Shipping policy

Most LimeLight orders ship via LTL truck carriers on shrink wrapped pallets and feature curbside delivery.  Due to the nature of the size of our products and LTL carrier policies, you must report any damage or missing items to us at support@limelightstages.com within 24 hours of delivery AND you must write ARRIVED DAMAGED on the BOL next to your signature before the driver leaves.

Damages and Issues (24-Hour Requirement)

Please inspect your order carefully upon delivery.

If you see any of the following when your shipment arrives:

  • Torn or compromised shrink wrap on the pallet
  • Crushed or heavily damaged boxes
  • Visible damage to any part of the shipment

You must:

  • Note the damage on the Bill of Lading (BOL) before the driver leaves.
  • Write “DAMAGED” or “ARRIVED DAMAGED” clearly next to your signature.
  • With your cell phone, take a photo of the signed BOL showing your damage note.
  • Take clear photos of the damaged packaging and product.
  • Email us at support@limelightstages.com with:

Photos of the damage

A picture or scan of the signed BOL

A copy of your invoice or order confirmation

If an item is defective, damaged, or you received the wrong item, please email us at support@limelightstages.com as soon as possible (within 24 hours of delivery) so we can evaluate the issue and make it right.

How to Report a Damage, Defect, or Incorrect Item

To help us process your claim quickly:

  • Email us at support@limelightstages.com
  • Upload photos, videos, your name and order number so our system can timestamp and log your claim.
  • Email supporting documents (BOL, invoice, photos) to support@limelightstages.com if your shipment arrived damaged.

Required Documentation

To process a claim, the following are required:

  • Signed Bill of Lading (BOL) marked “DAMAGED” or “ARRIVED DAMAGED” if there was visible freight damage
  • Photo of the signed BOL
  • 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 approved, LimeLight will:

  • Ship replacement components or full units, or
  • Provide corrective support depending on the issue

Please keep all products in their original packaging until your claim is fully resolved.

Incorrect Shipments

If the wrong item is delivered, please:

We will review your claim and correct the shipment as quickly as possible.