Frequently Asked Questions
Need help with an order?
If you need help with an order or have a question you'd like answered before placing an order, please contact us at email@example.com and we'll respond within 48 hours. If you would rather speak with a human, you can call us between 9am and 5pm Monday-Tuesday and Thursday-Sunday (yes, we take Wednesdays off) at 914-409-7245.
Are you with the media?
If you're interested in taking pictures of us, our store, or our workshop, or asking us questions — that's awesome! We'd love to speak with you. Please email us at firstname.lastname@example.org to coordinate an interview or visit.
Frequently Asked Questions
When should I expect my order to ship?
We ship orders on Tuesdays and Fridays, and orders of in-stock items will ship on the shipping day following them placing their order. So, for example, if you ordered an in-stock item on a Tuesday it will ship on Friday.
Many of our items do have lead times ranging from 1 to 6 weeks. Orders that include these items will ship within that lead time window. We can often ship orders with lead times faster than estimated. If you're order is ready early, it will ship sooner than expected. We aim to pleasantly surprise you!
Do you offer gift cards?
Not yet, but we will soon!
Can I come visit?
Of course! Our store in Germantown, NY is open to the public and the most up-to-date hours are on the "Visit Us" page of our website in the main menu up top. If you'd like to visit our workshop, you'll need to make an appointment in advance as we cannot accommodate drop-ins. Please email us at email@example.com for an appointment.
What shipping carriers do you use?
We primarily ship with UPS and USPS.
Do you ship internationally?
Yep! But it can be pricey. If you went to check out and got sticker shock, we feel you. Unfortunately, we cannot discount orders simply because the shipping is pricey. In addition, please note that our lighting is wired for use in the United States. If you are hoping to use or install our pieces outside of the US, we recommend contacting us in advance to discuss.
My order arrived broken. What gives?
Aw shucks! That's annoying. We do our best to pack orders so nothing breaks and breakages are rare. If you receive a broken item, please email firstname.lastname@example.org immediately with a photo of the broken piece(s) and your order number so that we can help. If possible, please include the order number in the subject line of your email.
Tracking says my order was delivered...but either it's invisible or it didn't show up. What do I do?
First, try waiting a few days. 90% of orders will show up within a week of being marked "delivered." If that doesn't work, we recommend contacting your shipping carrier using the tracking number sent to you when your order shipped. Once we hand off a package to a shipping carrier, they are responsible for getting it to you. We cannot be held responsible for lost or stolen packages.
Returns & Exchanges