Last Updated: May 4, 2026
At Samu Lighting, we are committed to providing you with a seamless, transparent shipping experience for all your lighting purchases. This policy outlines our order processing, delivery logistics, carrier partnerships, and issue resolution protocols to ensure clarity and peace of mind for every customer. By placing an order with us, you agree to the terms outlined below.
1. Shipping Destinations and Product Locations
We currently offer shipping exclusively to physical addresses within the United States, including:
- All 48 contiguous states of the continental U.S.
- Alaska and Hawaii (note: some remote regions may experience extended transit times; contact our support team to verify eligibility before ordering)
Addresses we do NOT ship to:
- P.O. Boxes, mail forwarding services, or parcel lockers (we require a physical street address for carrier drop-off)
- APO (Army Post Office), FPO (Fleet Post Office), or DPO (Diplomatic Post Office) addresses
- International addresses (unless pre-approved via our B2B wholesale support team for bulk cross-border orders)
All orders are shipped from our manufacturing facility in China. Unless explicitly stated otherwise on the product page, all our products are produced and shipped by our partner factories in China. Once your order is shipped, you will receive a confirmation email with tracking information, allowing you to monitor the delivery status at any time.
If you need special delivery accommodations or have questions about eligibility, please reach out to our team before placing your order.
2. Order Processing Time
Total Delivery Time = Processing Time + Shipping Time
All order processing times refer to business days (Monday–Friday), excluding U.S. federal holidays, weekends, and company-wide shutdown periods.
Standard Non-Custom Orders
Regular, ready-to-ship lighting orders are processed within 1–5 business days after payment confirmation. This includes:
- Inventory verification and quality control checks
- Secure, damage-resistant packaging (including foam inserts, corner protectors, and water-resistant wrapping for fragile glass fixtures)
- Coordination and handover to our authorized logistics carriers
Custom/Bespoke Lighting Orders
Customized or made-to-order lighting fixtures require additional production, craftsmanship, and quality assurance steps. Processing time will be extended by 5–12 business days, depending on the complexity of the design, material sourcing, and customization requirements. We will provide a personalized timeline for your custom order during the checkout or consultation process.
Peak Season Delays
During high-demand periods (e.g., Black Friday, holiday seasons, or promotional sales events), order volume surges may cause temporary processing delays of 1–3 business days. If delays are expected, we will notify you via email with an updated timeline and keep you informed of your order status.
3. Shipping Methods & Delivery Time
We offer two flexible shipping options to accommodate different timeliness needs:
Standard Shipping
- Cost: FREE for all domestic U.S. orders
- Estimated Delivery Time: 25–35 business days from dispatch
- Eligible for all standard and custom orders with no urgent delivery requirements
Expedited Shipping
- Cost: Tiered pricing based on your total order value (pre-discount)
- Estimated Delivery Time: 12–18 business days from dispatch
- Priority handling for faster warehouse processing and transit
Expedited shipping charges are as follows:
| Shipping |
Order Value |
Shipping cost |
| Expedited Shipping(12 - 18 working days) |
$0.00–$200 |
|
| Expedited Shipping(12 - 18 working days) |
$200.10–$300 |
|
| Expedited Shipping(12 - 18 working days) |
$300.10–$400 |
|
| Expedited Shipping(12 - 18 working days) |
$400.10–$500 |
|
| Expedited Shipping(12 - 18 working days) |
$500.10–$600 |
|
| Expedited Shipping(12 - 18 working days) |
$600.10–$700 |
|
| Expedited Shipping(12 - 18 working days) |
$700.10–$800 |
|
| Expedited Shipping(12 - 18 working days) |
$800.10–$900 |
|
| Expedited Shipping(12 - 18 working days) |
$900.10–$1,000 |
|
| Expedited Shipping(12 - 18 working days) |
$1,000.10–$1,100 |
|
| Expedited Shipping(12 - 18 working days) |
$1,100.10–$1,200 |
|
| Expedited Shipping(12 - 18 working days) |
$1,200.10–$1,300 |
|
| Expedited Shipping(12 - 18 working days) |
$1,300.10–$1,400 |
|
| Expedited Shipping(12 - 18 working days) |
$1,400.10–$1,500 |
|
| Expedited Shipping(12 - 18 working days) |
$1,500.10–$1,700 |
|
| Expedited Shipping(12 - 18 working days) |
$1,700.10–$2,000 |
|
| Expedited Shipping(12 - 18 working days) |
$2,000.10–$2,200 |
|
| Expedited Shipping(12 - 18 working days) |
$2,200.10–$2,400 |
|
| Expedited Shipping(12 - 18 working days) |
$2,400.10–$2,600 |
|
| Expedited Shipping(12 - 18 working days) |
$2,600.10–$2,800 |
|
| Expedited Shipping(12 - 18 working days) |
$2,800.10–$3,000 |
|
| Expedited Shipping(12 - 18 working days) |
$3,000.10 and up |
|
4. Shipping Carriers
We work with trusted logistics partners, including UPS, FedEx, and USPS (for standard shipping services). Fast Shipping: We typically use DHL for shipping.All carriers provide full insurance coverage and real-time tracking for every shipment, giving you peace of mind throughout the delivery process. All delivery times refer to business days (Monday to Friday, excluding weekends and U.S. public holidays). Final delivery timelines depend on the carrier’s daily cut-off times and our warehouse processing speed.
5. Delivery Tracking
Once your order is dispatched, you will receive an automated confirmation email containing:
- A unique tracking number for your package
- A direct link to the carrier’s official tracking page
Please allow 24–48 hours for the carrier to scan and update tracking information after dispatch. If no updates appear after 3 business days, please contact our support team for assistance (applicable to air courier shipments).
For sea freight shipments (typically 18–20 days), tracking updates may not be visible during transit. Tracking information will become available once the shipment arrives at your local destination or port area. This is normal for sea shipping and does not indicate a delay.
For high-value orders over $1,000, a signature will be required upon delivery to prevent theft or misdelivery. If you are not available to sign, the carrier will leave a notice with instructions for re-delivery or pickup at a local facility.
6. Duties, Taxes & Customs Clearance
Domestic U.S. Orders
All prices displayed on our website are the final amount you will pay for orders shipped within the United States. We fully cover all applicable customs duties, import taxes, and domestic clearance fees, with no hidden additional charges at checkout or upon delivery.
International Orders (Pre-Approved Bulk Shipments Only)
For pre-approved international bulk orders, all prices displayed on our website do not include customs duties, import taxes, or other local clearance fees. These charges are determined by the destination country’s customs authority and are the sole responsibility of the recipient. We cannot predict or collect these fees on your behalf. We strongly recommend contacting your local customs office before placing an international order to understand relevant policies and potential costs. Samu Lighting is not liable for any additional fees, delays, or customs-related issues arising from international shipments.
7. Delivery Issues
Address Errors or Modifications
- Pre-Shipment Changes: If you need to update your shipping address before your order is dispatched, contact us immediately with your order number. We can modify the address free of charge if the order has not yet been processed.
- Post-Shipment Changes: Once an order is shipped, address modifications are not guaranteed. Carriers may charge additional fees for address corrections or re-routing, which will be passed to the customer if approved.
- Samu Lighting is not liable for lost, stolen, or misdelivered packages caused by incorrect or incomplete addresses provided by the customer at checkout.
Delayed or Lost Packages
If your order exceeds the estimated delivery timeframe by more than 5 business days, or shows “delivered” but you have not received it, please contact us immediately with your order number. We will initiate an investigation with the carrier and provide a resolution within 2 business days. If a package is confirmed lost, we will offer a replacement or full refund per our Return & Refund Policy.
Damaged or Missing Items
Please inspect your package immediately upon delivery. If you notice damaged products, broken glassware, or missing items:
- Take clear photos of the package exterior, interior packaging, and damaged/missing items.
- Contact us within 48 hours of delivery with your order number and photos.
- We will guide you through the claims process and offer a replacement, partial refund, or full refund at our discretion.
Refused or Unclaimed Packages
If you refuse delivery without prior notice or fail to collect a package held at a carrier facility within the specified pickup window, you will be responsible for:
- All return shipping costs
- Customs or storage fees incurred during the return process
- A 20% restocking fee for non-defective items
8. Out-of-Stock & Backorders
While we maintain robust inventory levels for most products, temporary stockouts may occur due to high demand, production delays, or supply chain disruptions. If your ordered item is out of stock:
- We will notify you via email within 2 business days of your order placement.
- You will have the option to:
- Wait for restocking (we will provide an estimated restock date and ship your order as soon as inventory is available), or
- Cancel the order for a full refund to your original payment method, with no cancellation fees.
- Custom orders with out-of-stock materials will be rescheduled with a revised production timeline, and you will be notified of the new delivery estimate.
9. Contact Us
If you have any questions about shipping, order status, delivery timelines, or this policy, please reach out to our dedicated customer support team:
-
Email: support@samulighting.com
-
Phone: (+1) 704 978-8886
-
Physical Address: 2590 Welton Street Suite 200, Denver, CO 80205, US
- Business Hours: Everyday 8:00am – 5:00pm (US Mountain Time)
We aim to respond to all customer inquiries within 24 business hours. For urgent issues related to pending deliveries, please include your order number in your email or call us directly during business hours for priority assistance.
