Frequently Asked Questions
Please browse through our frequently asked questions to find answers to questions relating to our website and lighting products.
What if I have technical questions regarding my project or order?
If you and your team have any questions regarding our products or your application, just give the LPP Project Support Team a call at 866-308-9455 or email quotes@willbrands.com. Our experienced professionals are happy to help!
What payment methods are accepted?
Our website accepts Visa, Mastercard, Discover, American Express, and PayPal. For all other payment options, please consult LPP Project Support Team by calling 866-308-9455 or emailing quotes@willbrands.com.
What are your shipping and handling costs?
Customers receive free shipping and handling on most orders shipping to a commercial address within the contiguous 48 states. Pole/fixture orders with quantities of less than 4 do not qualify for free shipping. Please refer to the individual product listing for full shipping costs.
What about international and export orders?
Our support team is happy to assist with international and export projects. Please contact us at 866-308-9455 or email quotes@willbrands.com.
What about sales tax?
Sales tax is charged on products that ship to any state that charges sales tax, otherwise there is no sales tax charge.
What happens after I order?
An order acknowledgment email is sent to confirm the bill of material (BOM), pricing and shipping information. Additionally, we will email an estimated ship date (ESD) once your order has been scheduled for production.
How can I track my order?
Contact information for the shipping company and a tracking number (if applicable) will be provided via email. You can also call 866-308-9455 or email orders@willbrands.com
What is LPP's cancellation and return policy?
It’s our goal that all LPP customers are completely satisfied with their products. We take extra care during the quotation and order processing stages and work with our customers to verify that the ordered bill-of-material fits the application requirements. Very few of our orders are ever cancelled or returned, and that’s because we want your project to run as smoothly as you do.
With that said, we understand that there are unforeseen circumstances that may require order cancellations or returns.
Any order changes and/or cancellations prior to shipment must be requested (in writing) within 24 hours of the order being processed to avoid restocking fees. Order cancellations after 24 hours are subject to 50-90% restocking fees, depending on where the order is at in the production cycle.
For products that have shipped, no product may be returned without a completed Return Materials Authorization ("RMA") form that can be requested in writing at quotes@willbrands.com. We will not accept any returned product without an RMA and no returned product will be accepted until it has been inspected and determined to meet the criteria stated below. At customer's written request and cost, products not accepted for return will be shipped back to customer. The return policy applies only to products purchased from LPP.
- Returns must be within 15 days of delivery date.
- Product must be returned, shipping prepaid, in original packaging and be in unaltered, like-new condition.
- The return must include all original components.
- Refunds for unaltered, like-new products will be processed in the ordinary course for processing payables and may take up to one month.
- A 50% restocking fee applies to all returned LED fixture, light pole and bracket products.
- In addition to the 50% restocking fee, the customer is responsible for original outbound freight charges.
What is LPP's product warranty?
Your can find our warranty documentation here. For extended and other warranty options, please consult LPP Project Support Team at 866-308-9455 or email quotes@willbrands.com.
