Frequently Asked Questions

We are a small and family owned company. Lead times depend on our schedule from week to week. Most of the time, all orders received through the week will ship out within 1-2 business day. Sometimes we will ship a day early or a day late depending on our schedule. In busy seasons it is not uncommon for us to ship out once a week. Most of the time, lead times end up being a few days. We try not to let our lead times extend past 5 business days.

If you order was damaged, or you received the wrong items. Please contact us as soon as possible so we can resolve the issue.

If you contact us prior to your order shipping out, it would be no problem to cancel or modify your order. After the order ships modifications and returns are possible, but excess shipping charges are the responsibility of the customer.

Our policy lasts 30 days. If 30 days have gone by since you received your purchase, contact us first to discuss a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it.

If a product failed due to materials or workmanship under normal use, we may replace the product for a period of one (1) year from the date of purchase.

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted: Any item not in its original condition, is damaged or missing parts for reasons not due to our error, or an item that is returned more than 30 days after delivery.

On refunds not related to materials or workmanship, we may charge a 3% fee to cover credit card processing fees, at our discretion.

Late or missing refunds
If you haven’t received a refund yet, there is often some processing time before a refund is posted to your account. When a refund is initiated, you will receive an email from us notifying you of such. After the refund is initiated it can take up to 5 business days for the funds to be posted back into your account.
If it has been more than 5 business days and you still have not received your refund, please contact us at info.promiselighting@gmail.com

We will replace items if they are defective or damaged. If you need to exchange an item, send us an email at info.promiselighting@gmail.com prior to shipping us your item. Our shipping address is #520-3771 Jacombs Road, Richmond, B.C. Canada V6V 2L9, but we may have your item returned to a different address depending on circumstances.

To return your product, you should contact us prior to shipping your item. Our shipping address is #520-3771 Jacombs Road, Richmond, B.C. Canada V6V 2L9, but we may have the item shipped to a different address at our discretion.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

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

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.