Q: Can you ship my order to your showroom and I'll pick it up?
A: No, you cannot have your online order ship to one of our showrooms for pickup. We provide you with convenient drop shipping so your product is delivered straight to your project site so you get the product as soon as possible.
Q: Can you store my order until I'm ready for it?
A: Unfortunately we do not offer storage services. Once your order is ready in the factory, it is shipped to you.
Q: Can I change the ship-to address after the order is placed/shipped?
A: Yes you can, for a fee. When the product leaves our warehouse for delivery you receive a tracking number for the package(s). At this point in time the package has been directed to the delivery address on file. Any changes to that address may be done directly with the carrier. Additional fees and/or restrictions may apply. Please refer to the regulations from the noted carrier (typically FedEx).
Q: What can I expect from your delivery team? Will they uncrate my fixtures and take away the garbage?
A: All goods are shipped with curbside delivery. Any white glove service will have to be arranged in advance with us. Please contact us for quotes.
Q: I have a fixture that I bought from another company. Can I get parts for it from you?
A: LightForm does not stock parts of accessories for our fixtures. We suggest you contact the store from which you made the original purchase.
Q: I ordered two of the same item with the same finish but there is a slight difference between some features -- why!?
A: Many of our fixtures are made from natural materials and/or using processes that may affect the final finish and or appearance of the fixture. This is usually noted on the product’s detail page. In these cases, slight variances to finish and/or texture are appreciated as a natural result of the materials and/or fabrication method.
Q: Can I rent/borrow your fixtures?
A: No, you cannot rent or borrow our fixtures.
Q: Do you have stock? Can I just pick up bulbs/parts/fixtures from you today or tomorrow?
A: LightForm’s warehouses do not carry stock for customer pickups. However, many of our showrooms will stock a limited number of LED bulbs. Please contact the LightForm showroom nearest you to check availability. Showrooms do not ship in-stock product: you must make the purchase and pick it up in-store only.
Q: Do your fixtures come with bulbs? Why not?
A: Not all of our fixtures come with bulbs. If they do, it will say so on the item detail page, and this is done only as a courtesy by the manufacturer.
Q: Do you have installers on your team?
A: We do not install light fixtures. We recommend you seek out an electrician or a similar trade professional, and have them follow the installation instructions that come with the fixture. Often installation instructions can also be found online.
Q: I see this light is made in Europe: will it work in North America?
A: Yes. The majority of LightForm’s products come from international destinations, but are manufactured for use in Canada and the USA. Refer to an item’s Certifications for specific information.
Q: What do those certification symbols mean?
A: Every country in the world has their own electrical code requirements. You can expect to see the following certification codes on LightFormSHOP.com:
- cULus: manufactured for North America, certified by The Underwriters Laboratory for use in both Canada and the USA.
- cETLus: manufactured for North America, certified by Intertek for use in both Canada and the USA.
- UL only: manufactured for use in North America and labelled by The Underwriters Laboratory for the USA only.
- ETLus: manufactured for North America, certified by Intertek for the USA only.
- CE: manufactured for use in NA; however, conforms only with health safety and environmental protection within European economic area only. NOTE: many electrical contractors will not install products with CE markings only. Please consult with your electrician.
Q: Can you ship to a P.O. Box?
A: No, we cannot ship to a P.O. Box.
Q: Do the “Ships In” times include delivery?
A: The “Ships In” times located on each item detail page do not include time for delivery.
Q: Do you offer trade of volume discounts?
A: We offer discounts to members of the trade such as designers, architects, and contractors who have presented appropriate credentials and have been approved for our Trade Program. In addition, we can offer special discounts for orders with large quantities. Please visit our Trade Program page to sign up. Or contact us.
Q: Where is my order?
A: Once you submit your order with us we’ll send you an order confirmation. Then the light gets made (if it’s made to order). Once it is ready to ship, we’ll send you an email notification containing information about the shipping carrier (most often FedEx) and a tracking number. After that point you can track your order with your tracking number for the specific carrier.
Q: I don’t understand some of the terms on the product specifications page.
A: Check out our lighting Glossary for help with lighting related terms.
Q: Where can I see these lights in person?
A: In our lighting showrooms! We have four beautiful showrooms across Canada filled with inspiring lights and friendly, knowledgeable staff to help you navigate the options. Visit our lighting showrooms in Toronto, Edmonton, Calgary, and Vancouver if you want to see lights in person.
Q: Where can I find information about the people who design these lights?
A: From design icons to up-and-coming design stars, the people who design these lights are talented. Read all about the on our Designers pages. There you’ll find images, biographies, and links to all the lights they’ve designed.
Q: Where do I find information about a product’s lead time?
A: You’ll find lead time information for every product on the product detail pages, in the “Ships In” heading. Please keep in mind that all lead times are approximate and dependent on stock levels at any given time. Connect with us for specific lead times.
Q: What is your Return Policy?
A: Please read our Terms of Service for details about Returns.
Q: What is your cancellation policy?
A: Please visit our Terms of Service page to review our Cancellation Policy.
Q: What if my order arrives damaged?
A: If, by some chance, your order arrives damaged, please contact our Customer Service via email CustomerService@lightform.ca
Q: How much time do I have to check my package for damage?
A: Please check your package as soon as you receive it. Orders that arrive via freight must be checked at delivery. If you find any issues, please contact our Customer Service team immediately:
587.405.4043 (9am - 5pm MST/MDT)
Q: Which internet browsers/operating systems support your website?
A: The LightFormSHOP.com website is supported in the following browsers and platforms:
Google Chrome 58(2): Windows 10, 8.x, 7
Internet Explorer: Windows 10, 8.x, 7 with service Pack 1 SP1 or higher
Safari 10: Mac OS X10.10 or newer
Mozilla Firefox: Windows 10, 8.x, 7, Vista, Mac OS X10.6 and newer
Microsoft Edge: Windows 10 (Anniversary update)
Q: I’m having trouble with the website, how do I get help?
A: Our website is currently in Beta phase and we appreciate any feedback. We have a Web Support team ready to help: 1.888.908.8850 (6:30am - 5pm PST/PDT).