Frequently Asked Questions

Have questions about OttLite? Then you’ve come to the right place! If you want to know what makes OttLite special or have questions about returns, we’ve got you covered. Still have questions? Please visit our Contact Us page.
What makes OttLite lighting different? 

We're so glad you asked! Explore The OttLite Difference page to learn more about how OttLite is expertly engineered to bring the quality of natural daylight indoors so you can see everything more clearly and comfortably. 

How long do the bulb and tubes last?

OttLite CFL bulbs are rated to last up to 10,000 hours. Our LED lights are tested to last up to 40,000 hours. 

Why are only some of your lamps sold on your website?

OttLite works with a variety of retailers. Since we have these retailers working with us, we don’t always have every lamp available to purchase through our website.

What types of payment do you accept?

We accept all major credit cards on Visa, Mastercard, Discover and American Express.

My organization/school is tax-exempt.  How can we place an order?

Organizations with a tax-exempt status cannot place an order online and would need to call our Customer Service team for assistance.  Our Customer Service team is available Monday through Friday from 9:00am to 4:30pm EST at 1-800-842-8848.  Please be sure to have a current copy of your organization’s 501(c)3 tax-exemption certificate with you when calling.

What countries do you ship to? ships to the United States (including Hawaii and Alaska). Canadian customers: A selection of our lights and bulbs are available to be ordered online at Lines Distributors and Thornhill Lighting. Canadian customers can also call the OttLite Customer Service team at 1-800-842-8848 to place an order.  Canadian customers will be responsible for any duty, customs or additional taxes associated with delivery. Customers outside the USA or Canada, please contact us and we'll be happy to help. 

Can you ship to a P.O. Box? 

Yes, however you must select standard ground shipping AND provide a PO Box number. Orders shipping via FedEx Standard Overnight or FedEx 2nd Day cannot be delivered to a PO Box.

When will my order be processed?

Once your order is received it will be processed and shipped within (3) business days.

I would like to cancel my order. What do I do? 

Once your credit card has been approved, your order is immediately processed for shipping. Orders that are shipped and are refused at the time of delivery will be charged a return-to-shipper fee. If you decide to cancel your order, please accept delivery and then contact our Customer Service team at 1-800-842-8848 for your Return Merchandise Authorization number. 

How long will it take for me to receive my order? 

Once your credit card is approved, you will receive an email confirmation at the email address you provided while checking out.  A shipping confirmation will then be sent once your order has shipped. Most in-stock orders will ship within (3) business days. Delivery can take up to 14 days, depending on location. 

My order should have arrived but hasn't. What do I do? 

Your shipping confirmation email will include a tracking number so you can track the package.  If you're still having problems please contact our Customer Service team at 1-800-842-8848.

My lamp arrived damaged. What should I do?

If a product arrives damaged, OttLite will replace the product at no cost to the customer.  You have 14 days from receipt of product to call our Customer Service team at 1-800-842-8848 and submit a damage claim.  Be sure to keep all of your original packaging.  Our Customer Service team must pre-approve the return and will provide you a RMA number.  Damaged products cannot be returned for a refund; damaged products will be repaired or replaced with the exact same product.  

How do I assemble my lamp?

Our lamps come with instructions showing the parts included with your lamp and a detailed explanation of the assembly process. If the instructions aren't included or if you have questions, please search for your lamp on our website. After the product description, we've included a link to that product's instructions. If you still have questions, please contact our Customer Service department at 1-800-842-8848 and they will be delighted to help!

I own a lamp that has a magnifying glass attached.  Does the glass need any special care?

If you own a magnifier lamp, be sure not to have it set up in a space that has continuous sunlight directly on the magnifier as this could cause the sunlight to intensify. To clean the magnifier, use a dry soft cloth to remove any dirt or dust. Take care not to use anything on the cloth as chemicals added to clean the magnifier could scratch or damage the glass.  

My lamp is not working correctly – how can I troubleshoot the problem?

If you’re having trouble with a CFL lamp, insert your bulb until you hear at least 2 clicks. This might take some pressure to get the bulb into the socket. If after hearing the 2 clicks your lamp still does not work (or you have a LED lamp), please plug the lamp into a different outlet. If your lamp still isn’t working, call our Customer Service team at 1-800-842-8848 or fill out the Contact Us form to let us know you’re having problems. Or, check out our troubleshooting videos for tips.

What if I want to return my lamp? 

OttLite offers a 30-day trial period on all of our products. If you are not satisfied for any reason, you can return your product for a full refund minus the shipping & handling. For more information visit our Warranty & Returns Page.

Does my OttLite lamp come with a warranty?

All OttLite products come with a two-year limited warranty on fixtures unless indicated otherwise (excluding batteries) and a one-year limited warranty on tubes and bulbs. To register your lamp please visit our Warranty Page. Remember to keep a copy of your receipt as well, in case you have problems, as registering your product does not count as proof of purchase.

How do I contact Customer Service?

If you have done the troubleshooting on your lamp and it still isn’t working, if you need to order a new lamp or bulbs or you have any questions, contact our Customer Service team Monday-Friday from 9:00am-4:30pm EST at 1-800-842-8848.  If you are calling about your lamp, be sure to have your model number available.