Customer Service – Hours of operation: 8 a.m. to 6 p.m. EST

Shipping Information

Overview

Paylessleds.com strives to provide a superior customer service experience while providing affordable, commercial grade products. Shipping costs are calculated at the time of purchase and determined by product weight and quantity. Heavy and bulky items require special attention and must be shipped separately. For these items, a standard rate will be charged. Tracking information is provided via email following shipment of your order.

Express & Overnight

Express and overnight delivery orders placed after 10am EST will ship the following business day. Express and Overnight orders deliver Monday through Friday; Saturday and Sunday are not considered Service Days for Express and Overnight deliveries. For questions regarding an express or overnight order, please call 888-711-5575 during standard business hours (8am to 6pm EST Monday-Friday). Modifications to an express or overnight order must occur within one-hour of order placement.

Lost Shipments

If a package is not received by the scanned delivery date, please contact a representative at PaylessLEDS immediately so that we can file a claim with the shipping carrier.

Cancellation

A request to modify or cancel an order can be made through your Account Manager or our Customer Service department. As part of our efforts to provide superior customer service, orders are typically processed shortly after being placed. Please note once an order has reached a certain level in the fulfillment process, it may be too late to modify or cancel.

P.O. Boxes

Orders shipped via FedEx require a physical street address for accurate delivery. FedEx is unable to deliver to a PO Box located with the local Post Office. FedEx may deliver to a box address located within a storefront mailing service company. Orders shipped to a PO Box ineligible for delivery by FedEx may incur additional shipping charges for which the customer may be assessed responsibility.

Alaska & Hawaii or APO, FPO & DPO Shipping

For questions regarding shipping outside of the continental United States, please call your Account Manager or our Customer Service department. Please be aware all sales are final for orders shipping outside of the continental United States.

Shipment on Customer-Provided Shipping Accounts

Customers may provide their own FedEx or UPS shipping account when placing orders through a Sales Account Manager. Orders shipped on a customer-provided shipping account are subject to a $6 handling fee per order.

Disclaimer

There may be shipping delays due to unforeseen and uncontrollable circumstances. PaylessLEDS.com cannot be held responsible for conditions beyond our control such as severe weather or carrier service interruptions. Requests for replacement product or credit to your account for merchandise claimed shipped but not received are subject to our investigation. The customer is responsible for all costs related to incorrectly addressed orders.

For questions outside of our normal business hours, please use our contact form. Customer Service will contact you within 24-hours.

Paylessleds.com Customer Satisfaction Policy
30-Day Return Policy

Paylessleds.com strives to provide our customers with an excellent shopping experience. Our products are of high quality, and we want our customers to be satisfied with their purchase. If you are not satisfied with your product, you may request to return the merchandise for a refund within 30 days of the invoice date.

A request for return may be submitted online via the Return Merchandise Authorization (RMA) link or by contacting your Account Manager or the Customer Service Department at 888-711-5575.

All returns must be pre-approved by Paylessleds.com and accompanied by a copy of the RMA form which will be provided upon approval. All returns must be in the original packaging in as-new condition with the return shipping prepaid by the customer. Paylessleds.com reserves the right to impose a restocking fee on all returns including, but not limited to, unauthorized and/or unusual returns. Shipping costs are not refundable. Special Order items including fixtures are not eligible for return.

Paylessleds.com enjoys an unsurpassed reputation in the industry of lighting, lighting supplies and lighting services.

Manufacturer’s Warranties

Many products offered by Paylessleds.com provide a manufacturer’s warranty! This information is listed on our website within the Specifications section of each product if there is a manufacturer’s warranty. After 30 days, the customer is responsible for the shipping cost of warranty replacement(s). Please note a manufacturer’s statement of Average Rated Life Hours does not imply a warranty.

(a) Items Not Covered by Warranty:
• Defects or damage from misuse, accident, or neglect.
• Defects from customer’s improper installation and modification
• Defects or damage due to lightning or other electrical discharge.
• Product being disassembled or repaired by the customer or any third party appointed by the customer in such a manner as to adversely affect performance or prevent adequate inspection and testing to verify any warranty claim.
• Modification, abuse, or tampering with the product.
• Paylessleds.com does not warrant the installation, maintenance, or service of the product. This warranty does not include service, labor, or consequential damage charges connected with the determination or replacement of defective parts or the operation of the equipment.

Paylessleds.com Supplemental Warranty

Paylessleds.com provides a 30-day supplemental warranty for those products not accompanied by a stated factory warranty unless categorized as Special Handling, Special Order, or Non-Stock. The supplemental warranty allows for replacement of the original purchase up to 30 days from the invoice date, subject to a possible restocking fee, and Paylessleds.com will pay for the shipping costs of the replacement.

Special Handling Non-Warranted Products

Certain product categories carry no manufacturer’s warranty and are excluded from the Paylessleds.com Supplemental Warranty. These products are generally excluded because they must be adapted, modified, or otherwise manipulated in order to be used as intended. Other products have an extremely short life rating due to design such as stage and studio lamps. Please review carefully the following prior to purchase:

Drivers

All of the drivers sold by Paylessleds.com are first quality products. All drivers are pre-tested and ready for customer application. Drivers are rarely defective when they arrive to the end user’s location. Most drivers reported as defective prove in factory testing to be faulty due to improper installation.

WARNING: Wiring and installation procedures are very complicated and should be attempted by a licensed electrician only. Driver installation poses serious risks of electric shock which can lead to injury or death. All of our drivers have their respective factory warranties stated on our website. Paylessleds.com will assist its customers with these factory warranties in the following manner:

If a driver is declared to be defective and is under warranty, the customer should contact their Account Manager or Customer Service to request a Return Merchandise Authorization (RMA). With the RMA, our customer may be asked to return the declared defective product at the customer’s shipping expense for factory testing. Upon factory confirmation that the driver is defective, a credit will be issued to our customer for the returned defective ballast plus the shipping cost from the original driver purchase. If a replacement is needed, it must be ordered and paid for as if it were a new order. (A credit for the defective driver may take two to four weeks to be declared acceptable under warranty).
Special Order, Discontinued & Non-Stock Items

Special orders, discontinued, and non-stock items are sold as final sale and are not eligible for return. Please allow an Account Manager to assist you in this kind of purchase in order to assure yourself that you are receiving the correct product for your application. Such purchases can incur substantial restocking fees from the vendor or factory.

About Damages

Our packing procedures are one of the hallmarks of our business. Paylessleds.com takes great pride in our very low incidence of breakage while in transit. In order for a damage claim to be successful, Paylessleds.com must be notified of the damage within one week from date of receipt. A photo may be required to file a claim with carrier. As the shipper, Paylessleds.com will file the claim on the customer’s behalf and arrange for a refund or replacement upon assessment of the amount of actual damage. The package must be received and inspected by the customer and not refused under any circumstances.

If replacement is required on product that can only be shipped in case quantities, then a replacement order for a full case must be processed and charged less the amount of the actual damage with no additional shipping charges.
Replacement Limitations

If the total amount of the product for replacement due to damage or defective is less than $25, a refund will be issued to the customer as opposed to replacement(s). Shipping small, single item packages greatly increases the percentage risks for damage during transit. After 30 days, the customer is responsible for the shipping cost of warranty replacement(s).

Refunds

Customer refund credits are typically processed within five to seven business days. Refund credits can be issued only to the card used during the original purchase according to U.S. law. In the event a credit cannot be issued to the original card used for purchase due to lost card, etc., an attempt on our part has to be made at least once and before a company refund check will be sent to the purchaser. The company check process can delay the time taken to receive the refund.

Shipping or Website Errors

If the customer receives product due to our shipping error or incorrect website information, replacements will be shipped at no additional charge to the customer, and a prepaid return shipping label will be provided for the original shipment.

Contact Us

Customer Service and Technical Support: 888-711-5575 or info@paylessleds.com.