FREQUENTLY ASKED QUESTIONS
Hours of operation: 8:00 am to 5:00 pm EST
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Shipping Information
Overview
ILighting.com provides an outstanding customer care experience while providing affordable, commercial grade products. Shipping costs are calculated at the time of purchase and determined by product weight and quantity. Heavy and bulky items require special attention and must be shipped separately. For these items, a standard rate will be charged. Tracking information is provided via email following shipment of your order.
Will I receive tracking information for my order?
You should have received an email with a tracking number when your order was shipped. You can also log in to your account to view order status, print an invoice, or even reorder! Please make sure to add our domain @iLighting.com to your address book to that emails are not filtered in to your junk or spam folders.
How can I arrange for special freight services such as overnight delivery, air freight, truck line?
Please contact customer care to make these arrangements. Please include your shipping address and the product you would like the freight costs for.
Local Area Pick-up
To better serve our local customers, ILighting.com offers Will Call Customer Pick-up Monday through Friday from 8 am to 3 pm est from our local center located in Sanford, Florida. Will Call orders must be placed in advance with our Customer Care team during normal business hours. Will Call orders should be available for customer pick up on the next business day following order placement. Acceptable payment methods include credit card or on account terms only please. For specific lead time requirements and rush orders, please consult your Customer Care Team.
Express & Overnight
Express and overnight delivery orders placed after 10 am EST will ship the following business day. Express and Overnight orders deliver Monday through Friday; Saturday and Sunday are not considered Service Days for Express and Overnight deliveries. For questions regarding an express or overnight order, please contact customer care. Revisions to an express or overnight order must occur within one-hour of order placement.
P.O. Boxes
Orders shipped via UPS require a physical street address for accurate delivery. UPS is unable to deliver to a PO Box located with the local Post Office. UPS may deliver to a box address located within a storefront mailing service company. Orders shipped to a PO Box ineligible for delivery by UPS may incur additional shipping charges for which the customer may be assessed responsibility.
Alaska & Hawaii
or APO, FPO & DPO
Shipping
For questions regarding shipping outside of the continental United States, contact our Customer care Team. Please be aware all sales are final for orders shipping outside of the continental United States.
Can I use my own UPS or FedEx Account
We strive to negotiate the best rates possible when shipping based on our shipping volume therefore all orders must be processed via our contracted carriers.
International Shipping
Canada
International orders need to be handled by a customer care manager through our sales department. Please contact our sales department with the items, quantities and complete billing/shipping address and we will send a quotation. All phone orders must be placed during standard business hours (8:00-5:00 EST Monday-Friday). There is a minimum of $100.00 (US) for all orders shipped to Canada.
Important Canadian Ordering Information:
Please contact our sales department with the items and quantities you need along with the complete shipping address and we will send a quotation. All orders shipped via either UPS or truck line. Minimum order of $100 required. The customer is responsible for all duties and taxes. Please be aware all sales are final for orders shipping outside of the continental United States.
Disclaimer
There may be shipping delays due to unforeseen and uncontrollable circumstances. ILighting.com cannot be held responsible for conditions beyond our control such as severe weather or carrier service interruptions. Requests for replacement product or credit to your account for merchandise claimed shipped but not received are subject to our investigation. The customer is responsible for all costs related to incorrectly addressed orders.
What is your return policy?
Most items are covered by our 30 day return policy. You can find details on our Returns page.
Do I need to create an account to order?
No, you may simply leave the box on the checkout page unchecked to complete your order as a guest. For an excellent shopping experience we encourage you to take advance of creating an account.
May I checkout as a Guest?
Absolutely, however you may miss out on the opportunity for easy reorder, shipment tracking, customer discounts and many other great features. We are constantly adding to your shopping experience.
Cancellation
A request to modify or cancel an order can be made through our Customer care Team. As part of our efforts to provide outstanding customer care, orders are typically processed shortly after being placed. Please note once an order has reached a certain level in the fulfillment process, it may be too late to modify or cancel the order.
ILighting.com Customer Satisfaction Policy
30-Day Return Policy
ILighting.com strives to provide our customers with an excellent shopping experience. Our products are of high quality, and we want our customers to be satisfied with their purchase. If you are not satisfied with your product, you may request to return the merchandise for a refund within 30 days of the invoice date.
A request for return may be submitted online via the Return Merchandise Authorization (RMA) link or by contacting our Customer Care Team. Please make sure to reference you order number in all correspondence.
All returns must be pre-approved by ILighting.com and accompanied by an RMA form number which will be provided upon approval. All returns must be in the original packaging in as-new condition with the return shipping prepaid. ILighting.com reserves the right to impose a restocking fee on all returns including, but not limited to, unauthorized and/or unusual returns. Shipping costs are not refundable. Special Order items including fixtures are not eligible for return.
ILighting.com enjoys an unsurpassed reputation in the industry of lighting, lighting supplies and lighting services.
Manufacturer's Warranties
Many products offered by ILighting.com provide a manufacturer's warranty! This information is listed on our website within the Specifications section of each product if there is a manufacturer's warranty. After 30 days, the customer is responsible for the shipping cost of warranty replacement(s). Please note a manufacturer's statement of Average Rated Life Hours does not imply a warranty.
ILighting.com Supplemental Warranty
ILighting.com provides a 30-day supplemental warranty for those products not accompanied by a stated factory warranty unless categorized as Special Handling, Special Order, or Non-Stock. The supplemental warranty allows for replacement of the original purchase up to 30 days from the invoice date, subject to a possible restocking fee, and ILighting.com will pay for the shipping costs of the replacement.
Special Handling Non-Warranted Products
Certain product categories carry no manufacturer’s warranty and are excluded from the ILighting.com Supplemental Warranty. These products are generally excluded because they must be adapted, modified, or otherwise manipulated in order to be used as intended. Other products have an extremely short life rating due to design such as stage and studio lamps. Please review carefully the following prior to purchase:
Ballasts
All of the ballasts sold by ILighting.com are first quality products. All ballasts are pre-tested and ready for customer application. Ballasts are rarely defective when they arrive to the end user’s location. Most ballasts reported as defective prove in factory testing to be faulty due to improper installation.
WARNING: Wiring and installation procedures are very complicated and should be attempted by a licensed electrician only. Ballast installation poses serious risks of electric shock which can lead to injury or death.
All of our ballasts have their respective factory warranties stated on our website. ILighting.com will assist its customers with these factory warranties in the following manner:
If a ballast is declared to be defective and is under warranty, the customer should contact Customer care to request a Return Merchandise Authorization (RMA). With the RMA, our customer may be asked to return the declared defective product at the customer’s shipping expense for factory testing. Upon factory confirmation that the ballast is defective, a credit will be issued to our customer for the returned defective ballast plus the shipping cost from the original ballast purchase. If a replacement is needed, it must be ordered and paid for as if it were a new order. (A credit for the defective ballast may take two to four weeks to be declared acceptable under warranty).
Christmas Lighting and Decorations
Christmas products are not eligible for return or exchange unless defective.
Grow Lighting & Hydroponics
Grow Lights and Hydroponic supplies are sold as final sale and are not eligible for return. Please allow Customer Care to assist you in this kind of purchase in order to assure yourself that you are receiving the correct product.
Fixtures
All fixtures are considered Special Order and are not eligible for return. Please allow Customer Care to assist you in this kind of purchase in order to assure yourself that you are receiving the correct product.
Rope Lighting
ILighting.com provides service remedies on spooled rope lighting products such as section replacement and invisible splicing kits at no charge and with no shipping charge for one year from the invoice date.
WARNING: Wiring and installation procedures are very complicated and should be attempted only by a licensed electrician. Rope Light installation poses serious risks of electric shock which can lead to injury or death.
Special Order, Discontinued & Non-Stock Items
Special orders, discontinued, and non-stock items are sold as final sale and are not eligible for return. Please allow Customer Care to assist you in this kind of purchase in order to assure yourself that you are receiving the correct product for your application. Such purchases can incur substantial restocking fees from the vendor or factory.
About Damages
We ship glass to all points on the globe. Our packing procedures are one of the hallmarks of our business. ILighting.com takes great pride in our very low incidence of breakage while in transit. In order for a damage claim to be successful, ILighting.com must be notified of the damage within one week from date of receipt. As the shipper,ILighting.com will file the claim on the customer’s behalf and arrange for a refund or replacement upon assessment of the amount of actual damage. The package must be received and inspected by the customer and not refused under any circumstances.
If replacement is required on product that can only be shipped in case quantities (such as many fluorescent tubes), then a replacement order for a full case must be processed and charged less the amount of the actual damage with no additional shipping charges.
Replacement Limitations
If the total amount of the product for replacement due to damage or defective is less than $25, a refund will be issued to the customer as opposed to replacement(s). Shipping small, single item packages greatly increases the percentage risks for damage during transit. After 30 days, the customer is responsible for the shipping cost of warranty replacement(s).
Refunds
Customer refund credits are typically processed within five to seven business days. Refund credits can be issued only to the card used during the original purchase according to U.S. law. In the event a credit cannot be issued to the original card used for purchase due to lost card, etc., an attempt on our part has to be made at least once and before a store credit voucher is issued the purchaser.
Shipping or Website Errors
If the customer receives product due to our shipping error or incorrect website information, replacements will be shipped at no additional charge to the customer, and a prepaid return shipping label will be provided for the original shipment.
Pricing Errors
In case of a pricing error, iLighting may cancel orders placed at mistakenly displayed prices.
How do I know it's safe to submit my credit card number?
ILighting.com takes our customers' security seriously. Credit card payment is made in a secured area of our website (a key, lock or chain may appear in the browser's status bar to signify a secure area). Personal information is encrypted and credit card numbers are not stored in our system. If preferred, personal information can also be submitted over the phone for order placement with Customer Care at (855) 553-5658 for a small processing fee.
Are your products new or used?
All of our products are in brand new condition. We do not sell used, refurbished, or damaged products
How do I cancel my order?
If you wish to cancel your order, contact the Customer Care team. The order may be cancelled without penalty unless the product has already shipped, reached a certain level in the fulfillment process or the order includes a specialty item. Please include your order number.
What methods of payment does ILighting.com accept?
Visa, MasterCard, Discover, PayPal, and American Express credit cards are accepted. Payment by cashier's check, money order, or personal check are also acceptable providing the order is placed directly with our Customer Care Team. Please note an order paid with a personal check will be held until all funds are available resulting in an order processing delay of up to 3-weeks.
How fast can ILighting.com deliver my order?
Provided all product ordered is in stock, orders typically deliver in 5 to 7 business days. For more immediate delivery needs, please contact Customer Care to confirm product availability and shipping method options. All lead times are estimates and subject to change without notice.
What happens if my order is lost or damaged?
ILighting.com employs professional packers and shipping technicians experienced and trained in the shipment of glass. With all the precautions taken by our staff to ship products securely, it is rare that an order is lost or damaged. In the instance that loss or damage has occurred, our Customer Care Team is available to assist with a resolution.
Will ILighting.com sell my name and address to other companies?
Never! Customer information provided is used solely by ILighting.com to serve our customers in the best and most efficient manner possible. Your security is important to us and we do not sell our mailing list to anyone. For more information, read our privacy policy.
Additional Information
Credit Application
If interested in opening a line of credit with ILighting.com please contact our Customer Care Team.
1. Create customer account.
2. Email customer care with your valid, completed certificate attached requesting exemption.
3. Wait for email from customer care for confirmation your account is ready to purchase.
4. Tax reimbursements may not be issued AFTER order is placed, so please make sure to register first.
ILighting is required by law to collect state taxes on orders shipped to California, Florida and New York. All other states will not be charged sales tax. Appropriate charges will be added to your order total and displayed for your review prior to completing.
Contact Us
Direct Numbers
Customer care and Technical Support: 855-553-5658 or E-Mail
For questions outside of our normal business hours, please use our contact form. Customer care will contact you within 24-hours.
Mailing Address
ILighting.com, PO Box 2083, Sanford, FL 32772