TRUE LIGHT CO - FAQ PAGE

A: When you click “add to cart” on any fixture, a handy pop-up window will appear with our top bulb suggestions. These recommendations come from a team of lighting-savvy bulb gurus that have tried and tested a number of shapes, sizes and brightness levels in thousands of fixtures over the years. Still, if you would like to shoot the breeze about bulbs, please feel free to contact our awesome support team who will be glad to walk through options with you: support@truelightco.ca

*Remember to consider your specific environment when choosing any fixture or bulb. Do you prefer warmer light (on the yellower side) or cooler (true white toward a hint of blue)? Will the fixture be used for ambient lighting (adding overall light to a room) or task lighting (specific for a vanity, desk, or kitchen workspace)? Will the fixture be the only light source in the room, or are you layering light with fixtures like pots, pendants, sconces, undercabinet or toekick lighting? Will you be able to see the bulb when it’s installed, or will the fixture’s shade or diffuser hide the bulb itself? If you can answer these questions, it will help determine your desired level of brightness, as well as color temperature, shape, and size of bulb.

A: At this time, True Light Co. only ships within Canada. We apologize to our international friends (as us Canadians love to do)! If you have a specific shipping request or deadline to meet, please feel free to contact our superb shipping team to discuss your request.

A: We are here and happy to help from Monday through Friday from 9am to 5pm MST, excluding statutory holidays. You can reach us by email, phone (1-866-560-9301) or online chat. If you would like to reach us outside of our regular hours, please feel free to email: support@truelightco.ca or send us a message through our Connect With Us page. We’ll respond as soon as possible on the next business day.

A: If we have inventory in our warehouse, your order will typically ship within 3 business days of receiving your order. When it ships, you will receive a Shipping Confirmation email with a tracking number.

Lead times for shipping are:

•3-7 business days for orders from our warehouse in sunny (but at times frigidly cold) Alberta, Canada.
• For items that are not in stock, our superb shipping team will reach out to notify you of the estimated delivery time.
• If your order is shipping to a remote location, it may require an extra 1-2 days to arrive safely. When we make your shipping arrangements, we will notify you of the ETA in our Order Confirmation email.
• Rush shipping is available for select fixtures, but each order will be assessed by our brilliant shipping team to confirm that we can meet your deadline. Feel free to contact our outstanding order team if you require extra-quick shipping: orders@truelightco.ca.

A: Yes! We accept returns without a restocking fee, as long as your fixture is returned to us within 30 days of receiving your order. We will charge a 25% restocking fee if an item is returned more than 30 days after receipt. If a fixture has been installed or altered in any way, if it is a “final sale” item or a custom-made piece, it is considered non-returnable.

*The only cost that is not covered will be the shipping fee to return the item to us.

If you don’t fall in love with your fixture at first sight, simply pack it back up safely in the original box and contact us for return information within 7 days of receiving your order. We will provide you with the necessary information to return your item, as well as an RGA (Return Goods Authorization) number. You’re welcome to ship the product back via any trackable method that works for you (FedEx, Purolator, Canada Post, etc). The fixture should be in new condition with no damage or cut wires, and all parts & pieces will need to be returned as well. Your refund will be processed toward your original payment method within 7 days of receipt & inspection of your returned item.

A: We sincerely apologize the Checkout page is not working for you! Some versions of web browsers on mobile/ desktop do not support the Moneris Checkout system, which could be interfering with your Checkout page functions. Please try placing your order from a different browser or device (phone, iPad, or desktop computer) if possible. If this is not an option or doesn’t fix the issue, please feel free to contact our splendid support team and we’ll be happy to assist: support@truelightco.ca.

Credit Card Tips:
1. Ensure there is a backslash (/) between the month and year of your expiry date: MM/YY.
2. There should be no spaces in your 16-digit credit card number, expiry date, or CVC code.
3. We currently accept Visa, Visa debit, Mastercard, and Mastercard debit cards only.

A: Currently, True Light Co. does not have a special trade pricing structure in place. However, we do provide a large selection of fixtures for very competitive prices, and have regular sale offerings. If you have questions about a large project order, please feel free to reach out to our savvy support team for more information: support@truelightco.ca.

A: Certainly! We have the ability to supply fixtures for projects large and small. From townhouses to condominium complexes, we can assist you with specifying the perfect pieces for each space. Just reach out to our seasoned support team and we can work through all of the details with you: support@truelightco.ca

A: Absolutely! All of our True Light fixtures carry a warranty for one year from the date of purchase. Rest assured, our fixtures will be free of defects and will remain fully operational to light up your life… possibly even until you’re ready for your next style makeover. Our bulbs are warrantied for three years from the date of purchase, and our lovely LED fixtures carry a warranty of five years from the date of purchase.

*Although we’d love to come hang your fancy new fixtures for you for free, we do not cover labor costs associated with installation or replacement of any of our True Light fixtures.

A: We definitely do! If you’re dreaming of a one-of-a-kind showstopper that doesn’t seem to exist in the real world, please feel free to reach out to us. Custom fixtures require extra time and attention as well as minimum quantities, but we have the capacity, as well as the passion, to design and build unique fixtures. Let’s collaborate and create something outstanding together!

A: No; variations in colour, texture, and veining patterns are to be expected with natural stone. No two pieces will be exactly the same, which makes each one so special! The appearance of alabaster stone will range from pure, milky white with no veining, to marbled patterns in golden and brown hues.

A: Please feel free to browse each item detail page! Under the Product Information section, click on the arrow to display a list of some standard information, including item weight, socket base type, and max wattage. For further details, scroll to the bottom of the page and click the arrow beside Additional Information to display more specifications. For a full Spec Sheet containing all the important details for your fixture, click on the Spec Sheet link at the bottom of the Additional Information section. If you require further information, please reach out to our super support team at any time: support@truelightco.ca.

A: Absolutely! Our fixtures each carry a certification that is either CSA, cUL, or ETL approved. Each of these certifications is similar, and confirms that the fixture meets North American safety and performance standards. Quick tip: if you are looking at an item detail page and scroll to the bottom, you can click on Additional Information then open the Spec Sheet link. This PDF will show the certification logo for that particular fixture in the lower right corner of the page.

A: Please check the Inventory Details section on the fixture item detail page. Just below the price, you’ll see how many are left in stock, and how many more fixtures are currently on order. To find out more, click on the arrow beside Inventory Details and a drop-down list will be displayed to show you how many fixtures are on order, and the estimated timing of when the shipment is expected to arrive. If you require further information, please reach out to our spectacular support team at any time: support@truelightco.ca.

A: True Light Co. partners with our trusted manufacturers in China to import our curated line of fantastic fixtures into Canada, where we can distribute them across our great country.

True Light Co. gladly accepts Visa and Mastercard for payment.

Click here for more details about our shipping, returns and warranty policies.

True Light Co. is located in Alberta, Canada.