877.445.4486 Mon-Fri 6 to 6 Pacific | Sat 7 to 5 Pacific

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Customer Service

Effective 11/22/2010

Toll-Free Customer Service Hours

6 to 6 Pacific Monday - Friday
7 to 4 Pacific Saturday

Telephone: 877.445.4486

When Credit Cards Are Charged

If you are paying by credit card using the Lumens checkout or Google Checkout, your credit card will not be charged until your order ships. If you are paying with Paypal, your payment will be taken at the time you place the order by whatever method you chose in your PayPal account. Please refer to your Paypal Terms and Conditions for more information.

Shipping Costs and Policies

Continental US
Lumens offers free UPS or FedEx ground shipping for most orders over $50 within the 48 contiguous United States. Large or oversized items may be shipped via freight carrier. We charge $4.95 shipping for orders under $25 and $10 for orders between $25 and $50.

Free shipping does not apply to selected manufacturers, sale items, and oversized or special order items. When applicable, these charges will be noted on the product page.

Hawaii & Alaska
Lumens offers discounted UPS or FedEx standard shipping for customers in Hawaii & Alaska. Shipping charges are computed at checkout based on the total value of your order with a $24 minimum charge.

Canada
Lumens offers discounted UPS or FedEx ground shipping for our customers in Canada. Shipping charges are computed at checkout based on the total value of your order with an $18 minimum charge. Customer will be responsible for all brokerage fees, and customs duties.

Expedited Shipping
Expedited shipping is available for many items. When you select expedited shipping, an estimated shipping charge is computed at product checkout. If we are unable to meet your expedited shipping request or the actual costs of expedited shipping vary from our estimate, we will contact you directly. Please keep in mind that many lighting products are custom made or built to order and have associated lead times. In such cases, expedited shipping will be from the date the product is available to ship. Refer to the product page for standard lead times on each product. Estimated ship dates will be sent to you by email after your order has been processed - usually within 2 business days. Once your product is available, the selected shipping method will be used. When calculating your arrival date, note that shipments and deliveries are on weekdays only.

Other International Orders (excluding Canada)
Lumens.com has partnered with a trusted third-party company, International Checkout, to fulfill orders for our International customers. Simply put the items you wish to purchase in our Shopping Cart and choose the "International Checkout" option. Your items will be transferred to International Checkout for processing. You may pay by International credit card, PayPal or bank transfer. International Checkout will process your order, including billing, shipping and customer service. All inquiries should be directed to International Checkout at support@InternationalCheckout.com. International Checkout's customer service centers are open from 8 AM to 6 PM Pacific time and callers can reach them by dialing the following numbers:

• USA and Canada: +1866.6820641
• USA Phone: +001.310.601.8196
• UK Phone: +44.20.8133.2436
• Australia Phone : +61.28003.4685
• Denmark Phone : +45.369.50312
• Sweden Phone : +46.4069.35779
• Hong Kong Phone : +852.8175.6057
• Japan Phone : +81.50553.46826
• Finland Phone : +358.(02)3619.0437
• Brazil Phone : +55.(11)3717.5368
• Dominican Republic Phone : +1809.202.3017
• Ireland Phone : +01 443 3715
• Mexico Phone : +55 8421 8266
• New Zealand Phone : +09 889 0408

They also can be reached via email at support@InternationalCheckout.com.

Returns and Replacements
Guaranteed Satisfaction, No Restocking Fees, No Hassles
Lumens return policy is simple. For most products on our website, if you don't like it, send it back within 30 days for a refund. Hopefully we can find something you like better! No restocking fees, no hassle. We are committed to complete satisfaction with the products we sell.

Returned Goods Exceptions

• We cannot accept returns of installed products, unwrapped crystals, special order products, and custom or fabricated-to-order products. We encourage you to ask for as much information as you need when ordering special order or custom products including swatches, finish samples etc. We identify custom and special order products clearly on the product page.
• We cannot accept returns of large orders of the same product. (We define large orders as 6 or more of the same product). If you are ordering a large quantity of an item, we encourage you to order a sample first to make sure it's what you need.
• Returned merchandise must be in original condition and packaging. Opened or washed merchandise cannot be accepted for return or exchange.
• For Lumens Annex items, all sales are final. No returns, refunds or exchanges.
• We do not accept returns of clearance merchandise, light bulbs or lampshades.
• Returning items totaling more than $5000 may incur restocking fees.
• We do not accept returns for international orders, Canada being the one exception.

Returned Goods Process

Please note that before returning any product, you must be issued a Returned Goods Authorization. We must receive your return request within 30 days of receipt of your order. After you've submitted your Returned Goods Authorization request, please allow 3-5 business days to receive your Return Authorization Number.

Once you've received your Return Authorization Number, Lumens will issue and email to you a pre-paid shipping label. Simply print the label, attach it to the box, and drop it off at your local UPS store. You will have 10 days from the date you receive your return shipping label to drop the product off at UPS. If your product is not shipped within 10 days, the labels will expire and no refund will be given. In addition, Lumens will not be responsible for issuing a refund for a product that is returned without a valid Return Authorization Number.

Your return must be in its original packaging, in new condition and suitable for resale. Please note that we do not accept returns of installed product. If your product has been installed, no refund will be given.

Once your product has been received and inspected, you'll receive a refund within 30 days. We deduct a minimum of $15 or the cost of any free shipping that was applied to your original order (whichever is greater), the cost of the return shipping, and we will not credit any expedited shipping charges that were requested on the original order.

When returning any item, please be sure to pack the product properly. We cannot provide a refund for any product received in our warehouse in damaged condition. In such a case, we will file a claim with the shipping company. In the event that the claim is denied due to poor packaging, we will not provide a refund. We will hold your product for 30 days, after which the product will be destroyed.

Damaged Goods
Any product that is received damaged must be reported within 48 hours of receipt. Lumens will not accept responsibility for any damages not reported within this timeframe. Upon receiving notification that your product is damaged, Lumens will file a claim with the shipper. Claims typically take 8-10 business days to process. Please do not discard the damaged product until you receive instruction from Lumens. After the claims process has been completed, Lumens will send a replacement fixture at no cost to you. Failure to follow this procedure may result in a charge for the free replacement item.

Products received with broken glass or dented shades are not considered defective. In such a case, we will provide replacement glass or shades at no additional charge. Should you wish to return a product that was received with broken glass or a dented shade, the standard return policy above will apply.

Defective Goods
Any product defects must be reported within 30 days of you receiving your order. After 30 days, Lumens will make every attempt to repair and/or replace your product. If you find your product to be defective, please contact Customer Service to coordinate repair and/or replacement. Please allow 3-5 business days to receive a Repair/Return Authorization. Lumens will be responsible for return shipping and the shipping of the replacement product and will send you return instructions accordingly. Please do not discard the defective product until you receive instructions from Lumens. Failure to return the defective product may result in a charge for the free replacement item. In addition, returned items that are found to be in working condition may not be eligible for a refund or may be subject to a restocking fee.

Cancelled Orders
You may cancel an order that has not been shipped unless it is a special order or customized product. Any cancellation fees imposed by the manufacturer will be your responsibility and will be deducted from any refund. Cancellation requests may take several days for processing and you will be sent an email upon confirmation. If an order ships prior to confirmation, you will be asked to submit a Return Authorization Request once you receive the item and a refund will be issued following the Returned Goods Process outlined above.

Lumens Low-price Guarantee
In addition to our incredible specials and price promotions, Lumens is committed to offering you the lowest possible price on every product we sell, every day of the year. If you ever find the exact same product advertised for less anywhere, within 30 days of your Lumens purchase, please let us know and we will happily match that price including shipping and handling. We may require some form of verification of the offer and it must be made by an authorized dealer of the product and it must be a stock item. The Low-price Guarantee excludes clearance, closeout and returned items. Other restrictions may apply, but why not ask? For more information please call us at 877-445-4486 or send an email to CustomerService@Lumens.com

Pricing or Product Description Discrepancies
Lumens makes every effort to assure the accuracy of the pricing and product information on our website. From time to time, pricing or product information may be inaccurate. In such cases, we reserve the right to cancel your order. A complete refund will be made for any items that have not yet been shipped. In the event of inaccurate product information, our sole responsibility will be to accept the product return and provide a customer refund.

Privacy
Lumens is committed to protecting the privacy of our customers and using customer information responsibly. Your e-mail address is used only when we are confirming your order or notifying you of additions, updates or news concerning our website. Lumens does not make your e-mail address available to any other companies. All transactions at our site are handled with the industry - standard Secure Sockets Layer (SSL) encryption. When you enter your credit card number and personal information into the order form it is transmitted in an encrypted manner and decoded when it is submitted to our bank processor. This provides the most secure shopping environment for our valued customers at all times.