FREQUENTLY ASKED QUESTIONS

Find answers about ordering, shipping, customization, returns, warranty coverage, and delivery services. If you need help with a specific product or project, contact our Design Concierge.

SHIPPING & DELIVERY

DO YOU OFFER FREE SHIPPING?

Yes. Complimentary standard shipping is available on all U.S. product orders, with no minimum purchase requirement.

Express shipping, White Glove Delivery, assembly, installation, remote-area delivery, and other optional or special services may incur additional fees.

ARE DUTIES AND TAXES INCLUDED?

Yes. All applicable duties and taxes associated with standard U.S. product delivery are included. No additional state sales tax is added at checkout.

HOW LONG WILL DELIVERY TAKE?

Delivery timing varies according to product availability, size, production requirements, customization, packaging, shipping method, carrier schedules, and destination.

In-stock parcel-size items may arrive sooner. Made-to-order, customized, fragile, and oversized products generally require additional preparation and transit time.

Contact our Design Concierge before ordering if you are working toward a specific project date. All delivery windows are estimates rather than guaranteed arrival dates.

HOW CAN I TRACK MY ORDER?

After your order ships, we will send a shipping confirmation email with tracking information when available.

Tracking may take up to 24 hours to activate after carrier handoff. Freight tracking may pause during ocean transit and resume after customs clearance or final-mile carrier handoff.

An order may arrive in multiple shipments with separate tracking numbers.

DO YOU OFFER EXPEDITED SHIPPING?

Expedited or air-freight options may be available for eligible products and destinations. Availability and cost depend on item size, weight, production status, destination, carrier capacity, and requested timing.

Please contact our Design Concierge before ordering for an expedited-shipping review.

IS WHITE GLOVE DELIVERY AVAILABLE?

White Glove Delivery may be available for eligible oversized furniture, depending on the product and delivery location. The service must be shown on the product page, offered at checkout, or confirmed in writing before purchase.

White Glove Delivery does not include furniture assembly, wall mounting, anchoring, electrical work, plumbing, or lighting installation unless expressly confirmed in writing.

ORDERS & PAYMENT

WHICH PAYMENT METHODS DO YOU ACCEPT?

We accept the payment methods displayed at checkout. Available options may include major credit or debit cards and supported digital wallets.

Do not email complete card numbers, security codes, passwords, or online-banking credentials to Fullstarlighting.

CAN I USE MORE THAN ONE PROMOTIONAL CODE?

Unless a promotion expressly states otherwise, one promotional code may be used per order and promotions may not be combined.

Order-value thresholds are based on the eligible merchandise subtotal before the promotional code is applied. Optional service charges do not count toward the threshold.

CAN I CHANGE OR CANCEL MY ORDER?

Contact us as soon as possible if you need to request a change or cancellation.

An order that has not entered processing, production, customization, packing, or shipment may be canceled for a full refund.

Once processing or production begins, changes or cancellation may no longer be available. Customized and made-to-order products are subject to additional restrictions.

RETURNS, DAMAGE & WARRANTY

CAN I RETURN AN ITEM?

Submit a return request for an eligible unused, uninstalled, non-custom product within 30 calendar days after delivery. Do not ship the product until the return is authorized; the authorization will state the ship-by deadline.

Customized, made-to-order, installed, used, altered, and final-sale products are generally not eligible for return unless they arrive damaged, are incorrect, have a verified covered defect, or applicable law requires otherwise.

Please review the Return & Refund Policy before requesting a return.

ARE RETURNS FREE?

No. The 30-day policy applies to eligible returns, but it is not a free-return promise.

For a customer-choice return, the customer is responsible for return shipping. Fullstarlighting may deduct the documented actual outbound shipping cost originally incurred to deliver the order, even when standard shipping was presented as complimentary.

No restocking fee is charged on an approved eligible return.

CAN I EXCHANGE A PRODUCT?

We do not process direct exchanges. An eligible product may be returned after authorization, and a new order may be placed for the replacement product.

WHAT SHOULD I DO IF MY ORDER ARRIVES DAMAGED?

Inspect your order promptly after delivery and keep all original packaging.

If an item or component arrives damaged, incomplete, or incorrect, contact us promptly, preferably within 48 hours. Include your order number and photographs of the complete product, affected area, packaging, and shipping label.

Do not install, assemble, repair, modify, or discard packaging before our team completes its review.

WHAT WARRANTY DO YOU PROVIDE?

Eligible Fullstarlighting products are covered by a 3-Year Limited Warranty, beginning on the delivery date and subject to the coverage terms and exclusions in our Warranty Policy.

The warranty does not cover normal wear, natural material variation, improper installation, misuse, unauthorized modification or repair, unsuitable environmental exposure, or other excluded causes.

CUSTOMIZATION

CAN LIGHTING BE CUSTOMIZED?

Selected lighting may be customized. Available options can include dimensions, finish, number of light sources, hanging height, chain, rod or cord length, glass or crystal details, alabaster details, voltage, plug type, and color temperature.

CAN FURNITURE BE CUSTOMIZED?

Selected furniture may be customized depending on the design and material. Available options can include dimensions, wood finish, stone selection, upholstery, hardware finish, shelf layout, and cabinet configuration.

WHAT INFORMATION SHOULD I PROVIDE?

Please send:

• Product link or model number
• Preferred dimensions
• Finish or material preferences
• Installation or room requirements
• Delivery ZIP code
• Desired project timing
• Relevant photographs, drawings, or room plans

CAN YOU REPRODUCE A DESIGN FROM ANOTHER BRAND OR WEBSITE?

We can review inspiration images and help develop a distinct solution that fits your space. We do not reproduce protected designs, logos, trademarks, or other intellectual property without authorization.

You must have the right to share and use any drawings, photographs, plans, or design materials submitted with your request.

ARE CUSTOMIZED PRODUCTS RETURNABLE?

Customized and made-to-order products are generally not eligible for return once production begins, unless they arrive damaged, are incorrect, have a verified covered defect, or applicable law requires otherwise.

PRODUCT DETAILS & INSTALLATION

DO YOU PROVIDE INSTALLATION?

Standard shipping and White Glove Delivery do not include electrical installation, hardwiring, mounting, plumbing, or furniture assembly unless expressly confirmed in writing.

Lighting and other hardwired products should be installed by a qualified professional or licensed electrician in accordance with local requirements.

ARE BULBS INCLUDED?

Bulbs are included only when stated in the individual product specifications. Bulb type, wattage, dimmability, voltage, and compatibility vary by fixture.

IS EVERY LIGHT FIXTURE UL LISTED?

No. Where stated, a fixture may use UL-listed sockets, wiring, or other electrical components. The complete fixture is UL listed only when the product page explicitly identifies it as such.

WHY CAN NATURAL MATERIALS LOOK DIFFERENT FROM THE PHOTOGRAPHS?

Wood, stone, leather, glass, crystal, metal, fabric, and hand-applied finishes may display variations in grain, veining, color, texture, shape, or tone. These expected characteristics contribute to the individual appearance of a product and are not normally considered defects.

CONTACT

HOW CAN I REACH YOUR TEAM?

Email: support@fullstarlighting.com
Phone: +1 (971) 379-7567

Messages may be submitted online at any time. Our team responds Monday–Friday, 9:00 AM–7:00 PM Pacific Time.