FAQs - Chandelighting – ChandeLighting

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FAQs

Shipping Information
  • How long does my product take to be shipped?
    Order verification, tailoring, quality check, and packaging. All orders are sent to the manufacturer for dispatch within 24 hours after the order is placed. The manufacturer Post process the orders, which takes an additional 2–5 days.
  • How long my order takes to be delivered?
    This refers to the time it takes for items to be shipped from our warehouse to the destination. Delivery usually takes about 5-20 business days. Shipping carrier vary. After processing and leaving the warehouse, items usually take between 5 and 20 days to arrive at their destination but can take longer from time to time.
  • When I will be charged?
    Once you complete your order and you will be charged for shipping if you decide to return the product.
  • Will I receive a tracking number?
    Absolutely, you will receive a tracking number and updates where your package is located.
  • What to do if I want updates?
    We will take care of that sending you constant updates of your package location.
  • What happens if the item arrives damaged?
    We understand how awful is that, so don't worry, returning the product is always the solution. You have a 5 days time frame to do the process. Go to refund policy page and follow the steps or just contact us returns@chandelighting.com, we will be happy to help you.
  • What happens if I do not like it?
    If you don't like the product feel free to return it. Go to Return Policy page to find the process. keep in mind the 5 days time frame.

 

Order Confirmation:

As soon as you place your order, you will receive an order confirmation e-mail.  This means that we have received your order in our system and pre-authorized your credit card for the purchase.  As soon as we receive your order, we automatically reach out to our suppliers to confirm that it is in stock and available for immediate shipment.  If your item is on backorder or unavailable, we will void the pre-authorization and reach out to you via e-mail.  If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and submit the order for shipment.

Order Shipment:

If your order is stock and we process the charges to your credit card, it will ship within 2-5 business days from the date of your order.  We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out.  If you do not receive tracking information from us within five business days of your order, feel free to follow up with us at contact@chandelighting.com.

Damages:

Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note and picture of it when signing for delivery.  If your item(s) do arrive damaged, please send photos to contact@chandelighting.com and we will process an insurance claim on your behalf. Returning steps are in the Returns Policy page.

Cancellations & Refunds:

All orders canceled after 48 hours are subject to a $99 administration fee, whether or not your order has shipped.  If you order has shipped, you (the buyer) will also be responsible for actual return shipping charges. Refunds will only be issued to the original credit card that you use when placing your order.

Z-Lite Products Refunds:

Damaged Items:  All Damaged and or Defective Items must be reported to customer service within 5 days from the date the fixture is received. If Customer altered, damage by negligence or damage due to improper cleaning, these items won't be refunded. Items being delivered that are visibly damaged, cartons dented, creased, caved in, torn, punctured, should have the delivery receipt bill noted that shipment has come damaged, without this, we can not place a claim. Freight damage should be immediately reported with copies of the delivery receipt noting the damage and any photos the customer is able to provide. If a customer makes a claim it must include three Images: one of the entire fixture, one close-up of the damage/defect, one of the box/packaging with damage. ( not apply for broken glass). 

Any necessary part claim made within the 5 days timeframe, items will be sent at no charge. all replacements claim will be ship by ground.

Buyer's Remorse Returns: A 25% restocking fee will apply to all buyer’s remorse returns. Return shipping is at the expense of the customer.

Warranty: Z-Lite warrants all its products to be free from malfunction, subject to certain conditions and exclusions for the following time periods from the date the product was purchased.

Indoor Fixtures: 5 Years, Outdoor Cast Aluminum Fixture: 5 Years, LED Modules: 5 Years, Bulbs: Bulbs are not covered under warranty

Items that malfunction after installation and use has begun must be reported within the above timeframe. Proof of purchase will be asked.