Frequently Asked Questions
FAQ
- What if I purchase an item and then I see it somewhere else cheaper?
- Can I change my order?
- When do I get my refund once I have returned an item?
- If I return an item how is my refund calculated?
- How do I return a product?
- What should I do if my credit card has been refused when placing an order?
- Do I get charged for shipping as each item ships?
- Do you ship internationally?
- I have a complaint, who should I speak to?
- What do I do if my product has a problem during the warranty period?
- Do you offer discounts on large quantity orders?
- How do I redeem a gift card or gift certificate?
- Why am I being charged shipping when your site says, "Free shipping for orders over $99?"
- Does Lumens charge sales tax?
- What is an authorization hold and when do you charge my card?
- Why should I add Extend Product Protection?
- What’s the difference between my manufacturer warranty and Extend Product Protection?
- How do I file a product protection claim with Extend?
FAQ Answers
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What if I purchase an item and then I see it somewhere else cheaper?
Not to worry! Lumens has a Low-Price Guarantee so there is no reason to hesitate or wait to make your purchase! If you ever find the exact same product advertised for less anywhere, within 30 days of your Lumens purchase, please let us know and we will happily match that price. Keep in mind that shipping and handling fees, as well as any applicable sales tax, will be taken into consideration. For example, if Lumens offers free shipping and the competitor charges for shipping, then the total price, including shipping, will be matched. Of course, we may require some form of verification of the offer and it must be made by an authorized U.S. dealer of the product, following manufacturer pricing guidelines and policies and it must be a stock item. The Low-Price Guarantee excludes clearance, closeout and returned items. Other restrictions may apply, but why not ask? For more information please contact Customer Service.
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Can I change my order?
Once we receive your order we get to work on it right away. This means that changes or cancellations are not always possible. You should also know that once an order is placed, it cannot be changed online. With all of this in mind, we still do understand that sometimes you want to ask us to try, so you may contact Customer Service to make a request for a change or cancellation. We will make our best efforts to apply the requested change. If the item ships prior to confirmation of a cancellation or change request, you may return it following our standard return policy - Returns. Note that many items that are non-returnable cannot be cancelled. Here is more information about Changing or Canceling an Order.
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When do I get my refund once I have returned an item?
We realize that refunds are a priority for our customers. Once we have received and inspected the item we are usually able to apply the refund onto the original payment card within one week. Keep in mind that due to shipping, inspection and bank processing times it sometimes takes up to 30 days from the date that you return the item for the refund to appear on your card. Here is more information about Returns.
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If I return an item how is my refund calculated?
If you change your mind and decide to return an item that is defined as returnable, there is no restocking fee, however you are responsible for the return shipping costs. If you receive an item that is damaged, defective or if it is not what you ordered, we will, of course, provide a replacement at no charge. Here is more information about Damaged Goods, about Defective Goods and about Returns.
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How do I return a product?
If you want to return an item you may do so within 30 days of receipt as long as it is defined as a returnable item. Just contact Customer Service and we will provide pre-paid return labels. We will need your help in packaging up the item, adding the label to the box and making it available for pick up. Here is more information about Returns.
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What should I do if my credit card has been refused when placing an order?
Check that all the details you have entered on the checkout page are correct. If it is refused after that, try another credit card. Contact Customer Service if you feel that your card is being refused due to our error. In some cases we may recommend that you contact your credit card company to get the issue resolved. Here is a list of Valid Payment Methods.
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Do I get charged for shipping as each item ships?
Yes, once an item ships we will charge for the product and any shipping or handling fees that may apply.
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Do you ship internationally?
We currently do not offer international shipping, except for Canada. We are working to support the shipment of more and more items every day to Canada, however, there are some product exclusions. For more information, please visit our Canadian Shipping policy page. For more information on shipping an item outside of the US or Canada, please visit our International (Except Canada) page.
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I have a complaint, who should I speak to?
We want to know immediately when you are unhappy about your experience with Lumens. Please call, chat or email Customer Service right away and we will make our best efforts to address your concern.
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What do I do if my product has a problem during the warranty period?
If you experience a problem with any product you purchased from Lumens that offers a manufacturer warranty, please contact Lumens Customer Service. We will either facilitate a resolution or put you in contact with the manufacturer so that they might assist you directly. Here is more information about our Warranty.
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Do you offer discounts on large quantity orders?
We offer discounts for members of the trade such as designers, architects and contractors who have presented appropriate credentials and been approved. In addition we may be able to offer special discounts for large volume orders. Please contact Customer Service with any questions.
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How do I redeem a gift card or gift certificate?
You may use your gift card by placing an order over the phone or on our website. If ordering by phone please have the Gift Card and the PIN number ready when you call. If ordering on the website, during checkout (under the Payment Options), you will see a place to input the Gift Card Number and the PIN number after you have selected "yes" to the query "Are you using a Lumens Gift Card".
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Why am I being charged shipping when your site says, "Free shipping for orders over $99?"
Although Lumens offers free ground shipping (UPS or FedEx ground) on most orders, there are a few exceptions: special order, oversized, fragile, and heavy items shipping freight, items with a shipping surcharge, orders under $99 (orders less than $99 are charged a $14.99 flat rate shipping fee), and orders shipping to Canada, Hawaii, Alaska, and Puerto Rico. These charges will be noted on the product page, in your shopping cart, or during checkout.
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Does Lumens charge sales tax?
By law, Lumens must collect sales tax for most US states and Canadian provinces we ship to. The tax amount is based on state/provincial and local laws and is calculated based on the shipping address you enter at Checkout. For trade professionals with resale certificates, these taxes can be waived. Our Trade Team can help you submit the proper tax exemption forms.
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What is an authorization hold and when do you charge my card?
If you are paying with a debit or credit card an authorization will occur when you place an order. To ensure the funds are still available, we will reauthorize the card weekly until the items ships, then the authorization will turn into a charge. Orders with multiple items may be split into different shipments depending on where the items ship from, which may result in multiple charges.
Lumens contacts your bank to confirm the validity of the payment method. Your bank holds the funds until the order processes or the authorization expires. Some banks will call authorizations “pending” or “processing” charges, but this isn’t an actual charge. Authorization holds can last from 3 to 7 days depending on the bank.
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Why should I add Extend Product Protection?
Extend provides coverage for your product against accidental damage caused by drops and spills, which is not covered by a manufacturer’s warranty. Extend offers affordable, modern and easy-to-understand plans.
A protection plan extends mechanical and electrical failure coverage after your manufacturer’s warranty expires. You may also be covered for accidental damage not covered by the manufacturer’s warranty from day one. Learn more here.
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What’s the difference between my manufacturer warranty and Extend Product Protection?
Most products sold at Lumens are backed by a manufacturer warranty, which usually covers product defects or malfunctions. If you experience problems with any product you purchased that offers a manufacturer warranty, please contact Customer Service.
Extend Product Protection provides mechanical and electrical failure coverage after your manufacturer’s warranty expires. You may also be covered for accidental damage not covered by the manufacturer’s warranty from day one. Learn more here.
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How do I file a product protection claim with Extend?
When you contact Extend, you will simply need to provide either your contract ID, email address, or another identifying piece of information. Contact Extend at extend.com/customers or by phone at (877) 248-7707.
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