1. Order & Payment

Q1: Are all taxes included in the listed product price?

A1: Yes. The price shown on each product page is your final cost. There are no hidden taxes, tariffs or checkout surcharges. Standard shipping is complimentary for all orders delivered within the Contiguous United States.
Q2: Can I modify or cancel my order after checkout?

A2: You may edit or cancel your order for a full refund if the goods have not yet departed our facility. Once the carrier takes possession of the shipment, we cannot intercept the package. You will need to receive the item and submit a return under our 80-day return policy.
Q3: What payment methods are supported?

A3: We accept all major credit cards, debit cards and mainstream secure payment methods available on our checkout page.

2. Shipping & Delivery

Q1: Which regions do you ship to?

A1: We deliver only to addresses within the Contiguous United States (mainland 48 states). We do not offer shipping to Alaska, Hawaii, overseas territories, military PO boxes or international destinations.
Q2: How long will my lighting fixture arrive?

A2: Standard-sized pendants and wall sconces arrive within approximately 3–6 business days (1–2 business days handling + 2–4 business days transit). For full details, please see our Shipping Policy.
Q3: When will I receive tracking information?

A3: You will get an email with tracking details immediately once the carrier picks up your package. An order confirmation will be sent right after you complete purchase.
Q4: What happens if my package is lost or severely delayed?

A4: Please contact our support team with your order number. We will launch an investigation with the carrier, which normally takes 2–5 business days. If confirmed lost, you can choose a free replacement or full refund.

3. Material, Size & Product Features

Q1: Why is my marble fixture slightly different from website photos?

A1: We use natural marble, alabaster and hand-blown glass. Natural stone contains unique veining, mineral lines and subtle color gradients. These are natural characteristics, not manufacturing defects. Minor visual differences between the delivered product and studio images are normal.
Q2: Is there tolerance for product dimensions?

A2: All measurements allow an industry standard tolerance up to 0.5 inches (1.2 cm). Please reserve enough installation space when designing low-ceiling or confined areas.
Q3: Are your lights certified for US electrical standards?

A3: Our lighting products meet global standards including UL certification, suitable for 110V–240V voltage systems.

4. Custom Lighting Service

Q1: Can I customize the size, finish or color of lamps?

A1: Yes. For bespoke modifications including dimension adjustment and surface finish changes, please email contact@exlamps.com with your requirements.

5. Installation

Q1: Does the price include professional installation service?

A1: Product price covers only the lighting fixture, assembly manuals and basic tools. On-site electrical installation service is not included.
Q2: Can I install the light by myself?

A2: Our lighting works on high-voltage circuits. We strongly recommend installation by a licensed professional electrician. exLamps shall not be liable for accidents caused by unlicensed or improper self-installation. All fixtures are partially disassembled for safe transportation. Assembly guides are included inside each parcel.

6. Returns & After Sales

Q1: What is your return window?

A1: We support an 80-day return window after you receive the goods. Please check our full Shipping & Return Policy for detailed terms.
Q2: What should I do if the product arrives damaged?

A2: Take clear photos of damaged packaging and fixtures immediately upon receipt, then email our support team. We will arrange solutions for damaged goods quickly.

7. Contact Support

Q1: How can I get further assistance?

A1: Email support@exlamps.com for order and tracking inquiries. Custom project consultation: contact@exlamps.com. You can also use the live chat widget on our Contact Us page.