FAQS on Shipping and Returns
Note: This page summarizes information that is laid out in detail in our Store Policies and our Shipping & Returns page. This page is updated periodically was last updated on March 9, 2015.
What Types of Payments Do You Accept?
Purchases made through our checkout cart can be paid for using Visa, MasterCard and Discover. We do not take American Express due to their high processing fees, and we do not accept PayPal.
Check or certified check may be required for certain special orders with a down payment through our checkout cart so that purchase is a tax free Internet sale.
Why Don’t You Accept PayPal?
As consumers, we've have had bad experiences with PayPal. We don't like how they operate. Consumer have far more protection using a credit card than they do with most PayPal payments which are ACH debits from your bank account and difficult to reverse or contest.
Unlike unlike banks, credit unions and most credit card companies, PayPal is not a financial institution. PayPal it is not governed by many rules that apply to financial institutions, including some consumer protection measures put into effect after the financial crisis of 2008.
SolarFlairLighting.com used to take Google Checkout when Google offered that service for physical goods and we continue to look for an alternative to Google Checkout and PayPal. and continue to look for an alternative to PayPal.
When Will I Get My Product?
We process orders seven days a week, although items are shipped Monday through Friday. Most items will arrive at the specified delivery location within three (3) to five (5) business days. It all depends on the distance between our warehouses and your location.
During busy seasons (such as certain times in the spring and the Christmas holiday season), the sheer volume of orders means an extra day or two. At any given time, orders may be unavoidably delayed due to extreme weather, wildfires, and other natural and/or man-made disasters.
Custom items or special orders may take longer to be processed and delivered. If you want a custom or special order, part of our discussions with you the order will include the time frame for delivery.
How Are Products Shipped?
SolarFlairLighting.com uses ground service using through FedEx Ground or UPS. As the US Postal Service continues to improve its tracking systems, an increasing number of small packages are shipped via USPS.
We ship products to physical addresses only. We do not ship to USPS or private post offices. Customers may not pick-up items at our warehouses or arrange private shipping.
Once your order is shipped, we set up tracking alerts to your email address through online systems available FedEx, UPS, and when available, the US Postal Service. If a delivery is delayed by weather or other uncontrollable events, we let you know and provide a new delivery date as soon as we can.
Is Expedited Shipping Available?
Expedited shipping is often, but not always, available for most non-custom orders. Due to the high costs of expedited shipping, purchases made with expedited shipping must be handled as special orders.
What Does Free Shipping Mean?
At SolarFlairLighting.com, free shipping means zero shipping is charged for regular purchases through our check out cart for items shipped within the 48 contiguous United States. The term contiguous United States means all US states except Alaska and Hawaii.
We do not require a minimum purchase amount. Only certain custom orders requiring freight shipping (a small percentage of our sales) are excluded from free shipping, as are orders delivered outside the 48 contiguous United States.
On rare occasions, special orders must be shipped by freight. Because many variables determine the cost of freight shipping (including location, size/weight/type of materials shipped, equipment and personnel at the delivery site) we cannot provide free shipping for freight deliveries.
When items are shipped by freight a discount is applied to the quote we give you that reflects that shipping charges are separate.
Are Your Prices Higher Because You Offer Free Shipping?
Not at all.
Most products have Minimum Advertising Prices (MAPs) mandated by the manufacturer and/or distributor. These prices allow us to provide free shipping within the continental United States and still make a profit.
Other prices are determined by assigning a profit and overhead. Our overhead cost includes shipping as well as inventory, administrative costs, payment processing fees, income taxes, etc. Since free shipping is less time-consuming than other methods, it actually reduces our overhead.Â
Do You Accept Phone Orders?
Yes! SolarFlairLighting.com regularly accepts telephone orders. We process telephone orders by entering your information directly into our payment terminal while we are on the phone with you.
When we accept payment information (credit card numbers, CVC security codes or expiration dates are never recorded in any form. We do ask that customers remain on the line without while the transaction is completed, after which we will email you a receipt.Â
Do You Take Orders by Email?
No, we do not take email orders. Please do not email your credit card information to us (or anyone for that matter). Emails are an unsafe way to transfer credit card data because most email systems aren't protected the way online checkout carts or virtual terminals are protected.
Do You Sell and/or Ship Products Outside the 48 Contiguous United States?
Some, but not all, of our products can be sold and shipped to Alaska, Hawaii, US territories, US military bases and government offices world-wide, Canada and Mexico.
However, some products cannot be shipped to these areas for a number of reasons. Some manufacturers do not wish to sell outside of the 48 mainland US states; some products cannot be cost-effectively shipped to these areas.
That's why all orders delivered outside the 48 contiguous United States must be handled as special orders.
What is Your Return Policy?
Note: Our return policy does not cover items damaged during shipment or items that are returned/replaced under a manufacturer’s warranty. Please see “Items Damaged during Shipment†and “Manufacturer Defects / Items Covered by Manufacturers’ Warranties†in our Store Polices for details.
Returns
We accept returns if the item is unused and returned in its original shipping box with all original protective packaging materials. In general, we will refund 80 to 85 percent of your purchase price; the remainder will cover restocking fees and return processing fees.
Under certain circumstances, we may issue you a check rather than a credit card refund so that we can provide you a larger percentage of your original purchase price. (Note: there are exceptions to every rule, but it depends on specific circumstances.)
In general, special orders or custom items cannot be returned. This information will be discussed with you when we provide quotes for special orders.
If you wish to order several items you have not used or seen in operation before, recommend that customers first buy one unit to make sure it suits their expectations.
All returns must be initiated within 30 days of your order or seven days of delivery of the item; whichever is later.
Customers are responsible for return shipping fees. We do not accept returns that are damaged during return shipment; the item will be returned to you. Customers should insure packages if the original price is more than the carriers’ minimum free insurance.
Return Authorization (RA) Codes Required
Before issuing a return, you must call have a Return Authorization (RA) number from SolarFlairLighting.com. Items returned without RA numbers will not be processed, in large part because warehouse staff will not know what who to refund the money to.
For additional details, please see our Store Policies and Shipping & Return page for more information.
Can Orders Be Cancelled?
If you order an item by mistake, you may cancel the order but must do so very quickly. Most orders are processed and shipped shortly after we receive them.
If you wish to cancel an order, you must contact us by telephone (866) 686-6903) as soon as possible. Once the item has shipped and/or the transaction has settled, it will be treated as a return.
Are Special Prices Available for Item Bought in Large Quantities?
SolarFlairLighting.com offers discounted prices for bulk orders of all almost all items under special orders, which allows us to bypass MAP pricing. For details, please email us at info@solarflairlighting.com orr call us at (866) 686-6903. Please note that we will create a special order for you unless we speak to you over the telephone.
Customers who request special orders (particularly if a written proposal is required) may be asked to create an account with our store before we will provide quotes for special orders. Please see our Store Policies for more details.
Is it Safe to Use My Credit Card Information at SolarFlairLighting.com
Yes: our checkout cart is equipped with state-of-the-art security standards and encryption. We only see a truncated version of your credit card number and we do not see or store your card expiration date or CVC number.
SolarFlairLighting.com, our webhost, and our card processor all are regularly audited for compliance with the Payment Card Industry Data Security Standards (PCI DSS). Our store’s most recent audit was in January 2015. Due to the large amounts of security breaches in recent years, the standards (which are updated every three years) for PCI DSS compliance in 2015 are far more demanding than in the past.
Is My Personal Information Safe with SolarFlairLighting.com
Yes. Along with protecting your information per PCI DSS standards, we never sell our customer’s email address, physical street address, or phone numbers. This information is shared on an as-needed basis only, which basically means we provide information necessary to ship the item(s) you order.
We do not participate with other parties, including Google’s Trusted Stores Program. We figure these folks track enough information on their own and see no reason to share your purchase information with anyone that is not absolutely necessary to getting your product to you.
In addition, all of the information we get from you is in secure databases and physical locations in manners that are fully compliant with PCI DSS requirements. Again: we do not store your full credit card information anywhere. Providing a save and private shopping experience for customers is very important to us. For more information on how we protect your information, please see our "Privacy Policy."
Why Don’t You Carry More Products Made in the USA?
We have carried American-made solar lights in the past and several solar and non-solar products we offer are made in the USA. Like many manufacturers, engineers and designers of solar lights, we've found that while most people want to buy products made in the USA, few people can or will pay the considerably higher price tag that comes with a Made in the USA label.
SolarFlairLighting.com only works with American manufacturers and distributors; the exception is one Canadian manufacturer. Some of our products are made in the USA, some are assembled in the United States of components made overseas, and some completely manufactured overseas.
However: we do work with American companies because their designs and engineering are almost always certain other countries where it is common to use outdated technology or where American copyright laws may not be enforced.
For additional information, please see our our Shipping and Returns page and/or our Store Policies/Terms and Conditions regarding purchases made online at SolarFlairLighting.com provide more information.
If you have additional questions, please feel free to call us at (866) 686-6903 or use our Online Help Form.
Solar Lighting: Today's Smart Choice!
