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Frequently Asked Questions

Can't find what you're looking for? Contact us with your question at support@starframe.gg

How does sizing work for the lightbox frames and films?

Poster film size:

  • A2: 16.5 × 23.4 in / 42 x 59.2 cm
  • The posters are slightly shorter than international paper measures so that the posters does not stick out on the top of the Lightbox.

Starframe Lightbox Size:

  • A2: 17.1 x 23.6 in / 43.5 x 60 cm
  • Note that the Lightbox is slightly bigger than the international paper measure so that it fits the posters perfectly.

How do I update my billing address?

Our support team can’t update your billing information once an order has been placed. We recommend canceling your order and placing another one with the correct billing address. To cancel your order, contact us with your 4-5 digit order number.

How can I update my shipping address?

Contact us with your 4-5 digit order number and your new shipping address. As long as your order has not been shipped, we can update the shipping address for you.

I haven’t received a tracking number for my order. How do I check my order status?

Once your order has shipped, tracking information will be sent to the email address provided during checkout. If you're unsure about the shipping date, please check the Pre-Order Status or product pages for estimates on shipping dates.

What can I do if my order arrives defective or damaged?

Please refer to our Refund Policy page for instructions and procedures.

My LED remote controls don’t work. Can you send another one?

Make sure a CR2025 battery is correctly placed inside of your remote and check your strip’s connecting wires. If troubleshooting doesn’t work, please contact Starframe Support for further assistance.

My Starframe’s screen is flickering. Is it defective?

Your Starframe screen should not flicker. Make sure the Starframe Lightbox is properly plugged in. If it is, try turning it off and unplugging it, then plug it back in. If it still flickers, please refer to our Refund Policy page for instructions and procedures.

How can I store and move my Starframe Lightbox and films safely?

Our Starframe Lightbox is very thin and lightweight. It can be safely stored in a closet, but make sure to cover it with plastic or a thin film so the main screen does not get scratched. If you're on the move, consider keeping the shipping box, as it will help protect your Starframe Lightbox.

Our posters are UV-printed on PVC film, which makes them durable and flexible. They can be stored flat or rolled up. You can place your rolled-up poster directly in the Lightbox, or place it under something flat and heavy to restore its flatness. Even though they are difficult to bend, please make sure to store them properly, as prolonged exposure to bending or scratches can damage your poster.

What’s the safest way to clean my Starframe?

To clean the Starframe Lightbox, use a glass cleaning product and a microfiber cloth. Do not spray the product directly onto the Lightbox. Before placing any poster films in the box, wipe off any dust with a clean, dry cloth. This helps prevent dust from getting inside the Lightbox.



I want to use a different hanging method for my Starframe. What is recommended?

Make sure to visit our User Guide Page, where we provide recommendations for each type of wall. If you're still unsure, visit your local hardware store for assistance.

Can my Starframe be rigged to pair with my app? How do I do this?

The Starframe Lightbox Manual includes access to an app that allows you to customize the Lightbox’s lighting features. The app, called LotusLamp X, lets you connect and control multiple Lightboxes via Bluetooth.

You can find our Instructions Manual on our User Guide Page,

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