Shipping & Returns
SolarFlairLighting.com has Store Policies that outline Terms and Conditions for all purchases provided through this website.
What does Free Shipping Mean?
Free Shipping means ALL products are sold with zero shipping fees when delivery is anywhere within the 48 contiguous United States.
We don't limit Free Shipping to particular products and no minimum purchase is required. All shipping is free, except for items outside the 48 contiguous United States and large volume/large dollar products that must be shipped by freight and which are always handled as special orders.
We do not provide free shipping for freight deliveries due to the extreme variables of freight costs which often factor in whether or not the delivery site has equipment such as fork lifts or ramps due for both OSHA regulations for worker safety.
This page covers:
- General Shipping Policy
- Geographic Areas To Which We Ship Under Special Order Basis Only
- Shipping Time
- Shipping Methods
- Products Damaged During Shipment
- Manufacturer Defects
- Cancellation Policy
- Return Merchandise Policy
This page outlines those related to our Shipping, Returns and Cancellations and is periodically updated. Information on this page was last updated on July 26, 2015.
General
SolarFlairLighting.com primarily serves the 48 contiguous United States. All products delivered to the 48 contiguous United States are shipped by ground shipment and generally arrive within 3 to 5 business days of your purchase. These items are sold with no shipping or handling fees.
If you live outside of the United States, your billing and shipping addresses are verified, and your item is shipped to an address located with the 48 contiguous United States, we will process most purchases as normal orders governed by policies on this page and others listed on our Store Policy page.
Some of our sales are sold as special orders and in some occasions, additional and/or separate Terms and Conditions may be applied and are reviewed with individual customers before the sale. Examples may include:
- Non-returnable custom products such as some of our commercial lights, and all of our solar street lights
- Large orders requiring freight shipment or any one custom item that must be shipped by be shipped by freight
- Certain large volume or large dollar orders
- Orders made to those areas outside of the 48 contiguous United States
- Note: orders outside of the 48 contiguous United State cannot be handled through our checkout cart; payment must be made via the telephone, check or money order.
Any and all additional Terms and Conditions will be provided in writing to customers before the sale is made and acceptance of those Terms and Conditions may amend or supersede our /store-policies-terms-conditions.
Geographic Areas To Which We Ship Under Special Order Basis Only
SolarFlairLighting.com can sell many of our products to customers in Alaska, Hawaii, US territories, US military and government facilities worldwide and North America provided that our manufacturers sell and ship to these areas.
However, many products cannot be shipped outside of the United States for various reasons. Since we often are contractually obligated to our manufacturers, we abide by their policies. For example, some items may not be sold to Canada; some items can be sold to Canadians only if the items are shipped to a US address.
SolarFlairLighting.com does not ship to any areas outside of the United States except special orders to Canada, Mexico, US territories and US government facilties.
All Items Shipped Outside of the 48 Contiguous United States Will Be Handled as Special Orders
Shipping or freight times and costs will be determined on a case by case basis and provided to the customer in writing prior to the time of sale. SolarFlairLighting.com does not add mark-up costs to any special order shipping and handling fees. The prices we quote to customers are the prices quoted to us.
Some freight orders are, however, are best handled by individual customers, especially if the freight company requires certain equipment (e.g. forklifts) or the owner or a duly authorized representative of the owner to be present at the time of delivery. The cost of freight is a factor of many items, including equipment and people at the delivery site when the materials arrive.
If you are ordering from anywhere outside of the continental US, please contact us before placing your order at (866) 686-6903 or info@SolarFlairLighting.com so that we can verify your order and make sure that shipping time and costs are acceptable to you.
Please note that many of our products have batteries that are prohibited from, or have substantial cost increases if the delivery route involves airplanes. Certain batteries, such as those for our solar street lights are often considered to be "hazardous" cargo and extra costs may apply.
For additional information not shown on this page, please contact us at (866) 686-6903 or info@SolarFlairLighting.com.
Shipping Time
The time to ship merchandise will vary depending on the location of the delivery the particular time of the year. In general, customers should expect deliveries within 5 business days or less from the time you place your order. Customized products may require more time. During heavy spring seasonal business and holidays, extra time to process and ship orders will occur from time to time due to heavy volume and customers will be advised of this when applicable.
SolarFlairLighting.com is not liable for delays due to extreme weather or any other natural or man-made disaster that delays your shipment that is not the direct results of our actions.
Shipping Methods
Merchandise is shipped using UPS Ground Service and Federal Express Ground Service. As the US Postal Service increases its online tracking services, we continue to send more smaller items via USPS.
Some items are shipped directly by and from SolarFlairLighting.com; other items are shipped directly from the manufacturer to customers.
SolarFlairLighting.com does not allow customers to pick products up themselves, nor do we allow customers to arrange their own deliveries. On rare occasions, SolarFlairLighting.com may make an exception to this policy and in these cases special Terms and Conditions of the sale will supersede these Store Policies. Examples are items that are shipped by freight.
If you cannot accept UPS Ground Service, Federal Express or US Postal deliveries, please contact us to discuss what other arrangements may be possible. Often, products shipped by an alternative method requested by the customer will be treated as Special Orders, and additional terms and conditions agreed to as part of that sale will supersede our regular Store Policies.
We require that customers provide a physical street address.
Neither UPS nor Federal Express will deliver standard packages to US Post Office PO Box or to commercially operated post office boxes. Even the US Postal Service ships some USPS packages (largely oversize packages) directly to street addresses rather than PO Boxes.
In the case of multiple-family residences (e.g. condos, apartment buildings and 2, 3 and 4-family houses) or multi-tenant commercial or business facilities, a unit number is required. If a unit number is not provided, customers will be responsible for any extra charges or inconvenience associated with the delivery such as an intercept, or if the carrier decides to hold the package at a local office for pick-up, or if the carrier decides to return the item and the item must be reshipped.
Please note that it is our policy to contact all customers who provide a PO Office Box and ask for an alternative address. We cannot tell, in most circumstances, if a multi-unit building is entered by the customer until FedEx, UPS, or USPS contacts us for additional instructions at which point extra charges may be required. Any extra prices are generally set by the carrier and generally SolarFlairLighting.com has no discretion in the matter.
On rare occasions, certain US post offices may accept certain packages from certain carriers. (This usually happens in very small towns where USPS office staff knows all of their customers very well.) If a customer requests that a package be delivered to a US Postal Service, the customer must:
Make sure that the delivery is approved by SolarFlairLighting.com or, when applicable, our manufacturer's or distributors; and
Must verify with the Post Office that the package will be accepted and provide documentation of this to SolarFlairLighting.com by both email. We reserve the right to speak with the individual post office before shipping the package to make sure that the package will be accepted.
A small number of our packages are delivered by USPS. Please note that USPS continually improves their tracking system and whenever possible, we will provide USPS tracking information to customers. Many of our items currently cannot be shipped by the US Postal Service or done so cost-effectively due to the batteries used in many of our products.
Tracking Numbers and Estimated Arrival Dates Are Provided to Customers Whenever Possible
When an item is shipped via UPS or Federal Express, we provide customers with the tracking number, an estimated arrival date, and the site where orders can be followed. These sites also provide customers with an option for an item to be held at the nearest UPS or FedEx location. While few of our packages are shipped by the US Postal Service, we do forward any available tracking information on those packages to customers.
Customers are advised when products will be shipped and delivered without a signature required. We do recommend, particularly for large dollar purchases, that customers either a) request the item be held for delivery at a date; and/or b) have a neighbor, co-worker, or family member be at the delivery address the day of delivery or keep an eye of the package.
Important Note: We carefully track all products shipped to SolarFlairLighting.com customers. Once an item is confirmed as delivered to your specified address it is considered to be in your possesssion. If you receive notification that the item has been delivered and you do not have it, please contact us and we will do our best to assist you. Many times however, there is little we can do other than verify that the delivery was correctly documented by our shipper.
Policies Regarding Products Damaged During Shipment
Most of our packages are shipped without signatures required. However, we do recommend that whenever possible that customers (particularly for large dollar items) be home or designated someone to receive the package for them if they cannot be home.
Because the time frame to submit insurance claims and/or claims of damages by shippers is limited, our policies are very specific and are detailed on our Store Policy page.
In short, customers must document all damage and contact SolarFlairLighting.com immediately by phone at (866) 686-6903 and email info@SolarFlairLighting.com for further instructions.
Manufacturer Defects
If a product appears to have a manufacturer's defect upon delivery, customers should contact SolarFlairLighting.com immediately by phone at (866) 686-6903 and email info@SolarFlairLighting.com for further instructions. Our Store Policy contains greater detail, but until you know that your product operates appropriately, please hold on to the following items:
- Original shipping box
- Any inside packaging, including the box the product may be in as well as any paper, bubble wrap, Styrofoam or other materials used to protect the product during shipment.
- All paperwork that came with the product such as product instructions, warranty cards, all shipping labels and any other paperwork or notes left by the delivery person.
- We strongly recommend that all customer retain assembly and/or operating instructions to assist you in long-term maintenance, such as when a rechargeable battery needs to be replaced.
Cancellations
Cancellations are discouraged. Since we often process orders as soon as possible after they are made, we may need to treat cancellations as returns on many occasions.
If you mistakenly order something, you must call us as soon as possible so that we can void the item before settlement and therefore avoid costly return credit card processing fees. Depending on what stage of processing your order is (such as if the transaction has settled or the product has been shipped), we may have to treat cancellations as returns and refund your money, minus up a fee of up to 20 percent to cover intercepting the package and return processing fees.
Any fee charged to will include any return processing charges, package intercept charges and/or forward and return payment processing costs if an item has already been shipped when you notify us that you wish to cancel the item. .
When cancellations are initiated by SolarFlairLighting.com (such as those due to unavailable stock), customers are not charged a fee; a full refund is given to customer.
Return Merchandise Policy
Because we want all customers to be satisfied, SolarFlairLighting.com will work with you to resolve all issues so please call us at (866) 686-6903 or email info@SolarFlairLighting.com as soon as possible. When possible, we will work to find you a replacement product, an exchange, or a free upgrade to a different product.
Our general policy is that we accept returns of unused products that have all original packaging when the return is initiated with 30 days of your order or 10 days of your receipt of the item(s). Certain products may not be returned, and customers are advised of this before the sale is processed.
Customers may not return products without first contacting SolarFlairLighting.com for instructions. If an unused, non-custom item is to be returned to us, you must first receive a Return Authorization Number. No packages will be accepted without a Return Authorization Number written clearly on the package.
Permission for any returns must be secured from our return department. ALL RETURNS MUST BE RETURNED UNUSED WITHIN 14 CALENDAR DAYS of your receipt of the item and as noted above, the return must be initiated with 10 calendar days of your receipt of the items; in cases of back orders, returns must be initated within 30 days of your order or 10 calendar days of its receipt, whichever is later.
Except when products do not operate properly (in which case the item will be treated as a warranty issue), we only accept unused items. All items must be returned with original packaging. Whether items are delivered directly to you, or shipped to a third party to hold for you, the customer is responsible for products as soon as the product is confirmed to be delivered.
Restocking Fees
Returns that are not due to an improper product shipment or manufacturer defect are subject to a 20% restocking fee, which covers return processing (including credit card processing, handling fees and other prices incurred by SolarFlairLighting.com and our manufacturers) and other administrative costs.
This is standard practice, as opened packages generally cannot be resold. Unless an incorrect or faulty item is delivered, customers are responsible for all return shipping fees.
Refund Time frame
In general, we will credit your credit card once SolarFlairLighting.com or our manufacturers receive the returned item, unless the wrong product was delivered. Please note that legally, we have 120 days from the ship date to return funds. However we usually process returns within two to three business days of when the item is returned. After we initiate the refund, it is up to your bank or credit card item when the funds are actually returned to you.
In rare situations, refunds or will be returned immediately to the customer upon receiving certain information and/or photographs from customers.
Regardless of your payment method, you must email the refund request to info@SolarFlairLighting.com, at which time the return authorization number (RA#) with return instructions will be sent to you.
No packages will be accepted without a Return Authorization Number written clearly on the package. Products being returned must have a RA# issued before returned.
All items must be returned with the following:
- All original contents (product, manuals, instructions, etc.)
- Original packaging.
- Original invoice or receipt.
Once a return is authorized by our return department you should:
- Return the item to the address given to you by our return department.
- Write the Return Authorization Number clearly on the box or package.
- Keep your shipping records for proof of shipment in the event of loss of returned merchandise. Returns shipped with the US Postal service or those with a value of over $100.00 should be insured. We are not responsible for returned items that do not reach our return department without Return Authorization Numbers, as each item must be connected to the customer that returned the item.
We refund shipping costs only if the return is a result of our error or the item has a defect that is confirmed by the manufacturer or distributor. You are responsible for all freight charges on shipments that are refused or returned with no fault on our part. We are not responsible for incidental or consequential damages or losses to defective products, errors in shipping your order, or other errors.
The limit of our liability is the replacement cost of any item you purchase from us. In addition, returns not related to incorrect shipment of items or manufacturer defects will be incur a 20 percent restocking charge.
If you were shipped the incorrect item or if an item has a defect, customers will be refunded any shipping fees related to returning the merchandise to the manufacturer.
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