Customer Service

Shipping and Delivery

Product Inspections:
We hope that your order arrives safely and that you are satisfied with your purchase. However, please remember that when the order arrives it is your responsibility to ensure that the product has not been damaged during shipping. Please follow the guidelines below for inspection of your package(s):

For items shipped via freight carrier:
PLEASE NOTE THAT ALL SHIPMENTS ARE CURBSIDE/TAILGATE DELIVERY. Inspect the box for external damage, remove the packaging and inspect the contents for any physical damage in the presence of the delivery driver. If there is any damage, visible or not, you must indicate such on the delivery receipt and notify us within 24 hours. When you sign the delivery ticket and do not note any damage, the merchandise becomes your property.

For items shipped via UPS:
If there is any damage, visible or not, you have 3 days to contact us to report the damage. If you do not contact us within 3 days, the merchandise becomes your property.

Again, please take the time to inspect your delivery and if there is any damage be sure to note it on the delivery ticket. If the damage is severe enough to render the product inoperable or unusable, please refuse the shipment and contact us immediately at (800)xxx-xxxx

Privacy and Security
LightingCellar.com cares about the privacy of each user of its web-site. In order to protect the privacy of its users,

LightingCellar.com has adopted the following policy:

I. General Information

When you use the website, some basic general information is collected. This information is used to improve the website and make your use of the website as enjoyable and efficient as possible.Cookies are also used to help us determine the various services you use and the support you may need, and to help us detect and solve any problems you may have when using the Web site. This general information is used internally.

II. Personal Information

When you set up an account or purchase an item from our website, we collect personal information that may include your first and last name, billing address, shipping address, email address, phone number, credit card account number, items purchased from us and browsing, buying and selling patterns

Cookies
A cookie is a text file stored on your computer's hard drive. Web sites create cookies to record information about your preferences, such as the items you add to your shopping cart, and for security reasons. Most cookies expire after a certain time period. The most popular browsers, such as Netscape Navigator and Internet Explorer, can be set to give you the option of accepting or rejecting all cookies.

To shop online at LightingCellar.com, your browser will need to be configured to accept cookies. Here's how to do it: In Netscape Navigator 4.x, click the Edit menu and select Preferences from the browser's drop-down menu. In the tree structure, click Advanced. Under Cookies, click "Accept only cookies that get sent back to the originating server" and "Warn me before accepting a cookie" (optional). In Internet Explorer 4.x, click the View menu and select Internet Options from the drop-down menu. Click the Advanced tab, scroll to the Security heading, and select "Prompt before accepting cookies." We suggest that you accept cookies only from Web sites created by companies you know and trust.

If you wish, you may set your browser to reject all cookies and still view the site. Because our online ordering system requires cookies, you will not be able to order online, But you can still place an order by phone, fax or mail.

III. Use/Sharing of Personal Information

Your name, shipping and billing addresses, and credit card number(s) are used by LightingCellar.com in order to provide you with the goods that you purchase on the website. We use your email address to provide you with information about your order and its status, and we may occasionally send out emails, including newsletters, to people who have placed an order online, offering them more great deals.

Your phone number is used by LightingCellar.com only in the event that our customer service representatives need to contact you about an order you have placed.

Personal Information is used internally in connection with LightingCellar.com's business, including LightingCellar.com promotional, marketing and advertising efforts, in a manner which does not readily identify a user to any third party.

Credit Card Security

The Internet is a vast network of computers. Because the data passes from computer to computer, some Internet shoppers worry that unauthorized persons may intercept the data and gain access to credit card numbers, but shopping on a secure site is actually safer than handing a credit card to a cashier. Taking the steps below will lower the chances of interception of your credit card number:

Limit your online shopping to Internet merchants, such as LightingCellar.com, with sites equipped with Secure Sockets Layer (SSL) technology. SSL prevents unauthorized people from intercepting your data.

Use a browser, such as Netscape Navigator or Internet Explorer, that supports SSL. These browsers show a symbol in the status bar, such as a key or lock, when you are on a site that uses SSL. Most banks will cover the cost of fraud resulting from unauthorized use of your credit card or may limit your liability.

Credit card information collected by LightingCellar.com is encrypted through Secure Sockets Layer before it is transmitted over the Internet.

LightingCellar.com fully cooperates with law enforcement agencies in identifying those who use our services for illegal activities, and may in its sole discretion disclose personal information or other information to satisfy any law, regulation, subpoena, or government request. LightingCellar.com reserves the right to release personal information or other information about users who we believe are engaged in illegal activities or are otherwise in violation of our Terms of Use, even without a subpoena, warrant or court order, if we believe in our sole discretion that such disclosure is necessary or appropriate to operate the website, or to protect the rights or property of LightingCellar.com , its affiliates, or any of their officers, directors, or employees, agents, third-party content providers, suppliers, sponsors, or licensors. LightingCellar.com also reserves the right to report to law enforcement agencies any activities we reasonably believe in our sole discretion to be unlawful.

Returns

Return / Exchange Policy

There is a 25% restocking fee plus all shipping charges on merchandise returned/exchanged for any reason other than a product defect or damage. If the product received is defective or damaged, Lighting Cellar will replace the item and incur all shipping charges.

There are no returns accepted from the following manufacturers GINGER, KALCO, SAVOY HOUSE, ST THOMAS CREATIONS, AND VIBIA.

PLEASE NOTE THAT ALL LTL SHIPMENTS ARE CURBSIDE DELIVERY. Inspect the box for external damage, remove the packaging and inspect the contents for any physical damage in the presence of the delivery driver. If there is any damage, visible or not, you must indicate such on the delivery receipt and notify us within 24 hours. When you sign the delivery ticket and do not note any damage, the merchandise becomes your property. We cannot take responsibility for damages beyond this point.

You must call us for a Return Authorization number (RA#) at 1-866-940-3210. Please make sure you write this number on the outside of the box you send back to us. Returns without an RA# will be refused and customer will be responsible for shipping charges going back to the customer. Returns/Exchanges will not be accepted after 30 days from when you receive your shipment.

ITEMS MUST BE RETURNED IN THEIR ORIGINAL PACKAGING AS SHIPPED BY LIGHTINGCELLAR.COM. ANY ITEMS RETURNED IN PACKAGING OTHER THAN THE ORIGINAL PACKAGING WILL BE REFUSED.

Cancellation Policy

You may cancel your order, for any reason, and receive a full refund provided your order has not been shipped by either ourselves or the manufacturer. Typically, most orders are shipped the same day they are received. Our customer service representatives can inform you of the status of your order and advise you whether or not the order can be cancelled for a full refund. Once an item is shipped by either us or the manufacturer the terms of our Returns policy will take effect.

Please Note: Whirlpool / Air tub orders and Special order items are non-returnable and/or non-cancelable.

Wrong Products Received

If you are shipped a different product than you ordered, please contact us via email or 1-866-940-3210 within 48 hours of receiving the product. We will provide an RGA number and instructions on how and where to ship them back. You will be charged for the replacement order and credited in full upon receipt and inspection of the original order. Or, you may choose to wait until we receive the incorrect item and issue credit before placing the new order.

If you would like to check on the status of your return please send an email to returns@LightingCellar.com or call our Returns Department.

Defective Products

If the product you receive has manufacturing defects, contact us at or call 1-866-940-3210 within 24 hours of receiving the product and LightingCellar.com will replace the item. LightingCellar does not assume responsibility for any peripheral costs that you may incur because of a damaged or defective item. We will issue an RGA and give instructions to ship back. Products returned as defective which are found not to be defective are subject to a 25% handling charge. If the item is a non-returnable item, no credit will be issued for the return of the product. The customer will be responsible for shipping charges going back to the customer.

If you have further questions, please feel free to call us at 1-866-940-3210

International Shipping

For shipments to all other countries, please call 1-866-940-3210 or email to customerservice@LightingCellar.com. The following rules and restrictions apply:

• Do not order items that are illegal to import into your country. Laws vary country to country. It is your responsibility to check with your Customs office to see if your country permits the shipment of our products. You will be responsible to pay customs, duties or taxes placed by your country.
• If the package is seized by Customs for any reason and we do not receive the package back, we will not issue you a refund. If we do receive the package back after being seized and the products are in perfect condition, we will credit you the product cost, but you are still responsible for the shipping charges.
• Prepayment is required. Payment can only be done by credit card.
• You pay shipping charges based on the weight, value of the package and the destination. The free shipping do not apply to international orders.

Speed of Delivery

Lighting Cellar has one of the fastest turnaround times on the Internet and makes every effort to get your order shipped as quickly as possible. Some items are such as whirlpool tubs are custom made and may take longer time to make. Please contact us for a lead time request

If you have further questions, please feel free to call us at 1-866-940-3210