FAQ – LightFocused.com

Order Information

How can I check my order status?

To view your order status, simply visit our Track My Order page.

What payment methods are accepted?

We accept:

VISA, MasterCard, American Express, Discover
PayPal, Apple Pay, Google Pay
Afterpay

Can I modify or cancel my order?

We aim to ship orders as quickly as possible. To request changes or a cancellation, please email hello@lightfocused.com as soon as possible.
Once an order is too far along in processing or shipping, we may not be able to cancel it.
Important: If you paid via PayPal, Apple Pay, or Google Pay, we cannot change the shipping address due to the terms with these providers. Orders will ship to the address linked to your payment account.

How do I use a promo code?

At checkout, enter your code in the “ADD PROMO CODE” box and click “APPLY.”

Do you offer trade or volume discounts?

Yes!

Trade Professionals (designers, architects, contractors, etc.): Join our Trade Program for exclusive pricing and offers.
Large Orders: Contact us at (1-800-123-4567) or email hello@lightfocused.com for custom discounts.

Pricing & Billing

Do I have to pay sales tax?

We collect sales tax in accordance with state laws, except in:

Delaware, Montana, New Hampshire, and Oregon
Alaska (no state tax, but local taxes may apply)

Questions? Contact us at hello@lightfocused.com

When is my credit card charged?

Your card is charged at the point of sale.

What are pending charges or authorization holds?

When you place an order, a temporary hold may appear on your account to verify your payment method.

This typically lasts 5–7 business days.
If your order is canceled, the hold will be released and you won’t be charged.

When will I see my refund after a return?

After we receive and inspect your returned item, your refund will be issued to your original payment method. Depending on your card provider, it may take several business days to appear on your statement.

Shipping Information

Do you ship internationally?

We currently ship to addresses in the U.S., Canada, and Puerto Rico.
Please note:

We do not ship to P.O. Boxes or APO Boxes.

Need rush or express shipping?

Before placing your order online, contact the LightFocused team to request:

Overnight, 2-Day, or 3-Day shipping. There is no guarantee of expedited shipping.
Shipping cost depends on weight, dimensions, and service speed.

Returns & Exchanges

What’s your return policy?

You can return most items within 30 days of delivery, provided they are:

New, uninstalled, and in original packaging.

Non-returnable items include:

Open box items, floor samples, custom or discontinued products, clearance/final sale items, and products shipped internationally.
Installed fixtures also cannot be returned.

To start a return, contact us via phone, email, or chat.

We'll respond within 3–5 business days.
A return label will be provided, and the cost will be deducted from your refund.
Returns must be shipped within 10 business days of approval.

What if my item arrives damaged or defective?

Shipping Damage
Inspect your items immediately. If damaged, contact us within 24 hours and email photos to hello@lightfocused.com. Let us know if you’d like a replacement or a refund. Processing may take up to 5 business days.

Damaged in Transit
If you notice transit damage, report it to Customer Service within 24 hours, including images of the product and packaging.

Defective or Incorrect Products
Think your item is defective or incorrect? Contact Customer Support with photos or videos at hello@lightfocused.com.
Issues must be reported within 30 days of receipt.
Note: Damage during installation is not covered under warranty.

Cancellations

Can I cancel my order?

We’ll do our best to accommodate cancellations. Contact Customer Service ASAP via phone, chat, or email.
However, if your item has already shipped or is a custom, unique item, or overseas item, cancellation is not possible.