Frequently Asked Questions

How can I contact LightsOnline?

Our customer service team is happy to help! Here’s how you can reach us:

Email: Send us an email. We typically respond on the same day to emails received by 4 pm Eastern.

Phone: 866-688-3562

Phone and Live Chat Hours: Weekdays from 9 am – 4 pm Eastern


Where is my order confirmation?

Sometimes, legitimate emails may accidentally land in your spam folder. Check there and make sure to approve as a safe sender or put us on your white label list.

Still having issues after checking your spam? Contact us and we will be happy to assist you.


When will my order ship?

This depends on what you order because there are many warehouses across the country that we have access to for fulfilling orders. Some warehouses take 1 or 2 business days to process and ship your order while other warehouses can take up to 7 business days. If your item is made-to-order, it can take up to two weeks before shipment is arranged.

Estimated lead times are available! Simply visit an item’s product page, click on the Specifications tab and you will find the ETA listed under Shipping. You can also contact us with your order number and we can help!


Can you ship things faster?

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 and we will get a quote from the shipping warehouse! Once you approve and pay the expedited shipping charges, we will release the order and update your tracking information so you can confirm the scheduled delivery date directly on the carrier’s site.


Can I modify or cancel my order?

Most orders are submitted less than an hour after they have been placed. If you need to modify or cancel your order, please contact us as soon as possible after ordering. We promise to do our best to help. If the order is too far along, modifications or cancelations will need to be treated as a return. Luckily, we have a great Hassle-Free Return Policy—read more about it in our Policies, Terms and Conditions.

Please do NOT refuse delivery or return to sender.


Can I correct my shipping address?

Because we process orders very quickly, please contact us as soon as possible and we will do our best to accommodate shipping address updates. All transactions are checked by Security and Fraud Protection at the time of your purchase, so submitting a correction to your shipping address means another Security and Fraud Protection check.

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


Can you ship to PO Boxes?

Sorry, we cannot ship to PO Boxes.


Why didn’t this coupon code work?

Check if your item is tagged as close-out on its product page. The deep savings for these close-out products means they are excluded from any additional discounts and promotions, so you will get an error message when you try to use a coupon code on a close-out item.

Also, you cannot use multiple coupon codes on the same item and some brands are always excluded from additional discounts and promotions, too.

The following brands are excluded from additional discount, unless otherwise noted: Ambience, Arteriors, Big Ass Fans, Craftmade, Corbett Lighting, Elan, Feiss, Fanimation, Fredrick Ramond, George Kovacs, Hinkley, Hubbardton Forge, Hudson Valley, Hunter, Kichler, Metropolitan, Minka-Aire, Minka Lavery, Mitzi, Monte Carlo, Schonbek, Sea Gull Lighting, Tech Lighting, The Great Outdoors, Trade Winds and Troy Lighting. Closeout items are also excluded and additional brands may be subject to exclusion. Promo codes cannot be combined with any other offer.

If you have confirmed that your item is not a close-out, that the coupon code is spelled correctly and that you don’t have other competing coupons in your cart, but you’re still getting an error, please call us so we can place your order over the phone and give you the best pricing available!

More details regarding coupons and promotions can be found in our Policies, Terms and Conditions.


What does “Close-Out” mean?

Close-out items are being discontinued, so that means there is limited stock available. We love offering big savings on close-outs, but this does mean all close-out sales are final and that these items are not eligible for return.


Why did you charge sales tax?

A recent Supreme Court ruling means that every state can decide if they want to tax all internet sales, regardless of if a 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 taxes eCommerce orders, these charges will be generated in your cart at checkout or provided by our agents over the phone before collecting payment.

Find more information about sales tax in our Policies, Terms and Conditions.


How do I place a tax-exempt order?

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 and include your business’ billing and shipping address. Once you are approved for a wholesale account, qualifying orders will be tax exempt.


What is your return policy?

We always hope our fixtures and home décor pieces make a beautiful addition to your home, but if for any reason your purchase isn’t the ideal fit, we make it as easy as possible to return it!

We are proud to offer Hassle-Free Returns, meaning that we arrange 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 after delivery. Like New condition means your product has never been installed, is in its original packaging (including all parts, hardware and assembly instructions) and is free of defect or damage.


Do you charge restocking fees?

We do not charge restocking fees for return requests made on qualifying items within 30 days of delivery. We do not charge 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 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 for 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.


Can I return a product after 30 days?

If you realize after more than 30 days that your product isn't the perfect fit for your home, and it meets the Like New return eligibility conditions 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 after 30 days. Please note that eligibility is determined on a request-by-request basis, so contact us to see if this is available for your order!


How long will my refund take?

Once your product is returned to our facility, it will undergo inspection by our warehouse returns expert to confirm that the correct item has been returned and that it is in Like New condition. Once inspected and approved, our Returns Department will issue your credit. In most cases, credit is issued 1 business day after the return arrives at our facility, though please allow an additional couple of days for processing during high-volume times 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. Customers have reported funds 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.


What’s the 110% Price Match?

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.

Read more about our 110% Price Match Guarantee at Policies, Terms and Conditions


Did my order go through?

If you’re not sure if your order was successfully placed, simply contact us with your name and email address. We are more than happy to verify your order details!


What is Affirm?

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.


When is my card charged?

The sale amount is temporarily pre-authorized on your account when you check out. This pre-authorized charge will be pending at the original amount until the order has shipped, at which time the final charges will post. Please note that backorder and made-to-order items are charged differently. Read more in our Policies, Terms and Conditions.

If you are having trouble checking out, please ensure that sufficient funds are available on your card. If you are still having trouble, contact our customer service team so we can help!


Do you sell parts?

If you ordered from us and need a replacement part, we are happy to help! Simply contact us with your order number, product item (SKU, pronounced ‘skew’) number and a description of the needed part or an image of the assembly sheet with the needed part clearly marked.

As a preferred vendor for Savoy House and Trade Winds, we may also be able to source replacement parts for items from those two brands even if you didn’t order from us. We will do our best to accommodate your parts request!


Do you ship overseas or outside the contiguous US?

We do not ship to Alaska, Hawaii, Puerto Rico or to overseas locations. 


Do you only sell genuine products?

Yes! We are proud to only sell only the best genuine, authentic products. No knockoffs, no low-quality brands. We are an authorized seller for all the brands on our site.


Do you have warranties?

We warranty all items within 30 days of delivery. In addition, most of our brands offer separate manufacturer warranties on their products. The terms of these warranties vary from brand to brand and item to item. If you want to know more about a specific item’s warranty, contact us!


Are your product listings accurate?

We sell items from more than 50 different brands, which means we have a lot of item data constantly being updated! Sometimes this may lead to accidental errors like inaccurate product information, incorrect pricing or outdated product availability. We apologize for those issues and do our best to ensure our product listings are accurate.


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

Most 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.


How do I get free 2-day delivery?

Only select items are eligible for our 2-day delivery guarantee. Those items 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 you still only see a ground option at checkout, you may also have ineligible items in your cart and so the 2-day delivery option will not show. The best way to take advantage of 2-day delivery is to purchase those items separately.

You can find more information about free 2-day delivery in our Policies, Terms and Conditions.


Need more information?

No problem! Read 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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