FAQs

1. How can I place an order?

Browse our products, select the available options you need, add the product to your cart, and proceed to checkout. An order confirmation email will be sent after your order and payment have been successfully submitted.

2. How long does order preparation take?

Orders generally require approximately 15–20 business days for production arrangement, order verification, quality inspection, secure packaging, and shipment preparation after payment confirmation.

Custom, personalized, modified, oversized, and made-to-order lighting fixtures may require additional production or handling time.

Orders are not processed on weekends or public holidays.

Preparation time and transportation time after shipment are separate.

3. How long does shipping take?

Free standard shipping: After an order has shipped, standard transportation within the 48 contiguous United States generally takes approximately 20–30 business days.

Including approximately 15–20 business days for preparation, the estimated total delivery timeline for free standard shipping is approximately 35–50 business days.

Expedited shipping: After an order has shipped, expedited transportation generally takes approximately 7–15 business days.

Including approximately 15–20 business days for preparation, the estimated total delivery timeline for expedited orders is approximately 22–35 business days.

Expedited shipping applies only to the transportation period after preparation has been completed. It does not shorten the production or preparation time.

All delivery timeframes are estimates and may vary depending on the product, destination, carrier operations, weather conditions, seasonal demand, delivery appointments, and other circumstances outside our reasonable control.

4. Where does Vexalamps ship?

Vexalamps currently ships to eligible physical street addresses within the 48 contiguous United States.

We do not currently ship to Alaska, Hawaii, Puerto Rico, other U.S. territories, P.O. Boxes, APO/FPO addresses, Canada, or other international destinations.

Orders placed with an unsupported delivery address may be canceled and fully refunded to the original payment method.

5. How much does shipping cost?

Vexalamps offers free standard shipping on eligible orders delivered to physical street addresses within the 48 contiguous United States. No minimum purchase amount is required.

Expedited shipping is available for all products, with a default expedited shipping fee of $200 per order.

Additional expedited shipping charges may apply to oversized, overweight, fragile, or specially packaged lighting fixtures. The final expedited shipping cost may depend on the product’s size, weight, destination, packaging requirements, delivery method, and carrier availability.

If an additional expedited shipping charge is required, Vexalamps will contact the customer and obtain approval before arranging the expedited shipment. No additional charge will be collected without the customer’s confirmation.

If the customer does not approve an additional expedited shipping charge, the order may be changed to free standard shipping, and any expedited shipping fee already paid will be refunded.

6. How can I track my order?

After your order has shipped, available tracking information will be sent to the email address provided during checkout.

Tracking updates may take several business days to appear, particularly during carrier processing, transit handoffs, freight delivery, or specialized delivery services.

7. Can I cancel or modify my order?

Order change or cancellation requests should be submitted as soon as possible.

Orders may only be modified or canceled before they enter processing, production, customization, or shipment preparation.

Custom-made, modified, personalized, and made-to-order products may enter production shortly after the order is confirmed. Once production or customization has started, cancellation or modification may no longer be possible.

Orders that have already shipped cannot be canceled and must follow the applicable return procedure after delivery.

For urgent requests, include “URGENT” and your order number in the email subject line. Submitting an urgent request does not guarantee that a change or cancellation can be completed.

8. What should I do if my order arrives damaged, defective, incomplete, or incorrect?

Please inspect your order promptly after delivery and before installation, assembly, or wiring.

If your product arrives damaged, defective, incomplete, or different from the item ordered, please contact support@vexalamps.com as soon as reasonably possible after delivery.

To help us investigate shipping and product issues promptly, we recommend contacting us within 7 calendar days of the confirmed delivery date whenever possible.

This recommended reporting timeframe does not replace the 30-day return period for otherwise eligible returns and does not limit any rights or remedies available under applicable law.

Please provide, where applicable:

Your order number
Photos of the product and affected area
Photos of the inner and outer packaging
A photo of the shipping label
Photos or videos showing the damage, defect, missing components, or incorrect product
A brief description of the issue

Please keep the original product, components, accessories, and packaging while the issue is being reviewed. Do not install, repair, modify, discard, or dispose of the affected product or packaging before receiving instructions from Vexalamps.

For approved claims involving a damaged, defective, incomplete, or incorrect product, Vexalamps will provide an appropriate resolution and cover the applicable authorized return shipping or replacement shipping costs.

9. Do your lights require professional installation?

Many lighting fixtures require hardwired installation. We recommend using a qualified electrician in accordance with applicable electrical codes, building requirements, and product installation instructions.

Please review the product dimensions, weight, voltage, mounting requirements, structural support requirements, and installation information before purchasing.

10. Are bulbs included with the light fixtures?

Bulbs are included with our lighting fixtures unless the applicable product page clearly states otherwise.

Please review the individual product description for information about the bulb base, number of bulbs, maximum wattage, light source, and other applicable specifications.

11. Can the hanging height be adjusted?

Many chandeliers and pendant lights include adjustable rods, chains, cables, or downrods. The available adjustment range is provided on the applicable product page where available.

Please review the product dimensions and installation information before placing your order.

12. Do you offer custom lighting options?

Selected products may support customized sizes, finishes, hanging heights, canopies, voltage configurations, number of lights, or other adjustments, depending on production availability.

Please contact our support team before ordering to confirm the requested specifications, pricing, and estimated production time.

Custom-made, modified, personalized, and made-to-order products are not eligible for standard cancellation, return, or refund after production or customization has started.

If a customized product arrives damaged, defective, incomplete, or materially different from the confirmed specifications, please contact us so that we can review the issue and provide an appropriate resolution.

13. What payment methods do you accept?

We accept Visa, Mastercard, American Express, PayPal, Shop Pay, Apple Pay, and Google Pay. Additional payment methods may be available depending on the device, browser, and checkout configuration.

The payment methods currently available for your order will be displayed during checkout.

14. How can I contact customer support?

Email: support@vexalamps.com
Phone: +1 (515) 357-2257

Customer Support Hours: Monday–Friday, 9:00 AM–6:00 PM Pacific Time (PT), excluding public holidays.

We aim to respond to customer inquiries within 24 business hours.

15. Why has my tracking information not updated?

Tracking updates may take several business days after shipment confirmation, especially during carrier processing, transit handoffs, freight delivery, or specialized delivery services.

If tracking has not updated for an extended period or your shipment appears significantly delayed, contact support@vexalamps.com for assistance.

16. What if I entered the wrong shipping address?

Address changes cannot be guaranteed after an order has entered processing, production, customization, shipment preparation, or transit.

If an order requires address correction, redelivery, or reshipment because of incorrect information provided during checkout, actual documented carrier charges may apply. Any applicable charge will be explained before a paid reshipment or delivery service is arranged.

17. Can I return a product?

Eligible standard products may be returned within 30 calendar days of the confirmed delivery date, subject to the conditions in our Refund Policy.

For preference-based returns, including a change of mind or an incorrect size, style, or color selection, the customer is responsible for return shipping costs.

Vexalamps covers approved return or replacement shipping costs when a product arrives damaged, defective, incomplete, or different from the item ordered.

We do not charge a standard restocking fee for approved returns.

Custom-made, modified, personalized, and made-to-order products are not eligible for standard return or refund after production or customization has started.

All product returns require prior authorization. Contact support@vexalamps.com before returning any product. After an eligible return request has been reviewed and approved, we will provide the authorized return address and return instructions.

The Vexalamps corporate and correspondence address does not accept product returns.