Help & FAQ | Concord Lighting

Q. What forms of online payment do you accept?
A. We currently accept payment by PayPal, Visa, MasterCard, Discover and American Express credit cards.

Q. Is it safe to provide personal information and to use my credit card when purchasing items from Concord Lighting?
A. Privacy and security are very important to Concord Lighting. We protect the personal information you give us, including credit-card numbers, by using Secure Sockets Layer (SSL) software. This software encrypts the information that you give to us and makes it significantly more secure, statistically, to purchase products with us than when you use your credit card through many other retail outlets. Visitors using Microsoft Internet Explorer 3.0 or higher, Netscape Navigator 2.0 or higher or America Online 3.0 or higher benefit from this encryption. Also, rest assured that Concord Lighting will never sell or distribute your e-mail address. Please see our Privacy Policy page for complete information.

Q. Will I have to pay sales tax on the items I order online?
A. By law, only residents of California will be required to pay sales tax, using the current Los Angeles County rate at the time order is placed.

Q. How can I keep track of my order after I place it?
A. When you place an online order with Concord Lighting, you will receive an e-mail confirming your order, listing the products ordered, the shipping address, your payment method and a unique order ID. Your full credit card information is never sent in any correspondence from us. You will also receive a second e-mail telling you when your order ships, which will include carrier tracking numbers. Concord Lighting will never sell or distribute your e-mail address.
    You can also track the status of your order on our Check Your Order Status page. Simply enter the order number you received in your e-mailed order confirmation then click the search button. Your information will be displayed. Please keep in mind that overly large or heavy items must be sent by a freight-shipping service. Your order status will begin to appear on our update page within 24 hours of placing your order. Please see our Privacy Policy page for more information.

Q. How do I use my coupon code?
A. When you check out, you will find a field in which you can enter any coupon code you have available.

Q. Can I return an item if I’m dissatisfied?
A. Yes. Our top priority is your complete satisfaction. You may return most items in like-new condition and in the original packaging within 30 days of your receiving the item. Please see our Return Policy page for complete information. Please note that some of the manufacturers we represent impose a restocking fee. The product page will display a particular manufacturer’s return policy. Be sure to take note of it. Or you may refer to our list of manufacturers that charge no restocking fee. In the event you return an item that has a restocking fee, that fee will be deducted from your refund. Also please note that returns made without a Return Merchandise Authorization (RMA) will not be accepted. All sales on clearance items are final.

Q. What is White Glove Delivery?
A. Our White Glove Delivery Service is a special service for the home delivery of our oversized furniture, special order furniture, and other related product. Call 877-702-6626 for assistance and cost.

Q. What carriers do you use to deliver products from Concord Lighting?
A. Concord Lighting ships products using major ground carriers, including UPS andFedEx.

Q. How are shipping costs calculated?
A. Charges for shipping and processing on all items will be based on the product’s size, weight, delivery destination and other factors. Expedited shipping may be chosen for additional fees. Please see information on our product-description pages.

Q. How can I contact Concord Lighting if I have a question or a problem?
A. We welcome all calls at 877-702-6626. You may also e-mail us at customerservice@concordlighting.com

Q. If I have technical problems with the Concord Lighting Website, should I use the same contact information as above?
A. Yes.

Q. What if I don’t know what category the product I want is in?
A. You will find help by visiting our Guide Me, which helps you shop by room, style, occasion or brand.

Q. Does Concord Lighting accept international orders?
A. Yes we do. International orders require a minimum total of $200 in U.S. funds. They must also be paid by wire transfer, with the exceptions of Alaska, Hawaii, Puerto Rico, Canada, the U.S. Virgin Islands, American Samoa, FPO and APO addresses. Please note that all international sales are final. We cannot accept returns on orders shipped to international addresses, with the exceptions of Puerto Rico, Canada, the U.S. Virgin Islands, American Samoa, FPO and APO addresses.

Q. Do your products work properly overseas?
A. Light bulbs and electrical products that Concord Lighting sells are intended for use only on the North American 110-volt system. Items with cords and plugs use Type A or Type B North American plugs.

Q. How does your 110% Guarantee work?
A. Complete customer satisfaction is our number-one goal at Concord Lighting. And that includes making sure you pay the absolute lowest prices for the items you purchase from us. So in the event you find an advertised price that is lower than ours, just let us know within 30 days (price must include shipping, handling and any applicable taxes). We won’t just match the lower price—we’ll refund you an additional 10%. Just a few conditions apply:

• The comparison item must be identical to ours, with the same options.
• The comparison item must not be a factory “second” or have any type of manufacturing imperfection.
• The seller of the comparison item must be an authorized retailer for the product.
• The lower-priced item must be an in-stock product, ready for shipment, with no extended back-order or manufacturing wait.
• The lower price must be published publicly, or you must have a written price from our competitor.
• Unfortunately, we cannot extend this offer for framed art, light bulbs or certain specialty items.
• We are also unable to offer the full 110% Guarantee to some brands with IMAP, UMP and UPP. In these cases, we will be happy to offer a 100% price guarantee.
• Certain brands place restrictions on their retailers, making it impossible for us to offer the 110% Guarantee. These include Craftmade, Hubbardton Forge, as well as a few other brands. Additional restrictions and exclusion of brands may be applicable.

As long as these conditions are met, just send an e-mail to us at customerservice@concordlighting.com. Include the Internet address (URL) of the retailer that is offering a lower price. Include your name, phone number and a description of the product in question (i.e., manufacturer name, product name, item number, etc.).
If the lower-price offer is not available on the Internet, you can mail or fax us a printed ad or a written price quotation.

Fax: 661-702-8440
Mail:
Concord Lighting
28130 Avenue Crocker, Suite 302
Valencia, CA 91355

Simply make sure to observe the following guidelines:

• Our 110% Guarantee cannot be used along with any other coupon or special-price offer, and it doesn’t apply to products with limited-quantity offers, closeouts, clearances, manufacturer’s rebates or bulk-quantity items. The lower-priced item must be a new, first-quality product, factory-sealed, of identical brand and SKU. Typographical errors do not make an item eligible for the guarantee. Our price adjustments are based on the sales price of the product, including all shipping charges that apply. Also, we do not include sales tax in the calculation. In addition Concord Lighting has the right to make a determination as to whether the lower-priced item constitutes a fair comparison to the item we sold you. We also have the right to decline selling any item at a price that is lower than its cost to us. In addition, our 110% Guarantee does not include the freight cost of oversized shipments.

Q. How would I receive my refund under your 110% Guarantee?

A. Shortly after we receive your returned item, we’ll inspect it to make sure it qualifies, then we’ll send you an e-mail notifying you of your refund. After that, we will do our very best to send you your refund as quickly as possible, usually within two to three weeks. We will credit your refund to the credit-card account you used to purchase the item. Or if you paid by check, we will refund your purchase price via the U.S. Postal Service. Please allow an extra two to three weeks for this. Also, please understand that we are able to refund shipping costs only if the return is the result of our own error. We ask you not to request a charge-back from your credit-card company while we are processing your return. These procedures can take a very long time to resolve, and you are likely to receive your return faster by following our procedures. If you do submit a charge-back, Concord Lighting won’t be able to issue you credit for your return until the credit-card company’s charge-back process has run its course, which could take as long as six months.