Shipping policy
Shipping Policy
At Creative Light, we aim to process and deliver every order as efficiently and securely as possible. This Shipping Policy explains our processing times, delivery estimates, tracking procedures, address requirements, international shipping conditions, and responsibilities related to delivery.
By placing an order with Creative Light, you agree to the terms described in this policy.
Order Processing
Orders are generally processed within 1 to 3 business days after payment has been successfully confirmed.
Processing may include:
- Payment verification;
- Fraud-prevention checks;
- Product inspection;
- Packaging;
- Order preparation;
- Transfer to the shipping carrier.
Orders placed on weekends, public holidays, or during periods of high demand may require additional processing time.
Processing time is separate from shipping time.
Delivery Estimates
After an order has been dispatched, estimated delivery times are generally:
- Standard delivery: 7 to 15 business days;
- Remote or less accessible locations: 10 to 25 business days;
- International orders: 10 to 25 business days, depending on the destination and customs procedures.
These timeframes are estimates and do not guarantee delivery on a specific date.
Delivery may take longer because of circumstances outside our reasonable control, including:
- Carrier delays;
- Customs inspections;
- Severe weather;
- Public holidays;
- High shipping volumes;
- Local transportation disruptions;
- Incorrect or incomplete addresses;
- Remote delivery locations;
- Government restrictions;
- Supplier or fulfillment delays.
Shipping Confirmation and Tracking
Once your order has been dispatched, a shipping confirmation may be sent to the email address provided during checkout.
The confirmation may include:
- A tracking number;
- A link to the carrier’s tracking page;
- Shipping status information;
- Estimated delivery information.
Tracking information may take between 2 and 5 business days to update after the order has been handed to the carrier.
A temporary lack of tracking updates does not necessarily mean the package has stopped moving.
Multiple Packages
Orders containing multiple products may be shipped separately because items may be stored at different fulfillment locations.
When this happens:
- Products may arrive on different dates;
- Each package may have a separate tracking number;
- The customer will not be charged additional shipping fees unless disclosed during checkout.
Receiving only part of an order does not mean the remaining products have been canceled or lost.
Shipping Addresses
Customers are responsible for providing a complete and accurate shipping address during checkout.
The address should include, when applicable:
- Full recipient name;
- Street name and number;
- Apartment, suite, building, or unit number;
- City;
- State, province, or region;
- Postal or ZIP code;
- Country;
- Any delivery instructions required by the carrier.
Creative Light is not responsible for delays, failed deliveries, losses, or additional costs caused by incorrect or incomplete information provided by the customer.
Address Changes
Address correction requests should be sent as soon as possible to:
We cannot guarantee that an address can be changed after an order has entered processing, fulfillment, or shipment.
Once the package has been transferred to the carrier, we may be unable to redirect it.
If the package is returned because of an address error, the customer may be responsible for reshipping costs.
Delivery Attempts
The shipping carrier may make one or more delivery attempts.
Depending on the destination, the carrier may:
- Leave the package at the delivery address;
- Leave it with a household member or neighbor;
- Deliver it to a reception desk or mailroom;
- Redirect it to a local collection point;
- Request a signature;
- Return the package if delivery cannot be completed.
Customers are responsible for monitoring tracking information and collecting packages from designated pickup locations within the carrier’s required timeframe.
Delivered but Not Received
When tracking shows that a package has been delivered, customers should first:
- Check around the property;
- Ask household members;
- Check with neighbors;
- Contact building reception or management;
- Check mailrooms and parcel lockers;
- Contact the shipping carrier;
- Allow up to 48 hours, as some carriers mark packages as delivered before final handoff.
If the package still cannot be located, contact:
Please include your order number and tracking information.
Creative Light may assist with a carrier investigation, but we cannot guarantee reimbursement or replacement for packages confirmed as delivered.
Lost Packages
A package may be considered lost when:
- Tracking has not updated for an extended period;
- The carrier confirms that the package cannot be located;
- The package exceeds the reasonable delivery timeframe;
- A formal carrier investigation confirms the loss.
If a package appears to be lost, contact lightingcreative@support.com.
Depending on the investigation and circumstances, Creative Light may offer:
- A replacement shipment;
- Store credit;
- A refund.
Claims may be denied when the loss resulted from an incorrect address, failure to collect the package, refusal of delivery, or circumstances occurring after confirmed delivery.
Damaged Packages
Customers should inspect the package and product as soon as delivery is completed.
If the package or product arrives damaged, contact lightingcreative@support.com within 48 hours of delivery.
Please provide:
- Your order number;
- A description of the damage;
- Clear photographs or videos of the product;
- Photographs of the exterior packaging;
- Photographs of the interior packaging;
- A photograph of the shipping label.
Keep the damaged product and all packaging materials while the claim is reviewed.
Do not install, assemble, repair, discard, or modify a damaged product before receiving instructions from our support team.
Incorrect or Missing Products
If you receive the wrong product, an incomplete order, or a product with missing components, contact:
Please include:
- Your order number;
- A description of the issue;
- Photographs of everything received;
- A photograph of the shipping label;
- Photographs of the packaging.
After reviewing the claim, Creative Light may provide missing components, a replacement product, store credit, or a refund.
Refused Deliveries
Customers should not refuse delivery unless instructed by our support team.
Packages refused by the customer may be returned to the sender.
Any refund approved for a refused delivery may have the following deducted:
- Original shipping charges;
- Return shipping costs;
- Carrier fees;
- Customs charges;
- Handling or storage fees.
Refusing a package does not automatically qualify the order for a full refund.
Unclaimed Packages
Packages that are not collected from a pickup location within the carrier’s required timeframe may be returned to the sender.
If an unclaimed package is returned, the customer may be responsible for:
- Reshipping costs;
- Return transportation fees;
- Carrier handling fees;
- Customs charges.
Original shipping charges are non-refundable unless required by applicable law.
International Shipping
Creative Light may ship products internationally, subject to carrier availability, destination restrictions, and product limitations.
International customers are responsible for ensuring that the products may be legally imported into their country.
International deliveries may require additional time because of:
- Customs clearance;
- Import inspections;
- Local delivery procedures;
- Carrier transfers;
- Destination-specific restrictions.
Creative Light cannot guarantee customs-clearance times.
Customs Duties and Import Taxes
International orders may be subject to:
- Import duties;
- Customs fees;
- Local taxes;
- Brokerage charges;
- Administrative fees;
- Carrier processing fees.
Unless these charges are collected during checkout, they are the customer’s responsibility.
Creative Light does not control charges imposed by customs authorities, governments, carriers, or financial institutions.
A customer who refuses delivery because of import charges may be responsible for all resulting shipping, customs, return, handling, and storage fees.
Lighting and Electrical Products
Some lighting products may be fragile, oversized, or contain electrical components.
Customers should carefully inspect the package before installation.
Customers are responsible for confirming:
- Product dimensions;
- Electrical compatibility;
- Voltage requirements;
- Installation requirements;
- Indoor or outdoor suitability;
- Required accessories;
- Local electrical standards.
Creative Light is not responsible for delivery-related claims submitted after a product has been installed, modified, drilled, wired, cut, painted, or altered.
Large or Oversized Items
Large, heavy, fragile, or oversized products may:
- Require additional processing time;
- Ship separately;
- Use specialized carriers;
- Require a signature;
- Be delivered only to the entrance of the shipping address;
- Be subject to destination restrictions.
The customer is responsible for ensuring that the product can fit through doors, hallways, elevators, stairways, and installation areas.
Delivery personnel are not required to assemble, install, mount, wire, or position products inside the property unless this service was specifically included.
Shipping Restrictions
We may be unable to ship certain products to some locations because of:
- Carrier restrictions;
- Product dimensions;
- Electrical or battery regulations;
- Customs limitations;
- Remote-location restrictions;
- Local laws;
- Safety requirements.
If an order cannot be shipped, the affected item will be canceled and the amount paid for that item will be refunded.
Order Cancellations
Cancellation requests should be submitted as soon as possible to:
We cannot guarantee cancellation after an order has entered processing or fulfillment.
Once an order has shipped, it cannot normally be canceled. The customer must wait for delivery and follow the procedures described in our Return and Refund Policy.
Shipping Charges
Shipping charges are displayed during checkout before the order is completed.
Shipping costs may depend on:
- Destination;
- Product size and weight;
- Delivery method;
- Order value;
- Carrier availability;
- Promotional eligibility.
Original shipping charges, expedited shipping fees, processing fees, shipping protection fees, customs charges, and optional delivery services are non-refundable unless required by applicable law or the order was canceled before shipment.
Shipping Promotions
Free or discounted shipping promotions may be subject to:
- Minimum order values;
- Eligible products;
- Specific destinations;
- Limited promotional periods;
- Selected shipping methods.
If a returned order no longer qualifies for the original shipping promotion, the standard shipping cost may be deducted from the refund where permitted by law.
Shipping Protection
When optional shipping protection is available, its coverage and exclusions may be presented during checkout.
Shipping protection fees are generally non-refundable after an order has been dispatched.
Shipping protection does not necessarily cover:
- Incorrect addresses;
- Packages refused by the customer;
- Packages not collected;
- Theft after confirmed delivery;
- Customs charges;
- Delivery delays;
- Damage caused after delivery.
Delays Outside Our Control
Creative Light is not responsible for delivery delays caused by events outside our reasonable control.
Such events may include:
- Natural disasters;
- Severe weather;
- Transportation disruptions;
- Customs delays;
- Government action;
- Carrier interruptions;
- Labor disputes;
- Public emergencies;
- Internet or system failures;
- Supplier delays.
We will make reasonable efforts to provide updated information when significant delays are identified.
Chargebacks and Delivery Disputes
Before opening a chargeback or payment dispute, contact:
We will make reasonable efforts to review and resolve legitimate delivery concerns.
In the event of a payment dispute, Creative Light may provide the payment processor with:
- Order information;
- Tracking records;
- Delivery confirmation;
- Shipping address details;
- Customer communications;
- Store policies accepted during checkout.
Contact Us
For questions about processing, tracking, delivery, damaged packages, missing products, or shipping-related concerns, contact Creative Light at:
Please include your order number and a clear description of your request.