FAQ - Frequently Asked Questions
Where is your lighting and home decor made?
Most of it is designed here in the U.S. and assembled in China. An increasing percentage of products are made here in the U.S. and some fixtures or parts are produced in India, Vietnam, Mexico, or Europe. Crystal for chandeliers comes from Europe and Egypt. If you have a question about the origin of a specific item please email us.
Are the Tiffany lamps made of glass or plastic?
Glass. If you flick them with your finger, they don't "ring" like a wine glass, because the glass pieces are surrounded by solder, which deadens the sound.
I like one of your Tiffany pendants. Will the colors be exactly like the picture on your website?
Not necessarily. Stained glass shades are hand-made and each piece of glass is hand-picked and assembled. There are general color guidelines to follow for assembly but each lamp is a hand-made work of art and they are all slightly different.
I don't see what I'm looking for on your website. Can you get it for me?
Very likely. Call or email us to find out.
I need a stained glass window in a size I don't see on your website. Can you have it custom-made for us?
Yes. Call or email us for a quote and turnaround time.
My ceiling is 20 feet high and is sloped. Will the chandelier I picked out on your website work in our space?
In most cases we can make it work with special ceiling canopies and extra chain. It depends on the manufacturer or specific item. We'd be glad to find out for you.
I broke the glass shade of a fixture I didn't buy from you, but I see it on your website. Can I just buy a shade?
Yes, most of the time. As long as the manufacturer has the shades in stock and will sell them separately to us (some items only come as a set) then we can sell them to you.
I can't figure out how to put together this chandelier. Can you help?
There should be an instruction sheet in the box. If not, we can get one from the manufacturer (most manufacturers have these, but not all) and email you a copy of it. If you still cannot figure it out or if there seems to be a part missing, we can talk to technical help at the manufacturer and get the problem solved.
Do you warranty the products you sell?
Each manufacturer has a limited warranty on their products. If you have a warranty question about a specific product, we can ask the manufacturer for you.
What credit cards do you take?
American Express, Visa, MasterCard, and Discover.
Can I buy from you without using a credit card?
Yes. You can purchase by mail or by fax. The forms can be found here.
Do you charge sales tax?
As of this time (2013) the only sales tax we charge is for items delivered to California.
Why is my email address required when I order on your website?
What kind of discounts do you offer?
We offer coupons and sales (see our Sale page and Coupons page). In addition we have a "Best Price" offer--just contact us with the model number of an item, state it would be delivered to, and quantity. We'll be glad to give your our Best Price on it!
How do I cancel an order?
Unshipped orders can be cancelled free of charge if we are contacted early enough to stop shipment. Once an order has shipped, the shipment can sometimes be recalled and brought back. Recalled shipments will incur a shipping charge and possibly a 20% restocking fee if we are charged that fee by our suppliers. If the item is delivered and someone is able to speak to the delivery person before they leave the box at the door, you can refuse delivery. You are responsible for the cost of that package being returned. Or if the box is delivered and not refused, you are responsible for return of that unopened package. If this happens, contact us for return instructions. Please see our RETURNS policy page for details. Please note that orders for custom and made-to-order items cannot be cancelled once production begins.
How much does shipping cost?
Shipping is free on orders over $99.00 for delivery to the lower 48 continental United States. Shipping quotes can be supplied for Alaska, Hawaii, and international orders. See our shipping table for rates on orders under $99. Some custom or made-to-order items do not qualify for free shipping.
Where do you ship from?
Almost all of our products ship directly from the manufacturer's warehouse(s) located across the United States. A few items, namely many Clearance items, ship from our location in Southern California.
When will my order ship?
Manufacturers have different turnaround times. On each product page is a line that states the approximate ship-by date for in-stock items.
Do you ship internationally?
In many cases, yes. Contact us with the delivery address and model number of the item. If it can be shipped there, we can get a shipping quote for you.
How am I notified that my order has shipped?
We try to email you a tracking number and ship date when we are notified by the manufacturer that an item has shipped. Sometimes items ship and are delivered before we are able to send a tracking number.
I ordered several items. Some of them were in stock and some were backordered. Can I get the in-stock items now and the backordered ones later?
Yes. We can arrange to ship-as-available, or if you prefer, wait and ship together.
Do you offer expedited shipping?
Yes, but not through our online checkout. Call or email us regarding when you need the item and we will ask the manufacturer for an expedited shipping quote. It may take one to two days for the manufacturer to get us the information.
I received a lamp that I ordered for our bedroom and it's just too big for the space. I want to return it. Is there a restocking fee?
If you want a refund, there is a 20% restocking fee because the item is being returned for a reason other than damage or defect. The products we offer are usually shipped directly from the manufacturer and they charge us a restocking fee which we have to pass along to our customer. If you would prefer to receive a store credit for the full cost of the item, just let us know. The store credit is good for a year for anything on our website. See our full return policy.
An item I ordered arrived damaged. Do I contact you or the manufacturer?
Contact us within 10 days of receiving the item and we will respond with the details of how you can proceed.