i.
Damage in Transit
Cracked glass, dented metal, scratched finishes — if your fixture arrives less than perfect, we ship a replacement at no cost.
Customer Care · Optional Add-On
See every light safely home.
Rayonshine Safety Insurance is an optional add-on you can select at checkout for a few dollars. It protects your fixture against the four things that can go wrong between our warehouse and your ceiling — damage in transit, missing parts, lost packages, and porch theft — and gives you priority replacement when they do.
ii.
Missing Parts
Bulb sockets, mounting hardware, decorative elements, instruction sheets — if anything's missing from the box, we'll send it overnight.
iii.
Lost or Stolen
Packages that never arrive — or that disappear from your porch after delivery — are fully replaced under your insurance plan.
What we cover, and what we don't.
Rayonshine fixtures are made from glass, ceramic, brass, and other materials that travel beautifully — but not invincibly. Safety Insurance addresses the realities of last-mile shipping in the United States: the carriers, the climates, the porches. Below is exactly what's inside the policy, and what isn't.
+ Included
Coverage Inclusions
- Damage incurred during shipping with UPS, FedEx, or USPS
- Cracked or shattered glass, ceramic, or crystal components
- Dents, scratches, or finish defects evident upon unboxing
- Missing parts, hardware, or accessories from your shipment
- Packages marked "delivered" but never received
- Packages confirmed stolen after carrier delivery
- Manufacturing defects discovered within 30 days of arrival
- Free expedited shipping on all approved replacements
− Excluded
Not Covered Under This Plan
- Damage caused by improper installation or unlicensed electrical work
- Wear and tear from regular use after installation
- Damage discovered more than 30 days after delivery confirmation
- Indirect or consequential damages, including ceiling or wall repairs
- Items modified, repainted, or altered after receipt
- Loss or damage caused by the customer or third-party movers
- Customs holds, duties, or taxes on shipments outside the contiguous U.S.
- Acts of war, civil unrest, or named natural disasters
Coverage windows.
Each type of claim has a defined timeframe. Filing within these windows ensures the fastest possible resolution. If circumstances prevented timely filing, contact us anyway — we evaluate exceptional cases individually.
Event
Window
Notes
Damage on Arrival
Within 30 days
Photographs of the item, packaging, and shipping label are required.
Lost Package — Domestic
7 to 30 days
Claims accepted 7 days after the expected delivery date for ground; 3 days for expedited.
Stolen After Delivery
Within 15 days
A police report or affidavit may be required for claims exceeding $500 USD.
Manufacturer Defect
Within 30 days
Long-term defects are addressed under our separate Limited Warranty.
Missing Components
Within 30 days
Reference your packing slip and order confirmation when reporting.
How to file a claim.
Filing is intentionally simple. Most claims are reviewed within two business days, and the majority are resolved within a week. You'll deal directly with the Rayonshine care team — no third-party portals, hold queues, or proof-of-loss forms.
i
Step One
Document
Photograph the item, the inner packaging, the outer box, and the shipping label. Keep your order confirmation handy.
ii
Step Two
Notify Us
Email support@rayonshine.com with your order number and a brief description of the issue.
iii
Step Three
Review
Our team responds within two business days. We may request additional photos or documentation if helpful.
iv
Step Four
Resolve
Choose replacement, refund, or store credit. Most resolutions ship within five to seven business days.
Resolution, your way.
When a claim is approved, you choose how it's resolved. Each option is processed at no additional cost, and store credit carries a thank-you premium for your patience.
Identical Replacement
The same fixture, reshipped at no cost — usually within five to seven business days. Damaged item disposal handled by us.
Full Refund
Your purchase returned to its original payment method, including any taxes and shipping fees paid at checkout.
Store Credit
Receive 110% of your order value as Rayonshine credit. Stack with any active promotion. Never expires.
Common questions.
A few of the questions we hear most often. If yours isn't answered here, our team is one short email away.
Is Safety Insurance automatic, or do I need to add it?
It's optional. Safety Insurance appears as a small add-on at checkout — you'll see a checkbox before the payment step where you can include or skip it. The fee is calculated automatically based on your order value and is typically a few dollars per order. We strongly recommend adding it for any order containing glass, crystal, or hand-finished components.
How much does Safety Insurance cost?
The premium is a small percentage of your order subtotal — usually between $1.99 and $9.99 for most orders. The exact amount appears at checkout before you confirm payment. There are no deductibles, no hidden fees, and the price you see is the price you pay.
What happens if I didn't add Safety Insurance and my order arrives damaged?
You're not without options, but the process is different. Without Safety Insurance, you'll need to file a claim directly with the shipping carrier (UPS, FedEx, or USPS), which typically requires you to keep all original packaging, takes 4–8 weeks to resolve, and may not result in full reimbursement. Manufacturing defects covered under our Limited Warranty still apply regardless of insurance status. With Safety Insurance, we handle everything in-house and most claims close within a week.
Can I add Safety Insurance after I've already placed my order?
If your order hasn't shipped yet, contact us right away at support@rayonshine.com and we'll add it manually and send you an invoice for the difference. Once an order has shipped, insurance can no longer be added retroactively.
What if I miss the 30-day claim window?
Reach out anyway. While our standard policy is 30 days from delivery, we evaluate exceptional circumstances individually — extended travel, hospitalization, family emergencies, and similar situations are routinely accommodated.
Do I need to keep the original packaging to file a damage claim?
We recommend it, but it's not strictly required for insured orders. Photographs of the damaged item, the inner protective packaging, and the outer shipping box (including the label) are sufficient documentation in most cases. If you've already discarded the box, photographs of the item alone will still allow us to process most claims under your Safety Insurance.
What about installation damage — am I covered if my electrician drops the fixture?
Damage that occurs during installation is not covered, regardless of who is performing the work. We strongly recommend hiring a licensed electrician familiar with installing premium lighting fixtures, and unboxing the item carefully before they begin so any pre-existing shipping damage can be documented while it's still covered.
Are international orders covered?
Safety Insurance applies to shipments delivered within the 50 United States, the District of Columbia, and U.S. military addresses (APO/FPO). Orders shipped to U.S. territories receive limited coverage with extended timelines. For international destinations outside the U.S., please contact us before placing your order to discuss available options.
How does Safety Insurance differ from your product warranty?
Safety Insurance covers the journey from our warehouse to your door — damage, loss, theft, and missing parts during transit. Our Limited Warranty covers manufacturing and material defects under normal use after installation, and applies whether or not you purchased insurance. The two policies complement each other, with no gap in coverage.
Can I file a claim on behalf of someone who received my order as a gift?
Yes. The original purchaser may file a claim for any order, regardless of the shipping address. Please include both your order number and the recipient's address when reaching out.
Real people, real fixtures, real care.
Whether you've added Safety Insurance or not, write to us when something's gone wrong. The same team that curates the Rayonshine collection handles every claim — no chatbots, no overseas call centers, no scripts.
Mailing Address
2435 Sulphur Spring Rd
Baltimore, MD 21227
Baltimore, MD 21227
Our United States office