Customer Care

Contact Us

We’re here to help—whether you’re selecting the right fixture, checking on an order, or need support after delivery. Reach out any time during business hours and our team will take care of you.

Email: cs@citylightssf.com
Phone: 1-888-484-CITY (2489)

Customer Service Hours (Pacific Time):

• Monday – Friday: 8:00 AM – 5:00 PM
• Saturday: 10:00 AM – 4:00 PM
• Sunday: Closed

Contact Form

Corporate and Showroom Address

We’d love to see you in person. If you are planning to visit, please contact our team first so we can ensure the right support is available.

Please note: Please check with Customer Service or Sales by phone, email, or chat before making a return. Online returns are not accepted at this address.

City Lights SF
707 Bayshore Blvd.
San Francisco, CA 94124

Ordering

Whether you’re shopping online or in our showroom, we want your experience to feel easy and supportive. If you have questions about finishes, lead times, compatibility, or what works best in your space, our team is happy to help. Call 1-888-484-CITY (2489) or email cs@citylightssf.com.

Order Tracking

Once your order ships, tracking information will be available in your customer account. Your account is the best place to view order status, shipment updates, and past purchases.

If tracking is not visible for a specific order, don’t worry—some items ship directly from our partner brands and may update shortly after shipment. Please call, email, or chat with your order number, name, and email used at checkout, and we will gladly assist.

Creating My Account

New to shopping with us? Creating an account makes checkout faster and keeps everything organized in one place—including your order history and saved addresses. You can create an account any time.

1. Visit Create account.
2. Enter your name, email address, and password.
3. Click Create.
4. Watch for a confirmation email.

Need help? Call us at 1-888-484-CITY (2489) or email cs@citylightssf.com.

Managing My Account

To view orders, update addresses, or manage account details, simply log in. If you need to change a shipping address on an order that has already been placed, please contact us directly so we can request the change.

Trade Program

We love working with designers and trade professionals. If you’d like access to dedicated support and trade benefits, you can apply for our Trade Program.

Approved Trade members can sign in to their Trade account and view Trade pricing under the Trade Professional section.

Valid Payment Methods

City Lights SF accepts the following forms of payment:

• Most major credit cards: Visa, Mastercard, American Express, Discover
• Apple Pay
• PayPal Express
• Check or wire transfer (phone orders only)
• Gift cards

All transactions are verified at checkout and processed in U.S. dollars (USD). For tax-exempt purchases, please contact Customer Service with your documentation.

Address Changes and Order Edits

If you need to request an address change or order update, please call, email, or chat with your order information within 24 hours of placing your order. This allows us to request the change before the order is processed or released to the carrier.

If your request is outside that timeframe, we will do our best to assist. However, because we work with several partner brands and fulfillment partners, order edits and address changes are not guaranteed.

Cancellations

Cancellations vary by item and manufacturer. Many items ship directly from our partner brands and may enter production or fulfillment quickly. If you need to request a cancellation, please contact us as soon as possible.

If an order has already shipped, it cannot be canceled. Special order, made-to-order, Final Sale, and non-returnable items cannot be canceled. Cancellation requests may take up to 24–48 hours to confirm.

Installation and Product Verification

Lighting is an investment—so we encourage a little extra diligence up front. We highly recommend professional installation by a qualified electrician or installer. Before purchasing, please verify dimensions, specifications, mounting requirements, and any compatibility details to ensure the product is the right fit for your space.

City Lights SF is not responsible for labor costs related to handling, installing, uninstalling, or re-installing items.

Shipping

We ship to the contiguous United States, and most orders ship via UPS or FedEx. Shipping options, costs, and any freight requirements will be shown at checkout after entering your shipping ZIP code.

Shipping Costs

• Free ground shipping on most orders over $75
• Orders under $75 have a $10 flat-rate shipping fee per item
• Freight (LTL) shipping costs are calculated at checkout (when applicable)
• City Lights SF does not install or assemble products. If White Glove service is needed, please contact us for a quote and availability.

Standard Shipping Times

Products ship from our partner brands’ warehouses and factories (U.S. and overseas). Lead times vary by product and brand. We display lead times and backorder dates (when provided) by SKU on each product page.

Because City Lights SF is not the only retailer purchasing from these vendors, availability may change. Lead times are estimates and subject to change. If you’d like the most current update on a specific item, please contact us.

Freight / LTL Delivery Guidelines

While most orders ship via UPS or FedEx, some larger or heavier items ship via freight (LTL) or may be delivered by our own delivery truck. Upon delivery, please inspect the shipment in its entirety—including outer cartons, corners, and internal packaging—before signing.

If you notice damage, please document it with photos and contact us by phone, email, or chat with your order information. Claims must be submitted within 5 business days of delivery.

Shipping FAQs

How does my order ship?

Most deliveries ship via UPS or FedEx. Larger items may ship via freight (LTL) or be delivered by our own delivery truck, depending on the order.

Do you ship worldwide?

At this time, we do not offer international shipping.

What if I live in Alaska, Hawaii, Puerto Rico, Guam, or the U.S. Virgin Islands?

Additional shipping fees may apply. Our team will confirm shipping costs within 24–48 hours after your order is placed and will not finalize the order until you accept the final terms. Local taxes and duties may still apply.

Will you ship to a PO Box or APO/FPO?

Unfortunately, we cannot ship to PO Boxes or Military APO/FPO addresses.

What if I need to ship to multiple addresses?

Please contact our Customer Service team and we will help coordinate your shipment. Call 1-888-484-CITY (2489) or email cs@citylightssf.com.

Returns

We want you to feel confident in your purchase. City Lights SF accepts general returns on most eligible items within 30 days of delivery, provided the item is new, uninstalled, and in its original packaging.

Please note: Items that are special order, made-to-order, or marked as non-returnable are not eligible for return. These details are clearly noted on the product page prior to purchase.

Expedited shipping charges from the original order are non-refundable.

To qualify for a general return, the item(s) must:

• Be in resalable condition
• Not have been installed or assembled
• Be free from scratches and/or defects
• Be in the original manufacturer’s box and packaging
• Not have writing, labels, or shipping tape applied directly to the original packaging
• Include all parts, accessories, and documentation
• Not be Final Sale, clearance, liquidation, or closeout

Refunds are issued after the returned item has been received and inspected. Unless otherwise stated in writing, return shipping costs are the responsibility of the customer.

Final Sale / Last Chance / Last Call

Items marked Final Sale, Last Chance, or Last Call are discontinued items offered at a reduced price. These items are non-returnable and non-refundable.

Return Packaging Guidelines

To help prevent damage during transit and avoid delays or denial of your return, please keep all original packaging materials and re-pack items securely. Whenever possible, we recommend placing the manufacturer’s box inside an additional shipping carton (“over-boxing”). Do not apply shipping labels or tape directly to the manufacturer’s box.

Return Authorization (RMA) and Approval

All returns require return authorization (RMA) approval. Because many items ship directly from our partner brands, returns must be approved by the manufacturer prior to shipment. Please do not return items without receiving authorization and instructions.

Return Portal

Start a return or exchange . Once your request is approved, you will receive return documents and instructions.
Note: Online orders are not accepted for in-person returns at our San Francisco showroom or warehouse.

Restocking Fees

Restocking fees may apply and can vary by brand and item. Some manufacturers charge restocking fees on returned or exchanged items. We work with our partner brands to provide the best possible return/exchange terms where available.

Refused Deliveries and Return-to-Sender Shipments

If a delivery is refused or returned to sender, the order may be treated as a return (if eligible) and may be subject to return shipping charges, freight fees, restocking fees, and/or other applicable vendor fees. Please contact Customer Service prior to refusing delivery whenever possible.

Damages (In Transit)

Please inspect your shipment upon delivery. If an item appears damaged, we recommend refusing delivery (when possible) and contacting us immediately by phone, email, or chat so we can help with next steps.

If the damage is discovered after delivery, please contact us within 72 hours with photos and your order information. Please do not send the item back without contacting us first.

Defective, Wrong Item, or Missing Parts

If an item arrives defective, the wrong item was sent, or parts are missing, please contact us immediately at 1-888-484-CITY (2489) or cs@citylightssf.com. We will work with our partner brands to resolve the issue as quickly as possible. Please do not send items back without contacting us first.

If the issue can be resolved with a replacement part and the customer instead chooses to return the item, return shipping costs will be the responsibility of the customer unless otherwise stated in writing.

City Lights SF is not responsible for labor costs related to handling, installing, or uninstalling the item.

Warranties

Most of our partner brands offer a manufacturer warranty. Warranty terms vary by product and brand. Please contact us for support and we will help guide you through the next steps.

Pricing and Price Match Guarantee

City Lights SF is pleased to offer a Price Match Guarantee. If you find the identical product advertised at a lower price, please contact our Customer Service team within 30 days of purchase to request a price match or refund of the difference. Shipping costs and applicable handling fees are considered when evaluating requests.

Terms and Conditions

• The product must be identical, including SKU, finish, size, quantity, availability, and condition.
• The competing product must be offered by a reputable website and an authorized U.S. dealer.
• Pricing must be verifiable at the time of inquiry. We reserve the right to limit quantities per identical item.
• Pricing due to sales, promotional discounts, coupon codes, warehouse sales, closeouts, liquidation events, or returns is excluded.
• Price match requests must comply with manufacturer pricing guidelines, MAP policies, and dealer agreements.
• Brick-and-mortar retail chains are excluded, as they operate under separate pricing structures and agreements with our partner brands.

City Lights SF reserves the right to determine eligibility for price match requests and to modify or discontinue this policy at any time without prior notice.

Pricing or Product Description Discrepancies

We make every effort to ensure pricing and product information on our site is accurate. However, if you notice an error or inconsistency, please contact our Customer Service team so we can investigate and correct it as quickly as possible.

If a pricing or product information error occurs, City Lights SF reserves the right to cancel the order and issue a full refund. A Customer Service team member will reach out prior to cancellation whenever possible.

Privacy and Personal Information

We value your privacy and only share Personal Information with trusted service providers to help us operate our store and fulfill your order. Our online store is powered by Shopify. You can review Shopify’s privacy practices here.

Behavioral Advertising

We may use your Personal Information to provide relevant promotions or marketing communications. We also use Google Analytics to better understand how customers use our site.

• Google Privacy Policy
• Google Analytics Opt-Out

California Privacy Rights (CCPA)

If you are a California resident, you may have the right to request access to the Personal Information we hold about you, request deletion (where applicable), and request corrections. To exercise these rights, please contact Customer Service at 1-888-484-CITY (2489) or email cs@citylightssf.com.

Cookies

Cookies are small data files stored on your device that help improve your browsing experience and support essential site functionality. You can control cookie settings through your browser. Please note that blocking cookies may impact some site features.

Privacy Contact

Questions about privacy? Email privacy@citylightssf.com.

Terms of Service

For full Terms of Service, please review the Terms of Service section on our website. If you have questions, please contact us and we will help.