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Welcome to Loadstone Studio

FAQ

ORDERING ONLINE

CAN I PLACE MY ORDER BY PHONE OR MAIL?

Unfortunately, we do not take orders over the phone or by mail at this time.

CAN I ADD, MODIFY, OR CANCEL MY ORDER?

We are unable to add, modify or cancel an order once it is submitted.

WHAT IF AN ITEM IS SOLD OUT?

Unfortunately, we do not restock most of our items. You may keep checking back on our website to see if we have restocked any items.

WHY DO I KEEP GETTING AN ERROR MESSAGE?

If you are receiving an error message there may be a problem with your credit card information, shipping or billing address. Please revise your information closely for typos or try reformatting your address, such as putting apartment numbers or unit numbers on the second address line, or noting what the apartment complex is called. If you are receiving an error message after reviewing all your information, make sure you are using the latest version of your web browser.

MY ORDER STATUS KEEPS SAYING “FAILED TRANSACTION”?

If you have received a FAILED transaction, that means you entered incorrect information. Please revise all your information before you hit submit again. If you are still receiving an error message after reviewing all your information, make sure you are using the latest version of your web browser. Once your transaction status says “approved” that means your transaction was authorized. If you are still having trouble please contact Customer Care.

ORDER STATUS

WHY WAS I CHARGED MORE THAN ONCE?

Your credit card should only be charged once after your order ships. If you placed an order, you will see a pending authorization on your bank account. Please only click the “Submit” button once to avoid multiple transactions.

HOW LONG DOES IT TAKE TO PROCESS AN ORDER?

Orders will ship within 2 business days of purchase. Shipping times vary due to

availability

of merchandise. We will contact you directly if your merchandise is on back order and notify when you can expect your package.

SHIPPINGHOW DO I KNOW WHEN MY ORDER HAS SHIPPED?

Once your order is shipped, you will receive a UPS tracking number so that you can track your order. If you have not received a tracking number within 48 hours after you receive your order confirmation, please email to Customer Care.

WHAT KIND OF SHIPPING METHODS DO YOU DO?

We only ship with UPS Ground and United States Postal Service.

CAN I SHIP OUTSIDE OF THE USA OR TO A P.O BOX?

Unfortunately, at this time, we are not able to ship outside of the USA. We do ship to P.O Box addresses.

HOW IS SALES TAX DETERMINED?

The sales tax rate is only applied to California residents.

RETURNS & EXCHANGES

WHAT IS YOUR RETURN POLICY?

Online purchase issues must be dealt strictly through the online store’s Customer Care. Returns must be within 30 days of purchase. Return shipping must be paid for at customer’s expense. Original shipping and handling fees are not refundable.

I RECEIVED AN ITEM THAT IS DEFECTIVE, DAMAGED OR WRONGLY SHIPPED, WILL I BE CHARGED FOR THE RETURN SHIPPING?

Items that are defective, damaged, or wrongly shipped qualify for free return shipping. Please e-mail to customer care for a return.

WHEN WILL I RECEIVE A REFUND FOR MY RETURN?

All refunds will be credited back to the original method of payment. Please allow up to 3-5 business days for us to process your refund.

PRODUCTS I AM INTERESTED IN BEING A VENDOR, WHO DO I CONTACT?

If you are a vendor interested in working with us, please contact our buying department at sales@etoplighting.com

If you have any questions, Please e-mail sales@etoplighting.com for eTopLighting customer support.