Please read below for all the details related to shipping, returns, refunds, exchanges and other helpful information. If you have any questions, please contact us at [email protected].
Shipping
Where is this item located?
Our factory is located in Hong Kong.
What is your delivery time?
Most orders take 13 days from placement to delivery.
The order delivery time is divided into two parts
Order processing time:
About 1-2 working days. This is the time that elapses between when you place your order and when we send it to the delivery service. Generally, items are shipped within 1-2 working days after order confirmation/payment. Orders placed on weekends or holidays may experience delays. Our warehouse operates during standard business hours Monday through Friday only, excluding holidays. In these cases we will take steps to ensure shipment delays are kept to a minimum.
Transportation time:
Daily order cutoff is 5:00 PM PST. After the cut-off time, we will not process orders received that day. Typically, the overall delivery time from receipt of order is 13 working days. Delivery time may be delayed due to customs inspections, bad weather, strikes and other unexpected circumstances. Our products ship via UPS, USPS, FedEx, etc.
Please note:
We strive to deliver orders within our usual delivery times, but please note that due to reduced capacity at our warehouses and carriers, some orders may take longer. We apologize for any inconvenience caused. If you have any questions, please feel free to email a member of our customer service team.
Changes to estimated delivery date
If events beyond our or our delivery partners’ control delay or prevent delivery on the original estimated date and/or time, we or our delivery partners will notify you of reasonable changes to the estimated delivery date. We will deliver the Products when we ship them to the address you provide to us. If we are unable to deliver your product within 24 days, we will:
- a) Let you know;
- b) Cancel your order;
- c) Refund to you.
Although we do our best to meet deadlines, we cannot guarantee arrival by a specific date. Once the package leaves our warehouse, the courier has the sole discretion to deliver your order in a timely manner. We ask that you purchase well in advance of the deadline to avoid any unexpected delays.
We can expedite shipping via USPS or Fedex. Please request a quote from us before ordering. In many cases, if ordered urgently, it can be received in as soon as 3-5 days.
If the order does not arrive by a certain date, we are unable to refund the order while it is in transit. The order needs to be returned to us in order for the refund to be processed.
How much is shipping?
Most of our packages ship for free, if you need faster shipping, please contact our customer service team in advance.
Wrong address or change of address
Please ensure the shipping address is correct when placing your order. We are not responsible for lost or misdirected packages or costs incurred by providing an incorrect address. We cannot guarantee that an address change will be successful. If a change of address is required, the carrier will charge us an address change fee anyway. If the new address is not near the incorrect address, the carrier will charge us an address change fee. We will also charge an additional re-delivery fee. .
If you ask us to contact the carrier on your behalf to request a change, we will send you an additional fee to cover the cost of the change. If you make the changes yourself and the carrier charges us separately, we will send you an invoice for that amount so we can break even. Although this fee will be collected by us, we will ultimately send the full amount to the carrier on your behalf. We appreciate your understanding and while we try to cover the cost of any errors of our own, we cannot cover the cost of errors that are beyond our control.
Lost, stolen and misdelivered packages
Without a signature requirement, the carrier will determine at its sole discretion whether an area is safe for packages. If a signature is requested, they will attempt to obtain a signature from someone at or near that address. If they are unable to obtain a signature, they can leave a door sign with further instructions. Check your tracking information for details about the latest delivery attempt.
If the package is returned to the place of shipment due to loss, theft, misdelivery, etc., we will provide re-shipment service. Redelivery is a paid service (we will charge you shipping costs based on the packaging size and weight of different lamps).
If the light fixture is damaged or lost due to shipping, we will send you a new light fixture for free.
If a package is marked “Delivered” but cannot be found, it may be nearby or may still be on the delivery truck and not lost. Packages are usually delivered the next day. If you still cannot find your package, it is your responsibility to contact the carrier and request a “track and trace” to locate your package. In order to be considered for an exchange or refund, you must request tracking to confirm the package is lost, and all tracking must be completed within 7 days of delivery. Outside of this window, we are no longer able to file a loss claim through the carrier to recover the cost of a lost or stolen item.
Unable to receive the goods
If you are unable to receive your package, you can contact Express Mail in your country.
The carrier will attempt to deliver the package 1 time, but if the package cannot be delivered (e.g. cannot be signed, wrong address, etc.), the package will be briefly held at a local facility for a short period of time and then returned to us. When this happens, the carrier will charge us again to return the package. We are not responsible for the costs associated with returning items due to non-receipt.
If this occurs we will contact you to arrange delivery again. If you wish to have your package re-shipped, we will email you the associated payment charges, which include the carrier’s charge to the sender and the cost of re-shipping the package. Alternatively, if you no longer need the package, we will issue a refund minus a 30% restocking fee to cover all lost shipping and packaging costs. We must hear from you within 24 days of the item being returned to us in order to reship or receive a refund.
Who pays duties and taxes?
In most cases, taxes and fees may be payable when our packages pass through customs. In some cases, especially larger orders, we may need to provide more information to customs and work with you to provide documentation. Please note that each destination country has a different import tax threshold on the value of goods that can be imported into that country before import taxes are imposed. Import duties, taxes and charges are not included in the item price or shipping charges. These charges are your responsibility.
Are there express delivery options?
Yes! Express delivery options will incur additional charges, please email us with your order and destination and we will calculate custom postage.
We do not ship to the following countries:
Afghanistan, Armenia, Azerbaijan, Bangladesh, Bhutan, Georgia, India, Iraq, Jordan, Kuwait, Nepal, Oman, Sri Lanka, Tajikistan, Turkmenistan, Uzbekistan, Yemen, American Samoa, Cook Islands, French Polynesia, Guam, Kiribati, Marshall Islands, Micronesia, Nauru, New Caledonia, Niue, Palau, Papua New Guinea, Solomon Islands, Tonga, Tuvalu, Vanuatu, Wallis and Futuna, Western Samoa, Albania, Bosnia, Herzegovina, Montenegro, Serbia, San Marino and many more.
all African countries;
All South American countries.
If you are in the above mentioned countries, you still want to buy lamps.
Please contact our customer service: [email protected] and we will calculate the shipping cost separately for you.
Contact us
Tel: +852 56349675
Email: [email protected]
ADD: UNIT2223, 22/F, YAN’S TOWER 25 – 27 WONG CHUK HANG ROAD ABERDEEN HONG KONG