Lighting by Gregory
Home > Frequently Asked Questions

Frequently Asked Questions

  1. What is the average shipping time?
  2. Do you ship outside the contiguous 48 states?
  3. How do I check the availability of a product?
  4. How do I check the status of my order?
  5. How do I make changes to my order?
  6. Can I cancel my order?
  7. Will you email me my tracking information once my order ships?
  8. Why was my credit card charged immediately?
  9. Can I return the fixture?
  10. Why are there fees for making returns?
  11. How do I make a return?
  12. What do I do if I receive broken glass?
  13. What if I receive a defective or damaged fixture?
  14. What if my order does not appear to go through?
  15. Can we visit LightingByGregory showrooms?
  16. Does LightingByGregory use cookies?
  17. How do I add products using Mozilla Firefox, if problems exist?
  18. What is your newsletter policy?
  19. Why can't I receive email from LightingbyGregory.com?
1. Q:  What is the average shipping time?    Top of Page
A:  Shipping times are dependant on the manufacturer* and average between 7-21 days if the product is in stock with the manufacturer.

* Wilshire and Matthew’s fan take 4-6 weeks for delivery, as these are made to order products.

2. Q:  Do you ship outside the contiguous 48 states?    Top of Page
A:  LightingByGregory.com does not offer free shipping to Hawaii, Alaska, Canada, Puerto Rico or international destinations. To ship to these areas you must provide your own shipping methods or shipping account numbers. These orders must be placed over the phone with a sales associate at 1-800-807-1826 seven days a week. If you are unable to supply a shipping account number, you will be charged applicable cancellation fees for you order.

3. Q:  How do I check the availability of a product?    Top of Page
A:  Please feel free to email us by clicking here or call us at 1-800-807-1826 to check the stock on a particular product. Be sure to have the product code and manufacturer when making these inquiries.

4. Q:  How do I check the status of my order?    Top of Page
A: Most orders ship within 7-21 days. If you are concerned about the status of your order, please feel free to email us by clicking here and we will respond within 24-48hrs.

5. Q:  How do I make changes to my order?    Top of Page
A:  You must call our sales team at 1-800-807-1826 within 24 hours of placing your order. There is a 5% processing fee for making changes to your order. All changes are dependant upon the manufacturers ability to hold the processing of your order.

6. Q:  Can I cancel my order?    Top of Page
A:  Orders can be cancelled by calling1-800-807-1826 before 5pm on the day the order is placed. For example, if you place your order at 8pm, you have until 5pm on the following day to cancel your order. After this time, you will be charged a 10% cancellation fee. This fee will go up incrementally the further the order is processed before cancellation. Cancellation fees can go up 50% of the purchase price. Orders cannot be cancelled after the manufacturer has processed and/or shipped the items.

7. Q:  Will you email me my tracking information once my order ships?    Top of Page
A:  While we make every effort to make this information available to you, most products are shipped directly from the manufacturer, and the tracking numbers are not provided automatically. To request tracking information email us by clicking here.

8. Q:  Why was my credit card charged immediately?    Top of Page
A:  As these are custom orders, shipping directly from the manufacturer, we charge your card to hold the product for you specifically, especially if the product is on back order or in the production stage.

9. Q:  Can I return the fixture?    Top of Page
A:  You can return most products* within 20 days of receipt, as long as the products have not been installed and are received by the manufacturer in salable condition. There are however return fees that can be up to 70% of the cost of the product depending on the manufacturer. You must also request a return authorization prior to making and returns.

*EXCEPTIONS:
  • House of Troy does not accept return on any products.
  • Thomas Lighting will only accept returns on packages that are factory sealed.

10. Q:  Why are there fees for making returns?    Top of Page
A:  Each manufacturer has a restocking fee for taking back product. These cover the cost to inspect the fixture upon receipt, repackage the fixture, and reshelf the product in the warehouse. The cost to return also covers the initial cost to ship out the product, as most customers receive free shipping. We also are covering the credit card transaction fees and general processing fees for crediting the return. We keep our prices as low as possible, which is why we are unable to cover these types of costs using overhead.

11. Q:  How do I make a return?    Top of Page
A:  Please send us an email within 20 days of receiving the items, by clicking here, to request a return authorization. Please include your order number, name, and product code you would like to return. We will respond within 48 hrs.

12. Q:  What do I do if I receive broken glass?    Top of Page
A:  Please send us an email by clicking here and we will request that the manufacturer ship you a replacement glass at no charge ASAP.

13. Q:  What if I receive a defective or damaged fixture?    Top of Page
A:  Please send us an email by clicking here, and provide a detailed explanation of the problem. We will determine with the manufacturer if they are replaceable parts. If not, we will request a return authorization and return mailing labels from the manufacturer, and will order you a new replacement fixture.

14. Q:  What if my order does not appear to go through?    Top of Page
A:  Please first check to see if you received an email confirmation of the order. Next please ensure that your credit card was not charged before placing a new order. If you have any questions or doubts as to whether your order is being processed, please feel free to contact us at 1-800-807-1826.

15. Q:  Can we visit Lighting By Gregory showrooms?    Top of Page
A:  LightingByGregory.com is affiliated with retail operations with over 16,000 square feet of showroom. Lighting By Gregory showrooms are available to the public in New York City and Upper Saddle River, New Jersey. Please be aware that orders placed in the showrooms will be subject to different policies than those provided on this website. Please see our Contact page for more information.

16. Q:  Does LightingByGregory.com use cookies?    Top of Page
A:  Our web site use "cookies", small pieces of data stored on your computer and delivered through your web browser. Most, if not all, e-commerce merchants now use cookies. By using this technology we can provide you with an enhanced shopping experience. It is possible for you to turn off cookies in your web browser. If you do this, you can still browse our web sites, but we will not be able to provide you with a more personalized shopping experience.

17. Q:  How do I add products using Mozilla Firefox, if problems exist?    Top of Page
A:  Some users have reported issues using this Browser.
If you are having trouble adding products to your basket when using Mozilla Firefox please select 'Tools' on the main menu in your browser, press 'Options' at the bottom of the menu, select the privacy Tab (picture of a lock) and then clear cookies.

18. Q:  What is your newsletter policy?    Top of Page
A:  We use our newsletter to send you up-to-date information on new products and sales. If you wish to subscribe to our newsletters, we ask for your information such as name and e-mail address. We do not sell your email address or distribute it to a third party. Every newsletter we send includes easy-to-use removal instructions and compiles with all Federal regulations for such communications.

19. Q:  Why can't I receive email from LightingbyGregory.com?    Top of Page
A:  LightingByGregory.com will send an email confirmation notifying the customer of their purchase. If a customer has completed an order with LightingbyGregory.com, but has not received the confirmation email, the customer should check their spam filter and/or folder. Most web-based email programs provide a button that says, "Trust this sender" or "This is not spam." The customer should select the LightingByGregory.com email address, and then select one of these buttons. This is especially important for all AOL, Comcast, and MSN email account holders, but in general it is a good practice for all email accounts. Please contact customer service if the problem persists and you do not receive an email from LightingByGregory.com or HomeDecorByGregory.com.