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Customer Service
- Shipping & Delivery
- Privacy & Security
- Returns & Replacements
- Ordering
- Payment, Pricing & Promotions
- Viewing Orders
- Updating Account Information
- Shipping & Delivery
- Generally we will process an order the following business day after it was placed. So if you place an order on Monday you can expect it to be processed and shipped on Tuesday. If you place an Order on Saturday you can expect it to be processed and shipped the following Monday. For our free shipping, we use USPS First Class Mail, which has a ship time of approximately three business days. If you do not receive your order or an email regarding your order within one week of placing your order, check the order notes section and your email. Most likely we are out of stock of a particular item in your order and awaiting a reply from you. If you have any questions or concerns regarding your order, get in touch with us at info@ellumiglow.com or by giving us a call at (877)615-6556.
- Privacy & Security
- At Ellumiglow.com, we take your privacy very seriously. We never give out email, credit card information, or any other information regarding our customers to anyone. Period. Your information is just that. Yours. We respect that boundary, and will never give/sell/trade your information. Ever.
- Returns & Replacements
- We pride ourselves on providing the highest quality products in the Electroluminescent, LED, and Laser world of lighting. Here at ellumiglow we have a 30-day warranty against defects. THIS IS NOT AN ACCIDENTAL DAMAGE WARRANTY. All of our high quality products can last years with proper care, and many products carry warranties up to a year or longer. The general 30-day warranty we offer is because many products in our store like EL Wire have a multitude of uses, including wearables, where consumers can actively detract the lifespan of the product.
If for some reason you are unsatisfied with your product that is still in new condition, and would like to return it, send us an email at info@ellumiglow.com within 14-days of receiving your product. We will accept any returns on functioning products under our 14-day no hassle return period for any reason. After we get an email from you, simply repackage and send your product back to us, and we will refund the cost of your product minus a 10% restocking fee. If you would like to exchange your new product for another item, simply pay for the shipping both ways and we would be happy to oblige. Due to the custom nature of many of our products, any custom lengths of EL Tape, EL Wire, VynEL™, Laser Wire, LEDs, or EL Panels or Custom orders may not be returned.
If you receive a defective item, we are more than happy to send you a replacement. Simply send us an email or give us a call with your malfunctioning item on hand, and we will attempt to troubleshoot the item with you. If the product still doesn’t work, we will email a return shipping label for your malfunctioning product. Once we receive the malfunctioning item, and verify that it is indeed defective, we will send you out a new product, free of charge. Ellumiglow.com does reserve the right to repair or replace any defective item and is not grounds for order cancellation. - All items that come in boxes must be returned in the same boxes. Returns must be picked up and in transit no more than 30 days from the date of delivery and must include all instructions, pieces etc. On approved returns we offer a complete refund less all shipping costs and a 10% restocking fee. We will make all of the shipping arrangements for you. Please note if you have small doorways, halls or elevators that some large boxes may not fit. Please call for exact dimensions if you are concerned. Orders that will not fit in to a customers home will be subject to this return policy. Custom Orders: Due to the custom nature of many products, we cannot accept returns on custom orders. These include custom lengths or custom made orders of EL Wire, EL Tape, EL Paint, EL Panels, LED Strip Lights, Laser Wire, and VynEL™. If you are concerned about the returnability of your products, please call or email us before your purchase.
- Please note: Custom cut or custom made lighting applications, driver or programming are non-cancellable, non-returnable upon order commencement. Lighting devices (Electroluminescent, Laser, LED products) from Ellumiglow/Future Illuminations/Breach Industries, LLC used in combination with a driver and/or inverter from outside companies voids product warranty without exceptions.
- Ordering
- Placing an order at ellumiglow is quite easy. Simply browse our bountiful selection of products to your hearts content. When you happen upon a product that floats your boat, simply click the “Add To Cart” button. This should update your shopping cart located in the upper right hand corner of the screen. Repeat this process until your cart contains your deepest desires. Then click the “Checkout” Button located in between the “My Wish List” button, and the “Log In/Out” button. Here you will either be prompted to create an account or input your billing information. Simply follow the onscreen instructions and click continue, then input your shipping information and method, followed by your payment info. Finally review your order and make sure you have everything you need, and click the “Place Order button”. Your order is now complete.
- Payment, Pricing & Promotions
- We accept Visa, Mastercard, American Express, Discover, and Paypal. Prices are subject to change without notice. All promotions are subject to change without notice, and are updated regularly so check back often!
- Viewing Orders
- To view order simply log into your account, by clicking the “Log In” button located in the upper right hand corner of the screen next to the shopping cart. After you log into your customer account, click the “My Account” button located at the top of the page. You will be brought to the dashboard where you can view your recent orders. To view your order simply click the “View Order” button adjacent to whichever order you wish to view. You will be brought to your order page where you can review the items you have ordered, the shipping information you input as well as the shipping method, and your payment method.
- Updating Account Information
- To update your account info simply Log into your account, and click the “My Acccount button located at the top of the page. You will be brought to your dashboard. From there click the “Account Information” button located on the left hand side of the page in the “My Account” container. From there you can edit your email and name. If you click the “Address Book” located beneath the “Account Information” button you will be able to update your contact information and address. You can view all of your account information from the dashboard.