We want every order to arrive with the same care that went into selecting it. The information below explains what happens from order confirmation through final delivery.
Order processing and production
Orders are reviewed for payment approval, address accuracy, product availability, and any selected specifications before fulfillment begins.
- In-stock items: typically processed within 1–3 business days.
- Made-to-order, customized, oversized, or backordered items: require the production lead time displayed on the product page or confirmed by our team.
- Business days: Monday through Friday, excluding public holidays observed by the relevant facility or carrier.
Processing time is separate from transit time. Orders containing several products may be ready at different times and may ship separately.
Complimentary worldwide delivery
Noctlight offers complimentary standard door-to-door shipping on every order to destinations currently accepted at checkout. There is no minimum purchase requirement.
Expedited delivery, when available, is optional and priced separately. Contact us before ordering if your project has a fixed installation date.
Estimated delivery timing
| Destination / service | Processing or production | Estimated transit after dispatch | Cost |
|---|---|---|---|
| Contiguous United States · Standard | 1–3 business days for in-stock items; product-specific for made-to-order items | Generally 7–15 business days | Complimentary |
| Alaska, Hawaii, U.S. territories & remote areas | Product-specific | Shown at checkout or confirmed before dispatch | Complimentary where supported; exceptions disclosed |
| Canada & international destinations | Product-specific | Varies by destination, customs, and carrier route | Complimentary standard delivery where supported |
| Expedited service | Production time still applies | Quoted according to destination and item size | Quoted separately |
Delivery windows are estimates, not guaranteed arrival dates. Customs clearance, severe weather, peak-season volume, local restrictions, carrier capacity, and circumstances outside our reasonable control may affect timing.
If we cannot ship within the time promised, we will provide a revised estimate and any cancellation option required by applicable law for the unshipped portion of your order.
Tracking, handoffs, and split shipments
International or consolidated shipments may not show movement until they are transferred to the destination-country carrier. Please allow 2–5 business days after a handoff for a new tracking scan to appear.
Large fixtures, fragile components, or multi-item orders may ship in separate cartons and receive separate tracking numbers. No additional standard shipping charge is added solely because we divide an order into multiple shipments.
Customs duties, taxes, and import fees
Unless checkout expressly states that duties and taxes are included, the recipient is responsible for any VAT, import duty, customs charge, brokerage fee, or other government assessment imposed by the destination country. These charges are not controlled by Noctlight and are not shipping fees.
Customs authorities may request identification, tax information, or payment directly from the recipient. Delays caused by incomplete customs information are outside the carrier's original delivery estimate. Contact us before ordering if you need clarification for a particular destination.
Address changes and cancellations
Email info@noctlight.com as soon as possible if you need to change or cancel an order. Requests received within 24 hours of purchase have the best chance of being completed, but they are not guaranteed.
Once production has started or a parcel has been transferred to a carrier, cancellation or rerouting may no longer be possible. Carrier rerouting, recall, return, or redelivery charges resulting from a customer-requested change may be the customer's responsibility.
Damage, missing items, loss, and delays
Visible damage or missing parts
Inspect all cartons promptly. Report damage, a missing parcel, or missing components within 7 days of delivery. Include your order number and clear photographs of the product, all packaging, the shipping label, and any visible carton damage. Keep the packaging until our team confirms the next step.
Tracking shows “Delivered”
Check the delivery location, household members, neighbors, building reception, parcel lockers, and any carrier delivery photo. Then contact us promptly so we can open or assist with a carrier investigation. Carrier investigations may take several business days.
Delayed tracking
A tracking pause does not always mean a parcel is lost; shipments may wait for customs clearance or the next carrier scan. If tracking has not updated for an unusual period, contact us and we will review the shipment with the carrier.
Delivery access and failed delivery
The customer is responsible for ensuring that a fixture can pass through entrances, elevators, stairs, and interior access points. Oversized delivery may require an appointment, signature, curbside handoff, or customer assistance where full door-to-door placement is unavailable.
If a shipment is refused, left unclaimed, returned because of an incorrect or incomplete customer-provided address, or delayed because the recipient does not complete required customs steps, reasonable return, storage, rerouting, redelivery, and non-refundable carrier charges may be deducted from any refund to the extent permitted by law.
Risk of loss transfers as provided by applicable law. Nothing in this policy limits statutory rights relating to goods that are not received or arrive damaged.
Need shipping help?
Talk with Noctlight Customer Care
For the quickest review, include your order number, delivery postal code, and any relevant tracking details.
Montrose, CO 81401
United StatesThis business address is not a return address. Contact us before returning any item so we can provide the correct authorization and destination.
