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How
to Order Dear Customer! We sincerely appreciate your interest in Highland Lighting , and will strive to do everything possible to ensure your satisfaction. We have been filling orders world-wide via the Internet since 1998. You may telephone your order to (502) 224-5018 Monday-Friday between 10:00 AM and 8:00 PM Eastern Time. If for any reason, we are unavailable, please leave a message and we will return your call promptly. We also have a secure web page
order form at We accept payment via Visa, MasterCard, Discover or American Express. If you would like to place an order and pay by check or money order, just mail us the old-fashioned way at:
(Please make checks and money orders payable to Highland Lighting, Inc) Be sure to tell us clearly the items you need (part number, description and quantity), and where you would like the items shipped. Please include a telephone number and/or email address where you may be reliably reached so that we may contact you quickly if necessary.
We have no minimum order, but a first order of $25
is appreciated Our Selection Frankly, we are too small to stock every item we offer on-line, but because of constant requests for those harder to find items, we have included them to try to make available to you the broadest selection of the highest quality crystal possible. We are constantly looking for new sources to broaden our selection even further, so check back periodically if you have not found the prism or part you are looking for. Shipping In-stock items ordered by credit card normally ship within 2 business days, and more often on the same day as order. However, please realize that much of our offering consists of rarely needed items that we may or may not have immediately available in stock, or special order items. These usually ship to you within 7 to 10 business days, though occasionally delays may be encountered beyond our control. Rush orders can be arranged for most items subject to a $100 minimum order, though we would have to pass on any extra charges we incur. Your credit card will be billed only when the items are actually shipped. We will make every effort to notify you if we expect any unusual delay. Orders by check may be subject to a short delay while the check is processed. Please note, there will be a shipping charge of usually $5.50-$12.00 up to 3#, $6.50-$14 for 4#, $7.50-$15 for 5#. Much of the final shipping cost depends on your location, your type of address and type of shipping. We charge no more than our actual cost for shipping with exception of the $5.50 minimum. Shipping will usually be by FedEx Ground or USPS Priority. All shippers now charge by distance. If you are considered a business address, FedEx or UPS are usually very reasonable, though their definitions of a business address have become more restrictive (a storefront in a residential neighborhood is still usually considered residential). If you are in "a remote location" (usually small towns and rural areas) shipping can be much more expensive, except by US Postal Service. Insurance for $100 is included in basic UPS and FedEx shipping. We will add extra insurance to cover higher value orders at the standard rate offered to shippers. We calculate best rate between all our shipping options. An example of when we may use a higher shipping rate option: It turns out that most light weight packages to most US destinations are cheapest and fastest and most reliable overall using USPS Priority Mail. Period. For most shipments, it's as fast as 2nd Day Air by a commercial carrier at or less than the price of commercial ground shipping. And Saturday is considered in that 2 day time frame. Rarely, a ground package to a commercial address in a nearby city may be a few cents cheaper than USPS, but if an order is received late in the day (we have up to five hours later to get USPS out than FedEx or UPS for same day shipping), we may still send by USPS to get your order to you faster. On a late Friday order, that could mean you receiving your order before it could even begin its journey by UPS or FedEx, and it just makes sense to do it that way sometimes. Backorders/Out of stock items If for any reason one or more items is out of stock, we may ship a partial order. The out of stock items will be shipped as soon as possible, and we will pay the additional shipping fees. If a backordered item takes longer than 45 days to fill, we will contact you to make sure that you still need the item before we ship. Privacy All information we receive is kept strictly confidential, we do not sell, rent or otherwise abuse any personal information we receive. That includes your email address and other contact details when you contact us through our web site, fax, letter or phone, but it also extends to our general business practice and all information we receive is used strictly for internal purposes and is not made available in any way to any third party ever. This also means that we will never send you mail or email advertising (spam). All communications will be kept strictly to inform you of order status or to reply to specific inquiries sent to us. Cookies and Site Activity Tracking We do not use cookies. We do occasionally track anonymous website usage to ascertain how we are found on the web, the number of visitors per day, etc. No personal information such as personal names, email addresses etc. are being tracked. Like most standard Web site servers we use log files. This includes internet protocol (IP) addresses, browser type, internet service provider (ISP), referring/exit pages, platform type, date/time stamp, and number of clicks to analyze trends, administer the site, track user's movement in the aggregate, and gather broad demographic information for aggregate use. IP addresses, etc. are not linked to personally identifiable information. Any such information we do acquire is consolidated into a general monthly report and and any specific details noted above are then discarded. Returns We make every effort to provide the highest quality products. There are a large number of available items that we refuse to present to you because we are not satisfied with them ourselves. If you receive an item that is broken or flawed, we will gladly replace it or refund your money. To return an item, please call us within 15 days of the receipt of your order at (502) 224-5018, or email us at info@highlandlighting.com. Please tell us what the problem is so that we can use that information to improve our service or offerings. Returns over $100 or after 15 days of receipt may be subject to a 25% restocking fee. When we receive your return, we will promptly refund your purchase price, less shipping. (We will refund shipping as well if the return is due to clearly demonstrated substandard quality). We can not accept returns of items that have been used, damaged or altered by you. This includes bent pinning, returns of partial crystal chains, etc. Return requests after 15 days will be taken on a case by case basis. We will normally not accept any returns after 30 days, but may, at our discretion, issue a credit that may be applied to future purchases. We ask you to bear in mind that the replacement prisms offered on this web site are the closest matches to the antique traditional prisms that can be found. However, because of variations over the last century or so, and the fact that most of them have been hand cut and finished, the prisms may not be an exact match to your existing antique prisms. Also, please remember that when we use "inch" measurements on European glass, we are only approximating the actual measurements. For instance, a 4" prism may well be 100mm European (3.94"), with miniscule variations due to the fact that the pieces are hand cut and finished. This is not considered a flaw. Please see our page on metric to US conversions at http://www.highlandlighting.com/conversion.htm. Thank you, again! We do appreciate your business! Click to go to our Secure Order Form We also gladly accept telephone and fax orders.
Call us Mon-Fri 10AM-8PM (Eastern). We are
usually
here or available Saturday and Sunday 12PM-6PM, but since weekend shipping
services from Louisville have been all but eliminated as of May 2011, and local
customers are rare, we have not been keeping strictly regular weekend hours.
If you call and miss us and leave a message, we will always return your call.
*
Remember, prism sizes, for measurement purposes, do not include the top bead. Glass
and Crystal Brass
Highland
Lighting
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