Policies
Shipping & Returns.
Free shipping on every US order. Straightforward returns. No runaround.
Free
US Shipping
On every order, no minimum required
14 Days
Return Window
From the date of delivery
1 Day
Response Time
We reply to every support request within one business day
Shipping
Ships from the US. Always.
All orders ship from our US warehouse. Processing takes 1–2 business days before your order leaves our facility. Tracking is provided via email once your shipment is confirmed.
| Method | Carrier | Estimated Delivery | Cost |
|---|---|---|---|
| Standard Shipping | UPS / FedEx | 5–8 business days | Free |
| Expedited Shipping | UPS / FedEx | 2–3 business days | Calculated at checkout |
| Overnight Shipping | UPS / FedEx | Next business day | Calculated at checkout |
Damaged in Transit
Arrived damaged? We'll fix it.
Carrier damage happens. Here's exactly what to do — we'll handle the claim so you don't have to.
Document the damage
Photograph the packaging and the fixture before moving anything. Clear photos from multiple angles — including any damage to the outer box — are required to file a claim.
Contact us within 48 hours
Email hello@ibexlights.com with your order number and the photos. Damage claims submitted after 48 hours of delivery may not qualify.
We handle the rest
We'll file the carrier claim on your behalf and arrange a replacement shipment. You won't be held responsible for transit damage to your order.
Returns
14 days. No questions asked.
Not the right fit? Return it within 14 days for a full refund. The process is five steps and takes about 60 seconds to initiate.
Email Us
Send your order number and reason to hello@ibexlights.com
Get Approved
We'll reply within 1 business day with return authorization
Pack Securely
Use original packaging. All accessories and documentation must be included
Ship It Back
Drop off at any carrier location. We'll send you the label
Refund Issued
Processed within 3–5 business days of receiving your return
Eligible for Return
- Unused fixtures in original condition
- Original packaging intact
- All accessories included
- Returned within 14 days of delivery
- Defective units (any timeframe)
Not Eligible
- Used at any event or gig
- Missing original packaging
- Physical damage not caused in transit
- Returns initiated after 14 days
- Custom or special-order items
Exchanges
Wrong item? We'll make it right.
We stand behind every order. If something is wrong on our end, we fix it at no cost to you.
Wrong item or defective unit
If we shipped the wrong product or your unit arrived defective, we'll send a replacement at no cost. Email us with your order number and we'll arrange the exchange immediately.
Upgrading your order
Want to swap for a different configuration? Return your original order for a refund and place a new order. We don't process direct exchanges for preference changes, but we make the return process as fast as possible.
Questions?
We respond within one business day.
Mon–Fri, 9am–6pm CST