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Customer Service

Hours of operation: 8 a.m. to 5 p.m. PST

 

Need assistance? Customer Service is here to help.

Technical Questions: [email protected] or Contact us

Please submit a brief question and we will have our lighting experts respond promptly to help identify the correct item for your application.

 

 

       

Shipping & Delivery

Free Shipping Ground On All Orders Above $65 or More!

RAY-LITE Industries strives to provide a superior customer service experience while providing affordable, commercial grade products. Shipping costs are calculated at the time of purchase and determined by product weight and quantity. Heavy and bulky items require special attention and must be shipped separately. For these items, a standard rate will be charged. Tracking information is provided via email following shipment of your order.

Shipping Time -- Most orders received before 2:00 PM (PST) will ship the same day, provided the product ordered is in stock. Most orders received after 2:00 PM will ship the next business day. Orders requiring expedited service must be received, processed, and have the payment verified by 2 PM PST to be shipped the same business day. Orders are not processed or shipped on Saturday or Sunday, except by prior arrangement.

If your order cannot be shipped right away (e.g. back order, low inventory, special shipping, etc), we will notify you within 5 business days using the email address provided at checkout. Your actual delivery time may vary based on order volume and the shipping method chosen.  We strongly recommend that you always choose to have the carrier’s tracking number sent to your email address.

Customer is responsible to have someone available at the 'SHIP TO' location to accept packages!  This is a UPS, USPS requirement.

UPS charges a penalty for incorrect or incomplete addresses.  Those charges ($XX/box) will be passed through to the customer’s Credit Card or PayPal account.  UPS also charges penalties if they are unable to deliver a package after three attempts. ALL courier charges resulting from a customer’s failure to provide accurate information, or failure to receive their shipment, are the customer’s responsibility.

 

Order Cancellation

A request to modify or cancel an order can be made through your Account Manager or our Customer Service department. As part of our efforts to provide   superior customer service, orders are typically processed shortly after being placed. Please note once an order has reached a certain level in the             fulfillment process, it may be too late to modify or cancel.

 

    Returns & Replacements

We sell only first quality merchandise and take every effort to ensure safe delivery to you in a timely manner.

Many types of light bulbs are sold only in full cases to help preserve the integrity of the manufacturers’ original packaging. Other items sold individually may also require additional packaging. Oversized and heavy items may incur additional fees charged by the courier, or for special handling and packing materials required.

Please inspect your order immediately upon receipt and inform Customer Service if any items have been damaged in shipment. Damage reported later than 2 days after receipt is not considered shipping related, and may not be eligible for refund or replacement.

Returns, Refunds or Exchanges must be submitted within 15 days of the original purchase date.

Our goal is to provide you with both quality products and quality customer service. In some cases, a refund or replacement for goods damaged in shipment may be preferable to a return. For example, if the total amount of damage is determined to be less than $10, we may choose to issue a refund for the damaged item. Similarly, if there is one broken light bulb or tube in a case, we may choose to issue a refund rather than shipping an individual bulb. This determination will be made at the sole discretion of RAY-LITE Industries, based on the particulars of that situation.

Replacement Limits

Orders in excess of $2,000.00 are not eligible for return.  Also, if the total amount of credit due to defective or damaged product is less than $25.00, a refund will be issued to the customer as opposed to replacement products.  After 30 days, the customer is responsible for the shipping cost of warranty replacements.

 

Returns

15-Day Return Policy

In order to initiate a potential return, an Return Merchandise Authorization (RMA) must be completed and approved.  All returns must be pre-approved with shipping prepaid and in the original resalable packaging.  Returned products must not have been used, installed or modified in any way. All shipments must be accepted and received in order for a return and/or credit to be considered. 

Shipping costs are not considered to be refundable and in certain circumstances RAY-LITE Industries may charge a restocking fee. You are responsible for pre-paying the return shipping.

 

Warranty

Reliable manufacturing warranties apply to most products offered by RAY-LITE Industries with few exceptions.  Where there may be an exception, RAY-LITE will carefully examine a Non-Warranted Product that is accompanied with a Return Merchandise Authorization (RMA) to insure customer satisfaction.

 

Manufacturer’s Warranties

RAY-LITE Industries, Inc. established since 1939 has long standing relationships with its manufacturing partners and requires that the products offered through our e-commerce solutions come with a full written warranty that are typically available to all customers if requested or broadly on line.  Many manufacturers’ warranties are published via the manufacturer’s web site and many times readily available next to the product description.

Non-Warranted Products

Products may be returned within 15 days of the shipment date, subject to the following:

All fixtures are considered Special Order and are not eligible for return.

Strip or rope lights are not returnable.

Sample kits are not returnable.

Aluminum channel is not refundable.

Certain other products may be designated on-refundable products.

All returns must be pre-approved by RAY-LITE Industries, Inc. after being given a Return Merchandise Authorization (RMA) number which must be clearly identified with the return.

Please note packages must be received (not refused under any circumstances) and inspected.  If damage is visible upon receipt, please make detailed notes on the shipper which is required by freight companies during the claim process.  Always notify us within 24 hours of receipt.

 

Ballasts, Puck Lights, & Strip LED

These products are pre-tested and have very rare defective occurrences.  It is common when these items are reported defective it is often faulty or improper installation.

 

WARNING: Wiring and installation of electrical components require a high degree of certified expertise and can be very complicated.  These items should be attempted by a licensed electrician only.  Installation of Ballasts, Puck Lights, and LED strip lighting poses serious risks of electric shock which can lead to injury or death.

 

Shipping Errors/Web-Site Misprint

If the customer is in receipt of an error in shipment, the correct replacement products will be shipped at no additional charge and a prepaid return shipping label will be provided to send the original item back.

 

Refunds

If the item meets the criteria for a qualifying return as described above, the refund will be issued immediately.  Refund credits can be issued only to the card used during the original purchase according to U.S. law. In the event a credit cannot be issued to the original card used for purchase due to lost card, etc, an attempt on our part has to be made at least once and before a company refund check will be sent to the purchaser. The company check process can delay the time taken to receive the refund.