Shipping & Returns

We hope you enjoy your online shopping experience with Dylux. Please read below for more information about our shipping and returns policies.

Order Processing

For contiguous U.S. orders, processing time can take 1 to 2 business days.

Shipping

Dylux offers a variety of shipping methods listed below, including free ground shipping on many of our products. Any items that qualify for free shipping will be identified on the product listing page. Shipping times are based on business days (Monday to Friday), excluding holidays and weekends. Depending on your order, your purchase may arrive in multiple packages. For orders valued at $200 or more, a signature may be required; to waive this, contact a representative at 1-800-831-9889 as soon as possible.

Please note that not all items are eligible for two-day or one-day shipping due to factors such as size, weight, hazardous materials, or delivery address.

Please note that packages cannot be rerouted once they have been shipped.

We will ship replacements for orders affected by shipping errors or damage during shipment via ground shipping, and these cannot be expedited.

Shipping damage must be reported within 14 days of delivery. Photos of the damage, the shipping label, and the outer box must be provided to process a shipping damage claim.

We understand that you may often desire professional installation. However, we strongly suggest that you wait until you have received and verified the condition of your order before scheduling any work using your new Dylux products. While we strive to provide the highest quality products and expect a high level of service from our third-party carriers, we recognize that products or specific delivery methods may not meet our standards or quoted delivery date. Due to potential unforeseen issues, we cannot be held responsible for delays in scheduled work.

For customers in the local area who wish to pick up their orders from our warehouse, please refer to our Will Call Policy.

Continental U.S.

Ground:
Most Dylux products qualify for free ground shipping and take 3 to 5 business days.

Two-Day:
Two-day shipping is available for orders shipped within the 48 contiguous United States and processed the same day if placed by 12:00 p.m. PST on a business day or the next business day if placed after 12:00 p.m. PST.

One-Day:
One-day shipping is available for orders shipped within the 48 contiguous United States and processed the same day if placed by 12:00 p.m. PST on a business day or the next business day if placed after 12:00 p.m. PST.

All orders require a valid street address; expedited orders cannot be sent to P.O. boxes and, as noted, not all items are eligible for two-day or one-day shipping due to size, weight, hazardous materials, or delivery address.

Please note that freight returns incur a $500 charge for delivery and return transportation ($250 each way).

Other freight delivery charges are listed below:

Deliveries to remote areas may incur additional costs of up to $50 to $270.
Deliveries to limited-access areas (such as schools or churches) will incur additional costs starting at $50.
Deliveries that require a change of address or rescheduling will be subject to storage fees ($20 per day) and/or rerouting fees ($75 to $300).

International

Depending on where you are located, Dylux may be able to ship your order internationally. Please email your address to us at support@dylux.com so we can check rates and service availability. International orders may take 5 to 7 business days to ship.

Returns

Dylux strives to ensure that your shopping experience is exceptional, even for returns. We understand that you may decide to return your purchase for any reason.

For new, undamaged, and unmodified products, Dylux offers a 30-day refund policy. Products returned after 30 days require special authorization. Any return submitted for a refund incurs a 15% restocking fee and return shipping costs borne by the customer. If a product is modified, Dylux will not accept it for return, as modifications void our warranty; if you send us a modified product for a refund, we will return it to you at your expense.

Please note that Dylux will waive the restocking fee and cover the shipping costs of returned items for the following reasons: carrier damage, defective products, products inconsistent with advertisements, incorrect products, or extra products you did not order. Otherwise, customers are responsible for shipping and restocking fees.

Dylux values its customer relationships. Therefore, we offer a brief explanation of our restocking fee. All returned items must be inspected and tested by our Technical Support and Engineering departments for performance and continuity before they can be restocked for sale. This fee is not a simple handling fee but an attempt to cover labor costs involved in processing returns.

Replacements

Please contact our Technical Support at support@dylux.com or 1-877-553-9589 if you encounter any issues with your product. Our representatives will assist you in troubleshooting, and if the product is damaged due to the manufacturing process or our shipping, you will be eligible for a refund or replacement. If a replacement is needed, we will arrange return shipping for the defective product and ship the replacement once it has been received and inspected. If damage results from improper handling during setup or installation—whether by a professional or the customer—the product is no longer eligible for replacement or refund.

For damage during transit, please notify us immediately. It is important to open packages to ensure their contents arrived safely. We cannot honor damage claims submitted after 21 days due to FedEx’s claims policy. Photos of the damage, outer packaging, and label are required and should be submitted to support@dylux.com.

Please email support@dylux.com or call us at 1-877-553-9589 if you have further questions.