Frequently asked questions
What area is your question from?
Orders and Shipping
Do you stock everything I see on the e-shop?
Everything you see on our e-shop marked as “In stock“ is actually available for end-customer collection in Prague on the same day. If the goods are not in stock and have already been ordered from the supplier, we display information on the e-shop that it is “On its way”. The approximate stocking date can then be seen in the product details. For some items, the information "On inquiry" appears, which means that the goods have not yet been ordered from the supplier and we do not yet know the exact date of stocking. As “Unavailable” we indicate goods that are no longer produced and are not even in stock by the manufacturer.
When will my flashlight arrive if I order it now?
As soon as you place your order, you will see the expected delivery date of the shipment in your basket. The goods will arrive within 3-10 working days depending on your location. If you manage to order before individual carriers pick up the prepared shipments on a specific day, we are able to ship on the day of the order, even during Christmas shopping, when the number of orders skyrockets. If you order a bit later, we ship immediately the next working day. You can then follow the path of your order on the tracking system, which we will send you along with an email informing you about the dispatch of the shipment.
Can you pay by card at the store?
Yes, it is possible to pay by card via the terminal at the store.
I have placed an order for a long time, but the goods still haven't arrived. What should we do?
First, make sure that you actually managed to complete the order. It can happen that an online payment doesn't go through or the Wi-Fi goes out at the most inopportune moment. If you received a confirmation of order acceptance from us in your e-mail, then everything is in order. Didn't find it? Also check your spam folder to be sure. If you ordered goods that were not in stock (which is displayed on our e-shop), then of course you have to wait until we stock them. If you don't want to wait any longer, you can simply change the order to another product with similar parameters that is in stock. In this case, just contact us.
If you also received a notification from us about sending the order and the package still hasn't arrived, check the tracking of the shipment, which is part of this email. In it, you will see how the shipment is on its way to you. If there is any confusion about it, first call the customer lines of the individual carriers, which you can find on their websites.
Complaints and service
If you have a question regarding the malfunction of the flashlight or its unusual behavior, first consult our Small service advisor. You will most likely get the information you are looking for here.
What is the serial number of the lamp?
Since September 2008, all lamps are equipped with a specific serial number (for example 1LS5VM00323). The serial number is engraved on the lamp and stuck on the box. According to this number, each particular Fenix flashlight can be easily traced.
I need to claim the lamp and I no longer have the receipt. What should I do?
Nothing too terrible is happening. If you bought the lamp from us, we will find you in the system by name or email address. If you bought it, for example, from one of our business partners, we will use a specific production number to track it down. All you have to do is contact us.
I received a Fenix flashlight as a gift, how should I proceed with a claim?
That is fine. Send us a description of the defect and the specific production number of the lamp to the email. We will find it in the system.
What about the warranty on torches and headlamps? So is it 2 years or 5 years?
You can get a clear idea of the warranty duration for specific lamps in the article Fenix warranty conditions. The conditions of the post-warranty service are also precisely defined here.
What is the battery life? I have to buy a new one for my mobile after about 2 years, is it the same with flashlights?
Accumulators in flashlights normally last 5 years or more. First of all, batteries age due to charging cycles. You charge your phone almost every day, but you don't charge flashlights or headlamps, which you usually use at shorter intervals and during the season, not nearly as often. So you manage charging cycles better. Fenix uses high-quality industrial cells for its flashlights, to which it subsequently adds protective or charging electronics and gives them a two-year warranty. However, batteries can serve you for many years. If you give them the necessary care, their lifespan can be extended even further and aging can be slowed down. E.g. if you know you won't be using the flashlight for a long time, store the batteries charged to level 30 – 50%. During this inactive period, also keep the accumulators in a cool place (the manufacturer indicates an optimal temperature range of 0 – 25 °C). Of course, the flashlight will also heat up to a higher temperature during lighting, but the point is that its battery is not exposed to higher temperatures for a long time. For example, the fact that the flashlight, even with a charged cell, is lying in direct sunlight in a hot car. The battery will reward you for your care by observing only a very slight decrease in its total capacity after two years.
So why is there only a 2-year warranty on batteries?
In essence, it is a consumable material. You also have a two-year warranty on your clothes, but they can last much longer. It is true that if you take care of the battery, you can use it for many years, but its service life is conditioned by several factors, such as the already mentioned number of used charging cycles, the method of use and also the temperature for its storage. Of course, in the case of Fenix's huge production, from time to time there may be a defective piece, which makes it go away earlier than the stated two years. If you encounter it, don't hesitate to contact us, we will measure it and solve your problem.
I have a flashlight with a built-in battery. Does this mean that if the battery dies, the flashlight will never work again?
No need to worry. The built-in batteries can be replaced. However, it cannot be done at home, you need to send the flashlight to us for service. If you bought it from our e-shop or from one of our partners, we will exchange it without any problems. The only condition is that the spare battery is still available from the manufacturer.
I lost/broke part of the flashlight, but otherwise it works. Can you get spare parts? I don't see them in the e-shop.
If you break or lose a part of the flashlight that either does not directly affect its function (e.g. the remote switch or the skid that you attach the flashlight to the holder for bicycle lights, the pocket clip for flashlights, etc.) or that can be easily unscrewed and replaced (typically the end of the flashlight or the headlight holder), go through first the accessories / spare parts category on our website. If you can't find the part you want there, send us an email. If possible, we will be happy to help you solve your problem.
Technical
The flashlight heats up during operation, is this normal?
During the operation of high-performance LEDs, heat is generated, which is distributed to the entire surface of the lamp due to their cooling. With a higher power setting, the lamp heats up more. At high ambient temperatures and the highest power setting, the lamp may heat up noticeably. The most powerful models are therefore also equipped with protection against overheating, which automatically reduces power after reaching a certain temperature. If the torch is too hot to touch, you can of course switch the power to a lower level yourself. When moving in normal night temperatures, the lamps can usually be operated at maximum power without restrictions.
You write that the lamp lasts 88 hours and I can see at 405 meters. Does that mean it will work like this all the time?
For each flashlight, the maximum duration is always indicated, that is, the time for which the flashlight is able to shine in the lowest mode. Similarly, the maximum afterglow is indicated, which, on the other hand, is indicated in the highest mode. So it cannot be understood that it would be able to shine up to a distance of 405 meters after a full 88 hours.
How are the durations of individual modes calculated? I measured the times with my flashlight and it didn't match the data in the table on the box.
Just as with other parameters, Fenix also uses the globally most recognized American ANSI FL 1-2009 standard to determine the shelf life. This defines the endurance time as the time in which the light output drops to 10% of the initial value (measured 30 seconds after switching on). So if the endurance is measured in the 1000 lumen mode, the stopwatch runs until the output drops to 100 lumens. This may include switching to the second and sometimes third mode or a gradual decrease in power. This system of counting is ordered by the standard. However, to make it easier for you, for some products you will find indicative performance graphs in individual modes provided by the manufacturer.
How is it possible that two Fenix headlamps (HM65R and HM61R Amber), which have practically the same power and the same battery, show such a big difference in endurance in the mode of 400 lumens? You state that the HM61R Amber glows in it for 4 hours, while the HM65R glows for a full 22 hours.
The main reason for this difference lies in different performance regulation of both headlamps. While the HM65R manufacturer used electronics with a battery life extension function, the HM61R Amber built in constant regulation performance.
The endurance extension function of HM65R gradually reduces the output in small steps to extend the lighting time. In mode of 400 lumens, this means that within 2 hours it will gradually decrease to about 70 lumens, which it can hold for more than 20 hours. It is the small steps during the reduction that will allow the eyesight to subjectively get used to the light level, so that the feeling of dimming is not so dramatic. This reduction then occurs after switching modes, or turning the headlamp off and on again resets it and always starts from the beginning.
Fenix HM61R Amber uses electronics with constant power regulation, which is a traditional feature of the vast majority of Fenix flashlights and headlamps. The 400 lumen mode therefore lights up constantly until the battery is used up (approx. 4 hours). After that, the headlamp does not turn off, but automatically switches to a level lower in sufficient time.
For a better understanding, we also attach a graph with performance trends. You can also see the operation of another powerful headlamp Fenix HL60R.
Power regulation for Fenix HM65R, HM61R Amber and HL60R headlamps at 400 lumens
Due to the L design, the reflector of the Fenix HM61R Amber headlamp is slightly offset to the right. Does it have any effect on the light cone of the headlamp? Does the cone of light also fall to the side or does it stay in the center of the field of vision?
This “extraction“ it has no effect on the headlamp during real outdoor use. The cone evenly illuminates the space in front of its owner. It could only be visible if you aimed the spotlight at the object from a few centimeters away.
The operating time at maximum power is shorter when using alkaline batteries than when using rechargeable batteries. Is it okay?
Yes, it is fine. Alkaline batteries have a high internal resistance, so theywith high current consumption, the capacity drops rapidly. Rechargeable NiMH batteries, li-ion batteries and disposable lithium they don't have this problem, so you can get a longer run time with them when setting the torch to high power. When using low power modes or intermittent use, run time is comparable across all battery types. The exact type of batteries used for endurance measurement is always indicated in the detailed description of lamps, headlamps, or lanterns on our website.
When I buy a rechargeable flashlight, is the charger included?
If it is a rechargeable flashlights (the charging connector is therefore directly in the body of the flashlight), the manufacturer includes both a battery and usually a charging cable with the appropriate connectors in the package. Older flashlights have a micro-USB connector, so you can also use a regular phone charger to charge them. Newer flashlights already have a USB-C connector, which is used on new mobile phones. A network adapter is not included in the package. However, you can simply purchase it from us. Some non-rechargeable flashlights are equipped by the manufacturer with a Li-ion battery with a built-in USB connector for charging, in this case the charging cable is not included in the package.