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Customer Service

Shipping & Delivery
We ship 90% of orders same day or next business day and normally ship by Ground, 3 Day or 2 Day Air using UPS, FedEx, USPS or Truck Freight depending on shipping conditions. If you require a specific carrier please notify us. All orders must be placed with a ship to address verified by UPS and/or USPS. Failure to provide a UPS and/or USPS verified ship to address may incur additional charges and may delay or result in the cancelation of your order. On larger or heavy shipments we may ship by truck freight depending on the size and weight of the order. Check your shipment very carefully as soon as it arrives and do not sign for boxes that did not arrive. Do not let others sign for your shipments. Shipping charges are not recoverable or refundable once the order has shipped. We do not reimburse shipping on returned items.
Check in your order against the included documentation and notify Total Lighting Supply within 4 days of any problem, damage or missing items.
IMPORTANT: If it is a truck shipment, note the damage or deficiency and the number of boxes or cartons you received. Have the truck driver sign next to your name on both copies of the freight bill. If this is not done, Total Lighting Supply and its fulfillment houses waives any responsibility for damaged items, missing items or packages.
HAWAII - many of our customer have saved money using this service, Ship to Hawaii. It may be worth a try. Using this freight forward company will be at your discretion as we have no relationship with them. In addition, some items can ship by USPS (POSTAL) depending on if the item comes out of our parts warehouse. When in doubt ask us :)
We strongly recommend that you do not schedule installation before all items in your order have been checked in and accounted for. Following this strongly advised recommendation will make your installation and project run much smoother. Trust us . . . we've been doing this a long time :) We will not be held responsible for additional costs incurred by your installer for missing or delayed items.
Privacy & Security
We value your privacy. Any and all information collected on this site will be kept strictly confidential and secure. It will not be sold, disclosed, reused, rented, or leased. We take security seriously. All sensitive information exchanged with our site is encrypted and handled with the maximum security technologies available to us. You can view a more detailed privacy policy here.
Returns & Replacements
When you need to return any product back to us for any reason a “Return Goods Authorization” or “RGA” will be required. So the first place start is our Return Request page → HERE ←. This easy to fill out form is really important for you and for us. It helps you quickly and easily communicate to us why you need to return the product. It also creates an electronic paper trail to help protect you in case there are any misunderstandings or miscommunications. It helps us to quickly begin the return process by narrowing down the reason for return and processing the return accordingly.

There are three types of return scenarios & here's how to handle them:

  1. We messed up and sent you the wrong item or quantity.

    Let us know as soon as possible at the Return Request page. If we caused the problem we will correct the problem and make it right.

  2. The product arrived damaged or defective.

    Look inside the box. Most of the time the product inside is perfectly fine but it will help to have pictures of the damage if the product inside is damaged. If the product inside the shipping box is damaged take more pictures. Once you have documented the damage, let us know as soon as possible at the Return Request page. We will work fast to correct the problem. Please have your pictures ready to send as this will help expedite the process :)

  3. Anything else that doesn’t fit into scenario 1 or 2.

    The return will have a 25% restocking fee and the cost of shipping will not be refunded. But don’t panic! Keep reading it gets better . . . Also, we do not take returns on special orders, power track, or used transformers that do not fall into scenario two. If you can keep the product looking brand new in the box so we can resell it, most likely the restocking fee may be reduced or even waived. So just keep this in mind when receiving and opening your order. A little time spent opening boxes and removing product here may pay out big time in the end if you need to return the product.

Now that you are ready to return the product here are 5 easy steps to follow:

  1. All product must be returned within 60 days of the original order date to receive a refund. We can’t issue refunds after 60 days from date of purchase. It has to do more with how credit card regulations work.
  2. All product must be in original, unmarked factory packaging. Additional information may be required from you, such as photographs, before issuance of a RGA. Just, be prepared to provide this additional information when requesting a RGA.
  3. Upon a RGA approval you will be sent a RGA form digitally to the email address used to place your order.
  4. Please follow the directions completely on the RGA form because if you don’t it may result in the delay of processing or the loss of your returned goods. We don’t want this to happen so please fill the form out completely.
  5. Always sign and date the RGA form. Total Lighting Supply will not be held responsible for any delay in processing or any loss of returned goods resulting from an incomplete RGA form.

So now what happens after we receive the returned product?

  1. Once a return is received it will be processed by our returns department. Processing times vary and usually takes about a week, but in very rare circumstances may take longer to complete. Upon completion, you will be notified of the result.
  2. Refunds or exchanges will be based solely on the discretion of the returns department. Refunds will be issued to the original form of payment.
If you have any questions please don’t hesitate to contact us as we are here to help :)
Warranty
All lamps (bulbs) have a four-month warranty from the date of purchase by the original purchaser with proof of purchase.
All hard wire transformers must be installed by a licensed electrician. Failing to do so voids any and all warranties on transformer. Transformer warranty claim must be accompanied by proof of installation by licensed electrician including but not limited to electrician's license number.
All LED retrofit T8 and T12 kits must be installed by a licensed electrician. Failing to do so voids any and all warranties on all lamps, wire, socket and wire connectors. LED retrofit T8 and T12 kit warranty claim must be accompanied by proof of installation by licensed electrician including but not limited to electrician's license number.
Total Lighting Supply honors all active manufacturers' warranties. We will repair, or replace (at our desecration) the defective product during the stated warranty period. This warranty applies only to the repair or replacement of the product sold by Total Lighting Supply to the original purchaser, and applies only when the product is correctly handled, installed and maintained. Warranty excludes field labor or service charges related to the repair or replacement of the product. We do not pay shipping to our repair facility. In most cases, we will pay the shipping to you. All returned or warranty products must have a "RGA" number prior to the return. Any returns sent without a RGA will not be processed. Please contact us before returning any items.
Ordering
Ordering with our site should be simple and easy. If you discover a problem or issue please contact us right away.
Payment
We accept the following credit cards: Visa, Master Card, American Express and Discover. We also accept Paypal transactions for additional convenience.
Viewing Orders
If you have created an account with us simply login with your email address and password related with your account. Once logged in you will see a general summary of all your account information and your recently placed orders. To see a list of all your placed orders locate the "My Account" section on the left and click on the "My Orders" link. You will see a list of all your placed orders. If you need help please contact us right away.
Updating Account Information
If you have created an account with us simply login with your email address and password associated with your account. Locate the "My Account" section and click on the "Account Information" link and update your account information as needed.
If you have ordered using a Guest account you will not be able to update your account information, access your order history or utilize 1-click reorder. Guest accounts are very restrictive and we strongly do not recommend them.
Terms and conditions may change without notice.