Customer FAQ

1.    Why can’t I find what I’m looking for?

a.    We have an extensive collection of products that are not yet included on our website. However, our customer service representatives are more than happy to assist you in finding the product or fixture you want, even if it isn’t online. We will also answer any pricing questions you may have. Call us directly at 1-855-350-1888, or email cs@barnlightoriginals.com for a quick response. We are available Monday through Friday from 8 a.m. to 4:30 p.m. Pacific Time.  

 

2.    When will my order arrive?

a.    Lead time depends on the product and quantity of your order. All lights are custom-made; therefore, the total frequency of customer orders we receive, the quantity of products you order, and the amount and type of customizations you choose on your products affect when your order is shipped. 

b.    Once your order is shipped, you will receive an email providing the tracking information. If you have questions about the shipment, please contact Customer Service at 1-855-350-1888.

 

3.    What are my shipping options if I need my order sooner?

a.    We offer a rush fee option that will have your order shipped in five to seven business days. 

b.    Expedited shipping allows for one-day, two-day, or three-day shipping once your light is out of production. Shipping cost is determined by the quantity of products, total product weight, and the location of the shipping address. 

c.    For further information on the rush fee and expedited shipping, contact Customer Service at 1-855-350-1888.

 

4.    How do I check the status of an order? 

a.    Once you have placed an order, you will receive an email with the invoice order number. You can email or call Customer Service to have them reach out to the manufacturer to check whether the order is in the production or shipping process. When calling, please be ready to provide the first and last name of the person to whom the order is being shipped as well as the invoice number.

 

5.    Do you offer trade discounts? 

a.    Yes, we offer a trade discount for verified trade professionals once they have filled out the trade discount form. To request this form, contact Customer Service at 1-855-350-1888, and we will gladly email it to you. All trade discounts are good for one full year to be used on every order made. 

 

6.    Can I see what my order will look like before I purchase it?

a.    Each order is custom and made-to-order. Therefore, every time a product is finished, it is a one-of-a-kind original for the consumer who ordered it. We do not hold light fixtures in stock. However, at no cost to you, requesting color finish samples is a great way to see what our finishes look like. Additionally, we have images of previously-made fixtures that we are able to send to help you visualize your product. If you feel these options will help you make a confident choice regarding your purchase, please contact Customer Service at 1-855-350-1888 to request the samples and examples.

 

7.    How do I request a quote? 

a.    Requesting a quote is easy and sent within 30 minutes of request. If you would like a quote sent, please contact Customer Service Monday through Friday from 8:00 a.m. to 4:30 p.m. Pacific Time at 1-855-350-1888, and a representative will be happy to assist you. Please be ready to give us the product name(s) or product number(s) of the item(s) you are considering purchasing. 


8.    Do you ship outside of the U.S.?

a.    At Barnlight Originals, we are happy to ship to as many countries as we can. Contact Customer Service at 1- 855-350-1888 to learn if we can ship to you. 

 

9.    Why do I have to register as a customer prior to ordering? 

a.    Registering as a customer streamlines the billing and shipping process. Additionally, any communication that takes place between you and us is made easier.

 

10.    What are your terms and conditions regarding defective products? 

a.    Our policy is based on that of our manufacturer. Fixtures can be repaired and replaced at the discretion of the manufacturer if any fixture fails to operate within 90 days of shipment. 

b.    All items manufactured come with a warranty to be free from defects in materials and workmanship under normal use and service. A product shall be replaced within one year of the shipment date if it is found to be defective during our examination.

c.    Products must be inspected by purchaser prior to installation.    

d.    For damaged merchandise, contact Customer Service immediately for instructions on repair and returns. 

e.     Replacement parts will be shipped out with standard ground delivery by the manufacturer. No overnight shipments will be authorized. 

f.     No refunds or reimbursements for labor or materials will be given. 

g.     We and our manufacturer are not responsible for any customer's electrician fees or labor expenses.  

 

11.    What if I don’t like my order once it has arrived? 

a.    We do not offer returns or exchanges on any of our lights, as each one is custom and made-to-order. However, we do offer direct customer service to provide you with feedback and recommendations for all lighting fixtures. We work closely with the manufacturer in order to give you the most educated advice possible. If you’re unsure about your order before or after you’ve placed it, please give us a call at 1-855-350-1888, and we will do whatever we can to help. 


12.    Is it true you don’t offer a return or exchange policy? 

a.    Regretfully, we do not offer returns or exchanges because all lights are custom, made-to-order. If you look closely at our competitors’ policies, most state the same in their fine print. However, our manufacturer’s craftsmanship is nationally renowned for ensuring consumers get the exact fixtures they order.  We want our customers to be fully informed prior to purchase, which is why our Customer Service allows a consumer to directly contact them with any questions he or she may have in regard to choosing and customizing the products they want. Should there be damage to the merchandise during shipping, a return and repair will be issued.