FAQs

Where does my order ship from?
All orders are processed and shipped from our United States based fulfillment centers. We store our products in various locations across the country, in our efforts to deliver orders as quickly as possible.

Do you ship outside the United States?
Unfortunately, we currently do not! We only accept and ship orders within the US.

How long does it take to receive my order?
Orders usually ship out same day Mon-Fri, and arrive within 3-7 business days. For more detailed information on shipping and delivery, please CLICK HERE

Do you quality test products before shipping?
Yes absolutely, we have a very strict quality control process in place and it starts at our factory after production! Every single product is thoroughly checked twice, once before shipping from our factory to our warehouses, and once more before finally shipping it out to you, to ensure proper operation. We never ship out or sell any product in a used / refurbished condition! Only brand-new quality tested and carefully inspected products.

What if my order arrived damaged during shipping?
While it's uncommon, in the rare event of a damaged package during shipping, you must contact our support team within 24-48 hrs at support@truelumens.com, it is important to include a brief description of the damage as well as clear visual evidence of the damaged product (pictures or video), as its necessary and required to be able to file a claim with the carrier and ultimately issuing you a prompt replacement.

Can I return my order?
Yes you can, you have up to 30 days to contact us and request an RMA. Please do not attempt to return any product before you contact our support team and receive an RMA! To be eligible for a return, your item must be unused / never installed and in the same condition that you received it. It must also be in the original packaging.

Order Status / Tracking a Shipment
We use the email address provided during checkout to place the order to communicate with you and keep you up to date on your order status and provide you with tracking information so that you can track your order.

Refunds
Once your authorized returned item is received, inspected and accepted, your refund will be processed within 2-3 business days, and a credit will automatically be applied to your credit card or original method of payment within a certain amount of days according to your card issuer's payment reversal policy.

Exchanges / Replacements (if applicable)
We only replace/exchange items in the following cases

  • Defective items within their warranty period, usually 12 months.
  • Damaged items during shipping, as long as we're contacted within 24-48 hours of receiving, with visual evidence of the damage (pictures or video)
  • Wrong items sent as a result of an error done on our end.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed or emailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Sale / Discounted items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Return Address
To return your product, you must have already contacted us and been provided an RMA number, "True Lumens™ | Sharper Designs, Inc" and all it's personals will not be responsible for any package sent to us without an RMA number provided by our support team. Once you have obtained your RMA# through our customer service email, you will be provided with the appropriate return address according to your location.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We will not assume responsibilities for any lost packages by shipping carriers while being returned.