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F.A.Q. | Frequently Asked Questions
When will my order ship?
If the items you ordered are in stock we will make every effort to ship your order within one business day. Generally stock items take 4 to 10 business days for delivery. You will be contacted via email regarding any backorder situations that may exist.
When will my credit card or paypal account be charged? What is the term “Authorization”?
If you used a credit card for payment your card will not be billed until the time that your items actually ship. If you payed with paypal your account is billed immediately when the order is placed.
The original authorization at the time of order may appear as a hold on your account however, this is not a charge. Your card is actually charged only at the time of shipment. No charges are placed on your card prior to the items actually shipping.
How do I track my order?
When your order is shipped you will be sent an email with a tracking link. Please allow up to 24 hours after receiving this link to retrieve tracking information. You may also login to theMy Account area for the latest order status, tracking and re-order information.
What do I do if I ordered or received the wrong item(s)?
If your order has already shipped please contact us through our returns and exchanges department via the returns and exchanges web form so we may expedite your replacements. If your order has not yet shipped and you need to make changes you may do so via Customer Service online or call us at 1-888-988-2852.
Why is there a backorder? What does the term Backorder mean?
A backorder is when an item is not in stock at our facility and will be shipped at a later date or shipped directly from the manufacturer. We try to notify all customers if any items will not be shipped within 7 business days. When a partial order is shipped you will notice a disposition noted as "B" on your packing list indicating backordered items.
I made a change of address but when I view my order it still shows the old address!
Currently the way our system works you will only be able to view the order the way it was originally entered online. Changes made after the order has been submitted will be reflected on your final paper work only. Rest assured that if you have called or emailed Customer Service
I have a UPS or FedEx account number listed on my order for shipping but I still see a freight charge.
We make every effort to thoroughly check every order for special instructions and notes. If we notice that you have listed an account number for shipping we will cancel the freight charge off of your order. If you would like to confirm that we have removed the charge please contact us at Customer Service or give us a call at 1-888-988-2852. Due to how our system works your order will only be displayed as it was originally entered so even after we have canceled the charge from your order it will appear as though it is still there when you view your history. Your final paper work that arrives with the package will reflect the changes.
How do I know when my order has shipped?
When your order is shipped you will be sent notification via email along with the tracking information. You will be notified by email each time all or any items from your order have been shipped. There will not be any additional freight charged to backorder shipments where freight has been collected in full previously.
I did not receive all of my order.
Occasionally we may ship you only a partial order, we will only charge you for the items shipped, and future shipments of items you will not be charged any additional shipping cost if freight has previously been collected in full.
I received broken lamps or damaged shipment, what do I do?
If you receive any order that appears to be damaged, please DO NOT REFUSE THE ORDER. Many times there may only be a small number of actual damaged items. Accept the order, inventory any damaged item and contact us via the damaged shipments web form.
I need a large volume of lamps or product how can I get a discounted price?
Commercial customers requiring large volume shipments please contact our bulb specialist via the large quotes web form.
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