Shipping policy
Welcome to Vexalamps.
This Shipping Policy explains how orders are processed, shipped, and delivered. We aim to provide clear, accurate, and transparent shipping information for all customers.
Order Processing Time
Orders begin processing after payment has been successfully confirmed.
- Estimated preparation time: approximately 15–20 business days
- Custom, oversized, personalized, modified, or made-to-order lighting fixtures may require additional production or handling time.
- Orders are not processed on weekends or public holidays.
- Once your order has shipped, you will receive a shipping confirmation email containing available tracking information.
Please ensure that your shipping address, email address, and telephone number are complete and accurate when placing your order.
Order Cut-Off Time
Orders placed before 2:00 PM Pacific Time (PT) on a business day will be treated as received that business day for processing purposes.
Orders placed after 2:00 PM PT, on weekends, or on federal holidays will be treated as received on the next business day.
The cut-off time determines when the processing period begins. It does not mean that an order will ship on the same day and does not affect the estimated transit time after shipment.
Shipping Destinations
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.
Please provide a complete and accurate street address, email address, and telephone number during checkout.
Orders placed with an unsupported delivery address may be canceled and fully refunded to the original payment method.
Free Standard Shipping
Vexalamps offers free standard shipping on all orders delivered to eligible physical street addresses within the 48 contiguous United States. No minimum purchase amount is required.
This free standard shipping policy applies to all eligible products unless a product page or written quotation clearly states different shipping terms before purchase.
Additional charges may apply only when a customer requests expedited shipping, special delivery arrangements, or an address change after shipment preparation has started.
Any applicable additional charge will be disclosed to and approved by the customer before the requested service is arranged.
After production, quality inspection, and secure packaging have been completed, standard transportation generally takes approximately 20–30 business days after shipment.
The estimated total delivery timeline for free standard shipping is approximately 35–50 business days, including approximately 15–20 business days for preparation and approximately 20–30 business days for transportation after shipment.
Expedited Shipping
Expedited shipping is available for all products. The default expedited shipping fee is $200 per order.
Expedited shipping applies only to the transportation period after production, order verification, quality inspection, and secure packaging have been completed. It does not shorten the approximately 15–20 business-day preparation time.
After shipment, expedited transportation generally takes approximately 7–15 business days.
The estimated total delivery timeline for expedited orders is approximately 22–35 business days, including approximately 15–20 business days for preparation and approximately 7–15 business days for expedited transportation.
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 charge is required, Vexalamps will contact the customer and obtain approval before arranging 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.
Expedited shipping does not guarantee delivery by a specific date. Customers who require delivery by a particular date should contact us before placing an order so that we can confirm the estimated preparation time, expedited shipping cost, and delivery timeline.
Estimated Delivery Time
Estimated delivery times may vary depending on the product, delivery destination, carrier operations, weather conditions, seasonal demand, and other circumstances outside our reasonable control.
Contiguous United States
Free standard shipping: approximately 15–20 business days for preparation, followed by approximately 20–30 business days for transportation after shipment. The estimated total delivery timeline is approximately 35–50 business days.
Expedited shipping: approximately 15–20 business days for preparation, followed by approximately 7–15 business days for transportation after shipment. The estimated total delivery timeline is approximately 22–35 business days.
Preparation time and transportation time are separate.
Custom, oversized, personalized, modified, or made-to-order lighting fixtures may require additional production time before shipment.
Where applicable, known additional production or lead time will be displayed on the product page, included in order information, or communicated directly to the customer.
Delivery timeframes are estimates and are not guaranteed delivery dates. Business days do not include weekends or public holidays.
Fulfillment and Shipping Carriers
Orders are dispatched through designated distribution and fulfillment facilities using tracked parcel, freight, or specialized delivery services appropriate for the product’s size, weight, value, and handling requirements.
Because many lighting fixtures are fragile, oversized, or require reinforced packaging, certain orders may use specialized shipping services and may have less frequent tracking updates than standard parcel shipments.
The fulfillment facility and shipping carrier used for an order may vary depending on the product, delivery destination, package dimensions, available carrier service, and delivery requirements.
Tracking Information
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 after the shipping confirmation email is sent, particularly during carrier processing or transit handoffs.
For oversized lighting fixtures, freight shipments, or specialized deliveries, tracking updates may be less frequent than standard parcel shipments.
If you have not received a shipping confirmation email, please check your spam or junk folder before contacting customer support.
Delayed or Lost Shipments
Shipping delays may occasionally occur because of circumstances such as:
- Carrier delays
- Weather disruptions
- High seasonal shipping volume
- Transportation interruptions
- Remote delivery locations
- Delivery appointment requirements
- Incorrect or incomplete shipping information
- Other circumstances outside our reasonable control
If your shipment appears significantly delayed or the tracking information has not updated for an extended period, please contact us at support@vexalamps.com.
We will review the available tracking information and work with the carrier when appropriate to investigate the shipment.
Although carrier delays may occur outside our direct control, Vexalamps will make reasonable efforts to assist customers with delivery issues.
If a shipment is confirmed by the carrier as lost in transit before delivery, Vexalamps will provide an appropriate resolution after reviewing the order and available carrier information. Depending on the circumstances, this may include a replacement shipment, refund, or another appropriate solution.
Damaged, Defective, Incomplete, or Incorrect Items
Please inspect your order and the exterior and interior packaging promptly after delivery and before installation, assembly, or wiring.
If your lighting fixture 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
- Clear photos of the affected product
- Photos of the inner and outer packaging
- A photo of the shipping label
- Photos or videos clearly showing the damage, defect, missing components, or incorrect product
- A brief description of the issue
Please keep the original fixture, components, accessories, and all packaging materials 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, as doing so may affect our ability to verify the issue and provide an appropriate resolution.
After reviewing the submitted information, Vexalamps will provide an appropriate resolution where applicable. Depending on the circumstances, this may include:
- Replacement parts
- Replacement components
- Repair assistance
- A replacement fixture
- An authorized return at our expense
- A refund to the original payment method
- Another appropriate resolution
For approved claims involving products that arrived damaged, defective, incomplete, or different from the item ordered, Vexalamps will cover the applicable authorized return shipping or replacement shipping costs.
Incorrect or Incomplete Shipping Information
Customers are responsible for providing complete and accurate shipping information during checkout.
Please confirm the recipient name, street address, apartment or unit number where applicable, city, state, ZIP code, telephone number, and email address before submitting an order.
Vexalamps is not responsible for delivery delays, failed delivery attempts, address-correction requirements, or return-to-sender situations caused by incorrect or incomplete shipping information provided by the customer.
If an order is returned or requires redelivery because of incorrect or incomplete shipping information provided by the customer, the customer may be responsible for actual documented carrier charges associated with reshipping, redelivery, or address correction.
Any applicable charge will be explained to the customer before reshipment or other paid delivery arrangements are made.
Shipping Address Changes
Please contact us as soon as possible if you need to correct or change your shipping address.
Address changes cannot be guaranteed after an order has entered processing, production, customization, shipment preparation, or transit.
Once a shipment has been transferred to the carrier, address changes may be subject to carrier restrictions or documented address-correction charges.
Delivery Attempts and Appointments
Some large, heavy, oversized, or freight lighting products may require a delivery appointment, recipient signature, or additional delivery coordination.
The shipping carrier may contact the recipient by telephone, text message, or email to arrange delivery where required.
Customers are responsible for monitoring carrier communications and responding to required delivery appointment requests.
If delivery cannot be completed because the customer is unavailable, fails to respond to the carrier, fails to arrange a required appointment, refuses delivery without authorization, or provides an inaccessible delivery location, actual documented carrier charges for storage, redelivery, address correction, or return-to-sender service may apply.
Order Changes and Cancellations
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, made-to-order, and certain oversized lighting fixtures may enter production or preparation shortly after the order is confirmed.
Once production or customization has started, custom-made, modified, personalized, or made-to-order products may no longer be eligible for cancellation or modification.
Orders that have already shipped cannot be canceled and must follow the applicable return procedure described in our Refund Policy.
For urgent order changes or cancellation requests, please 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 if processing, production, customization, or shipment preparation has already started.
Returns
Shipping an order back to the corporate or correspondence address is not permitted.
All product returns require prior review and authorization. After an eligible return request has been approved, Vexalamps will provide the authorized return address and return instructions.
Please review our Refund Policy for complete return eligibility, return shipping, and refund information.
Contact Information
For questions regarding shipping, tracking, delivery, or a damaged shipment, please contact:
Vexalamps Inc
Trade Name: Vexalamps
Email: support@vexalamps.com
Phone: +1 (515) 357-2257
Corporate and Correspondence Address:
123 Mission St Ste 1600
San Francisco, CA 94105
United States
Please note: The corporate and correspondence address above does not accept or process product returns. Please contact support@vexalamps.com before returning any product. After an eligible return request has been reviewed and approved, Vexalamps will provide the authorized return address and return instructions.
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.