Ordering & Shipping Information
Customers who place orders online are responsible for the accuracy of
their product selection and information entered. Customers who place
orders by phone or chat must review their receipt for accuracy within
- Enter in billing information
- If your shipping address is different from billing, enter the shipping address details
- You will receive two email confirmations including account information, one confirming your order and one confirming payment
When your order is shipped you will receive a shipping confirmation via-email.
We accept Visa, MasterCard, Discover and American Express through our online payment system.
Please note: If you use this site, you are responsible for maintaining the confidentiality of your account ID and for restricting access to your computer. You also agree to accept responsibility for all activity that may occur under your account ID and password.
TroyLightinglights.com ships most items via FedEx / UPS in the 48 Contiguous United States (Alaska, Hawaii, and Puerto Rico do not apply) free of charge for purchases over $49. There will be additional charges for rush delivery.
In the event no one is home to receive your order, we recommend you send your package to a business address to ensure delivery. Sending your package to a commercial address will also guarantee a speedy arrival.
Some of our products cannot ship via FedEx / UPS ground and must ship via motor freight. Motor freight shall include "curbside delivery" to the shipping address only and shall not include optional services such as transferring the items inside the residence. Any additional services required (inside or white glove delivery) may be provided at an additional charge and must be requested at the time of order.
Items that ship via freight or FedEx / UPS Oversize are not eligible for Free Return.
Tracking Your Order
For your convenience, to track your order, click on the My Account link on the TroyLightinglights.com web site and log in. Then simply click on the Order History button to get real time order status.
Privacy & Return Policies
TroyLightinglights.com guarantees all products against all defects for 30 days. If you receive a defective item, we will pay all return shipping on the item and ship an identical replacement to you at no extra charge.
TroyLightinglights.com does not sell or lend customer information to third parties.
We are happy to assist you in the cancellation of any order prior to shipment. Please call our customer care advocates at (866)344-3875 to request cancellation of your order. We will verify the order status and process your cancellation and refund immediately if able. If your order has already shipped, we will assist you in starting the return process as per the "Standard Return Policy".
Once an order has already shipped, it cannot be canceled, rerouted or redirected. If you would like to return the item, you will need to follow the "Standard Return Policy". Do not refuse the delivery of non-damaged goods as this may result in up to a 50% restocking fee. A delivery refusal may also result in the loss of your product and may void any possibility of a refund. You will also be charged for roundtrip shipping costs.
We are proud to have the simplest return policy in the industry!
No Restocking Fees
As Lighting Experts, we understand that sometimes you may not know if the light is going to work in your space until you open the box and see it in person. We want you to be happy with your purchase the first time, we also want you to be happy when you come back. That's why we have completely eliminated restocking fees at LightingNewYork.com and all of our affiliated sites. You are only responsible for return shipping on any item not covered under our Risk-Free Returns Policy. Ask your Lighting Expert for details or for assistance when choosing the right lighting for you.
Please note: Returns must be requested within 30 days of receipt. Also, any items returned without authorization, returned to the incorrect location or returned in a damaged or unsellable condition may still be subject to additional fees that will be deducted from your refund or no refund able to be issued.
We offer pre-paid returns on items able to ship via FedEx / UPS within 30 days of receipt from within the 48 Contiguous United States (Alaska, Hawaii, and Puerto Rico do not apply). International orders, custom Items, closeout or clearance items and oversize or freight items are excluded from the pre-paid returns offer. To arrange a return:
- Please contact our Customer Care Advocates; a return shipping label will be sent to you via email within five business days
- Apply the label to your package and take it to your nearest FedEx / UPS pick-up center
- We strive to refund you as quickly as possible. In most cases, a refund will be issued once the package is received. Returns on larger items or on orders of larger quantities may need to be inspected before a refund is processed.
- Please see our International Policies for international returns.
Returned products must include: all the original packaging, including all papers, parts and associated pieces. The items are to be uninstalled, in new condition and with no clipped wires or missing hardware. If a returned item is determined to be in non-sellable condition, no refund will be issued on that item. You may also be responsible for any return shipping fees.
The following are considered NON-RETURNABLE merchandise:
- Any item that is marked as nonreturnable
- Any custom made or custom built fixture
- Clearance items, custom quotes, special discounts, and orders of ten or more units
- Any item that is not in resellable condition
- Any item that is not in its original box with the original packaging materials and assembly instructions
- Light bulbs, glass, parts and shades
- Any item without the correct RMA number written on a separate sheet taped to the box
For oversized or freight items, you are responsible for all shipping charges back to our warehouse. You are also responsible for insuring the shipment and for providing proof of return tracking of the package.
Refunds will be issued upon inspection of the returned item. Per inspection, as long as the product is in new condition, received in its original packaging, and sent to the correct warehouse, you will be issued the refund you are due, less any applicable fees or handling charges.
If a returned item is determined not to be in "As New" condition, it will be subject to additional fees being deducted from the credit or the credit may be denied completely.
Return requests made outside of this stated policy will be subject to review and may result in shipping and restocking fees depending on the situation. Items returned outside of this policy will be for store credit only as we are unable to refund on items returned outside of the 30 day return policy.
In the event that an item is damaged in transit, we will do everything we can to resolve the matter immediately. When items are shipped by FedEx or UPS, we must contact them within 48 hours to ensure a quick, free of charge resolution. Upon inspecting the merchandise, please contact us by calling our toll free number (866)344-3875 or through email, noting what was damaged, so that we can assist you immediately and expedite a new item right away.
For larger items that are shipped via freight carrier, you must inspect the item on site, and mark any noticeable defects on the bill of lading. Once you do so, please call our toll free number right away so we can file a claim with the carrier and expedite a replacement immediately.
In the rare event of a manufacturer defect, we again ask you to call our toll free number with a detailed explanation of the problem or issue. One of our Customer Care Advocates will instruct you on how to get your item replaced, or get the correct parts expedited to you.
Please note: Photos are required to process most damage claims and we may be unable to process your request without photos. Take a digital photo of the damaged or defective item for your records and e-mail us a copy at firstname.lastname@example.org
Damages or defects reported after 30 days will be subject to review and will be available for replacement only, subject to the manufacturer's warranty.
We reserve the right to charge or invoice you for any item not returned which we have provided prepaid return labels for.
SSL encryption is used to transmit your personal and financial information over the internet for a safe and secure transaction.
TroyLightinglights.com strives to give you accurate content, including product information, policies, pricing, and visual displays. Policies, pricing, and item availability are subject to change without notice, and TroyLightinglights.com reserves the right to limit quantities. Prices displayed are subject to final approval at the time of order fulfillment. While TroyLightinglights.com tries in good faith to make sure that the information displayed is accurate, they are not responsible for typographical errors or technical inaccuracies. This disclaimer in no way affects the terms of the manufacturer's warranty, if any.
110% Low Price Guarantee
Now through December 15, all purchases are eligible for 100% Price Match, BEFORE & AFTER the sale! Questions? Contact a Lighting Expert at 1-866-344-3875.
At TroyLightinglights.com we do everything in our power to ensure that
you're not paying too much for your purchase. That's why we offer our 110% Low Price Guarantee.
If you find a lower advertised price (including shipping, handling and
taxes if applicable) on the same item¹, simply let us know and we'll
gladly meet that price and beat it by an additional 10% of the difference!
The items must meet the following criteria to qualify:
- The product is in stock and available for immediate shipment from the competitor
- The product is not a close out, discontinued or clearance item
- The advertised price is from an authorized U.S. retailer² (online or offline)
- The price is a published price and/or you have a written quotation from a competitor. Verbal price quotes are not acceptable
- The Low Price Guarantee cannot be applied to previous orders, it only applies to new orders or to open quotes
To place your order or inquire regarding a price Guarantee, please call us toll free at (866) 344-3875. Before contacting us, please make sure you have the complete URL (address) of the competitor's web site, along with your name, phone number, and the details of the price difference so that we can help you as quickly as possible.
Additional Terms & Conditions
The Low Price Guarantee cannot be used in conjunction with any other
coupon or project pricing offer, nor does it apply to limited-quantity
offers, manufacturer's rebates, closeouts, clearances, special, sale,
or limited-time discounts, bulk quantity items, or typographical
errors. Offer does not include wholesale or "trade," contract or
manufacturer direct pricing, or below wholesale cost pricing.
The 110% Low Price Guarantee does not apply to the following vendors:
Minka Lavery, Minka Aire, Metropolitan Lighting, George Kovacs, and Ambience by Minka Lavery
¹ "Same" is defined as an item of the same styling and product by
the same manufacturer. Products must be first quality, all new,
factory-sealed, of the same brand, style, and SKU.
² TroyLightinglights.com reserves the right to determine which offers
are from authorized retailers. In the event that TroyLightinglights.com
determines that the competitor's offer does not qualify for the Low
Price Guarantee we will notify you and will not be able to fulfill the