We get several phone calls per day from customers not fully understanding the order process, so we want to try to address this here in straight forward terms. Unlike many online companies, we welcome your phone call at 1-800-274-1744. The purpose of the website is to make buying easier for you, not us.
Once you find all the items you want, you enter the check out process, provide your credit card info, etc. and check out. Within a few minutes, we will email you with a confirmation letter, your order number, and instructions about what to expect. NOTE: It is a form letter that is computer generated, so sometimes it ends up in your spam folder. There is nothing we can do about this, so check your spam folder before assuming it didn't arrive please. This is the most commonly asked question, when in reality, the email DID arrive. We don't have control over your spam folder settings, so we can't change this.
Over 99% of the time, your order will be shipped within ONE business day (Monday-Friday). Most lamp orders are sent Oversized UPS, and will usually arrive within a few days. Most parts and lotions are also sent UPS, but may be sent UPSP Priority Mail. Either way, our handling of your order is extremely fast: one day. Large lamp orders (4 or more cases) are typically sent via truckline, on a pallet, and the handling is similar although the online tracking is not as informative.
Most lamps are sent from our main office in Greensboro, NC. Once we ship them, you will be sent tracking information direct from UPS if you gave us a valid email address. Shipping time varies, depending on where you live but the online tracking should be able to tell you the day your lamps will be delivered. If your order is more than 2 days late, you can call us or just check the reason on the UPS website, using the link in the email that is sent to you.
When your order arrives, accept the shipment even if it is damaged. Just note the damage where you sign (if you are there to sign for it). Then call us and we will ship replacement parts the same day. We don't get much damage, but if you refuse the shipment, we MUST wait until the shipment comes back, and this will delay you getting the parts by a week to two weeks. This is UPS policy, and we have no control over it. Don't refuse the shipment, even if the driver tells you to. Keep in mind, we don't get much damage, so it will likely not be an issue.
If you have a question, try the FAQ/Support area of the website for answers. We invest a lot of time to put the most commonly asked questions and answers there so you can get the support you need, even if it is after hours. If you don't see the answer, call us toll-free at 1-800-274-1744. We will always provide the individual attention you need to answer any question or resolve any issue.
We don't call our customers when they place an order unless there is a problem. Most of the time, you get your order within 2 to 4 days of ordering, so no call is needed. Our goal is to process and ship your order super fast, which reduces our costs and keeps our prices low. In order to do this, you MUST provide us a valid email address, and check the spam folder for accidental inclusions.
In the unlikely event you find the same product on any website or from any dealer, and their price is lower, WE WANT TO KNOW. We are determined to have the lowest prices, lowest shipping and best products, while maintaining the highest customer service. We will beat any legitimate price in the USA, and make the lower price our every day price.