FAQs

1. Where do you ship?

We ship to eligible physical delivery addresses throughout the United States, including Alaska and Hawaii.

We offer free standard shipping on eligible United States orders, with no minimum purchase amount required.

We currently do not ship to:

• P.O. Boxes
• APO/FPO addresses
• Addresses outside the United States

A complete and accurate physical delivery address must be provided during checkout.

Please review our Shipping Policy for complete shipping information.

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 weekends and U.S. federal holidays.

Orders placed after business hours, on weekends, or on U.S. federal holidays will begin processing on the next business day.

Order processing time is separate from shipping transit time.

Custom-made, modified, oversized, fragile, or made-to-order products may require additional preparation or production time. Where applicable, the estimated production time will be displayed on the product page or communicated to the customer.

3. How long does shipping take?

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

The total estimated delivery period generally consists of:

• Order processing: 1–3 business days
• Transit after shipment: 7–15 business days

Delivery dates are estimates and are not guaranteed.

Actual delivery times may vary depending on the destination, carrier operations, weather conditions, seasonal shipping volume, transportation disruptions, delivery appointment requirements, and other circumstances outside our reasonable control.

Large, fragile, oversized, custom-made, or made-to-order lighting fixtures may require additional transit time because of protective packaging, specialized handling, freight-carrier scheduling, or delivery appointment requirements.

4. Will I receive tracking information?

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

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

Tracking information may not update continuously while a package is moving between carrier facilities.

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?

Orders can be canceled free of charge within 24 hours of purchase, provided that the order has not yet been processed, customized, prepared for shipment, or dispatched. Please contact us as soon as possible to request a cancellation.

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

Orders that have already shipped cannot be canceled. After delivery, eligible products may be returned in accordance with our 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 licensed electrician in accordance with applicable electrical codes, structural requirements, and installation instructions.

The electrical power supply should be disconnected before installation or servicing.

Customers and installers are responsible for confirming fixture dimensions, weight, voltage, wattage, structural support, mounting conditions, bulb compatibility, dimmer compatibility, location rating, and installation clearances.

Damage caused by improper assembly, installation, wiring, unsuitable structural support, incorrect voltage, incompatible components, unauthorized modification, or failure to follow installation instructions is not considered a manufacturing defect.

7. Are bulbs included?

Bulb inclusion depends on the individual product.

Please review the applicable product page for information regarding:

• Whether bulbs are included
• Bulb base type
• Number of bulbs required
• Maximum wattage
• Voltage requirements
• Dimming compatibility

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

For assistance confirming bulb requirements before placing an order, please contact info@sannlighting.com.

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

Please inspect your order promptly after delivery and before installation, assembly, or wiring.

If an item arrives damaged, defective, incomplete, or different from the item ordered, please contact us at info@sannlighting.com within 14 calendar days of the confirmed delivery date.

Please include:

• Your order number
• A detailed description of the issue
• Clear photographs of the complete product
• Photographs of the affected or damaged areas
• Photographs of the inner and outer packaging
• Photographs of the shipping label
• A list of any missing parts or components

Please keep the product, all original components, shipping carton, inner packaging, and shipping label while the claim is being reviewed.

Do not install, assemble, wire, modify, repair, discard, or otherwise alter the affected product before receiving instructions from our customer support team. Doing so may affect our ability to verify the issue and provide an appropriate resolution.

For an approved claim, the available resolution may include replacement parts, replacement glass or hardware, repair assistance, a replacement product, an approved return at our expense, or a refund to the original payment method.

Please review our Refund Policy for complete claim requirements and available resolutions.

9. Why has my order been delayed?

Occasional delays may occur because of:

• Carrier service interruptions
• Severe weather
• Transportation disruptions
• High seasonal shipping volume
• Incorrect or incomplete delivery information
• Failed delivery attempts
• Delivery appointment requirements
• Limited access to the delivery location

Delivery estimates are not guaranteed delivery dates.

If tracking has not updated for several business days, please contact us at info@sannlighting.com and include your order number.

Our customer support team will review the available tracking information and assist with contacting the carrier when appropriate.

10. Can I return an item?

Eligible standard returns may be requested within 30 calendar days of the confirmed delivery date.

For a standard return, the product must generally be unused, uninstalled, unwired, unassembled, unmodified, and returned with all original components, accessories, hardware, instructions, and packaging.

All returns must be requested, reviewed, and approved before the product is shipped back.

Products returned without prior authorization or sent to an unauthorized address may not be accepted.

Sannlighting does not charge a restocking fee for approved returns.

For returns requested because of a change of mind, personal preference, incorrect size selection, or style or color preference, the customer is responsible for the return shipping cost.

If the return is caused by a product that arrived damaged, defective, incomplete, or different from the item ordered, Sannlighting will cover the approved return shipping or replacement shipping cost.

Please review our Refund Policy for complete eligibility requirements, return instructions, return shipping responsibilities, non-returnable products, and refund information.

11. What should I do if 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 delivery photograph or alternative location shown in the carrier’s delivery details

Please also contact the shipping carrier directly to request available delivery information.

If the package still cannot be located, please contact us at info@sannlighting.com within 14 calendar days of the recorded delivery date.

Please include your order number and tracking number so that we can review the available shipping and delivery information and assist with an available carrier investigation where appropriate.

12. How can I contact customer support?

You can contact Sannlighting using the information below:

Legal Business Name: SANNLIGHTING LLC
Doing Business As: Sannlighting
Email: info@sannlighting.com
Customer Support Hotline: +1 (213) 214-1161
Corporate and Correspondence Address:
800 Wilshire Blvd, Suite 2100
Los Angeles, CA 90017
United States

The telephone number above is Sannlighting’s central customer support hotline.

13. Will my order require a signature upon delivery?

Yes. Orders with a merchandise value over $300 require signature confirmation upon delivery. Please ensure that an authorized recipient is available at the delivery address.

14. What are your customer support hours?

Customer support is available:

Monday–Friday
9:00 AM–6:00 PM Pacific Time (PT)

We are closed on weekends and U.S. federal holidays.

Messages received outside regular support hours will be reviewed during the next available business period.

We aim to respond to customer inquiries within 1–2 business days. Response times may be longer during U.S. federal holidays or periods of unusually high inquiry volume.