Frequently Asked Questions

1. Where do you ship?

We ship throughout the United States, including Alaska and Hawaii.

We currently do not ship to P.O. boxes or APO/FPO addresses. A complete and accurate physical delivery address must be provided when placing an order.

2. How long does order processing take?

Orders are generally processed within 1–3 business days after payment has been successfully confirmed.

Business days are Monday through Friday, excluding federal holidays.

Once your order has shipped, you will receive a shipping confirmation email containing tracking information.

3. How long does shipping take?

After an order has been shipped, the estimated transit time is 7–15 business days.

Delivery times are estimates and may vary depending on the destination, carrier operations, weather conditions, service interruptions, and other circumstances outside our control.

Because lighting fixtures may require protective packaging and careful handling, tracking updates may occasionally take additional time to appear.

4. Will I receive tracking information?

Yes. A shipping confirmation email containing your tracking number will be sent after your order has been dispatched.

Please allow up to 2–3 business days for the carrier’s tracking system to display the first update.

If you have not received tracking information after your order has shipped, please check your spam or junk folder before contacting us.

5. Can I change or cancel my order?

You may request an order change or cancellation within 24 hours of placing your order.

Please contact us at info@sannlighting.com as soon as possible and include your order number and requested changes.

After 24 hours, we cannot guarantee that a cancellation or modification can be completed because the order may have already entered processing.

Orders that have already shipped cannot be canceled. After delivery, eligible items may be returned in accordance with our Return and Refund Policy.

6. Do your products require assembly or installation?

Some lighting fixtures may require assembly before installation. Assembly and installation requirements are provided on the applicable product page when available.

Hardwired lighting fixtures should be installed by a qualified electrician in accordance with local electrical and building regulations.

Please disconnect the power supply before installation. Sannlighting is not responsible for damage or injury caused by improper assembly, installation, wiring, or use.

7. Are bulbs included?

Bulb inclusion depends on the individual product.

Please review the applicable product page for information regarding:

• Bulb inclusion
• Bulb base
• Number of bulbs
• Maximum wattage
• Voltage requirements
• Dimming compatibility

When bulbs are not included, customers are responsible for purchasing compatible bulbs separately.

8. What should I do if my order arrives damaged, defective, incomplete, or incorrect?

Please inspect your order as soon as it is delivered.

If an item arrives damaged, defective, incomplete, or incorrect, contact us at info@sannlighting.com within 7 calendar days of confirmed delivery.

Please include:

• Your order number
• A description of the issue
• Clear photographs of the product
• Photographs of the inner and outer packaging
• Photographs of the shipping label
• Photographs of any damaged components

Please keep the product and all original packaging until we complete our review. Do not install, modify, repair, or discard the product before receiving instructions from our support team.

After reviewing the information provided, we will explain the available resolution.

9. Why has my order been delayed?

Occasional delays may occur because of:

• Carrier service interruptions
• Severe weather
• Transportation disruptions
• Incorrect or incomplete delivery information
• Failed delivery attempts
• High seasonal shipping volume

We will provide available tracking information after shipment. For questions about an order, please contact us and include your order number.

10. Can I return an item?

Eligible items may be returned within 30 days of confirmed delivery.

Returned items must be unused, uninstalled, unassembled, unmodified, and returned with all original components, accessories, instructions, and packaging.

A return request must be approved before an item is shipped back. Items returned without prior authorization may not be accepted.

Please review our Return and Refund Policy for complete eligibility requirements, instructions, return shipping responsibilities, and refund information.

11. What should I do if my tracking shows delivered but I cannot find the package?

Please first check:

• Around the delivery location
• With other household members
• With neighbors
• With your building management or reception desk
• Any alternative location shown in the carrier’s delivery details

If the package still cannot be located, contact the carrier and then email us at info@sannlighting.com with your order number and tracking number.

Please report delivery concerns promptly so that the matter can be reviewed.

12. How can I contact customer support?

You can contact Sannlighting using the information below:

Legal Business Name: SANNLIGHTING LLC
Trade Name: Sannlighting
Email: info@sannlighting.com
Phone: +1 (213) 214-1161
Address: 800 Wilshire Blvd, Suite 2100, Los Angeles, CA 90017, United States

13. What are your customer support hours?

Customer support is available:

Monday through Friday
9:00 AM–6:00 PM Pacific Time

We are closed on weekends and federal holidays.

Messages received outside normal business hours will be reviewed during the next business day.