FAQ

FAQ Topics:

Contact
Ordering
Shipping
Payment
Returns
Damages/Defectives
Policies
Will Call
Buy Today, Ship Tomorrow
Volume Discount

Contact:

What are the ways that I can contact LBCCommercial.com?

We offer three convenient ways for you to contact us through email, phone or LiveChat. You can call us at 626-279-2658 or email customerservice@lbccommercial.com. You can also click on the "Live Help" icon located at the top right hand corner of our webpage to chat with our customer service representative. Icon should be green if an agent is available for chat usually between 8:30 AM – 5:00 PM PST Mondays through Fridays.
What information do I need to provide LBCCommercial when I call, chat or email?

Along with your contact information, please have your Order Number ready if you are calling in regards to an existing or previous order. If you are calling about a product, please have the model # or sku# ready.
How do I sign up to receive special offers, coupons and exclusive promotions?

On our www.LBCCommercial.com website, you can scroll down to "Sign up for Specials" and submit your email address which will sign you up to receive the latest information on new products, special offers and savings opportunities.
Does LBCCommercial offer technical support or advice?

You can view our "Ask Experts" page to see answers to commonly asked questions. You can also view our How-To-Videos for installation instructions on various lighting systems. For specific product-related questions, you can contact us here.
Do you have any affiliated sites?

Yes we do. For decorative and residential lighting, please visit our website at www.LBClighting.com.
Can I track you on social media sites?

LBCCommercial is currently on Facebook and Twitter. To "like" us or be a "friend" on Facebook, please click here. If you want to follow us on Twitter, please click here.
Does LBCCommercial offer a paper catalog?

We currently do not have a paper catalog. All of our items can be viewed on our website at www.LBCCommercial.com

Ordering:

How long does it take to process an order?

Most orders are processed within 24 to 48 hours. Some items may require a longer processing time so please refer to product page for specific lead times.
How do I keep track of my order's progress once it has been submitted?

You can check the status of your order by clicking on Track Order located at the top right hand corner of our webpage. Please have your Order Number and Email Address ready.
How do I place an order on LBCCommercial.com?

Just place the quantity of each item that you want to purchase into the Shopping Cart and click on "Proceed to Checkout" where you can check out as a Guest or Register with us for future convenience. If you have already registered, you can log in using your account. Once you are done checking out, you will receive an Order confirmation number and an email with your invoice. If you have not received your email invoice within 24 hours, please email customerservice@lbccommercial.com or call 626-279-2658.
What payment methods does LBCCommercial accept?

We accept Visa, Mastercard, Discover and American Express as forms of payment.
Is the LBCCommercial website secure? What security features are in place to safeguard my information?

Our website's bunker security system is armed with a Hacker Safe System to monitor activity and prevent any unauthorized disclosure of credit card numbers or other personal information. In addition, we utilize a licensed system for credit card authorization and fraud detection. We use industry standard SSL (Secure Sockets Layer) encryption to protect the confidentiality of your personal information.
What should I do if I have placed a duplicate order by mistake?

Please email customerservice@lbccommercial.com or call 626-279-2658 to report the duplicate order. You will then receive an email confirming the cancellation of the duplicate order.
How do I check the status of my order?

You can check the status of your order by clicking on Track Order located at the top right hand corner of our webpage. Please have your Order Number and Email Address ready.
Does LBCCommercial offer a paper catalog?

We currently do not have a paper catalog. All of our items can be viewed on our website at www.LBCCommercial.com.
What happens when an item I want is on backorder?

We try to confirm all stock availability before charging your credit card. If an item is on backorder, you will be notified via email or phone as to whether you want to proceed or to choose another item. Your order will not be charged until we receive your response. If you agree to proceed with the backorder item(s), your card will be charged prior to processing to ensure that you are in queue for the item.

Due to unforeseen circumstances, items may become backordered after we charge your card. In those cases, we will notify you immediately if you wish to proceed, choose another item, or get a refund.
How do I redeem my coupon code?

When you are ready to check out, please input the coupon code under "Discount Codes" and click on "Apply Coupon." Your savings should be reflected automatically.
What can I do if I have trouble with my shopping cart?

You can call 626-279-2658 and a customer service rep can assist you with order placement or email customerservice@lbccommercial.com.
Do I have to register in order to place an order?

We recommend registering but it is not required to place an order. When proceeding to the Checkout, simply click on "Checkout as Guest" and you will be able to place an order. Once order has been placed, you will be directed to a Thank You page which will show you the Order Number. You should also receive a copy of the invoice via email. If you have not received your invoice within 24 hours, please call 626-279-2658 or email customerservice@lbccommercial.com
I want to order a lighting system but I am not sure what components to get, what can I do?

Please contact our Customer Service department here and we can assist you with configuring the components to your system and answer any questions that you may have.
How do I know my order was submitted successfully?

After submitting your order, you will be directed to a Thank You page which will show you the Order Number. You should also receive a copy of the invoice via email. If you have not received your invoice within 24 hours, please call 626-279-2658 or email customerservice@lbccommercial.com
Can I reactivate an order that has been voided or cancelled?

We're sorry but our system is unable to reinstate cancelled/voided orders. Please re-order the items online.
Can I change my order once it has been submitted?

Please call 626-279-2658 or customerservice@lbccommercial.com and we will try our best to accommodate your request. Please note that we can only make cancellations or changes to orders that have NOT been shipped.
Does LBCCommercial charge sales tax?

Sales tax is only charged for orders delivered to California addresses. Actual tax rate will depend on delivery location.
Can I exchange an item?

We do not offer exchanges because we cannot guarantee the availability of the fixture you want at the time of exchange. Therefore, please place an order for the new item and request a Return Authorization Number (RAN) for the item you want to return by email customerservice@lbccommercial.com or calling 626-279-2658.

Shipping:

What are my shipping options?

Unless specified, most orders ship via ground through UPS, Fedex or freight truck depending on the items ordered. We also offer expedited (overnight, 2-day, and 3-day) shipping on select items at additional charge. To check shipping rates, you can click on "Get a Quote" under "Estimate Shipping and Tax" when you view your Shopping Cart. You can also contact us >here to get a freight quote.

If you are in the Southern California (zip codes 90000 to 94999), we also provide Same Day Delivery Mondays through Fridays via Modern Express for select items that we stock at our local facility. For more information, please view our Shipping Policy.

We do not offer weekend deliveries at this time.
What is the difference between "Signature" and "No Signature"

If you choose the "Signature" option, Fedex or UPS will require Adult Signature (18 or over) before delivery. If they are unable to obtain an adult signature, they will generally make two more attempts. Once the third attempt has been made, you will have to make arrangements with UPS/FEDEX to pick up the package.

If you choose "No Signature," UPS/Fedex driver reserves the right to deliver packages without signature or acknowledgement. You will assume full responsibility and release LBCCommercial.com from any lost package claim.

Please note that once items have been shipped, we are unable to change your signature request option.
How long will it take for my order to be delivered?

Delivery will depend on availability, processing time and shipping transit time. If in stock, most orders take 24-48 hours to process before being shipped. Some items may take longer so please refer to product page for specific lead times. Unless expedited, all orders ship via ground so please allow up to 5 business days for transit time depending on your location.
What do you charge for shipping?

To check shipping rates, you can click on "Get a Quote" under "Estimate Shipping and Tax" when you view your Shopping Cart. You can also contact us here to get a freight quote. Please provide the items (sku# or model #) and quantity you wish to order.
Does LBCCommercial charge sales tax?

Sales tax is only charged for orders delivered to California addresses. Actual tax rate will depend on delivery location.
How do I keep track of my order?

You will receive the tracking number via email or you can click on Track Order located at the top right hand corner of our webpage. Please have your Order Number and Email Address ready. If you have not received any tracking notice within 7 business days, please contact us at customerservice@lbccommercial.com or call 626-279-2658 to ask for your tracking number.
When will my order ship?

Most orders are processed and shipped within 24 to 48 hours. Some items may require a longer processing time so please refer to product page for specific lead times.
Do you ship internationally?

We do not offer shipment outside of the 48 continental United States at this time.
What should I do if an item is missing from my order?

In some cases, your order may be split into different packages. Please check your tracking number to ensure all boxes have been delivered. If you still have not received all items, please call 626-279-2658 or email customerservice@lbccommercial.com within 7 days of original receipt so we can check the status and process a replacement request if necessary.
What should I do if the box is damaged when delivery is attempted?

Please refuse package and notify us immediately at customerservice@lbccommercial.com or call 626-279-2658 so we can process a replacement request for you.
Does LBCCommercial deliver on the weekends?

We do not offer weekend deliveries at this time.
Does LBCCommercial ship to PO Boxes?

We are sorry that we are currently unable to ship to PO Boxes. Please provide valid residential or business addresses. We may contact you to verify addresses to ensure a prompt delivery.
Do you offer Jobsite delivery?

We gladly offer jobsite deliveries for large order deliveries upon request. Our jobsite delivery service includes:
- Palletizing of all items. This helps to ensure that your order is delivered securely.
- Labeling of cartons for identification. For example, Type A, Type C, or "Dining Area Wall Sconce," etc.
- Call Before Delivery Notification. This is to ensure that someone will be present at the jobsite to receive the delivery. (Applies to deliveries made by regular freight carriers only. UPS or Fedex are unable to call before deliveries).
- Please note that freight carriers can only deliver to 1st Floor or Ground level locations only. Hand unloading, inside deliveries, deliveries made to basements or 2nd floor and above, are all extra services that will incur additional costs.
- Requests for lift gates, pallet jacks and other special unloading equipment are optional, and will incur additional costs.
Please contact customerservice@lbccommercial.com for help in ensuring a prompt and safe delivery of your jobsite deliveries.
What do I do if I need to expedite an order?

When Checking Out, please choose the shipping option you would like. We currently offer Next Day Air, 2nd Day Air and 3-day Select. You can also call us at 626-279-2658 or email customerservice@lbccommercial.com with the items (model# or sku#), quantity and preferred delivery date and we can calculate the freight quote for you.

Please note that all items are subject to availability and processing time. If we are unable to ship out to meet your requested delivery date, we will notify you immediately so other options can be discussed.
Does my expedited shipping option (Next Day Air, 2nd Day Air) ensure my order will be shipped out the same day it is placed?

Unfortunately it does not. Most items have a 24-48 hour processing lead time, regardless of the shipping option selected. If you chose expedited shipping, we do our best to ship out the orders the same day they are placed but we can never guarantee same day shipping on any order. Processing time is not included in your shipping option, so an order shipped using next day air will arrive in one business day from the day it is shipped.

If you choose expedited shipping and we are unable to ship out same day, we will notify you via email or phone so other options can be discussed.
Can I expedite my order after it has been shipped?

No. Once order has been shipped, we are unable to change the shipping option.
Can I have a package re-routed to a different address?

If you had put in a wrong address or would like to re-route your package to a different address, please contact customerservice@lbccommercial.com or call 626-279-2658 immediately and we will try to accommodate your request. Please note that re-routing the package may incur additional charge.
Can I change my "Signature Required" to "No Signature required" or vice versa after order has been shipped?

No. Once items have been shipped, we are unable to change your signature option. You will have to contact the carrier (Fedex, USPS, UPS, etc) directly to make arrangements.

Payment:

How can I pay for my LBCCommercial purchase?

We accept all major credit cards (Visa, Mastercard, Discover and American Express) as forms of payment.
If an item is on backorder, when is my credit card charged?

We try to confirm all stock availability before charging your credit card. If an item is on backorder, you will be notified via email or phone as to whether you want to proceed or to choose another item. Your order will not be charged until we receive your response. If you agree to proceed with a backorder item, your card will be charged prior to processing to ensure that you are in queue for the item.

Due to unforeseen circumstances, items may become backordered after we charge your card. In those cases, we will notify you immediately if you wish to proceed, choose another item, or get a refund.
Is the LBCCommercial website secure? What security features are in place to safeguard my information?

Our website's bunker security system is armed with a Hacker Safe System to monitor activity and prevent any unauthorized disclosure of credit card numbers or other personal information. In addition, we utilize a licensed system for credit card authorization and fraud detection. We use industry standard SSL (Secure Sockets Layer) encryption to protect the confidentiality of your personal information.
Does LBCCommercial charge sales tax?

We only charge sales tax for orders shipped to California address. Actual tax rate will depend on delivery location.
I have a reseller's permit in California. How do I implement the permit with LBCCommercial?

Please download and fill out the Reseller's Permit form by clicking here and include a copy of your resellers permit. You can then submit the forms to us at customerservice@lbccommercial.com or fax it to us at 626-279-2847. Once we verify your reseller status, you will receive an email confirmation.
May I pay using check or money order?

We do not accept check or money order payments at this time. We accept Visa, Mastercard, Discover and American Express as forms of payment
Can I pay for my order in installments?

We do not offer installment payments at this time. All orders are charged in full to initiate order processing.

Returns:

What is LBCCommercial's return procedure?

For full Return procedure, please click here.
How long does it take for LBCCommercial to process a Return request?

Return processing time may vary depending on the product and reason for return but general processing time is 2-5 business days once the return has been received and it has met the following criteria:
- Return with RAN number clearly identified on shipping label or package
- Return with all parts such as hardware, light bulbs (if included), labels and instruction manuals
- No physical damage caused by customer or by carrier
Is it mandatory to have a RAN to return a product to LBCCommercial?

Yes. You must obtain a Return Authorization Number (RAN) within the applicable Return Policy period. LBCCommercial will not accept returns without prior authorization and a RAN. Once issued, you will have 15 business days to ship the items back to our warehouse. RANs will not be extended or reissued and are only valid for the items listed. Please make sure RAN number is clearly displayed on the return package.
How do I get a Return Authorization Number (RAN)?

Please make sure your Returns meet the following conditions before requesting a RAN
- The items have not been used, installed or modified
- Items are in original boxes with all parts such as hardware, light bulbs (if included), labels, and instruction manuals
- All custom-made, made-to-order, special order or items marked as final sale cannot be cancelled, exchanged or returned
If your Return meets the above criteria, please contact Customer Service here with your request. Along with your contact information, please have your Order #, item you wish to return (model # or sku#) and quantity ready.
What address should I send my Return to?

Please ship the item(s) to the following address and make sure the RAN is clearly displayed on the packages.

LBCCommercial
Attn: Internet Returns Team
1762 Tyler Avenue
South El Monte, CA 91733
How do I check the status of my return?

Returns are generally processed within 2-5 business days of receipt. You will receive an email confirmation once refund has been issued. If you have not received a confirmation email within 10 days of our receipt of the item, please contact us here.
How long does it take for the refund to appear on my credit/debit card?

You will receive an email confirmation once refund has been issued. Please allow 1 to 2 billing cycles for the refund to be reflected on your statement, depending on your credit card company.
How much do you charge for restocking?

Restocking charges will vary depending on the brand/items ordered but are generally between 25% to 40%. For a full list of the restocking charges, please click here.
Why did I get charged a restocking fee?

Restocking fees may be applied for a number of reasons such as request for the return was made after 15 days but before 30 days of receipt or fixtures were received after 15 days of RAN issuance. If you have a question regarding the restocking fee, please contact us here.
Do I get a pre-paid return label for my Return?

No. You will be responsible for paying the return shipping to LBCCommercial. You may use whichever carrier you prefer (Fedex, UPS, USPS, etc.) but for your protection, we recommend that you use a traceable and insurable form of mailing for shipment. Please submit all tracking numbers to customerservice@lbccommercial.com so we can ensure a prompt refund.
Where do I go to send the Return?

Since you are responsible for the cost of returning the items, you may use whichever carrier you prefer (Fedex, UPS, USPS, etc) but for your protection, we recommend that you use a traceable and insurable form of mailing for shipment.
Can I get a store credit instead of a refund?

We do not offer store credit at this time. Refunds will be issued on the original credit card used to place the order. Please allow 1 or 2 billing cycles for the transaction to be reflected on your statement, depending on your credit card company.
My Return was lost in transit. What do I do?

LBCCommercial is not responsible for any items lost or damaged in transit and no credit will be issued for those items. It will be your responsibility to file any claims with the carrier.

Damages/Defectives:

What do I do if the fixture I received is damaged?

If you received a damaged fixture, please call 626-279-2658 or email customerservice@lbccommercial.com to request a replacement within 15 days of receipt. If you do not notify us within the allotted time, it may negate your claim for a free replacement. Damaged claims are usually processed within 2-5 business days and we will email you the tracking information for the replacement fixture once it has shipped.

Meanwhile, please hold onto the damaged fixture until further instruction because in some cases, the manufacturer may call tag it back.
What do I do if the fixture I have is defective?

If you receive a defective fixture, please call 626-279-2658 or email customerservice@lbccommercial.com to request a replacement within 15 days of receipt. Defective items reported after 15 days of receipt will be subject to manufacturer warranty. A Technical Service representative may contact you to help troubleshoot the problem. If the item has been deemed defective and in need of a replacement, the claim will generally be processed within 2-5 business days. We will email you the tracking information for the replacement fixture once it has been shipped.

Meanwhile, please hold onto the defective fixture until further instruction because in some cases, the manufacturer may call tag it back.
Do I have to ship the damage or defective fixture back?

In some cases, the manufacturer may request the return of the damage/defective item so please hold onto it until further instructions. If a return is required, a call tag or mailing label will be issued and if you are not available at the time attempts are made by the carrier to retrieve the items, you will be responsible for shipping the items back to us within 15 days.

If you do not return the item back to us, you will be charged for the damaged/defective and the replacement part. In addition, defective items found to be in working condition may be subject the Return Policy and you will be charged for the replacement part.
How long will it take to get the replacement fixture?

All replacements are subject to availability and standard lead time. Items are shipped via ground and LBCLighting is not responsible for expedited shipping on any replacement parts.
Can I expedite the shipping on my replacement fixture?

Yes, but there will be additional freight charge. Please contact customerservice@lbccommercial.com or call 626-279-2658 to get a freight quote. All items are subject to availability and standard lead time. If not expedited, all replacements ship via ground.
Do I have to submit an image with my replacement claim?

Most damage or defective claims do not require you to submit an image but you may be asked so that we can ensure you get the correct replacement parts.
What should I do if an item is missing from my order?

In some cases, your order may be split into different packages. Please check your tracking number to ensure all boxes have been delivered. If you still have not received all items or are missing components, please call 626-279-2658 or email customerservice@lbccommercial.com within 7 days of original receipt so we can check the status and process a replacement request if necessary.

Policies:

Will Call:

What is LBCCommercial's Will Call service?

This is a free service that allows you to pick up your order instead of having it shipped to you. Currently, this service is only available Monday through Friday for in-stock items at our South El Monte warehouse.
How do I request Will Call?

Please contact customerservice@lbccommercial.com or call 626-279-2658 and include the items (sku # or model #), quantity and the preferred time and date of pick-up. If items are in stock in our warehouse, we will contact you to place the order and will provide you the Confirmation Pick-up Number when items are ready for pick -up.
Where do I pick up my Will Call order?

You can pick up your Will Call Order at our warehouse between 9:00 AM – 4:30 PM PST Mondays through Fridays at the following address. Please remember to bring your Confirmation Pick-Up Number. 1762 Tyler Avenue South El Monte, CA 91733
What items qualify for Will Call?

Only items that are currently in stock at our South El Monte warehouse qualify for Will Call. To check if the item you want is in stock, please email customerservice@lbccommercial.com or call 626-279-2658.
When will my order be ready for pick-up

We will send you a confirmation email with the Pick-Up Confirmation Number once your order has been processed and ready for pick up. Generally, if an order is placed and verified between 8:30 AM and 3:00 PM, it will be available for pick-up the same day. Your pick up time will depend on the order verification process and product availability. If you have not received the confirmation email within 1-2 business days, please contact us at 626-279-2658 or customerservice@lbccommercial.com
Can I pay for order at the Will Call location?

You may not pay for an order at the Will Call location. You must complete your payment online.
Can I assign someone to pick up my order for me?

Please email customerservice@lbcccomercial.com or call 626-279-2658 with the name of the person that you wish to pick up the order for you. The designated pick-up person must bring the Pick-Up Confirmation Number and a photo ID in order to pick up items. We will not release your order unless the pick up person's photo ID matches the name you provided
What are the Will Call service hours?

Will call is available Monday through Friday 9:00 AM to 4:30 PM PST at our South El Monte warehouse.

Buy Today, Ship Today:

What is your "Buy Today, Ship Today" (BTST) program?

If you purchase an item by 2:00 PM PST that is in stock and part of our BTST program, it will ship the same day via ground. For full list, please click here Program Details:
- The "Buy Today, Ship Today" program only applies to select brands offered on our "Buy Today, Ship Today" products page. Offer does not apply to any other items on the LBCCommercial website.
- Orders are subject to product availability at time of order placement. LBCCommercial cannot guarantee the availability of all items in all quantities at time of purchase.
- Expedited shipping offered for all "Buy Today, Ship Today" items at additional freight charge.
- Orders placed before 2:00PM PST, will ship out same day. Any order received after 2:00PM PST will be processed and shipped out the following business day.
- If you decide to return an item or items to us, you must request a Return Authorization Number (RAN) within 15 calendar days of the date when you received your purchase to ensure a refund. Please see our Return Policy for further details.
Can I expedite a BTST order?

Expedited shipping is offered at additional freight charge. Please call 626-279-2658 or email customerservice@lbccommercial.com to get a freight quote.
How do BTST items ship?

Unless expedited, all BTST items ship ground via UPS, USPS, Fedex or freight truck depending on the specific item ordered.

Volume Discount:

What qualifies as a volume discount?

Items that qualify for volume discount will have tier pricing indicated on the product page. For specified jobs or to request a quote, please contact us here.
How do I request volume discount pricing?

You can contact us here to request for a quote or pricing for specified jobs. Please include the items (sku# or model#) and quantity that you wish to purchase.
I was offered a discount but how do I apply it to my order?

If your order was approved for a discount, a customer service representative will email you a coupon code that you can apply to your order when you Checkout. Please input the coupon code under "Discount Codes" and click on "Apply Coupon." Your savings should be reflected automatically. You can also call 626-279-2658 and we can assist you with order placement.