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). Lamps 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.
Most lamps are sent from Cleveland, Ohio. Most lotions and parts are sent from Greensboro, NC. If you ordered lamps and parts, they will arrive in different shipments. Once we ship them, it is up to UPS, so sometimes it will take 3 days, sometimes 4 days. This is beyond our control but our agreement with our shippers means you usually get your order very fast.
We don't publish tracking numbers. The reason is mainly because of logistics. By the time we get them with confirmation by UPS, the order is usually at the destination or one day away. If your order is late, you can call and get the tracking info, or we will be glad to track it for you. In a nutshell, it is expensive to put tracking online due to our unique system, and over 99% of the time it isn't needed. We would have to raise prices to cover it, and we don't like raising prices. Besides, you can just call if it is late and we will fix the problem ourselves.
When your order arrives, accept the shipment even if it is damaged. Just note the damage where you sign. 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.