Shipping
Free shipping?
YES, we offer free shipping on orders over $100, otherwise $10.
Where do you deliver?
We deliver to the USA, Australia, Austria, Belgium, Canada, Czech Republic, Denmark, Finland, France, Germany, Hong Kong SAR, Ireland, Israel, Italy, Japan, Malaysia, Netherlands, New Zealand, Norway, Poland, Portugal, Singapore, South Korea, Spain, Sweden, Switzerland, United Arab Emirates, United Kingdom. If you are not in those countries and would like to make a purchase from us, please contact our Customer Support at support@toplightstore.com.
How long will it take to receive my order?
Processing time:
Depending on the products' availability, some products have stock, and we will ship within 24-48 hours; some products are not stocked, so you have to wait 4-8 business days.
Shipping time:
8 to 20 business days. Toplightstore makes every effort to ship the order as soon as possible. All the shipping times above are based on when your order is shipped, not when you place your order. Our delivery times are only estimates and cannot be guaranteed.
* Kindly note that the order processing time and shipping time will be delayed during the busy season or holidays.
Will there be taxes/duties on my orders?
Our price includes product cost and freight charges to the buyer's country. The customer needs to pay some taxes and duty charges at the local customs. We will try our best to help you get the goods, but we are not responsible for this.
How will my order be shipped?
We usually deliver through DHL, FedEx, UPS, USPS, and EMS., For all free delivery channels, we have the final decision. For any specific delivery needs, please contact our Customer Support at support@toplightstore.com in advance.
How do I track my order?
When your order has shipped, you will receive an email notification from us that will include a tracking number you can use to check its status. Please check your spam and promotions folders if you can’t find your shipping confirmation. You can also log in to your Toplightstore account to track the status of your order.
What if I cannot find my package?
There are several possibilities:
1) The package has not been delivered yet. Sometimes the package delivery will be delayed by 1 or 2 business days while the tracking info online shows it as delivered.
2) The package could be delivered to your neighbors. Please check with your neighbors to see whether they received your package or not.
3) The package could indeed be lost. If you have waited for 2 business days and checked with your neighbors, but still do not find the package. Please do not hesitate to contact us at support@toplightstore.com. We are always here to help, and we will make sure that you receive the package.
4）Note: Please do reach us within 30 days. After that, package loss claims can not be filed with the shipping agent and there is nothing we can do.
What should I do if the product is damaged in transit?
Our packaging is very solid, usually, there is no problem of damage, However, on some rare occasions, with express delivery, some crystals are found broken. Please contact us within 48 hours if there is any shipping damage. Shipping companies (like UPS, FedEx, and DHL) only accept shipping damage claims within one week after delivering the product. Therefore, you will be responsible for any cost related to the shipping damage if you do not contact us within one week.
View full policyReturn & Refunds
Return & Refunds
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging.
Items NOT eligible for return：
- Products over 30 days of delivery
- Products that are not in the original condition and packaging
- Products that have been installed or assembled
- Products that are Made-to-Order, Custom, or Special Order to your specifications
- Shades, light bulbs, or accessories purchased individually
- Large quantities of the same product
- Products as ordered are in the shipping process
- Products that have been clearly informed as non-returnable(Final sale, open box and clearance Products)
- Products as ordered are in the shipping process
- Any malicious or wrong orders owing to clients' actions or faults
Damages and issues
1. Manufacturer defect:
Within 30 days after you receive the goods, if there is any manufacturer defect in the goods, please contact us immediately and take photos and videos for us to check. After verification, you may return for a 100% refund of any lighting fixture or related product, including the return freight you paid.
NOTE: If there is any manufacturer defect or shipping damage, please contact us within 48 hours and take photos and videos to show us the defect for us to verify. Shipping companies (like UPS, FedEx, and DHL) only accept shipping damage claims within one week after delivering the product. Therefore, you will be responsible for any cost related to the shipping damage if you do not contact us within one week.
2.No manufacturer defect:
If there is no manufacturer defect and you want to return it for other reasons, you still can return it. You will be responsible for both shipping costs. You need to pay for the shipping to ship it back to us and make sure the product is sealed in its original package and in a resalable condition. Once we receive the product and verify that the product is in resalable condition, we will issue a refund minus the shipping cost for us.
NOTE: If the return is not due to a manufacturer defect, customers are responsible for shipping the product back to us at their own cost and our shipping cost will be deducted from the refund as well.
Return Steps
1. Process Your Return
- To initiate a return request, send your order number and return reasons to support@toplightstore.com.
- Once your return is approved, a Customer Experience Specialist will process your request and provide a shipping address for you to ship to for the return.
- NOTE: if you ship the product to any other address, no refund will be issued.
2. Packaging
- Ensure that all components of all items being returned are thoroughly sealed in their original packaging, including all original packaging material.
3. Shipping
- Before shipping, please take pictures of the inside and outside of the packages as records to show that the products are indeed in their original condition. We strongly suggest having insurance just in case that package is damaged during the shipping process back to us.
- For shipping, feel free to ship the product back to us with your choice of shipping carrier (You do have to pay for the shipping first. If it is a quality-related issue, we will refund you the shipping cost once we confirm the issue.)
- After shipping it, please take a picture of the receipt along with the tracking number and send it to us at support@toplightstore.com.
Refunds
We will notify you via email once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method.Please allow up to 30 days for the credit to be finalized depends on the bank and credit card company that you use.
Note: We must receive returned products before we can issue any refund. If we do not receive the products back for any given reason, like the customer refuses to send the product back or the customer refuses to accept the package resulting in the shipping agent destroying the package, we will not be able to issue any refund.
Exchanges
We do not process exchanges as such. If you would like to exchange an item, return it and place a new order.
Order Cancellation
Customized items are not eligible for cancellation. For non-customized orders, you can cancel for free within 24 hours after you place the order by replying to your order confirmation email. After that, you can still cancel it as long as the products have not been shipped out. However, a 5% processing fee will be applied. Once the product is shipped out, the order can not be canceled.
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