Frequently Asked Questions
Do you have a question regarding lightondecor.com? We're happy to help. We can only answer questions directly related to shop.tbs.com. For any information about TBS, please visit www.lightondecor.com. To find a quick answer to your question, read through our FAQs below.
About My Order
- Can I send my order to a P.O. Box address?
- How long does it take my order to arrive?
- What qualifies as a "business day?"
- Although I selected 2-day or next day shipping, I didn't receive my package on Saturday or Sunday as I expected. Why?
- Can I cancel or make changes to the items in my order?
Payment & Billing
About My Order
Q: Can I send my order to a P.O. Box address?
A: We cannot deliver to P.O. Box addresses except military addresses (APO/FPO).
Q: How long does it take my order to arrive?
A: Most orders are shipped within two business days. Some items will take longer to ship, and this will always be noted on the item's page. You will receive an e-mail with a tracking number the morning after your package ships.
Q: What qualifies as a "business day?"
A: Our business days are Monday through Friday, excluding U.S. holidays. Shipments are not delivered on Saturday or Sunday.
Q: Although I selected 2-day or next day shipping, I didn't receive my package on Saturday or Sunday as I expected. Why?
A: Shipments are not delivered on Saturday or Sunday. We do our best to ship all in stock orders placed by 1pm Eastern Time (ET) the same day we receive them. However, we ask to allow one full business day for your order to be processed by our warehouse. Also, please note that our carriers deliver on business days, Monday through Friday, not including U.S. holidays, Saturday or Sunday. Please take this into consideration when placing your order.
Q: Can I cancel or make changes to the items in my order?
A: Since we strive to ship your orders as quickly as possible, we can only cancel or change orders that are on backorder or pre-order status and haven't been prepared by our warehouse for shipment. If you change your mind about an order and we are unable to cancel it for you, you can either refuse the package upon delivery attempt, or return the package to our warehouse. Please contact us to request the cancellation of a backorder or pre-order item.
Payment & Billing
Q: How secure is my order?
A: We use the latest SSL encryption methods ensuring that your credit card information is transmitted to us in a safe and secure manner.
Q: May I order by phone?
A: Yes! You can place orders by calling 0086-15915896075
Q: What forms of payment are accepted?
A: We accept Visa, Mastercard, American Express, and Discover. Money orders, personal checks or company checks are NOT accepted.
Q: When will my credit card be charged?
A: Your card is not charged until your order ships. When you place an order with us, your card is authorized (but not charged) for the amount of the purchase. You are not charged until your order actually leaves our warehouse. If you did pay with a debit card or check card, you may notice that the funds are held from your account for a few days and then released back to you if your order hasn't shipped. These funds are not transferred to us until your order ships, they are just held by the bank during this period.
Q: I don't have a credit card. Can I order by mail with a money order?
A: We apologize but money orders, personal checks, and company checks are NOT accepted.