Frequently Asked Questions

FAQ

1. What if I purchase an item and then I see it somewhere else cheaper?
2. Can I change my order?
3. When do I get my refund once I have returned an item?
4. If I return an item how is my refund calculated?
5. How do I return a product?
6. What should I do if my credit card has been refused when placing an order?
7. Do I get charged for shipping as each item ships?
8. Do you ship overseas?
9. I have a complaint, who should I speak to?
10. What do I do if my product has a problem during the warranty period?
11. Do you offer discounts on large quantity orders?
12. How do I redeem a gift card or gift certificate?
13. I can't find the item number or price - where do I look?
14. Why am I being charged shipping when your site says, "Free shipping for orders over $49?"
15. Does Lumens charge sales tax?

FAQ Answers

1. What if I purchase an item and then I see it somewhere else cheaper?

   Not to worry! Lumens has a Low-Price Guarantee so there is no reason to hesitate or wait to make your purchase! If you ever find the exact same product advertised for less anywhere, within 30 days of your Lumens purchase, please let us know and we will happily match that price. Keep in mind that shipping and handling fees, as well as any applicable sales tax, will be taken into consideration. For example, if Lumens offers free shipping and the competitor charges for shipping, then the total price, including shipping, will be matched. Of course, we may require some form of verification of the offer and it must be made by an authorized U.S. dealer of the product, following manufacturer pricing guidelines and policies and it must be a stock item. The Low-Price Guarantee excludes clearance, closeout and returned items. Other restrictions may apply, but why not ask? For more information please contact Customer Service.
   
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2. Can I change my order?

   Once we receive your order we get to work on it right away. This means that changes or cancellations are not always possible. You should also know that once an order is placed, it cannot be changed online. With all of this in mind, we still do understand that sometimes you want to ask us to try, so you may contact Customer Service to make a request for a change or cancellation. We will make our best efforts to apply the requested change. If the item ships prior to confirmation of a cancellation or change request, you may return it following our standard return policy - Returns. Note that many items that are non-returnable cannot be cancelled. Here is more information about Changing or Canceling an Order.
   
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3. When do I get my refund once I have returned an item?

   We realize that refunds are a priority for our customers. Once we have received and inspected the item we are usually able to apply the refund onto the original payment card within one week. Keep in mind that due to shipping, inspection and bank processing times it sometimes takes up to 30 days from the date that you return the item for the refund to appear on your card. Here is more information about  Returns.
   
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4. If I return an item how is my refund calculated?

   If you change your mind and decide to return an item that is defined as returnable, there is no restocking fee, however you are responsible for the return shipping costs. If you receive an item that is damaged, defective or if it is not what you ordered, we will, of course, provide a replacement at no charge. Here is more information about Damaged Goods, about Defective Goods and about Returns.
   
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5. How do I return a product?

   If you want to return an item you may do so within 30 days of receipt as long as it is defined as a returnable item. Just contact Customer Service and we will provide pre-paid return labels. We will need your help in packaging up the item, adding the label to the box and making it available for pick up. Here is more information about Returns.
   
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6. What should I do if my credit card has been refused when placing an order?

   Check that all the details you have entered on the checkout page are correct. If it is refused after that, try another credit card. Contact Customer Service if you feel that your card is being refused due to our error. In some cases we may recommend that you contact your credit card company to get the issue resolved. Here is a list of Valid Payment Methods.
   
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7. Do I get charged for shipping as each item ships?

   If your order includes multiple items and there are shipping charges on the order, all shipping charges are applied with the first shipment. If you have questions on this please contact Customer Service.
   
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8. Do you ship internationally?

   We are working to support the shipment of more and more items every day to Canada, however, there are some product exclusions. Our Customer Service team will confirm your order within 24-48 hours. Here is our policy for Canadian Shipping.
   
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9. I have a complaint, who should I speak to?

   We want to know immediately when you are unhappy about your experience with Lumens. Please call, chat or email Customer Service right away and we will make our best efforts to address your concern.
   
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10. What do I do if my product has a problem during the warranty period?

    If you experience a problem with any product you purchased from Lumens that offers a manufacturer warranty, please contact Lumens Customer Service. We will either facilitate a resolution or put you in contact with the manufacturer so that they might assist you directly. Here is more information about our Warranty.
    
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11. Do you offer discounts on large quantity orders?

    We offer discounts for members of the trade such as designers, architects and contractors who have presented appropriate credentials and been approved. In addition we may be able to offer special discounts for large volume orders. Please contact Customer Service with any questions.
    
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12. How do I redeem a gift card or gift certificate?

    You may use your gift card by placing an order over the phone or on our website. If ordering by phone please have the Gift Card and the PIN number ready when you call. If ordering on the website, during checkout (under the Payment Options), you will see a place to input the Gift Card Number and the PIN number after you have selected "yes" to the query "Are you using a Lumens Gift Card".
    
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13. I can't find the item number or price - where do I look?

    There may be multiple Product Options to select (such as sizes, colors or finishes). If so, select the "Options" section below the main product image, then click the appropriate thumbnail photo(s) to choose your preferred options. The Item number and the Price for the selected options will now be shown next to the "Add to Cart" button. Some items must be ordered over the phone. Call Customer Service if you need assistance.
    
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14. Why am I being charged shipping when your site says, "Free shipping for orders over $49?"

    Free shipping does not apply to certain oversized, fragile or special order items. In addition, some manufacturers require additional handling fees. When applicable, these charges will be noted on the product page as a Shipping Surcharge. Here is more information about Shipping Charges & White Glove.
    
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15. Does Lumens charge sales tax?

    By law, Lumens must collect sales tax for most US states and Canadian provinces we ship to. The tax amount is based on state/provincial and local laws and is calculated based on the shipping address you enter at Checkout. For trade professionals with resale certificates, these taxes can be waived. Our Trade Team can help you submit the proper tax exemption forms.
    
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