Follow Your Light Home.

Three quick steps to find exactly where it is.

Radilum routes every shipment through 17track.net as a single, unified tracking window. The reason is practical — one parcel often passes through several handlers (sea freight, customs, then a domestic courier), and 17track stitches all of those scans into one continuous timeline so you never have to chase carriers around.

01

Open 17track and enter your number

Go to 17track.net — or simply use the lookup field at the top of this page. Paste in the tracking number from the shipping confirmation email we sent you.

02

Read the complete shipment timeline

You will see every recorded scan from the workshop right through to the destination address. Switch languages with the toggle at the upper-right, or jump directly to the carrier's native portal for the deepest level of detail.

Two routes. Each chosen for a particular order.

Every Radilum lighting fixture leaves our facility on one of two routes — both engineered for different priorities. Most orders bound for the United States travel by Standard Delivery, our default service that strikes the right balance between economy, careful handling, and predictable timing — unless you have selected an upgrade at checkout.

From workshop, to harbor, to your home.

Here is what unfolds after you confirm your order:

A Standard sizes — FedEx or UPS

Pendants, sconces, and table lamps that fit within the dimensional limits of parcel couriers are dispatched by FedEx or UPS Ground from our California fulfillment center. We will email you a tracking number, and the courier will leave the parcel at your door — no signature required by default.

B Oversized pieces — LTL freight

For long chandeliers, large linear fixtures, and any piece that exceeds parcel dimensions, we transition to less-than-truckload (LTL) freight. After customs release, our California operations team books a regional trucking partner who delivers directly to your address.

Direct from Asia, when the deadline is tight.

If you upgraded to Express Air at checkout, your fixture skips the ocean leg entirely. It departs our Asia facility within 1–3 working days and reaches your address by international air courier — FedEx, UPS, or DHL — typically inside 5–10 working days door-to-door.

The honest answer: it's almost certainly still at sea.

If your tracking lookup returns "No data available" or "Number not recognised," please don't be alarmed. In nearly every instance, what this really means is that your shipment is currently aboard a container vessel mid-Pacific.

Here is the reason: ocean freight typically does not generate live scan events during the 20–35 day passage. Detailed tracking only begins to populate once the vessel berths at the US port, customs processing starts, and the parcel is handed off to the final-mile courier (FedEx, UPS, or LTL trucking).

Oversized pieces travel in custom-built crates.

For chandeliers, long linear pendants, and any fixture beyond standard carton dimensions, we build bespoke wooden crates dimensioned to the exact piece. These are not off-the-shelf boxes — each one is constructed, plank by plank, around the fixture it will protect.

Every crate is engineered to:

• Absorb container shock across all stages of loading, sea passage, and unloading.
• Buffer humidity inside the crate to safeguard plated finishes and delicate elements during a multi-week voyage.
• Survive forklift handling at every touchpoint — port terminal, customs warehouse, regional hub, and final delivery.
• Cradle every surface with form-fit foam and felt linings sized to the fixture's silhouette.

We would rather absorb the additional crating cost ourselves than risk your fixture arriving anything less than flawless.

First — take a breath. Every situation has a fix.

Transit damage is uncommon, but it does happen. If your fixture arrives with damage, missing components, or a visible flaw, please follow the steps below — doing so will significantly speed up your resolution.

A What to do — within 72 hours of receipt

1. Photograph the outer carton or crate before opening — particularly any crushing, puncturing, or surface damage.
2. Unpack with care and capture the fixture from several angles, with close-ups of any flaws or breakage.
3. Cross-check the packing list for any missing or broken parts.
4. Email our care team at support@radilum.com with your order number, the photos above, and a short description of the issue.

B What we will do — within 24 hours of your email

A dedicated specialist will personally review your case and respond with one of three outcomes, whichever fits the situation best:

• A full replacement fixture dispatched at our expense.
• Replacement components if only a single part is affected (often the fastest path to a working fixture).
• A full refund if a replacement is impractical or you would simply prefer one.

Every case stays in-house. You will not be redirected to an external warranty desk, dropped into a ticket queue, or asked to cover return shipping for an issue we caused.

A note for designers, hospitality teams, and developers.

If you are planning to specify Radilum lighting at scale — for a hotel rollout, a multi-unit residential build, or a design showroom — we want to share an honest piece of advice:

The transparent reasoning behind that recommendation:

• Round-trip international freight is costly. If a bulk run of thirty fixtures turns out to miss the mark, the return leg costs considerably more than the original delivery.
• Specifications on a screen cannot fully convey a fixture. One physical sample under your actual ceiling height, dimming setup, and finishes will reveal far more than any 3D render.
• We are building a long relationship. A 100-unit order that you love is worth more to us than a 100-unit order that ends in a return.

Every shipment. Every customer. Without exception.

• Replies under 24 hours on every email and call — seven days a week, holidays included.
• Proactive notice for any unusual shipping event. If something disrupts your delivery, you hear it from us first — not the other way around.
• Real specialists, never bots — every case is handled personally by a member of our care team.
• Authority to resolve, on the spot. Our team is empowered to issue refunds, send replacements, arrange custom logistics, and waive re-shipping fees. No escalation chains. No buck-passing.

! One sincere request before disputes

If anything goes sideways with your order — a delivery delay, a damaged piece, a billing question — please reach out to us first.

A quick conversation almost always moves faster than an escalation. We can usually resolve an issue within 24 to 72 hours. 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.

We have walked thousands of customers through their delivery journeys — across oceans, customs lines, last-mile couriers, and the occasional curveball. We will help you, too. All you have to do is ask.