FAQ

General Lighting Questions
Order Tracking
Pricing
Payment Options
Availability of Products Not Listed Online
Shipping and Handling
Returns and Exchanges
Privacy
Customer Service Hours
Store Information
Accuracy of Website Content
Limitation of Liability

General Lighting Questions
Q: What direction should a fan rotate in the summer and/or winter?
A: In the summer, the fan should rotate where you feel the most air when standing directly below the fan. This is a counter-clockwise direction on most fans. In the winter, you want the air to blow up so as to force the warm air off the ceiling and down the walls without creating any wind chill effect. This is a clockwise direction on most fans.

Order Tracking
Q: How can I check on my order?
A: Log into your account. By using your email address and the password emailed to you when you placed your order, you can check the status of your order. Please allow us 3 business days to process and update your account information from the date of order. We focus on making sure your order is processed first and foremost. Then we update the info into your account as time allows.

Q: I logged into my account, but there is no tracking information available.
A: Due to large order volume, please allow us 3 business days from the date of order to process and update your account information. We focus on making sure your order is processed first and foremost. Then we update the information into your account as time allows.

Q: Do you really need my email address?
A: Yes we do. Most items ship directly from the manufacturer. Since we are a digital-based company, via email is the only way you will receive a receipt for your order. If you don't receive a copy of this email, usually it’s in your spam folder. You also can log into your account and print a copy from your computer. In addition, some vendors will email you the tracking information when an item is shipped. Your email will never be sold or used for anything outside of business with lights2you.com.

Pricing
Q: Do I have to pay sales tax?
A: Only orders that are shipped to the state of California are required to pay sales tax.

Q: Do you give special price quotes?
A: Please email us your list, including your phone number, and we'll look it over and call you back to discuss what can be done.

Q: Do you price match?
A: We will meet/beat any advertised price from another company. An advertised price is either a price currently published online, or an emailed/written quote from the supplier. Verbal quotes are not covered by our Low Price Guarantee and are subject to approval at our discretion. (Some manufacturers and products are exempt from this guarantee. Call for details.)

Q: What is covered in your Low Price Guarantee?
A: The Low Price Guarantee is for first run, non-closeout items including all shipping and/or handling charges. We reserve the right not to match a price that would bring the final price below our cost of selling the item. This includes all costs for the product including shipping costs. All claims for Low Price Guarantee must be submitted either before purchase is made or within 7 days after the purchase date. Claims after 7 days will not qualify for the Low Price Guarantee.

Q: What is not covered in your Low Price Guarantee?
A: Most companies have minimum pricing structures set in place to protect the brick and mortar stores, so you will have a place where you can go to view items in person. There currently are several internet companies out there that aren't authorized distributors for certain manufacturers. They buy their product 3rd party and sometimes resell it at below the manufacturer’s stated policy. Keep in mind that if you have a problem with this product, the manufacturer will not honor their warranties if the product was not bought from an authorized dealer. We are authorized dealers for every product we sell from over 125 different manufacturers. We will not sell at a price that is below the manufacturer’s stated policy. 

Payment Options
Q: What types of payment do you accept?
A: We accept MasterCard, Visa, Discover and American Express.

Q: What payment terms do you offer?
A: All orders will be billed 100% at time of purchase, including any applicable taxes.

Availability of Products Not Listed Online
Q: I don't see what I'm looking for. Can you get it?
A: Yes we can. We can get products from over 125 different manufacturers, with almost 1,000,000 different products at our disposal. There is no way we can ever get everything online. So please call or email us, and we'll be happy to look into it for you.

Shipping and Handling
Q: My fixture costs $27.00. Are there any shipping charges.
A: We try to include the shipping charges whenever we can. On small orders (under $150), we may have to charge a handling charge, as there is not enough profit in the items to absorb the shipping fees. We are able to absorb these charges on larger orders.

Q: What is the cost of shipping?
A: All items will state on their detail page what their shipping charges are. Most items include FREE SHIPPING. Orders under $50.00 or shipped to areas outside the Lower 48 States may have additional charges added. Also items that have to ship via TRUCK and are shipped to residential addresses may incur increased shipping charges. Please email us for more information in these instances. You will be notified by email for your approval in any additional charges before they will be added.

Q: The item says "Ships in 3-4 Business Days." When will I receive my order?
A: Most orders are shipped directly from the manufactures. The time listed is the typical time it will take for that order to be processed and then shipped by that company. (Due to changes in order volume this time may increase or decrease.) Delivery will typically range from 1-6 Additional business days, depending on your location and the location from where it was shipped. Items that must be routed through us will typically arrive within approx 10-14 days from the date of order.

Q: Can you ship (DROP SHIP) the order straight to me from the manufacturer?
A: Most companies allow us to drop ship directly to you. However some companies have policies prohibiting this. These orders will have to be routed through our facilities on their way to you. (In some cases a DROP SHIP fee will apply)

Q: Do you accept international orders?
A: Due to problems in the past, we are no longer accepting international orders.

Q: Do you have overnight and/or 2-Day Shipping available?
A: Yes we do. Call us with model numbers before you place your order for shipping/availability quotes. (Remember, fans and large fixtures are very expensive to ship overnight/2nd Day Air.)

Q: How do you ship?
A: Most items are shipped either by UPS or FedEx. Extra large items are required to ship via truck.

Q: I just received an email from UPS/FedEx or you with a tracking number. But when I try to track the package, it says that the number doesn't exist or has not been entered in the system yet.
A: Please allow up to 24 hours for them to get the package information into their system. We suggest that you try checking back the next day before contacting us about a bad tracking number.

Q - Will you ship to a different address for me?
A - In the USA we will ship to addresses that are different than the billing address. Providing that the billing information you give matches the billing information on the card. So be sure to enter the correct billing address. Then you can enter an alternate ship to address. 

Returns and Exchanges
Q: How do I return my order?
A: Please see our Returns section for policies regarding Product Returns. Please give us up to 5 business days to process return requests. NO RETURNS WILL BE ACCEPTED UNLESS YOU FIRST REQUEST A RGA NUMBER BEFORE SENDING BACK THE PRODUCT. Returns without an RGA number will be returned to you at your expense. Please make sure you contact us first before shipping anything back to us.

Q: What should I do if I receive a damaged item?
A: Please do not refuse the shipment. If only the glass was damaged in shipping, we can easily replace it if you notify us within 7 days of delivery. If you receive an item that is damaged in any way, notify both us and the carrier within 72 hours of delivery. Failure to do this WILL void your claim with the shipper. Please make sure to keep all packing material for inspection. It is at our discretion to either ship a replacement part, or ship a new fixture. See our Shipping and Handling page for more details.

Privacy
Q: Is my personal information safe with you?
A: Definitely. We do not sell nor distribute any information about our customers. Any information collected is used only by us to help facilitate your order. Your phone number is required and only used in the event we need to contact you regarding your order. All personal information is encrypted when stored in our database. For added security, all Credit Card information is not only encrypted, but is stored on a completely separate computer system for our store using SSL (Secure Socket Layer) Technology.

Q: Is my account information kept private?
A: All your information is password protected. Once you register/order with this site and set up an account, you are responsible for maintaining the confidentiality of your account number and password. You agree to accept all responsibility for any activity that occurs under your account number and password.

Customer Service Hours
Q: What are your hours of operation?
A: The website is open 24 hours a day, 7 days a week, 365 days a year. Phone hours are Monday through Friday from 9:00am - 5:00pm California Pacific Time. Please leave us a message if you call after phone hours. The office will be closed for all major holidays, and occasionally during the year for staff meetings/retreats.

Q: I called during phone hours. Why did I get an answering machine?
A: Due to heavy call volume, we may not be able to answer your call before the machine picks up. Please leave a message that includes your name, phone number, and order number (if applicable) and we will return your call as soon as possible. On heavy call volume days, this may take 24 hours.

Store Information
Q: Do you have a store we can come to?
A: Yes, but its operated completely separately from the internet site. The store and website have different pricing and policies. Please direct all phone calls regarding orders placed on the website to 877-895-4448 as the physical store cannot answer any questions regarding internet orders. (Our internet store operates from of a separate building located down the street from our brick & mortar store.)

Accuracy of Website Content
Q: What if I place an order and then find out that some of the information about the product was incorrect?
A: We strive to maintain complete accuracy on our website, but this is not always possible. We are in no way responsible, nor do we guarantee that all the information on our website is complete and error free. We reserve the right to refuse or cancel any orders that may contain such errors in price, description, etc., even if the order has already been submitted and/or billed. If your credit card has been billed and Lights2you cancels your order, we will promptly issue a credit to you credit card. (Some credit cards require 2 complete billing cycles for to show this credit on your statement.)

Limitation of Liability
Q: What is your liability policy?
A: In no event shall Lights2you.com, its officers, employees, affiliates, or other representatives be liable, whether in contract, warranty, tort (including negligence-whether active, passive or imputed), product liability, or any other liabilities, to you or any other person for any damages (Including, without limitation, any direct, indirect, incidental, special, exemplary, punitive or consequential damages) arising out of or in connection with any use of, inability to use, or results of use of, this website or any content on this website, even if the representative has been advised of the possibility of such damages. If you are dissatisfied with this website and the content thereon, or the terms and conditions, your sole and exclusive remedy is to discontinue use of this website. Some jurisdictions may prohibit the exclusion or limitation of liability for certain types of damages. If these laws apply to you, some or all of the above disclaimers, exclusions, or limitations may not apply to you, and you might have additional rights.