UPS Ground Standard To Canada – Canadian Customers Only

• guaranteed, economical delivery to most addresses in the ten provinces (not available to the Northwest Territories, Nanuvut or the Yukon Territory)
• all items go through customs duty-free
• brokerage fees are not included – UPS will charge a brokerage fee to the customer, separate from the charges calculated in our shopping cart
• Canadian Goods and Services taxes are not included – customers will be required to pay UPS for the total amount of these taxes as well as a small disbursement fee ($5.85 USD or 2.7% of the value of the taxes, whichever is higher)

For our American customers located on APO or FPO military bases or in American Samoa, the Federated States of Micronesia, Guam, the Midway Islands and the U.S. Virgin Islands, please contact us to determine the best and most cost-effective method of shipment based on the mail requirements for your specific location. For our Canadian customers located in the Northwest Territories, Nanuvut and the Yukon Territory, please contact us to determine the best shipping method for your location. All items are carefully packaged for shipment and may be sent to your residential or business address.

Our shipments are non-signature required, but if you need the signature required service, please call us or make a note in the comments section of the online order form when you checkout. Signature required shipments are available for an additional $5.00 fee – this fee will not be shown in the shopping cart, but it will be added to your order during processing.

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Q: Will the shopping cart calculate the discounts applicable to my order?

A: Whether you are purchasing one of our set packages or building your own package, the shopping cart will automatically calculate the discount based on the number of flash units in your order. In the cart, under your Order Subtotal, you will see the Order Discount line showing the amount that has been discounted from the subtotal. The discount is taken before your shipping charges are added and before any applicable sales tax is added for Tennessee residents.

If you are a student seeking the Student Discount, the shopping cart will not calculate your order with this discount as the Student Discount is subject to verification. If you have already sent in the necessary materials to confirm your student status, please simply note in the special instructions box that you would like the Student Discount. The special instructions box appears on the screen when you go to checkout. Once we have confirmed your status, we will apply the discount to your online order. For more information on the Student Discount, please visit the “Specials” page of our website.

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Q: Will my credit card be charged immediately when I place an order online?

A: No, your order is recorded and sent to our Customer Service team for processing. You will receive a confirmation that your order has been placed from our Shopping Cart System, but your credit card will not be charged until the order has been shipped. If you have any questions regarding the order, you may include them in the comments section of the order, and we will address those concerns prior to processing the order. Please note that the charge on your credit card statement will appear as Paul C. Buff, Inc.

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Q: How do I know that my online order has been properly placed?

A: When you have all of the items that you would like to purchase in your shopping cart, you will click on the “Checkout Now” button. You will be asked to select between ordering with the same billing and shipping address or ordering with separate billing and shipping addresses. With your selection made, you will be taken to a screen to enter your credit card information, your shipping information and any special instructions. When you have completed the online form, you will click on the “Submit Secure Order” button. With the order successfully placed, you will be directed to a confirmation page. You will quickly receive a confirmation e-mail to verify that this order has been placed. The e-mail is an automated message acknowledging the successful initial processing of the order, and it will include a reference number for your order. We will contact you if further information is required to process the order.

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Q: What do I do if I realize that I made a mistake in my order after it has been placed?

A: Do not worry, your order is not shipped and your credit card is not charged until the order is received and processed by our Customer Service team. If you realize that you have made a mistake in ordering or wish to change your order, please e-mail us as soon as you discover the need to make a change. You may call us as well on our Toll Free Number (1-800-443-5542), Monday through Friday, from 9:00am until 5:00pm, CST. Furthermore, keep in mind that we want you to be happy! You have a 60-Day Absolute Satisfaction Guarantee on all items, and you may exchange or return any items that do not meet your needs perfectly within that guarantee period.

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Q: How long will it take for my order to be processed and shipped?

A: We will always do our best to process and ship your order promptly. Most items are normally shipped within two days of receipt of your order. Our standard method of shipment is UPS Ground, which is a three to six business day service within the United States. If your order must be received by a certain date, please note this in the comments section of the shopping cart, or call our Toll Free Number (1-800-443-5542) to confirm. If you are ordering for Overnight Delivery, please make sure that your order is placed before 12:00pm noon (CST) so that we may have time to process your order and get it out the same day. In cases where we are unable to fulfill overnight or other specific deadline orders, we will contact you promptly.

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Q: How long will it take for my order to arrive? Can I track the shipment?

A: Once your order has been processed and shipped, you will then receive an e-mail from UPS containing the tracking number for your shipment, with a link to their online package-tracking center. There you will enter your tracking number to track the package in transit, and see your scheduled delivery date.

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Q: Can I get a receipt of the order?

A: When ordering online, your order is not processed and your credit card is not charged until our Customer Service Team has reviewed the order. If we need additional information or if you need to make any changes, you will be contacted promptly. Should any necessary changes alter the final total for the order, you will be contacted and asked to approve the order total before your credit card is charged. Once the order has been placed and shipped, you will receive an itemized receipt in the mail that includes the items ordered, the shipping charges and your total.

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Q: What are the terms of the Absolute Satisfaction Guarantee and Warranty?

A: All White Lightning products arrive with our 60-Day Absolute Satisfaction Guarantee. If for any reason you are not satisfied with an item, you may return it within 60 days for a complete refund, minus the cost of shipping. This is an unlimited, no questions asked guarantee.

All White Lightning Flash Units carry a 5 Year Factory Warranty. This warranty does apply to a unit's original flashtube, but not to the modeling lamp, as these are standard bulbs that may be exhausted based on use. The obligation of White Lightning is limited to the repair or the replacement of your products that have become defective under normal use, as outlined in your manual.

White Lightning Remote Controls (the LG4X and the RadioRemote One System) carry a 2 Year Factory Warranty. This warranty is limited to the repair or replacement of the unit, which fails during the period stated. The warranty shall exclude the replacement of batteries, as these become exhausted over time based on normal use. The Vagabond carries a 1 Year Factory Warranty, limited to the repair or replacement only. This warranty does not include the replacement of a battery that has become exhausted. Take care to follow all of the instructions within the Vagabond Manual to ensure proper use, and to get the most life out of your battery. The warranty applies to units that have become defective under normal use, as outlined in the manual. All other products (i.e. the softboxes and octaboxes, umbrellas, reflectors, light stands, light modifiers, hardware, etc.) carry a 1 Year Factory Warranty, limited to the repair or replacement only.

Our Satisfaction Guarantee and Factory Warranty service is only offered to and from our customers in the United States (including U.S. territories) and Canada.

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