Please feel free to email us when you have any questions. 
Our email: info@merlinlamps.com

TRADING ACCOUNT

Join Us

Welcome to Merlin Lamps, we are pleased to offer our valued trade customers exclusive access to a dedicated Trade Account. As a trade customer, you can enjoy a range of benefits and services designed to meet your unique needs.

Why Traders Need A Trading Account 

• Exclusive discount code based on the amount of your shopping list
• Prepare your list of shipments for you in advance
• The 30 days return period is extended to 40 days for returns and exchanges
• Design drawings provided free of charge
• Exclusive VIP customer service representative

How To Apply For A Trade Account

• Make a note in your email: Business/ designer name via trade account      Example: XXX's trade account set up
• Provide shopping list(colors, sizes, special requirements, etc.)

Don't miss out on the benefits of our exclusive Trade Account. Join today and enjoy wholesale pricing, easy ordering, customized solutions, exclusive promotions, and priority shipping. Apply now and take your business to the next level with our premium lighting fixtures!

Email:  info@merlinlamps.com

Introduce

We offer custom service, you can contact us by email (info@merlinlamps.com) and tell us your customization requirements. Our designers will try their best to help you realize your ideas. Let everyone can design their favorite lights. And we will make them from our factory and ship them to you by air, no middleman, affordable price.

If there are any questions, please feel free to contact us：

Email:  info@merlinlamps.com

Tel : ‪+1 (302) 525-1810

+1 (909) 244 2565

Service Hours : Mon to Sat 9:00AM - 5:00PM

We currently only ship to the United States.

1. Delivery Locations
We currently ship to all US states.

2. Order Processing Time
Orders placed on our online website are typically processed within 1-3 business days and more( depends on the products). Once your order has been processed, it will be shipped according to the shipping method you selected during checkout.

3. Shipping Times
Our standard shipping methods are divided into express and sea to door.

Express shipping time= 10~15 days.

Sea to door shipping time: 4~6 weeks.

4. Shipping Cost
We offer free standard shipping on all orders to the USA.

5. Delivery Methods
All orders are shipped via our preferred carrier partners, including UPS, FedEx, USPS, the United States Postal Service, and various freight companies. You will receive a tracking number via email as soon as your order has shipped.

6.Order Tracking
In general, you will receive two emails about the status of your order. The first email, is a confirmation email after you have placed your order. The second email, is a shipping notification after your order has been shipped out. The second email will contain tracking information and some instructions on how to track your package.

7.About Tax
Our products are tax included (customers do not need to pay tax) and shipping is free of charge

* Note：

1.All delivery time refer to working days, excluding weekends and holidays.

2.Orders that have not been shipped can be canceled by contacting us, orders in transit cannot be canceled. However, you can take advantage of our return policy and you can return the item when you receive it.

If you have questions, please contact us：Email:info@merlinlamps.com

At Merlinlamps.com we want you to be completely satisfied with your purchase. If for any reason you are not satisfied with your purchase, we offer a hassle-free return policy.

Return Policy:

1. Returns are accepted within 30 days of the purchase date.

If you receive defective, incorrect, or incomplete items, please contact us at Email:info@merlinlamps.com.You can return the defective product and request a full refund or replacement. Your return will be processed within 3 business days after receiving your request, and you will have the following options after confirmation of the claim:
(1) Refund to your payment method.
(2) Send a replacement part to you.

If you change your mind within 30 days of receiving the order(Like you don't like it or it's not the right size or it's not the right space), we are happy to accept your return. However, you will be responsible for the return shipping costs from our factory to your address, which will be deducted from your order amount. Additionally, you will need to cover the return shipping costs to our warehouse at your own expense. This portion of the fees is not included in the refund amount. Please note that the item to be returned must be identical to the item received and must be in its original packaging.

2. Items must be returned in their original packaging, with all accessories and documentation.

3. The item must be in new, unused condition.

4. Refunds will be issued to the original payment method within 10 business days of receiving the returned item.

Exchange Policy:

1. Exchanges are accepted within 30 days of the purchase date.

2. We only accept exchanges for products that are damaged or defective upon delivery.

3. Items must be returned in their original packaging, with all accessories and documentation.

4. The item must be in new, unused condition.

5. If a customer wishes to replace a product due to change of mind upon receipt, they will be responsible for the shipping costs. Initially, the customer will cover the shipping costs for the original item from our factory to their address. The exact shipping costs can be confirmed by contacting customer service.

Additionally, the customer will bear the costs of returning the item to our warehouse. Once our warehouse receives and inspects the returned item without any issues, the replacement product will be dispatched. If there is a price difference between the products, the customer will either receive a refund for overpayment or be required to pay the difference for underpayment

Non-returnable items:

1. We do not accept returns or exchanges on items that have been used or are not in new condition.

2. We do not accept returns or exchanges on items that have been modified or altered in any way.

3. We do not accept returns or exchanges on items that have been damaged due to customer misuse or neglect.

4.On sale items are non-refundable.

General Return Process：

• Initiate a return: Please email us at Email:info@merlinlamps.com. with photos and/or videos of the items and let us know your order number. Our customer service staff will determine the eligibility for your return request within 3 business days.
• Ship the item back: If your return is accepted, we’ll send you the return address, as well as instructions on how and where to send your package. (Note: Items returned without authorization will not be accepted). We recommend that you send your return/exchange in a shipping method providing tracking information as well as a signature because we will not be responsible for lost return/exchange.
• Refund or exchange: when we receive your return/exchange, we will inspect the item in 1-3 working days and then provide a replacement for an exchange or issue a refund.

Return Charge：

• If the return is due to our problems (such as: incorrect products, quality problems of products), we will provide a full refund for you;
• If the return is due to the buyer’s problem (such as: don’t like/want the item, ordered a wrong product/size), the buyer should pay the freight.

Refunds：

• Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If you are approved, the refund will be provided to the original method of payment within 2-3 working days.
• If you haven’t received the refund within 2-3 working days, please check your bank account again. Then contact your bank or credit card company. It may take some time before a refund is official posted. If you’ve done all of this and you still have not received your refund, please contact us at Email:info@merlinlamps.com.

Please Note: we do not refund our original shipping cost.

Order Cancellations：

• We can cancel the order for you if you contact us in time after your purchase. If your payment finished and the parcel is not shipped out, you can cancel your order before your item’s delivery. And we will refund full of your money.
• Orders can’t be canceled once the parcel is shipped out.

Please note that returns and exchanges are not accepted for customized products!

If you have questions, please contact us：Email:info@merlinlamps.com

Q:After I receive the lamp, can I return it if I don’t like it?

A:We support refund after you receive the product, but you need to ship it to our designated shipping address at your own expense, and we will start refunding after we receive the product

After checking that there is no problem, we will start refunding. Our refund will deduct our shipping cost and refund the principal amount of the product.

In order to ensure your interest and reduce the loss, we have a good plan as follows.

We will take pictures and video before shipping, and we will ship it to you after you are sure you like it, but you need to make a note or contact customer service support when you place your order to explain the situation.

Q:What if I purchase an item and then I see it somewhere else cheaper?

Not to worry! Merlinlamps has a Low-Price Guarantee so there is no reason to hesitate or wait to make your purchase! If you ever find the exact same product advertised for less anywhere, within 30 days of your Merlinlamps purchase, please let us know and we will happily match that price. Keep in mind that shipping and handling fees, as well as any applicable sales tax, will be taken into consideration. For example, if Merlinlamps offers free shipping and the competitor charges for shipping, then the total price, including shipping, will be matched. Of course, we may require some form of verification of the offer and it must be made by an authorized U.S. dealer of the product, following manufacturer pricing guidelines and policies and it must be a stock item. The Low-Price Guarantee excludes clearance, closeout and returned items. Other restrictions may apply, but why not ask? For more information please contact: info@merlinlamps.com

Q:Why are your prices so cheap?

A:We closed all our offline stores in 2019 to focus on online sales. All our costs have been reduced. Our products come from our own factories.

Therefore, we keep our prices reasonable while giving our customers the highest standard of product quality.

Q:Safe purchase?

A:We have supplied thousands of customers with beautiful lamps and this is a proven website.

Q:Is my money protected?

A:Our website is built on Shopify, so all your actions are protected. Including your money. If you want to cancel your order or return an item, we will refund the money to your account.

Q: How can I cancel an order?
A： You can cancel your order, you can contact us to help you cancel your order. But you need to contact us before your order has been sent out. We cannot help you cancel your order once the goods have been sent out. Thank you for your understanding!
Note: You will be notified by email once the order has been sent. So it can not cancel the order after the goods have been shipped. If you insist that you do not want your package, you can contact us to return it after you receive it. Thank you for your understanding! Any questions please contact info@merlinlamps.com

Q:Does this light fixture require assembly? 

A:Yes, our light fixtures are shipped disassembled, so you will need to assemble it after receiving it. We do not include any electrician fees, so you will need to contact an electrician for installation.

Q: What methods of payment do you accept?
A： We support payment by credit card, debit card or bank account.

Q: What if I enter the wrong email or address？
A： Please contact us because we can change your email address, name, and address, but we cannot change your order.

Q: Can I use serval discount codes in one order?
A： If you need to purchase a large number of products (more than 50 of the same product) or customize the entire household/hotel lamp, please contact us at info@merlinlamps.com and we will get back to you with discount information.

Q: How should I prepare when shopping for lighting?
A： First, must know your budget. Second, you look for pictures from magazines or design websites that reflect your taste. Third, collect fabric swatches or color chips for any area you are redecorating.

Q: How do I know which power supply to use?
A： First Determine the application environment(indoor dry, indoor damp, and outdoor), Not all power supplies can be used in every application. Second, calculate the total wattage of the tape light that will be used, to calculate wattage, multiply the total number of feet by the W/ft. Finally, select a power supply that is equal to or more than the total wattage of the tape light. U.S. conventional voltage: 110 ~ 120V. European conventional voltage: 120 ~ 240V. We can also customize it according to your needs.

Q: What is the best way to install my new lights for the chandelier?
A： There are installation instructions included in every product we sell. If you feel the installation is complicated, we recommend you contact a licensed contractor or electrician.

Q: Are your products UL listed?
A： Yes, our products comply with UL standards.

Q: How to return an item？
A： General Return Process
Initiate a return: Please email us at info@merlinlamps.com. with photos and/or videos of the items and let us know your order number. Our customer service staff will determine the eligibility for your return request within 3 business days.
Ship the item back: If your return is accepted, we’ll send you the return address, as well as instructions on how and where to send your package. (Note: Items returned without authorization will not be accepted). We recommend that you send your return/exchange in a shipping method providing tracking information as well as a signature because we will not be responsible for lost return/exchange.
Refund or exchange: when we receive your return/exchange, we will inspect the item in 3-5 working days and then provide a replacement for an exchange or issue a refund.For details, please know the Return Rolicy.

Q: How long is the warranty？
A： Product Warranty: We offer a three-year warranty for our products(excluding bulbs）.
Within 3 years, if there are any issues or questions about the product, please contact us at info@merlinlamps.com. with pictures and videos of the problems, you are having. We will reply to the emails within 12 hours, and provide our solutions for the issues you are having.

If you have any other questions, please contact us：

Email :info@merlinlamps.com

Phone:

+1 (302) 525-1810

Service Hours : Mon-Sat 9 am to 5 pm PST