Shipping
All orders are shipped 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.
We make every effort to ship orders within 5-7 business days (We do not ship on Saturday, Sunday or holidays). Please allow up to 10 days for your order to arrive. This may change during peak times. RTO Lighting is not responsible for service transit times. All orders are otherwise shipped via UPS.
RTO Lighting requires that all shipments be inspected and approved within 48 hours of receipt of merchandise by the client or the warehouse facility and to alert RTO Lighting of any damages or discrepancies within that time. RTO Lighting will not be held responsible for any damages or discrepancies after the 48-hour time period. RTO Lighting is not responsible for any damages that occur while in the care of a warehouse or storage company.
Clients who wish to use their own carrier will be processed handling and packaging fees.
All damage claims must be made in writing to sales@rtolighting.com within 48 hours of receipt of goods. Damage claims must include photographs along with a written description of the damage. Packaging must be retained when making a claim for damage and visible damage must be noted in writing with the shipper.
All customers and clients shipping to a warehouse or storage facility must sign our Warehouse + Storage agreement form. Please contact us at sales@rtolighting.com for details.
International orders are subject to duties and taxes determined by the country to which they are shipped. These fees are the responsibility of the recipient to pay upon delivery. 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.
Returns + Exchanges
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. All items must be in new, unused condition with any tags still attached and packing intact. Returns that are damaged, altered, or showing any signs of wear may not be accepted and sent back to the customer.
To be eligible for a return:
You may submit a return request by following the link below and we will be in touch within 24-48 hours with your return instructions.