Frequently Asked Questions
General Questions
What Product do you sell?
SinaPlug specializes in professional LED display components, including LED controllers, video processors, receiving cards, sending cards, multimedia players, power supplies, accessories, and replacement parts from leading brands such as NovaStar, Colorlight, Huidu, Linsn, and more.
Are your products original and new?
Yes, We supply original products from reputable manufacturers and ensure items are inspected before shipment.
Do you provide technical support?
Yes, We can assist with:
– Compatibility questions
– Installation guidance
– Basic configuration support
– Product recommendations
For advanced integrations, we recommend working with a professional installer. You can contact us and have best installers.
Do you test products before shipping?
Whenever possible, products are inspected and tested to ensure functionality prior to dispatch.
Do you handle custom or import duties?
Import duties and taxes are the responsibility of the buyer, depending on destination country regulations.
How can I contact customer support?
You can contact us through our Contact Us page, email, or live chat during business hours.
Where is your warehouse located?
Our primary warehouse is located in Carrollton, Texas, USA allowing us to process and ship orders quickly to customers across the country and internationally.
Do you offer AV equipment repair services?
Yes. We offer professional AV equipment repair services through our Azar Pixel service center. If you have a faulty LED controller, video processor, receiving card, or other compatible AV equipment, you can contact us in azarpixel or bring it to us for evaluation and repair. Please contact us in advance for repair instructions and service availability.
Order & Payment
What payment methods do you accept?
We accept common payment methods:
- Credit card / Debit card
- Klarna
- Apple Pay / Google Pay
- Amazon Pay
Can I cancel or modify an order?
Orders can be modified or canceled before shipment. Once shipped, cancellation may not be possible.
Please contact us as soon as possible for assistance.
Do you offer bulk discounts?
Yes, Volume discounts are available for project-level orders. Discount depends on:
– Quantity
– Product type
– Payment terms
Can I place a backorder?
Yes, backorders are available for out-of-stock items. Estimated restock timelines will be provide when applicable.
What happens if I order the wrong model?
Please contact us immediately. Compatibility is important in LED systems, and we will help you verify before shipping when possible.
How do I know if my order was successful?
You will receive an order confirmation email immediately after completing your purchase.
Where can I track my order?
Once your order ships, you’ll receive an email with tracking information
Shipping
How long does shipping take?
We ship the same business day if your order is placed before 12:00 PM CST, you can choose between different shipping method. We can support next day delivery as well.
Do you offer free shipping?
Free shipping may be available for qualifying orders and selected shipping methods.
Will I receive tracking information?
Yes. Tracking information is emailed once your package has been shipped.
Where do you ship?
We ship throughout USA, Canada, Mexico, Australia & New Zealand, Germany, Netherlands, Belgium, France, Ireland, Austria, Sweden, Denmark, Finland, Switzerland and United Kingdom.
Backorder
What is a backorder?
A backorder means the product is temporarily out of stock but can still be purchased and will be shipped once inventory becomes available.
Will I be notified if my order contains backordered items?
Yes. You’ll receive information about estimated availability and shipment timing.
Will in-stock items ship first?
Yes. Available items may be shipped immediately if you want, while backordered items will be shipped separately once available.
Products
How do I know which controller is compatible with my LED display?
Check the product specifications or contact our technical support team for compatibility recommendations.
Do your products include a warranty?
Warranty coverage varies by manufacturer and product. Please refer to the product page for specific warranty information.
Are user manuals available?
Many products include downloadable manuals or documentation on the product page.
Can you help me choose the right LED controller?
Absolutely. Tell us about your LED screen specifications, and we’ll recommend compatible products.
Do you sell replacement parts?
Yes. We offer a wide range of replacement parts and accessories for LED display systems
Product Compatibility
Are NovaStar and Colorlight products compatible?
No. NovaStar controllers work only with NovaStar receiving cards. Mixing brands will not function due to different communication protocols.
Can I use controllers and receiving cards from different brands together?
No. Your controller, receiving cards, and software should all be from the same manufacturer (e.g., NovaStar, Colorlight, or Huidu). Mixing brands is not supported and may prevent your LED display from working properly.
If you’re unsure which system your display uses, send us your controller or receiving card model (or a photo), and we’ll help you identify the correct compatible product.
How do I know which receiving card I need?
Compatibility depends on:
– Controller model
– LED module type
– Project requirements
If unsure, provide: screen size, pixel pitch and controller model, we will recommend the correct solution.
Can I use third-party power supplied?
We recommend high-quality power supplies to ensure stable performance. Voltage and capacity must match system requirements.
Returns & Warranty
Can I return a product?
Returns are accepted for defective or incorrect items. Conditions may apply:
– Items must be unused
– Original packaging required
– Return authorization may be necessary
What if I receive a damaged item?
Contact support with:
– Order number
– Photos of damage
– Description of issue
We will assist with resolution.
Technical & Installation
Do you provide installation service?
Yes. Our team is available to assist with product selection, compatibility questions, and basic troubleshooting.
How can I tell if my LED processor is working properly?
Before assuming your LED processor is defective, check the following:
Are the Power LED and Status LED lit or blinking?
Can you see the processor in NovaLCT?
Have you uploaded the correct configuration file?
Can you send test patterns to the LED panel?
Have you configured the correct mapping?
Troubleshooting
My system is not displaying correctly. What should I do?
Check: Cable connection, Controller setting, Receiving card compatibility, Power stability. If problem persist, contact technical support.
The screen shows no signal.
Possible causes: Input source not detected, Incorrect control configuration, cable issues. Verify connections and settings before requesting support.
Customer support
How do I contact support?
You can reach us via: Website contact form, Platform messaging system, Email. We aim to respond as quickly as possible.
What information should I provide when contacting support?
Include: Order number, Product details, Description of issue, Photos. This helps us resolve request efficiently.
Technical FAQ
What is the difference between a receiving card and a sending card?
A sending card (or LED Controller) sends processed video data to the LED display. A receiving card in installed inside each LED cabinet/module and receives that data to control the pixels.
How do I choose the right LED controller?
You should consider:
– Total screen resolution (width x height)
– Number of Ethernet output ports required
– Input signal type (HDMI, SDI, DVI, DP)
– whether fiber transmission is needed
– Indoor or outdoor installation
If you’re unsure, contact us with your screen size and pixel patch.
Do your controllers support 4K resolution?
Some models support full 4K depending on total loading capacity and number of output ports. Please check product specifications or contact us with your required resolution.
Do I need backup receiving card?
For professional projects (rental, event, commercial LED walls), it is strongly recommended to keep spare receiving cards to avoid downtime.