Home » Customer Service

Outstanding Customer Service Is Our Promise To You

We want you to have the correct product to accent your home the first time through. Our Lighting Experts will help you with any questions you might have on finishes, textures, light output, and measurements to help you purchase the correct light the first time. This saves you time and money, and finishes your project on time and in true style. If you are looking here in advance of a purchase, please give our Lighting Experts a call first at 866-344-3875 to assist you in making the best purchase to avoid returns or exchanges.

Contact Us

Our knowledgeable staff of Lighting Experts are now at your fingertips! Pease feel free to call us toll free at 866-344-3875 or by email at customerservice@lightingnewyork.com with any lighting design questions you might have.

If you live in the New York City area, or are planning an upcoming trip, we would love to see you! Drop in to one of our showrooms for some one on one lighting advice from one of our experts!

If you prefer to contact us by mail, you can mail all inquiries to: WAC Lighting Lights
c/o Lighting New York
138 Bowery 2ND Floor
New York, New York 10013

Our experienced staff has over twenty years worth of design experience and is eager to help you find the perfect lighting fixture to suit both your needs as well as your décor. We look forward to hearing from you soon!

Ordering Information

Customers who place orders online are responsible for the accuracy of their product selection and information entered. Customers who place orders by phone or chat must review their receipt for accuracy within 24 hours.

At Check-Out:

  1. Enter in billing information
  2. If your shipping address is different from billing, enter the shipping address details
  3. You will receive two email confirmations including account information, one confirming your order and one confirming payment

No Sales Tax
WAClightinglights.com does not charge sales tax. This excludes Pennsylvania shipping addresses which will be charged an additional 6% sales tax.

When your order is shipped you will receive a shipping confirmation via-email.

We accept Visa, MasterCard, Discover and American Express through our online payment system.

Please note: If you use this site, you are responsible for maintaining the confidentiality of your account ID and for restricting access to your computer. You also agree to accept responsibility for all activity that may occur under your account ID and password.

Shipping Info

Shipping Rates
WAClightinglights.com ships most items via UPS in the 48 Contiguous United States (Alaska, Hawaii, and Puerto Rico do not apply) free of charge for purchases over $49. There will be additional charges for rush delivery or motor freight.

In the event no one is home to receive your order, we recommend you send your package to a business address to ensure delivery. Sending your package to a commercial address will also guarantee a speedy arrival.

Motor Freight
Some of our products cannot ship via UPS ground and must ship via motor freight. These items will have an additional shipping, handling and/or crating charge added. Charges will be calculated based on weight, size, and destination. Motor freight charges shall include "curbside delivery" to the shipping address only and shall not include optional services such as transferring the items inside the residence. Any additional services required (inside or white glove delivery) may be provided at an additional charge and must be requested at the time of order.

Tracking Your Order
For your convenience, to track your order, click on the My Account link on the WAClightinglights.com web site and log in. Then simply click on the Order History button to get real time order status.

Guarantee

WAClightinglights.com guarantees all products against all defects for 30 days. If you receive a defective item, we will pay all return shipping on the item and ship an identical replacement to you at no extra charge.

Privacy Policy

WAClightinglights.com does not sell or lend customer information to third parties.

Cancellation Policy

We are happy to assist you in the cancellation of any order prior to shipment. Please call our customer service at (866)344-3875 to request cancellation of your order. We will verify the order status and process your cancellation and refund immediately if able. If your order has already shipped, we will assist you in starting the return process as per the "Standard Return Policy".

Once an order has already shipped, it cannot be cancelled, rerouted or redirected. If you would like to return the item, you will need to follow the "Standard Return Policy". Do not refuse the delivery of non-damaged goods as this may result in up to a 50% restocking fee. A delivery refusal may also result in the loss of your product and may void any possibility of a refund. You will also be charged for roundtrip shipping costs.

Hassle Free Returns with our 30 Day Return Policy

Hassle Free Return Policy
We are proud to accept returns within 30 days of receipt. You are responsible for all shipping charges back to our warehouse and the shipping charges that were part of any original "Free Shipping Offer". Buyer is responsible for insuring the shipment and proof of tracking package back to us.

Products returned are to have all original packaging, including all papers, parts and associated pieces. The items are to be un-installed, in new condition, with no clipped wires or missing hardware. If a returned item is determined to be in non-sellable condition, no refund may be given on that item.

The following is considered merchandise manufacturers will not accept returns on:

  1. Any item that is marked as nonreturnable
  2. Any custom made or custom built fixture
  3. Clearance items, custom quotes, special discounts, and orders of 10 or more units
  4. Any item that is not in resell condition
  5. Any item not in its original box with original packaging materials and assembly instructions
  6. Light bulbs, parts and shades
  7. Any item without the correct RMA number written on a separate sheet taped to the box

Restocking Fees
A restocking fee of 25%, plus shipping to and from our warehouses will be collected on returns. Since our number one goal is to make you a happy, trusting, and returning customer, we will gladly waive or reduce any restocking fees for clients who purchase another item from the same vendor of equal or greater value. We strive for 100% customer satisfaction, by educating our consumers prior to the purchase.

The Return Process
In order to return an item to one of our warehouses, you must first obtain authorization from a member of our customer service team. To begin the return process, we ask that you contact us by calling our toll free number (866)344-3875 and you will be instructed by a member of our staff how to properly expedite your item to ensure the speediest refund possible.

Products must have the assigned RMA number written on a separate sheet taped to the box or the item will be refused upon receipt.

Refunds
Refunds will be issued upon inspection of the returned item. The product will be inspected and as long as it is in new condition, received in its original packaging, and sent to the correct warehouse, you will be issued the refund you are due, less any applicable fees or handling charges.

Damaged Items
In the event that an item is damaged in transit, we will do everything we can to resolve the matter immediately. When items are shipped by UPS or FedEx, we must contact them within 48 hours to ensure a quick, free of charge resolution. Upon inspecting the merchandise, please contact us by calling our toll free number (866)344-3875 or through email noting what was damaged, so that we can assist you immediately and expedite a new item right away.

For larger items that are shipped via freight carrier, you must inspect the item on site, and mark any noticeable defects on the bill of lading. Once you do so, please call our toll free number right away so we can file a claim with the carrier and expedite a replacement immediately.

In the rare event of a manufacturer defect, we again ask you to call our toll free number with a detailed explanation of the problem or issue. A member of our customer relations staff will instruct you on how to go about getting your item replaced, or getting the correct parts expedited from the manufacturer.

Please note: Take a digital photo of the damaged merchandise for your records & e-mail us a copy at customerservice@lightingnewyork.com

Security

SSL encryption is used to transmit your personal and financial information over the internet for a safe and secure transaction.

Pricing Disclaimer

WAClightinglights.com strives to give you accurate content, including product information, policies, pricing, and visual displays. Policies, pricing, and item availability are subject to change without notice, and WAClightinglights.com reserves the right to limit quantities. Prices displayed are subject to final approval at the time of order fulfillment. While WAClightinglights.com tries in good faith to make sure that the information displayed is accurate, they are not responsible for typographical errors or technical inaccuracies. This disclaimer in no way affects the terms of the manufacturer's warranty, if any.

110% Low Price Guarantee

At WAClightinglights.com we do everything in our power to ensure that you're not paying too much for your purchase. That's why we offer our 110% Low Price Guarantee. If you find a lower advertised price (including shipping, handling and taxes if applicable) on the same item¹, simply let us know and we'll gladly meet that price and beat it by an additional 10% of the difference!

The items must meet the following criteria to qualify:

  1. The product is in stock and available for immediate shipment from the competitor
  2. The product is not a close out, discontinued or clearance item
  3. The advertised price is from an authorized U.S. retailer² (online or offline)
  4. The price is a published price and/or you have a written quotation from a competitor. Verbal price quotes are not acceptable
  5. The Low Price Guarantee cannot be applied to previous orders, it only applies to new orders or to open quotes

To place your order or inquire regarding a price Guarantee, please call us toll free at (866) 344-3875. Before contacting us, please make sure you have the complete URL (address) of the competitor's web site, along with your name, phone number, and the details of the price difference so that we can help you as quickly as possible.

Additional Terms & Conditions
The Low Price Guarantee cannot be used in conjunction with any other coupon or project pricing offer, nor does it apply to limited-quantity offers, manufacturer's rebates, closeouts, clearances, special, sale, or limited-time discounts, bulk quantity items, or typographical errors. Offer does not include wholesale or "trade," contract or manufacturer direct pricing, or below wholesale cost pricing.


¹ "Same" is defined as an item of the same styling and product by the same manufacturer. Products must be first quality, all new, factory-sealed, of the same brand, style, and SKU.

² WAClightinglights.com reserves the right to determine which offers are from authorized retailers. In the event that WAClightinglights.com determines that the competitor's offer does not qualify for the Low Price Guarantee we will notify you and will not be able to fulfill the order.