U.S. Customers. We use Fedex to ship most items like fixtures and bulbs. Most of the popular Fedex shipping methods and quotes will be available in checkout. You will get an accurate quote of the shipping and handling costs, right before the final payment screen. Just pick your preferred method and finish the checkout process. We use USPS Priority Mail for most all spare and DIY parts and those come from another warehouse location, so its not possible to economize on shipping by combining small DIY parts with fixtures or other large items you may order. Orders received after 10am PST will be shipped the next day.
International Customers. This includes everyone outside of the continental US 48 states. Our software will let you order in some cases, but the international shipping and handling quotes from Fedex and USPS may not be accurate with all the variables involved in an international order.
*** If you insist on using the system to make an automated order, we may need to come back and charge you more when we know the actual shipping and handling charges. ***
For the best experience, please email us before your order and let us give you the best shipping method and quote for your area. For instance, in some cases, Global EMS Express is more reasonable than Fedex for shipping to some parts of the world. Handling the order manually in this way will be the best method for now until we can get reliable automated quoting from the USPS Global EMS System for shipping outside the continental USA. In addition, we will not ship with a method which does not have a tracking number like USPS International Priority Mail.
Alaska, Hawaii, Puerto Rico and other US Possession customers. For items with free shipping, we have no free shipping policy to Alaska, Hawaii or Puerto Rico. These are considered separate for our purposes from the continental USA contiguous 48 states.
Thanks in advance for your cooperation.
Any refusal of a shipment from Cool Lights USA to customer will still result in the customer being charged for the shipping as well as a restocking fee of up to 25% at our discretion.
Cancellation of orders before shipment will result in a 5% fee (based on amount refunded) for refund of credit card charges.
Damaged or Missing Items
You must notify us within 10 days of any missing or damaged items in your shipment.
We may at our discretion substitute items of equivalence if we do not have a particular item in stock. An example would be bulbs. If we do not have a normal bulb in stock, we may ship a substitute but equivalent brand.
Warranty and Return Policy (Fixtures)
Our assembled fixture warranty covers original owner parts and labor for the fixtures for one year from date of purchase. Warranty is non-transferable. Email our return department for RMA details and process at firstname.lastname@example.org. DO NOT ship the unit back to us without prior authorization. If certain parts are defective, we may at our discretion, and for convenience of the customer, send out just those parts for the customer to replace themselves. We may however also at our discretion require that the unit be sent in for repair and replacement of the part in order to inspect and understand the state of the whole product. With regards to damage of a product in shipping, we make a distinction between a defective unit (warranty claim) and one damaged in shipment (shipping insurance claim) and there are two different processes for that which will be described to you in our RMA response to your email. You have 10 days to notify us of damage so we can file a claim with the shipping vendor. No claims for damage after 10 days and no exceptions to this policy. The shipping vendor will want to come to inspect the package and unit and pick it up for a claim to be complete. A replacement unit will then be sent once a claim has been settled between customer and the shipping vendor. For defective fixtures that are not obviously damaged but do not work, we either just ship a replacement unit upon receiving your unit back or repair the unit at our discretion. For either damaged or defective scenarios, you must have an RMA number and you may be required to pay shipping of the defective fixture back to us. For U.S. customers, we cover shipping of the fixed or replaced fixture back to you using normal ground shipping methods for the first 30 days of ownership and, after that time, shipping both ways is entirely at your expense. Return shipping for customers outside of USA is at their cost at all times. At your expense, you may select an expedited method of return shipping from RMA thats faster than Ground shipping, but that would be entirely at your expense. Valid service issues include electrical problems or lighting issues. Valid service issues DO NOT include minor cosmetic defects, dirt, smudges or any minor rattling issues. A defect of any kind is not a reason for return for refund but rather a return for repair. Use of third party (non-Cool Lights supplied items such as batteries) with our products is entirely at your own risk. Cool Lights USA has no way to test every third party item on the market and warrant whether it works well with our products. Thus, Cool Lights USA is not responsible for any third party item used in conjunction with Cool Lights products and no warranty for these third party products is expressed or implied. Nor are we responsible for any damage that the third party item may do to our product while being used with it. A restocking fee of up to 25% will apply if you insist on a refund for whatever reason rather than a repair / replacement process. Normal remedy of issues is by return for repair, not return for refund. Refunds do not include shipping. We may give a refund without restocking fees in cases where we simply cannot repair an item for whatever reason. Expedited or overnight shipping methods, if needed, are at customer cost and payable by customer to Cool Lights before we will ship. A restocking of up to 25% and service tech charge may apply if no problem is found (the case that a problem was only perceived by the user). No returns allowed for any other reason other than defective or damaged in shipment merchandise. International customers must bear the cost of shipping the defective part or fixture back to the USA as well as the cost of shipping for any replacement part or fixture.
Return Policy (Defective or Damaged Bulbs)
Our Cool Lights bulbs are warranted from defects for one month from date of purchase. Should a bulb be damaged in shipment, contact us immediately. No returns accepted for broken or damaged bulbs after 10 days. Email our return department for RMA details at email@example.com. You must have an RMA number and you may be required to return the broken or defective bulb back to us at your cost. We cover shipping of the replacement back to you with normal ground shipping services and within the USA only. Expedited or overnight return shipping is completely at customer cost should it be required. A charge may apply if damage is found to be due to user misuse. No returns allowed for any other reason other than defective or broken bulbs.
Return Policy (Bags and Carrying Cases)
Our Cool Lights carrying cases are warranted from defects for one month from date of purchase. Cool Lights free bags with fixtures have no warranty at all. Should a carrying case be damaged in shipment, contact us immediately. No returns accepted for broken or damaged carrying cases after 10 days. Email our return department for RMA details at firstname.lastname@example.org. You must have an RMA number and you may be required to return the broken or defective case back to us at your cost. We cover shipping of the replacement back to you with normal ground shipping services and within the USA only. Expedited or overnight return shipping (or any shipping outside of the USA) is completely at customer cost should it be required. A charge may apply if damage is found to be due to user misuse. No returns allowed for any other reason other than defective or broken case.
Return Policy (DIY Parts)
Abolutely no returns or refunds for DIY parts at all. All sales final.
Return Policy (Videos)
Should any DVD we sell be defective we will replace it free of charge for the first 60 days. After that time, we will replace it for a nominal charge of $8. In all cases, you may be required to pay shipping to get the defective DVD to us, we will pay return shipping. You must provide a dated proof-of-purchase such as the invoice from us or whatever vendor you bought it from so the warranty period can be verified. Email our return department for RMA details at email@example.com. No returns allowed for any other reason other than defective or damaged videos.