This policy applies to purchases made on our site across most countries around the globe. It is designed to lay out clear, transparent rules governing our shipping practices and procedures. By completing a purchase through our store, you acknowledge and agree to be bound by all terms set forth within this policy.
Shipping Cost
We provide complimentary standard shipping to over 98% of worldwide destinations we serve. A small number of remote locations will incur extra shipping fees. Any applicable surcharges will be displayed at checkout or confirmed by our customer‑support team prior to dispatch.
Express delivery rates are calculated during checkout based on destination, package weight and dimensions, and your selected delivery speed. All shipping fees charged by Ourslight will be clearly presented before you finalize your purchase.
Shipping Destinations
We offer international shipping to customers worldwide. Standard and expedited shipping options will appear at checkout subject to your location and preferred delivery timeline.
If your country or region is unavailable for checkout, please reach out to support@ourslight.com for further assistance.
United States
When your items are in‑stock at either our East Coast fulfillment facility in Baltimore, Maryland or our West Coast warehouse in Santa Fe Springs, California, your order may qualify for expedited processing and delivery.
Order Cut‑Off Time
Our daily order cutoff is 6:00 AM Pacific Time (PT) / 9:00 AM Eastern Time (ET).
Shipping Process (Working‑Day Calculation)
Total Delivery Time = Order Preparation Time + Transit Time
Order Preparation
Upon receiving your order, our team will begin processing immediately. Preparation generally takes 3‑10 working days, subject to product stock levels and custom‑order requirements. Please note that custom‑built lamps require additional lead time.
Goods held within our US fulfillment centers normally ship out within 24‑48 hours. Orders bound for designated remote areas usually require 1‑2 weeks of preparation.
Once your package ships, you will receive an automated email confirmation including tracking details and a direct link to monitor delivery progress.
During order preparation we will:
- Confirm stock availability for every item in your order
- Verify whether any items require custom production
- Double‑validate your shipping address
- Confirm your order complies with our shipping‑policy requirements
- Carefully pack and release your order from our warehouse following full verification
To prevent hold‑ups, ensure your shipping address is complete with street number and postal code. Our customer‑service team will contact you to clarify any missing address information. After your parcel leaves our warehouse, we will send you the tracking number and tracking‑page link by email.
Estimated Delivery Time
Actual delivery timelines fluctuate based on stock availability, shipping method, destination and logistical circumstances. Please expect potential delays during major sales events or public holidays due to order surges or flight schedule adjustments.
Inventory status shown on our website draws on data shared by our warehouses and manufacturers. Stock levels shift rapidly, so an “In Stock” label does not guarantee immediate dispatch, nor does it confirm inventory is physically located within the United States. Shipping origin varies per product, and items may sell out by the time your order is processed.
We strongly advise you not to book electricians or installation appointments until your goods have been physically delivered. This avoids inconvenience caused by unexpected stock shortages or logistical hold‑ups.
Transit Time
Items stocked in our US fulfillment centers Orders typically dispatch within 24‑48 hours via FedEx, UPS, USPS or GOFO. Estimated delivery runs 3‑7 business days after shipment. (This clause applies exclusively to items confirmed to be stored at one of our United‑States fulfillment facilities.)
Factory‑direct & custom‑manufactured goods ‑ Standard Ocean Shipping: estimated 4‑6‑week delivery ‑ Fast Shipping: estimated 1‑3‑week delivery
Remote Destinations Orders shipping to Norway, Iceland, Cyprus, Monaco, Puerto Rico, Alaska or Hawaii incur a shipping surcharge of $100 per individual item. Processing normally takes 1‑2 weeks, followed by approximately 5‑7 days in transit via UPS, DHL or FedEx.
Should you wish to request a specific carrier, please email support@ourslight.com before placing your order.
All delivery windows are estimates. Timelines may shift because of inventory constraints, customs clearance procedures, adverse weather or carrier‑related disruptions.
Customs Duties and Import Taxes
Multiple shipping alternatives are available depending on your destination and preferred delivery speed. Where feasible, we select shipping services that cover customs duties to facilitate smooth customs clearance. In most instances, customers will face no extra import‑tax charges upon receipt.
On rare occasions where additional customs fees apply, Ourslight will cover a minimum of 20% of the assessed duty charge and may offer further support according to individual circumstances.
Our logistics team will select suitable customs‑clearance pathways for shipments heading to the United States, Europe, the United Kingdom and other global markets. If conflicting terms appear on your checkout page, the information shown at checkout shall govern your order.
Order Acceptance & Pricing
There are circumstances under which we cannot fulfill submitted orders. We retain full discretion to decline or cancel any order at any time for any reason.
Before accepting your order, we may request supplementary verification materials or information such as your telephone number and physical address.
To mitigate credit‑ and debit‑card fraud risk, we reserve the right to validate payment details and personal information you have submitted prior to releasing goods. Verification may include checks of identity, residential address and banking credentials. We may cancel orders directly if fraudulent card‑use is suspected.
We strive to maintain accurate product pricing across our site; nevertheless pricing errors can occur, including incorrect on‑display product prices. Accordingly we reserve authority to reject or cancel orders. If an item is listed at an incorrect price, we may, at our sole discretion, either reach out to you for further instructions or cancel your order and notify you of that cancellation. This right applies regardless of order‑confirmation status or whether your credit card has already been charged.
What Happens After I Place an Order?
Shortly after checkout you will receive an order‑confirmation email containing your order number and purchase receipt. If you cannot locate this message in your primary inbox, please check your spam or junk folder.
If no confirmation email arrives, send us a message with the subject line “Order Confirmation Not Received”, and a team member will follow up with you.
Tracking
You may track your shipment by entering the tracking number supplied within our email notification. Our tracking system retrieves real‑time delivery updates from official carrier systems including UPS, FedEx and DHL.
If seven business days pass without receiving your tracking number, please email us and we will assist you. For missing tracking updates or more in‑depth support, contact support@ourslight.com.
For custom‑made items shipped via sea freight, tracking events may not populate until roughly 3‑4 weeks post‑order, once cargo clears customs and enters local last‑mile delivery networks.
Multiple Packages
Certain orders will be split across several parcels according to item dimensions, weight and packaging specifications. Consequently, parcel quantity may not match your total item count. Multiple lighting fixtures can ship separately, while identical products may sometimes be consolidated into one package. Parcels belonging to the same order can arrive on different calendar days.
If you receive only part of your order, remaining packages are likely still in transit. Send your order number to support@ourslight.com and we will verify status for every parcel and furnish updated tracking information.
We commit to full delivery of your complete order. Our team will resolve any identified issues as promptly as practicable.
Change of Address
Delivery addresses cannot be modified once a parcel is in transit. If you require an address adjustment, notify us within 24 hours of placing your order.
Cancellations
Should you need to cancel or amend your order, email support@ourslight.com at your earliest convenience.
Standard Orders: Orders can be cancelled or modified free of charge within 24 hours of purchase, provided production and fulfillment workflows have not commenced.
Custom‑Made Items: Goods built to your unique specifications (custom sizes, surface finishes and other bespoke requirements) cannot be cancelled, adjusted or returned once manufacturing has started.
Requests submitted outside the above‑mentioned time windows may attract cancellation‑ or modification‑related fees. Please consult our Return & Refund Policy for complete provisions. If your order has already been dispatched, please refer to our Return & Refund Policy.
Parcels Damaged In Transit
Inspect your merchandise immediately upon delivery. If you discover shipping‑related damage, email support@ourslight.com within 7 days after receiving your parcel and include: ‑ Your order reference number ‑ Photographs showing the damaged goods ‑ Photographs of both inner and outer packaging ‑ A concise written description of the damage
Where damage is confirmed to stem from transit harm or manufacturing defect, we will cover associated costs and arrange either a replacement shipment or partial/full refund as appropriate.
Damage claims submitted more than 14 days post‑delivery become difficult to assess, especially where harm could have arisen during installation or product use. In such cases replacement or refund remedies may not be available. Even so you are welcome to reach out, and our staff will do our utmost to support you.
Our support team replies within one business‑day timeframe. Please check both your main inbox and spam folder for our responses.
Shipping Problems
Alert support@ourslight.com right away when you encounter shipment‑related difficulties, including but not limited to: ‑ Tracking status remaining unchanged for extended periods ‑ Carrier marking a package as delivered while you have not received it ‑ Parcels returned back‑to‑sender ‑ Incorrect delivery‑address details ‑ Failed delivery attempts by the logistics provider ‑ Delayed, damaged or otherwise compromised shipments ‑ Missing shipping‑confirmation messages or tracking numbers
Depending on circumstances our customer‑care team may: ‑ Confirm your parcel’s present location and status ‑ Open enquiries with the shipping carrier ‑ Supply refreshed tracking data or an alternative tracking number ‑ Organize replacement dispatch or other suitable resolution
We encourage you to open a support ticket before initiating chargebacks or payment disputes. Most shipping‑related complications can be resolved faster working directly with our team. This practice does not negate any statutory rights you hold against your bank or payment‑service provider.
Contact Information
Email: support@ourslight.com Email support hours: Monday‑Sunday, 9:00 AM‑9:00 PM Eastern Time Expected email response: within one business day Replies may experience minor delays across weekends and official public holidays.