Frequently Asked Questions

Ordering

How do I place an order?

Orders may be placed online, in our showrooms or by contacting one of our customer service representatives via email or phone:
e/ customerservice@visualcomfort.com
p/ 877.762.2323
View our showroom locations

When can I expect my order to arrive?

In-stock items will ship within 7 business days. Please refer to the tracking number on your invoice for up-to-date delivery information.

The estimated lead time for backordered items will be noted on your order confirmation. We recommend checking stock online or with a customer service representative prior to placing your order.

How do I place a custom order?

Customization options are available for a selection of our products. Our customer service representatives are at your service to discuss custom capabilities, provide quotes and estimate lead times. Please note: A typical customization lead time is 3-4 weeks from the product’s in-stock status, while overseas customization can have a lead time of 24-30 weeks. All custom orders are final sale and ineligible for return.

How do I cancel an order?

If you need to cancel all or part of your order, please contact us as soon as possible. Cancellations are not guaranteed until you receive an email confirming cancellation. Once an order has shipped, it may not be cancelled. If the order cannot be cancelled, please refer to our return policy.

How do I check my order status?

If you placed your order online, please sign in to view your order history. If you checked out as a guest, you may look up your order status here. If you placed your order via email or phone, please contact customer service to check the status of your order.

When can I expect to receive an invoice for my order?

Orders containing multiple items may ship separately. Once an item from your order has shipped, you will receive a paid receipt along with tracking information.

What methods of payment do you accept?

Payment by credit card is required for all online orders. We accept all major credit cards. Visual Comfort & Co. will charge your card as soon as your order is on its way. Orders consisting of multiple items may ship separately, in which case you can expect to see multiple transactions as each shipment leaves our facility. Payment by check will be accepted for orders placed with our customer service representatives. Please note: orders paid by check will not be processed until the check is received. Please be sure to note your quote number in the memo line on the check or envelope prior to mailing.

Does Visual Comfort & Co. price match?

We are committed to offering you our best price 365 days a year. Should you find an identical product offered for a lower price by another authorized dealer, simply send us a copy of your quote or link to the website for review and we’ll match it!

International

Do you ship to my country?

Yes! Please contact our international sales representatives or call +1.912.662.7864 (Canada 877.762.2323) and we will gladly estimate shipping cost prior to purchase.

Once I've placed my order, when can I expect my card to be charged?

Visual Comfort & Co. will charge your credit card when your product leaves our U.S. shipping facility. If your order consists of multiple items, it may ship out in separate packages. In this case, you can expect to see multiple transactions as you are charged when each shipment leaves our facility.

Are there any additional costs that will be due upon receipt of my order?

Once shipping is estimated, you will be billed duties and taxes separately and directly from the courier.

What are my shipping options?

FedEx Ground is our primary method of shipping; however, you may use your own courier for transit. Should you have a preferred freight forwarder or consolidator, please notify us of their U.S. address. We do not charge for standard shipping within the continental U.S. We will be glad to provide the package dimensions so, that you can get additional quotes, if you wish.

Can I expedite my shipping?

We will be glad to provide an estimate for expedited shipping charges including transit times.

How much duty and taxes are charged?

Duty (or customs tariffs) is set by the destination country's customs authorities and is based on a combination of the country of origin or manufacturing of the goods being purchased, and the classification of that merchandise in accordance with a harmonized system adopted and used by each country. Value Added Tax (VAT) rates are set by the destination country. You can contact your country’s local customs department to estimate these fees.

Who can I contact if I have questions regarding my order?

Please contact us at international@visualcomfort.com or +1.912.662.7880 (Canada 877.762.2323) and we will be happy to assist you with any questions regarding your international order.

Will the fixtures work on my country’s voltage?

Visual Comfort & Co. offers many items wired for your voltage. If needed, we can customize the fixture to your voltage standard for an additional fee. Customization will extend your lead time by approximately 4 weeks.

Will I need a broker to import the product in my country?

If your shipment is in transit with a small package courier (such as FedEx or UPS), they will contact you regarding a broker and duties and taxes. These fees will be due upon arrival.

For larger freight shipments, a broker will be needed and we can recommend one, if necessary. If you have a broker of choice, please notify us during the ordering process and we will include their information on the shipping documents.

Commercial & Contract

Are your fixtures UL listed?

Most of the lights on our website are UL listed. If your installation requires UL listing, please contact a sales representative for verification.

Do you accommodate large commercial projects?

Yes, we can accommodate large commercial projects. Projects requiring 50 or more of an item will enjoy our contract pricing structure. Contact your sales representative or call 877.762.2323 to speak to a representative about our value engineering options.

Do your fixtures meet ADA requirements?

We have many fixtures that meet ADA requirements. Contact us to confirm fixture compliancy.

Open Box

What is Open Box?

An item which has previously been shipped and returned, and is now available.

All items go through a rigorous inspection and recertification and are “As-New” with the exception of the packaging.

Is Open Box inventory “used”?

Open Box Inventory is unused and is thoroughly inspected to ensure it is as new as any new item we ship.

We sell items which show any signs of wear through our outlet center in Houston.

Is Open Box inventory defective?

No. Items returned with defect are never returned to stock.

Does Open Box inventory have a warranty?

Yes. It has the same warranty as any other item.

Can Open Box items be returned?

Open Box items are considered a final sale and cannot be returned, with only the following exceptions:

An item has a verifiable defect and is covered under manufacturer’s warranty.
The item was damaged in transit.
To return items meeting the criteria, above, a claim must be filed with our Customer Service Department.

Finishes & Materials

How are your fixtures made?

All Visual Comfort & Co. products are made by hand. Every component has been individually finished by master craftsmen, therefore small variations between fixtures is to be expected. These are not defects but evidence that each piece is a crafted work of art.

Will the appearance of my fixtures change over time?

Many of our pieces are made from live materials which will richly patina over time. Please contact us with questions about our finishes and materials.

Care & Cleaning

How do I clean my light fixtures?

Clean all our products with a soft, dry cloth only. Do not use scouring agents, abrasive sponges, hydrochloric acid, vinegar (acetic acid) cleaners, ammonia or metal silicates.

Mercury Glass: Clean with a feather duster. Wiping with a cloth or cleaning solvents may remove antiquing.

How do I polish my light fixtures?

When polishing is necessary we recommend the following:

Simichrome Polish for Chrome and Polished Nickel
Goddard’s brand polishing cloths for Polished Silver
Bri-Wax to refresh and protect our Bronze and Gun Metal finishes
Brasso will remove any existing patina and brighten our Natural Brass, Hand-Rubbed Antique Brass and Antique Burnished Brass finishes.
Our Soft Silver and Soft Brass finishes should not be treated. Clean with a soft, dry cloth only.