Customer Service

At Color Cord Company, we want your experience to be smooth from the moment you order to the moment your fixture is hanging. Please review our policies below so you know exactly what to expect.

Quick Summary

Standard orders can be cancelled before materials are pulled for production. Once materials are pulled, the order cannot be cancelled.
Rush orders must be cancelled within 24 hours of placement. The rush fee is refundable only within this window, and only if production has not yet started.
Returns are accepted within 30 days of purchase for eligible, unused items with a Return Authorization.
Defects and damage must be reported within 7 days of delivery with photos and your order number.
Rush production fees are non-refundable upon return. The rush fee is only refunded if an order is cancelled within the 24-hour cancellation window before production begins.
Custom, cut-to-order, bulk (10+), and final sale items are non-returnable and non-cancellable once production begins.

Returns & Exchanges

We accept returns and exchanges for eligible products within 30 days of purchase. Please review the details below before initiating a return.

Final Sale & Non-Returnable Items

DIY pendant light cord sold by the foot — cut-to-order and cannot be returned or exchanged.
Light bulbs — due to their fragile nature, bulbs are not eligible for return shipping.
Custom-made items — customized sconces, chandeliers, canopies, whips, and pendants made to order, plus limited-edition collections (Boutique, Artist Collaborations, and Totally).
Bulk orders of 10 or more light fixtures — final sale due to high labor and inventory demand.
Sale-priced items — discontinued and last-chance products are final sale only, as noted on the product page.

Return Eligibility

To qualify for a return, all of the following must be true:

The item is unused, unmodified, and in original condition.
The item is in its original packaging.
The item is not listed above as final sale or non-returnable.
The return is requested within 30 days of the delivery date.

Products that have been modified in any way—including cord length alterations, sticker or label removal from sockets, or any electrical modification—are not eligible for return. Original shipping charges are non-refundable.

How to Initiate a Return

Email info@colorcord.com to request a Return Authorization (RA). All returns must be pre-approved — do not ship items back without an RA number.
Once approved, we will email you return instructions including the RA number and return address.
All returns must be postmarked within 14 days of email authorization. Returns postmarked after 14 days are eligible for store credit only, not a refund to the original payment method.
You are responsible for return shipping costs. We do not provide return labels or credits for return shipping.
Ship your return with a method that includes tracking. Color Cord Company is not responsible for packages lost in transit without proof of delivery.

Refunds & Replacements

Approved returns will be refunded for the value of the returned item(s) to your original payment method, minus the original shipping charge.
Rush production fees are non-refundable upon return. If your order included a rush production fee, that fee will not be credited as part of any return or refund — regardless of whether the item is otherwise eligible for return. The rush fee compensates for expedited production labor and queue priority, which cannot be reversed once fulfilled.
Color Cord Company reserves the right to refuse returns for items not received in as-new condition due to damage or misuse.
Any replacements issued are subject to the original 30-day return window from the date of the original purchase.

Reporting Defects & Damage Claims

Please inspect your order as soon as it arrives. If you receive a defective or damaged item, you must report it within 7 days of delivery.

Email info@colorcord.com with your order number, a description of the issue, and clear photos of the damage or defect and the original packaging.
Keep all original packaging until your claim is resolved — carriers may require it for damage claims.
All issues from a single order must be reported in a single claim within the 7-day window.
After 7 days, we will make every effort to assist, but we cannot guarantee resolution and additional charges may apply.
Claims submitted for items that have been installed, modified, or altered are not eligible for replacement or refund.

Order Cancellations

Because many of our fixtures are handmade to order in Denver, Colorado, our ability to cancel an order depends on where it is in the production process at the time of your request. Please review the cancellation windows below carefully before placing your order.

Standard Orders

Cancellable any time before materials are pulled for production. Once our team has pulled materials and begun building, cancellation is no longer possible and the order will proceed to completion.

Rush Orders

Cancellable within 24 hours of placement only, and only before production begins. Full refund including rush fee if cancelled in time. After 24 hours or once production begins, the order cannot be cancelled and the rush fee is non-refundable.

How to Request a Cancellation

Contact us immediately at info@colorcord.com or 800-409-1070 during business hours (Monday–Friday, 9AM–5PM MST).
Cancellation requests are processed in the order they are received and are subject to confirmation from our production team.
We cannot guarantee cancellations requested near the end of business hours or outside of business hours will be processed in time.

Important: Placing a cancellation request does not guarantee cancellation. Your order is only cancelled upon written confirmation from our team. Do not assume your order is cancelled until you receive that confirmation email.

Ready-to-Ship & Accessory Orders

For in-stock, ready-to-ship items (accessories, wire by the foot, bulbs, swag hooks), cancellations are accepted within 1 hour of order placement. Once a ready-to-ship order has been packed or handed to the carrier, it cannot be cancelled and must go through our standard return process if applicable.

Orders That Cannot Be Cancelled

Rush production orders — after 24 hours or once production begins (see above)
Custom orders (canopies, whips, custom fixtures) — once production has begun
Bulk orders of 10 or more fixtures — once confirmed
Cut-to-order lamp cord — once cut
Orders already shipped — must go through the return process if eligible

Rush Production Orders

Rush production moves your order ahead in our production queue, reducing the time it takes for your fixture to be built and ready for shipment. Rush production does not affect shipping speed. If you need your order to arrive sooner, you must also select an expedited shipping method at checkout — these are two separate services.

Rush production speeds up our build time. Expedited shipping speeds up carrier transit time. For the fastest possible delivery, you may need both.

Rush Production Tiers

We offer three levels of rush production. Rush pricing varies by product and is shown during the product customization process. Lead times are in business days (Monday–Friday) and begin on the next open business day after your order is placed and confirmed.

Level	Production Lead Time	Details
Standard	10–14 business days	Default lead time for all made-to-order fixtures. No additional fee.
Rush – Level 1	7–9 business days	Moves your order earlier in the production queue. Fee shown at product customization.
Rush – Level 2	4–6 business days	Priority placement in the production queue. Fee shown at product customization.
Rush – Level 3	1–3 business days	Highest priority. Most expensive tier. Fee shown at product customization. Availability limited — contact us before ordering to confirm.

Have questions about rush pricing or availability? We're here to help before you order. Reach us at info@colorcord.com or 800-409-1070 (Monday–Friday, 9AM–5PM MST).

Rush lead times are estimates and represent our production commitment. Actual lead time may vary based on order complexity, product type, and current production volume. We will notify you if a rush request cannot be met as specified.

Rush Production: Availability & Closures

Rush production is only available on open business days. If your rush order is placed during a holiday weekend, a scheduled facility closure, or after our daily production cutoff, production will begin on the next open business day. Rush fees are not negotiable in these situations, as the fee reserves your position in the production queue.

If you have a firm deadline, please contact us before placing your order so we can confirm current rush availability and realistic production timelines.

Rush Order Cancellation Policy

Rush orders may be cancelled within 24 hours of order placement, provided production has not yet begun.
If cancelled within 24 hours and before production starts, you will receive a full refund including the rush production fee.
After 24 hours, or once production has begun (whichever comes first), the order cannot be cancelled and the rush fee is non-refundable.
Contact us immediately at info@colorcord.com or 800-409-1070. Cancellation is only confirmed upon written response from our team.

Rush Level 3 (1–3 business day) orders: Production may begin within hours of placement. If there is any possibility you may need to cancel, please contact us before placing a Level 3 rush order.

Warranty

At Color Cord Company, we stand behind the quality of our products. Our 30-Day Warranty covers any product purchased from colorcord.com against defects in material and workmanship under normal use conditions.

For full warranty terms and how to submit a warranty claim, please visit our Warranty page.

Discount Codes & Pricing

Discount codes must be applied at the time of checkout. Once an order has been placed, shipped, or delivered, we are not able to retroactively apply promo codes or adjust the order total. If you have trouble using a code, please contact us before completing your purchase and we'll make sure you get the savings you're expecting.

Color Cord Company does not offer price matching. If you have a question about pricing, feel free to reach out to us.

Gift Cards

Color Cord Company gift cards are delivered by email. Our gift cards have no additional processing fees and no expiration date. Gift cards are not redeemable for cash and can only be redeemed at colorcord.com. To use a gift card, enter the code under the "Billing & Payment" section at checkout. Gift cards may be combined with another form of payment if your order total exceeds the gift card value.

Electrical & Wiring Inquiries

Color Cord Company personnel are not able to provide recommendations on how to wire our products or advise on specific electrical applications. Actions such as hard-wiring a pendant or building a light fixture from our products should be undertaken at your own risk. Please consult a licensed electrician for all electrical and wiring inquiries.