We are committed to total customer satisfaction.
Need to make a return?
- Simply log in to your account, select the order that contains the item you would like to return, and follow the steps to generate your RMA number.
- Print this RMA barcode and affix it to your package. You can also write the RMA number clearly on your package.
- Ship your package using a traceable shipping service such as UPS or FedEx. By using this method, the return merchandise can be tracked and delivery can be confirmed.
PLEASE NOTE: Returns that do not have an RMA number clearly displayed on the return package may be refused by our warehouse. All clearance sales are final. We cannot accept returns on clearance, special order or customized items. We do not refund original shipping costs on returned orders, and we do not cover any shipping costs associated with your return.
Feel free to contact our customer service team via email, and we will be happy to walk you through the return process.
If your return item includes an original factory box, please do not use that box as the shipping packaging. In order to resell it, we need the original packaging to be intact. Returned items in marked or damaged original factory boxes may be refused by the post office or our warehouse. To avoid this, place your return item in a box or wrap it to ensure its safety during the shipping process. We apologize for any inconvenience.
Want to exchange an item? Simply return your original item(s), and place a new order. We will ship your new order immediately, reducing wait time for replacement items. Once we receive and process your return, we will issue an immediate credit.
Restock fees are generally 25% of the original order. Please contact us to verify prior to sending merchandise back to us.
Damaged or Defective Items
If your package arrived damaged in transit, please note the damage next to your signature at the time of delivery. If your package had concealed damage or contained defective merchandise, please call us within 3 business days of receipt at 1-800-237-9500. Products that were damaged in shipping will be immediately reshiped at no cost to the customer. Defective products may or may not qualify for immediate reshipment.
Shortages and Fulfillment Errors
If you notice a shortage upon opening your package or if your order was fulfilled incorrectly, please call us within 3 business days of receipt at 1-800-237-9500. Also note that some orders ship from multiple locations.
Shipped Freight Carrier
If your items were shipped freight carrier, please call us within 3 business days of receipt at 1-800-237-9500. Please note that most orders shipped via Freight Carrier are special order and are NOT returnable.
Non-catalog items and volume purchases are nonreturnable.
Factory Direct Orders
Orders shipped factory direct are non cancel-able nonreturnable. Most fixtures are shipped factory direct.
Shipped Outside the Continental U.S.
Items shipped outside the continental U.S. are non cancel-able nonreturnable.
Local Returns: If you have a return and are local to Newport News, VA, you are welcome to drop off your return during regular business hours. We are located at:
11815 Fountain Way Suite 300
Newport News, VA 23606
Please contact us ahead of time so we can assign an RMA number to your return. This will expedite the refund process.