Client Support & FAQs: Quotes, Documentation, Shipping, Warranty Routing

Commercial project support FAQs and routing

Quick answer: Stars and Stripes Lighting supports commercial orders end-to-end: quote intake, photometrics, submittals, shipping reliability, closeout documentation, warranty routing, and returns/restocking. Use the sections below to route your request to the correct workflow page and reduce back-and-forth.

Planning note: If you’re still finalizing fixture type, mounting height, optics, or code-driven requirements, start with our buying guides for commercial ceiling lighting systems, high bay lighting layout planning, commercial site lighting, and exit & emergency compliance.

Commercial quote intake checklist showing project and ship-to details, quantities and timeline, electrical and controls requirements, environment rating, and documentation needs.
Commercial quote intake checklist: the fastest way to route your request correctly and reduce revision cycles.

How we route commercial requests

Commercial procurement moves faster when the request is routed to the correct workflow on day one. If you’re not sure where to start, use the hub page. If you already know your need (quote, photometrics, submittals, shipping, closeout, warranty), go directly to the matching workflow below.

Document routing tip: If you need to send schedules, drawings, spec sections, or owner turnover standards, email them to support@starsandstripeslighting.com and include the project name and location in the subject line.

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Quotes and volume pricing

Do you offer volume pricing for commercial projects?

Yes. The fastest path is submitting quantities, ship-to city/state, and any required-on-site date through Quote Intake & Project Routing. That intake confirms configuration, receiving constraints, and documentation requirements before pricing is finalized.

What information do you need to quote a commercial project?

At minimum: ship-to city/state, quantities, required-on-site date (if any), voltage/dimming method, environment rating needs (wet/damp/dust/corrosion), and documentation needs (submittals, photometrics, closeout). Use the checklist on Quote Intake & Project Routing.

How fast can you turn around a quote?

Turnaround depends on scope and completeness of intake. Complete requests (quantities + ship-to constraints + configuration) route faster than incomplete requests that require follow-up. If timing is critical, include a required-on-site date and any bid deadline in your intake request.

Can you quote alternates or “approved equal” substitutions?

Yes, when requirements are clearly defined. Provide the performance constraints (ratings, controls/dimming, optics/distribution, lumen targets, color quality) so proposed alternates remain compliant with the project intent and documentation requirements.

Do you offer net terms or commercial credit accounts?

If your procurement process requires specific payment handling or documentation, include that note in your intake request so we can route the order appropriately. For documentation or special requirements, email support@starsandstripeslighting.com with the project name and location.

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Photometrics and layouts

Can you help with lighting layouts, IES files, or footcandle targets?

Yes. We support photometric deliverables such as IES files (when available), point-by-point grids, and summary results (average/minimum and uniformity) based on your inputs. Use Photometrics to see what to provide.

Photometrics deliverables overview showing IES file selection by configuration and optic, point-by-point grid inputs and outputs, and uniformity metrics for review and approval.
Photometrics deliverables: confirm configuration and inputs up front so IES, point-by-point, and uniformity results match the installed condition.

What do you deliver for photometrics?

Deliverables vary by project, but commonly include IES files when available, point-by-point grids, and summary metrics (average, minimum, and uniformity). If glare/light trespass constraints apply, include them in the request so the layout can be aligned to the site conditions and intent.

What do you need from us to run photometrics?

Typical inputs include mounting height, area dimensions, pole/setback constraints (outdoor), reflectances (indoor when applicable), target light levels, and any special requirements (dark-sky intent, spill control, shielding, or curfews). The intake list is on Photometrics.

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Submittals and documentation

Do you provide spec sheets for contractor submittals?

Yes. Submittal packets typically include cut sheets, listings/certifications, DLC IDs (when applicable), IES files (when applicable/available), and controls notes when required. Use Submittals for the packet checklist and the inputs that prevent rework.

What’s the difference between DLC and DLC Premium?

DLC listings identify products that meet DesignLights Consortium requirements for eligible categories. “DLC Premium” generally indicates higher efficacy thresholds within eligible categories. If your project depends on incentives, the most important step is stating the program requirement at intake so the correct product/configuration and documentation are routed into your packet.

Can you document dimming method and controls requirements?

Yes—when controls are part of the project, provide the controls narrative/spec section at intake so we don’t make assumptions about sequence intent. Controls documentation and related requirements are addressed in Submittals.

How do we lock selectable settings for approval?

If a product has selectable wattage/CCT/optics, include the intended settings in the submittal and keep them consistent through ordering and closeout. This preserves traceability and prevents record mismatches at turnover. See Closeout Documentation for record-ready practices.

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Shipping, receiving, and order status

How is shipping priced for commercial orders?

Shipping method and cost depend on product type, carton counts, destination constraints, and whether the shipment routes parcel or freight (LTL/palletized). For lead-time ranges, freight expectations (appointments/liftgate), and tracking timelines, use Shipping Reliability & Fulfillment.

Do you ship parcel or freight—and when are appointments or liftgates required?

Method depends on carton counts, size/weight, and destination requirements. Freight deliveries may require appointments and can require liftgate service if there is no dock or forklift. Provide receiving hours and access constraints at intake. See Shipping Reliability & Fulfillment.

What lead times should we plan for?

Lead times are communicated as ranges because they’re influenced by configuration confirmation, manufacturer schedules, carrier capacity, and destination constraints. If you have a required-on-site date, include it at intake so staging and shipping method can be aligned early.

When do we receive tracking?

Tracking is issued when the carrier generates it and the shipment is released. Freight visibility may be PRO/status-based rather than parcel scan history. See Shipping Reliability & Fulfillment for expectations.

Can orders ship in multiple boxes or split shipments?

Yes. Split shipments can occur due to multi-SKU availability, multi-origin shipping, or staged project release. If your site requires consolidated delivery, state that requirement at intake so feasibility can be evaluated before release.

Shipping reliability SOP showing tracking timeline, parcel versus freight expectations, and damage or shortage steps including receipt notes, photos, and reporting with order reference.
Shipping reliability SOP: clear tracking expectations, freight vs parcel handling, and documented damage/shortage steps for faster resolution.

What if my order arrives damaged or short?

Documenting exceptions at delivery is the fastest path to resolution. Note visible damage or carton count discrepancies on the delivery receipt before signing, take photos (packaging + labels + product), and report promptly with the order/PO reference. Follow the SOP on Shipping Reliability & Fulfillment. If the issue appears to be a functional defect (not freight damage), use Warranty Claims.

How do I check order status?

Email support@starsandstripeslighting.com with the order/PO reference in the subject line. If freight is involved, include the ship-to contact and receiving hours so updates can be routed correctly.

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Returns, restocking, cancellations

How do returns and restocking work for commercial orders?

Returns often require authorization and may route to the manufacturer. Restocking fees may apply depending on manufacturer policy and product condition. For the process, documentation, and routing, use Returns & Restocking.

How do I cancel or modify an order?

For time-sensitive changes, contact support immediately with your order/PO reference. Email support@starsandstripeslighting.com or call 800-357-6860. If an order has already released to fulfillment, modification options may be limited.

What happens if an item is on backorder?

Backorders can occur when availability changes or configuration confirmation reveals constraints. When a constraint is known, we provide options such as waiting, splitting shipments, or reviewing acceptable substitutions (when the project allows). See Shipping Reliability & Fulfillment.

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Warranty claims and troubleshooting

Does my product have a warranty?

Most commercial fixtures carry manufacturer-backed warranty coverage. The fastest routing occurs when the claim includes order/PO reference, product identification/configuration, issue description and timeline, and photos of labels + installation context (plus controls details when applicable). See Warranty Claims for the intake checklist.

Warranty claim intake checklist showing order or PO reference and ship-to, product identification and configuration, issue description and timeline, label and installed-context photos, and controls details when applicable.
Warranty claim intake checklist: include the order reference, label photos, installed context, and controls details to route claims without delays.

How do you handle DOA or early-life failures?

Document the order/PO reference, affected quantity, label photos, and installation context. If controls are involved, include the dimming method and any sensor/controller details so triage can determine whether the issue is product, controls, installation, or environment related. Start with Warranty Claims.

Is flicker always a warranty issue?

Not always. Flicker and dimming instability are often tied to controls compatibility, wiring conditions, or commissioning/settings. Include controls context so the claim can be routed correctly. See Warranty Claims.

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Accounts, payments, and tax

Do you charge sales tax?

Sales tax is calculated at checkout where required by law based on ship-to location and order details. If your organization is tax-exempt, email your exemption documentation to support@starsandstripeslighting.com so it can be applied according to the applicable process.

What payment methods are accepted?

We accept major credit cards. If you have a large commercial order or procurement requirements (documentation, staging, or special handling), include that note in your intake request so the project can be routed appropriately.

Is my information secure?

We collect and use limited information to quote, document, fulfill, and support commercial projects—and we do not sell personal information. For details on access limitation, purpose limitation, retention, and rights requests, see Commercial Privacy & Project Data Standards.

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Buying guides for specification and planning

If you’re early in the process and still confirming fixture types, light levels, distribution, or compliance requirements, these guides help you lock scope before requesting quotes, submittals, or photometrics.

Routing tip: If a guide answers your scope question, you’ll get a faster quote by including the final selection (fixture type, mounting height, voltage/controls, and environment rating) in your Quote Intake.

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If you’re routing a project request, use these workflow pages to reduce revision cycles and speed turnaround:

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Additional resources

Need technical guidance or documentation references for your team?