Common Questions
Please browse our FAQ’s section below, and if you still have questions, contact us directly.

FAQ’s 

Order 
1.    Is everything in stock?
2.    How do you warranty your products?
3.    How do I place my order?
4.    Do you accept Purchase Orders?
5.    Can I place an order by U.S. Mail?
6.    What kind of browser do I need in order to buy online from ModSage?

Payment       
7.    How do I know you received my online order?
8.    What forms of payment do you accept for online purchases?
9.    Do I have to pay sales tax?
10.  Are there any custom duties or sales tax for Canadian orders?

Shipping        
11.  What are my shipping fees?
12.  Do you ship overseas?
13.  How long will it take for my order to arrive?
14.  How can I track my order?
15.  What if my order arrives damaged?
         
Return/Exchange/Cancellation   
16.  What if I'm not satisfied with the product?
17.  Can I cancel or change my order?
18.  Do you charge a restocking fee?
19.  I returned a product, when will I receive the credit?

Other Questions    
20.  Is assembly required?
21.  The assembly instructions of my order are missing, what should I do?
22.  Who is the manufacturer of your products?
23.  Do you have a catalog that you can send to me?
24.  Can you send me a color sample?
25.  Are your products UL Listed?

Order: 

1. Is everything in stock?
Unless noted on our website, every item is in stock.  If we do not currently have stock on an item, it will be listed on the product page as "Backordered" and we can tell you approximately how long it will take to obtain that item once an order is placed. We cannot obtain most backordered items until an order is placed and paid for. Nevertheless, feel free to e-mail us to find out the approximate time it will take before the item is back in stock again.

2. How do you warranty your products?
To ensure a worry-free shopping experience for our customers, ModSage offers warranties for all of our lighting products purchased through our website. All lighting products under our brand name are guaranteed for up to 1 year from purchase date against defects in materials and electrical parts*. Even lamps produced by other manufacturers are offered a one-time 60-day warranty from the purchase date against defects in materials and electrical parts if the original manufacturer does not have, or has a shorter warranty policy*. Nevertheless, we do not cover warranties for light bulbs, or any products that are still under the original manufacturers' warranty period.

*To be covered under our warranty policy, all purchases have to be registered with ModSage within 30 days from the purchase date, or the warranty will be automatically voided. Warranties only cover products that are used under conditions recommended by ModSage. Our warranty policy does not cover normal wear and tear or the improper use of products. For all cases of warranty exchange or repair, customers are required to provide pictures and/or mail us the product(s) to be inspected or repaired.

Uncomfortable with Online Purchase?

By Phone/Fax/E-mail - Our customer service representatives are available to take your order at 1.877.603.7243 between 8 am and 7 pm PST, or you can fax or e-mail your order to us 24/7 by using our order form.

4. Do you accept Purchase Orders?
Purchase orders are only accepted from government agencies and fortune 500 companies for amounts over $1000.00. Approval from our accounting department may be required. Please contact us if you would like to pay by purchase order.

5. Can I place an order by U.S. Mail?
While we understand that our customers may not be comfortable with online purchases, to ensure that our customers' orders are processed promptly and that our shipping guarantee is fulfilled, we currently do not accept orders by U.S. Mail. Nevertheless, as alternatives, you can order our products by phone, fax, or e-mail.  Our customer service representatives are available to take your order at 1.877.603.7243 between 8 am and 7 pm PST, or you can fax or e-mail your order to us 24/7 by using our order form. However, please be assured that your online order is very safe.

6. What kind of browser do I need in order to buy online from ModSage?
To make purchases at ModSage.com, you must have an SSL-enabled browser like Microsoft Internet Explorer. We test our site on new versions of browsers and do our best to offer an optimal experience on the latest versions of all browsers & platforms. Our site is optimized for Microsoft Internet Explorer version 6.0.

Payment:   

7. How do I know you received my online order?
You will receive an email confirmation from us as soon as your order is received, and another confirmation when your order is shipped. If you don't receive your confirmation, you may inquire by email at customerservice@modsage.com. We can be reached at 1(877) 603-7243 if you don't have an email address.

8. What forms of payment do you accept for online purchases?
We accept the following credit cards: Visa, MasterCard, Discover and American Express.
In addition, we also accept Paypal, Google Checkout, Money Orders, Cashier Checks, eCheck and Direct Wiring Transfer. Please contact us if you would like to find out how to pay with these alternative methods.

9. Do I have to pay sales tax?
For U.S. orders, sales tax will only be applied to orders shipped to an address in the state of California. Shipments to addresses outside of California will not be charged sales tax.

10. Are there any custom duties or sales tax for Canadian orders?
When bringing in ModSage lamps from the United States, you may be charged three fees/taxes: 1) GST 2) PST and 3) Border/Custom Fees.

GST: 7% regardless of where in Canada you live.
PST: 0%-8% in most areas, depending on where in Canada you live.
Border Fees: $5.00 when the item is sent via USPS

These fees are based on the value of the item received. If the item is valued at less than $20.00 CND, none of these fees will apply.

Shipping:  

11. What are my shipping fees?
It is ModSage's mission to provide our customers with a clear & simple pricing system with no hidden fees. Customers can obtain shipping and handling fee estimates by: 1) adding the items they are interested in to the shopping cart, 2) click "View Cart" on the top right of the page and 3) type in the shipping address zipcode and press "Get Rates". If free shipping is offered for  products shipped within the U.S., to the 48 contiguous states, excluding Alaska, Hawaii, and Puerto Rico, shipping fees estimates can be requested through Customer Service. However, if an item is returned, original shipping and handling fees will not be reimbursed. To provide a transparent system for our customers, we also provide shipping and handling fees as a reference for our customers on our receipts.

*For products shipped to Alaska, Hawaii, Puerto Rico and Canada, you will be asked for your approval before your order is processed. Any duties, taxes, customs charges, brokerage fees, or other expenses of any kind that are owed by the customer and billed to the shipper will be invoiced and billed to the customer's credit card on file.

12. Do you ship overseas?
Sorry, we only sell to the USA and Canada.

13. How long will it take for my order to arrive?
In most cases, your order will arrive at your home or business in about 1 to 7 days from the time the order is placed, depending on the delivery location. Please note, however, that this is not guaranteed. We do guarantee that your items will ship within 2 business days, except for special orders or items that are backordered.  Once your order ships, we will forward you the tracking information through email.

14. How can I track my order?
Your order can be tracked online 24/7 by logging into your account. Click the ‘My Account’ link at the top or bottom of any ModSage.com page to login and view your orders and their current status.

15. What if my order arrives damaged?
If an item in your order arrives damaged, do not refuse delivery. Instead, inspect the contents of each package thoroughly and make note of the extent of the damage, preferably with the delivery person there. Write a note on the delivery invoice for each damaged item and then call our office or email us within 48 hours. (Please read our Return Policy for more information.)
     
Return/Exchange/Cancellation:

16. What if I'm not satisfied with the product?
We want you to love our products and have taken numerous measures to ensure that you will have a satisfactory shopping experience.  If you receive an item that you are not happy with for any reason, you may return it for a refund or exchange. To receive the refund/exchange, please contact us by phone or e-mail for a Return Authorization number within 30 days of purchase.  The product must be mailed back to us within 5 business days from the date that the Return Authorization Number was provided. You will be refunded the full purchase price of the item less 1) all shipping fees based on the actual shipping fee and 2) a restocking fee of 15%. As a courtesy, if you place a replacement order of equal or greater value, we will reduce the restocking fee to 10%.  Items marked “FINAL SALE" cannot be returned for refund or credit.

17. Can I cancel or change my order?
Yes, as long as the order has not been processed and shipped. However, we fill all orders very quickly, so once the order has been sent out to our warehouse for processing, it's too late. If you’d like to cancel or change your order, contact us ASAP, our representatives are here 24/7 to assist you. And of course, you are still entitled to our unconditional 30-day money back guarantee, which begins the day that we receive your order. For info on how to return or exchange products, please visit our Return Policy page.

If you refuse the item at the time of delivery, actual shipping charges will still apply for the delivery and return of the merchandise. There is also 20% restocking/cancellation/processing fee for orders that are refused at time of delivery that are not opened by the customer.

18. Do you charge a restocking fee?
It's our mission to provide our customers with the best products, services and privileges and we want you to love our products. Therefore, we do no charge any restocking fee if the product is returned in original resellable condition in its complete original packaging including instructions, and inserts. We cannot accept returns on products that have been customized. Please also note that actual shipping fees are not refundable. For more details, please visit our Return Policy page.

19. I returned a product, when will I receive the credit?
Once we receive your return in our warehouse, you will see a credit within one billing cycle. Please keep in mind that it can take up to 6 weeks for a return to be credited to your credit card. In the case of returns sent from APO/FPO addresses, the military handles the delivery, so we are unable to estimate the shipping time back to us. Usually, these returns take a little longer than normal, so please be patient.

If it's been over 6 weeks and you still haven't received a credit, please contact our Customer Care Team and we'll figure out what's causing the delay.
     
Other Questions:    

20. Is Assembly Required?
Depending on the product, assembly may be required. Assembly is usually very easy and requires tools that are typically found around the house, such as screwdrivers and wrenches. We provide our customers with an "Assembly Difficulty Index" on every product page.

21. The assembly instructions of my order are missing, what should I do?
Please contact our customer service team.

22. Who is the manufacturer of your products?
Some of ModSage's products are purchased from major manufacturers throughout the country, while some are products under our own brand. We have agreements with our manufacturers stating that we will not divulge their names or product ID's in exchange for allowing us to sell their items online for the low prices that we charge. However, when you receive the products, the vendors’ name will be visible on the box, as well as any warranty offered from the manufacturer.

23. Do you have a catalog that you can send to me?
Our web site serves as our full catalog. It contains all of the items that we sell. We do not have a traditional paper catalog available for distribution.

24. Can you send me a color sample?
Sorry, we don't have color samples to send out. Our color photos of the products we sell are true to color in that we never alter a color or try to enhance it. However, the settings on your monitor may affect the appearance a product’s color. If you absolutely, positively must have an exact match, we recommend that you shop at your local retailer. While you probably won't get a great price, at least you will be able to match your colors exactly. But please keep us in mind later, when color matching is not an issue.

25. Are your products UL Listed?
All of our products' electrical parts, from wires to sockets, are UL certified, while over 70% of our lamps are UL Listed.  If you have any questions on any of our products, please do not hesitate to contact us.