Orders FAQs

Order issues


Where is my order?

Orders placed by 12 PM PST Monday-Friday will ship the same day. Otherwise, it will ship on the next business day. Orders are processed 5 days a week, excluding weekends and holidays.

Orders with invalid addresses or issues capturing the payment will require additional processing time.

Once you place your order, we ensure the quality of your gear is top-notch and we pack your order to be shipped from our California warehouse. Once shipped, you will receive an email with your tracking information. You can check the status of your order by clicking on Track My Order.


My order status says "Unfulfilled." Did you receive my order?

Yes! Orders with an "Unfulfilled" status are currently being picked, quality checked, and prepared for shipment. Once your order has shipped, your order status will change to "Fulfilled." You will also receive a confirmation email with tracking information at this time.


How do I cancel my order or add/remove an item?

Once an order has been placed we are unable to add or remove items. You can contact our customer support team and request to have your order canceled so you can place a new order with the correct item(s).

To cancel your order, you must contact us at 1-855-362-9464 within 1 business hour of placing your order. We will make every effort to honor your cancellation request! If your order has already entered the shipping process, unfortunately, we are unable to grant your cancellation request.

Shoppers generally appreciate how quickly we process and pack orders. However, we understand this can be frustrating should you decide to cancel an order before it ships and are informed it's too late. Don't worry, you can use our online return system within 30 days of your order date and send it back to us. For more details, see our Return Policy


I forgot to use a discount code on my recent order

We completely understand how annoying it can be to place an order and then realize that you forgot to use your code during checkout. Don't worry, we have you covered! Please contact our team right away after placing your order so we can find a resolution for you!


What should I do if I received the wrong item(s)?

While very unlikely, in rare cases an incorrect item may be received by mistake. If you ever do receive the wrong item in your order, don't worry, we're happy to help make sure you receive the correct item(s) you paid for at no extra cost to you. Simply contact us and provide us with your order number and the item(s) you’re missing, and what was received by accident. We’ll make sure to get this resolved for you right away!


What should I do if my order has arrived and I am missing an item?

We completely understand how frustrating it can be to receive an order you have been waiting for, only to find one of your items is missing from the package. Our team at EmazingLights is dedicated to making sure that you receive everything purchased. Please follow the instructions listed below to see if we can figure out why your item may be missing.

First, check your email to see if we have tried to contact you for an out of stock item on your order. If you are still unsure why your item is missing after following the above steps, please contact our team with the following information to have your problem resolved right away!

  • Order Number
  • Missing Item
  • Did the package appear to be damaged or tampered with? (Please include a photo if available)

FAQs


An item I purchased is on sale now. Will you honor the sale price?

We cannot honor sale prices on orders placed before or after the active sale dates. All sales are time-sensitive and strictly subject to this policy. If you have any questions regarding your order, you may contact us. Please include the following:

  • The first and last name used to place the order
  • The order number
  • The email used for the order

Once we have this information we can proceed to assist you. 


110% Price Match Guarantee

We are so passionate about what we do here at EmazingLights that we even offer a 110% price match guarantee. If you see another major competing online retailer selling a product that we carry for a cheaper price, we'll match the price AND take an additional 10% off. Price matches can only be applied within 24 hours of placing your order.

To qualify for a price match, the item must be:

  • The exact same item
  • The same color and size
  • Made by the same manufacturer

You may contact us so we can further assist you. Please include a link and/or proof of the price and we will get you your items and give you store credit for the difference. 

If your item is now on sale, please see the link below for further details on our sale price match policy.


Can I combine discount codes on my order?

Unfortunately, you can only use one discount code per order, however, you are able to use a discount code and gift card on the same order.


What can I do if I forgot my password?

If you ever forget your password and are unable to login to your account, don't worry! We've made it easy for you to reset your password any time you may have forgotten. Please follow the steps below to reset your account password. 

Password Reset

  1. Go to our Account Login page. Alternatively, from our EmazingLights homepage, click on our Login link in the top right-hand corner.


    On mobile, tap on the navigation bar on the top left-hand corner, then tap on My Account.

  2. Once on the Account Login page, click the 'Forgot your password?' link.

  3. Enter your email into the box and hit 'Submit'.

  4. A follow-up email to reset your password will be sent out instantly. Follow the instructions within the email to create a new password and log in!

Having some hiccups along the way with your password reset or are unsure as to what email was used for your account? We're on it for you, please contact us for further assistance.


Why was my order canceled?

For your protection, our Risk Analysis team will cancel any orders they flag as suspicious. You will not be charged for any canceled orders. A transaction may appear on your bank statement indicating an authorization hold has been placed on the funds associated with the order. This authorization will be reversed and dropped from your bank statement in 2-5 business days.

Occasionally, orders are canceled because a customer has provided inconsistent information during the checkout process. If you believe your order was canceled due to such an error, you should review the details of the transaction to make sure all information is correct and matches your billing information. 

It's important to note that canceled orders are unable to be reversed. If you would like to proceed with your purchase, a new order will need to be placed.

If you have any additional questions or would like some help getting an invoice for the exact same order, please contact our customer support team for further assistance.


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