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Frequently Asked Questions

 

If you are unable to find the answer to a specific question, please contact us using the following method: Email : sales@htm-lighting.com

Why choose HTM Lighting (2 Questions & Answer) go to top

1: Why should I place an order with HTM Lighting?

Answer:
We have a very short lead-time and we are very professional. We offer great products with unlimited sizes on demand and a wide variety of colors (180 colors).

2: Before purchasing your HTM Lighting Products, How do I know that my customers will not be contacted to purchase directly.

Answer:
That is what we are all about. Our commitment is to only sell to professionals. That is a solid promise, so unless you consider your customers sign professionals we will never sell to your end user. However, we may contact them to promote the use of HTM Lighting.

Product Quality (10 Questions & Answers) go to top

1: Which kind of paint do you use?

Answer:
We use what is called ‘powder coating’. It is cooked in the oven to 180°C / 456°F.

2: What is the RAL range ?

Answer:
This is a standard pallet including 180 colors. You can download this pallet on our website: RAL Colors Chart

3: How accurate is the color display on the Internet?

Answer:
Because it's important that all htm-lighting.com customers be pleased with their purchases, be advised that all color varies slightly from one computer monitor to another.

4: What do you mean by ending « anodized » ?

Answer:
Many metals are structurally weakened by the oxidation process, but not aluminum. Aluminum can actually be made stronger and more durable through a process called "anodizing". Anodizing involves placing a sheet of aluminum into a chemical acid bath, quite often acetone in laboratory experiments. The sheet of aluminum becomes the positive anode of a chemical battery and the acid bath becomes the negative. An electric current passes through the acid, causing the surface of the aluminum to oxidize (essentially rust). The oxidized aluminum forms a strong coating as it replaces the original aluminum on the surface. The result is an extremely hard substance called anodized aluminum.

5: What materials are the PLL made out of ?

Answer:
The profiles are made of extruded aluminum. The accessories are made of aluminum alloy melting. (alloy melting: A method of alnico alloy melting includes melting a charge, oxidizing refining of the melted charge, with the melting including introducing the charge into a flux that is heated try electrical current, maintaining a temperature of the flux in a range of 1500-1800° C., and carrying out the oxidizing refining until an aluminum content reaches 0.05-1.0%.).

6: What is the matter of the Brackets?

Answer:
All brackets are in aluminum melting and extruded profiles.

7: Why don’t we use T12 tubes?

Answer:
Because, the fluorescent T12 tube is not economical and has a very short life.

8: Why do you use electronic ballasts?

Answer:
Although ballasts are slowly becoming obsolete, the electronic ballasts are still more economical than ferromagnetic ballasts.

9: What is the difference between color temperature (Kelvin degree )?

Answer:
The « Kelvin » degree is a unit of temperature
3000° (Warm White) is usually used for landscaping,
4000° (Cool White) for offices
6500° (Day light) for signs or advertising lighting.

10: Are your product certified « UL »?

Answer:
All Our Product are manufactured with components that are UL certified and known worldwide.

Pricing (1 Question & Answer) go to top

1: What is the breakdown of your price list?

Answer:
Our breakdown are as follows: The higher the quantities you purchase, the lower our pricing. If you have large quantities, don’t hesitate to contact us. We will do our best to meet your request.

Ordering (8 Questions & Answers)go to top

1: If I place my order today, when will I receive it?

Answer:
The shopping cart will provide you with a normal delivery date, as well as provide you with several options for an earlier delivery,
Usually delays are as follow :
- 2 to 3 business days for white color and anodized
- 3 to 6 business days for other colors.

2: I need additional PLL; do you have minimum order policy?

Answer:
Absolutely not! Order whatever you need. We realize this type of situation can occur and choose not to have a minimum order policy.
No order is too small; however, we do have minimum shipping and handling charge.

3: When will my order be processed?

Answer:
Your order will be processed on receipt if everything is submitted correctly. All orders ship out 2 to 3 business days for white color and anodized; 3 to 6 business days all for other colors.

4: I would like to change my order?

Answer:
Please contact us immediately and we will do our best to accomodate your needs

5: I didn’t receive confirmation of my order?

Answer:
It is possible that a typo in the e-mail address you gave when you signed up for an account has caused the e-mail confirmation of your order not to arrive. Please double check the e-mail address you gave by logging onto ‘My Account’. If you are able to logon but have not received the confirmation, or are unable to log into your account please contact us and we will be more than happy to assist you.

6: What is the difference between a shipping and a billing address?

Answer:
Your shipping address is where you would like us to deliver your order. Your billing address is the same address typically as your credit card statement.

7: How do I track my order?

Answer:
Once you place the order, you are given an estimated delivery date. You can track the process of your order online directly by logging into your account and clicking on “view the orders I have made”. If you are unable to view for any reason contact our sales department at Email : sales@htm-lighting.com

8: I would like to print a copy of my invoice?

Answer:
Logon to the ‘My Account, then click on “my orders”, than click on “view the orders that I have placed”. You will than be able to click on an order you will like to print.

Security & Payment (8 Questions & Answers)go to top

1: How secure is your website?

Answer:
Your personal & payment information is secured by Authorize.net & Verisign SSL Certificate.

2: Do I have a security Guarantee?

Answer:
We take your business seriously and will use every precaution necessary to ensure that your shopping experience is safe and exciting! HTM Lighting uses the best technology available, Secure Socket Layer encrypting, to keep your private information and credit card information as secure as possible. Also remember that we do not sell any of your information to any third parties.

3: What is the total cost of my order?

Answer:
The shopping cart will give you the total cost, including the shipping charge.

4: When will my credit card be charged?

Answer:
Your credit card will be authorized for the entire amount of the order at the time of purchase. The card will then be charged when the order is placed. We will send you an email confirmation of your order once you have completed the order.

5: My credit card was declined, but the charge is showing on my credit card account. What happened?

Answer:
The charges that are appearing on your card account are pre-authorization holds. They are not charges; however, your card company may be temporarily holding those funds. Your card may have declined for one of the following reasons: -1 Your BILLING address entered does not exactly match the BILLING address that your card company has on file. -2 Your card company is declining your transaction because of insufficient funds or another reason from your card company.
Please contact your card company to release any pending or if you received an ERROR response that matches any of the reasons above. HTM Lighting has no control of the grace period for releasing authorized funds, particularly debit card funds.

6: I do not want to pay by credit card.

Answer:
Not a problem. You can pay by check instead. By Paypal, By Wire.

7: How do I place an order if I am paying by check?

Answer:
Just use the shopping cart as if you are placing an order. Print out all the information on the order, including the total price and the delivery date. Rather than proceed to payment, simply mail the order form along with a check (payable to HTM Lighting) to: HTM Lighting 6420 Benjamin Road, Tampa, FL 33634. Upon receipt of your payment, we will promptly process your order, and e-mail you a copy of the paid invoice. If you wish to confirm whether your check has arrived, you may call our sales manager, at 1 (813) 938-6025.

8: I still do not feel comfortable sending my credit card information over the internet. Can I pay for my order another way?

Answer:
We would like to assure you that we have taken every precaution possible, so as to ensure that you will have a safe and a positive experience while using our website. We are proud to be members of Veri-sign. In the event that you are still unsure about placing an order over the Internet, please contact us at 1 (813) 938-6025 to place your order over the telephone. You may also fax 1 (813) 425-9007 or email ( sales@htm-lightning.com) your order to us by providing us with all the information that is requested on the order form. It’s that simple!

Password (3 Questions & Answers)go to top

1: Is my password known by you? .

Answer:
Your are the only person knowing the password (in order to keep it more secure)
In case you loose your password we can deliver you a new one (see I have forgotten my password?)

2: My password doesn’t work?

Answer:
Please check that you have entered both your e-mail address and your password. If your password still does not work then click on “password forgotten click here” to automatically receive a new one. Please check that your email address is correct since the new password will be sent to you via e-mail.

3: I have forgotten my password?

Answer:
Click on this link Password forgotten to automatically receive a new password. Please verify your e-mail address to make sure it is correct since you will receive your new password via e-mail. In order to make it easier for you to remember you password, don't hesitate to personalize it in the “My Account” Change my account password.

Shipping (6 Questions & Answers)go to top

1: If I place my order today, when will I receive it?

Answer:
The shopping cart will provide you with a normal delivery date
Our normal production time is
- 2 to 3 business days for white color and anodized
- 3 to 6 business days for other colors

2: How much is shipping?

Answer:
Shipping depends on the quantity & weight of the items. You may calculate shipping prices online using our online shopping cart. We guarantee good rates using R&L, Yellow , UPS, DHL & FedEx and other shipping methods.

3: How do you pack your Products?

Answer:
We use double wall custom made boxes specially designed for this product. In some cases we use PE foam packing. This will insure that the product don't break in transit. If any case that you do receive broken or chipped products, give us a call and we will replace them for you hassle free.

4: How do I track my order?

Answer:
Once you place the order, you are given an estimated delivery date. You can track the process of your order online directly from our website. Here is a link to that site: Track Order

5: I received my order, but one item was missing. What should I do?

Answer:
If you received your order and an item is missing, it is very important to notify it on the delivery note in front of the delivery man. Please call Customer Service at 1 (813) 938-6025 for further assistance. Or by mail: Sales@htm-lighting.com

6: I received my order, but one item was broken. What should I do?

Answer:
If you received your order and an item is missing, it is very important to note it on the delivery note in front of the delivery personnel. We know in some case this is not possible. If an item is missing and you were unable to note it in front of the delivery personnel please call Customer Service at (813) 938-6025 for further assistance. Or by mail: Sales@htm-lighting.com