Frequently Asked Questions
Ordering
Where does EleksTube ship from?
Orders are fulfilled through our warehouse network in Japan, China, and the United States. The fulfillment location is automatically selected based on local inventory availability and the delivery address. Most orders are processed within 1–3 business days.
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 and 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. The exact payment methods and currency available to you are shown at checkout.
Shipping & Delivery
How long will my order take to arrive?
Processing and delivery times depend on the destination, inventory location, and shipping method selected at checkout. See our Shipping page for current estimates.
Will I have to pay customs or import duties?
No. Direct-store checkout shipping is Delivered Duty Paid (DDP). Duties, taxes, and tariffs are included in the checkout total, so there should be no import charge on delivery. If a carrier or customs authority requests payment, contact us before paying.
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 promptly after discovering the issue. Include your order number and photos of any damage to the box and product. We'll work with the carrier to resolve it.
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?
Official downloads are available on the Download page. The browser-based Web UI is available at elekstube.app.
Can I create my own clock faces?
Yes. Custom clock face packs can be created using the EleksMaker PC client. Format information and downloads are linked from the Download page.
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 allowing many digit styles.
What power supply do EleksTube clocks need?
Current models use USB-C power. Most ship with a USB-C cable; the wall adapter is sold separately. Check each product page for model-specific requirements.
Can I use the clock with Wi-Fi disabled?
Yes. The clock can run on its internal RTC after initial time synchronization. Wi-Fi is needed for ongoing synchronization, OTA firmware updates, and Web Control Center access.
Warranty & Returns
How long is the warranty?
Direct purchases from elekstube.com include a 12-month limited warranty from the date of delivery against defects in materials and workmanship. Mandatory local consumer rights continue to apply. See the Warranty page for details.
What is your return policy?
You may request a voluntary return or exchange within 30 calendar days of delivery. Change-of-mind items must be unused and in original condition; return shipping and a 15% restocking fee may apply where local law permits. These charges do not apply to accepted damage, defect, or incorrect-item claims. Email support@elekstube.com to start a return or warranty claim.
I bought from a third-party reseller. Am I covered?
Products bought from an authorized reseller are governed by that seller's return and warranty process unless otherwise stated. See Why Buy from EleksTube.com for the benefits of buying from the official store.
Still have questions? Contact our team — we're glad to help.