FAQ
Orders & Shipping
Our lights are available on the Tubicen website where you can explore all our products online and enjoy direct-to-door delivery.
We currently ship throughout the U.S..
We aim to expand globally in the future - we’re excited to bring our products to more places soon!
We ship all orders via trusted carriers to ensure your lighting arrives safely and on time. All retail products currently include free shipping. For B2B custom products, please contact us for a quote.
For retail orders delivered within the U.S., we cover shipping, import duties, and customs fees. You only pay the price shown at checkout.
We’re unable to ship to P.O. Boxes at this time. Please provide a physical address when placing your order.
You can find the estimated delivery date in your order confirmation email or by checking your account.
Note: Orders may arrive earlier than expected! We aim to build in extra time to account for production variability. Reach out to service@tubicen.com if you feel your order is delayed.
You can edit or cancel your order if it hasn’t shipped yet. Send an email with order number and the reason of cancelation to service@tubicen.com, and we’ll take care of it. To check your order status, log in to your account and view the Orders section.
Please note:
- Once your order ships, we won’t be able to make changes or update the shipping address.
- If you are no longer wish to receive the product, you may request a return according to our Return Policy.
You can track your order’s progress by logging in to your account and checking the Orders section. When your order ships, we’ll also send you a confirmation email with tracking details, so you can follow your package right to your door.
If your order shows as delivered but you haven’t received it, try these steps:
- Check with neighbors or household members who may have accepted the package for you.
- Look in discreet spots where the carrier may have left the package to prevent theft.
- Sometimes carriers mark packages as delivered up to 48 hours before actual delivery.
If your package hasn’t arrived within 3 business days, please email us at service@tubicen.com with your order number, and we’ll help you resolve this as quickly as possible.
Returns & Exchanges
We want you to love your Tubicen light! If you’re not completely satisfied, we’re happy to accept returns for unused and unaltered products in their original condition. Just email service@tubicen.com within 30 days of delivery with your order number and a brief explanation to start your return. Please return all items in their original packaging so they can be recycled to further reduce waste!
- For standard returns, we'll refund the product cost (shipping and customs/duties fees are non-refundable).
- For defective or damaged products, we'll refund both the product cost and shipping fees (customs/duties fees are non-refundable).
- Returns will not be accepted if the product has been damaged due to accidents, misuse, alterations or improper installation.
- Returns after 30 days from delivery are not accepted.
Gift Cards:
All gift card purchases are final sale.
Please note: This return policy applies to retail (direct-to-consumer) orders only. All Trade Orders are final sale and are not eligible for returns or exchanges. If you have any questions before ordering, we're happy to help at service@tubicen.com
To initiate a return, please email service@tubicen.com with:
- Your order number
- A brief explanation of why you’re returning
Once approved, we’ll provide everything you need, including shipping instructions and a return label. After we receive your return, we’ll inspect your item(s) and process your refund.
Please note: This return policy applies to retail (direct-to-consumer) orders only. All Trade Orders are final sale and are not eligible for returns or exchanges. If you have any questions before ordering, we're happy to help at service@tubicen.com.
After you ship your return, you can expect:
- 1-2 weeks for it to arrive at our warehouse
- 5-7 business days for inspection and processing
Once your return is inspected, we’ll issue the refund to your original payment method immediately.
Please note: This return policy applies to retail (direct-to-consumer) orders only. All Trade Orders are final sale and are not eligible for returns or exchanges. If you have any questions before ordering, we're happy to help at service@tubicen.com.
We’re sorry if your light arrived damaged or isn’t quite right! Please email us at service@tubicen.com with:
- Your order number
- Photos or videos showing the issue
Please keep all packaging materials until the issue is resolved.
Payments & Credit
We accept payments from PayPal and major credit cards, including Visa, Mastercard, Discover, and American Express. You can also use debit cards from over 100 countries or pay with Apple Pay. All payments are securely processed through Shopify Payment.
We don’t offer discounts at this time, but we promise that every Tubicen light is thoughtfully designed and priced to provide exceptional quality.
Warranty
Tubicen lights are built to last! That’s why we offer a 2-year warranty, guaranteeing your light is free from manufacturing and material defects. If you encounter any defects within 2 years of delivery, we’ll repair or replace your light free of charge. For items outside the warranty period, we’ll evaluate each case and do our best to find a fair resolution.
A few important details:
- The warranty begins on your delivery date.
- The warranty does not cover damage caused by accidents, misuse, abuse or alterations.
- Please keep your original light until your replacement arrives, as it must be sent back to complete the process.
Product Care
Table Lights:
- Before placing your light on a surface, check the rubber padding to ensure it won’t leave any marks.
- For extra protection, we recommend placing a piece of cloth or paper under the base to prevent scratches or scuffs, especially on delicate surfaces.
- Adjust the cord placement, ensuring it is safely out of the way to prevent tripping hazards or tangling.
Wall Lights:
- Your light comes with Tubicen’s patented wall mount kit, which includes a screw and anchor for drywall installation.
- Locate the desired placement on your wall.
- Assemble the wall mount according to the instructions provided.
- If installing into a stud, you may not need the anchor, but ensure the screw is firmly secured. Double-check that the cord runs cleanly along the wall, using clips to secure it if needed.
Floor Lights:
- Place the base on a stable surface and thread the power cord through the rod, making sure it’s neatly tucked to avoid any trip hazards.
- Assemble the rods according to the instructions provided, ensuring all pieces are securely attached.
- Position the light in your desired space, and ensure it is stable by checking that all connections are tightened.
- If your light feels unstable, try repositioning or using felt pads under the base for added support on uneven floors.
Pendant Lights:
- Verify that the ceiling mount is compatible with your space and can securely support the weight of the light.
- Follow the included instructions to install the ceiling mount, making sure it is fastened securely into a structural ceiling element.
- Adjust the cord length to your preferred height, thread it through the ceiling mount, and ensure the light hangs level before securing everything in place.
To clean your Tubicen light, simply use a soft, damp cloth to wipe it down. Our lights are designed to function in dust-free environments, so avoid using harsh chemicals or abrasive materials that could damage the finish. Regular dusting will keep your light looking its best!
B2B
Yes, we offer wholesale pricing, please contact us through email service@tubicen.com
Yes, we support custom projects, please contact us through email service@tubicen.com