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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

Exceptional shopping experience, Quick and easy returns. If you don’t like it for any reason, simply follow our convenient step by step process below.


Return Process

  1. Request an RGA (Return Good Authorization) number online within 30 days of receiving your order, by clicking the returns button here
      • In most cases return instructions will be available to view and print online within 24 hours of submittal, simply log into your personal account by entering your order information into the respective fields. Click here to go direct to the log in screen.
      • With certain brands your RGA will need to be approved before instructions are ready to view, which could take up to 5 business days to process and be loaded to your account.
  1. Prepare your products for shipment, Make certain to repack the product(s) for return and include all original packaging. Include the RGA number on the shipping label for easy processing once the shipment arrives at the warehouse.

    Note: If you send a return order without a proper RGA or if the order is sent to the wrong warehouse may delay the refund process

      • If the returned merchandise brand is included in the free returns program, your shipping labels will be available online to print by logging into your account online.
      • If your brand is not covered under the free return program, you may choose any shipping service that provides a valid tracking number.
  1. Merchandise must be in its original carton, including all packaging materials and accessories, and have no markings or writing on box.
      • If you were provided free return shipping labels, please take your shipment to your local UPS store for shipping, or you can call UPS at 800-PICK-UPS and schedule a pick up at your location.
      • If you provided your own shipping be sure to email your tracking number once obtained to sales@upscalelighting.com make note to include your order number with your email.
      • Note: Any return order without a tracking number will risk delay or denial of your refund

      • For both prepaid and non-paid shipments we recommend that you insure your shipment.
  1. Once the order is received back to the warehouse your order will be inspected and once confirmed, no damage or alternations to the merchandise, you will be notified via email once your refund is processed and issued back to the same method of payment used for the original order.

To ensure a full refund, Please make sure the following conditions are met:

  1. Must submit a return request to Upscale Lighting within 30 days of receiving the product. All return requests after 30 days will be denied and closed. No Exceptions
  2. All merchandise that is returned must have an RGA issued by Upscale Lighting.
  3. Merchandise must be in its original carton, including all packaging materials and accessories, and have no markings or writing on box.
  4. Merchandise must not have been installed or altered in any way, including cutting or clipped wires.
  5. No returns will be accepted for any large quantity orders, custom products and special orders or project quotes.
  6. No credit will be issued for any expedited shipping costs or shipping charges to Alaska or Hawaii.

Check Refunds

All check refunds will be sent to the same billing address provided on the order and are typically issued within 14 days of final approval of the return

Charge-backs

We highly recommend that you not file a charge back with your credit card company during the return process. Keep in mind that the returns process can take up to 14 business days to complete. If a charge-back is requested, the refund process will cease and we will not be able to issue you a return refund until the charge-back process is completed, which can take up to 180 business days to be finalized.

Large Quantity Orders

When ordering large quantities or special orders for large projects, we suggest ordering a sample for evaluation; some manufacturers will not allow returns on large quantities.

We will not be held responsible for any labor costs, which occur as the result of the installation of wrong or defective parts. In addition we are not responsible for lost shipments.

Returns made outside of our stated policy are subject to additional shipping and restocking fees depending on the manufacturer and situation

Return FAQ's

What is an RGA number?

An RGA (Returned Goods Authorization) number is simply a way for us to track return transactions. When you request a return, we will process your request and issue you an RGA number (if applicable) with your return instructions. This information will be sent to you by email. No returns will be accepted without an RGA number.


Canadian Customer Refunds:

All purchases, refunds and credits for products on this site are shown and charged in U.S dollars. Your bank will make all necessary conversions based on the exchange rate at the time of the transaction. We are not responsible for any additional charges or timing differences that your bank may charge you for the transactions, refunds or credits. If you have any questions about your exchange rate or credit card fees please contact your credit card company or bank for more details.

My shipment arrived damaged or defective. How do I get a replacement?

Replacements are provided to you at no additional charge, if requested within 30 days of receipt. To ensure a timely replacement process, follow the below instructions.

1. Contact customer service via email at sales@upscalelighting.com or by calling our toll-free number at 1-866-234-7566
  1. Take digital photos of the damage or defect and send the photos and your order number to sales@upscalelighting.com

Shipping Products Back

if your defective item is required back you will be sent shipping labels via email. Please package the merchandise in its original carton (if possible) along will all its packing materials.

Damaged in Shipping

if you receive your order and it is damaged from shipping DO NOT REFUSE the delivery, contact our customer service team immediately at 1-866-234-7566 or log in to live chat and a replacement order will be filed with the supplier.

Replacement orders are normally processed and completed within 7-10 business days, we will keep you informed of the status of the replacement order via email once we obtain status updates from the manufacturer.

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

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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