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| Help - Frequently Asked Questions |
1. How do I contact the Christmas Lights Direct Guest Services Team?
2. How do I find a product?
3. What if the product I am searching for is not coming up?
4. Are special orders costly?
5. How do I place an order?
6. What payment methods can be used?
7. Is my credit card and personal information safe when I place my order on the Christmas Lights Direct site?
8. When will my credit card be charged?
9. Do local taxes apply to my order?
10. How quickly is my order processed?
11. Does Christmas Lights Direct share personal information about its guests with other companies?
12. Do you wholesale your products?
13. What is your returns policy?
How do I contact the Christmas Lights Direct Guest Services Team?
There are three ways to contact our friendly Guest Service Representatives:
- You can call us anytime between 8:00 am and 5:00 pm Monday thru Friday PST at Toll Free (800) 690-4425. If the phone lines are busy due to holiday traffic, please leave us a voice mail message and one of our Guest Service representatives will return your call shortly. When leaving a message, please be sure to leave your name and the phone number where you can be reached.
- You can fax us securely 24 hours a day, seven days a week at (925) 672-2314. Please be sure to include your name and the phone number or address where you can be reached.
- You can email us at guest.service@christmas-lights-direct.com. Your emails will be reviewed and responded to promptly.
- You can also write us directly at:
Christmas Lights Direct
Guest Services
3149 Morgan Territory Rd.
Clayton, California 94517
How do I find a product?
Products can be located in a couple of ways on our web site:
- The most popular way is by browsing through the products listed in the menu at the left of the page in each store. Simply click on the product category from the menu at the left with your mouse and you will see all of the products within that category. Browsing is fun as it allows you to see lots of different products across the site that you might not be able to locate if you use the search function solely.
- Products can also be located on the site by using the Product Search button at the top left hand corner of each store. Simply type in the key word(s) that you wish to search for and click the "go" button and you will be shown any products that are related to the search term you are using.
What if the product I am searching for is not coming up?
If you cannot find a particular product please email us at guest.service@christmas-lights-direct.com. If we carry the product, we will notify you as to where it can be located on our site. If we do not carry the product in our current assortment, we will advise you whether or not it can be special ordered. Many times we can special order items for you directly from one of our many suppliers.
Are special orders costly?
Christmas Lights Direct has great relationships with its many suppliers. Most of the time we can get you a really great price on a special ordered product due to our strong purchasing power with our suppliers. Please note that we will always provide you with the cost and shipping expenses associated with any special orders in advance, so that you can make a decision on whether or not to purchase the item. Please note that special orders are not returnable.
How do I place an order?
- Click on the product you wish to buy
- Click on the "add to cart" link
- The product will show up on a shopping cart page with a quantity of 1 unit (default). If you wish to order more than one unit of a particular product highlight the "unit" box and replace the 1 unit with the number of units you wish to purchase.
- Click on the "update cart" button and the new unit quantity will show up in your shopping basket.
- If you wish to add more products to your shopping basket click on the "continue shopping" button. You can now repeat the steps above adding other products to your shopping basket.
- Once you have added all of the products that you wish to buy to your shopping cart, click on the "checkout" button.
- Your cart total without taxes and shipping expenses will now show up at the top of the page.
- Select the shipping method you wish to use (i.e. ground, UPS 2nd Day Air or UPS Next Day Air).
- Fill in all of the required personal information fields on the page below the shipping method and click on the "submit" button.
- You will now see a preview page with your shopping cart total, tax total (if applicable) and your shipping expense. Check to make sure the personal and credit card information provided is correct and click the "confirm" button. * Please only click the "confirm" button once to avoid multiple charges for a single order.
- You will now get a confirmation page (if your order was successfully processed)
- If you received an error please return to the previous data shipping method and personal information page and re-check your data for accuracy and re-process the order. * Although rare, if there is heavy traffic on the site during holiday periods it is possible that an order will not go through the first time. If this occurs please try the order once again. If you still have a problem email us at guest.service@christmas-lights-direct.com and we will help you with the order.
What payment methods can be used?
We currently accept the following credit cards:
- Visa
- Mastercard
- American Express
- Discover
* Please note that credit cards registered outside The United States are not accepted for orders.
You may also send us a cashiers' check, money order or personal check as payment for an order once you have called the order in to our Guest Services phone line. To use a check as payment for an order you must follow the steps below:
- Call the Christmas Lights Direct Guest Service team at Toll Free (800) 690-4425 to place your order.
- Write the check out to "Christmas Lights Direct" for the full dollar amount of the order being sure to include shipping costs (please note that checks that do not include the cost of shipping will not be accepted).
- Mail the cashiers check within 24 hours to the following address:
Christmas Lights Direct
Order Processing Dept.
3149 Morgan Territory Rd.
Clayton, California 94517
- The check must be received within 7 days from the time the phone order has been placed. Once the check is received, it will be held until the funds have been deposited and cleared. Once the funds have cleared, we will promptly mail your order out to you.
- Please note the following exceptions to check policy:
* There will be absolutely no checks accepted from foreign banks or from addresses outside the United States.
* The checking policy is subject to change at any time at our discretion.
* Please note that we do not accept COD's.
Is my credit card and personal information safe when I place my order on the Christmas Lights Direct site?
Christmas Lights Direct is committed to providing you with complete security regarding your personal and credit card information.
All web site pages at Christmas Lights Direct.com that require your personal information (i.e. credit card numbers, addresses, phone numbers, etc.) have been tested using state-of-the-art SSL (Secure Sockets Layer) encryption security technology. Our secure servers protect your personal and financial information using advanced encryption technology throughout the ordering process.
The majority of today's browsers display a lock icon in the bottom status bar on secure pages. This lock icon assures you that the personal information that you are entering in to our web site will remain secure. Look for the lock icon on any web page that requires you to enter in personal information.
Our advanced credit card processing systems ensure that your Christmas Lights Direct shopping experience is completely safe and worry free.
When will my credit card be charged?
The charge to your credit card will occur at the time the shipment has been processed and is ready for pickup from UPS
Do local taxes apply to my order?
Taxes charged on orders placed on the Internet depend on the "ship to address". If you are shipping to any location within California you will be charged the local sales tax for your area to comply with current tax laws. All other states outside California will be shipped "tax free". If you have further questions about taxes and the Internet you can contact your local tax board.
How quickly is my order processed?
We pride ourselves on shipping product as quickly as possible to our guests. As soon as you place your order online the information from your order is electronically compiled and sent to our warehouse for shipment. Most of the time orders received before 10:00 am PST ship out the same day from our warehouses. Occasionally due to circumstances beyond our control, a product may be backordered or cancelled. If a product is backordered or cancelled one of our Guest Service representatives will contact you within one business day to advise you.
Does Christmas Lights Direct share personal information about its guests with other companies?
Christmas Lights Direct takes your personal privacy very seriously. We do not share your personal information (name, address, phone numbers, etc.) with other companies. We protect your personal information and only use it as part of the secure shopping process through our web site.
You can shop in confidence knowing that any personal information you provide at checkout is protected by our SSL (Secure Sockets Layer) encryption security technology. We hope you enjoy your shopping experience with Christmas Lights Direct and we look forward to serving you
Do you wholesale your products?
Wholesale pricing to qualified wholesale buyers is available for certain items in our product lines. Please contact us directly for wholesale pricing information. Click Here for contact information.
What is your returns policy?
Click Here to read our complete returns policy.
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