Looking to reach out to sales or quote desk?
sales@rbw.com
Mon – Fri, 9:30 AM – 5:30 PM ET
Have a question about an existing order or need replacement parts?
support@rbw.com
Mon – Fri, 9:30 AM – 5:30 PM ET
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Five Year Limited Warranty
See RBW's Five Year Limited Warranty
Terms & Conditions
See RBW's Terms & Conditions
Can I cancel my order?
As part of our Customer Commitment RBW offers a 24-hour Risk-Free Cancellation and the ability to change or modify your order – which means after RBW sends you a sales order confirmation, you have up to 24 hours to change your order without any fees to change or cancel your order for any reason and receive a full refund.
Can I return my order?
To return a Product, please request a return merchandise authorization (RMA) within 30 calendar days from receipt. Please contact customer support at 1-212-388-0399 or via email at support@rbw.com for an RMA number and return shipping label. Restocking fees will apply.
Do you offer Trade Discount?
Yes, If you are a professional interior designer, architect, home stager, or licensed general contractor that works with commercial or residential customs on their design or improvement projects, you can now apply to unlock trade discounts.
To apply for the RBW Trade program, please create an account profile. Visit our Trade program.
Where are your products made?
All assembly and shipping occurs within our 100,000 sf Kingston Factory of the Future. 80% of all materials and components are sourced within 250 miles of New York City. We maintain inventory of many of our products and can typically be filled immediately. Expect in-stock orders to arrive within 5-10 business days via UPS Ground or common carrier.
How do I purchase replacement bulbs?
LEDs can last 20 years and gradually become less bright with time and use. To ensure you'll get the most use out of your RBW product, we suggest buying replacement LEDs at the time of purchase to ensure compatibility. You can purchase replacement parts and LED boards through support team. Our fixtures are designed and built to allow for the exchange of LED boards with relative ease assuming a base knowledge of electrical wiring.
What if the product I want is not in stock?
We operate on a standard production time ranging from 10 to 40 business days depending on the existing production schedule and inventory availability. Upon payment and confirmed order confirmation your order will be set in the production schedule and notified of the target ship date via email.
Do you customize the finish of your products?
The RBW Finish Library offers custom finishing from a curated collection of metal finishing (powder coatings and selected plated finishes and anodized options). Powder coating is available for most aluminum and steel products. Choose from anodized options for aluminum products and plated options for steel products.
Browse our curated collection of powder coated and plated finishes and order our Finish Samples online to get it shipped via same-day express service.
RBW products are designed with customization in mind. Our production time is a rapid 20 business days, for all finishes from the curated RBW Finish Library. Trying to match something outside our standard finish library? Almost every RBW product has finish customization capability; please inquire to learn more details.
Do you offer design light engine substitution customizations to your products?
For larger projects, we offer light engine modification to match desired lighting requirements such as increased lumen output, high Color Rendition Index, and super warm or cool CCT outside of our standard range 2700-3500k.
What if my order is damaged or missing in shipping?
You count on quality and performance from our products. In rare cases, you may experience trouble with shipping damage on an order.
Rest assured that our success team is here to help you resolve this issue! Please give us 48 hours to review your request and prepare a detailed response with the next steps. Upon noticing the damage, please provide our support team any additional information such as images, videos, or a description of the issue that would help us troubleshoot. Please send those along.
If a customer receives products in a damaged condition (apparent or concealed, or missing parts or cartons), claims for damage must be made in writing within 10 calendar days of receipt of goods. If there is apparent damage, the goods should NOT be received by the customer, and a note should be made on any paperwork at the time of delivery.
If you need to discuss a solution more urgently, we’re here to support you. You can reach our Customer Success Team at orders@rbw.com or 212-388-0399.
Despite any unplanned setback we are confident that RBW can help you achieve the best possible atmosphere for your project!
What are my payment options?
There are several payment methods offered to suit your convenience including ACH, credit card*†^, wire transferⁱ and check. See our Payment FAQs for more detail.
*Credit card payment option is only available for orders under $10,000, shipping within the United States or Canada, and international orders under $5,000.
†All four major credit cards are accepted.
^For orders placed directly on rbw.com, credit card is the only payment option.
ⁱ $25 wire transfer fee will be added to your invoice.
Will I be charged sales tax?
We are required to charge sales tax on the merchandise & shipping total for items shipped to New York, Georgia, New Jersey, California, Illinois, Pennsylvania, Texas, Washington, Florida, and Massachusetts addresses unless a valid resale certificate is presented at time of order.
Tax is charged on shipping in California, Georgia, New Jersey, New York, Illinois, Pennsylvania, Texas and Washington. See sales tax nexus for more info.
How do I clean and care for my product?
For dusting and light cleaning of hard surfaces use a soft, damp cloth. Gently wipe the surface then immediately use a dry cloth to wipe the surface again. Do not use abrasive or acidic household cleaning products. For the best maintenance of the product, protect it against sunlight and heat, and try to keep it away from moisture, grease and dirt.
How do I recycle my RBW packaging?
You can recycle your cardboard boxes and paper pulp packaging through most recycling programs. Be sure to flatten the box and remove the tape before placing it in the recycling bin. Learn more about RBW's sustainability approaches.
Can't find what you're looking for?
Reach out to us or visit our Help Center for more information!