Customer Service

Effective 6/30/2008 Toll-Free Customer Service Hours 7 a.m. to 6 p.m. Pacific Monday - Friday 8:30 a.m. to 2:30 p.m. Pacific Saturday Telephone: 877.445.4486 Shipping Costs 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 - $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 & Puerto Rico Lumens offers discounted UPS or FedEx standard shipping for customers in Hawaii, Alaska & Puerto Rico. 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 a $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. Other International Orders Lumens does not currently offer online checkout for other international locations. To inquire about international orders and shipping costs, please contact Customer Service. International shipping will be quoted prior to shipment and may be subject to minimum order fees. Customer will be responsible for all brokerage fees, and customs duties. Return and Refund Policy: 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. Here are the exceptions: We cannot accept returns of installed products, unwrapped crystals, special order products, 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 its what you need. We do not accept returns of clearance merchandise, light bulbs or lampshades. Returning items totaling more than $5000 will incur restocking fees of 25%. Please note that before returning any product, you must request a Returned Goods Authorization. We must receive your return within 30 days of purchase in its original packaging, in new condition and suitable for resale. Once your product has been received and inspected, you'll receive a refund within 30 days. We deduct the cost of any free shipping that was applied to your original order. When returning any item, please be sure to pack the product properly. We recommend that you purchase shipping insurance. We cannot provide a refund for any product received in our warehouse in damaged condition. In such a case, you must file a claim with the shipping company and advise us as what to do with the damaged product. We will hold your product for 45 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 cannot accept responsibility for any damages not reported within this timeframe. Upon receiving a product that is damaged, you must contact us for a Returned Goods Authorization number before returning the product. 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. 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. All cancellations must be confirmed in writing or email by our returns department. 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 Light + Living 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.