Frequently Asked Questions (FAQ)

Welcome to the Home Lighting US FAQ page — where we’ve answered the most common questions our customers ask about orders, shipping, payments, returns, and privacy. If you can’t find the answer you need here, our support team is happy to help at support@homelightingus.com or +1 (289) 378-8384 (Monday to Friday, 9:00 AM – 5:00 PM EST).

🛍️ Orders & Accounts

1. Do I need an account to place an order?
No — you can check out as a guest or create an account for faster checkout, order tracking, and exclusive updates.

2. Can I modify or cancel my order after placing it?
Yes. You have a 6-hour window after placing your order to request any changes or cancellations. Once your order has been processed or shipped, it can no longer be modified.

3. How can I track my order?
After your order ships, you’ll receive a confirmation email with tracking details. Please allow 24–72 hours for the tracking number to become active. You can also check your order status via our Order Tracking page.

🚚 Shipping & Delivery

4. What countries do you ship to?
We currently ship within Canada and the United States. Select international destinations may be available upon request.

5. How much does shipping cost?
🇨🇦 Canada: Free shipping for orders over $150 CAD. Orders below $150 CAD have a flat rate of $15 CAD.
🇺🇸 United States: Free shipping on all orders.

6. How long will delivery take?
Canada: 3–9 business days
United States: 7–8 business days
Delivery times may vary due to weather, holidays, or carrier delays.

7. Which carriers do you use?
We work with trusted carriers such as UPS, USPS, FedEx, DHL, and Canada Post to ensure safe and reliable delivery.

8. What if my package is lost or stolen?
If your order doesn’t arrive or is marked “Delivered” but not received, contact our support team. We’ll investigate with the carrier and arrange a replacement or refund once confirmed.

🔁 Returns & Refunds

9. What is your return policy?
We offer a 30-day return policy for eligible items. Products must be unused, in original packaging, and include all accessories and manuals.

10. Are there items that cannot be returned?
Yes. Clearance, final-sale, and custom-made items are non-returnable.

11. What if I receive a damaged or incorrect product?
Please contact us within 24–48 hours of delivery and include photos or videos of the issue. We’ll replace the item or issue a full refund once verified.

12. How do I start a return or exchange?
Email us at support@homelightingus.com with your order number, purchase date, and reason for return. We’ll send return authorization details and a prepaid label if applicable.

13. When will I receive my refund?
Refunds are processed within 7–10 business days after we receive and inspect your returned product. The refund will be issued to your original payment method.

💳 Payments & Billing

14. What payment methods do you accept?
We accept all major credit and debit cards (Visa, MasterCard, American Express, Discover, UnionPay, JCB, Diner’s Club) and digital wallets such as Google Pay and Shop Pay. All transactions are securely processed via Shopify Payments.

15. Is my payment information safe?
Absolutely. Our store uses Shopify’s PCI-DSS certified payment system, ensuring your data remains encrypted and confidential. We never store your payment details.

16. What currency are your prices listed in?
All prices are listed in U.S. Dollars (USD). If your card is issued in another currency, your provider may apply a currency conversion fee.

17. Why was my payment declined?
Payments may fail due to mismatched billing information, insufficient funds, or security checks. Please verify your details or contact your bank if the issue persists.

🔐 Privacy & Data Protection

18. How do you protect my personal information?
We comply with PIPEDA (Canada), GDPR (EU), and CCPA (California) privacy standards. Your personal data is encrypted, stored securely, and only shared with trusted partners (e.g., Shopify, carriers, payment providers) to process your orders.

19. Do you share my information with third parties?
We never sell your data. We share limited information only with trusted service providers to complete your transactions or deliver your orders.

20. Can I request access or deletion of my data?
Yes. You can email support@homelightingus.com to request access, correction, or deletion of your data at any time.

🕒 Customer Service & Support

21. What are your customer service hours?
Our support team is available Monday to Friday, 9:00 AM – 5:00 PM (EST, Toronto Time Zone). We’re closed on weekends and Canadian public holidays.

22. How long does it take to get a response?
We aim to respond to all inquiries within 24–48 business hours.

23. How can I contact you?
📧 Email: support@homelightingus.com
📞 Phone: +1 (289) 378-8384
📍 Address: 15 Allstate Parkway, #600, Markham, ON L3R 5B4, Canada

📄 Quick Links to Our Policies

Home Lighting US is proudly operated by ONTARIO LTD., a registered Canadian corporation. All our policies comply with applicable Canadian consumer protection and privacy laws.

📄 Quick Links to Our Policies

• Terms of Service
• Privacy Policy
• Shipping & Delivery Policy
• Return & Refund Policy
• Payment & Billing Policy

For any additional questions or feedback, please reach out — we’re always here to help you brighten your home.