Customer Service for MyLEDLightingGuide.com

Ordering How do I place an order online? Can I place an order by phone? Is it possible to rush my order? What are my payment options? Will I be charged Sales Tax? Will I Receive an Email Confirmation After Placing My Order? How Do I Check the Status of My Order? How Do I Change or Cancel My Order?

Reseller Program, Affiliate Programs, Large Order Discounts and Special Products Do you offer a Reseller Program? Do you offer an Affiliate Program? Do you offer large volume discounts? Can you help us design and develop a product that is currently not in your catalog?

Shipping Policy When Will My Order Arrive? Do You Ship to P.O. Boxes? Do You Ship to APO/FPO Addresses? What Shipping Company Will Deliver My Order? Will My Items Arrive Separately? Do You Ship to Alaska, Puerto Rico, and Hawaii? Do You Deliver to Canada? Do You Ship Internationally? International Shipping Disclosure Will I Have to Pay Customs Duties and Taxes?

Returns and Exchanges How Do I Return a Product? What is Your Exchange Policy? How Long Before I Can Expect to See a Credit on My Account? Do You Charge Restocking Fees? What if Some or All of the Items I Ordered Arrive Damaged? What is an OEM Warranty and what is an extended warranty?

Privacy and Security Is Shopping at This Site Secure? How Will You Use My Contact Information?

Ordering

How do I place an order online?

Ordering from our secure website is very easy and convenient. Simply begin by adding your item(s) to the cart. To check shipping rates, enter your zip code and click the "Get Shipping and Handling Fees Estimate" link in the cart and enter your zip code and desired ship method. Click "Proceed to Checkout" to complete your order.

Can I place an order by phone?

If you prefer to place your order by phone we will be happy to assist you. Simply call our customer service department at 1-888-423-3191 to place an order. Our customer service representative are available between the hours of 8:00 am to 5:00 pm MST. We will always do our best to answer any questions you have and process your order over the phone.

Is it possible to rush my order?

If you need your order delivered sooner than our regular processing and shipping schedule, we will do our best to accommodate your request. Please call 1-888-423-3191 during normal business hours between 8:00 am to 5:00 pm MST.

What are my payment options?

Orders can be placed online or by phone using Visa, MasterCard, American Express or Discover Card. We also accept cashier's checks, money orders, and wire transfers.

Will I be charged Sales Tax?

MyLEDLightingGuide.com sources products from numerous manufacturers throughout the country. Our software is smart enough to only charge you sales tax if you are located in the same state where we ship your order from. For example, if you live in Colorado and buy a product that will be shipped from our Colorado warehouse, then you will be charged Colorado sales tax. Otherwise, you will benefit from not having to pay sales tax on Internet sales.

Will I Receive an Email Confirmation After Placing My Order?

You will receive an email confirmation from MyLEDLightingGuide.com detailing your order. Your order confirmation should arrive within 5 minutes of you placing your order.

How Do I Check the Status of My Order?

Typically, we will send you a shipping confirmation number provided to us by UPS or by YRC Freight (for larger orders). You can check your order by using the tracking software that each delivery service provides.

If you have not received an email confirming that the order has shipped, call us at 1-888-423-3191 between the hours of 8:00 am and 5:00 pm MST and we will provide you with an update on your order.

How Do I Change or Cancel My Order?

The order can easily be changed or cancelled if it has not yet been shipped to you. Call us at 1-888-423-3191 and speak with one of our customer service reps to find out the status of the order and make any changes or cancellations before it has shipped without incurring any additional charges. If the order has left the warehouse, please refer to our return policy for instructions. Please note, not all products are returnable.

Reseller Program, Affiliate Programs and Large Order Discounts

Do you offer a Reseller Program?

We do. If you are a company with a Federal Tax ID and have a reseller license in the state where you are located, we can look into including you in our reseller program. We can work on a program that is specially customized for you and the products you want to sell. Our legal team has created a fair and simple contract that allows us to create a long lasting reseller relationship with you.

Do you offer an Affiliate Program?

We do. We are currently in the process of setting up our affiliate program for website owners who want access to some of the best made LED Products available in the market. Check back soon or call us at 1-888-423-3191 if you want to join our affiliate program.

Do you offer large volume discounts?

We do. If you have a large project that requires a large quantity of bulbs or fixtures, contact us at 1-888-423-3191. Our sales specialists will work with you and our manufacturers to help you get the lowest pricing for your project. Please keep in mind that all large order sales are final and returns are not accepted. Warranties still apply as per the standard manufacturers warranties associated with each product.

Can you help us design and develop a product that is currently not in your catalog?

We can. We can't always guarantee that our manufacturers will take on your project, but we will work with them to see if there is an opportunity to develop a product specifically for you. If you have a large quantity project and can't find it on the website, call us at 1-888-423-3191 and let's talk.

Shipping Policy

When Will My Order Arrive?

At MyLEDLightingGuide.com we do our best to ship every order accurately and in a timely matter. Most orders are shipped within 48 hours after the order has been placed. However, on some of the larger products, our manufacturers follow a policy of Made to Order as they do not carry inventory on the more expensive items. Orders are processed during normal business hours Monday - Friday. Our products ship from all areas of the country. In the event an item is backordered you will be notified by email or we will call you.

Do You Ship to P.O. Boxes?

At this time we do not ship to P.O. Boxes. For orders under 150 lbs, we ship through UPS. For orders over 150 lbs we ship UPS Frieght, and they both require a physical address.

Do You Ship to APO/FPO Addresses?

We currently do not ship to military APO/FPO addresses.

What Shipping Company Will Deliver My Order?

For parcel service we ship with UPS. For large volume orders we ship with UPS freight carriers. For more information please contact us at 1-888-423-3191.

Will My Items Arrive Separately?

We try to ship all items together, but sometimes that is always not possible. Your order may contain items shipped from different locations, or, one of the items you ordered may be on back order. We will do our very best to ship your items in an efficient and timely fashion.

Do You Ship to Alaska, Puerto Rico, and Hawaii?

We do ship to Alaska, Puerto Rico, and Hawaii via UPS or YRC freight. If a different method is desired please call or email our us.

Do You Deliver to Canada?

We deliver to Canada via UPS and UPS Freight. Canadian customers are responsible for all duties, brokerage fees and taxes that may be charged over and above the amount charged on your MyLEDLightingGuide.com invoice.

Do You Ship Internationally?

We currently only ship to the US and Canada. For international orders, we will ship to a location in the USA where you can then arrange your own shipping from that point.

International Shipping Disclosure

All international sales are final, and returns will not be accepted. If products arrive damaged, email all information regarding the purchase along with high-quality digital images as proof that the item or items were damaged. Damaged items will not be replaced. At our discretion, after sufficient proof of damage has been provided, a full refund will be issued.

Will I Have to Pay Customs Duties and Taxes?

We are not responsible for paying import duties and taxes that result from international purchases. Import duties and taxes are the full responsibility of the customer. As previously stated, Canadian customers will be required to pay estimated import duties and taxes prior to shipment and adjustments will be made to the total purchase price if necessary.

Returns

How Do I Return a Product?

MyLEDLightingGuide sells both Regularly Stocked items and Special Order items. Regularily stocked and Special Order items are clearly identified on each product page. Regularily Stocked items can be returned with 15 days of receiving the item as long as it is returned undamaged in the original packaging accompanied with the original receipt. Special Order items are non-refundable. Shipping, Insurance and Handling fees are not refundable. A 20% restocking fee will be charged with every item returned.

Returns are easy here at MyLEDLightingGuide.com. Simply email our returns department at returns@myledlightingguide.com for a RMA number. In the email include your name, order number, items you'll be returning and reason for return. A customer service representative will email you an RMA number within 24 hours. Items must be in new condition, uninstalled and in original packaging. Special ordered items are not returnable. Returns must be made within 15 days for your purchase.

Once you receive the RMA number, simply fill out our PDF return form and include it in the return package. The return form contains the return to shipping address. Ship the order back with the RMA number written clearly on all boxes. Orders returned with out an RMA number will be not be processed.

Please Take Note: Shipping costs are non-refundable. Customers are responsible to return the item(s) prepaid. In addition, credit is not given for lost returned packages. When returning an item we strongly advise using a traceable shipping method since we are not responsible for lost or damaged return packages. We strongly recommend that you insure all returned items for shipping damages. Any product damaged during the return shipment will not be accepted unless it has been insured.

What is Your Exchange Policy?

We currently don't offer "exchanges". We find it's easier to enter a new order and credit your account once the return has been processed.

How Long Before I Can Expect to See a Credit on My Account?

After returned items have been inspected, you will receive an email with the credit total. You can expect to see a credit to your account within 3 to 5 business days, depending on how quickly your bank processes the request.

Do You Charge Restocking Fees?

All returns are subject to a 25% restocking fee. Restocking fees are generally waived with an offsetting order.

What if Some or All of the Items I Ordered Arrive Damaged?

Upon receipt of your order, please inspect the contents for damage. If anything has been damaged in transit, contact our customer care department at 1-888-423-3191 within 48 hours after delivery. A customer service person will assist you in filing a claim with the carrier. A replacement part or product will only be sent after we receive the returned item.

What is an OEM Warranty and what is an extended warranyu?

All our products carry and OEM or manufacturers warranty. The length of these warranties are set by the manufacturer, and covers parts replacement. The manufacturer has the right to inspect the returned item to ensure that it was failure of the product and not damage caused by faulty installation, or used in an application that it was not intended for. (note: this is not a complete list of reasons why a manufacturer may reject a warranty claim). An optional extended warranty takes over from the OEM warranty starting in year 2 of the warranty, and covers parts, labor, shipping and replacement even if the manufacturer is not around to fulfill their warranty requirements.

Privacy and Security

Is Shopping at This Site Secure?

All Internet activity provided through this website, including credit card transactions, is protected using Secure Socket Layer (SSL) encryption. SSL encryption is used to prevent your personal information from being captured as it is being transmitted electronically over the internet. Additionally, this website is tested and certified each day using SiteLock Security Service.

How Will You Use My Contact Information?

A valid email address and some personal information (name, address, etc) is required to provide confirmation of your order. A valid phone number is required so we can contact you directly in case of a problem with your order or if an update is necessary. We never rent or sell your personal information to anyone. Your privacy is very important to us.