faqs

How do I reach Customer Service?

For assistance in your lighting purchases you may contact our customer service department Monday through Friday, 8AM-5PM (EST) by calling 800-225-9253. You may also e-mail us at customerservice@yalelightingconcepts.com.

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How can I pay for my purchase?

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Yale Lighting Concepts accepts Visa, Master Card, American Express and the Discover Card for all purchases and at this point in time we do NOT sell online. PLEASE NOTE: All orders require a 50% deposit at time of placement. You may phone your purchase in along with your credit card number by calling the customer service number above.

We also accept personal checks and money orders. If you call your order in and use any of these payment options, please bring your check or money order for the 50% deposit to any of our local showrooms when placing your order. If you prefer shipping your order, the order must be paid in full and these funds must clear our bank prior to releasing your order. We apologize for any additional delays this causes in processing your order.

Purchase orders MUST be faxed to us at 1-717-606-1495 FIRST with the original signature attached and the original copy MUST be mailed to us to complete the final processing. Please mail to:

Yale Lighting Concepts and Design
Attn: Online Payments
1245 Manheim Pike
Lancaster, PA 17601

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How are the shipping costs calculated?

Yale Lighting Concepts' shipping charges are based on the size, weight and destination zone of the product ordered. Express delivery or second day delivery is extra. Please contact customer service for more information. Our customer service hours are Monday - Friday 8AM-5PM (EST). We cannot ship to Post Office (P.O.) boxes, so please make sure your street address, city and state are included on the shipping address form.

To read more about our shipping policy, click here.

You may also elect to have an item transferred to your local showroom from our central distribution center. As long as the item is in stock and not a special ordered item from a manufacturer, there are no additional fees for transferring and you are not obligated to take the item.

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How are back orders handled?

If you want to cancel your order due to the item being backordered, we suggest you contact our customer service department first to ensure accuracy of the shipment date before deciding to cancel. Some manufacturers have stated items are on back order but have actually shipped or are going out the next day.

However, if the item you ordered is unavailable for an extended length of time, please accept our apologies for the delay, and we understand your desire to cancel. Since cancellations can be time-sensitive, we suggest contacting a customer service representative immediately at 800-225-9253.

Please note: some exclusions may apply to custom made or non-returnable items.

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What if I need to cancel my order?

Sometimes things are out of our control or situations change - we understand completely. So if your circumstances cause the need to change or cancel your order, please notify us as quickly as possible by calling customer service at 800-225-9253 Monday through Friday, 8AM-5PM (EST).

You may also e-mail us at customerservice@yalelightingconcepts.com.

Our orders ship from our distribution center within 1-3 business days to your desired destination, so the faster you can contact us to change or cancel your order, the better. Once we have your order change or cancellation request, the order will be finalized when you receive an e-mail confirming the change or cancellation. And it is most appreciated if you wish to no longer transfer an item to a local showroom to let us know quickly.

Please note: some exclusions may apply to custom made or non-returnable items.

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How do I return an item?

If for any reason you are not satisfied with your purchase, you may return it to any one of our showrooms within 60 days of receiving it. PLEASE NOTE: Returned merchandise may require a restocking fee due to the manufacturer’s policy of restocking and handling fees. After 60 days from receipt returned merchandise will NOT be accepted so please take a few minutes to inspect your product as soon as you receive it. Please pay special attention to CLEARANCE sale items - they are FINAL and no returns are accepted. We apologize for any inconvenience, however once a fixture is installed, it cannot be returned, unless there is a defect in the electrical components of the fixture. These and other exclusions may apply to custom made or non-returnable items.

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When will my credit card be refunded?

Your credit card statement will reflect the refund within two billing cycles. But in order to make sure this happens, your return must be made within 60 days of receipt of the product. The credit card used for the original purchase will be the one credited for the amount paid, less any shipping and handling charges.

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What if my item is damaged when I receive it?

Despite our careful packing for safe transport, breakage and damage can happen. So if your item(s) is damaged when opened, we will replace it as quickly as possible. Please call customer service at 800-225-9253 within 24 hours of receiving your merchandise. We'll instruct you on how to return using the same packing materials and boxes in which your items arrived or you can simply bring it to the nearest showroom and we'll take care of it immediately for you. Remember, our customer service hours are Monday through Friday, 8AM-5PM (EST). If your delivery arrives damaged on Saturday, please let us know first thing Monday morning.

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Do you offer replacement items?

Absolutely. Sometimes an item is shipped directly from the manufacturer and gets damaged during transit or has an undetected defect. Your first step is to contact our customer service department by phone 800-225-9253 or by e-mail customerservice@yalelightingconcepts.com within 60 days from receipt of your item.  Or you may simply return the item to the showroom nearest you for a replacement.

Why do you need my e-mail address?

We use your e-mail address to confirm your purchase and supply you with an order number. This order number is necessary for tracking your shipment and estimated time of arrival. Additionally, we send you an e-mail announcing when your order has left our distribution center. If you no longer want your e-mail address in our database, please following instructions for "opting out" below.

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How do I opt out of your e-mailing list?

We appreciate you being a part of our e-mail list, but understand if you no longer wish to receive our promotional information. You may "opt-out" at any time by simply sending us a note telling us you would like to be removed from our mailing list to news@yalelightingconcepts.com.

Alternately, each e-mail communication contains an "opt-out" check button for ease of unsubscribing. We will do our best to remove your address within 72 hours.

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