Help Center

• Where can I track my order?

You can track your order with the Shop App, the free iOS and Android app by Shopify.  You can also Contact Us for the tracking information.  

• Can I return an order?

Yes, products purchased online can be returned for any reason within 30 days of purchase for a full refund. See our Refund Policy for more details.

• I just received my new flashlight and it doesn’t turn on.  Is the light defective?

We’ve placed a protective disc on the battery to keep the flashlight from turning on during transit and draining the battery.  Simply unscrew the of the flashlight, remove this white protective disc and screw the cap back on as shown in the diagram here,

Now the flashlight should operate normally. If it still doesn’t turn on, it may just need to be charged. If you are still having issues, please Contact Us.

• How can I get additional Information about your tools?

To get additional information about a particular tool, feel free to reach out to us through our Contact Us page.  We'll be happy to reply and help getting the needed information. 

• How can I get an owner’s manual for my product? 

Owner’s manuals are available on the product page under Documentation.  Contact Us if you are unable to find or download the manual for any reason. 

• How much do you charge for shipping?

Shipping to the US mainland is always FREE.  We will be expanding to ship outside of the US mainland soon and we’ll let you know the rates for this at that time. See our Shipping Policy for more details.

• What is covered under your warranty?

Our Lifetime Craftsmanship Warranty covers manufacturing defects for the life of the product.  See our Warranty Policy for more details. 

• What is your Privacy Policy?

Here’s the link to our Privacy Policy.

• How can I cancel my order? 

An order can be cancelled only if it is done before we've shipped the product.  After shipment, if you still want to cancel or change your order, Contact Us to make the return.

• Does Observer Tools donate to any charities?  If so, which ones? 

We donate 5% of our sales to charity.  This donation comes out of our sales and isn’t added onto the price you pay. Currently, we have chosen to donate to the American Red Cross, UNICEF and Save the Children organizations, all of whom are dedicated to improving the quality of life for so many. If you are purchasing one of our products, you’ll be able to choose whether to split our donation across the three charities or to put it all toward one.  If you have additional questions about this, feel free to Contact Us.

• I just received my new flashlight and it doesn’t turn on.  Is the light defective?

We’ve placed a piece of paper on the battery to keep the flashlight from turning on during transit and draining the battery.  Simply unscrew the of the flashlight, remove the white piece of paper and screw the cap back on.  Now the flashlight should operate normally, but if it still doesn’t turn on, it may just need to be charged.  If you are still having issues, please Contact Us. 

• Where do I find the charging ports for the FL1000?

To access the charging ports, please twist the flashlight head to the right.  You may need to turn the rubber ring to access the ports. 

• How can I tell my flashlight is fully charged?

The flashing green light indicates that the charging is in progress and the solid green light indicates that the flashlight is fully charged.

• The green light indicator on my flashlight does not work. What could cause this?

First, see if there is power to the charger itself.  Second, check to be sure that the flashlight is properly inserted into the charging system.  If the green light does not work, the flashlight and the cord should be returned to us for analysis and repair.  Please Contact Us for more information or to handle your return or exchange, if necessary. 

• How do I use the power bank? 

To charge other devices with flashlight, plug the USB connector of the 3-in-1 charging cable into the flashlight USB port and then plug the other connector (Apple Lighting, micro-USB, USB Type-C) into your device’s charging port.  The solid blue light indicated that the other device is being charged.

• What charging plugs or ports can I use with the USB connector on the charging cord that came with the flashlight?

This is a standard USB connector and can be plugged into a USB charging port that is rated for 1A @ 5V DC or higher.  This includes, but is not limited to, laptops and tablets with USB ports, standard charging plugs with a USB port charging connector.  You can also use your own charging cable if you would like.

• Can I use my flashlight when it is being charged or charging another device? 

The flashlight will operate, but we consider this improper use and is not covered by our Warranty Policy.  Operating the flashlight while charging or while charging another device can cause internal damage to the flashlight. 

• Do I need to condition my lithium ion batteries (drain it completely and then fully recharge it)? 

No, you should avoid doing this.  Repeatedly running the lamp until it extinguishes will drastically shorten the life of the battery.  Lithium Ion batteries work optimally when they are fully charged.  The higher the average charge on the battery, the longer it lasts.  At a minimum, charge every 6 months to keep the battery working normally and to avoid damage. 

• Can I use any type of rechargeable lithium ion battery in Observer Tools Flashlight FL1000?

Only a certified 18650 Lithium Ion battery should be used.  Observer Tools’ products are optimized and the components can be damaged or destroyed by the use of anything other than the recommended battery type.  The use of improper or substandard batteries voids our Warranty Policy and, more important than that, it can be dangerous. 

• I bought two flashlights and the LED beams look like they are different colors when I shine them on a wall.  Is one of the flashlights defective? 

Most likely, both flashlights are working properly.  LED technology produces a wide range of color tints and so there will always be variation between two products.  If you feel like there is still an issue, please Contact Us.

• Why did we choose LEDs instead of a Xenon lamp? 

The choice highly depends on the application that the light will be used for.  Xenon is good for illuminating objects at a distance, while LEDs are better for illuminating closer objects for extended periods of time. 

• Why would I want a flashlight with rechargeable batteries instead of disposable batteries? 

Because rechargeable flashlights using Lithium Ion batteries are well suited for frequent use and they have a much better value over the life of the flashlight.  The upfront cost for Lithium Ion batteries is higher than disposable batteries, but you more than make up for this initial cost by being able to repeatedly recharge the Lithium Ion battery whereas for disposable batteries, you have to keep buying more when they are drained.  If you used your flashlight for 2 hours per month, the flashlight with a rechargeable battery will pay for itself after less than 1 year. 

• Are there any repairs that I can perform myself? 

Only the 18650 Lithium Ion battery is user-serviceable.  All other repairs and modifications are considered improper use and void our Warranty Policy.  If you have an issue with your flashlight, Contact Us and, if it’s covered by our warranty, we’ll ask you to send the damaged flashlight back to us and we’ll send you a new flashlight.  And please Contact Us if you have specific questions about repairs or our warranty conditions. 

• Where do you ship?

We ship anywhere in the US for FREE.  We’ll be expanding our shipping destinations outside of the US soon. 

• When do orders ship out? 

Within 2 business days.  If there are unforeseen delays, we'll let you know immediately.  

• How long are your shipping times?

When shipped in the US, we'll make every attempt to have products delivered to you within 3-5 business days.  If there are unforeseen delays, we'll let you know immediately.  Shipping time is calculated once the order has been fulfilled, not once the order has been placed.

• How much do you charge for shipping?

Shipping in the US is always FREE.  We will be expanding to ship outside of the US soon.

• What if I order multiple products, is shipping still free?

Yes, if you live in the US, shipping is always FREE.  No matter how much you order.  We will be expanding to ship outside of the US soon.

• How do we ship multiple items? 

Observer Tools ships items as they are available. Therefore, you may receive more than one delivery if you purchase several items. Items that will ship separately include items that have different shipping methods and items that are not available on the same day of your order. 

• Can I return a shipment? 

Yes, products purchased online can be returned for any reason within 30 days of purchase for a full refund.  See our Refund Policy for more details.

• What is covered under your warranty?

Our Lifetime Craftsmanship Warranty covers manufacturing defects for the life of the product.  See our Warranty Policy for more details.

• How do I submit a warranty request?

To submit a warranty request, click on Contact Us and explain your warranty request to us.  We’ll ask you to send us a proof of sale (confirmation email would work), images of the product and any additional details about the issue that we may need.  Next, we’ll ask you to ship the product and any accessories back to us.  Once we receive the product and we determine that your issue is approved under our Warranty, we’ll send you your new product.