We have simplified our terms and conditions by describing most of them as frequently asked questions:
Q: Can I get a replacement for my broken/defective item?
Q: How much does shipping cost?
We offer free shipping on all orders over $100 within the 48 contiguous United States. For orders under $100, we offer a flat-rate shipping price of $9.95 within the 48 contiguous United States. Other methods such as UPS Ground, Next Day, 2nd Day, 3 Day Select and Express Saver are available on the shopping cart page at checkout, and the price is calculated based on weight and distance.
Q: What is the best way to contact Lights.com?
The most efficient way to communicate with us is via our support ticket sytem or by telephone at 866.490.9358. We usually respond to support tickets within 24 hours. Please allow more time on weekends and holidays. For returns, exchanges and replacements, customers must go through our RMA system before returning anything. Please click here to log into your order history and create your return request. If your order requires special attention, email us your phone number and best way to contact you.
Q: What if I need to change the delivery address of an order?
You can change the address before an order ships by creating a support ticket. However, please be advised that once an order ships and is in the possession of UPS, we are required to charge $14 to change the shipping address. This fee is assessed by UPS and we have no way of waiving this fee. The delivery address of orders shipped via USPS cannot be changed once in transit.
Q: Do you offer Free shipping?
Yes, we offer free ground shipping within the 48 contiguous United States on all orders over $100. Please note that we do not refund shipping fees for returns. If you received a defective product, we will ship a replacement. If an order received free shipping and a return is requested, a shipping fee of $9.95 or 10% of the order amount (whichever is greater) will be deducted from the refund.
Q: Do you ship internationally?
At this time we only ship to Canada. Please contact us for information regarding bulk international shipments and wire transfer. We offer international shipment with Postal Service and UPS. Shipping cost is based on weight and location. At checkout, you will have different options with shipping prices. All orders shipping outside of the 48 contiguous United States will have the option of using Postal Service or UPS. Many times, only one carrier is displayed for shipping to Canada. Please contact us by support ticket for more options.
Q: Do you charge sales tax?
Yes, we charge Sales Tax on orders going to New York. The tax rate is based on the shipping zip code.
Q: Do you offer bulk discounts?
Yes, we absolutely offer bulk discounts. Please contact us by support ticket or call our Sales Department at 866.490.9358 and choose 1 for Sales.
Q: Do you have low price guarantee?
Absolutely! We will match any authorized retailers advertised price.
Q: Do you ship to Canada?
Yes, we ship to Canada. As a matter of fact, Lights.com started out in Canada. We offer shipping via Postal Service and UPS to Canada We recommend Postal Service for smaller shipments because they do not charge any brokerage or handling fees. Please note that Lights.com is not responsible for any customs, clearance or brokerage fees.
Q: When will my order ship?
Orders are processed within 1-3 business days. We try to ship out expedited orders the same day but it may take up to 24 hours to process, depending on the time you place the order. If you need priority processing, please contact us by support ticket or call us at 866.490.9358.
Q: How long will it take to get to me?
Once shipped, your order will arrive anywhere between 1 and 7 business days (for in stock items) based on the method of shipment and the shipping location. Our program displays the estimated shipping time when you select your shipping method. Most orders shipped in the Northeast should arrive in 2-3 business days using ground shipment. Please see the map below for UPS in-transit times. Please note: the estimated transit time for Ground shipments is not a guarantee. It is an estimate only.
Q: Do you accept PO's from Governments and Corporations?
We usually do. Please contact us through support tickets for more information.
Q: Do your electric lights work outside North America?
Most of our products have North American electrical mains and are only warranted in Canada and the USA. However, some of our products have worldwide voltage and work all over the world. Please contact us through support tickets if you require more information.
Q: What methods of payment do you accept?
We gladly accept Visa, MasterCard, Discover and American Express. Please contact us regarding payment by money order, wire transfer or check.
Q: Is it safe to use my credit card on your website?
Q: Do you have any partner sites?
For all Mathmos products, please visit www.Mathmos.us.
Q: What is your return policy?
Please Click Here for our Return Policy
Q: What about re-shipping an order that was returned?
If an order is returned to us because of customer error, a re-shipping fee of $9.95 applies. This is due to the cost of re-packing and re-shipping returned items. If an order is returned to us because of our error, we will not charge a re-shipping fee.
Q: Do you gift wrap?
Unfortunately, we do not offer gift wrapping at this time.
Q: Can I send a Lights.com item as a gift?
Yes. We can ship your gift directly to the recipient. When you checkout, fill out your name and address as the billing address and the recipient's name as the shipping address. The receiver of the gift will only receive a packing slip and will NOT receive an invoice with the prices. All orders with different shipping and billing address will receive a packing slip without prices.
Q: Do you have a catalog?
We have a digital newsletter that we email to our customers.
Q: Can I get a replacement for my broken/defective item?
Please contact our customer service representatives for any replacement issues. They can be easily reached by calling the number below
If you have any questions or need more information, feel free to contact us via support ticket or by call us at 866.490.9358