FAQs
Ordering & Order Status
Once you have an account created, please log in, browse our collections, select your fixture, and add it to your cart. Once ready, proceed to checkout and follow the prompts to complete your purchase. You’ll receive an order confirmation email once your order is placed.
Orders are processed quickly. If you need to cancel or make a change, please contact Customer Service as soon as possible by emailing Orders@Crystorama.com. Once an order has shipped, changes or cancellations will not be possible.
You can check your order status by logging into your Crystorama account. Shipping confirmation and tracking details will also be emailed once your order ships.
First, check your spam or junk folder. If you still haven’t seen it, contact Customer Service to confirm your order was successfully received by emailing Info@Crystorama.com.
Address updates may be possible before the order ships. Please contact Customer Service immediately for assistance by emailing Orders@Crystorama.com.
Orders may be canceled due to inventory availability, payment authorization issues, or account verification. Customer Service can provide specific details regarding your order.
Shipping & Delivery
For in-stock items, delivery typically takes 2–7 business days from shipment.
We ship via UPS or FedEx for small parcel orders and LTL freight carriers for larger shipments.
Shipping costs are calculated at checkout based on item size, weight, destination, and shipping method.
Contact Customer Service so we can initiate a carrier investigation and assist with next steps.
Depending on size and weight, items ship via small parcel (UPS/FedEx) or LTL freight with protective packaging.
Returns & Refunds
Returns are accepted for eligible items within 30 days of receipt. All returns require authorization prior to shipment.
Contact Customer Service to request a Return Authorization (RMA) before sending any items back by emailing Returns@Crystorama.com.
Custom, made-to-order, and special-order items are non-returnable.
Return shipping costs are the customer’s responsibility unless the return is due to damage or error.
Refunds are issued within 5 business days of receipt and inspection of the returned item.
Exchanges are handled on a case-by-case basis. Please contact Customer Service for assistance by emailing Info@Crystorama.com.
Contact Customer Service immediately by emailing Returns@Crystorama.com. Replacement parts or fixtures may be provided depending on the issue.
A restocking fee may apply to eligible returns. Fees vary by item and order type.
Returned items must be unused, in original packaging, and include all parts and components. Any additional terms that apply and will be shared in writing during the return authorization process.
Product Specs, Bulbs & Compatibility
Bulb inclusion varies by product. Please refer to the product detail page for specifics.
Compatible bulb types and wattage are listed on each product page.
Detailed dimensions and specifications are available on each product page.
Most fixtures are hardwired, though some plug-in options are available. Refer to product details.
Fixtures are rated for indoor, outdoor, or damp locations as specified on the product page.
Yes, Crystorama products are UL or ETL listed where required.
Installation, Care & Replacement Parts
Yes, installation instructions are included with each fixture. They can also be found online here: Assembly Instructions.
Yes, we recommend professional installation, especially for hardwired or complex fixtures. Installation should be performed only by a licensed and insured electrician.
Most hanging fixtures allow chain or rod adjustments during installation.
Use a soft, dry cloth. Avoid harsh chemicals or abrasive cleaners.
Yes, replacement parts may be available. Contact Customer Service by emailing Parts@Crystorama.com with your fixture model number or access our online parts request page here: Request Parts
Custom Orders & Availability
Select styles may be customizable. Availability varies by collection. Email Custom@crystorama.com for more info.
Discontinued items are generally not available for order.
Lead times vary based on customization and availability. Customer Service can provide estimates. Email Custom@crystorama.com for more info.
Finish options vary by collection and may not be interchangeable.
Some replacement parts may still be available depending on inventory. Email Parts@Crystorama.com for more info.
Warranty & Support
Crystorama offers a limited manufacturer’s warranty.
The warranty covers manufacturing defects under normal use.
Contact Customer Service with proof of purchase and product details by emailing Returns@Crystorama.com.
Processing times vary based on claim details and part availability.
Our Customer Service team is happy to help with any product questions or concerns. Reach out to us at Info@Crystorama.com.
Trade & Designer Program
Yes, Crystorama offers a Trade & Designer Program.
Apply directly through our website by submitting the trade application form.
Approvals typically take a few business days.
Your request is currently being processed. A Crystorama team member will contact you shortly with an update.
About Crystorama
Crystorama is based in Westbury, New York.
Crystorama products are manufactured through a global network of trusted partners.
Crystorama Lighting was established in 1958.
View all current catalogs and lookbooks on our website: Online Catalog.
Sign up for our email list and follow Crystorama on social media for the latest updates.
