Frequently Asked Questions

If we haven't addressed your question here, please contact us for more information.

General Questions + Ordering

What is a lead time?

Our lead time is the amount of time it takes us to produce a made-to-order item and prepare it for shipment.

What does made-to-order mean?

Made-to-order means that once we receive your order, it gets included in a production run of that item and when it is completed, it ships to you directly.  This reduces waste (we don’t overproduce inventory or cut into materials that aren’t needed), and keeps our small, hardworking team organized.  We have a limited number of people on our team and a made-to-order workflow, so we are only able to produce a certain number of items each week in order to maintain our lead times.

Orders ship as ready and without notice. Items ready to be released may ship ahead of scheduled lead times. 

Can you rush my order?

All expedited orders are subject to approval. A rush fee will be calculated base on the desired expedited lead time and your order total amount. Trade, Wholesale, and Drop Ship discounts cannot be applied to rush fees.

To inquire about expedited orders and our rush fee pricing, please in contact sales@RTOLighting.com.

Who should I contact if I have a question about my order?

Please email us anytime at sales@rtolighting.com. We are here to answer your questions about existing and future orders, shipping and returns Monday through Friday, between 8:30 am and 4:00 pm ET.

Which Payment Methods Do You Accept?

• All major credit cards, as shown at checkout

• PayPal: if you do not have an account yet, you can create one while shopping with us

• Apple Pay, Google Pay, Samsung Pay

Please note that your billing address must match the address on your credit card statement.

Can I order by phone?

Yes. Please contact us at 215-275-0404 for assistance.

Do you collect sales tax?

We collect 6% Sales Tax for all orders shipped within Pennsylvania, and an additional 2% shipped within Philadelphia city limits. Tax exemption available for qualifying members, please inquire.

When do I pay for my order?

All purchases must be paid in full at the time of ordering. 

Does RTO Lighting offer a warranty?

RTO Lighting fixtures have a lifetime warranty for materials and craftsmanship. RTO Lighting is not responsible for damages caused by but not limited to incorrect installation, failure to follow our care instructions, accidents, misuse or normal wear and tear. 

Returns, Refunds + Cancellations

What is RTO Lighting's return policy?

All sales are final. If in the rare event that we authorize a return, a 20% restocking fee will apply for fixtures returned in good original condition. For fixtures returned damaged, additional fees will apply.

Can I cancel my order?

Unfortunately we are unable to cancel any orders.

What if I receive an incorrect item?

If you received the incorrect item, please contact us immediately at sales@rtolighting.com.

Shipping + Delivery

What is your shipping policy?

Estimated shipping methods and charges are quoted upon order and are subject to change. All quoted ship dates are estimates only. Orders must be paid-in-full prior to shipping. All orders ship with a signature required. Delivery is F.O.B. Philadelphia. Risk of loss and title shall pass to the client upon the carrier taking possession of the order.

Clients who wish to use their own carrier will be processed handling and packaging fees. 

What shipping methods do you use?

RTO Lighting ships with UPS for smaller ground shipment within the continental US, and UPS Worldwide Express for orders to Canada and small package shipments abroad. 

Any large order requiring freight delivery will be quoted and selected at the discretion of RTO Lighting, taking into consideration the cost, location and the safety of the delivery. Heavy, oversized, or high-quantity orders will be shipped freight/LTL. If you would like a freight shipping quote, please reach out to sales@rtolighting.com.

Larger international shipments will be handled via Concordia freight. Smaller international orders will be handled via DHL. 

Local delivery within 200 miles of Philadelphia, PA is available for a fee, please inquire.

What if my order arrives damaged?

In the case of issues or damages occurring during shipment, RTO Lighting will make every effort to assist our customers, however, the shipping and safety of the package during transit is the responsibility of the courier.

What if I have specific delivery instructions?

Orders ship as ready. Items ready to be released may ship ahead of scheduled lead times. Deliveries that require a specific delivery window, or special instructions must be confirmed with the Client Account Manager handling the sale in writing prior to the order being placed.

Requests to hold merchandise after an order is placed and the item has been produced will be subject to warehousing fees if prior arrangements are not made. RTO Lighting will not release warehoused items until the Warehousing Fee has been paid in full.

Does RTO Lighting ship overseas?

We can ship internationally. Please email us to arrange all international orders at sales@rtolighting.com.

What about fees, duties and/or taxes for international orders?

Please contact us directly at sales@rtolighting if you require international shipping.  All requests for international shipping are subject to approval.

Duty (or custom tariffs) is set by the destination country’s customs authorities and is based on a combination of the country of origin or manufacturing of the goods being purchased. Value Added Tax (VAT) rates are set by the destination country. International shipments, excluding freight or oversized packages, are sent via DHL. DHL shipping estimates include customs duties and taxes.

For international freight shipments or oversized packages, a client’s customs broker information is required prior to shipping. Duties and taxes will be collected once the shipment reaches its destination and client will be responsible for paying all incurred fees via their desired customs broker. RTO Lighting may act as the client’s customs broker upon request. Orders refused at the point of delivery will incur return shipping charges, as well as a restocking fee equivalent to the duties and taxes levied upon the original shipment.

We are required by law to list directly on the package the full retail value of items ordered and contained therein. We cannot mark any package as a gift to avoid customs and duties fees. On rare occasions, customs agents may delay the delivery of, open, and/or examine the contents of packages at their discretion. For more information on customs fees and procedures, please contact your local customs office.

Can I ship my order to a warehouse or storage facility?

RTO Lighting will ship to the designated residence, commercial building, warehouse or storage facility of choice. We require that all shipments be inspected and approved within 2 business days of receipt of merchandise by the client or the warehouse facility and to alert RTO Lighting of any shipping damages or discrepancies within that time frame. RTO Lighting will not be held responsible for any damages or discrepancies after the 2-business daytime period.

If a damage is not reported within 2 business days, RTO Lighting will no longer be responsible for any claim made. Any damage claims outside of this time frame must be settled solely between the client and their warehouse and storage facility. RTO Lighting is not responsible for any damages that occur while in the care of a warehouse or storage facility or additional transit thereafter.

Please make this policy known to your warehouse and storage facility.

I ordered multiple items, will they ship separately?

We make every attempt to ship your order complete.  There are instances when we will ship items separately due to conflicting lead times and stock levels.

Do I need to be present to accept my delivery?

Yes, you are responsible for ensuring that your package will be accepted upon arrival.  RTO Lighting provides tracking information for all packages.  The carrier may refuse to deliver unless you, or an authorized agent are able to sign for it. 

For delivery of our larger items, our residential couriers will be in contact with you directly to schedule a delivery appointment.  A lift gate will be required for freight orders shipping to residences and businesses that do not possess a loading dock.  Inside delivery is available upon request for freight shipments.

Do you offer White Glove delivery?

Please let us know if you are interested in a White Glove Delivery for your orders.  White Glove includes interior assembly of the item you are purchasing, as well as the removal of any packing materials.  Please contact us within 24 hours of your purchase at sales@rtolighting.com if you require White Glove delivery.  If White Glove delivery is not specified, you must be responsible for minor assembly of your goods and the removal of all packing materials.

Do you offer local delivery?

RTO Lighting can provide local delivery from our location in Philadelphia for larger orders.  Please contact us at sales@rtolighting.com for rates and availability.  Rates are based on location and assembly requirements. 

Can I use my own freight carrier?

Any clients who have a preferred freight carrier must contact said freight carrier of choice for a shipping quote and must schedule the pick-up of the shipment once the order is complete. RTO Lighting will communicate all necessary details to the client (such as pallet dimensions, weights, number of pieces, etc) so that a freight quote may be acquired. Lostine will be responsible for preparing the shipment in-house. All packing of pallets, crates and other shipments will be handled by Lostine. These circumstances are subject to a Packing and Handling Fee, which can be quoted upon request.

The Company

Where are your goods made?

The RTO Lighting collection is made in the USA, crafted and finished by hand in-house at our Philadelphia workshop.

Do you offer customizations or custom pieces?

RTO Lighting is happy to discuss customization requests. Please email us directly at sales@rtolighting.com to inquire.

Do you offer a trade program?

RTO LIghting has a trade program available for interior designers, architects and hospitality businesses.  Click here to learn more.

Do you offer a wholesale program?

RTO Lighting's wholesale program is currently not open for distribution.

Does RTO Lighting work with the press?

Yes. RTO Lighting is open to working with press and publications such as magazines, editorials, etc. Please contact our team at rto@theconsultancypr.com for inquires and terms.