FREQUENTLY ASKED QUESTIONS

1. Where are you located?
2. Do you have showrooms?
3. What are your Customer Service Hours?
4. Do you sell parts to light fixtures?
5. How can I place an order?
6. Can I place an order by phone?
7. What payment types do you accept?
8. How much will shipping cost?
9. Do you offer expedited shipping?
10. Does LightsOnline.com collect sales tax?
11. I didn't receive a confirmation e-mail – is my order being processed?
12. How many days until my purchase ships?
13. If I make an online purchase through LightsOnline.com, is my information safe?
14. What if I need to cancel an order?
15. What is your return policy?
16. What if an item goes on sale after I have already purchased it?
17. Do you have a price matching program?

1. Where are you located?

We are headquartered in Duluth, GA.

2. Do you have showrooms?

Yes! We are a division of Progressive Lighting, Inc., which has showrooms under the Progressive Lighting and Lee Lighting names in Georgia, North Carolina and Texas. To find the showroom location nearest to you, see our store locator.

3. What are your Customer Service Hours?

LightsOnline.com customer service hours are Monday - Friday: 9 a.m. to 5 p.m. Eastern Standard Time. 

Please direct any showroom inquires to our branch locations, which are listed on our store locator.  Our showroom hours are Monday - Friday: 9 a.m. to 5 p.m., and Saturday: 10 a.m. - 6 p.m. Easter Standard Time.  We are closed Sunday.  

4. Do you sell parts to light fixtures?

We currently sell the following parts/ add-ons for light fixtures and fans:

• Ceiling fan blades
• Ceiling fan downrods
• Fan controls
• Fan light kits
• Posts for outdoor post lights
• Pier mounts for outdoor lights

Please keep in mind that many of the parts offered on our site are specific to particular models or brands, and may not be compatible with others. Feel free to call us if you have questions about the compatibility of a part.

5. How can I place an order?

Once you have selected an item, the easiest way to place an order is to click the grey "add to cart" button on the product detail page. When you are ready to check out, click the "Shopping Cart" button in the top right corner of your screen. You will see a summary of your order, which you will be able to change. If you are a new user, you will need to create a user name and password to continue to the checkout process.

If at any time you experience problems in the online order process, please contact customer service at 1-866-688-3562 and we will be happy to assist you.

6. Can I place an order by phone?

Absolutely! Simply call Customer Service at 1-866-688-3562 during normal business hours and we will be glad to take your order by phone.

7. What payment types do you accept?

We accept Visa, Mastercard, Discover and American Express credit and debit cards.

8. How much will shipping cost?

At LightsOnline.com, shipping is free for orders over $49. For customers in Alaska and Hawaii, shipping charges will apply. We will contact you with expected shipping charges before any items ship. Please see our Shipping Policy for more information.

Showroom orders may not be eligible for free shipping, please check with your lighting consultant for more detailed information.

9. Do you offer expedited shipping?

Depending on the vendor and availability of the item you have chosen, we may be able to offer expedited shipping for an additional charge. Please call Customer Service to inquire about expedited shipping.

10. Does LightsOnline.com collect sales tax?

There is no sales tax for online orders from most states. We only collect sales tax from five states (where we are required by law to collect tax): Georgia, Texas, North Carolina, California and South Carolina. In these states, the tax rate is the same as in your city and county of residence. 

All items purchased in our showrooms will be charged sales tax.

11. I didn't receive a confirmation e-mail – is my order being processed?

If you placed an order online and you did not receive a confirmation e-mail, be sure to check your e-mail spam filter. If you still do not see it, please call us. We will confirm that your order was received, and re-send you the confirmation e-mail for your records.

12. How many days until my purchase ships?

This depends on the manufacturer, and availability of the item ordered. In the event that you place an order and the item is backordered, we will notify you. You'll have the option to cancel your order at that time. You will not be charged until the item ships, unless for some backordered and custom/made to orders.

If your order contains items from multiple manufacturers, your items will ship separately and may arrive at different times.

Below is a list of typical lead times for each manufacturer (if the item requested is in stock). For a more accurate estimate, please contact us.

• Access Lighting: 3-5 business days; also offers made to order items, see below *
• Ambience:  2-3 business days
• American Flourescent: 4 business days
• Casablanca:  3-4 business days
• Elk Lighting: 3-5 business days
• George Kovacs: 2-3 business days
• Great Outdoors:  2-3 business days
• Hinkley Lighting:  1-3 business days
• Hudson Valley: 2-3 business days
• Hunter Fans:  3-4 business days
• Landmark Lighting: 3-5 business days
• Lithonia Lighting: 2-3 business days; also offer made to order items, see below *
• Minka Lavery:  2-3 business days
• Murray Feiss: 2-3 business days
• Quoizel: 2-3 business days
• Savoy House: 1-2 business days
• Schonbek: 4-6 weeks (made to order item); Quick Ship Schonbek items: 5 business days
• Sonneman:  2-3 business days
• Troy Lighting: 2-3 business days; also offers made to order items, see below *
• Uttermost: 2-3 business days; also offers made to order items, see below *
• Varaluz:  2-3 business days; also offers made to order items, see below *

* Made to order/Custom items may take 2-4 weeks.

13. If I make an online purchase through LightsOnline.com, is my information safe?

Yes - we take security very seriously. We protect the sensitive information you give us, such as credit card numbers, by using Secure Sockets Layer (SSL) software, which encrypts the information you share with us. See our Privacy Policy for more information.

14. What if I need to cancel an order?

You may cancel your order without penalty, as long as the item has not shipped. If the item has already been shipped, we will treat it as a return.  Please call Customer Service at 866-688-3562 to cancel your order.

15. What is your return policy?

We offer a no-hassle return policy. Most items can be returned within 30 days of receipt, if uninstalled and in the original condition. See our Return Policy page for more information.

16. What if an item goes on sale after I have already purchased it?

If an item goes on sale on our site, we will honor the sales price by refunding the difference, as long as you request a refund within 30 days of your original purchase. For more information, please see Price Guarantee & Protection.

17. Do you have a price matching program?

Yes. If you find an advertised price online that is less than ours for a particular product, we will gladly match the price. Be sure to bookmark the page where you found the lower advertised price, as we'll need it for verification. 

This policy also applies to our Showrooms, where we have a "Low Price Guarantee".  If, before you make your showroom purchase, you find the advertised product available for less from one of our competitors, we will gladly match the price.  If you find an item for a lesser price within 30 days of making your purchase, we will issue you a Showroom Credit for your use on a future purchase. 

Clearance items are excluded for both online and showroom purchases.