We're here. Always.
A real team in New York — answering sizing questions, sorting deliveries, sketching room renders, and standing behind every fixture we ship. Inside 24 hours, every day.
Each inquiry, the right specialist.
We route by inquiry type so the first reply already knows your context. Pick the desk closest to your question — a single message reaches the right person.
Order updates, tracking issues, returns and exchanges, product specifications, account questions, and anything that doesn't fit cleanly elsewhere.
Send a photo and dimensions; we'll recommend a fixture, render it in your room, and confirm specs — at no cost. Most-used service, almost always saves a return.
Subject prefix: [Design]
Volume orders, contractor pricing, custom dimensions, COM/COL, lead-time scheduling for hospitality and multi-unit residential builds.
Editorial features, interview requests, image and video library access, exhibition and event collaborations, brand partnerships.
Subject prefix: [Press]
Three ways to reach us. No queue.
Pick whichever fits the moment. All three land in the same inbox, monitored by the same eight specialists.
Best for complex questions, photos, technical specs, anything that benefits from a written record. Average first reply inside four hours during business hours.
Best for urgent delivery questions, time-sensitive ordering decisions, or when typing just feels wrong. A real person, every time you call.
Same destination as direct email. Convenient if you're not signed into your mail client or want a guided structure with subject routing.
From your message, to a resolution.
No tickets, no escalation chains, no "we have received your inquiry" auto-replies. A real specialist owns your case from first read to clean close.
We don't escalate. We resolve. Every email reaches a specialist who can issue a refund, dispatch a replacement, arrange custom logistics, or waive a fee — on the spot, no manager, no second touch.
A designer's eye, at no cost.
Photograph your room. Send the dimensions, ceiling height, and a few colors you're working with. Within twenty-four hours, our in-house design team will recommend a fixture, render it in your space, and confirm the technical specs — all at no cost. It's our most-used service, and it almost always saves a return later.
Send us a note.
Most replies arrive within four hours during business hours, sometimes sooner. We never auto-reply with a generic acknowledgement and leave you waiting — every note gets a real first-touch reply with substance.
Some questions, answered now.
Four common questions with dedicated pages — usually faster than waiting for our reply.
Please write to us first.
If anything goes sideways with your order — a delivery delay, a damaged piece, a billing question — please reach out to us before opening a credit card chargeback. A direct conversation almost always moves faster than a formal dispute.
Most issues are resolved within 24 to 72 hours through a single email. A bank chargeback, by contrast, opens a formal proceeding that runs 4 to 8 weeks — and during that period, neither of us is free to act. The outcome is almost always worse for both sides than a direct conversation would have produced.
Our team has the authority to issue refunds, dispatch replacements, arrange custom logistics, and waive re-shipping fees — on the spot, without escalation. The fastest path to making it right is usually a single email to support@radilum.com.
Based in Albany, New York.
Customer care, design service and trade support — one team, one email.
Albany, NY 12203
Ready to talk?
Email, phone, form, or free design consultation — pick the path that fits your question. A real specialist will reply inside 24 hours.