Customer Service

Shipping & Processing

Orders ship via UPS from our warehouse in Huntington Station, NY. Shipping charges will be calculated based on the percentage of the cost of the product you are ordering, that will be displayed in the online shopping cart at the checkout screen (please see the chart below). In-stock items will ship within 48 hoursafter your order is placed. You will receive an estimated ship date if the item you ordered is not in stock. We do not ship on weekends or holidays. Large orders and certain items may be shipped by freight at our discretion (you will be notified in advance if this is the case). We currently do not ship internationally (including Canada). Please contact our stores or agents listed here if you reside outside the U.S. and wish to purchase our products.

Note: Order value is pre-tax value

For estimated transit times, please visit the UPS website. Transit times for UPS shipping methods, including UPS 3 Day Select® and UPS Next Day Air® are based on the number of business days from the time your shipment is picked by UPS until the order is received at your delivery address. Please note UPS does not ship to PO addresses.

Returns & Exchanges

We take the utmost care to ensure that your order arrives in good condition, however, please notify Flos USA immediately in the event that your order arrives damaged. Failure by the customer to make any claim against Flos USA within 3 business days from delivery date will constitute acceptance of goods and waiver of any damages, errors or shortages.

To return an item, please contact customer service for a return authorization number. We will not be able to accept any returns made without an authorization number accompanying the return. Returned merchandise must be in original packaging and must be in saleable condition. Return of goods must be freight prepaid. If product is received in poor condition due to unsatisfactory packaging, the client will be charged for repair and/or replacement of the fixtures. For this reason, we strongly advise you to use an insured, trackable shipping method to return items. We do not accept returns on light bulbs. Items must be received by us within 15 calendar days from when we issue the RMA or you will not receive any credit for your return.

We are also unable to accept returns on any special order items.

Shipping fees will not be included in the refund under any circumstance.

Warranty

All Flos products are sold with the following manufacturer warranty: Flos warrants its products to be free from defects in materials and workmanship for a period of one (1) year from date of delivery. During this warranty period Flos will repair or replace, at its option, products that are proven to be defective. This warranty does not apply to damages resulting from accident, alteration, tampering, misuse, negligence or abuse. This warranty does not apply to light bulbs, which are not products manufactured by Flos and are supplied by Flos only as an accommodation (please note some lighting fixtures do not ship with light bulbs). If Flos furnished you with advice or other assistance concerning the products, the furnishing of such advice shall not subject the company to any liability, whether it be contract, warranty, tort, (including negligence) or otherwise.

Sales Tax

We charge sales tax on all orders shipped to New York and California addresses.

Security

Flos USA understands the need and importance of keeping personal information safe and utilize Secure Sockets Layer (SSL) technology to achieve this. Your credit card and personal information is encrypted as it gets processed and goes through our ordering system. If you prefer not to send your credit card information over the Internet, you may place your order over the phone or fill out the order form and fax it to us at 631.549.4220.

Corporate Mailing Address

Flos USA, Inc.
200 McKay Road
Huntington Station, NY 11746

Telephone: 800.939.3567 (toll free) / 631.549.2745
Fax: 631.549.4220
Email: e-shop@flosusa.com
Monday - Friday: 9am to 5pm EST