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How do I return an item?

Shipping, Returns and Cancellations (Updated 04/17/2010)
 
 

Shipping

 

Regular Ground Shipping is FREE on orders over $99 except for over-sized and freight items such as over-sized chandelier, sinks, etc. Shipping cost will reflect in the shopping cart and applies only to the 48 contiguous United States.

 

Higher priority shipping service is available for an additional charge and must be advised prior to placing your order. Otherwise, your order will ship via standard ground service and will be applied automatically.  Most fixtures ship via UPS Ground Service. No shipping to P.O. Box addresses.

International Shipping Policy
If you live outside the continental United States, the shipping costs are
not included in the price of the product.  We advise that you call prior to placing your order for international shipping costs. Please contact a customer support representative to obtain a shipping quote at (855)234-7566.

Please note that UpscaleLighting.com is not responsible for any taxes, duties or fees including Brokerage fees and Customs that are associated with any purchase. These additional charges are the responsibility of the customer.

Other Priority / Rush Shipping Methods are Available (Next Day, 2-Day, 3-Day Services ) and must be advised prior to placing your order. We will not be liable for expedited shipping charges due to delay in the lead time of an order. Expedited shipping services are offered only to speed up the Transit Time. We have no control over the in-house time of an order (time prior to shipment) and do not guarantee or promise delivery dates. Therefore, we request that our customers plan ahead and place timely orders that allow for both in-house and the transit time. Lead times that are stated on the product pages represent the average time frame a manufacturer is shipping their product and are not to be taken as a guarantee. Instead, they should be used as a rough guideline for estimating the lead times.

If you have any further questions regarding our shipping policy, please don't hesitate to contact us at:

(855)234-7566

About Estimated Shipping Times
At UpscaleLighting.com we do our best to provide you with accurate shipping times for our products. Please understand that the shipping times are estimates only.

The "Ships In" time is provided to UpscaleLighting.com by each manufacturer and is an
estimate of the average number of business days it takes the manufacturer to process your order and ship the item from their warehouse. These shipping times are not a guarantee. If you have a time sensitive project we recommend that you call us and arrange expedited shipping.

Please be advised that fixtures are usually "In Stock" based on the latest manufacturer real time inventory feed sent to us. Also, items normally ship from the warehouse within two to three business days. However, fixtures
are subject to prior sale and availability and lead times are not guaranteed. In some cases, items that show "In Stock" may have been discontinued by the manufacturer and/or we may have not received a notification of changes to updated files in our database before a purchase. 

Occasionally, items shown to be in stock or available get pre-sold. In this case, you will be sent an email notification that your item is on back-order. You will have the option to continue to wait for that item to be shipped to you when it becomes available, cancel your order for a full refund, or select a different item to order.

Custom made products can have varying ship times and we recommend ordering custom products well in advance to avoid project delays.

UpscaleLighting.com is not liable for costs associated with shipment delays.


If you have any questions please E-mail: sales@upscalelighting.com
or call (855)234-7566

 

Return Policy

 

UpscaleLighting.com is dedicated to providing you with the best possible lighting selection and naturally the best possible customer service. Therefore we have made our Return-Policy easy and very simple to follow:

 

We charge a 15% restocking fee for all our products with the exception of custom orders, which are not returnable.

 


Return Procedure

To ensure timely processing of your return, please contact our Customer Service Department at

(855)234-7566

 

14 Day Return Period

We'll accept returns within the 14 day period after you received the item(s) under the following conditions:

-       Merchandise that has not been removed from its original packing. 

-       Merchandise has not been installed.

-       Merchandise is Defective*

(*Defective merchandise must be exchanged for the same product.)

 

Exceptions:

-       Custom Orders as well as orders for items below $50 cannot be exchanged.

-       Clearance items may not qualify for return unless defective. 


Detailed Case by Case explanations:

 

 

CASE A)

The item you ordered arrives damaged, broken or does not work when you installed it.  Please call us at the above number and we will make sure that a replacement fixture is sent to you right away.  We will furthermore send you a UPS or FedEx Label to send the broken fixture back to us.  You will still need to wait for a Return Goods Authorization Number (RGA number) to be issued by our Customer Service department.

 

Please DO NOT RETURN ANY MERCHANDISE WITHOUT OBTAINING PROPER INSTRUCTIONS, otherwise if the intended returned item is sent to the wrong address, a fee may apply.

 
 

CASE B)

You don't like the item you received or it doesn't fit your decor.  UpscaleLighting.com will NOT charge you a restocking fee if you return the item to us at your expense AND exchange it for any other items from our website at the same value or greater.

 

If you prefer to just receive a refund to your credit card, we will process a refund less a 15% restocking fee after the item(s) have been returned and inspected.

 
 

All returns request will be provided proper instructions to obtain an Returned Goods Authorization number (RGA).  Please DO NOT RETURN ANY MERCHANDISE WITHOUT OBTAINING PROPER INSTRUCTIONS, otherwise if the intended returned item is sent to the wrong address, a fee may apply.  In order to obtain a RGA, Please give us a call at: (855)234-7566

Once your return is received and processed, we will issue a credit less any applicable fees within 14-21 days to the credit card used to make the purchase in the amount of the purchase price (excluding shipping and handling charges). Please note that you are responsible for shipping and handling charges on returned merchandise. In order to ensure your return is safe and documented, send your package via a prepaid, insured and traceable method/shipper such as UPS or FedEx. We are not responsible for returns lost in transit.

 

 

Cancellations

If you need to cancel or make changes to an order, you must call us immediately the same day that you placed the order at (855)234-7566. Some orders ship the same day, so we need to know as soon as possible. Calling in or requesting a cancellation does not guarantee your order can be cancelled or changed as it may have already been shipped and fees may apply.

 

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