Frequently Asked Questions

Welcome to our FAQ page, where you can find answers to the most commonly asked 
questions about our company, products/services, policies, and more

General Questions

Products/Services Questions

Account Questions

Technical Questions

Contact Questions

Refund & Return Questions
How-to Tutorials

1. Pre-sale Questions

Q: “Do you offer any special pricing for bulk orders?”
Yes, we have separate discounts for bulk purchases. Discounts will be given for purchases of more than 5 machines and more than 15 accessories or consumables of the same model. Please contact our customer service for specific discount gradients.
Q: “How does this product compare to similar products on the market?”
Our brand offers a unique appeal in the realm of carving machines. We stand out by providing machines at various price points, catering to beginners and enthusiasts alike. With a range of products spanning multiple price ranges, customers can choose according to their needs.
Q: “What payment methods do you accept?”
We accept a variety of payment methods including credit cards, shop pay, PayPal and more. You can choose the payment method that works best for you at checkout.

2. Device Questions

Q: “What will happen when the device loses power during operation?”
When the device loses power while performing an engraving task, the laser head stays in place. When the device is powered on again, it initializes and does not continue to perform the original task.
Q: “Why is the engraved pattern so different from the original drawing?”
(e.g., straight lines are not straight, crooked)? Please check whether the screws of the device have been tightened, and whether the belt is properly loosened. Judgment method:
1. When the laser module is under the action of gravity, it can be exactly perpendicular to the desktop of the X-axis profile slowly gliding;.
2. when any of the pulleys in the laser head assembly have no empty sliding;
3. the tightness of the belt.
4. the belt is properly elasticized; otherwise, please adjust the belt elasticity manually.
Q: “How do I focus the unit?”
Place the multi-stage focusing bar between the laser module and the processed material, follow the laser engraving on the surface of the focusing bar to make the bottom of the laser module's eyecup contact with the corresponding position of the multi-stage focusing bar, and then finally use the hand screw on the right side to lock it.
Q: “What should I do if the buzzer emits a sharp alarm sound?”
1. During the working process, if the device overturns or moves, the device will turn off the laser, the motor stops moving, the indicator light blinks, and the buzzer emits a sharp alarm sound at the same time. Please check the status of the device, clear the abnormality and press the button to restart.
2. Destruction of the confined space during the working process of the device will also generate an alarm sound and stop working. After restoring the confined space, please press the button to restart.
Q: “When the device is working, the beeper suddenly emits a "drop" sound and then stops working, how to deal with it?”
When the laser module exceeds the working range of the device, the limit switch of the device will be triggered and the buzzer will alarm and stop working. At this time, you need to adjust the laser module position and check the graphic size.
Q: “How does the tightness of the synchronous belt of the equipment affect the engraving or cutting effect?”
The engraved image will be distorted with obvious misalignment: e.g. a square circle becomes an ellipse.

1. Engraving and Cutting Questions

Q: “What materials can be engraved or cut by laser engraving machine?”
Engraving: cardboard, wood, bamboo, rubber sheet, leather, fabric, acrylic, lacquered metal, plastic and so on;
Cutting: cardboard, wood panels, bamboo panels, cloth, leather, fabric, acrylic (can not cut transparent acrylic), plastics, etc.
Q: “Can you engrave on curved materials?”
Yes, but the curvature of the material as well as the area of the engraved image is not easy to be too big, otherwise there will be slight deformation.
Q: “Can I engrave on reflective/transparent materials such as ceramic/glass?”
Yes, but you need to coat the surface of the material with anti-reflective material before engraving to ensure the engraving effect and prevent the reflected light from damaging the laser module.
Q: “Why is there a big difference in the processing effect of the same material with different colors using the same G-code file?”
Different color materials will have different optical properties, the absorption and reflection of laser energy are different. It is recommended to set different power and speed in the software when engraving the same material with different colors.
Q: “There is a lot of soot on the material after cutting. How to deal with it?”
Please reduce the laser power appropriately, speed up the speed and use the air-assisted kit.
Q: “Why the cutting does not penetrate the material?”
A. Make sure the equipment and engraving material are parallel to the working table;
B. Make sure the protective lens of the laser module is clean;
C. Ensure that the unit is properly focused as described in the Quick Start Guide;
D. Reconfirm the material thickness and refer to the recommended parameters in the supplied literature for settings;
E. Gradually increase the number of cuts or reduce the cutting speed appropriately;
Q: “How should I use the air assist?”
It is recommended to turn on a weak air flow when engraving and a larger air flow when cutting (the effect depends on the specific material).
The main role of air-assisted equipment:
A. Effectively blow away the smoke and dust generated during the cutting process, protect the laser module lens, and ensure the stability of laser energy;
B. Rapidly reduce the surface temperature of the cutting material, blow away the high temperature soot, keep the material surface clean, make the cutting edge more flat and delicate.

2. Software Questions

Q: “What software does the CR-Laser Falcon laser engraver support?”
LaserGRBL (free) - real time
LightBurn (paid) - real-time/offline 30-day trial period
Real-time engraving note that the computer does not lag, can not enter standby mode (do not lock the screen), so as not to affect the engraving.
Q: “From where can I download those software?”
LaserGRBL（https://lasergrbl.com/download/）
LightBurn（https://lightburnsoftware.com/pages/trial-version-try-before-you-buy）
Q: “What image formats does the software support?”
LaserGRBL（bmp/png/jpg/gif/svg）
LightBurn（bmp/png/jpg/jpeg/gif/tif/tiff/tga/ai/pdf/sc/dxf/hpgl/plt/rd/svg）
Q: “Where can I get software related tutorials?”
LaserGRBL（https://lasergrbl.com/usage/）
LightBurn（https://lightburnsoftware.github.io/NewDocs/）
Q: “What should I do if I can't recognize the COM port of my engraving machine in WIN7 system?”
Unzip the Drivers for Win7 in the package, and enter the device manager to install it manually.
Q: “What should I do if the software is not responding or not connecting when engraving online?”
A. Make sure the data cable has a communication function and that the end of the cable connected to the computer has a USB-A port. If the computer does not have a USB-A port, you will need to use an A to C adapter to convert it, or use a hub with a USB-A port.
B. Ensure that the Creality Falcon2.lbdev file has been successfully imported according to the LightBurn software tutorial on the TF card.
C. Make sure the COM port of the engraver is not occupied.
D. If you still can't connect, please record a small video of the connection operation, and feedback the relevant system information and software version number, so that you can troubleshoot the problem more quickly.

1. Account registration, sign in, password & linked accounts

Resetting Your Password
If you have forgotten your password, click the "Forgot password?" link on the Sign In screen. Enter your email address, and we will send you a link to reset your password.
Changing Your Login Email Address or Password
You can change your account email address and password on the Account Information page. All your email subscriptions and order confirmations will be sent to your new email address.
Viewing Your Linked Accounts
If you’ve linked your Beauty Insider and Kohl’s accounts on kohls.com you will be able to see your linked account status on the Account Information page. You can also unlink your Kohl’s account by clicking Unlink.

Download FAQs

Q: Which firmware version should I download for my CrealityFalcon engraver?
Please download the latest firmware version available on the CrealityFalcon support page to ensure compatibility and access to the latest features and improvements.
Q: How do I update the firmware on my CrealityFalcon engraver?
Follow the step-by-step instructions provided in the firmware download package or user manual to safely update your CrealityFalcon printer's firmware.
Q: Can I revert to a previous firmware version if needed?
Yes, previous firmware versions are usually available for download on our support page. Ensure compatibility with your specific printer model before proceeding with the downgrade.
Q: Is it necessary to update the firmware regularly?
Regular firmware updates can enhance printer performance, introduce new features, and address potential issues. We recommend checking for updates periodically to optimize your printing experience.
Q: What should I do if I encounter issues after updating the firmware?
If you experience any issues after updating the firmware, please ensure you followed the update instructions correctly. You can also check our troubleshooting guides or contact CrealityFalcon support for assistance. Email to: support@crealityfalcon.com
Q: Do I need special software to update the firmware?
Typically, firmware updates can be performed using a USB drive or through the printer's control interface. Specific instructions and necessary software tools, if any, will be included in the firmware download package or user manual.

Call us

+001 626 239 3346
Mail to: support@crealityfalcon.com

MON-FRI: 9am to 6pm PT 

Chat with us

Click on the orange button chat now in the bottom left corner of the page. 

Refund & Return Policy

Q: How to get after-sales service？
It’s ensured by Creality Falcon that under normal use, the Creality Falcon products you purchase will be free from defects in material and workmanship during the warranty period.

During the warranty period, if the product cannot achieve the guaranteed function, please contact the after-sales service channel of Creality Falcon to obtain the corresponding after-sales service.

After-sales service channel information:
Mail: support@crealityfalcon.com
Let us know what we can do for you by emailing us your order ID, breakdown information and pictures or videos 
Solutions Provided by Creality Falcon
When contacting CrealityFalcon technical support, please provide detailed product information, purchase details, a fault description, and pictures/videos of the issue.

Our engineers will assist via phone, email, or remote support.

For returns, exchanges, or warranty services:
If the issue is not due to the engraver, customers bear transportation costs, including potential taxes for returns to China.
If a package is refused or returned for personal reasons (in original condition), the customer covers shipping and return fees.

Refunds are processed within 15 business days after the fulfillment center receives the return, with 3–5 days for the amount to reflect in your account.

Warranty services are provided per the product’s specified coverage.
You can apply for a return if you meet the following conditions:
√ Within 14 natural days after the customer receives the goods, the product packaging, accessories, gifts, and instructions are complete, and there is no artificial damage, and it has not been activated for use, which does not affect the secondary sales;
√ Within 14 natural days after the customer receives the goods, it is found that the product has a performance failure that is not artificially damaged.
An exchange may be requested if one of the following conditions is met:
√ The customer finds that the product has been damaged during transportation within 30 natural days after receiving the goods and can provide the certificate of damage to the goods provided by the transportation company;
√ The customer finds that the product is seriously inconsistent with the original product description in one or more important aspects within 30 natural days after receiving the goods;
√ Within 30 natural days after the customer receives the goods, it is found that the product has a performance failure that is not artificially damaged.
Q: Will the shipping cost be deducted from my refund?
If there is a shipping cost incurred at the time of purchase, the shipping cost incurred at the time of purchase will be deducted from the refund, if there is no shipping cost incurred at the time of purchase, a full refund will be made.

How-to Tutorials

Q: How do I set up my laser engraver for the first time?
Follow our product user's manual step-by-step setup tutorial to assemble, connect, and configure your laser engraver.
Q: What are the recommended settings for different materials?
Check our tutorials for material-specific power, speed, and focus adjustments.

Q: How do I create custom designs for engraving?
Use our design software tutorials to import, edit, and prepare files for engraving.
Q: How do I optimize engraving speed and efficiency?
Explore tips in our tutorials to adjust machine settings for faster, high-quality results.
Q: How do I update the firmware or software of my engraver?
Follow our guide for downloading and installing the latest firmware or software updates.