Customer Service

Customer Service Hours

Our staff of knowledgeable lighting designers is here to help you with all of your lighting design needs. We can be reached on our toll free number 1-866-418-9673, Monday through Friday, between 9:30Am and 5:30 Pm E.S.T, or at info@lightingnewyork.com 24 hours a day, 7 days a week. Our customer relations team prides itself on our many years servicing the New York Metro area, with an extensive knowledge of the products we sell. Please, feel free to contact us with any questions you might have.

Shipping Info

Shipping Rates

LightingNewYork.com ships most items with UPS. Rates are calculated based on the type of service selected and destination. There will be additional charges for rush delivery or motor freight.

In the event no one is home to receive your order, we recommend you send your package to a business address to ensure delivery. Sending your package to a commercial address will also guarantee a speedy arrival.

Motor Freight

Some of our products cannot ship via UPS ground and must ship via motor freight. These items will have an additional shipping, handling and/or crating charge added at the point of checkout. Charges will be calculated based on weight, size, and destination. Motor freight charges shall include delivery to the residential front door of the shipping address only and shall not include optional services such as transferring the items inside the residence. Any additional services required shall be negotiated between the buyer and the freight company and will not be the responsibility of LightingNewYork.com.

Order Confirmation

After you shop and checkout, you will receive an email stating that your order has been processed. If all items are in stock and are ready for shipment, your credit card will be processed. Once your order has been shipped, we will email you a confirmation of the order and an order number.

Returns

Freight Damage

We take extra precautions in packing your content to ensure it arrives undamaged. However, in the event that you receive an item damaged in transit, please contact us at info@lightingnewyork.com within 5 business days after receiving your package. Please retain all packaging material for collection by the freight carrier. See return procedures below for further instructions.

Manufacturer Defects

LightingNewYork.com guarantees all products against all defects for 30 days. If you receive a defective item, we will pay all return shipping on the item and ship an identical replacement to you at no extra charge. You may not exchange a defective item for a completely different item.

Returns Subject to Charges

If you are not satisfied with your product and it is not damaged or defective, you may return it in sellable condition in the original packaging within 7 days. You will be responsible for paying a 25% restocking fee and all return shipping costs for any items that are not damaged. Original motor freight shipping charges cannot be refunded. We are sorry, but we cannot accept a return if the item has been installed.

Site Information and Pricing Disclaimer

LightingNewYork.com strives to give you accurate content, including product information, policies, pricing, and visual displays. Policies, pricing, and item availability are subject to change without notice, and LightingNewYork.com reserves the right to limit quantities. Prices displayed are subject to final approval at the time of order fulfillment. While LightingNewYork.com tries in good faith to make sure that the information displayed is accurate, they are not responsible for typographical errors or technical inaccuracies. This disclaimer in no way affects the terms of the manufacturer's warranty, if any.

Return Procedure

Before returning merchandise, please contact info@lightingnewyork.com to receive a Return Goods Authorization number (RGA) and shipping instructions. Include your packing slip with the return authorization number and simply pack your item(s) in the same packaging in which it was shipped. You must have a RGA number returning merchandise. Items returned without an RGA number will not be accepted.

PLEASE NOTE: Allow 30 days from the time you return your package for the items to be exchanged or for your credit card to be fully credited. We will notify you via email as soon as the refund or exchange is complete.