Frequently Asked Questions

How do I know when my order has shipped?

You will receive a shipping confirmation via e-mail when your order has shipped from our warehouse. You may also track the status of your order through the “My Account” feature on our website.

How quickly will my order ship?

Depending on stock availability, your order might ship the same day. Otherwise, we will notify you of the intended ship date.

How do I track my order?

The e-mail confirmation you receive will include the tracking number and the link to the website that will allow you to track the shipment.

How much is shipping?

Shipping cost will be noted during your purchase, or we will advise upon receipt of your order

How are shipping costs calculated?

Shipping and handling is calculated based on a number of factors including the weight of the finished packages, shipping address, customs documentation when applicable, fuel surcharges and fulfillment costs. We attempt to keep the shipping rates as fair as possible and we review them on a regular basis.

Do you deliver?

We deliver locally to our commercial accounts. (ask us about your business.)

Can I get discounted pricing for large volume orders?

Call or e-mail for special quotes.

Does LBU charge sales tax?

Yes (in California.)

Does LBU offer terms?

Yes. For qualified commercial customers who have submitted a credit application.

Do you accept forms of payment besides credit/debit card?

Cash and checks are accepted in-store but credit cards only for online checkout.

When will my credit card account be charged?

Just prior to shipping on stock orders, and in advance of special orders.

What kinds of credit cards do you accept?

All major credit cards

Why do you need my e-mail address?

We require that you provide us with a valid, active e-mail address so that we can communicate with you regarding your account, if necessary.

What does LBU do with my personal information?

Your personal information is used internally, only for the purpose of successfully processing your order.

What if I forget my account password?

Click on the “forgot my password” link on the website, or you can’t contact us directly via telephone or e-mail.

Can I change my password?

Yes. This can be done online, or you can contact LBU.

What if my order arrives damaged?

If you receive an order that appears to be damaged, please DO NOT REFUSE THE ORDER. Many times there may only be a small number of actual damaged items. Accept the order, inventory any damaged items, and notify us.

What is LBU’s return policy?

  • New and unused product may be returned by contacting our customer service department at 619-296-2454. We will assign you an RGA (Returned Good Authorization) number which must be noted on the outside of the box that is being returned to LBU.
  • Sorry. We can’t accept returns of non-stock or special order items nor can we be responsible for the shipping charges incurred when returning the products to our facility.
  • A 15% re-stocking fee may be charged to select returns; ask our customer service department for details.

Is there a warranty on the product that I buy?

Our products are of high quality, and we want our customers to be satisfied with their purchase. Therefore, a seven (7) day inspection period from date of delivery is allowed. If you are not satisfied with what you see, you may return the merchandise for a refund or arrange for replacement.

Please contact your account manager or customer service at 619-296-2454 and request a returned good authorization (RGA) prior to shipping the item back to us. All returns must be approved and returned with shipping prepaid in original condition and in their original packaging and must be in re-sellable condition.

Shipping costs are not refundable. Our Sales Policy includes a 15% restock charge on all returns. Exceptions to this policy are unusual and must be considered and approved by Management.

About Warranties

Light Bulbs Unlimited enjoys an unsurpassed reputation in the industry of lighting, lighting supplies and lighting services. Many products offered by Light Bulbs Unlimited provide a Manufacturer’s Warranty, stated on the website. However, some products on our site are not accompanied by a stated factory warranty. (NOTE: a manufacturers’ statement of Average Rated Life Hours does not imply a Warranty.) We will stand behind those products, even though there is no warranty, for ninety days from date of invoice. Non-warranted products are usually replaced or credited back to the original credit card used for the original purchase. In replacing products covered by our ninety day warranty, LBU will even pay for the shipping costs of the replacement for the first sixty days.

Non-Warranted Products

ROPE LIGHTING: we provide service remedies on spooled rope lighting products such as section replacement and invisible splicing kits, at no charge and with no shipping charge, for one year from the date of delivery. (Please call your account manager or customer service for situations that might be considered as special exceptions to this stated service remedy)

WARNING: Wiring and installation procedures are very complicated and should be attempted by a licensed electrician only. Rope Light installation poses serious risks of electric shock which can lead to injury or death.

BALLASTS: All of the ballasts sold by LBU are first quality products. All ballasts are pre-tested and ready for customer application. Ballasts are rarely defective when they arrive at the end user’s location. Most ballasts that are reported as defective prove in factory testing to be faulty because of improper installation.

WARNING: Wiring and installation procedures are very complicated and should be attempted by a licensed electrician only. Ballast installation poses serious risks of electric shock which can lead to injury or death. Ballasts are non-returnable and considered to be a final sale. In the special consideration event that a customer is allowed to return a ballast that has been ordered incorrectly by the customer (or for any reason determined as no fault of LBU), a restock fee will be assessed, even if our customer orders other product. If a return is allowed, certain criteria must be met. The ballast cannot have frayed wires or scars from attempted installation. Scarred ballast or those with frayed/cut wiring/smoked cannot be re-sold by LBU as new product. If ballast is returned under unacceptable conditions, the customer can choose to have it returned to them at their expense, or LBU can dispose of the ballast for the customer and no refund will be issued. All of our ballasts have their respective factory warranties stated on our website. LBU will assist its customers with these factory warranties in the following manner: If ballast is declared defective and is under warranty; the customer is asked to contact customer service or their account manager and ask for a return good authorization. (RGA) With the RGA, our customer may return the declared defective product at the customer’s expense, for factory testing. When the factory tells LBU that the product is defective and not a product that has been improperly installed, we can credit our customer for the product and we will also credit the original shipping costs of that original ballast purchase. If a replacement is needed, it must be ordered and paid for as if it were a new order. (A credit for the defective may take from 2-4 weeks to be declared acceptable under warranty.)

About Damages

We ship glass to all points on the globe. However, our packing procedures are one of the Hallmarks of our business. LBU takes great pride in our very low incidence of breakage in transit. In order for a damage claim to be successful, LBU has to be notified of the damage within two working days of the damage. As the shipper, we will file the claim on the customer’s behalf and arrange for replacement at no charge and no shipping, or arrange for refund. The package must be received (not refused under any circumstances) and inspected. Replacement and refund will be accessed according to the amount of the actual damage. If replacement is required on product that can only be shipped in case quantities, then a full case must be shipped and charged for, less the amount of the actual damage and no additional shipping charges.

Replacement Limitations

If the total amount of the product for replacement for either damage or defective, is less than ten ($10), a refund, rather than a replacement will be offered to the customer. Shipping small one item packages severely increases the percentage chances for damage.

Special Order and Non-Stock Items

Special orders and non-stock items are sold as final sale, “no return items.” Please allow an account manager to assist you in this kind of purchase in order to guarantee that you are receiving the correct product. These kinds of purchases can incur huge restock fees from the vendor/factory. In the event that an exception is made and a return is allowed, the customer will assume the restock fees after being advised of their amounts.

Refunds

Refund credits can only be returned back to the card of original purchase; it’s the law. In the event that a card can no longer be charged back (lost card etc.) an attempt on our part has to be made at least once and then a company check will be sent to the purchaser. The company check process can delay the time taken to receive the refund.

What happens if an item is out of stock?

We have excellent vendor relationships and can usually order your item and have it delivered expeditiously.

Are there quantity restrictions on some items? Why?

Yes. The individual sale of some items is not cost-effective, and therefore must be sold in bulk.

Why is there a back order?

For various reasons beyond our control, an item may not be immediately available from a manufacturer. These may include a shortage of materials, problems with production, etc. In that event, a product will be placed on back order, and LBU will do everything it can to ensure that you receive the product as soon as it is possibly available. Prior to processing your order, we will notify you to confirm with you that your product is on back order and provide you with an approximate ship date.

How do I find an item online?

You can browse by product category, or you can use the search function to search by item#, product description, or keyword.

Can I modify my account information?

Yes

Can I change or cancel my order once it has been submitted?

All products with written or expressed warranties will be gladly satisfied, replaced or credited within the warranty time limit. If you wish to cancel your order, call our Customer Service Department during normal business hours. Unless the order is for a specialty item or the product has already shipped, your order will be cancelled without penalty. If your order is for a specialty item, we will have to verify with the manufacturer. If your order has already shipped, you will have to request an RGA (Return Goods Authorization) by following the “Warranty Info” link prompts in the Customer Care Center. You will be responsible for returning the shipment. There will be a restocking fee and no reimbursement for the original S&H charge.

How and when can I talk with a customer service representative at LBU?

Call our customer service number, 619-296-2454, during normal business hours.

Do you carry lamp parts?

Yes

What if I don’t see my question here?

Call us directly and our customer service department will be happy to answer any additional questions that you may have.

How can I be removed from your mailing list?

You may unsubscribe by clicking on the “unsubscribe” link at the bottom of the e-mail, or by contacting us by telephone.