|Customer Service |
Contacting the Customer Service Department
You can reach our customer service department most efficiently by e-mail or via live chat below. Please have your
order confirmation number ready to assist us in serving you.
E-Mail Address: Contact Us Form
Contact us via live chat click below
INNOVATIVE LIGHTING SOLUTIONS
PO Box 1379
Menlo Park, CA 94026
Join our mailing list for monthly specials and web only specials.
Paying with Credit Card
We accept credit card payment for online orders. We will accept payment from
domestic credit cards. Please provide the “bill to” address exactly
as it appears on your credit card billing statement. During our online real
time authorization process we will validate that the “Bill to” information
you provided matches the information on file with your credit card issuing company.
The processing of your order may be delayed if we cannot verify the “Bill
to” information or the information does not match the address information
Your credit card will not be charged until we ship the goods or services you
ordered. We may choose to refuse the order if we cannot contact the customer,
should your Address and Zip come back as "BAD" in our credit card
We will not accept any order placed with an International (address) credit
We accept the following payment types:
Diners Club/Carte Blanche
The merchant name that will appear on your credit card statement is:
INNOVATIVE LIGHTING SOLUTIONS
We collect sales tax in the following states. Tax for orders shipped to these
states will have sales tax automatically added to the order total.
Shipments to the following states will be charged sales tax:
Processing an Order
Your order of in-stock merchandise will be shipped based on the time frame associated
with the method of shipment selected at the time of check out. Orders received
on weekends and holidays will be processed on the next business day.
Some of our items are drop shipped directly from our supplier and this may delay shipping
up to 3-5 days. Ground shipping via UPS normally takes 3-5 days
to most places (Excluding Hawaii and Alaska). We no longer offer expedited shipping options
We are no longer accepting Will Call/ Pick up orders.
How to Change Your Order
We process your orders very quickly. If you find that you have made an error
in your order, please notify us immediately by e-mailing us at the e-mail address
below. If your order has not yet been processed, we may be able to correct it.
However if the merchandise has allready been packaged or shipped, we will be
unable to modify any portion of your order.
To avoid returns we suggest you ask about any product you are unsure of and
their warranties before you order. Our customer service department would be
more than happy to answer your questions. We cannot accept returns of products
once they have been opened (factory seal broken), before opening each product
please check its packaging and label carefully to be sure you received the correct
product and version. If the supplier’s original packaging and seal is still
intact, you may return the product to us within 30 days from purchase for an
exchange, merchandise credit or refund (excluding shipping and handling charges).
Subject to a 20% restocking fee. Return shipping to us is at your own expense.
We will not take returns on any item after 30 days from the date of placing
your order. We must receive the returned item prior to crediting your account.
Please email us for an RGA#
RGA Request RGA Form
Due to the
fragile nature of bulbs we cannot accept returns for these items. If you have
received incorrectly shipped merchandise contact our customer service department
immediately and we will cover the cost of shipping out the replacement item(s).
Damaged on Arrival If the order arrives damaged, customer MUST notify
us wvia email within 24 hours of the time of delivery. If customer notifies
us within 24 hours, we will cover the cost of shipping out the replacement item(s).
If customer does not notify us within 24 hours, customer remains liable for
all shipping costs associated in replacing, as well as returning the damaged
item. We ship via UPS, & Innovative Lighting Solutions must file a claim directly
with UPS, so it is imperative we are notified of any damage during transit immediately.
The customer MUST hold onto the damaged item and ALL original packaging for
up to 10 business days since UPS will conduct an investigation. If you do
not retain all original packaging materials (i.e. box, peanuts, bubble wrap,
etc) and UPS rejects the claim, Innovative Lighting Solutions cannot replace
your merchandise. Help us in filing a claim on your behalf by retaining ALL
materials per UPS Claims Investigation requests. We cannot send you replacement
product until the claim is approved. No COD returns will be accepted. Late
on Arrival Orders cannot be returned, cancelled, or rejected due to shipping
E-Mail Address: Contact Us Form
You will be notified by email after payment, after shipping, and if the item
is on back order. Feel free to email us anytime for status on your order.
Disclaimer and Limitation of Liability Innovative Lighting
Solutions LLC shall in no event be liable for damages, including but not limited
to incidental or consequential damages, for injury to any property or to any person,
by reason of the person's negligence or otherwise in connection with the safe,
delivery, installation or use of the products and/or provision of services pursuant
to this agreement, and purchaser shall indemnify and hold harmless Innovative
Lighting Solutions LLC against further liability. Without limiting the generality
of the foregoing, Innovative Lighting Solutions LLC shall in no event be liable
for lost profits arising out of, or in connection with, this agreement. All of
our prices are subject to change. All transactions and prices must be verified
and approved by Innovative Lighting Solutions. If the price is incorrect due to
an error, misprint, or typo. Innovative Lighting Solutions reserves the right
to decline any order. Some of the photos/graphics associated with some products
in our store are not necessarily exactly representative of the exact item they
are associated with, but may be shown with additional products for display purposes.
Customer Service Email: Contact Us Form