FAQ
Questions You might Ask:
SHIPPING AND ORDERING:
What types of payment methods are accepted?
Northernlightswa.com accepts Visa, MasterCard, Discover, American Express, and debit cards that have the Visa or MasterCard logo. Your card will be billed as Phoenix Electric Inc.
How are orders processed?
Orders are processed in real time. This means that you should receive an email confirming your order almost instantly. In addition, a customer service representative will contact you to notify you of the shipper and shipment status. We strive to have the best customer service within the industry.
Can I cancel my order?
Orders that have not shipped can be cancelled with no penalty. If you need to cancel an order, please contact customer service as soon as possible.
An Additional note, once an order has been sent for shipping, it is considered a shipped order. This may occur in an hour, a few hours or even 1 day prior to shipment. At this late stage in the process, it may still be possible to cancel an order and we will certainly try if that is your wish. However, please note that in some cases, it will not be possible to retrieve the order and prevent it from shipping.
Do you have catalogs that you mail out?
We unfortunately, do not have catalogs that we can send you, however we do have our web site that is constantly updating that you may use as a catalog.
How do I know that Northern Lights has received my order?
You will receive an email thanking you for you order, and a general order confirmation of your purchase. This confirmation will be emailed to the email address that you provided during your ordering process. Also, a customer service representative will electronically contact you shortly after your purchase with varied shipping status information. If you do not receive any of this feedback, please contact us.
Why is there a sales tax when I'm ordering online?
We are required by Washington state law to charge 8.5% sales tax on items sold within the state of Washington.
SHIPPING QUESTIONS:
How much will you charge to ship my order?
Northern Lights provides "FREE SHIPPING" to the greater part of the United States at no charge to the customer (Some restrictions apply). Our current shippers are FedEx UPS, and DHL which shipper is determined by a customer service representative. We do not ship to Hawaii, Alaska or overseas at this time.
Do you ship to Alaska or Hawaii? What about international orders?
In order to keep shipping costs down, we can not ship to either Alaska, Hawaii, or overseas at this time.
Do you offer express shipping?
At this time we only offer regular shipping as determined by a customer service representative. We may in the future offer express shipping. Contact us for further information.
What is the average ship time once you receive an order?
Before you order, you can see an estimate of shipping time from each vendor information page within our site. Some vendors take varied weeks depending on the specialty of the items that you require. If you have any questions about this our Customer Service representative will more than happy to help.
PRODUCT QUESTIONS:
Do you have products that are not listed on your online website?
We have access to thousands of light fixtures that are not yet listed on our site. If you are looking for a particular fixture, simply email us at customerservice@northernlightswa.com and we’ll get back to you with pricing and availability information
Do you warranty your products?
All warranties on the products purchased at Northern Lights are the warranties provided by the manufacturers.
Northern Lights’s sole responsibility and obligation in the event of defective merchandise shall be limited to the repair or replacement of the merchandise and Northern Lights shall not be responsible for any other damage or loss, which may be sustained or claimed.
Can Northern Lights guarantee availability of products on your site?
No, unfortunately our manufacturers reserve the right to make changes in products offered, materials and construction of their products at any time. Every effort is made to remove discontinued products from our site. All prices and descriptions listed on the web site are subject to change without notice.
I would like more information about a particular product. How can I obtain more information on it?
If you require additional information on a particular product we'll be happy to help answer any and all questions by either you emailing us at Customer Service or calling us at 1-800-999-9999 and ask for Internet Customer Service.
RETURNS / DAMAGED SHIPMENTS?
Does Northern Lights have a return policy?
Contact customerservice@Northern Lightslightingwa.com for this policy.
Why does Northern Lights charge a restocking fee?
We know the restocking fee is not convenient for our customers, but quite honestly, it is necessary for us to charge the restocking fee to recoup some of the losses we take on returns. The fact is that our suppliers charge a restocking fee to us (often in excess of the 25% we charge our customers) and we are passing on a part of it to our customers.
If you’re unsure about a purchase, give us a call and let us assist you before buying. We’d like to help you avoid the inconvenience and expense of making a return by helping you select the right product for your lighting needs.
How do I make a return?
Contact customerservice@Northern Lightslightingwa.com for this policy.
I called your customer service number, why do I have to submit the paper work in writing?
We have found that we get much clearer information from our customers when we provide a simple format in which to submit the information in writing. Also, we are able to work more effectively with our suppliers on your behalf if we have a clear understanding of why you would like to return an item.
What is an RGA (Return Goods Authorization) number?
An RGA (Returned Goods Authorization) number is simply a way for our suppliers to track shipments that are being returned to them. When you request a return, we will contact the supplier, who will issue an RGA number related to your return. We will pass that number onto you to include with your return shipment. No returns will be accepted without an RGA number.
My shipment arrived damaged. Who/Whom do I contact to get a replacement?
In spite of our best efforts, occasionally a light fixture will sustain damage in transit. We’ll get replacement parts or a replacement fixture to you as soon as possible. To help us expedite your request, please contact us directly at customerservice@Northern Lightslightingwa.com, giving us as much detail as possible about the damaged fixture. Having a detailed description of the problem helps us resolve the issue and get the new parts or a new fixture to you as fast as possible.
PRIVACY AND SECURITY?
What is Northern Lights' privacy policy? and How is my personal
information used?
Northern Lights (Northern Lightslightingwa.com) is committed to respecting and protecting the privacy of visitors and customers. Note, our privacy policy page.
We may request information from you to complete your transaction, including your name, address, telephone number, email address, and credit card information. Any information you provide us will only be used to support your customer relationship with Northern Lights (Northern Lightslightingwa.com). We do not sell any of the information provided by you to any other institutions.
How secure is my credit card information that is given online?
Yes. You order securely on our SSL compliant secure servers. SSL technology (Secure Sockets Layer) allows us to encrypt sensitive information that you provide directly to us.
You can verify that sensitive information is being protected by looking for a closed lock icon at the bottom of your web browser, or looking for "https" at the beginning of the address of the web page.
While we use encryption to protect sensitive information transmitted online, we also protect your information offline. Only a few well qualified, trusted personnel have the ability to access the internet data at any given time. The computers/servers in which we store personally identifiable information are kept in a secure environment.
CONTACT INFORMATION?
Who is Northern Lights?
Northern Lights has been the leading icon in the greater Seattle area. Serving builders, contractors, developers, architects, designers, and general public needs for over three decades.
Where is Northern Lights located?
Northern Lights' physical address is:
Northern Lights
123 NW Foottoe Drive
Seattle, WA 99444
How do I contact Customer Service?
Contact Information
Call us at 1-800-999-9999 or email to: customerservice@Northern Lightslightingwa.com.
Our customer service hours are Monday through Friday, 8am to 5pm PST and Saturdays, 10am to 4pm PST.
OTHER / MISCELLANEOUS?
Why shop at Northern Lights?
Why? Why shop at Northern Lights online storefront? Why not! Sure, we possibly have not been around as long as some distributors, we might not even be one of biggest, but you will not find another lighting company that is more concerned with customer satisfaction then us. We make up for it by selling exceptional products and merchandise, and strive to have the best customer service in the industry. We are big enough to handle any job or task and small enough to care.
With our buying power we can buy the best quality lights, fixtures or products and pass the savings on to you.
Who can buy from Northern Lights?
Northern Lights provides shipping to the greater part of the United States at no charge to the customer. (some restrictions apply) We do not ship to Hawaii, Alaska or overseas at this time. We may in the future offer the ability to buy and ship merchandise outside the U.S. in Phase IV of our website.
ADDITIONAL QUESTIONS:
| Contact: | customerservice@northernlights.com |
| Contact Main Number: | 206-123-4567 |
| Contact Toll Free Number: | 800-999-9999 |