Account Questions
Setting up an account is really easy and only takes a few minutes. You’ll need to give us your name and address details and then create a password, which you can use to access your account at a later date. With an account you can check the progress of an order, change your details and save your payment details, which will speed things up the next time you order.
Alternatively, if you’d prefer not to create an account, you can select “Continue as guest” instead. You’ll still need to enter your name, address, email and payment information, but these won’t be stored. You won’t be able to track your order if you select this option though.
Select and use the password reminder feature found at the ‘Login/My Account’ section of the website. Simply click on the ‘Forgot your password?’ link and we’ll email it over to you.
This happens after 3 unsuccessful login attempts. Your password is case sensitive, so please bear this in mind when entering your details. If you do enter an incorrect password on more than 3 occasions, your account will be suspended automatically as a security measure. To resolve this, all you need to do is let us know via email: sales@valueledlights.com or call 847-561-9457 and we can unlock your account and resend your password reminder over to your registered email address.
Customer Service Questions
Our aim is to satisfy customers, however sometimes things do go wrong. If this is the case, we want to know about it so that we can make it right for you and learn from our mistakes so it won’t happen again.
If your complaint is about online service/delivery, contact our Customer Service Center on 847-561-9457 or email: sales@valueledlights.com. A team member will be glad to hear from you and help resolve any issues you may have.
(US – Central Time):
7:00 am to 5:00 pm Monday through Friday
9.00 am to 5:00 pm Saturday
Ordering Questions
Once your order’s gone through, you should receive an email with an order number. If you don’t receive an email, just double check that you’ve spelled your email address correctly. If you’ve checked and you’re still unsure, give our Customer Service Center a call on 847-561-9457.
Additional checks are run on all orders with certain criteria, for your safety as well as ours. The call to complete this check will be very brief and we will never ask for your full card details. Please be aware that if your order has been flagged for a security check and you do not contact us within 4 days your order will be cancelled.
This means that the details you’ve given us do not match the details your bank has for you – please ensure your billing address matches your statement address exactly. Rather than attempt multiple transactions online, it’s best to give our Customer Service Center a call on 847-561-9457, who will be happy to place your order over the phone.
We will not decline transactions at checkout, only authorize the amounts – if your bank does decline, please contact them directly so they can rectify this for you. Please be advised that the authorized amount will show on your account for around 7 working days, regardless of a successful transaction being made. This amount has not been debited, it has only been ring-fenced from your available balance.
Your Security Code is just a little extra security for online and phone transactions. This number will be located on the signature strip on the back on your card.
Goods are not allocated to you until an order confirmation has been sent to you – adding items to your shopping basket does not reserve them.
We’re always more than happy to place orders over the phone for you – just call our sales department at 847-561-9457.
If you paid for your order by credit, debit or Paypal, payments are usually taken from your account instantly.
Unfortunately our website does not currently allow you to change or cancel anything yourself – Please call our sales team at 847-561-9457 or optionally email: sales@valueledlights.com and our sales team will help you with any modifications to the order.
Unfortunately, we’re not able to split a single order. Please call our sales team at 847-561-9457 or optionally email: sales@valueledlights.com – and they can help place a new order for you.
Once an order has been placed on our website it cannot be modified. You can call our sales department at 847-561-9457 or optionally email : sales@valueledlights.com within two hours of the original order and our sales team can help with entering a new order. Have the original card payment details available when speaking to a sales team member.
We accept the following cards online or you can check out using PayPal :
Product Questions
Products are sold “as is”, but if you would like to order a custom spec fixture, please visit our manufacturer’s website: www.cgfdesigninc.com
Refunds & Exchanges Questions
Every item on our site comes with a 30 Day warranty from defects from the date of receipt. All returns must be taken to your local post office, UPS or Fedex Location, whichever one you prefer. The buyer is responsible for covering the return shipping cost for none warranty Issues. Please send all returned items to:
Attention: Returns
3506 River Rd.
Franklin Park, IL 60131
If the item you received is defective you will still be responsible for the return shipping cost but you will be refunded that amount after inspection of the item(s).
Purchaser must request a proof of shipping certificate and add insurance to your shipment; this will ensure you can request a full refund even if your return is lost in the post. Please allow up to 21 days for returns to be processed.
Returns take approximately two to three weeks to be received and processed. In the event you haven’t heard from us within that time, contact our Customer Service department at 847-561-9457 -or- email sales@valueledlights.com a copy of your proof of postage so we can track and process the return.
We no longer offer exchanges, so we’ve refunded your order to you. You must select the new item and place a new order.
Contact our sales department at sales@valueledlights.com and they’ll send you your order number and information required for returning purchased items.
Shipping Questions
Free standard ground shipping on all orders within the continental United States. If expedited shipping is needed, it can be provided with additional costs. Please email sales@valueledlights.com for a quote on expedited shipping cost before placing your order.
Yes you can, a UPS tracking number will be sent to the email address you provided at the time of ordering and also when the order ships, normally 24 hours after the order is processed (excluding weekends and Holidays). You will then be able to visit www.ups.com to track your order.
As we ship from the warehouse here in the United States, you wouldn’t pay customs and import duties inside the United States. However, orders shipping outside the United States, charges may apply when the goods reach their destination. We don’t have any control over the amounts charged.
Please note that if your order is over a certain weight, we may have to split the delivery into more than one parcel resulting in more than one charge – unfortunately this is beyond our control
If your order was shipped Standard Service and has not arrived within 3 – 7 working days (or 7 to 10 working days at peak times such as Christmas or other major Holidays) we must allow 14 working days from dispatch for delivery. You can also contact our customer service department at: 847-561-9457 or email : sales@valueledlights.com.
If there is a delay because of the shipper you would need to contact UPS directly at :
Domestic:1-888-742-5877
International: 1-866-782-7892
To email UPS please click Here: https://www.ups.com/upsemail/input?loc=en_US
The Custom Company’s Inc customer service :
CORPORATE HEADQUARTERS
Local Phone: 708-338-8888
LOS ANGELES FACILITY: Local Phone: 310-672-8800
Most orders will be shipped via UPS, in some cases depending on the size of your order and if freight is required, we ship via The Custom Companies Inc. ; www.customco.com.