Return Policy | Concord Lighting

Shipping

General Delivery Information
Concord Lighting strives to ship every order as quickly as possible. Following approval of credit and shipping, delivery may require up to seven days, depending on your location.

Free Shipping On Thousands Of Items
Concord Lighting offers free shipping for all qualifying items! All products available for free shipping are clearly identified on their product page. Each item page will clearly state the shipping options with, “This product is eligible for free shipping” or “This item ships free!”

All standard sized orders offering free shipping must be a minimum purchase order of $200: either by the single cost or a combined total of qualifying products. Standard-sized eligible products will be shipped by standard ground parcel service. Free shipping offers are limited and subject to change without notice.

All oversized eligible products offering free shipping must be a minimum purchase order of $2,500: either by the single cost or a combined total of qualifying products. Oversized eligible products will be shipped by standard freight service. Free shipping offers are limited and subject to change without notice.

You may contact us with any questions by calling 877-702-6626. If you are a participant in our Direct-To-Trade program, please call 661-294-9898.

Items That Are Out Of Stock
On rare occasions, Concord Lighting may be sold out of a certain item when you order it. If this is the case for an item you order, we will send you an e-mail message as quickly as possible. You may then decide to keep the order placed or to cancel it.

Basic Ground Shipping And Processing Fees
Concord Lighting ships products using major ground carriers, including UPS and FedEx. Charges for shipping and processing on all items will be based on the product’s size, weight, delivery destination and other factors.

Delivery By Basic Freight
Certain heavier items may be shipped by Basic Freight Delivery. This is an economical and dependable method of shipping your product to your door within two to three weeks. Deliveries are made on week days, during daytime hours only. You will be contacted via phone by a representative of the freight company to arrange an appointment for delivery. Added charges may be applied for shipping to remote areas or for otherwise complex deliveries.

Delivery By Overnight Or Second- Or Third-Day Express
Express delivery options are available on certain orders for an additional fee. Information can be provided by our customer-service representatives at 877-702-6626. If you are a participant in our Direct-To-Trade program, please call 661-294-9898. Before your order is shipped, we will apprise you of any additional charges.

Post-Office Boxes
Unfortunately, we are unable to ship products to any post-office box address at this time.

Canadian Orders
Orders from Canadian residents that are paid for by credit card will be billed in U.S. dollars. If you pay by check, it must be in U.S. funds payable by a U.S. bank. Certain products are not available for shipment to Canada, including but not limited to unusually large items and some custom-made products.

Order totals for orders from Canada do not include customs charges, duties, dock fees, brokerage fees or any other charges related to international shipping. Customers in Canada are fully responsible for all such fees and charges. Returns, replacement orders or orders sent in multiple shipments are subject to the same policy.

Please understand that order tracking numbers will not be available for approximately three to four days until your shipment passes through our Toronto shipping facility. Also, our free-shipping offers apply only to shipments to destinations within the 48 continental United States.

International Orders
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. For assistance, call our customer-service department at 877-702-6626. If you are a participant in our Direct-To-Trade program, please call 661-294-9898.

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.

Orders for international shipping should be placed online following normal guidelines. The exception is that you will see a message informing you that your postal code is outside our normal shipping areas. After placing your order, we will contact you via e-mail with a shipping-cost quote for your approval.

After placing your order and approving any related shipping-charge quote, we will contact you via e-mail informing you of how to arrange payment to our bank. Please understand that Concord Lighting is not responsible for any wire-transfer fees or related charges. A $25.00 handling fee will be added to each order paid by wire transfer.

You may contact us directly for a shipping-cost quote by calling 877-702-6626. If you are a participant in our Direct-To-Trade program, please call 661-294-9898.

Shipping charges for international deliveries (i.e., outside the continental United States) will be quoted via e-mail within two business days of your order or request. Please remember that our offers of free shipping apply only to those shipments made to the 48 continental United States.

Please note that international shipping-charges quotes do not include customs charges, duties, dock fees, brokerage fees or any other charges related to international shipping.

Important: electrical products and bulbs offered by Concord Lighting are designed for use on the North American 110-volt system only. Items with electrical cords and plugs use Type A or Type B North American plugs.

Certain special-order products may be changed or modified for various regions of the world. Additional fees are charged for this service. Additional delivery time may also be required. For complete information, please contact us.

White Glove Delivery Service
Concord Lighting’s White Glove Delivery Service is a unique service intended for the home delivery of our oversized items. Those products that include White Glove Delivery will be identified on the product page for each items. This policy includes inside placement of an item, carrying it up two flights of stairs, unpacking it, and assembly taking up to 30 minutes. We’ll also remove packing materials from your home. For complete information, please call us at 877-702-6626 and speak to a customer-service representitive.

Sales Tax
Applicable sales tax will be added for shipments to residents of the state of California.

Changes And Cancellations
After placing an order, if you’d like to cancel or make changes, please contact our customer-service department as soon as possible at 877-702-6626. If you are a participant in our Direct-To-Trade program, please call 661-294-9898.

We ask you to contact us as quickly as possible because most of our items are shipped within two to three business days of your order. Some even ship the same day. We cannot guarantee cancellations until you receive an e-mail confirming it.

Damaged Products
At Concord Lighting, we go to great lengths to pack products so they will arrive undamaged. But despite these efforts, problems can occasionally occur. If your item arrives damaged, Concord Lighting will strive to replace it quickly. Please contact us within 24 hours of receiving your damaged item. Please keep all cartons and packaging materials. For guidance call our customer-service department at 877-702-6626. If you are a participant in our Direct-To-Trade program, please call 661-294-9898.

Order Tracking
You can 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.

The shipping company that is delivering your order also offers tracking capabilities. The e-mail containing your shipping conformation will contain a tracking number that you can use in tracking your order on the carrier’s Website. Please note that it may take up to 24 hours for the information to appear after placing your order.

For answers to any of your questions, please call our customer-service department at 877-702-6626. If you are a participant in our Direct-To-Trade program, please call 661-294-9898.

Trouble Receiving Your Items?
Please consider the following when trying to anticipate when your order will arrive:

• We must receive credit-card approval before processing your order.
• Ground deliveries are made only during normal business hours on weekdays, excluding holidays.

30-Day Return Policy

Simple Returns
Your satisfaction is our number-one goal. That’s why we are pleased to allow the return of any product in like-new condition and in original packaging with 30 days of your receiving it. When you place your order online, you are responsible for making an accurate product selection and entering the correct information. UPS only ships to addresses as listed with USPS. If your address does not match the USPS registered address, UPS will relabel your package(s) and you will be responsible for a $15.00 fee per package. We ask all customers who place orders by phone or chat to please review their receipts for accuracy within 24 hours. We’re sorry that we cannot refund additional fees for shipping internationally, shipping to Alaska or Hawaii, or any minimum-order fees.

Restocking Fees On Returns
Some of the manufacturers we represent impose a restocking fee. In the event you return an item that has a restocking fee, that fee will be deducted from your refund.

Custom Products And Non-returnable Products
Concord Lighting offers many products that are either custom-made or made to order. Because of this, these items cannot be returned and cannot be cancelled once the order has been placed.

Nonparticipating Manufacturers
Some manufacturers do not participate in our return program and must approve the return before you send the product back. This can take up to seven business days. Once we receive manufacturer approval, we will send you a Return Merchandise Authorization (RMA) number via e-mail. It will include a shipping label and instructions for returning the product.

Return Process

Step 1 – Complete our online claim form
Your return request must be in writing.

We are glad to accept the return of any online purchase within 30 days of your receiving it. Please understand the sale of promotional or clearance items are final. After we inspect your returned product, we will issue a refund to you for the value of the product, including taxes. All shipping charges are not refundable on returned items. For return of freight items, a pickup fee will be deducted from your returned fees after we process the credit.

Please call us first at 877-702-6626 to make sure your return is processed promptly and accurately. Your customer-service representative will give you a Return Merchandise Authorization (RMA) number and will tell you how to ship the item back to us. We cannot accept returns made without a Return Merchandise Authorization.

A preprinted return address form will be included with your order. Please write your Return Merchandise Authorization number on this form. Fill out the return form completely, then include it with your order and affix the address label to the outside of the package. Please send your return via UPS or FedEx and be sure to get a tracking number.

Respond to the order-return request e-mail with the tracking number and shipping date. If you can, please also include a copy of your e-mailed invoice with the returned product.

When we receive your returned product and inspect it for like-new condition, we will be pleased to issue you a refund for the purchase price (including tax) via the method of payment you used to purchase the product. We are unable to refund all shipping charges on purchases and returns. Please keep in mind that all merchandise must be in the original packaging and that installed products with cut wires or loose crystal will not be accepted.

Step 2 – Return Shipping Of Your Product
Ship the item back to us. The following are helpful hints:

• Pack it well. Pack your product in the original carton and packaging material. Be sure to use the return label provided or your own label. Write the RMA number precisely as instructed by Concord Lighting. To preserve its original condition, please do not write on the carton. Improper labeling may be grounds for denial of your return.
• Insure and ship the product. Send the item to the address provided using a shipper that will both give you a tracking number and confirmation of delivery via signature. The U.S. Postal Service cannot provide these services, so please use a different carrier. Denial of your refund may result if we are not able to confirm the deliver of your product.
• Tracking Number. You must return your product using a carrier that can provide you with a return tracking number. If you return your item without having a tracking number, you may be liable in the event the item is lost by the carrier. In that case, no refund can be issued. Having a tracking number will also make the return process go faster. Please hang on to your tracking number and send it to us via e-mail at returns@concordlighting.com. This way, we can track the progress of your returned item.
• You should receive credit for your returned item within fourteen days. If you do not receive it within that time, please contact us at 877-702-6626 or through Live Chat. Be sure to provide your tracking number, allowing us to process your credit more smoothly.

You must return your product to us within 30 days of the date on which we receive return approval from the manufacturer. After that time, your Return Merchandise Authorization will expire, and we will be unable to issue a refund.

If your returned product suffers damage in shipping, Concord Lighting will inform you through e-mail, and we will hold the product for up to 30 days. It will be your responsibility to file a damage claim with the shipping company and then tell Concord Lighting what you would like us to do with the damaged item. If we do not receive notification or a response from you within 30 days, the product will be donated to a charitable organization or will be destroyed.

Step 3 - Refunds
When we receive the returned item and inspect it and the packaging for like-new condition, we will start the refund-credit process.

Your refund will be issued using the same method you originally used to pay for it or by using a check from Concord Lighting. Check refunds are usually issued within 14 business days of approval.

For items that are returned without using the correct RMA number or that are sent to the wrong address, there may be up to a 50% restocking fee or complete denial of your refund. If credit is issued, it will be for store credit only. To avoid delays and unnecessary expenses, please read your return instructions carefully.

During the return/refund process, please do not request a charge back from your credit-card company. Because of the length of time required to resolve charge-back issues, it is typically better to let the return process take its course. If you do submit a charge back, we will be unable to give you credit for your return until the charge-back process has been completed, which can take as long as six months.

Products That Cannot Be Returned

• Custom-ordered products. This includes products that are made to order or any product that is termed non-returnable on the product page of our Website. See the list of manufacturers that do not accept returns.
• Special purchases. This can include inventory-sale items, clearance items, special discounts, custom quotes and similar items.
• Products that have been installed (including cut or clipped wires), assembled, modified or used in any manner.
• Any product whose condition would preclude resale.
• Any item that is not accompanied by a Return Merchandise Authorization Number issued by Concord Lighting.
• Any item that is not returned using the original box with acceptable packaging materials.
• Large orders. This includes orders consisting of ten or more of a single item or orders with an invoice total that exceeds $2,500. If you are considering a large order, we recommend first ordering a single sample for your assessment.
• Light bulbs, parts and lamp shades.
• Items ordered with expedited shipping and charges for shipping to Alaska, Hawaii, and international locations.
• Any product that was not purchased from Concord Lighting.

Policies On Defective And Damaged Goods

Those customers who sign for delivery of an item and do not note “damage” assume all responsibility for damaged merchandise. If the product itself seems to have incurred significant damage, you may reject delivery. Please notify Concord Lighting of any such refusal of delivery so we can anticipate the return of the item and send you a new one.

Concord Lighting will be pleased to replace or repair damaged and defective goods at no additional cost. If you’d prefer a return instead of a replacement, the return policies stated above apply. A restocking fee may be deducted from your credit.

If a customer fails to follow the return procedures for damaged items outlined on this page, it may result in an additional charge for the free replacement item.

Items that are returned and subsequently found to be in working order or shipped as ordered may be ineligible for refunds. In these cases, Concord Lighting will contact you via e-mail, asking for a decision on whether to send the product back to you at your expense or to refund with a 50% restocking fee and store credit.