FAQ

Q: When will my order ship?

A: All in stock orders placed Monday through Friday (holidays excluded) by 3PM eastern time will ship the same day. All in stock orders placed after 3PM will ship the next business day. You will be contacted via email regarding any backorder situations that may exist.

Q: When will my credit card or Paypal account be charged?

A: If you used a credit card for payment your card will not be billed until the time that your items actually ship. If you paid with Paypal your account is billed immediately when the order is placed. The original authorization at the time of order may appear as a hold on your account however, this is not a charge. Your card is actually charged only at the time of shipment. No charges are placed on your card prior to the items actually shipping. The exception are items considered Special Order. All special order items will require prepayment in full.

Q: What do I do if I ordered or received the wrong item(s)?

A: If your order has not yet shipped and you need to make changes you may do so via My Account on the website or call us immediately. If your order has already shipped, please contact us via email at [email protected] or call us at 1-888-539-8847 so we can resolve the problem.

Q: Why is there a backorder? What does the term Backorder mean?

A: A backorder is when an item is not in stock at our facility and will be shipped at a later date or shipped directly from the manufacturer. We try to notify all customers if any items will not be shipped within 2 business days.

Q: Partial shipments?

A: We will not ship partial orders, except on special request. You will be notified first.

Q: How do I know when my order has shipped?

A: When your order is shipped you will be sent a notification via email along with the tracking information.

Q: My order arrived but items are broken, what do I do?

A: First, please contact the shipping company and report the damage, then inform us about damage at [email protected] or call us at 888-539-8847. If you did not select the glass breakage insurance option on our checkout Lamp Express will not be repsonsible for unapproved Carrier claims. Please refer to our terms and conditions for more details here: http://www.lexusa.com/termsconditions/

Q: I need a larger volume of products, how can I get a discounted price?

A: Distributors and Dealers can log into their account for pricing. Commercial customers requiring large volume shipments please contact us at [email protected] or call us at 1-888-539-8847.