Shipping Policy
Guaranteed Same Day Shipping
Guaranteed Same Day Shipping is one of the many benefits you get with LEDGlow! All orders for in-stock items placed and paid for before 3 pm EST Monday through Friday will be shipped out from our location the same day! Orders placed after 3 pm EST on Fridays will ship out on the following Monday. Please note that if your order is placed on a holiday or holiday weekend, it will be shipped on our next open business day.
Guidelines to qualify for Same Day Shipping:- The item purchased is in stock.
- Please note that while any product marked "Out of Stock" will not be available for Same Day Shipping, we will remedy that ASAP. Once the backorder becomes available, we will promptly ship all of the items together!
- A full and complete valid address must be provided at the time of purchase. Missing address details will result in additional processing time.
- The order ships to the billing address OR follows the alternative shipping address rules.
We are happy to ship orders to alternative addresses as long as they meet the following guidelines:
- Orders placed using Paypal or Affirm may be shipped to any address confirmed on the payment account, regardless of the requested shipping method.
- Orders placed using a credit card require the correct billing address for processing.
- Alternative shipping addresses must ship within the same state.
- Orders with upgraded shipping methods must ship to the billing address.
- LEDGlow Lighting Reserves the right to require any high value orders to ship only to the billing address.
- Any orders placed through LEDGlow with an upgraded shipping method such as Next Day Air, Second Day Air, or Three Day Select, and orders totaling $500+ must be shipped to the billing address.
Signature confirmations are required by LEDGlow for any order shipped with an upgraded shipping method or any order valued over $500.00. Additionally, the carrier reserves the right to require a signature at any time. There are options for customers unavailable to sign for a package at the time of delivery:
- Sign up for UPS My Choice at https://www.ups.com/us/en/track/ups-my-choice.page. My Choice account holders can electronically sign for packages or request packages be held at Hubs. Please note that once changes are made through the My Choice platform, the customer assumes all liability for the package.
- Pick up your package at a UPS access point. UPS may deliver your package to an Access Point if you are unable to sign for your package. Simply use the tracking number to see the address of the UPS Access Point, along with the hours of operation. ID will be required at the time of pickup.
- Give us a call at 1.877.LED.GLOW to have your package held at a local Hub. UPS automatically selects the local Hub closest to you with pickup services. Please note that LEDGlow has no control over pickup locations, and once a Hub hold has been requested it can not be changed.
Standard & Free Shipping Services
We offer several different shipping options at checkout for our customers, starting with Free Same Day Shipping for orders that qualify! Find the method that is right for you and we’re here to assist in the event there are any questions!
- Please note that Free Shipping is only valid in the Contiguous United States on orders over $50.
- For orders under $50 shipping to the Contiguous United States, LEDGlow offers a Standard Shipping of $6.99.
- Any orders placed through LEDGlow where Free or Standard $6.99 shipping is chosen will be shipped by either UPS or USPS.
- We will use our discretion in selecting the shipping carrier. However, if you prefer a specific service, rates are available for both UPS and USPS during the checkout.
- Ultimately, we want you to pick the shipping option that works best for you!
Shipping Delays
We are fully dedicated to honoring our Same-Day Shipping guarantee; however, sometimes circumstances outside of our control may get in the way and cause delays in transit (we’re mainly talking about weather here). In the event of unusual conditions like inclement weather, a state of emergency, common carrier shutdown, or another unforeseen interruption of service, we will not be able to guarantee Same-Day Shipping. Please know that we will do everything possible to ensure that your order is shipped and delivered on time!
Fulfillment Errors
We always strive to deliver 100% Customer Satisfaction! However, mistakes do happen from time to time with the shipping process. We apologize for any error in processing your order and for any inconvenience it can cause. We will take all steps to remedy the matter and ensure you have the full support of the LEDGlow team!
- Please contact us at 1.877.LED.GLOW or email us at Support@LEDGlow.com within 30 days of receiving your order.
- We will issue an RMA and prepaid return label for you to easily send back the incorrect item.
- Once the item/items are received, we will gladly ship the correct item to you or issue a refund. Whichever option you prefer!
- Any shipping corrections will be reshipped using the same service as the original order.
- There’s also the option of upgrading your shipping for an additional charge.
Warranty Shipping Responsibility
To initiate a Warranty related claim, please contact our Technical Support Team at 1.877.LED.GLOW or Click Here to contact us.
In the unfortunate event a Warranty return is necessary, a Return Authorization (RMA) will be set up. Shipping responsibilities for Warranty returns are as follows:
Contiguous United States:- Within 30 days of original delivery, LEDGlow has you covered for all shipping charges. A prepaid return label will be sent via email at the time the RMA is set up. Both the RMA and Prepaid label expire after 14 days.
- After 30 days, you are responsible for the cost of shipping to LEDGlow, and LEDGlow will cover the shipping costs back to you.
- For quick processing please be sure to include the provided RMA Number. Packages without RMA numbers won’t be processed in the 48 hour time frame.
- Any packages that are unable to be identified will be returned to the sender’s address as well.
- As a reminder, please insure your package, as we cannot refund or replace items lost or damaged in transit. Insurance is crucial because we do not assume responsibility for packages lost in transit during returns.
- You are responsible for the cost of shipping to LEDGlow. LEDGlow is happy to cover the cost of shipping back to you; however, if you require a specific carrier or method, you will be responsible for any additional costs.
- For quick processing please be sure to include the provided RMA Number. Packages without RMA numbers won’t be processed in the 48 hour time frame.
- Any packages that are unable to be identified will be returned to the sender’s address as well.
- As a reminder, please insure your package, as we cannot refund or replace items lost or damaged in transit. Insurance is crucial because we do not assume responsibility for packages lost in transit during returns.
Damaged Packages
We apologize if your package and products were damaged in transit! Unfortunately, once a package has been shipped, we don’t have any control over what happens in the actual transport process. Honestly, we wish we could deliver it directly to your door ourselves! If something does happen to the package, please contact LEDGlow Customer Support immediately at 1.877.LED.GLOW or email us at Support@LEDGlow.com.
A Customer Support Specialist will be happy to assist in setting up a Damaged Package Claim and provide you with the steps required to rectify the situation.
Please begin the process by taking clear, high-resolution photos for us to inspect. Preparing images ahead of time can help cut down on the time it takes to process your claim:
- Photo of the shipping box with our shipping label visible
- Photo of the box spec on the bottom of the box
- Photo of the damaged product
- Photo of the packaging
We do ask that you keep all contents and original packaging for 14 business days while the shipping carrier conducts their investigation.
Refused or Undeliverable Packages
Packages that are “refused” or deemed “undeliverable” or “incomplete” because of the address provided will be refunded once returned to us. One of our Customer Support Specialists will contact you to confirm receipt and inform you of the refund. Please note that you are responsible for any shipping charges or brokerage fees (original and return shipping charges). It’s never something we want to do, but we will have to deduct these fees from the refund amount.
International Customers
All customs, brokerage, and import duty fees that are incurred with international orders are the responsibility of our international customers.
- These fees are applied and determined by the shipping carrier based on the country the product is being delivered to.
- Please note that LEDGlow is not responsible for these charges, and we do not possess any additional information regarding how those fees are calculated.
- We want to make sure our valued international customers do not think of them as additional shipping fees that we applied.
- If you have questions regarding this issue, please contact your local customs office for more information prior to purchasing.
- All prices listed on our website are shown in USD.
Canadian Customs and Brokerage Fees with UPS Standard Shipping
This will get a bit technical here but it is important information for our Canadian customers. Canada Customs requires Canadian recipients to pay applicable duties and taxes on each shipment entering Canada. These charges may include PST, GST, HST, duties and other taxes of goods (e.g., excise tax). A brokerage fee is also charged to process shipments and present the requisite customs paperwork to Canada Customs on the importer’s behalf. We ship orders under UPS’s e-Tailer Brokerage Program (eBP), where eligible shipments imported into Canada for non-commercial purposes and valued under CAD $500 shipped via UPS Standard service are subject to a reduced brokerage fee of CAD $10, plus any applicable duties and taxes. Shipments valued at CAD $500 and above and/or being imported to Canada for commercial purposes and/or subject to specialized clearance may incur additional fees. Please be aware that UPS will request payment of these charges at the time of delivery. However you can call UPS ahead of time (1-800-742-5877) to pay these charges, eliminating the need for payment on delivery.