search button

Frequently Asked Questions

For information regarding purchasing, shopping, shipping, general and technical/privacy issues, please refer to our Frequently Asked Questions list below.


Purchase

1. What is your return policy?

Destination Lighting has a detailed Return Policy which is posted online.

2. What credit cards do you accept?

We accept Visa, MasterCard, American Express and Discover Card.

3. Can I order by telephone?

You can contact our Call Center between 7 a.m. and 5 p.m. (Pacific Time) Monday through Friday and between 11 a.m. and 4 p.m. (Pacific Time) Sunday at (800) 653-6556.

4. Will you send an order confirmation via e-mail?

An order confirmation message will be sent to the e-mail address you provide us for each order you submit. We recommend that you print and save the e-mail for your reference. Please be sure to enter your e-mail address correctly to ensure that you receive your order confirmation. An additional e-mail will be sent when your order is shipped.

5. How can I find out the status of an order placed online?

Registered Destination Lighting customers can keep track of their online order by going to My Account and choosing Order Status. Non-registered customers can enter their order number in the site's Search box, or contact Support for assistance.

6. How can I change My Account information?

You can change your contact information at any time by signing into My Account and editing the information. Save the changes and your account will be updated.

7. Do you charge sales tax?

Washington, Idaho and Texas require us to collect sales tax. The appropriate sales tax will be added to orders shipped to either of those states.

8. How can I make a change or cancel my order?

Once an order has been placed, you cannot change or cancel your order online. To request a change or cancellation of an order, please contact our Support Staff.

9. How long will it take for my order to ship?

Purchases are shipped from our warehouse in Seattle, Washington, within one business day from receipt of your order. All items are shipped Standard UPS Ground Delivery, orders normally arrive within one to seven business days. To rush delivery on an order, click the "Expedited Shipping" box on the shopping cart checkout page. Delivery time depends on product availability and distance from our distribution center.

10. What does "special shipping required" mean?

Special conditions apply to the delivery of oversize items. A detailed description of shipping methods for such items can be found on the product information page.

11. Where can I get information on product warranties?

All of our products are covered by manufacturer or Destination Lighting warranties. To obtain warranty information for a specific product, contact our Support Staff.

12. Do all of your lighting items meet safety standards?

Every lighting product we sell has been given either the Underwriters Laboratories (UL) Mark of approval or the (ETL) Listed Mark of approval.

12. What is your 30-day money-back guarantee?

If you are not satisfied with a purchase from Destination Lighting we will refund your credit card the amount of the purchase, less any applicable shipping charges and a restocking fee of $9.95 provided we receive the item within 30-days from when it was shipped. The returned merchandise cannot have been installed and must be in resalable condition. The customer is responsible for return shipping unless the item was received damaged, in which case Destination Lighting will arrange for return shipping at our cost.


Shopping[ Back to top ]

1. How do I search for a specific item?

Destination Lighting has a site-wide search. Enter one or more words into the box next to "Find it Here" at the top of the page and our system will return a list of products that "match" the keywords you entered.

2. How do I place an order?

To place an order online, simply click the "Add to Cart" button on the product's detailed information page. To place an order by phone, please contact our Support Staff.

3. Can you tell me the availability of a specific item?

Typically, if an item is out of stock our system will alert you before checking out. On rare occasions you might order a product that we cannot ship. Should that occur our Support department will contact you.

4. Do you carry parts and accessories?

We have many parts and accessories online. For a specific item you can't find online, please contact the Support department for further information about ordering or availability of those items.

5. Can I make special orders?

If you are looking for a specialty lighting item and you do not find it on our Web site, contact our Support department and we will be happy to assist you in locating the item and placing an order.

6. What is a transformer?

A transformer is the key to a low-voltage system. It reduces standard line-voltage to 12 or 24 volts. The total output wattage of the transformer determines the total wattage of the heads to be used on the system. To determine the transformer size you will need, add up the wattages of all the light bulbs you plan to use then select a transformer that matches as closely as possible the total light bulb wattage. For example: if you have 11 fixtures all rated at 24.4 watts, you will need a 300 watt transformer: (11 x 24.4 = 268.4 watts). For optimum performance, the transformer output should be loaded between 50% and 100% of the rated wattage.

Shipping[ Back to top ]

1. Can I purchase items for delivery outside of the U.S.?

Yes, we provide international shipping through our partner Bongo International.

2. Can orders be shipped to a Post Office Box?

We regret that products cannot be shipped to a P.O. Box. Please contact our Support department for more information.

3. How are the shipping costs calculated?

The Free Shipping offer is available on all orders of $49.95 or more, delivered within the contiguous United States via UPS Ground or freight carrier (if the product is oversized). Orders that do not meet the Free Shipping requirement will be charged a flat rate fee of $9.95.

We are happy to accommodate your requests for shipping to Alaska or Hawaii, and our Support department will contact you with a shipping quote after you submit the order.

Shipping calculations are applied to orders before taxes.

4. What happens if I don't receive my merchandise?

Registered Destination Lighting customers can check the status of their online orders by going to My Account and choosing Order History. You can also contact Support to check the status of your order.

5. What happens if the merchandise I receive is broken?

Please contact our Support department and have your order number ready.

6. What do I do if I only receive a partial shipment?

Registered Destination Lighting customers can check the status of their online orders by going to My Account and choosing "Order History." You can also contact Support to check the status of your order. Due to product availability, packaging and other factors, your order may be processed in multiple shipments. The order details will be listed on your order confirmation. You will receive a shipping confirmation for each shipment.

7. When will my items be shipped?

Shipments generally leave our Seattle warehouse within 48 hours of receiving the order. Orders received Friday after 1 p.m. will be shipped on the next business day. All orders are shipped Standard UPS Ground Delivery and normally arrive in one to seven business days. If you have not received your shipping confirmation and you are registered customer, you can check your Order History by signing on to My Account, or you can contact our Support department. To see a map illustrating the estimated number of transit days for delivery of in-stock orders via UPS Ground please click here.

8. Can I track the status of my order even though I am not a registered customer?

Yes. To track the status of an order, simply enter your order number into the Search box found on the upper right corner of our site. You will be directed to another page that will prompt you for the email address you provided at your point of purchase. After entering the required information, you can access your Order History which includes a list of the items that you ordered and a UPS tracking number. Please visit the UPS site for a more detailed description of your package's transit location.

9. Why can't I access my order status as a registered user?

If you did not log in as a registered user before making your purchase, you will be unable to retrieve your Order History through My Account. Please enter the order number in the Search box located in the upper right corner of the site to get status information, or you can contact our Support department for assistance.

10. What if I need rush delivery?

If you need to have an order expedited with rush delivery, click the "Expedited Shipping" box on the shopping cart checkout page. Support will contact you with a shipping quote usually by the end of the next business day. Contact Support if you have any questions on your expedited your order.

11. How are oversize items shipped?

Special conditions apply to the delivery of oversized items. A detailed description of shipping methods for such items can be found on the product information page.

General[ Back to top ]

1. Where are your warehouses?

We have two warehouses, one in Seattle, Washington and one in Portland, Oregon.

2. Do you have lighting showrooms?

We have 14 showrooms throughout the Pacific Northwest and Texas. We do business as Seattle Lighting in Washington, Globe Lighting in Oregon, Builders Lighting in Idaho and Meletio in Texas. You can learn more about Destination Lighting online.

Technical/Privacy[ Back to top ]

1. Why do you need my e-mail address?

When you make a purchase, your e-mail address is used to send automated confirmation messages. The e-mail will contain important information about the transaction for shipping and tracking purposes.

2. Will my e-mail address be used for purposes other than purchasing, shipping and tracking information?

While we do not disclose or sell personal information such as your name, mailing address, e-mail address or telephone number to third party companies, we retain the right to use your information for our own marketing purposes. All registered users will receive the My Design Advisor newsletter and may receive other promotional offers from Destination Lighting. Users can choose to opt-in (subscribe) or opt-out (unsubscribe) at any time. Please read our Privacy Policy for more details.

3. Is the information I give you secure?

All orders are encrypted with Secure Sockets Layer (SSL) technology, which encrypts all of your personal information so that it cannot be read as it travels over the Internet. If you wish to order by telephone, please contact the Support department.

4. What Web browsers can I use?

Destination Lighting supports the latest version of Internet Explorer, Firefox 1.1 and above, and the latest version of Safari and Opera.

5. Do you use cookies?

Destination Lighting uses cookies on our Web site. A cookie is a small alphanumeric identifier that our Web server places on your browser to uniquely identify you as a visitor to our Web site. Cookies enable Destination Lighting to track usage patterns and deliver customized content to users. Destination Lighting cookies do not collect personally identifiable information, and we do not combine the general information collected through cookies with other personal information to tell us who you are. Most browsers have an option for turning off the cookie feature, which will prevent your browser from accepting new cookies. However, cookies need to be enabled to effectively shop the Destination Lighting Web site.

6. Will you sell or rent my e-mail address to other companies?

We do not sell, rent or give away any identifiable personal information to any third party. Read our complete Privacy Policy for more information.

7. What happens if I don't complete my transaction?

If you do not complete the full transaction, the order will not be submitted for processing.

8. Why am I having problems displaying this site?

Destination Lighting supports the latest version of Internet Explorer, Firefox 1.1 and above, and the latest version of Safari and Opera. If you are experiencing difficulties, it is likely because you are using an outdated version of your browser.

9. What do you do with my credit card information?

We have taken many steps to ensure the security of your personal information. We never keep your credit card information in our Internet database. We protect sensitive information you give us by using Secure Sockets Layer (SSL) software, which encrypts the information you submit. This allows us to validate your data and provides us with a method to receive payment from you.

10. What is your privacy policy?

Our detailed Privacy Policy is available online. If you have any questions please contact Support.

11. Why do you need my telephone number?

When you make a purchase, we require a telephone number to complete your shipping transaction. It also gives us a way of contacting you should we need to.

[ Back to top ]