FAQ

Welcome to our FAQ page!

We've compiled answers to common questions regarding our products, ordering process, shipping, returns, and more to make your shopping experience seamless.

If you don’t find the information you're looking for, feel free to reach out via email, contact form, or live chat, and our team will be happy to assist you.

General Questions

• What is your average lead time and order processing time?

  • We stock a wide selection of LED Channels, and most orders are shipped the same or next business day using your selected shipping service.

• How can I purchase 10ft (118'') LED Channels?

  • Unlike 8ft (94'') LED Channels, which can be shipped via UPS, 10ft (118'') LED Channels require Freight shipping and are sold in full-box quantities.

  • Please contact us with your billing and shipping address for a custom quote.

• Do you offer custom-cut LED Channels?

  • No, we only stock 8ft (94'') and 10ft (118'') lengths, and we do not offer custom-cut sizes.

• Do you offer Will Call pickup for local customers?

  • No, we do not offer Will Call pickup. All orders are processed and shipped via UPS from our Los Angeles, CA warehouse.

Order Management

• I need to change the quantities or products in my order. What should I do?

  • Contact us as soon as possible with your order number and requested changes, and we’ll do our best to accommodate your request.

• How do I cancel my order?

  • Contact us with your order number to request a cancellation.

  • If your order has already been processed and/or shipped, it cannot be canceled.

  • A 3% credit card processing fee applies to all order cancellations.

• Has my order shipped?

  • You can check your order status via the order confirmation email we sent when you placed your order.

  • Once your order is shipped, we will send a shipment confirmation email with tracking information.

• UPS shows my order as delivered, but I have not received it. What should I do?

• • Check Your Surroundings – Packages may be left near your door, porch, mailbox, side entrance, or another secure location.
  • Ask Neighbors or Household Members – Someone may have accepted the package on your behalf.
  • Allow Additional Time – In some cases, UPS may mark a package as delivered shortly before it actually arrives.
  • Contact Us – If you are still unable to locate your package, please contact us, and we will assist by filing a claim with UPS.
  • Once a shipment has been shipped and accepted by UPS, lost, missing, or misdelivered packages are subject to UPS's claim and investigation process. UPS will investigate the shipment and determine the outcome of the claim. All claims and reimbursements are subject to UPS's investigation and approval. If UPS approves and pays the claim, we will issue a refund for the approved amount to the original payment method.
  • Refunds for lost or missing packages are processed after the UPS claim has been approved and resolved.
  • Packages that UPS confirms were successfully delivered to the correct address may not be eligible for a refund or replacement.

Shipping & Returns

• How much is my shipping?

  • Shipping costs are automatically calculated before submitting payment. Simply add items to your cart and proceed to Checkout to view available shipping methods and their prices.

• How do I return my product?

  • Please click here for more information on returning an item.

Taxes & Exemptions

• Do I have to pay sales tax?

  • Sales tax applies only if your shipping address is located in California (where our warehouse is based).

• We have Sales Tax Exemption. How do we proceed?

  • Please contact us so we can send you a CA Resale Certificate Template.

  • Once you complete and return the form, we will update your online account as Sales Tax Exempt.

  • Sales Tax Exemption forms must be submitted before placing an order. Once an order is placed and sales tax is paid, we cannot process tax exemption for that order.