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 | Shipping / Policies |
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Shipping Charges
Important Note: Shipping is charged as a percentage. If the amount paid is over the actual amount we will refund the difference.
Items are stocked in my suppliers warehouses, allowing us to ship your order when placed, we do not ship on weekends or holidays. Items are shipped from suppliers warehouse to us, then to your mailing address. (If an item is not in stock you will be able to cancel the order. But if you choose to wait, than order can not be cancelled). Once an order is placed, it is immediately sent to the warehouse for processing. Therefore, we are not able to cancel orders. If you have over ordered, or if you have ordered an incorrect item, please contact us for a return authorization number (RMA number). If you are ordering internationally, shipping charges automatically calculated are estimates; if the actual shipping cost exceeds the calculated cost, we will contact you to obtain approval prior to shipping. If you place an order for delivery outside of Canada, be advised that you are responsible for brokerage fees, customs duties and all other charges that may be imposed. For orders originating overseas, we may require additional documentation. Remember that all prices are quoted in CDN dollars. For orders originating overseas, we also require a minimum order size of $750 or the order will not be processed. Prior to processing a valid overseas order, additional shipping charges may apply and will be confirmed with you before shipping. For estimated transit times, please visit the UPS.com.
Returns and/or Defectives
We are dedicated to serving our customers and are committed to your satisfaction. We offer a 100% refund on unused merchandise, excluding any shipping costs; however, we are unable to accept returns on custom modifications, such as modified stem extensions, or on any special order item (any item or style not listed on our website). At our discretion, any discounts or free shipping applied to your original order may be deducted from your return credit, with a minimum deduction of $25. Items must be returned within 7 days of delivery in new condition and original packaging. We do not accept returns on light bulbs or used cable. Returns require prior authorization (in the form of a RMA number) which can be requested by e-mailing coelho.sales@sympatico.ca, items must be received by us within 10 calendar days from when we issue the RMA or you will not receive any credit for your return. Be sure to include a description of the items you would like to return, the order number and the reason for return in your message. We cannot accept returns without an RMA, so be sure to contact us before sending anything back. Any items that are not in original condition will not be accepted as returned items. Defective lighting products may be repaired or exchanged for replacements during the one year manufacturer warranty period; contact us for warranty policies of any manufacturers we carry.
Our suggestions for returns:
1. Please print your RMA instructions and enclose with the item(s) to be returned, and write the RMA number on a blank piece of paper that is securely attached to the outside of the box.
2. Return the item(s) using either Federal Express or UPS, as the items can be insured, and tracking is also available.
RMA Request
If you need to return any product, we will need to issue an RMA number so that we can properly credit your account when we receive the merchandise. Please email the following information for our records:
Your Name
Email address
Telephone number
Order number
Item number(s) returning
Description of problem
Order Pickup
For orders to be picked up, please wait for an email for instructions on location.
Thank You.
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