Highline LED’s FAQs:

You have questions. We have answers - here is a short list of our most frequently asked questions.

Don't see the answer to your question? Contact Us Directly @ 432.247.8000

How do I change my delivery or shipping address?

If you ordered on our website please contact our Customer Service Team so they can review your order and answer your questions.

I purchased the wrong product (size, color). What do I do?

You have up to 7 days to return an item you accidentally ordered. Please contact our Customer Service team to begin the process of a return and refer to our Return Policy for complete details.

How do I place an order?

All right on our website. Or, if you feel like talking to an actual person, please call our customer service professionals at 432.247.8000, they’re happy to chat Monday through Friday, 9am to 5pm (CST).

Do you offer bulk buy or discounts for high-volume customers?

Yes, we offers bulk buying options to customers who qualify.

I need to change the order I just placed. What do I do?

Please Contact Our Customer Service Team to cancel your order and reorder the product(s) that you want if item has not been shipped. Have your order number ready so our team members can quickly assist you with this change request.

What happens when I return a product for refund?

The returned item will be inspected, and then we will notify you with details regarding the approval or rejection of your potential refund. Denied refunds occur on a case-by-case basis.

Your refund will be processed on same form of payment you use to place an order. Remember to return the item in its original packaging in new and unused condition with all accessories.


Please Note: Original shipping charges will only be refunded when the product return is the result of a HIGHLINE LED error. For a smooth return of product, please contact the Customer Service Team prior to returning your product.

How long will it take to refund a return?

This usually takes about 8-10 business days after approvals.

What is your full Warranty Policy?

HIGHLINE LED offers limited warranties that are displayed on each product page. Please refer to the HIGHLINE LED Warranty Policy for additional details.

Do I need to register my product(s) to claim a warranty issue?

You do not need to register your product to claim a warranty issue. Please refer to the HIGHLINE LED Warranty Policy for additional details.

How do I process a warranty claim?

Please email the following information to usasales@highlineled.com so our Customer Service team can process your warranty claim.

  • Order Number
  • Light Information, including: 1) Product name 2)Count of lights not working as intended
  • Proof of Defect (a photo or video to show the issue)
  • Current Shipping Address

Does HIGHLINE LED offer free shipping?

Yes, HIGHLINE LED offers free shipping depending on volume.

How do I track my order?

If you ordered from our www.highlineled.com website, you should have received a tracking email with details about your shipment. Need further assistance? Please contact Customer Service.

Do you ship orders to Alaska, Hawaii, or International?

We ship outside the contiguous United States from www.highlineled.com to international clients only for bulk pricing orders. Orders sent outside the domestic U.S. do not qualify for free shipping.


NOTE: We do not ship orders to Alaska and Hawaii.

Does HIGHLINE LED offer expedited shipping?

No, we only ship via ground.

Can I ship to a P.O. Box?

Yes, HIGHLINE LED can ship to a P.O. Box.

What payment methods are accepted?

HIGHLINE LED processes digital payments on this website through a vendor that accepts the following for payment: Visa, MasterCard, American Express, JCB, Discover, and Diners Club debit and credit cards. 

We also accept check, cash, and wire payments, along with PayPal, which means you can pay via an ACH through PayPal, if that is your preferred method of payment. 

Where do I login to place an order?

You can login to your HIGHLINE LED account on our website.

HIGHLINE LED also sells products on multiple sales channels, with varied products on each marketplace, including: Amazon

How do I create a HIGHLINE LED account on your website?

Fill out this simple form to create an account on highlineled.com. Be sure to select a Consumer or Business Account.

Can I change my account password?

Yes, change your password easily by clicking on “forgot your password” from the Account Login Page and providing the email address associated with your account. We will send you an email to reset your password.

What if I forgot my password and cannot login to my account?

Click on “forgot your password” on the Account Login Page. Then provide the email address associated with your account. We will send you an email to reset your password.

I am a high-volume customer or distributor. How do I submit a bulk buy or volume discount request?

You can contact our Sales Team at 432.247.8000 or you can also contact us at usasales@highlineled.com regarding bulk buying inquiries for high-volume customers and distributors.

Does HIGHLINE LED charge sales tax?

Yes, HIGHLINE LED will apply applicable sales tax to orders, unless you are tax exempt.

 If you are tax exempt, please submit your tax-exempt certificate to HIGHLINE LED via email to: usasales@highlineled.com attached as a .PDF file. Be sure to include your account details and company name in the email, so our team can quickly assign your tax-exempt status to your account.

My business is tax exempt. How should I send my tax-exempt certificate to HIGHLINE LED?

Please submit your business tax-exempt certificate to HIGHLINE LED via email to: usasales@highlineled.com. Be sure to include your account details and company name in the email, so that our team can properly assign this information to your account. Please provide your tax-exempt certificate as a .PDF file.

Can I use my own/my company UPS or FedEx account number?

Yes, high-volume customers can provide UPS or FedEx account numbers for shipping purposes.

What type of payment terms do you offer?

HIGHLINE LED do not offer COD payments for now you can surely do prepaid transactions on our webiste to purchase any products. At this time, we do not offer lines of credits.

Does HIGHLINE LED accept purchase orders?

Bulk buying or high-volume customers can provide purchase orders.

Does HIGHLINE LED offer test products?

HIGHLINE LED offers test products to its Bulk Buy customers. Please complete the Bulk Sales & Inquiry Form to provide details about which products interest you and the estimated quantities you wish to purchase. A HIGHLINE LED Sales representative will correspond with you. You can discuss the options available to you regarding test products at that time.

What are your customer service hours?

Our helpful HIGHLINE LED  Customer Service team is available to assist you via phone, email or live chat during regular business hours (PST):



9:00am - 4:30pm


9:00am - 4:30pm


9:00am - 4:30pm


9:00am - 4:30pm


9:00am - 4:30pm





I need to change the order I just placed. What do I do?

Please contact our Customer Service team to cancel your order and reorder the product(s) that you want. Have your order number ready so our team members can quickly assist you with this change request.

Is there a HIGHLINE LED email newsletter?

Yes, you can sign up for the HIGHLINE LED newsletter with the link in the footer. Just type in your email address and click on the green Subscribe button.

The website is not working for me. Who do I contact?

Please contact our helpful Customer Service Team to assist you via phone at 432.247.8000 or email us at usasales@highlineled.com .

Are your lights and LED bulbs certified?

Many of the HIGHLINE LED lights and LED bulbs are certified. You can view certifications insider the technical specifications of each HIGHLINE LED Lighting product. Simply scroll down a little to check the technical specs of each product within any product (Example:  LED Bulb) to review the tech specs.


Types of certifications might include: UL, ETL, DLC, T20, T24, CEC, Energy Star, RoHS, FCC

Can I dim your LED lights?

Many of the HIGHLINE LED bulbs and lamps offered on this website will dim. The product descriptions and technical specifications for each individual product will include that information for your reference. You can also find it under our Manuals & Documentations page.


Dimming tech specs are usually shown in this format: 10%-100%, meaning that it will dim down to 10% and turn off below that 10% dim setting.

What kind of dimmer should I order to go with HIGHLINE LED bulbs?

There are multiple types of dimmers available on the market that will function with HIGHLINE LED. If you need more information, please contact our Customer Service team.

Can I visit your showroom?

You can visit us at 2107 W Florida Ave, Midland, TX 79701 during working hours on business days.

My question is not in your FAQs. How do I contact HIGHLINE LED?

You can contact our Sales Team via call at 432.247.8000 or you can contact us via mail at usasales@highlineled.com on working hours on business days.

Are lighting layout services available?

In a word: absolutely. Head to our Resource Center at footer and look for our Lighting Layout Design. The time and grief it’s saved our customers is the stuff of legend.