FAQ
About Aurholm
Where are Aurholm products made?
Aurholm products are made in China by our manufacturing team. Aurholm LLC is a Wyoming company that operates the website and sells the products.
Do all orders ship from China?
Most do. Selected inventory is stored in Buford, Georgia. A product has the shorter U.S. warehouse estimate only when its product page clearly says "Ships from the U.S."
Does a U.S. warehouse mean the product is made in the United States?
No. The warehouse is a fulfillment location. Aurholm products are made in China.
Shipping and delivery
Where do you deliver?
We accept online orders for the United States and Canada. Customers elsewhere should email support@aurholm.com before ordering.
How long will delivery take?
- U.S. warehouse items delivered in the United States: 3 to 5 business days.
- Items shipped from China to the United States: 10 to 20 business days.
- Items shipped from China to Canada: 15 to 25 business days.
These estimates include the typical processing period unless the product page says otherwise. They are not guaranteed delivery dates.
Is standard shipping free?
Yes. Standard shipping to the United States and Canada is free. Any optional faster service and its price will appear at checkout when available.
Will I pay import charges?
For U.S. deliveries, standard import charges associated with Aurholm's selected shipping method are included in the order price. Canadian customers are responsible for import GST, HST, provincial tax, customs duty, brokerage, and carrier handling fees.
How do I track an order?
We email tracking details after shipment. It can take 1 to 3 business days for the first carrier scan to appear. Multi-package orders may have more than one tracking number.
What happens if an order is delayed?
If we cannot ship within the stated time, we will send a revised estimate. You may accept the delay or cancel the unshipped item for a full refund.
Returns and order changes
What is the return window?
Request an eligible return within 30 days after delivery. A non-defective item must be unused, uninstalled, complete, and in its original condition and packaging. Wires must not be cut or altered.
Are custom products returnable?
A product clearly identified as custom or made to order before purchase cannot be returned for a non-quality reason. Damage, incorrect fulfillment, and covered defects are still eligible for review.
Do you charge a restocking fee?
No restocking fee applies to an eligible, complete return in its original condition. For a non-quality return, the actual return label cost is disclosed before confirmation and deducted from the refund.
Where do I send a return?
Contact us first. The authorized destination can be in the United States or China, depending on the item and order. We provide the address and any label cost before you confirm the return. Do not return a package to the address on the original shipping label.
Can I change or cancel an order?
Email us within 24 hours. We cannot guarantee a change after an order enters production, is packed, or ships. A custom or made-to-order item cannot be canceled after production begins.
What should I do if an item is damaged or incomplete?
Keep the product and packaging and email us within 48 hours of delivery. Include the order number and clear photos of the product, packaging, label, and affected area. A later report does not automatically remove rights available under applicable law.
Warranty and installation
What warranty is included?
Eligible products purchased from aurholm.com include a one-year limited warranty covering verified defects in materials and workmanship. See the full limited warranty for coverage and exclusions.
Does the warranty cover electrician fees?
No, unless applicable law requires otherwise. The warranty can provide an eligible part, replacement product, other product remedy, or refund, but it does not normally reimburse removal, installation, contractor, or access-equipment costs.
Who should install a hardwired fixture?
A qualified electrician should install, remove, inspect, or repair hardwired lighting. Follow the product instructions and local electrical and building codes.
Contact
How do I reach Aurholm?
Email support@aurholm.com. Include your order number for order-related questions and a product link for product-specific questions.