FAQ

What do I do if I purchased the wrong product by mistake?

SunLake Lighting will allow you up to 45 days to return an item you accidentally ordered. To initiate a return, you must contact our Customer Service team. Refer to our Return Policy for complete details.

Help! There are problems with my delivery (late, damaged, missing items, wrong order received).

We’re very sorry for any problems you encounter with your order.

Please note, if you ordered a SunLake Lighting product on Amazon, you should contact Amazon Customer Service at 888-280-4331.

If you ordered on our website, eBay, or another online marketplace, contact our Customer Service Team so they can review your order.

If you have received the wrong item in your order, return the incorrect item after speaking with our Customer Service Team. Once your returned item is received and inspected, we will send you a replacement or a refund.

If you must return a product for any reason, contact our Customer Service Team to begin the process and refer to our Return Policy for details.

I have a question about an order I placed on another sales channel besides the SunLake website (Amazon, eBay, Walmart, etc.) and have a question about my order.

If you ordered a SunLake Lighting product on Amazon, contact Amazon Customer Service at 888-280-4331.

If you ordered on our website, eBay, or other online marketplaces, you may speak to someone on our Customer Service Team.

Can I change my delivery or shipping address?

If you ordered a SunLake Lighting product on Amazon, contact Amazon Customer Service at 888-280-4331.

If you ordered on our website, eBay, or other online marketplace, contact our Customer Service Team.

What bulk buy or discounts do you offer for high-volume customers?

SunLake does offer bulk buying options to qualifying customers. Contact our Customer Service Team who will ask you to provide details about your intended purchase. A SunLake Lighting sales representative will work with you to determine eligibility and complete your order.

Does SunLake match competitors’ prices?

At this time, there is no price match guarantee. SunLake endeavors to maintain competitive price points on all its products. Any price variance you see may be attributed to a strategic promotion.

What’s the best way to correct a mistake on an order I just placed?

Contact Our Customer Service Team. They will help you cancel your incorrect order and place an order with the correct products. Make sure to have your order number ready so our team members can quickly assist you with this request.

What is SunLake’s refund policy?

Click here for SunLake’s full Return Policy with details about refunds. Refunds can take 3-5 business days to process.

What is the process to receive a refund?

We will inspect the item you’ve returned. We will then contact you with details regarding the approval or rejection of your potential refund. Denied refunds occur on a case-by-case basis.

Your refund will be processed as a credit applied to your credit card or original method of payment. Remember to return the item in its original packaging in new and unused condition with all accessories.

Please Note: Original shipping charges will only be refunded when the product return is the result of a SunLake Lighting error. Remember to contact the Customer Service Team prior to returning your product.

How long will it take to receive a refund for a return?

Once your return has been approved, your refund will be processed, and a credit will be applied to your credit card or original method of payment. This usually takes 3-5 business days.

If you have already been approved for a refund, but have not yet seen it reflected on your statement, remember that banks and credit card institutions often take time to process a refund before the amount is officially posted to your account. Contact your financial institution or credit card company as it is most likely your overdue refund is caused by a delay in posting. If you have already done that, contact us.

Does SunLake charge a restocking fee?

A 20% restocking fee is only applied if you ordered the wrong product. In that case you would also be responsible for the shipping costs to return the item and for the new item to be shipped to you.

If you received an incorrect item in your order, and SunLake Lighting delivered the wrong item to you, there will be no restocking fee for the return within 45 days of purchase. We will send you the replacement item with no shipping cost applied.

What is your full Warranty Policy?

SunLake Lighting offers both a five- and a ten-year limited warranty. Refer to the SunLake Lighting Warranty Policy for details.

Do I need to register my product(s) to claim the warranty?

SunLake’s five-year warranty applies to all products and does not require registration. In order to qualify for SunLake’s ten-year warranty, registration is required. You may refer to the SunLake Lighting Warranty Policy for details.

Does SunLake offer free shipping?

SunLake Lighting offers free shipping on all domestic orders.

Does SunLake offer order tracking?

If you ordered a SunLake Lighting product on Amazon, contact Amazon Customer Service at 805-372-1867 for all tracking questions.

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If you ordered on our SunlakeLighting.com website, you should have received a tracking email with details about your shipment. If you need further assistance contact Customer Service.

If you ordered on eBay, or another marketplace where SunLake Lighting products are sold, please contact our Customer Service Team and we will help you track your order.

Do you ship orders to Alaska, Hawaii, or international destinations?

As of the writing of this FAQ SunLake only ships to the contiguous 48 states in the US.

Can I ship to a P.O. Box?

No, SunLake partners with carriers that do not deliver to PO or APO boxes.

What payment methods does SunLake accept?

SunLake Lighting processes digital payments on this website through a vendor that accepts the following for payment: Visa, MasterCard, American Express, and Discover. We can also accept PayPal.

If you purchase on our Amazon store, you have access to Amazon checkout, which also offers a wide selection of credit, debit, and ACH payment options.

How does SunLake protect my credit card information?

SunLake Lighting’s ecommerce website is PCI compliant. That means your credit card information is handled in a secure manner to help reduce the likelihood that your sensitive financial data ends up in the wrong hands. PCI compliance with the PCI Security Council Standards is a requirement for merchants who accept credit cards and SunLake Lighting takes this responsibility very seriously.

What does SunLake do with collected customer information? Does SunLake sell customer data to third parties? 

We strongly advise you to review our Privacy Policy here.

How can I place an order for SunLake products?

You can log into your SunLake Lighting account on our website.

SunLake Lighting also sells products on other sales channels, with varied products on each marketplace, including:

  • Amazon

  • Walmart

  • eBay

Can I change my account password?

Yes, change your password easily by clicking on “forgot your password” from the Account Login Page and providing the email address associated with your account. We will send you an email to reset your password.

What if I forgot my password and cannot login to my account?

Click on “forgot your password” on the Account Login Page. Then provide the email address associated with your account. We will send you an email to reset your password.

I am a high-volume customer or distributor. How do I submit a bulk buy or volume discount request?

You can contact our Sales Team regarding bulk buying inquiries for high-volume customers and distributors.

Does SunLake charge sales tax?

Yes, SunLake Lighting will apply applicable sales tax to orders, unless you have tax exempt status.

If you do hold some kind of tax exempt status, you must submit your tax-exempt certificate to SunLake via email to: [email protected] attached as a .PDF file. Be sure to include your account details and company name in the email, so our team can quickly assign your tax-exempt status to your account.

Can I use my own/my company UPS or FedEx account number?

Yes, high-volume customers can provide UPS or FedEx account numbers for shipping purposes.

What type of payment terms do you offer?

SunLake offers COD payment terms. At this time, we do not offer lines of credit.

Does SunLake accept purchase orders?

Bulk buying or high-volume customers can provide purchase orders.

Does SunLake offer test products?

SunLake offers test products to its Bulk Buy customers. Email us at [email protected] to provide details about the quantities you wish to purchase. A SunLake Sales representative will be in touch to help you. You can discuss the options available to you regarding test products at that time.

What is your full Warranty Policy?

SunLake Lighting offers both a five- and a ten-year limited warranty. Refer to the SunLake Lighting Warranty Policy for details.

Do I need to register my product(s) to claim the warranty?

SunLake’s five-year warranty applies to all products and does not require registration. In order to qualify for SunLake’s ten-year warranty, registration is required. You may refer to the SunLake Lighting Warranty Policy for details.

Bulbs

What do i do if my bulb doesn’t work?

SunLake Lighting stands by its high-quality products with industry-leading warranties. However, before contacting SunLake customer service about a faulty bulb, we highly recommend you do some basic troubleshooting first. 

  • Check the bulb - Sometimes a poor contact between the base of the bulb and the fixture can cause problems with the flow of an electric current. Make sure your bulb is firmly tightened in the light socket. A corroded screw base can also inhibit proper contact.

  • Check the bulb in another compatible light fixture that you know is working.

  • Check the fixture - Remove the bulb and replace it with a bulb that you know works in a similar fixture. If this bulb works, it’s possible the first bulb is at fault though it could also be one of the following reasons:

  • Dimmer compatibility - It’s possible that the dimmer you’re using is not compatible with SunLake’s bulbs. If you try multiple bulbs from Sunlake in the fixture and they all behave the same way, it may be the dimmer and not the bulbs that is the problem.

  • Timers, photo controls, and occupancy sensors -  There are likewise many different kinds of lighting add-ons that may or may not function properly with SunLake’s bulbs. 

If all the troubleshooting fails, contact SunLake customer service and we’ll work with you to resolve the problem.

What do Damp and Wet rated mean?

The words “damp” and “wet” in our product tech specs refer to acceptable moisture ratings. The ratings are meant to promote safe installation of SunLake products. Damp rated products can withstand some moisture and can be installed in a bathroom where the air can be more saturated with moisture than other parts of the house but should not be installed outside where they can come in direct contact with rain or other heavy moisture. Wet-rated items can be used outdoors.

My lights pop on to a bright level instead of turning on normally. What do I do?

This can sometimes be an issue with the dimmer switch. The dimmer cannot always be turned on to the lowest level first. Instead, slide the dimmer switch above the minimum level, then turn on the light. You can then reduce the light to a minimum level by lowering the slider.

Why are my LED lights flickering?

LED bulbs can flicker or buzz when the current isn’t constant. There are several troubleshooting steps you can take if you are experiencing a flickering light:

  • Check the bulb - Sometimes a poor contact between the base of the bulb and the fixture can cause problems with the flow of an electric current. Make sure your bulb is firmly tightened in the light socket. A corroded screw base can also inhibit proper contact.

  • Check the fixture - There may be a loose wire or connection in your light fixture. Select another bulb of the same type (one that is working properly elsewhere), then test it in the same socket/fixture.

  • Check dimmer compatibility - Buzzing or flickering may indicate that the dimmer is not compatible with the light bulb.

  • Other appliances - Make sure that any fans or other high power drawing appliances are not connected to the same circuit as your LED light bulbs.

Why are my LED lights buzzing?

Buzzing LED lights can indicate several possible problems:

  • Check the circuit - If you are running multiple lights on the same circuit, it is possible that you need to disconnect some to not overload the circuit. 

  • Check dimmer capacity - For multiple LED bulbs attached to a dimmer, verify the wattage supported by your dimmer. Removing some bulbs from the dimmer circuit may solve the problem.

  • Check dimmer compatibility - For best results, use an ELV (electronic low voltage) LED dimmer.

  • Mixed bulb types - Avoid mixing traditional and LED style bulbs in the same light fixture. Traditional bulbs such as incandescent, halogen, or CFLs use more power than LEDs and this can sometimes cause a varying current so that the LED won’t function properly.

NOTE: SunLake’s bulbs are FCC certified. The buzzing you hear is not due to radio interference.

Are SunLake’s LEDs dimmable?

Many of the SunLake LED bulbs and lamps are dimmable. The product descriptions and technical specifications for each individual product will include that information for your reference.

Which dimmers are compatible with your lights? Do you sell Dimmers?

There are many types of dimmers available on the market that will function with SunLake Lighting’s LEDs, but SunLake Lighting does not sell dimmers. 

What do I do if SunLake’s lights aren’t working properly with my dimmers?

There are a few steps you can take to troubleshoot this:

  • Select another bulb of the same type (one that is dimming properly elsewhere), then test it in the same socket/light fixture. If this second bulb doesn’t work it could mean there are loose wires in your fixture or the dimmer itself may not be working properly.

  • If you are experiencing a buzzing or flickering light, this indicates that the dimmer is not compatible with the light bulb. For best results use an ELV (electronic low voltage) LED dimmer.

  • If your product is under warranty, and the problems with dimming are not resolved by the preceding steps, contact SunLake customer service. It helps to provide a photo of the product or a video. That way we can quickly help you verify the issue and how we can resolve it.

Can you save energy with modern dimmers and dimmable LEDs?

Yes, dimming a dimmable LED bulb can save energy with the use of modern dimmers. Many dimmers on the market can deliver reduced energy consumption when the brightness is lowered. When you dim a bulb you are reducing the flow of electricity to it. Like a traditional incandescent bulb, if an LED bulb draws less power, it consumes less energy.

What does “daylight” refer to in terms of SunLake’s light bulbs?

The term “daylight” when referring to an LED bulb has to do with the color temperature. SunLake’s daylight bulbs have a color temperature of 5000K, which is akin to the color of natural sunlight. A traditional incandescent bulb has a color temperature of somewhere around 2700K, what we refer to at SunLake as “soft white.”

SunLake offers lights in various color temperatures to best complement your space. 

Does SunLake sell waterproof bulbs?

Yes, some of the LED products in our inventory are Wet rated and suitable for use outdoors. Contact customer support for more details.

How long do LEDs really last?

LEDs have a long lifespan especially when compared to traditional incandescent light bulbs and fluorescent light tubes. Some can last up to 50,000 hours. Each SunLake Lighting product includes the lifetime hours in our technical specifications. You’ll also find it in the standard Lighting Facts Label for each bulb. Check out our article linked above for more details about LED longevity. 

What is an integrated LED fixture?

Integrated LEDs mean that the LED is included as part of the light fixture rather than the bulb being separate from the fixture itself. SunLake’s 4” or 5 / 6” retrofit downlight fixtures are integrated: the LED light sources are built into the fixture unit. Installing one of these in an existing can is an example of an integrated fixture, where as installing one of SunLake’s BR30s into a recessed can is not.

What are LED retrofit kits?

Retrofit LEDs are replacement bulbs or downlights that fit into existing light fixtures. They are typically a replacement for outdated traditional bulbs. SunLake Lighting offers various options for retrofit downlight kits. Click here for more details.

What trim styles does SunLake offer for retrofit downlights and what is the difference between them?

We offer two types of trim styles for retrofit downlights:

  • Smooth – the slick nature of this trim style is designed to maximize beam spread for your recessed lights due to its smooth and reflective surface.

  • Baffle – the uniformed groove texture on our baffle trim style helps minimize glare and creates a softer, more diffused light beam.

Are any SunLake LED retrofit downlights (that fit inside existing recessed cans) adjustable to fit different can sizes?

Yes, SunLake Lighting offers adjustable LED retrofit downlights that fit in 5” and 6” cans Additionally, you can fit our Disk Downlights in either 5” or 6” cans or with a 4” or 6” J-Box.

What’s the difference between a junction box and a recessed can?

  • What a can and junction box are designed to do:
    Junction boxes (J-boxes) are designed to:

    • Protect, secure, and enclose wiring from physical damage

    • Provide a place to mount light fixtures

    • Prevent live wires from accidental contact with device wiring

  • Recessed cans work like j-boxes and are designed to:

    • Include an enclosed, complete housing (the housing/can itself)

    • Provide a place to mount light fixtures

    • No wire leads extend outside of it, unless contained inside wiring conduit, such as in our remodel or new construction Cans.

  • SunLake Lighting recessed cans and downlights:

    • New construction – Designed to be surrounded by insulation in a ceiling when they are IC rated like those offered by SunLake Lighting. They are installed into framing during new construction or new build out of a building prior to installing drywall and ceiling materials. Does not include an LED light. SunLake Lighting’s fixture does include a J-box.

    • Remodel – Inserted into ceilings that are already installed. Remodeling clips secure the can in the roof or overhead joist space into ceiling drywall or plaster. Does not include an LED light. SunLake Lighting’s fixture does include a J-box.

    • Slims (with J-Box) – Offers a thin profile for remodeling or in tight ceiling spaces, such as beside joists. Some of SunLake Lighting’s slims fit within a 2” minimum height clearance. The come with a metal J-box. Typically secures with spring brackets in the ceiling.

    • Disk downlights – While the disks are similar to the slim fixtures in many ways, they differ mainly in that they do not come with an integrated J-box. SunLake’s disks can be directly wired to a junction box but also include metal wire brackets to install in a can. They can also be installed directly to the ceiling.

    • Retrofit downlights – These are fixtures with integrated LEDs that can be installed in existing 4-, 5-, or 6-inch cans. They are typically secured with a metal “V” shaped spring that goes into brackets on the inside wall of the cans. Some are adjustable between 5” and 6” cans by modifying the placement of a screw to fit.

NOTE: Electrical regulations may vary by region. SunLake recommends you speak with a qualified, professional electrician or contractor to confirm requirements regarding your installation.

What are Single Ended Power (SEP) tubes?

Unlike outdated fluorescent bulbs that are dual end powered (DEP), SunLake Lighting LED T8 Tubes use single ended power (SEP). This refers to how the electrical current runs through the tube. 

DEPs tend to use shunted tombstones or sockets to hold a fluorescent tube in place. When you switch to T8 LED Tubes (SEP) from traditional tubes, you may need to change the sockets to non-shunted tombstones. It depends on how your current light fixtures are wired. You can check out our article on upgrading your fluorescents to LED here.

Do you include cables with your shop lights to link them together and do you sell them separately?

All the shop lights SunLake offers are linkable and include the necessary cables. At this time, we do not supply longer cables or sell them separately.

How many LED shop lights can be linked together?

Each SunLake Lighting LED Shop Light will link up to a certain number of lights on a single power source.

LED Utility Shop Lights (Frosted or Clear)

You can link up to 4 LED Utility Shop Lights together on a single power source.

LED Shop Light, Industrial

You can link up to 4 LED Industrial Shop Lights together on a single power source.

My LED T8 Tubes won’t work. Can you help?

Yes! We’ve collected some troubleshooting solutions to common problems our customers have encountered. We recommend trying these solutions before calling customer service:

  1. Ensure you bypass the ballast (or remove it) for optimal performance and energy savings. A qualified electrician should perform any retrofitting. The LED T8 Tube will connect directly to the voltage line flowing into the sockets in the live tombstone. The second tombstone acts as a stabilizer to hold the tube firmly in place (no electricity flows through that side).

  2. Ensure The bi-pin end of your linear lamp tube (G13 in this case) is then secured on a tombstone in the slot between the metal contacts and conveniently placed plastic supports. This is the same for each type of socket.

  3. Note that the grooves on the side of the socket fit differently on separate lighting fixtures. Be sure to make note of where the grooves fit on your particular light fixture before beginning the retrofit process. These grooves are designed to slide your tombstone into the right position on the fixture.

  4. SunLake LED T8 Tubes (SEP) require non-shunted tombstones. The electrical current flows through multiple tracks/paths in these sockets. Their contacts are not connected/joined. That means that if you use our LED T8 Tubes with a shop light with a ballast and shunted tombstones, the tube may become unusable.

What is the difference between shunted and non-shunted tombstones for an LED T8?

Tombstones are sockets used to hold the light tube into place and direct the power. The electrical current flows through multiple tracks/paths in non-shunted sockets. Their contacts are not connected/joined.

Non-Shunted Tombstones (required for SunLake’s LED T8s)

  • Contacts are isolated (with 2 tracks for the electrical current to travel)

  • Single-sided / Single Ended Power (SEP)

  • Bypass the ballast or remove the ballast

Shunted Tombstones

  • Contacts join in one path

  • Double-sided (DEP) – both ends of the tube are powered

  • Ballast included

Are LED T8 Tubes ballast bypass compatible?

You need to bypass the ballast and use non-shunted tombstones for our Type B T8 LED Tubes to work properly.

What size are LED T8 Tubes? Do they fit in a fixture designed for T12?

The same G13 bi-pin connector can be found on both T8 and T12 LED Tube lights. The T8 LED tubes SunLake Lighting sells are approximately 1.12” in diameter. An average T12 is about 1.5” in diameter. The same connector means that you can theoretically use a T8 LED Tube to replace a fluorescent T12 tube light, as it should fit in the socket.

Note: Fluorescent T12s have been discontinued. Read more about that in our article here.