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Frequently Asked Questions
Welcome to the AHS Lebanon support center. Below are answers to the most common questions about our smart home products, ordering, shipping, returns, and technical support. If you can’t find what you’re looking for, reach out via WhatsApp at +961 81 009 594 or email info@ahslebanon.com.
🛒 Shopping & Ordering
Q: How do I place an order on AHS Lebanon? Browse our shop, select your products, add them to cart, and proceed to checkout. You can checkout as a guest or create an account for faster future purchases and order tracking.
Q: Do I need an account to buy from AHS? No. You can checkout as a guest, but creating an account lets you track orders, save addresses, build a wishlist, and access faster checkout.
Q: Can I modify or cancel my order after placing it? Yes, if the order has not yet been dispatched. Contact us within 1 hour of ordering via WhatsApp at +961 81 009 594 for the fastest response. Once dispatched, the order cannot be modified.
Q: Are all products on the website in stock? Products marked “Out of Stock” are temporarily unavailable. All other products are in stock and ready for same-day dispatch. Stock levels update in real time.
🚚 Shipping & Delivery
Q: How much does shipping cost?
- Beirut & Mount Lebanon: $4 flat rate
- North, South, Bekaa & Nabatieh: $5 flat rate
- Orders over $500: Free shipping across Lebanon
Q: How fast will I receive my order?
- Beirut & Mount Lebanon: Same-day delivery
- Other regions: 1–3 business days All orders placed before our daily cutoff are dispatched the same day.
Q: Can I pick up my order in person? Yes. Select Local Pickup at checkout. Wait for our confirmation message before arriving at our technical center.
Q: Do you ship outside Lebanon? Currently, we deliver only within Lebanon. For bulk or commercial inquiries outside Lebanon, contact us directly.
Q: How can I track my order? Once dispatched, you’ll receive a confirmation via WhatsApp or SMS with your tracking details. You can also view order status by logging into your account at My Account.
🔧 Product Compatibility & Installation
Q: Will this product work with my existing smart home system? Most of our products support major ecosystems including Alexa, Google Home, eWeLink, Tuya Smart, and Apple HomeKit (where specified). For specific compatibility questions, contact our technical expert Walid via WhatsApp before purchasing.
Q: Do I need a hub to use SONOFF or Zigbee devices?
- Wi-Fi devices: No hub needed—connect directly to your router
- Zigbee devices: Require a Zigbee hub (we recommend the SONOFF iHost or compatible Zigbee gateway)
- Matter devices: Work with any Matter-compatible smart home platform
Q: Can I install the products myself? Most plug-and-play products (cameras, smart bulbs, sensors, plugs) can be installed by anyone. Hardwired products (smart switches, circuit breakers, wall switches) require a licensed electrician. We strongly advise against DIY installation of high-voltage devices.
Q: Do you offer installation services? We can connect you with trusted technicians in your area. Contact us for installation referrals.
Q: What’s the difference between Wi-Fi, Zigbee, and Matter?
- Wi-Fi: Direct internet connection, no hub needed, higher power draw
- Zigbee: Low-power mesh network, requires a hub, more reliable for large setups
- Matter: New universal standard, works across all major ecosystems
Q: My device isn’t connecting. What should I do? Check your router settings, ensure your phone is on the same 2.4GHz Wi-Fi network during setup, and follow the brand-specific app instructions (eWeLink, Tuya Smart, Mi Home). For live troubleshooting, reach out to Walid on WhatsApp.
💳 Payment
Q: What payment methods do you accept? We accept the following payment methods:
- Cash on Delivery (COD) — pay in cash when your order arrives
- Whish Money — Lebanese mobile payment transfer
- OMT — money transfer at any OMT branch across Lebanon
- Other local payment methods — available on request
Currently, we do not process credit card payments online. All payments are handled through trusted local channels or upon delivery.
Q: How does Cash on Delivery work? When you place an order, select Cash on Delivery at checkout. Our courier will collect payment in cash when delivering your order. Please have the exact amount ready.
Q: How do I pay using Whish Money or OMT? After placing your order, you’ll receive payment instructions via WhatsApp with our Whish or OMT account details. Send a screenshot of your transfer to confirm the payment, and we’ll dispatch your order immediately.
Q: Are prices in USD or LBP? All prices are listed in USD. You can pay in USD cash, or the equivalent in LBP at the current exchange rate (confirmed at the time of payment).
Q: When do I need to pay?
- Cash on Delivery: Pay upon receiving your order
- Whish / OMT / Local transfers: Pay before dispatch (order ships once payment is confirmed)
↩️ Returns, Refunds & Warranty
Q: What is your return policy? We operate a 14-day “Problem-Only” return window. Returns are accepted only for technically defective or non-functional products. Change-of-mind returns and post-installation compatibility issues are not eligible.
Q: How do I return a defective product?
- Contact us within 14 days at info@ahslebanon.com or +961 81 009 594
- Bring the product to our technical center in original packaging with proof of purchase
- Our engineers inspect the unit
- Approved claims receive a replacement or full refund within 7 business days
Q: Do products have a warranty? Yes. Warranty coverage varies by brand and product. Specific warranty details are listed on each product page or available on request.
Q: Who pays for return shipping? The customer is responsible for return shipping costs unless the product is verified defective by our technical team.
Q: What items cannot be returned?
- Gift cards
- Downloadable software or configuration licenses
- Products damaged by installation errors or electrical misuse
👤 Account & Support
Q: How do I create an account? Click Register at the top of any page and fill in your details.
Q: I forgot my password. How do I reset it? Go to the Login page and click “Lost your password?”. You’ll receive a reset link via email.
Q: How do I contact AHS support?
- WhatsApp (fastest): +961 81 009 594
- Email: info@ahslebanon.com
- Phone: +961 81 009 594 (24/7)
- Social: Facebook | Instagram | TikTok
Q: What are your support hours? Our team is available 24/7 via WhatsApp for urgent technical questions. Replies typically within minutes during business hours.
Still have questions? Chat with our technical expert Walid via WhatsApp for immediate assistance with compatibility, installation, or product selection.
