Support Center
Frequently Asked Questions
Everything you need to know about working with Upward Lighting -- from ordering and customization to certifications and after-sales support.
Minimum Order Quantity (MOQ)
Order flexibility and quantity requirements
What is the minimum order quantity for standard products?
For standard catalog products, our MOQ is typically 1 piece for samples and 10-50 units for regular orders depending on the product type. We are flexible and welcome small-batch orders, especially for new customers or trial orders. Please contact our sales team for a specific quote.
Is there a different MOQ for OEM/ODM customized products?
For OEM/ODM customized orders (e.g., custom housing color, logo, beam angle, or wattage), the MOQ is generally 100-500 units depending on the complexity of customization. For full custom ODM designs (new tooling/mold), higher MOQs may apply. We will provide a detailed breakdown during the quotation process.
Can I mix different products to meet the MOQ?
Yes, in many cases we allow mixed product orders to reach the MOQ threshold. For example, you may combine different wattages or color temperatures within the same product series. Please discuss your specific needs with our sales team and we will do our best to accommodate your requirements.
Lead Time & Delivery
Production and shipping timelines
What is the standard production lead time?
Standard in-stock products can typically be shipped within 3-7 business days after order confirmation and deposit receipt. For bulk production orders, the lead time is generally 15-30 days depending on order quantity and product specifications. We will confirm the exact timeline during quotation.
How long does shipping take to my country?
Shipping times vary by destination and method. Express courier (DHL/FedEx/UPS) typically takes 3-7 days to most countries. Sea freight to Europe, the Middle East, or Southeast Asia generally takes 15-35 days. We ship to 50+ countries including the UAE, UK, Germany, Australia, Canada, and more. We will recommend the most cost-effective shipping option for your order.
Can you handle urgent or rush orders?
Yes, we have a rapid response capability and can prioritize production for urgent project requirements. Please inform our sales team of your deadline as early as possible. Rush orders may involve an expedite fee depending on the situation. We will do everything we can to meet your project schedule.
Samples
Sample availability, cost, and process
Can I request product samples before placing a bulk order?
Absolutely. We strongly encourage customers to evaluate samples before committing to a bulk order. Samples can be arranged for most standard products. Please contact our sales team with your product requirements and we will prepare a sample quotation promptly.
Are samples free of charge?
Sample costs depend on the product. Some standard low-cost samples may be provided free of charge (customer covers shipping), while higher-value products require payment for the sample unit. Sample fees are typically refundable when a formal bulk order is placed. Shipping costs are generally borne by the customer.
How long does it take to receive a sample?
For in-stock standard samples, we can ship within 2-5 business days. For customized samples (specific wattage, color temperature, or housing), preparation typically takes 7-15 business days. Transit time via express courier is an additional 3-7 days depending on your location.
OEM / ODM Services
Custom branding and product development
What OEM customization options do you offer?
We offer comprehensive OEM customization including: custom logo/branding on products and packaging, wattage adjustment (e.g., 50W, 100W, 200W, 400W), color temperature (2700K-6500K), beam angle (15°-120°), CRI (80/90+), housing finish color, and voltage configuration for different markets.
Do you support full ODM product development from scratch?
Yes. Our ODM service covers full product development from concept to production -- including industrial design, optical design, PCB engineering, tooling/mold development, prototyping, and mass production. We work with your engineering team or independently based on your specifications and target market requirements.
Will my custom design be kept confidential?
We take intellectual property very seriously. We are happy to sign a Non-Disclosure Agreement (NDA) before sharing any proprietary designs or project details. Your custom designs, molds, and branding assets are exclusively yours and will never be shared with or sold to third parties.
Certifications & Compliance
Standards, testing, and market approvals
What certifications do your products hold?
Our products currently hold CE (European conformity) and RoHS (Restriction of Hazardous Substances) certifications as standard. These ensure compliance with EU safety, electromagnetic compatibility, and environmental regulations. Additional certifications such as FCC, SAA, TUV, ETL, or DLC can be discussed for specific market requirements.
Do you conduct quality testing before shipment?
Yes. Every unit undergoes a rigorous 100% aging test for 24-48 hours prior to shipment to verify luminous flux stability and electrical performance. We also conduct visual inspection, photometric testing, and IP rating verification to ensure consistent quality.
Can you provide test reports or compliance documentation?
Yes. We can provide relevant test reports, CE Declaration of Conformity, RoHS compliance statements, LM-79/LM-80 photometric data, and other technical documentation upon request. These are essential for import clearance, project tenders, and distribution compliance.
Payment Terms
Accepted methods and payment structure
What payment methods do you accept?
We accept T/T (Telegraphic Transfer / Bank Wire) as our primary payment method. We also accept PayPal for sample orders and smaller transactions, Western Union, and L/C (Letter of Credit) for large-volume orders. Please contact us to discuss the most suitable option for your transaction.
What are the standard payment terms for bulk orders?
Our standard payment terms are 30% deposit upon order confirmation and 70% balance before shipment (against copy of Bill of Lading or shipping documents). For long-term partners or large strategic orders, we may offer more flexible terms such as 50/50 or L/C at sight. Terms are negotiable based on order value and relationship history.
In what currency do you invoice?
All invoices are issued in US Dollars (USD) by default. We can also accommodate invoicing in EUR or GBP upon request for European clients. Exchange rate policies will be communicated transparently at the time of quotation.
Packaging
Standard and custom packaging options
What is your standard packaging?
Each product is individually packed in a protective inner box with foam padding or EPE inserts, then placed in a standard outer carton. Products are clearly labeled with model number, wattage, color temperature, and other key specifications. Outer cartons are reinforced for sea freight and air freight safety.
Can you provide custom-branded packaging with our logo?
Yes. We offer full custom packaging with your brand logo, color scheme, product photography, and marketing text. This includes inner retail boxes, outer shipping cartons, product inserts, and labels. Custom packaging is available for OEM orders meeting the minimum quantity threshold. Please provide your artwork files (AI/PDF) and we will handle the rest.
Do you include installation accessories in the package?
Standard packages include the luminaire, mounting hardware (brackets, screws), and a basic installation guide. Optional accessories such as surge protection devices, photocell sensors, or dimmer controls can be included upon request. Please specify your requirements when placing an order.
After-Sales Support
Warranty, returns, and technical assistance
What warranty do you offer on your products?
We provide a standard 3-year warranty on all products, with premium product lines offering up to 5 years. The warranty covers manufacturing defects, premature LED failure, and driver malfunctions under normal operating conditions. Physical damage, improper installation, or voltage surges are excluded.
What happens if I receive defective products?
If you receive any defective units, please document the issue with photos or videos and contact our after-sales team within 30 days of receipt. We will investigate promptly and arrange free replacement units or issue a credit note. We handle after-sales issues quickly and fairly -- your satisfaction is our priority.
Do you provide technical support after purchase?
Yes. Our technical team is available to assist with installation guidance, wiring diagrams, photometric data interpretation, troubleshooting, and compatibility questions. We can communicate via email, WhatsApp, or video call. For large project clients, we also offer dedicated account management support.
Bulk Orders
Large volume pricing and logistics
Do you offer volume discounts for large orders?
Yes. We offer tiered pricing based on order volume. The larger your order, the more competitive the unit price. Our pricing structure rewards long-term partners and repeat buyers. Please share your estimated annual volume or project quantities with our sales team and we will provide a customized pricing proposal.
Can you handle container-load (FCL) orders?
Absolutely. We regularly fulfill 20ft and 40ft FCL (Full Container Load) shipments for wholesalers, distributors, and large retailers. Our supply chain infrastructure and factory capacity are well-suited to handle high-volume orders efficiently. We can also coordinate consolidation with your freight forwarder.
How do you ensure quality consistency in large production runs?
We implement strict IQC (Incoming Quality Control), in-process QC checkpoints, and 100% final aging tests. For large orders, we also welcome third-party inspection (e.g., SGS, Bureau Veritas) before shipment. Pre-shipment inspection reports can be provided upon request.
Project Customization
Tailored solutions for specific project needs
Can you customize products for specific project requirements?
Yes. We specialize in project-specific customization for municipal, commercial, sports, and landscape lighting projects. We can tailor wattage, color temperature, beam angle, CRI, mounting configuration, housing color, driver type (0-10V dimming, DALI, PWM), and smart control compatibility to match your project's technical specifications and local standards.
Can you provide lighting design support or photometric simulations?
Yes. For qualifying project orders, we can provide DIALux or AGi32 photometric simulation reports to help verify lux levels, uniformity ratios, and energy compliance before procurement. This is especially useful for road lighting, sports venue, and large-area flood lighting projects. Please share your project layout and requirements with our technical team.
How do I get started with a project customization inquiry?
Simply contact our sales team via email or the inquiry form with the following information: project type, application area, required product specifications, estimated quantity, target delivery date, and destination country. We typically respond with a preliminary quotation within 24-48 hours. For complex projects, we may schedule a brief technical call to better understand your needs.
What types of projects have you supplied for in the past?
We have successfully supplied products for a wide range of projects across 50+ countries, including municipal road and highway lighting, sports stadiums and training grounds, hotel and resort landscape lighting, commercial building façade illumination, industrial warehouse high-bay lighting, public park and garden lighting, and waterfront/underwater feature lighting. We welcome inquiries from contractors and brands at any project scale.
Still have questions?
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