888-243-9445 Monday - Thursday: 6:30am - 5:30pm CT |
Friday: 6:30am - 5:00pm CT
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You have questions. We have answers - here is a short list of our most frequently asked questions. Click the bars to get started.
Don't see the answer to your question? Contact us directly.
Product Information
Where can I find product specification sheets?
Easy. Just cruise on over to the product page and scroll down to “Guides & Info” on the right-hand side. Find “Spec Sheet” and click “Download File.” As a wise man once said, “Bada-bing bada-boom.”
Are product installation guides available?
Since we like to make things easy for you, we included one with each fixture. You can also find them on our website; just head to the product page and scroll down to “Guides & Info” on the right-hand side. Next to “Instruction Manual,” click “Download File.” And there you have it.
Can I use a different lamp in my high-intensity discharge (HID) fixture?
If the world was perfect, then yes. But it’s not, so no. The components used in a HID fixture are power consumption-specific. So, a metal halide (MH) lamp can only be used in a fixture with an MH ballast. The good news is that our fixtures use industry-standard lamps that can pretty much be purchased anywhere.
How does metal halide (MH) compare to high pressure sodium (HPS)?
Aside from the fact that they sound like they'd be on the periodic table, high pressure sodium (HPS) lamps give off a soft yellow/orange light and a longer lamp life, while metal halide (MH) lamps give you a white light with a higher CRI.
Do you offer additional products not shown on your website?
Why, yes, we do. If you’re interested in replacement parts, that is. Give us a call at 1-888-243-9445.
How are your products priced?
Fairly. And less than you’d expect. But our product prices, including promotional offers, can change. They also don’t include shipping, handling, tax, and all that other fun stuff.
Do you sell replacement parts?
If they’re available, yes. Call our customer service experts at 1-888-243-9445 and ask us.
What is Prop 65?
Here’s the thing: California regulates over 900 chemicals with Prop 65. Since we don’t specifically test for all of them, we’ve added Cali’s mandatory warning, just to make sure we’re following their new regulations. For more info, visit here
Installation & HID Disposal
Are lighting layout services available?
In a word: absolutely. Head to our Resource Center and look for our Lighting Layout Tool. The time and grief it’s saved our customers is the stuff of legend.
What do “typical mounting height” and “typical spacing” refer to?
Typical mounting height is the range (in feet above grade) that a fixture should be mounted. Typical spacing is the measurement used (in multiples of mounting height) that two or more fixtures should be mounted apart from each other. Once you get these right, you’ll be the grandmaster of optimal light distribution.
Where can I recycle lamps and batteries?
First of all, you should be commended. Second, these places: www.lamprecycle.org or www.earth911.com.
Ordering & Payments
How do I place an order?
Easily. Quickly. Painlessly. All right on our website. Or, if you feel like talking to an actual person, please call our customer service professionals at 1-888-243-9445, They’re happy to chat Monday-Thursday 6:30am -5:30pm CT, Friday: 6:30am - 5:00pm CT.
How do I change or cancel my order?
Please call us as soon as possible at 1-888-243-9445 and we'll see what we can do to help. Please have your order number (or, Shipping Order (SO) number) or customer number handy. Orders that haven't been picked or shipped yet can usually be changed or cancelled. *Please keep in mind: in-stock orders typically ship within one business day. We unfortunately aren’t able to change or cancel orders that are in transit.
What payment methods are accepted?
1). CREDIT CARDS: The most common online payment option for e-conolight customers is through credit card purchases (Mastercard, Visa, American Express and Discover).
2). CHECK: Place your order with our Customer Service team at 888-243-9445 (para español: 1-888-243-9339), then list your order number in the memo section and mail your check to:
e-conolight, LLC
PO Box 7410320
Chicago, IL 60674
Once we receive your check, your order will ship.
3). TERMS: We offer NET30 terms for the following approved customers:
Interested customers must submit this Credit Authorization Form for consideration and will be notified of approval status within 48 business hours. If approved, orders with invoice terms must be processed through our Customer Service team at 888-243-9445 (para español: 1-888-243-9339).
2). CHECK: Place your order with our Customer Service team at 888-243-9445 (para español: 1-888-243-9339), then list your order number in the memo section and mail your check to:
e-conolight, LLC
PO Box 7410320
Chicago, IL 60674
Once we receive your check, your order will ship.
3). TERMS: We offer NET30 terms for the following approved customers:
- Commercial Business orders over $3,000
- Government Agency orders over $500
Interested customers must submit this Credit Authorization Form for consideration and will be notified of approval status within 48 business hours. If approved, orders with invoice terms must be processed through our Customer Service team at 888-243-9445 (para español: 1-888-243-9339).
Can lamps for e-conolight products be purchased locally?
Yes. The high-intensity discharge (HID), fluorescent, and quartz halogen lamps used in our fixtures are your regular run-of-the-mill lamps, so you can get them from local retailers and lighting suppliers. Just keep in mind, this doesn’t apply to LED fixtures.
Do you offer volume discounts?
Right now, we don't. But check back in the future, and maybe we will.
Do you charge sales tax?
We charge state sales tax on all orders. (We know; we hate it, too) You can submit a tax-exempt order, but to do that, we’ll need a valid Sales and Use Tax Exemption Certificate. Send your certificate to TaxCertificates@creelighting.com Or, if you want to mail or fax it:
e-conolight
Attn: Accounting
1501 96th Street
Sturtevant, WI 53177
Once your certificate is reviewed and approved, we’ll remove sales tax from your grand total. After that, your order will be charged and shipped. Still have questions? Our customer service professionals love those. Give ‘em a ring at 1-888-243-9445.
Shipping & Delivery
When can I expect my order?
Place it before noon CT during business hours, and our in-stock items ship the same day. Expect a nice package on your doorstep within 3-7 business days. Orders over 300 pounds will be shipped common carrier and need to be unloaded by the customer (that’s you). All shipments are F.O.B. original and once the product leaves our factory, it’s considered all yours. Congrats, by the way.
How much does shipping cost?
All orders $500 or more are the best thing ever: Free. If an order is less than $500, we tack on a small 12.5% shipping and handling fee, with a $14.95 minimum, but the most you’ll ever pay for shipping and handling is $39.99. As a side note, to get free shipping, orders have to ship to one location, using carriers chosen by us. Hawaii and Alaska don’t qualify for free shipping, but they make up for it by being Hawaii and Alaska.
How can I find out if my order shipped?
You’ll get a nicely crafted e-mail as soon as your order ships. You can also check on your order by clicking here or by calling 1-888-243-9445.
What does it mean if the product I want to order states it'll ship in: 1-3 days, 3-5 days, 5-7 days, 7-10 days, 3-6 weeks, 6-8 weeks, 10-12 business days, 25-27 business days, 3-4 months, etc.?
This means that your product will be shipped directly from the supplier to your doorstep. You’ll be charged at the time your order is placed. To find out tracking information, please call our Customer Service team at 1-888-243-9445 or e-mail them at info@e-conolight.com.
Do you offer expedited services?
Just call us Speedy. Or call 1-888-243-9445 to place an expedited order. You may have a pay a little more, but if it’s worth it, it’s worth it.
Do you ship internationally?
We currently ship to all 50 U.S. states. Just keep in mind it costs a bit more to ship to Hawaii and Alaska. Unfortunately, we don’t ship to any PO Boxes.
Do you ship to Alaska and Hawaii?
Yes. Because Alaska and Hawaii are (gorgeous) states, too. Call 1-888-243-9445 for delivery to either place. Just a heads up: you’ll have a pay a little extra for shipping.
Is shipping included in my pole and/or bullhorn order?
Why, yes, it is. Shipping and handling is already included in the prices of all our poles and bullhorns. Mainly so you don’t have to worry about it.
Returns
What if I have to make a return?
New, uninstalled products with their packaging intact may be returned within 30-days from the original purchase date. All returns must be pre-approved by e-conolight and accompanied by a copy of the RMA form, which will be provided upon approval. All returns must be in the original packaging, unused and in resaleable condition. We reserve the right to reduce the credit amount or upon inspection refuse the return if the product(s) is determined not to be in resaleable condition.
To make a return: first, submit a return request here or give our Tech Support team a call at 1-888-243-9445 to get authorization. Then…well, they’ll tell you the plan. Light poles and bullhorns are custom made and cannot be cancelled or returned. Discontinued and Clearance products cannot be returned.
To make a return: first, submit a return request here or give our Tech Support team a call at 1-888-243-9445 to get authorization. Then…well, they’ll tell you the plan. Light poles and bullhorns are custom made and cannot be cancelled or returned. Discontinued and Clearance products cannot be returned.
Do I have to use a specific carrier to return products?
We believe in freedom of…everything, so no. Whoever you choose, make sure to get tracking, since you’re responsible for the return shipment. Not to mention, you never know where those packages will turn up. If a package does get lost, you’re in charge of filing a claim.
What do I do if my fixture arrives damaged?
Within 30 days of receiving the item, submit this form online OR call our customer service team and let them know. If your product is broken, you may be asked to ship it back, depending on the scenario. NOTE: you won't be charged return shipping on any damaged in transit or defective product.
What do I do if my fixture is defective?
Step one: hang onto it. Step two: submit this form online OR call our customer service team. They’ll start the claim process and get your replacement shipped out within the next 1-2 business days, so long as that item’s in stock. If your product is defective, you’ll be asked to send it back (free of cost to you), so we can figure out what the heck went wrong.
Will I be refunded the full purchase price?
If you paid for shipping, you won’t be refunded for shipping. if your return is made after 30 days from purchase, a restocking fee will apply. After your returned product is inspected, we’ll let you know your final credit.
e-cono+
How do I become a member?
Easily. Sign up here
Do I need to make a purchase to become a member?
Nope. Joining the e-cono+ program is absolutely free.
What are the benefits?
All of the e-cono+ benefits can be found here. Hint: you may want to set aside at least 25-35 minutes to cover them all. Not really, but know there’s a lot.
Are there certain products that wouldn't be eligible for the e-cono+ discount?
Unfortunately, yes. Your amazing e-cono+ discount excludes doorbusters, clearance products, poles and bullhorns, C-Lite tubes, LEVITON® controls, IDEAL® electrical supplies, Cree Lighting® Noctura® Series and CPT Series.
Do I need to be logged in to receive my e-cono+ discounts/benefits?
Yes. Only logged-in members can receive e-cono+ discounts. Discounts can't be applied after your purchase, so don't forget to log in.
Who do I contact if I have a question about the program?
You can contact sales@e-conolight.com
When can I start using my benefits?
The minute you sign up. It’s that simple.
How are my discounts applied to my order?
Once you're logged in, your 10% off discount will be automatically applied to all eligible products. No need to punch in a promo code.
How much does the program cost to join?
Zilch. Joining the e-cono+ program is free.
Can I review the program’s Terms and Conditions?
You can. They’re right . We recommend reading them right before bedtime.
Does my membership expire?
Nope. You’ll remain a member unless you wake up one day, decide you hate saving money, and opt out of the program.
Can I cancel at any time?
Yes, although we’re not sure why you would. You can opt-out here.
Do I get shipping benefits?
Why, yes. Non-members receive free shipping on orders of $500 or more. e-cono+ members receive free shipping on orders of $400 or more. However, if you live in AK or HI, you'll still have to pay a shipping fee. We're sorry, and we hope you still love us.
I changed my e-mail address. How do I update my membership?
Your e-cono+ account is tied directly to an email address. If your email has changed, you will need to create a new e-cono+ account for the new email address.
Can I apply my discount to previous orders?
Sadly, no. Your discount will only apply to all orders placed after you join the e-cono+ program.
Oops, I forgot to sign in before I placed my order. Can you still apply the discount?
Unfortunately, discounts can’t be applied retroactively, so please make sure you’re signed in before your order is placed.
How do I know my membership is active/how can I check on the status of my membership?
Simple. Log in to your account and head to the "My Account" page.