Customer Service

Have a question or need assistance with your order? Please reach out to us!

We always strive to provide you with the highest quality product, and with that product comes our guarantee that we will be there for you every step of the way.

Customer Service Forms

Give our team the info they need to start helping you right away.

Forms

FAQ

Find the answers to our most commonly asked questions.

FAQ

Call

Monday - Friday
10am - 5pm

617-409-5577

Email

We'll respond to your inquiry within one buisness day.

Email Us

Email Us


Call

Monday - Friday
10am - 5pm

617-409-5577

Email

Send us an email and we'll respond to your inquiry within one buisness day.

Email Us

Customer Service Forms

Give our team the info they need to start helping you right away with forms for basic issues.

Forms

FAQ

Find the answers to our most commonly asked questions in the FAQ section.

FAQ

Email Us


Customer Service Forms


The forms below help our customer service department gather all of the information we need to process your request all at once, streamlining the process and getting you the help you need without a delay. When you submit a form, our customer service team will get back to you with a response in less than 24 hours.

If you need immediate assistance, please feel free to call us.

Damaged or Defective Product Claims

Mistakes and accidents happen. If you notice that your fixture has been damaged in transit or is defective, let us know and we will do everything we can to fix it. For more information on Structure's one year warranty, please visit our FAQ section.

Open Form

Damaged and Defective Product Claim Form


Order Status Request

If you haven't heard from us in a bit but are curious about the status of your order, please fill out this brief form and we will update you. Please keep in mind the quoted lead time for the product you ordered and order processing and transit time.

Open Form

Order Status Request Form


Return Request

Sometimes your purchase isn't quite what you were looking for, and we understand. Please fill out this form to request a return. For more information on our return policy, please visit our FAQ section.

Open Form

Returns Request Form


Finish Sample Request

Not all antique nickels are created equal. To ensure the finish you choose will coordinate with your home, please fill out this form to receive finish samples direct from the manufacturer at no cost to you.

Open Form

Finish Sample Request Form


Frequently Asked Questions


GENERAL

Where do I begin my design project?

There are many different ways to start your project:

  • Browse fixtures you're interested in and add them to your Pin Board using the little pushpin icon featured on every product. You can have more than one board you're adding to for different projects.
    • You can also post products to social media platforms, including Pinterest, through the product pages.
  • Are you new to the world of lighting, shading, or technology design? Structure will explain everything you need to know. Check out our Resources tab and browse what we have to offer in the way of Lighting Resources, Shading Resources, and Technology Design Resources.
  • Thinking of starting a project? We have our Lighting Plan Checklist to help you prepare.

Need help? We provide design expertise as well as product, and any of our qualified salespeople would be happy to help! Just fill out our Design Consultation Request form linked below and we will schedule either an in-person or over-the-phone design consultation for a time that is convenient for you.

Design Consultation

Design Consultation


Ready to get started on your project? 
Fill out the form below to set up a design consultation with an expert at one of our showrooms.

When should I schedule my electrician?

We strongly recommend not scheduling an electrician until the fixtures are in your possession.

Murphy's Law applies to lighting: anything that can go wrong will go wrong. Inclement weather (in any part of the country), holidays, factory delays, and shipping delays can all affect the arrival of your fixture. We don't want you to be inconvenienced, and we will keep you updated every step of the way. If you would like to know the status of your order, please fill out the Order Status Request form linked below and we will get back to you within 24 hours.

Order Status Request

How can I contact Structure?

There are many ways to contact us, and we will get you to the right person through any channel:

  • To contact us by phone or by email, please see our Contact Page.
  • Request a design consultation.
  • Please call us at 617-409-5577 if you need help with an order you're trying to place or if you need to make changes to an order you have just placed. We are available by phone between 10 AM and 5 PM EST Monday-Friday.

How do I log into my account?

You can log into your account here. Enter your email address and your password.

How do I create an account?

To create a regular account, please click here. In order to create a trade account as a trade professional, please apply here.

Can I visit Structure in person?

Absolutely! We have a showroom in Waltham, MA, and our Design Galleries are opening in Boston this spring and coming soon to San Francisco. If those locations aren't accessible to you, we can schedule a phone consultation with you. For more information or to request a showroom or phone consultation, please see our Visit page.

How do I unsubscribe from your email list?

If you want to unsubscribe from our updates, we understand and we would never want to spam you. You can unsubscribe from our email list by clicking on the "Unsubscribe" link at the bottom of every Structure email.

How do I change my account password?

Whether you forgot it or want to update your security, resetting your password is simple. First, go to the account login page. Just click on "Forgot your password?" and enter the email address associated with your account. You'll then receive an email allowing you to reset your password.

PRICING + PRODUCT INFORMATION

Do you offer discounted pricing for trade professionals?

We do! We offer discounted pricing to licensed trade professionals such as electricians, contractors, architects, designers, etc., who open an account with us. For more information and to apply, please visit our Trade Program page.

Do you offer bulk pricing?

In certain situations, we do offer bulk pricing for trade customers. If you think you qualify, please reach out to a member of our sales team or our customer service team with what you are planning to order and we wil review your claim and get back to you within 24 hours with any adjusted pricing.

Can I get a finish sample sent to me?

Absolutely! Most factories offer finish samples at no charge to you, to be sent directly to the address of your choosing. Please fill out the Finish Sample Request form linked below and they will arrive to you within 1-2 weeks. If you have any questions about the form, please contact our customer service team and they'll be able to help.

Finish Sample Requests

How do I care for and clean my lighting fixture?

Beautiful lighting only stays that way with proper care and maintenance, but sometimes that can be a bit of a mystery with the many variations that lighting fixtures have. Here are some general tips for keeping your fixture clean, but if you have a more specific question, please reach out to our customer service team and we would be happy to look into it for you.

  • Use a cloth damp with warm water to wipe surfaces
  • Windex can be used to clean glass, but should not be used on the finish of the fixture
  • The glass on many flush mounts is screw-locked in, so it just requires a gentle clockwise turn and you should be able to remove it
  • If you have a chandelier and need to clean the crystals, we recommend hiring a chandelier cleaning service to give them the optimal sparkle

Do you offer fixture customization?

Some manufacturers offer customization services for select fixtures at an additional fee. Please contact us to see if the fixture you are interested in can be customized to your liking. We will get back to you shortly with a quote from the factory.

Please keep in mind the lead time for custom fixtures is signficantly longer than that of the standard fixture: it can be anywhere from 8 weeks to several months and is subject to move from original estimates. Please also note that all custom fixtures are final sale and cannot be returned under any circumstances.

Is the item I want on a factory backorder?

If an item you are interested in is on backorder or low in stock, it will say so below the item quantity on that item's product page. If the item you are interested in does not say this, it is most likely that your item is in stock at the factory.

If it does say this and you would like to know when the item you are interested in will be coming back in stock or if the factory has enough of that item to fulfill your order, please feel free to contact us and we can check for you.

ORDERS

How long will it take for my order to arrive?

On every product page, under the header "Shipping & Returns," the lead time for that particular product is listed. The time listed does not include the time in transit, which is anywhere from 2-7 business days for regular ground shipping depending on the distance from the factory to the ship-to address.

For items that are shipped via freight truck, shipping can take up to 7-12 business days.

Custom fixtures typically have a much longer lead time that will not be shorter than 8 weeks.

Lead times can vary depending on the manufacturer and available inventory. If an item is low in stock or out of stock, it can impact the lead time. Please contact us if you have a specific timeline by which you need a fixture or if the fixture you are interested in is low in stock or backordered.

What is the status of my order?

Please fill out the Order Status Request form by clicking the button below and our customer service team will get back to you within 24 hours with the status of your order. Unless you requested expedited shipping, your order status will not be available for 1-2 business days after the order was placed.

Order Status Request

Can I make changes to the product I ordered after placing my order?

If you need to make a change to your order and it is within 24 hours of the order being placed, contact us and we will be able to make the necessary changes at no charge.

If you're looking to add products to your order, we recommend creating a separate order.

If it has been over 24 hours since your order was placed, any changes you need to make may be subject to a 25% restocking fee for any items currently in the production or shipping processes at the factory. Let us know as soon as possible and we will make the necessary changes and let you know if you are subject to any restocking fees.

How do I change my ship-to address after placing my order?

Please let us know as soon as possible and we can make the necessary changes to your order. If the order is currently in production at the factory, there is a chance the address will not be able to be changed in time, which may add an additional lead time onto your order.

What is your order cancellation policy?

Here at Structure, we honor a 24 hour, no questions asked cancellation policy for orders that were not ordered with expedited shipping. You will not be charged for cancelling your order within 24 hours of placing. We're sorry you need to cancel, and we hope you'll be back soon, but life happens, we get it.

If your order was placed with expedited shipping, there is a chance that the order may be too late in production to be cancelled. If that is the case, you will still be responsible for the shipping charge and a potential factory restocking fee of 25% of the cost of the item.

What payment options do you accept?

We accept all major credit cards: Visa, MasterCard, American Express, and Discover.

When will my payment be processed?

Your payment will be processed at the time of your order. You will be sent a receipt via email detailing your order, shipping method, total, and form of payment. We use a secure, encrypted program to process your credit card payment, and we do not retain your credit card information, for your security. For more on our privacy policy, please click here.

Do you charge sales tax?

Sales tax will be charged for orders being delivered to Massachusetts, New York, California, Texas, North Carolina, and Hawaii, and the tax will be the respective rates for those states. If you have any questions about whether or not there will be sales tax applied to your order, please don't hesitate to contact us.

If you need to apply for tax exemption, please send an email detailing your situation to customerservice@structuredesigngallery.com.

SHIPPING

What is your shipping policy?

For orders under $75, a flat shipping fee of $10 will be charged for delivery within the continental US.

Orders over $75 will ship for free within the continental US, with some exceptions:

    Oversized or Bulky Items
  • Some larger items are subject to additional shipping and handling charges which will be noted on the item’s product page under the tab “Shipping & Returns,” at checkout, and on your order confirmation.
  • For these items, you will be charged $5 for every 20 pounds in shipping weight the oversized items collectively weigh (not per item).

    Freight Items
  • Some items require shipment via a freight carrier due to their size or weight, and are therefore subject to increased shipping fees. Products that require shipment via freight will be identified on our website under the “Shipping & Returns” section on every product page, and a message will appear at checkout and on your order confirmation as a reminder.
  • At checkout, we will take a $50 shipping deposit per freight item. If the actual shipping cost determined once the items ship is more than your deposit, you will be separately invoiced for the difference. If the actual shipping cost is less than the shipping quote, you will be refunded the difference.
  • Freight shipments typically require signature for delivery, and the freight company will schedule a delivery appointment with you using the phone number you provide at checkout.

    Expedited Shipments
  • All orders will be shipped via standard ground methods by default. If you need your order sooner, please contact us for a shipping quote.
  • If the actual shipping cost greatly exceeds the shipping quote, you will be separately invoiced for the difference. If the actual shipping cost is less than the shipping quote, you will be refunded the difference.
  • Please note: all expedited shipping orders must be submitted before 11AM EST to ship same-day. If received after 11AM EST, it will ship the following day.

    Items Shipped to the Non-Contiguous United States
  • If you are shipping to Hawaii, Alaska, Puerto Rico, or the US Virgin Islands, a flat rate of $25 will be added to your shipping charge, as well as an additional $10 per every 20 pounds your order weighs in shipping weight.
  • For oversized or freight items, the same rates apply as to the contiguous United States with the surcharge stated above added to the shipping total.

Trade customers can benefit from: free local delivery, waived shipping charges, and free warehousing until you are ready for your order. For more information on the benefits of creating a Trade Account with us, please visit our Trade Program page.

Is expedited shipping an option?

Yes! Please contact us for expedited shipping. We will provide you with a shipping quote based on where the items are being shipped, item availability, and how quickly you need them. Once you approve the quote, an updated order with this shipping charge will be emailed to you, and from there you can complete the checkout process.

Please note: expedited shipping orders must be placed before 11 AM EST in order to ship same-day.

Once the factory determines the actual cost of expedited shipping, you will either be separately invoiced or refunded for the difference between the actual shipping cost and the quoted amount.

Do you ship internationally, or to the non-contiguous parts of the United States?

We do not ship internationally at this time, however we do ship to Alaska, Hawaii, Puerto Rico, and the US Virgin Islands. For our non-contiguous US shipping surcharges, please see our Shipping Policy above.

Do you ship to P.O. Boxes?

Sorry, we do not ship to PO Boxes. A shipping address has to be a valid address in the United States.

What company do you ship with?

We typically ship with UPS and FedEx, however finish samples may be sent via USPS.

Please note: freight deliveries will be delivered by the freight company. The person who placed the order will be contacted to set up a delivery by the freight company when the order is in transit.

Is Saturday or Sunday delivery available?

Saturday deliveries are not typical for ground or freight shipments, but if you place an order with expedited shipping, you can request a Saturday delivery for an additional fee. If Saturday is not chosen and paid for, the item will be delivered on the following business day, excluding federal holidays. No deliveries will take place on Sundays.

Do I have to be present for my delivery?

The only time you need to be present for your delivery is if you are receiving an order from a freight company. If you request that a signature be required upon delivery, we can note that when placing the order, but your tracking number will state how the package was delivered and who signed for it, if applicable. Otherwise it will be left at the ship-to address on the order, no need to be present.

RETURNS

What is Structure's return policy?

Please inspect your order carefully upon arrival; Structure must be notified of any immediately apparent broken fixtures or fixtures missing parts within 14 days of receipt. Please keep the product's original packaging.

Please request a return using the Returns Request form button below.

If you are returning for any reason other than a defect, the fixture must be in its original packing, uninstalled, and in new, resaleable condition.

A restocking fee of 25% will be deducted from your refund for a return unrelated to damaged or defective product.  You are responsible for the return shipping costs, which will also be deducted from your refund.

Custom fixtures and replacement glass or parts are final sale and cannot be returned.

We offer a one year warranty on any product purchased from Structure, so if you are experiencing a problem, please fill out our Damaged/Defective Product Claim form linked in the section below.

Return Requests

Does Structure have a warranty?

Structure offers a 1 year limited warranty for all products. If your product is not working correctly, please let us know within one year of purchase using the Damaged/Defective Product Claim form linked in the section below and we will be sure to have your fixture repaired, replaced, or you will be sent replacement parts.

Please also note: most brands offer a 5 year warranty on LED fixtures.

Which items are not eligible for returns?

The following items are not eligible to be returned, and thus are final sale: sale and clearance items, custom fixtures, and replacement glass or parts.

How long will it take for my refund to process?

Once the factory receives the fixture you are returning, we will issue you a credit for the amont you paid minus a 25% restocking fee charged by the factory and the return shipping costs. Allow up to a week for your refund to appear on your statement.

DAMAGED + DEFECTIVE PRODUCTS

My product arrived broken or missing parts. What should I do?

Please let Structure know as soon as possible if you received a fixture that is broken, damaged, or missing parts. In order to file a claim with the factory, we must be notified within 14 days of receipt. Please keep the product's original packaging.

In order to ensure that we get all of the information we need to pass on to the factory, we ask that you please notify us of the situation by filling out our Defective/Damage Claim form, which you can access by clicking the button below.

The factory may need photos of the damage and the original packaging in order to process the claim.

The factory will need to review any claim made, and if a replacement part or replacement fixture is necessary, it will be sent to the address that you specify on the form or on your initial order. In some cases, the factory may repair the fixture in lieu of a replacement, or they may need the broken fixture/part back to assess the damage. In this case, we will provide you with a UPS pre-paid shipping label at no cost to you. Do not throw anything away (packaging, broken pieces, defective fixtures) until we let you know that the factory does not need them back.

My fixture isn't working properly. How do I go about replacing it?

If you are experiencing a problem with your fixture, please let Structure know as soon as you discover the potential defect by filling out the Damaged/Defective Product Claim form, which you can access by clicking the button below.

  • The factory may require you to do some at-home troubleshooting in order to identify the part of the fixture that may be defective. In this case, the solution may be to send you a replacement part instead of replacing the entire fixture.
  • The factory may require photos of the fixture and/or the original packaging in order to assess the potential cause of the damage or defect. Photos can be attached to the Damaged/Defective Product Claim form.
  • In cases where the entire fixture needs to be replaced, you may need to send the defective fixture back in its original packaging. We will provide you with a UPS pre-paid shipping label at no cost to you, and the replacement fixture will be shipped to the shipping address noted on your original order. If the defect is noticed after you have discarded the original packaging, you may be able to use the packaging from the replacement fixture that you receive.
  • If the fixture is past the one year warranty, the factory may consider any defect a result of normal wear and tear on the fixture and a replacement or replacement parts would be available at cost, depending on factory availability. Please note: most LED fixtures have a 5 year warranty.
  • If the fixture you purchased has been discontinued, it is possible that a replacement fixture or replacement parts may not be available, or that they may be slightly different from the product originally ordered.

How much time do I have to report a damaged fixture?

In order for us to make a claim with the factory, we ask that you report any damage that you notice upon opening your fixture within 14 days of receipt, using the Damaged/Defect Product Claim form linked below. After that period of time, we can make a claim but we cannot guarantee that any replacement parts you may need will come at no charge to you. Please keep in mind that this is only for products that were damaged by the factory or in shipment.

Damaged/Defective Product Claims

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