Customer Care
Reporting Damaged, Defective, or Incorrect Items (24 – 48 Hour Requirement)
If any product arrives damaged, defective, or incorrect, you must notify LimeLight within 24–48 hours of delivery.
To report an issue:
- Email us at support@limelightstages.com.
- Please upload the following information: photos, videos, your name and your order number.
- We ask that all customer care issues are initially emailed so our system can timestamp and log your claim.
Required Documentation
To process a claim, the following documentation is required:
- If your shipment arrived damaged, you must sign “DAMAGED” on the Bill of Lading (BOL) and retain a copy. We recommend taking a photo of anything you sign.
- If signed electronically, write “ARRIVED DAMAGED” in the signature line and take a photo.
- Photos of the packaging and visible damage or defect
- Photos or video of the affected item(s)
- Your order number and contact information
- Any additional details requested by our team
Incomplete submissions may delay processing and may limit our ability to file a freight claim on your behalf.
Replacement Procedure
Once your claim is reviewed and replacement is approved, LimeLight will:
- Ship replacement components or full units, or
- Provide corrective support depending on the issue
Products must remain in their original packaging until the claim is resolved.
Incorrect Shipments
If the wrong item is delivered, you must report the issue by emailing us at support@limelightstages.com within 24–48 hours for fast correction.
To report an issue:
- Email us at support@limelightstages.com.
- Please upload the following information: photos, videos, your name and your order number.
- We ask that all customer care issues are initially emailed so our system can timestamp and log your claim.