Frequently Asked Questions

Welcome to LightsOnline.com


How can I contact LightsOnline?

Our customer service team is happy to help answer any questions you may have! Here’s how you can reach us:

Email: [email protected]

We typically respond to emails received by 4 pm Eastern same day.


Phone: 866-688-3562

Phone Hours: Weekdays from 9 am – 4 pm Eastern


LiveChat: Coming soon!


For exclusive promotions, sign up for our newsletter by visiting https://www.lightsonline.com/newsletter-signup


For our lighting content, visit https://www.lightsonline.com/learn

Frequently Asked Questions

Q: Super excited to have just placed my order! Where is my order confirmation?

A: We recently moved to a new email server that has a different sender address, so these perfectly legitimate emails may accidentally land in your spam folder. Check in that folder and make sure to approve “Lightsonline.com” as a “Safe Sender” or put them on your “White label” list. Our tracking notifications are sent through the same automated system as our order confirmations, so we definitely want to ensure our emails are making it to your inbox!

Still having an issue? Email or give us a call for an order confirmation request and we will be happy to assist you.


Q: I placed my order. How long until it ships?

A: Processing speed depends on the product you ordered because there are many warehouses across the country that we have access to in order to fulfill our orders. Some warehouses only take 1-2 business days to process and ship your order while other warehouses can take up to 5-7 business days. If your item is made-to-order, it could take up to two weeks to craft your item before shipment is arranged.

All of these estimated lead times are available at your fingertips! Simply visit the product page, click on the “specifications” tab and next to “shipping” you’ll find the ETA for the item you are interested in. If you’re curious about transit ETA, email us or give us a call with your order number and request an “Order Status/Delivery ETA.” We’ll let you know the shipping warehouse lead time and estimated transit time based on your shipping address!


Q: I checked out the shipping ETA on the product page, but I need this item sooner! Can you ship it any faster?

A: If you need your product faster than what is estimated, we may be able to offer overnight or two-day delivery at an additional charge. Contact us for eligibility on items you are interested in expediting. We will get a quote from the shipping warehouse and notify you! Once you approve and pay for the expedited shipping charges, we will release the order and (of course) update you with tracking information so you may confirm the scheduled delivery date directly on the carrier’s site.


Q: Oh drat, I just realized I made a mistake with the product or quantity I ordered. Can I modify or cancel my order?

A: We love fast shipping, which means we also love fast processing. On Monday through Friday, most orders are submitted to the shipping warehouse within an hour after you’ve placed your order and after it has been approved by the Security and Fraud Protection department. If you need to modify or cancel your order, please contact us as soon as possible. We promise to do our best to help.

If we are able to approve your request, you will be updated accordingly! If the order is too far along for any changes to be honored, the order will need to be treated as a return. Luckily, we have a great Hassle-Free Return Policy.

PS: We promise our Hassle-Free Return Policy is designed to be as headache-free as it gets, so please do NOT refuse delivery or return to sender because that is detrimental to the awesome customer service we are able to provide. More information about our Delivery Refusal or Return to Sender Policy is available.


Q: Well shoot, I just realized I made a mistake with my shipping address. Can I correct it?

A: As mentioned above, we process orders very quickly and we will do our best to accommodate all shipping address updates. Because we take protecting your information very seriously, all transactions are run through our Security and Fraud Protection department at the time of your purchase. If you need to make a change and your order is in a status that allows us to accept a shipping address update request, we will be happy to submit your correction for a new review with the fraud squad department!

Once the new shipping address is approved, we will (re)submit your order for processing. This correction may put your order about 1 business day behind our normal schedule. If it’s too late to change the order, we will notify you with available options.


Q: You gave me this fancy coupon code, but it gave me an error at checkout! Help please?

A: Please check to see if your item is tagged as “close-out” on the product page. The deep savings for these close-out products means they are excluded from any additional discounts and promotions. Because of this, you will get an error message when you try to use a coupon code on a close-out item. Also, our system won’t allow multiple coupons to be used for the same item.

If you’ve confirmed that your item isn’t a close-out, the spelling of the code looks right, there are no other competing coupons in your cart and you’re still experiencing an error, please call us so we can help place your order over the phone with the best pricing available in our system!

If you signed up for our newsletter and are having an issue with your welcome code, please note that, as discussed above, close-outs are always excluded from discounts. There are also several brands who choose not to participate in our welcome code. The good news is that due to our strong relationship with our vendors, we do have internal promotions we can honor for most brands! Simply email us at [email protected] or call at 1-866-688-3562 and provide the SKU # of the item you are interested in plus the code giving you an error. We’ll respond with our best available promotion for that item!

You can read more details regarding Payment, Pricing and Promotions.


Q: What does the “Close-Out” tag mean on certain items?

A: These are products that are being phased out from the market (discontinued), so there is usually limited stock available. We love to pass along a thrilling amount of savings for these items as indicated by the sale price you see, but this does mean all sales are final for close-out items and these items are not eligible for return.


Q: What’s up with you charging me sales tax on my order?

A: A recent Supreme Court ruling means that each and every state can decide if they want to tax all internet sales, whether or not an eCommerce company has a physical presence in that state. While not all states have decided to do this yet, it’s only a matter of time before they do. If your state currently taxes eCommerce orders, these charges will be generated in your cart at checkout or provided by our agents over the phone before collecting payment.

You can check out the official Sales Tax statement in our Policies, Terms and Conditions for more information.


Q: What if I think I am exempt from taxes?

A: There are certain qualifications for tax exemption. To be considered for a tax-exempt account, please provide your resale certificate, reseller’s permit or other federally accepted tax exempt status form to [email protected] and include your business’ billing and shipping address. Once approved for a wholesale account, qualifying orders will generate with tax exemption.


Q: What is your return policy?

A: At LightsOnline, we hope our fixtures and home décor pieces make a beautiful addition to your home. We know sometimes it takes an in-person view to know whether or not an item truly suits the space. If for any reason your item isn’t the ideal fit, we want to make it as easy as possible to return so your search for the perfect product can continue!

To better serve you, we are proud to offer Hassle-Free Returns, meaning LightsOnline arranges all return shipping methods on your behalf for approved returns. Additionally, for qualifying orders, most return shipping costs are on the house.

To qualify for a return, the product must be in “Like New” condition and your request should be made within our 30 day grace period following delivery. “Like New” condition means your product has never been installed, is in its original packaging (including all parts, hardware and assembly instruction) and is free of defect or damage.


Q: Do you charge restocking fees or will there be any other deductions from my return?

A: We do not charge restocking fees for return requests made for qualifying items within 30 days of delivery. Additionally, as a courtesy to our customers, LightsOnline also does not pass along any restocking fees, shipping charges, handling or restocking fees for orders that can be returned via ground shipping, which is the primary shipping method for our products.

If your specific product shipped via freight truck and requires a Bill of Lading for return, then you will be responsible for the return shipping fees. As part of our Hassle-Free Return Policy, we will always arrange return on your behalf and we will provide a quote of the return shipping costs to you up front. By arranging pick-up with the truck carrier, you agree for the quoted return LTL charges to be deducted from your credit.


Q: Our remodel ran past schedule and we’ve just now realized the product isn’t going to work as intended. It’s past your 30 day grace period, but can you help make an exception to take this product back?

A: We understand life can be chaotic, so if you realize after 30 days that your product isn't quite the perfect fit for your home and it meets the “Like New” eligibility conditions as mentioned above, please contact us! We created an Extended Return window as part of our Store Credit Program, allowing us to accept most products for return even if you received the items more than 30 days ago. Please note that eligibility is determined on a request-by-request basis, so simply contact us to see if this is an option available for the products on your order!


Q: I returned my item. How long will my refund take?

A: Once your product is returned to our facility, it will undergo inspection by our warehouse returns expert to verify that the correct item has been returned and it is in “Like New” condition. Once approved by the warehouse, our Returns Department will then be notified to issue your credit. In most cases, credit is issued within 1 business day upon delivery of the returned items, though we ask you please allow an additional couple of days for processing during high-volume seasons such as the holiday season. Once you see your credit memo in your inbox, the refunding of your account depends on your banking institution.

If your credit card or PayPal account is refunded, you will receive a transaction ID with your receipt. Our customers have reported funds reflecting in their account within 3-5 days. If you are issued Store Credit, you will receive a notice about your balance, which is available for immediate use.


Q: Can you tell me more about the 110% Price Match?

A: LightsOnline will match in-stock and publicly displayed internet prices from other authorized dealers PLUS 10% of the difference. If you find an advertised price online that is lower than ours, please be sure to send us the URL with your request so we can verify and approve your special pricing. To check on your potential savings, try out our Price Match Calculation below.

Calculation: [(Our Original Price) – (The Difference) – (10% of the difference) = (Your Special Pricing)]

For a working example and additional qualifiers, read more about our 110% Price Match Guarantee.


Q: What is Buy It Installed?

A: Buy It Installed takes the stress out of ceiling fan installation by connecting you with expert craftsmen who are trained and ready to install your new purchase. You can trust these experts to give you convenient and affordable installation services.

Learn more about Buy It Installed and see the answers to frequently asked questions about it here.


Q: I tried to check out, but I’m not sure my order went through. Can you help?

A: Technology can be fickle. If for any reason your order number didn’t come up on your screen after check-out or you have a question regarding whether or not your order was successfully placed, simply contact us with your name and email address. We are more than happy to verify your order details with you!


Q: What is Affirm?

A: Affirm is a loan that allows you to borrow what you need and pay it off over time. You’ll never pay more than what you agree to up front and there are no late fees, service fees, prepayment fees or hidden fees. Affirm financing helps make improving your home just a little bit easier.

Learn more about Affirm here.


Q: When is my card charged and can you help me with a credit card or payment issue?

A: At the time of checkout, the sale amount is temporarily “pre-authorized” as a potential charge for your account. This charge will continue to “pend” at the original amount until the order has shipped, at which time the final charges will “post”. You may consult the exceptions of posted charges regarding Backorder or Made-to-Order items.

If you are having trouble checking out, please check with your credit card company to ensure that sufficient funds are available on your card. If you are still having trouble, you are welcome to contact our customer service team so we can help troubleshoot your order!


Q: Do you sell parts?

A: If you ordered an item from us and need a replacement part outside of warranty coverage, we are happy to help you place a replacement parts order! As a preferred vendor, we may also be able to source replacement parts for Savoy House and Trade Winds items even if your order did not originate with us. Simply contact us with your order number (if applicable), SKU number and a description of the needed part or an image of the assembly sheet with the needed part clearly marked. Once we have this information, we will do our best to accommodate your parts request!


Q: Do you ship overseas or outside the contiguous US?

A: We do not ship to Alaska, Hawaii or to overseas locations. On occasion, we may be able to make an exception for certain Savoy House and/or Trade Winds products. Please contact us with inquiries.


Q: Do you only sell genuine products?

Yes! LightsOnline is proud to only sell only the best genuine, authentic products from selected brands. No knockoffs. No low quality brands. We are also an authorized seller of all the brands on our site.


Q: What is the warranty coverage for the items I’m interested in?

A: LightsOnline personally warranties all items within 30 days of delivery. In addition, most of our brands offer manufacturer warranties on their products. These warranties vary from item to item! If you want to know about a specific item’s warranty, you can either ask a question directly on the product page and our in-house expert will reply or you may contact us!


Q: How do I know if your product listings are accurate?

A: We sell items from more than 50 different manufacturers, which means we have a lot of item data constantly being updated! Sometimes this may lead to issues like inaccurate product information, incorrect pricing or outdated product availability. We apologize for those issues.

You can view more information in the Product Content section.


Q: What’s the difference between ground and freight shipping services?

A: The majority of our products ship via ground services with FedEx or UPS. Some items need to be shipped via freight due to weight, fragility or purchase quantity. While LightsOnline covers these shipping charges for orders over $49, return shipping costs may not be covered.

For more information, check out our Hassle Free Returns Policy.


Q: Your website said free 2-day delivery, but the only Shipping Method I see at checkout is ground. What’s going on?

A: Only select products are eligible for our 2-day delivery guarantee and those products will have 2-day delivery labels on their product pages. If you have verified that the product you want has the 2-day tag and still only see a “ground” option at checkout, you may have additional ineligible items in your cart, meaning the 2-day delivery option will not show up at check-out. Therefore, if you wish to take advantage of the 2-day delivery option, we recommend you purchase those items separately.

More details regarding our 2-day guarantee can be found in the Shipping and Delivery section. If you have any additional questions, simply contact us!


Q: I would like to unsubscribe from your emails. How do I do that?

A: We’re sorry to see you go! To unsubscribe, please email [email protected] with the email address you want removed from the list. (Please allow 24 to 48 hours for our system to update.) Additionally, you can give feedback about why you are unsubscribing using this template.

Unsubscribe E-mail Template

Subject: Unsubscribe

Please unsubscribe my email address from your list.

Here’s my email address for removal:

The reason for my request is because...

1) Too many emails being sent (Y/N): ____

2) Don't like the content of the emails (Y/N): ____

3) Had a poor experience (Y/N): ____

• Brief explanation of poor experience: (please share your story with us)

• I would like to be contacted about this experience: (Y/N): ____

4) Any other comments to help LightsOnline improve: (thank you for sharing any additional comments!)


Please note: If you have orders pending or make a purchase in the future, your order confirmation, tracking information and correspondence regarding orders will still be sent to your inbox.


Looking for more details?

No problem! Look through our policies, terms and conditions. If you still have any questions after that, contact our customer service team and we will be happy to assist you!

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