Customer Service

COVID-19: As things evolve over the next few weeks, we're dedicated to make your shopping experience as smooth as possible. While our Chicago showroom is temporarily closed, orders are still shipping from our warehouse and vendors, both domestic and overseas. For the handful of brands on temporary shutdown, we've flagged their items on our site.

In light of everything going on in the world, we're extending our Return Policy from 30 days to 60 days. We hope this helps make your next project or remodel that much brighter.

Our staff is fully operational and here to help you every step of the way.

Contact Us


Returns & Exchanges

We understand that sometimes, items you purchase are simply not right for your environment. They do not match your décor, or you simply do not like them. If you are unsatisfied with a product for any reason, you may return the item to Lightology within 60 days of delivery, or exchange it for something else (restocking fees may apply). We want to ensure you get the right product for your space and our unparalleled selection of contemporary lighting products from around the world helps make this happen.
Fill out our Return Request form to initiate a return.

Products Not Eligible for Return/Exchange

Sorry, we cannot accept returns on:

  • Custom and built-to-order items
  • Floor models, Open Box, and Clearance Items
  • Large orders (single fixtures over $5,000, orders totaling over $5,000 on multiple quantities of the same fixture)
  • Any product that has been modified, installed, or used in any way (including cut, clipped or stripped wires)
  • Items not in resalable condition or items missing the original packaging
  • Items not purchased from Lightology
  • Items not purchased by the original customer (we require the original purchase receipt)

Products eligible for return/exchange include items in original, new, uninstalled condition with all original parts, and packaging. You may return any item that qualifies under these conditions within 60 days of delivery. If Return labels are provided, return shipping will be deducted from your refund.
Fill out our Return Request form to initiate a return.

Restocking Fees

Restocking fees can vary depending on the brand and the product. Some manufacturers charge restocking fees on returned or exchanged products. However, Lightology has worked with all our partner brands to offer you the best possible return/exchange terms. Return/Exchange terms are noted on each product page.

Cancellations

You can cancel an order within a 72 hour window of order placement, unless it is a custom item or special order restocking fees may apply. If your order has already shipped (even if under 72 hr window), it cannot be canceled, and will be treated as a return. Cancellation fees may apply for orders being consolidated at our warehouse. Any cancellation fees imposed by the manufacturer will be your responsibility and will be deducted from any refund. To request an order cancellation, please contact our team using our Customer Service Contact Form. Please be sure to include your name, address, Lightology order number, items to be cancelled, and the reason for your cancellation. You will receive an email detailing your cancellation request, followed by another email detailing if the cancellation request was successful. Please allow up to 72 hours to receive your cancellation confirmation.

Please be aware that if your order is already in route from its original location, it cannot be rerouted, redirected, or cancelled. Should you wish to return the item, please fill out a Return Request and you will receive return instructions within 2 business days.

Note: Do not refuse delivery of non-damaged goods as this will result in a restocking fee. Additionally, delivery refusal may also result in the loss of your product and may negate the possibility of a refund. You may also be charged for round trip shipping costs.

Defective Product

We understand that sometimes products have a manufacturer’s defect. All items are offered with a one year Lightology warranty. Any qualifying defective item purchased from Lightology that is returned within one year of purchase will be repaired or replaced at the company's discretion. Repairs for items that are still under warranty will be covered at no charge. If you would like report a defective item please contact us using our Claims Form. Once your claim request has been received a Claims Specialist will reach out to you within 2 business days.

Shipments Claims

We understand that items can be damaged during the shipping process. We also understand that from time-to-time, something may arrive missing parts or components. Our damaged goods/missing parts policy and process is designed to deliver to you a resolution in the timeliest manner possible, at no expense to you. All damages must be reported within 72 hours. of delivery. Lightology cannot be held responsible for any missing, or damaged goods if we are not notified within this time period. If you suspect that your Lightology order was damaged during shipment, please contact us immediately using our Claims Form. Please provide photos of the damaged product and packaging. Once your claim request has been received a Claims Specialist will reach out to you within 48 hrs.

Pickup Orders

Orders placed for pickup are considered shipped upon notification that the order is ready for pickup. Orders not picked up within 30 days of notification are subject to a 2% per month storage fee and/or a 50% restocking fee. Initial and Return shipping charges are not refunded for returned items.

COVID-19: As things evolve over the next few weeks, we're dedicated to make your shopping experience as smooth as possible. While our Chicago showroom is temporarily closed, orders are still shipping from our warehouse and vendors, both domestic and overseas. For the handful of brands on temporary shutdown, we've flagged their items on our site.

In light of everything going on in the world, we're extending our Return Policy from 30 days to 60 days. We hope this helps make your next project or remodel that much brighter.

Our staff is fully operational and here to help you every step of the way.

Contact Us


Price Match

Lightology wants you to be confident that you are receiving the best prices anywhere by shopping with us. If you find the same exact product advertised for less by one of our competitors within 30 days of your purchase, we will gladly match that price including shipping and handling.

Please note that our Price Match Guarantee applies only to the identical product from the same manufacturer. The competitor must be a US authorized dealer of the product and it must be a stock item, available for shipment and not on extended back order. A website link or written quote from the competing vendor for the same product(s) shipped to the same address must be sent to Lightology. Sales tax, shipping and handling will be factored in to determine final price. Price Match Guarantee does not apply to clearance items. Additional discounts may not be applied when Price Match is used.

Please contact us for price match requests.

Pricing or Product Description Discrepancies

We make every effort to assure the accuracy of the pricing and product information on our website. From time to time, pricing or product information may be inaccurate. In such cases, we reserve the right to cancel your order. A complete refund will be made for any items that have not yet been shipped. In the event of inaccurate product information, our sole responsibility will be to accept the product return and provide a customer refund.

Shipping Charges

Lightology offers free ground shipping on most retail web lighting orders over $50, shipped within the continental U.S. Shipping to Alaska, Hawaii and international destinations are available for an additional fee, and subject to change. Expedited Delivery is also available for an additional charge.

You can track your order here.

Quoting Policy

Quotes are valid for 30 days. Expired quotes must be re-priced with the vendor to account for potential price and lead-time changes.

Sales Tax

Lightology collects sales tax in the following states: Arizona, California, Colorado, Connecticut, District Of Columbia, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Massachusetts, Maine, Maryland, Michigan, Minnesota, North Carolina, Nebraska, Nevada, New Jersey, New Mexico, New York, Ohio, Oklahoma, Pennsylvania, South Carolina, Texas, Virginia, Utah, Washington, Wisconsin. Sales tax collection can be waived if a current and proper sales tax exemption certificate is provided. Please contact your Lightology sales rep or email tax @ lightology.com to set this up.

Sales Tax on Trade Orders

Lightology charges sales tax on orders shipping to the states above. Sales tax can be waived with a valid resale certificate in the Ship To state. Please contact your Lightology sales rep or email tax @ lightology.com to set this up.

Trade Pricing

We do offer trade privileges for trade professionals who are members of the design industry such as lighting designers, architects, interior designers, hospitality and real estate groups, electricians, developers, contractors and distributors. To apply for trade privileges, fill out this online form.

Privacy Policy

Lightology values its customers and respects their privacy. When placing an order, we need to know your name, email address, credit card billing address, mailing address, telephone number, credit card number, and credit card expiration date. This allows us to process and fulfill your order, and to notify you of order status.

We may contact you periodically via direct mail or email with special discounts and new product announcements. If at any time you choose not to receive this information, simply call us at 1-866-554-4487, email us at marketing@lightology.com, or click on the opt out link at the bottom of each email. We will never sell or rent the information you provide to us to any third parties-ever.

We use the latest Secure Sockets Layer (SSL) encryption technology to ensure the safety of all e-commerce transactions on our website. As your personal purchasing information travels across the internet to us, the software encrypts and scrambles your name, address, credit card and other private information, making it impossible for a third party to see or intercept your information. Lightology.com is a secure e-commerce site.

Credit card transactions are handled by a respected third-party financial institution, which receives the credit card number and other personal identifying information only to verify the credit card numbers and process transactions.

We may set and access cookies on your computer to improve your shopping experience. You can configure your web browser to accept all cookies, reject all cookies, or notify you when a cookie is set.

If we decide to make any changes to this Lightology Privacy and Security Policy, you will be notified via email, and we will post changes to this web page.

Credit Card Security

We use the powerful 128-bit Secure Sockets Layer (SSL) encryption to protect the security of your credit card information as it is transmitted to us. It is the strongest encryption available, regardless of browser version encryption technology. SSL is the gold standard in Internet encryption technology, which is a fancy way of saying that it is a highly sophisticated method of scrambling data as it travels from your computer to our website's servers.