Shipping & Return Policy

Order Processing & Standard Shipping

Orders are generally shipped within 24 hours after your order is processed, Monday through Friday. Orders placed on weekends are processed on the following Monday.

Most standard shipments typically arrive within 3–5 business days after leaving our warehouse, depending on the destination and carrier performance.

Order & Shipping Timeline

Here is how your order moves from our warehouse to your door:



Step 1: Order Placed

You place your order through our website and receive an order confirmation email with your order details.


Step 2: Order Processed

During regular business hours (Monday–Friday), our team reviews, verifies, and prepares your order for shipment. This includes checking inventory, confirming details, and queuing your order for packing.


Step 3: Packed & Labeled

Your items are picked from inventory, packed securely, and a shipping label is created with the service level you selected at checkout (standard, expedited, etc.).


Step 4: Handed to Carrier

We deliver your package to UPS, FedEx, USPS, or another carrier before their published cutoff times for the selected service. At this point, the shipment is in the carrier’s possession.


Step 5: In Transit with Carrier

The carrier moves your order through their network and provides tracking updates. Transit time and delivery speed are now controlled by the carrier and may be affected by weather, volume, and logistics.


Step 6: Delivered

The carrier marks your package as delivered to the address provided at checkout. If there are any issues with delivery, please contact us and we can help review next steps.

Returns & Exchanges

You may return damaged* or defective merchandise within twenty-one (21) days of the original purchase date. All returns must be pre-authorized by an HLO Lighting representative.

To request return authorization, please contact us at cs@hlolighting.com.

  • Customers are responsible for all return shipping costs.
  • A 20% restocking fee applies to most returns.
  • Return shipping must be prepaid; we do not accept COD returns.
  • We will gladly exchange damaged-in-shipping* merchandise for comparable products of equal or lesser value, or provide store credit in lieu of an exchange.

*"Damaged" refers to products that can no longer perform their intended function (i.e. Bulbs do not illuminate, items are cracked from the shipping process, etc.).

Free Shipping

Free Shipping is available to all U.S. customers selecting our standard shipping option. When you choose free shipping, your order will ship free of charge, usually via a ground or economy service.

Our shipping methods may vary depending on the shipping location or the products being shipped, but generally include: First Class, Priority, Ground, and/or Express services.

Expedited Shipping

All expedited shipping services are paid for by the purchaser. "Free Shipping" applies only to standard ground or economy options and does not cover expedited services such as overnight, 2-day, or other premium upgrades.

Expedited Shipping Disclaimer

When a customer selects an expedited shipping method, HLO Lighting guarantees the following:

  • We will pack and fulfill the order promptly during regular business hours.
  • We will apply the expedited service level selected at checkout or a comparable service with the same delivery speed.
  • We will deliver the package to the correct carrier before their published cutoff times for that service.

Once a package has been accepted by the carrier, delivery speed and service performance become the carrier’s responsibility. Carriers may experience delays due to weather, operational issues, safety restrictions, peak-season volume, or other events outside our control. These carrier-related delays do not qualify for shipping-fee refunds from HLO Lighting.

Many carriers offer their own money-back guarantees on qualifying expedited services. If an expedited package arrives late due to a carrier error, HLO Lighting can assist you in gathering information to submit a claim directly with the carrier when applicable.

Carrier Delays & Late Deliveries FAQ

What happens if my expedited shipment arrives late?

If your shipment arrives later than the carrier’s estimated delivery date, but HLO Lighting tendered the package on time with the service you selected, the delay is considered a carrier issue. In these cases, we are unable to refund your expedited shipping charges directly. However, if the service you selected qualifies under a carrier money-back guarantee, we can help you with the information needed to open a claim with the carrier.

Are weather and natural disasters covered?

Typically, no. Most carriers exclude delays caused by severe weather, natural disasters, and other force majeure events from their on-time delivery guarantees. When delays are due to these conditions, neither carrier refunds nor HLO shipping refunds are usually available.

What if HLO Lighting ships my order late?

If we fail to process and hand off your expedited shipment within a reasonable processing window or miss the carrier’s cutoff time due to our error, we will review the situation and work with you to make it right. This may include refunding all or part of the shipping cost, at our discretion.

What if the carrier loses or severely damages my package?

If a package is lost or arrives with significant damage, please contact us as soon as possible at cs@hlolighting.com. We will help you initiate a claim with the carrier and review options for replacement items, store credit, or other resolutions as appropriate.

How can I track my order?

Once your order ships, you will receive a shipping confirmation email that includes your tracking number. You can use this tracking number on the carrier’s website to view the most up-to-date information about your shipment’s progress.

International Orders

International orders may be subject to additional shipping charges and/or customs fees. Customs duties and taxes are paid by the importer unless prior arrangements are made with HLO Lighting personnel.

We recommend that international customers review their country’s import policies and any potential fees prior to placing an order.