Aurorae Lighting - Frequently Asked Questions

Yes, the hanging cords are adjustable as your need.

Yes.

Yes, almost all lights can be installed on the sloped ceiling because their hanging cords are soft.

Yes, all lighting fixtures in our store can be customized as your demand. Please reach out to us with your special requests.

For the incorrect, damaged or defective products in transit, you would have the responsibility to report the case to us in 48 hours after the successful delivery.

We will send you a replacement as soon as possible.

Yes, most lights in our store are dimmable. Please check the descriptions further.

Yes, all lights are coming with bulbs.

Yes, and we can accommodate a large commercial project. Please feel free to reach us out if needed.

Hong Kong.

Free to contact our Customer Service team to grant exclusive trade pricing on every order. Also available to submit your business information through the page Trade Program, then you will receive an email with a discount code, which can be used at checkout when placing orders for any items. Please note that the discount code is valid for half a month.

At Auroraelighting, we offer 3 types of promotions for your shopping experience with us more affordable: Promotion Codes, Trading Program and Wholesale Pricing.

You can refer to the Promos page here.

Auroraelighting offers convenient payment methods including Google Pay, PayPal, Apple Pay and other major credit cards. For a large order, bank transfer would be available. Please check Payment Methods page for more details.

You can add a note about your special request on cart page when placing orders.

You may reach out to us or send us messages online. We will make response in 12 hours.

The prices of the items you buy from us will remain the same for at least six months, with the exception of certain holiday-specific promotions.

Once an order has been placed, it can not be changed or cancelled online, but you may contact Customer Service to make a change or cancellation request. We will do our best to accommodate your change request, but may not be able to stop or change an order that is already in process.

Please note that many non-returnable items may not be cancelable, including the custom orders or large order as discussed before your purchase.

For standard items:

Order processing time: 1 - 4 Business days
Regular shipping time: 2 - 25 Business days
Expedited shipping time: 2 - 6 Business days

Custom item: Made as order. Depending on practical scheduling

We will send you an email notification about the tracking information in 24-36 hours once the items are shipped out. Then you can check the shipping process on FedEx or UPS website.

We do offer free shipping on orders over $400 to ensure a more convenient and affordable shopping experience, and we will ship your order in the fast and reliable way to ensure that your purchase is ready for delivery. For some remote areas, we may charge an additional shipping fee after your purchase.

It supports deliveries to some of the major countries in North America, Europe, Asia and Oceania.

Please check the shipping policy for specific countries.

Please reach out to us at info@auroraelighting.com if your shipping address is not shown in the list. 

If you want to receive your order quickly, we can offer expedited processing and shipping if the item is eligible. Auroraelighting offers UPS or FedEx expedited shipping on most items. The items that are in transit and do not have the option to be expedited.

Expedited service will speed up the transit time and order processing.

Expedited fee will specifically depend on the items of your order. You may need to reach out to us and we will quote and send you an invoice to proceed.

The lead time would be 2-6 business days.

Taxes are not included in the order amount. As our experience, there is no duty on US orders, and orders from Canada and Europe may have to pay a small amount or nothing, depending on the situation.

Yes, some shipping charges will be required for these remote areas.

You will have a 30 calendar days return windom after the order delivery.

Restocking fee is not required for any order returns.

We are responsible for the shipping of the ordered items, but do not offer return shipping (not related to product defects or our mistakes). Return shipping is the responsibility of the buyer. Items need to be shipped back to the address we specified.

For the incorrect, damaged or defective products in transit, you would have the responsibility to report the case to us in 48 hours after the successful delivery. Failure to report damage within this time period means that Auroraelighting is not responsible, as we are unable to file a damage claim with the carrier.

Auroraelighting is not responsible for reimbursement of labor costs or project delays incurred as a result of receiving defective items.

We recommend that you wait until the fixtures have arrived and been inspected or tested before scheduling the installation.

Our warranty is limited to products that are within 4 years from the date of purchase

Yes, it is available to help extend the guarantee period and please let us know on that condition.