Customer Service Support
How can I contact the Brightown team？
Yes it will be
What is the difference between Warranty Policy and Warranty Extension Policy?
Brightown product is warranted against defects in materials and workmanship and quality issues only under normal use and service for a period of 12 months from the date within ONE month of original purchase.（ Warranty extension to 15 months based on your Order ID/Number and warranty registration within ONE month you purcahsed it) .
If you meet the extension conditions, you can click below to fill in the extension information:
https://brightown.com/pages/warranty
And please be notified, All tungsten/ Incandescent products are exempt from this policy
How to get Extended Service date?
Brightown product is warranted against defects in materials and workmanship and quality issues only under normal use and service for a period of 12 months from the date within ONE month of original purchase.（ Warranty extension to 15 months based on your Order ID/Number and warranty registration within ONE month you purcahsed it) .
If you meet the extension conditions, you can click below to fill in the extension information:
https://brightown.com/pages/warranty
Do you guys provide customer support during weekends / holidays
Normally we don't provide support during weekends, except for urgent cases. In these cases, you only need to mark “Urgent” in your email, we will get back to you ASAP.
Things about Orders
Is my order number required when I have an order inquiry?
Yes. Our Customer Service Support Team requires your order details in order to assist you. Order numbers from brightown.com will start with 6 digits e.g. “ BTxxxx”.
What if my order was fulfilled by Amazon or other marketplace channels?
Please contact Amazon customer service by going to Amazon.com, and scroll down to click on “help,” “Need More Help,” “Contact Us.” You can email, phone, or live chat on Facebook. Please provide the Customer Service Representative a 17-digit number, xxx-xxxxxxx-xxxxxxx. For other marketplace channels like eBay.com, etc. please contact the respective Customer Service Representative with your order number so they can assist you.
How do I know my order went through?
An automatic order confirmation will be immediately sent to the email address on file. The message will include your order number, items ordered, shipping info, and payment method.
How can I change my order?
Unfortunately, we cannot change your item, invoice, billing, or shipping information once an order has been processed online. If needed, please contact us to cancel the order and place a new one at support@brightown.com or during business hours M - F at +1(888)550 1319.
How do I cancel my order?
If needed, please contact us to cancel the order and place a new one during business hours M - F at (888)-550-1319, or visit https://brightown.com/pages/contact or email support@brightown.com. Our Customer Service Support Team will be happy to assist you.
Can I place an order over the phone?
How do I return an order?
Please visit https://brightown.com/policies/refund-policy
What is the processing time for my order?
Orders are typically processed within 1-2 business days.
Can I pick up my order at your facility in Raleigh?
No, our warehouses are not zoned for retail business and are forbidden from allowing customers to walk in or pick up orders. Your order will be fulfilled and shipped from our facility directly to you.
Returns and Refunds
How do I return an order?
Contact us or email support@brightown.com
What is the return address?
Once my order has been refunded, how long will it take for my account to process the credit refund?
Allow approximately 5 - 7 business days. If you don’t see a refund after 7 business days have passed, please follow up with your financial institution.
How long do I have to return a product for a refund?
Thirty (30) calendar days from the actual shipping notification that the product was delivered to your shipping address.
I didn’t purchase my lights online but through a retail outlet. Can I return the product directly to you?
Unfortunately, we cannot help if you purchased your item through a third party reseller or wholesaler. Please return your product to the original place of purchase with your receipt for help.
What is your refund policy?
We will accept returns for REFUNDS within thirty (30) days of purchase OR thirty (30) days from date of delivery, whichever comes later. Refunds will be processed within 24 - 48 hours upon receipt of your returned item. Please note that we are unable to process a refund past 30 days unless the item is proven to be defective or the wrong item has been shipped. Our warranty program allows one (1) year for replacement of an item (or ninety [90] days for tempered glass screen protectors).
Once my order has been refunded, how long will it take for my account to process the credit refund?
Credits will be issued in the form of a refund to the credit/debit card or PayPal used for the original purchase. We are unable to apply refunds to expired or compromised credit cards. Please allow approximately 5 - 7 business days for processing. If you do not see your credit refund after 7 full business days, please follow up with your financial institution.
Shipping and Tracking
Can you expedite my order?
Once an order with standard shipping has been placed, we will not be able to expedite or overnight.
What shipping carriers do you use?
Amazon Logistics, DHL, USPS, FedEx, and UPS. Carrier choice is at our decision.
What is the standard shipping time within the US?
Typically 5 - 7 business days.
How long does it take for standard international delivery?
Due to circumstances beyond our control, please allow a minimum of 10-14 business days for international delivery.
What are the shipping costs outside the US?
Shipping costs outside the US depend on the country being shipped to. Select your country at checkout to see today's current rate.
Where do you ship the goods from?
Raleigh, NC 27609-0010, USA
How do I track my order?
The tracking number will be sent to the email address on your order with a DHL Global or USPS tracking number to track your shipment: https://www.17track.net/
