Frequently Asked Questions

About the company, the products, and how buying from us works. Product-specific technical questions live on the category pages — section 06 explains where to find them. The short version: SuperLightingLED is an online store with over a thousand models on the shelf and a factory behind them — standard orders such as accessories and controllers leave within 24–48 hours, LED strip orders follow the production lead time shown on the product page, and the awkward ones still get built.

18 people are dedicated to your order
Sales engineers, test engineers and packing staff. A named person owns it end to end.
1 business day
Typical reply to any email, including quotations.
Lifetime support
Technical help never expires, whatever the warranty status.
01 — FAQ

The company

Who you are actually dealing with.

Who is SuperLightingLED?

An LED lighting manufacturer and supplier, trading online since 2012. Eighteen people work between your enquiry and your parcel leaving — sales engineers who answer pre-sales and after-sales questions, test engineers who check what you ordered, and packing staff who prepare the shipment. Production is a separate operation again, with dozens of operators across the shifts running the SMT lines, extrusion, assembly and QC. Not a trading office forwarding your email to somebody else: we hold the stock, we run the lines, and the person who answers you can walk to the shop floor. More on about us.

Do you have your own factory, or do you resell?

Both, deliberately. We run our own SMT pick-and-place lines, reflow, assembly and soldering stations, plus test equipment — integrating sphere and colour measurement, ageing racks, IP and continuity testing. For components we do not make ourselves we buy direct from factories we have worked with for over a decade. That mix is why we can change a specification instead of quoting from a list.

Do you hold real stock?

Yes — over 1,000 models in our own warehouse, not a drop-ship listing. If the site shows it in stock, it is on a shelf our own staff can reach, which is why standard orders such as accessories and controllers leave within 24–48 hours.

Are you an authorised distributor for the brands you sell?

For several of the control and LED driver brands, yes — we hold global distribution rights. That means genuine product rather than parallel imports, factory warranty support behind it, and distributor-level pricing that we pass through instead of marking up a second time.

Who are your customers?

Mostly small and mid-size businesses: lighting contractors, sign makers, cabinet and furniture builders, equipment manufacturers and systems integrators. We have also supplied into projects for some very well-known global brands — we do not print their logos here, because a supplier who advertises one client’s name will advertise yours. References for a tender can be arranged within what we are permitted to share.
02 — FAQ

Product and quality

What happens to a product before it reaches you.

Is every product tested before shipping?

Yes. Products are aged and tested for 3+ hours before packing — not sampled at the far end of a supply chain, but run on our own ageing racks here. Custom assemblies are additionally checked line by line against your confirmed build sheet and powered up before they are boxed.

How is it packed?

Reinforced cartons with foam protection. Reels are protected against crushing, and terminated assemblies are coiled and secured so the LED strip connectors cannot take the load in transit. Transit damage is rare as a result — and when it does happen, section 4 of the shipping page explains exactly what to do.

What certifications do your products carry?

All products are RoHS compliant. A subset carries UL or ETL certification — those also carry a longer warranty. If your project needs a specific certificate for a tender or a building submission, ask before ordering and we will tell you exactly what documentation exists for that model.

Will two orders of the same product match?

Within normal binning tolerance, yes — but LED chips are sorted into bins and adjacent bins differ slightly, so a continuous run should come from a single batch. Tell us at the time of ordering that it is one continuous installation and we reserve the batch. It cannot be corrected after the fact. For a reorder years later we hold the exact original specification on file.

What warranty do I get?

1 year on standard products, 3 years on UL/ETL certified products, 5 years on selected brand products, and lifetime technical support regardless. Full scope, exclusions and the claim process on the warranty page.
03 — FAQ

Why buy from us

The honest version, including where we are not the right choice.

What do you do that a marketplace seller does not?

Three things. We hold the specification of every order, so a reorder in year five matches year one. We build to your drawing — cut lengths, fitted LED strip connectors, assembled kits — as routine work rather than as a favour. And we tell you when your specification is wrong before taking the order, because a failed installation costs us more than one declined order.

Is it cheaper to buy direct from you?

Usually, for anything past a single reel — there is one margin in the chain instead of two or three, and on brands where we are the authorised distributor there is no importer’s markup on top. Published quantity breaks apply automatically at checkout, and volume is quoted individually. See trade pricing and samples.

Can I try before committing?

Yes — the sample is free, you cover freight at cost, one per customer. Holding the actual LED strip light settles a colour-temperature argument faster than any spec sheet. A new project always counts as a new request.

Can you build to my exact specification?

That is most of what we do. Specific cut lengths, your LED strip connector part number factory-fitted, custom silicone extrusion, moulded end caps with side cable exits, assembled and tested kits, private label. See custom orders for the full process and a real example.

When are you not the right supplier?

If you need a handful of metres delivered tomorrow, a local distributor will beat us on speed. If you need a rating or a certification we do not make, we will say so rather than take the order. And if a run length or an IP class in your plan will not perform, we will tell you before you pay — sometimes that conversation ends in us not selling you anything.
04 — FAQ

Ordering and payment

Is there a minimum order?

No minimum on standard stock products. Custom builds have a practical minimum that depends on the work involved — a cut length has none, a custom silicone extrusion has tooling behind it. Ask and we will give you the honest number for your job.

What payment methods do you accept?

PayPal — which covers cards, Pay Later and Venmo through its own checkout — and bank transfer / wire transfer worldwide, except to sanctioned countries. We do not accept Western Union, and there is no separate third-party card gateway. Card details are entered on PayPal’s systems and never reach ours.

Which currencies can I pay in?

The store displays and charges in USD, EUR, GBP, CAD and AUD — switch currency from the selector at the top of any page. Quotations are issued in whichever of the five you ask for. Your card issuer or PayPal handles any conversion from those, so there is no second conversion margin added by us.

Do I need an account?

Yes. Checkout needs an account — sign in, or create one in about a minute at the first step. It keeps your addresses and order history, and quoting an old order number is the fastest way to reorder a custom build exactly as before.

How long before my order ships?

Standard orders such as accessories and controllers leave within 24–48 hours; orders with LED strips follow the production lead time shown on the product page, and if none is shown our team will confirm it. Cut lengths and terminated assemblies add production time — typically a few days, longer for large runs. Custom production time is agreed with you before you pay: it may be 1 day, it may be 30, and we tell you which.

Can I change or cancel after ordering?

Before dispatch yes, provided production has not started on a made-to-order item. Once a custom assembly is in production it cannot be cancelled — it is built for one buyer and cannot be resold. Full terms in the terms of sale.

Can you invoice my company / provide a proforma?

Yes — proforma invoice, commercial invoice, packing list, certificate of origin. Tell us before dispatch if your broker or finance team needs a specific format.
05 — FAQ

Shipping and customs

Summary only — the shipping page has the full detail and its own 16-question FAQ.

How much is shipping?

Free over $299 to most destinations. Below that it is calculated at checkout from actual weight and destination: economy post starts around $8–$10, DHL and UPS Express around $35, the duty-paid LED aluminium channel around $50. Always include a phone number — DHL and UPS will not accept a booking without one.

How fast is delivery?

Express is typically 3–5 days; economy post 7–12. A parcel leaving here by 5pm can reach California the next day, with the US Midwest about 2 days behind that and the East Coast 2–3. Smaller towns and rural addresses add 1–2 days. Next-day delivery is sometimes possible — ask before you buy and we will check your specific address.

Who pays import duty?

The receiver, unless you choose a duty-paid option at checkout. Duty is set by your customs authority, not by us, and we never add a margin to it. How we declare depends on the option you choose — if you need a full-value declaration for accounting or VAT recovery, tell us before we ship.

What if the parcel is lost or stuck?

Express is tracked door to door and rarely goes missing. Economy post has roughly 3% that behave unpredictably — long routing, occasional loss, or a failed delivery sending it back to a local depot. All three look the same on the tracking page. Contact us either way and we work it with the forwarder.

Can I refuse a parcel and get a refund?

No — and please do not. A refused parcel is destroyed locally or returned to us as an import into China, with return freight and clearance at our cost, so the order is cancelled with no refund. If anything is wrong — wrong item, incompatible, changed your mind — accept it first and then talk to us. Almost everything can be resolved after delivery.
06 — FAQ

Service and after-sales

How quickly do you reply?

Normally within one business day for email, including quotations. For live installations we run 7×24 emergency technical support including weekends and public holidays — if you are on site at midnight with a run that will not light, write to us and mark it urgent.

Something failed. What do I do first?

Email the order number with a clear photo of the fault, a short video if it flickers, and a wide shot of the installation. Do not ship anything back before contacting us — an unannounced return has no case reference and no customs paperwork prepared. Reviewed within 48 hours.

My product is out of warranty. Is that the end?

No. Diagnosis is free at any age — send a photo and we will tell you what failed and why, even if the answer means you do not need to buy anything from us. Out of warranty, replacement parts are supplied at a negotiated cost-based price rather than list.

Can you supply a matching replacement years later?

Yes. We keep the exact specification of every order — colour temperature, density, IP class, cut length, LED driver model. Quote the original order number and you get a match rather than an approximation.

How do I track my order?

Once shipped, the tracking number reaches you several ways at once: pushed to your PayPal transaction, emailed, and shown in your account order history. Our LiveChat is connected to the same order-tracking system our staff use, so it can tell you immediately whether your order has shipped and what the number is.
07 — Technical and product questions

This page covers the company and the commercial side. Technical questions are answered where they belong — next to the product.

On every category page

Each of our 675+ categories carries its own set of 10–15 questions written specifically for that product family — voltage, density, IP class, control compatibility, installation notes. That is where a question like “which LED driver for this LED strip light” is answered accurately, because the answer differs per family.

In the technical blog

Over 120 in-depth articles on voltage drop, IP ratings, dimming protocols, colour rendering, chip families and installation method. Longer than an FAQ answer, and written for people specifying a job. Browse the blog.

In the Help Centre

Cross-cutting guidance that is not specific to one family: choosing an LED strip light, power and voltage, dimming, installation, waterproofing, troubleshooting and terminology. LED Help Centre.

Still not answered?

Ask us directly. A person reads it and replies, normally within one business day — and the questions that come up more than once end up on this page or on the relevant category page. Everything answered here is how SuperLightingLED actually operates — if you find a page that says otherwise, tell us and we will correct it.

Prices, specifications and lead times are subject to change without notice. Where this page and the terms of sale differ, the terms of sale prevail.