Establishing a Trade Account

What does your trade program include?
Our trade program is designed to support your business from fixture selection through lifetime warranty. In addition to preferred pricing, we offer exclusive finishes and support options tailored to your needs. For more information, please reach out to sales@urbanelectric.com to connect with your dedicated sales team.

Is there an order minimum?
No, we hope our growing assortment of fixtures is a resource for a variety of project sizes.

How do I set up a trade account?
We love working with new trade partners! Here is a link to our Trade Account Application. Once submitted, our team will be in touch within one business day to confirm trade status.

Quoting & Placing Orders

I’m interested in customizing one of your products, what are my next steps?
There are many ways to customize your fixtures – including paint selections & COM shades. When you’re ready to discuss available options for your project, please reach out to sales@urbanelectric.com.

Are your fixtures UL rated?



Yes, almost all of our fixtures are UL rated. Each UL fixture rating can be found on the fixture product page under ‘View Details.’ Your sales team is happy to assist with more information on UL ratings and appropriate install locations.

What are your lead times?
We bench-make all fixtures to order. Fixture lead times vary across the collection. Estimated lead time can be found on each product page as well as within a saved quote. Your sales team is a great resource for rush and volume lead time inquiries.

How do I create a quote and place an order?



Your online workspace is available if you prefer to work independently, but our sales team is eager to assist you directly if desired. Quotes can be generated and saved through your online workspace. Trade quotes will reflect net pricing and can be independently converted into orders when you’re ready to process payment.

For personalized support, please reach out to sales@urbanelectric.com.

How do you ship orders?
Our default shipping method is through our preferred carrier, FedEx. Both ground and freight deliveries default to signature requirements. Our packaging engineers determine the safest and most efficient packaging options for transit based on your unique fixture. Other options include utilizing your own shipping account, 3rd party freight forwarder, or pick-up from our factory in Charleston, SC. For more details, please reach out to clientservice@urbanelectric.com.

Do you ship internationally?
Yes, we ship to over 40 countries. For guidance on international shipments, please reach out to sales@urbanelectric.com.

POST ORDER SUPPORT

What if I need to make a change after my order has been placed?
We understand project scopes can change! While our fixtures are hand made to order specifications, we can provide options depending on where your order is in production. Please reach out to clientservice@urbanelectric.com for details.

Where can I find install instructions?
Click to view our full catalog of Install Instructions. You can also reach out to clientservice@urbanelectric.com for additional guidance from your dedicated team.

How can I check expected due date for my order?



We take great pride in on-time delivery for your project timeline. Estimated order completion is provided via email in your order confirmation. Additionally, your online workspace contains all order and quote history including active and completed orders. For direct support, please reach out to clientservice@urbanelectric.com.

When do I need to submit final payment and confirm shipping details?
Final Order Acknowledgments are emailed two weeks prior to your order due date. A link to submit your final balance and confirm your shipping address are included. Additionally, you can see these details in your online workspace. Your Client Service Specialist is available should you have any questions.

Where can I find my tracking information?



Tracking is provided via email in your shipping confirmation. Additionally, your online workspace contains all order information. Tracking can be found within the order page, underneath each fixture line item. For direct support, please reach out to clientservice@urbanelectric.com.

Can you store my order?
We understand logistics can change. Our factory is not set up for long-term storage, but your Client Service Specialist is available to discuss options and assist with updating your order to ship to another location should your project timeline change. Please reach out to clientservice@urbanelectric.com.

Can I cancel my order?
Due to the handcrafted, made-to-order nature of our fixtures – all sales are final. Please reach out to clientservice@urbanelectric.com if you’d like to discuss your unique circumstances. Please review our T&C’s for more information.

Shipping damage, what next?
We request any damage or discrepancy be reported to our Client Service team within 15 days of receipt, prior to installation. Order number, images and/or videos are helpful for our team to determine next steps.

Please review Warranty details in our T&C’s for more information and reach out to clientservice@urbanelectric.com for support.

What if I want to make a return?
We take great pride in our custom, made-to-order fixtures. As a result of each fixture’s individual, custom nature, we’re unable to accept cancellations or returns. For more information, please reach out to clientservice@urbanelectric.com or review our T&C's.

Do you offer fixture repairs?
We proudly offer a lifetime warranty on our fixtures. For more information on potential fixture restoration options, please reach out to clientservice@urbanelectric.com.

How do I clean and care for my fixtures?
We are passionate about the care of our heirloom fixtures! Our Care & Patina Guide is a great place to start for general maintenance. For more personalized guidance, including Virtual Support and cleaning essentials, please reach out to clientservice@urbanelectric.com.

BULBS & SHADES

Do you send bulbs with your fixtures?
Yes, all domestic orders ship with complimentary bulbs or integrated LED light sources. For more information about bulb specifications, please see our Bulb Catalog or reach out to your UECo team to request additional information.

Are your fixtures dimmable?
Every bulb we select for our fixtures is dimmable. Our Dimming Compatibility Guide is a great first step for specific questions about compatibility with your dimming system. For specific questions about your unique dimming system, please reach out to your UECo team for more information on the bulb type or integrated LED light source included in your fixture.

Can I order shades separately from a fixture?
Most of our shades are available for purchase independent from the fixture. Many fixtures are available with several shade options. To review our shade assortment, please visit our Shade Guide and our Curated Textiles.

How do I know how much fabric to send for my COM shade(s)?
Please reference our COM Consumption Guide for yardage requirements. A link to this document is also provided for each fixture with a COM selection within saved quotes.

We are also happy to assist directly. Should you prefer to reach out to our team for guidance please email iinfo@urbanelectric.com.