Frequently asked questions
We are delighted to serve you. If you have any questions or feedback, please reach out to us at any time at email@example.com and we will be happy to help you!
What are the accepted methods of payment?
We accept all major credit credits such as Visa, MasterCard, American Express, and Discover. We also accept PayPal, ApplyPay, GooglePay, ShopPay and MOD Lighting issued gift cards. AfterPay and Sezzle are both available, so you have the option to shop now and pay later.
It is safe to provide my credit card and personal information online?
It is absolutely safe to use your credit card on our website. All sensitive information is transferred using the same encryption and physical security used by financial institutions.
Can I place the order over the phone?
Yes, of course! Our phone support team can assist you with placing an order over the phone. Their hours of operations are from Monday to Friday, from 9 am – 5 pm EST. Alternatively, you can also send us an email if you want us to send you an invoice via email, and our email support team can help send a custom invoice.
Can I cancel or change my order?
If you need to make any changes to your order, please email firstname.lastname@example.org within 12 hours of making your purchase with the subject line of this email must-read 'CHANGE OF ORDER' and our team will get back to you shortly. Please note that if you wish to cancel your order after it has already been processed, a cancellation fee might apply.
How long is your processing time?
We process orders between Monday and Friday. All orders will be processed within 2-7 business days after the date that the order was placed and shipped out in the next 1-3 business days. Please reach out to us if you don't receive a shipping confirmation within 10 business days after placing your order.
How long is your shipping time?
You can expect your package to arrive in 5-30 business days depending on the shipping method, product(s), and your location. For more details regarding the shipping time, please refer to our Shipping Policy.
Express Shipping: 5-10 Business Days
Standard Shipping: 15-30 Business Days.
Can I get my order faster?
Yes, you can! Please select priority processing and express shipping to get your order(s) processed and shipped faster! Additional costs will apply.
What is your return policy?
We have a 6-month return policy, which means you have 180 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition in which it was received. The item must be unused, and it should include all items that were in the original package. All items must be returned in its original packaging. You’ll also need the receipt or proof of purchase.
Items returned within 90 days will be eligible for a refund back to the original method of payment and items returned after 90 days (but within 180 days) will be eligible for a refund in store credit (with no expiry date).
Can I exchange an item?
We do not accept exchanges unless they are damaged/broken, if there are damages to the fixtures, please reach out to us within 30 days and we will help replace any damaged parts or the fixture based on the situation. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Note that return shipping costs will not be covered.
Can I return a customized fixture?
Unfortunately, we cannot accept returns on customized orders as they are tailor made to the customer’s specific needs/preferences. If you are not satisfied with your order, please reach out to us via email and we will try our best to help!
Where can I find dimensions and specifications?
All dimensions and specifications information are listed on each product page under the dropdown menu. If you have any questions, please reach out to our team via email, phone, live chat or contact us here.
How do I customize my order?
Please email us at email@example.com and inquire about your customization request. Our customer care team can advise if the customization is possible, and any costs associated with the customization (if applicable). Once confirmed, you can place the order and send us an email with the order ID to confirm the final customization request. Things that we can usually customize include color of the fixture, hanging lengths, size/number of lights, light color, dimmable options and more.
Can I purchase additional warranty on the fixture?
Yes! Each fixture comes with its own warranty (1-3 years), an extended 5-year warranty is available for purchase.
Can I purchase parts or replacement bulbs from you?
Yes, you can! We offer replacement parts or bulbs to our customers. Just reach out to us here.
Our customer care team is here to enhance your shopping experience!
Email us: firstname.lastname@example.org
We respond to all emails within 24-48 hrs.
Chat with us: using our Live Chat
Available Monday to Friday 9 am - 5 pm EST.
We respond to all inquires within 24-48 hrs.