- Click to enlarge
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
Mailing Address:
PO Box 1379
Menlo Park, CA 94026

Contact us via live chat click below

Live chat by AliveChat

Join our mailing list for monthly specials and web only specials.
Enter Email:

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 on file.

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 authorization system.

We will not accept any order placed with an International (address) credit card.

We accept the following payment types:
American Express
Diners Club/Carte Blanche

The merchant name that will appear on your credit card statement is:

Sales Tax
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.

Shipping Terms
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

Will Call
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 delay.

E-Mail Address: Contact Us Form

Order Status
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.

Customer Service Email: Contact Us Form

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.

design by SolidCactus.com
© Innovative Lighting Solutions, LLC 2006. All rights reserved.