Customer Service
Superior customer service distinguishes Genesis Lamp from the competition, whether you order a single light bulb or make regular volume purchases. Because we offer an outstanding variety of replacement bulbs and select lighting components, our customers include consumers, large and small businesses, industrial facility managers and government agencies around the world. We treat all our customers with appreciation and respect, and take a personal interest in your business. Genesis Lamp strives to provide fast, friendly assistance through our website and when you call our friendly Customer Service team. We want your shopping experience to be pleasant and efficient, and we'll do whatever it takes to help you find exactly what you're looking for at an excellent price. Please take a moment to read through our policies and if you have any questions before ordering, call us at 800-685-5267 or send an e-mail to info@genesislamp.com
Our business hours are Monday through Friday, 8:00 am to 4:00 pm, Eastern time.
At Genesis Lamp, we're dedicated to ensuring your complete satisfaction and earning your business... one bulb at a time.
FAQs
Pricing
All prices are quoted in US Dollars and are subject to change without notice. Where available, volume pricing is noted on the website. To inquire about additional levels of volume pricing, please call Customer Service at 800-685-5267, Monday through Friday, between 8:00am and 5:00pm Eastern time. Please note that Ohio residents and businesses must pay 6.25% sales tax (including) (excluding) shipping costs.
Warranty
All lamps with a specified life are warranted for one year by the manufacturer. Product liability is limited to lamp replacement and does not include incidental labor.
Terms of Sale
A minimum order of $25 (excluding shipping) applies to all individual customers, with immediate payment via credit card. Business customers may choose to establish an account with us subject to credit approval. Once approved, orders may be shipped prepaid by either check or credit card. Standard terms are Net 30 days. Customers assume all responsibility for returned checks, which are subject to a minimum Return Check Fee of $25. Click the link below to download a credit application.
Placing Your Order
Convenient online ordering is available through this website 24 hours a day, 7 days a week. If you prefer, you may phone in your order by calling Customer Service at 800-685-5267, Monday through Friday, between 8:00am and 5:00pm Eastern time. For optimal service, please have item numbers and descriptions handy as well as your credit card information. Orders for stock items that are received by 2:00pm Eastern time will be shipped the same business day or the next business day if received after 2:00pm Eastern time. Lead time for non-stock items is 2-7 business days and 2-3 weeks for custom orders. Customer Service can provide more specific information when you place your order.
Payment Options
All Customers: Online orders can be paid using PayPal, Visa, MasterCard, Discover and American Express. Business Customers: In addition to paying by credit card, business accounts can pay by check with approved credit. See Terms of Sale for more information. International Customers: Direct bank transfers are available for our international customers. Contact Customer Service to provide banking information and set up this convenient service.
Domestic Shipping
UPS Shipping: At this time, we trust all our shipments to UPS. Every shipment includes $100 of insurance provided by UPS. If the value of the order exceeds $100, additional insurance will be purchased, at the customer's expense, unless otherwise requested. Freight: Freight is FOB Painesville, Ohio and must be prepaid and charged to the customer. Other Delivery Options: Job site delivery is available in Lake County, Ohio for a minimal surcharge. Other areas and modes of delivery are available upon request.
International Shipping
Genesis Lamp will secure multiple quotes for shipping and insurance to ensure safe delivery of your order at the most reasonable cost. We work with leading carriers such as UPS, FedEx and DHL and for your convenience, will use any preferred carrier of your choice.
Claims and Returns
Discrepancies: All invoice and non-warranty discrepancies must be identified within ten (10) days of receipt and communicated to Customer Service at 800-685-5267. Returns: To return all or part of your purchase, you must first request a Returned Merchandise Authorization (RMA) number by calling Customer Service at 800-685-5267. NO MERCHANDISE can be returned without an RMA. Genesis Lamp is not responsible for any items returned without an RMA. Restocking Fees: A 20% restocking fee applies to all authorized and unauthorized returns except those resulting from an error by Genesis Lamp. Damaged Merchandise: When your package is delivered, please inspect it thoroughly before signing the driver's release. Signing the release means you accept the goods in their current condition. If there are signs of obvious or potential damage, do not sign the release. Instead, call Customer Service at 800-685-5267 to discuss the situation and determine the appropriate course of action.
Please note that all damage claims are processed by UPS, not Genesis Lamp.