Frequently Asked Questions
Can’t find what you’re looking for? Our team of lighting experts is available Monday through Friday, 8:00 AM – 5:00 PM EST. Use the categorized forms on our Support Page for the fastest technical response, or call us directly at 407-777-0942.
FAQs
My Account
How do I create an account?
How do I create an account?
Click My Account at the top of the site, enter your email, and select Create Account. Follow the prompts to finish setup. All info is stored securely by Shopify—see our Privacy Policy for details.
How do I edit my account information?
How do I edit my account information?
Log in via My Account and update your name, email, password, or shipping addresses directly.
I forgot my password.
I forgot my password.
Click Forgot your password? on the login page. You’ll receive an email with instructions to reset it.
Shipping & International Orders
How much is shipping?
How much is shipping?
Shipping rates are $15 flat rate and free shipping for all orders of $350 or more.
When will my order ship?
When will my order ship?
Check the product page for availability. Once your order is processed, you’ll receive a confirmation email with tracking information.
Do you ship internationally?
Do you ship internationally?
Yes, to the countries available at checkout. If your country isn’t listed, we cannot ship there at this time.
When will my order ship and what are my shipping charges?
When will my order ship and what are my shipping charges?
Shipping options and costs are displayed during checkout. Orders ship shortly after payment is received.
Returns & Order Issues
What is your return policy?
What is your return policy?
See our Refund Policy for complete return instructions. Refunds are issued once returned items are received and inspected.
How do I return a product?
How do I return a product?
Follow the instructions on our Returns page. Include your order number and follow any packaging instructions to ensure your return is processed quickly.
I received the wrong product.
I received the wrong product.
Contact customer service within 72 hours of receiving your order. We will arrange a replacement or refund.
My order never arrived / an item is missing / parts are missing.
My order never arrived / an item is missing / parts are missing.
Check your tracking information first. If the order shows delivered but items are missing, contact customer service for a replacement or refund.
When will my backorder arrive?
When will my backorder arrive?
Backordered items ship as soon as inventory becomes available. We’ll notify you via email when your backorder has shipped.
Pricing & Billing
Do I have to pay sales tax?
Do I have to pay sales tax?
Sales tax applies only where required by law, based on your shipping address.
When will my credit card be charged?
When will my credit card be charged?
Your card is charged at the time your order is processed for shipment.
I need a copy of my invoice or receipt.
I need a copy of my invoice or receipt.
Log in to My Account to view and print your invoices.
When will my credit appear on my account?
When will my credit appear on my account?
Refunds typically appear within 7–10 business days after we receive returned items.
I have a question about my charges.
I have a question about my charges.
Check your order history in your account. For additional questions, contact customer service.
Order Status
Has my order shipped?
Has my order shipped?
You’ll receive a confirmation email with tracking information once your order has been processed and shipped.
How do I track my order?
How do I track my order?
Use the tracking number in your shipment confirmation email to monitor delivery.
Can I change or cancel my order?
Can I change or cancel my order?
Orders can be modified or canceled before processing begins. Once your order has shipped, it cannot be changed.
Buyer Support
How do I find the right product?
How do I find the right product?
Use our navigation menus or search bar to find products. Contact support if you need help selecting compatible components.
How do I use a coupon?
How do I use a coupon?
Enter your coupon code at checkout in the discount field. The discount will be applied automatically.
