
Do EleksTube clocks use real nixie tubes?
No — EleksTube clocks use six high-resolution IPS LCD screens housed in glass tubes that simulate the warm glow of vintage nixie tubes. This avoids the high voltage, fragility, and limited supply of authentic nixies, while letting you switch between dozens of digit styles.
What power supply do EleksTube clocks need?
All current models use USB-C power. Most ship with a USB-C cable; the wall adapter is sold separately to keep options flexible (5V 2A or higher recommended). Check each product page for model-specific requirements.
Can I use the clock with Wi-Fi disabled?
Yes. The clock will run on its internal RTC after initial time sync. Wi-Fi is needed for ongoing time synchronization, OTA firmware updates, and Web Control Center access.
Warranty & Returns
How long is the warranty?
EleksMaker products carry a 12-month limited warranty against defects in materials and workmanship from the original purchase date. See the Warranty page for full coverage details and exclusions.
What is your return policy?
Unopened products in original packaging may be returned within 30 days of delivery for a refund (less return shipping and a restocking fee where applicable). Defective products under warranty are repaired or replaced free of charge. Email support@elekstube.com to start a return or warranty claim.
I bought from a third-party reseller — am I covered?
Official warranty service is only available for products purchased from EleksTube.com or our authorized resellers. See Why Buy from EleksTube.com for the full list of benefits of buying from the official store.
Still have questions? Contact our team — we're glad to help.