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info@marvellighting.com

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(317) 969-5337

info@marvellighting.com

Frequently Asked Questions

Can you help me find something not listed on the website?

Absolutely! Marvel Lighting has qualified professionals available to help you access what you need. We’d love to help you find the solutions for your lighting needs. Please call (317) 969-5337 during standard business hours (EST) Monday-Friday or complete the Contact Us form.

Quotes

If interested in a quote for a custom lighting project with Marvel Lighting, please call (317) 969-5337 to connect with an Account Manager.

What methods of payment does Marvel Lighting accept?

Credit card payments from Visa, MasterCard, Discover, and American Express are acceptable methods of payment. Payments by cashier’s check, money order, or personal check are also acceptable, providing the order is placed directly with an Account Manager. Please note an order paid with a personal check will be held until all funds are available resulting in an order processing delay of up to 3 weeks.

How do I know it’s safe to submit my credit card number?

Marvel Lighting takes our customers’ security seriously. Credit card payment is made in a secured area of our website. (A key, lock or chain may appear in the browser’s status bar to signify a secure area.) Personal information is encrypted and credit card numbers are not stored in our system. If preferred, personal information can also be submitted over the phone for order placement with an Account Manager at (317) 969-5337. You can view our Privacy and Security Policy here.

Credit Application

If interested in opening a line of credit with Marvel Lighting, please complete our Credit Application Form. Return the completed and signed form with references via fax to (317) 969-5337. An Account Manager will contact applicants within 1 to 2 business days.

Overview

All orders are fulfilled Monday through Friday, excluding federal holidays. Most orders take 3-5 business days to process after order confirmation. New arrivals, holiday seasons, and major sales are subject to longer processing times due to high volumes. Please allow up to five business days for orders to be processed during these peak times.

Shipping

Shipping costs are calculated at the time of purchase and determined by product weight and quantity. Heavy and/or bulky items require special attention and must be shipped separately. For these items, a large freight shipping rate will be charged.

All orders are shipped via FedEx. You will receive a confirmation email with tracking information when your order has shipped. Please note: it may take up to 48 hours for tracking status to be updated on the FedEx website.

Shipments must be received and inspected by the customer and not refused under any circumstances. If you are not satisfied with your order, please see the Returns/ Damages/ Warranties section below.

Local Area Pick-up

To better serve our local customers, Marvel Lighting offers Will Call for customer pick-up Monday through Friday from 7am to 6pm at our distribution center located at 2484 E 147th St, Carmel, IN 46033.

Will Call orders must be placed in advance with an Account Manager at (317) 969-5337 during normal business hours. Will Call orders should be available for customer pick up on the next business day following order processing.

Acceptable payment methods include credit card or on account-terms only, please. For specific lead time requirements and rush orders, please consult your Account Manager.

Express & Overnight

Express and Overnight Delivery orders placed after 10am EST will ship the following business day. Express and Overnight orders deliver Monday through Friday; Saturday and Sunday are not considered Service Days for Express and Overnight deliveries.

For questions regarding an express or overnight order, please call (317) 969-5337 during standard business hours (7am to 7pm EST Monday-Friday). Modifications to an express or overnight order must occur within one-hour of order placement.

Shipment on Customer-Provided Shipping Accounts

Customers may provide their own FedEx or UPS shipping account when placing orders through an Account Manager. Orders shipped on a customer-provided shipping account are subject to a $5 handling fee per order.

Alaska, Hawaii, and International Shipping

At this time we are not shipping any materials outside of the 48 contiguous United States.

P.O. Boxes

Physical shipping addresses are required for all deliveries.

How fast can Marvel Lighting deliver my order?

We ship from Carmel, Indiana, a central location which assures fast delivery across the country. Provided all products ordered are in stock, orders are typically delivered in 5 to 7 business days after processing. If a product is not in stock, lead times may vary by manufacturer. For more immediate delivery needs, please contact an Account Manager to confirm product availability and shipping method options.

How do I change my order?

You may change an order placed online before it has been processed for shipment. Please complete the Change Order Form so that we can confirm it is still changeable. We will provide an update by email or phone to let you know the status of your order change request. Order change requests left on voicemail will not be accepted.

Order Cancelations

If you wish to cancel your order, please contact an Account Manager or the Customer Service Department at (317) 969-5337 during standard business hours (7am to 7pm EST Monday-Friday). The order may be cancelled without penalty unless the product has already shipped or reached a certain level in the fulfillment process. Several items are Special Order or Made-To-Order, so in the event that the order has been processed and begun to be fulfilled, it may not be possible to cancel, or you may be charged a processing fee.

Wrong Orders

If the customer receives an incorrect product due to our shipping error or incorrect website information, replacements will be shipped at no additional charge to the customer, and a prepaid return shipping label will be provided for the original shipment.

Disclaimer

There may be shipping delays due to unforeseen and uncontrollable circumstances. Marvel Lighting cannot be held responsible for conditions beyond our control such as severe weather or carrier service interruptions.

Requests for replacement product or credit to your account for merchandise claimed shipped but not received are subject to our investigation. The customer is responsible for all costs related to incorrectly addressed orders.

For questions outside of our normal business hours, please use the Contact Us form. Customer Service will contact you within 24 hours.

What happens if my order is lost or damaged?

Marvel Lighting employs professional packers and shipping technicians experienced and trained in the shipment of glass. We take great pride in our very low incidence of breakage in transit. With all the precautions taken to ship products securely, it is rare that an order is lost or damaged. In the instance that loss or damage has occurred, our Customer Service Department is available to assist with a resolution. Please notify us of the damage within one week from date of receipt.

About Damages

If a damage is made in shipment, the package must be received and inspected by the customer and not refused under any circumstances. A photo may be required to file a claim with the carrier. As the shipper, Marvel Lighting will file the claim on the customer’s behalf and arrange for a refund or replacement upon assessment of the amount of actual damage.

30-Day Return Policy

Marvel Lighting strives to provide our customers with an excellent shopping experience. Our products are of the highest quality, and we want our customers to be satisfied with their purchase. If you are not satisfied with your product, you may request to return the merchandise for a refund or replacement within 30 days of the order or invoice date.

A request for return may be submitted online via the Return Merchandise Authorization (RMA) form or by contacting your Account Manager or the Customer Service Department at (317) 969-5337.

All returns must be pre-approved by Marvel Lighting and accompanied by a copy of the RMA form which will be provided upon approval. All returns must be in the original packaging and in as-new condition with the return shipping prepaid by the customer.

Marvel Lighting reserves the right to impose a restocking fee on all returns including, but not limited to, unauthorized and/or unusual returns. Additionally, many manufacturers will allow for returns, however, most impose a restocking fee, which is determined by the manufacturer and Marvel Lighting. Shipping costs are not refundable and shipping return costs to the manufacturer are factored in addition to any restocking fees.

Special Handling and Non-Warranted Items are not eligible for return. These include but are not limited to Made-To-Order (MTO) and Custom Orders. See below for details.

Manufacturer’s Warranties

Many products offered by Marvel Lighting include a manufacturer’s warranty. If available, this information is listed on the product webpage on the Specification Sheet within the Downloads section. Please note a manufacturer’s statement of Average Rated Life Hours does not imply a warranty.

Special Handling and Non-Warranted Products

Certain product categories carry no manufacturer’s warranty and are excluded from the Marvel Lighting 30-Day Return Policy. These products are generally excluded because they must be adapted, modified, or otherwise manipulated in order to be used as intended.

Please review the following information carefully prior to purchase:

Ballasts/Drivers

All of the ballasts sold by Marvel Lighting are first rate products. All ballasts are pre-tested and ready for customer application. Ballasts are rarely defective when they arrive to the end user’s location. Most ballasts reported as defective prove, in factory testing, to be faulty due to improper installation. WARNING: Wiring and installation procedures are very complicated and should be attempted by a licensed electrician only. Ballast installation poses serious risks of electric shock which can lead to injury or death.

All of our ballasts have their respective factory warranties stated on our website. Marvel Lighting will assist customers with these factory warranties in the following manner:

If a ballast is declared to be defective and is under warranty, the customer should contact the Account Manager or Customer Service to request a Return Merchandise Authorization (RMA). With an RMA, the customer may be asked to return the declared defective product for factory testing at the customer’s shipping expense. Upon factory confirmation that the ballast is defective, a credit will be issued to our customer for the returned defective ballast plus the shipping cost from the original ballast purchase. If a replacement is needed, it must be ordered and paid for as if it were a new order. (A credit for the defective ballast may take two to four weeks to be declared acceptable under warranty).

Fixtures

All fixtures are considered Special Order and are not eligible for return. Please allow an Account Manager to assist you in this kind of purchase to assure yourself that you are receiving the correct product.

Special Order, Discontinued & Non-Stock Items

Special orders, discontinued, and non-stock items are sold as final sale and are not eligible for return. Please allow an Account Manager to assist you in this kind of purchase to assure yourself that you are receiving the correct product for your application.

Stage & Studio Light Bulbs

Many stage and studio bulbs have Average Rated Life Hours significantly less than 30 days (such as 25-75 hours). Therefore, the Marvel Lighting 30 Day Return Policy may not apply to all stage and studio bulbs.

Replacement Limitations

After 30 days, the customer is responsible for the shipping cost of warranty replacement(s). If the total amount of the product for replacement due to damage or defect is less than $25, a refund will be issued to the customer as opposed to replacement(s). Shipping small, single item packages greatly increases the risks for damage during transit.

If a replacement is required on products that can only be shipped in case quantities (such as many fluorescent tubes), then a replacement order for a full case must be processed and charged, less the amount of the actual damage, with no additional shipping charges.

Refunds

Customer refund credits are typically processed within 5-7 business days. Refund credits can be issued only to the credit card used during the original purchase according to federal law. In the event a credit cannot be issued to the original card used for purchase due to lost card, etc., an attempt on our part has to be made at least once and before a company refund check will be sent to the purchaser. The company check process can delay the time taken to receive the refund.