Frequently Asked Questions

Purchasing

Where can I purchase Waveform Lighting products?

Our products are sold exclusively through this website. We don't work with any resellers or distributors, and handle all of the warehousing, order handling, shipping and customer service on our own.

We are offices are located in San Francisco, CA. We do not have a showroom or physical retail location at this time.

How do I purchase your products?

Simply click the "Add to Cart" button on the product page. When you're ready to check out, go to your shopping cart by clicking on the shopping cart button on the top right corner of the page, and fill out the requested shipping and payment information.

I need to add additional items to my order.

Please submit a new order for the additional items you need. Depending on how our system handles the order, we may or may not be able to process your orders as a single shipment.

If you paid for expedited shipping for the original order and require expedited shipping for the additional items as well, please pay for expedited shipping on the additional order as well in order to ensure your order is processed on time. You may send us an email at customerservice@waveformlighting.com with your order numbers, and we will recalculate and refund any expedited shipping charges if applicable.

I accidentally ordered the wrong item(s). How can I correct it?

No problem - our customer service reps will be glad to help correct any errors. Send us an email at customerservice@waveformlighting.com with your order number, and the item you need to change to.

Our system sends orders to our warehouses immediately, and as a result, in some cases we won't be able to correct the error before the items are shipped out. If this happens, we'll process a new order for you with the correct items, and provide a return label for you to return the incorrect items to us.

I accidentally submitted the wrong shipping address. What should I do?

Please let us know via email as soon as possible at customerservice@waveformlighting.com with your order number, and the correct shipping address.

In some cases, we may not be able to correct the error prior to the shipment going out. If this happens, we will attempt to correct the issue directly with the carrier, or if this is not possible, we will process a new shipment for you.

How can I get help choosing the right products for my project?

Please send us an email at hello@waveformlighting.com with any technical or sales questions. A representative will get back to you within 2-3 business days. We apologize, but are unable to provide phone support at this time.

Shipping & Delivery

Where is my order shipping from?

We stock our products at various warehouses across the USA, as this allows us to provide quick and low cost delivery options for our customers.

Where we ship your items from will depend on the shipping address and our inventory levels.

Please also be advised that you may receive your order in multiple shipments and packages.

How quickly will I receive my order?

We provide delivery timeframe guarantees calculated from the day that you process your order. Our standard free shipping is a 5-10 business day delivery window. This means that we will deliver your items within 1-2 weeks.

If you require the items earlier, we also offer expedited shipping options for an additional fee. The cost is calculated by weight and provided to you at checkout. Delivery dates are calculated from the date the order is placed. For example, if today is Monday, 3 business days means Thursday.

Why haven't I received my tracking number yet?

We stock our products at various warehouses across the USA, and in some cases transfer inventory internally to a warehouse closest to you prior to dispatch with a courier. In such cases, you may not receive your tracking number for several days after placing your order.

We provide guaranteed delivery timeframes, but do not guarantee a particular timeframe for when you will receive a tracking number. We will use the appropriate shipping methods as needed to meet the deadlines. In some cases, this may mean that you do not receive a tracking number for 4 business days, but we will ship via an expedited shipping option to ensure that you receive the order within the promised timeframes.

If you have not received your tracking number within 5 business days, please send us an email at customerservice@waveformlighting.com with your order number.

My order did not arrive, even though the tracking system says it did.

As a first step, we recommend checking the area around your door or mailbox, particularly in hidden locations such as inside or near shrubs or bushes. Most inquiries we receive from customers about missing packages are eventually found in unexpected locations at the shipping address.

We would also recommend checking with other household members as well as neighbors.

Please let us know if after 2 business days of the tracking system showing that the item was delivered you are still unable to locate the package and one of our representatives will assist with resolving the issue. Please send us an email at customerservice@waveformlighting.com with your order number.

Which carrier does Waveform Lighting use? Can I request UPS, FedEx or USPS?

Depending on the shipment size, weight, warehouse origin and destination, and our internal inventory distribution, we may use USPS, FedEx, UPS or ONTRAC for our shipping.

We understand that certain shipping destinations have restrictions on courier accessibility. Unfortunately we are unable to guarantee any particular shipping courier or service. Please be sure to provide a shipping address that is accessible to any courier.

Does Waveform Lighting ship overseas?

Yes, we ship to overseas customers using DHL Express. Please see our international shipping policy here: https://store.waveformlighting.com/pages/delivery-policy

We sell all of our products direct and do not have any overseas distributors.

Returns, Refunds & Warranty

Can I return a product I purchased? What does it cost me?

Waveform Lighting offers a 30-day free returns & refunds policy. If, within 30 calendar days of receiving the product you decide for any reason that you would like to return it for a refund, we will provide a return label free of charge. We do not charge any restocking or processing fees for returns. All items must be in their new and original condition.

See our returns & refunds policy here 

How do I process an exchange?

If you need to exchange a product for something else, we kindly ask that you process a new order for the item you need. We will then assist with a return & refund for the unwanted item.

The product I received appears to have been damaged in transit.

Please let us know via email as soon as possible at customerservice@waveformlighting.com and a representative will assist with the issue.

A product I received, or have been using, does not work or meet the advertised specifications.

We provide a minimum warranty of 3 years for all of our products. If under normal use, any of our products fails or otherwise no longer meets the original specifications, we will provide a replacement or refund.

Please let us know via email at warranty@waveformlighting.com and a representative will assist with the issue.

See our warranty policy here