FAQ’s

  • Brand Collection

  • What is the lead-time for products from your Brand Collection?

    The general lead-time for fixtures in our Brand Collection is typically 2-4 weeks depending on order volume. Exact lead times will be specified at time of order confirmation and deposit.

  • Do you provide samples of fixtures from your Brand Collection?

    Samples of our fixtures can be arranged at a minimal fee. If the fixture is specified for a project, we will happily return the fee upon receipt if the sample in its original condition.

  • Can light fixtures from your Brand Collection be dimmed?

    Most light fixtures in our Brand Collection can be dimmed. Additional components may be required.

  • What instructions are included with fixtures from your Brand Collection?

    Installation manuals are included in the box with every order and can be found on our website here.

  • Where can I find spec sheets for fixtures from your Brand Collection?

    Spec sheets can be found on the product page for each fixture in our Brand Collection.

  • Are all VISO light fixtures from the Brand Collection available in LED?

    All VISO light fixtures are available in LED.

  • What are the standard cable lengths for your light fixtures in your Brand Collection?

    The standard cable length for VISO light fixtures is 10 feet.

  • Custom Projects

  • Is there a minimum order for custom projects?

    The minimum order amount for custom projects is $10,000, though exceptions can be made.

  • What is the lead-time for custom lighting projects?

    The lead-time for custom lighting projects is 10-14 weeks depending on the size and scope of the project. Please refer to our process here for more information.

  • What finishes are available for custom projects?

    There are 50+ finishes available for custom projects. Please let us know your requirements.

  • What is the cost for custom designed light solutions by VISO Design Studio?

    The cost varies depending on the size and scope of the project. The project will receive budget pricing at time of inquiry.

  • Can custom lighting projects be set up on a dimmer?

    Yes, custom projects can be set up on a dimmer. Please be sure to communicate this requirement to our sales team.

  • For custom projects, do you provide renders of proposed lighting designs?

    High-quality renders are provided for all custom projects. Our industrial design team at VISO Design Studio ensure that our clients get a visual of the light fixture stand alone or as part of the interior design environment.

  • Payment Methods and Order Policies

  • What payment options do you accept?

    VISO accepts credit card payment by way of VISA and Mastercard for U.S. and Canadian orders. Cheques and wire transfers are also accepted for all orders.

  • Do you charge sales tax?

    VISO charges sales tax on orders shipped within Canada. Likewise, if the customer is located outside of Canada and the order is being shipped to a Canadian destination, sales tax will be applied.

  • What is your cancellation policy?

    After the date of order confirmation, orders cannot be changed or cancelled by the customer without written consent from VISO Inc. Special order items are not subject to change or cancellation under any circumstances. Standard Brand Collection orders changed or cancelled after shipment are subject to a 30% restocking charge (see RGA/restocking charge, on following page). Notification of changes or cancellations must be in writing and directed to your VISO Inc. representative.

  • Do you offer a trade discount?

    Yes, VISO offers a trade discount. Contact our sales team for more information.

  • Shipping

  • How much does shipping cost?

    Shipping is calculated based on the size and weight of the order as well as how far it is being shipped from our facility in Toronto, Ontario or Leiria, Portugal. We ship all over the world and offer rock bottom prices.

  • When will my order ship?

    Orders for light fixtures from our Brand Collection typically ship within 2-4 weeks. Custom orders ship typically ship within 10-14 weeks. Orders are shipped once payment is received in full.

  • How will my order ship and how long will it take to get to me?

    VISO works with numerous carriers to obtain the best rate for our customers. All orders are packaged securely to avoid damage during shipping. You can also provide our sales team with your freight forwarding companies details to arrange shipping on your behalf.

  • Do you ship internationally?

    Yes, VISO ships internationally.

  • Do you ship to PO Boxes?

    No, VISO does not ship to PO Boxes.

  • Returns

  • What is your return policy?

    If you are unsatisfied with your purchase, you can return your items to us within 60 days of receipt of your merchandise for a refund (excluding shipping charges). Note that all returns are subject to a 30% restocking fee.

    Returns must be authorized by VISO prior to processing.

    To have your return authorized, visit our Contact Us page and fill out the form. In the message field, please request an RMA form for a return of merchandise.

    Our sales team will send you an RMA form. Fill out the RMA form completely, being sure to include your purchase order or invoice number. Once complete, please email the RMA form to your VISO sale representative.

    Please Note: any merchandise received by VISO without an RMA form will not qualify for a refund and will be rejected by our shipping/receiving department.

    Once your RMA form and merchandise have been received by VISO, the merchandise will be reviewed. Returns must be in new, resalable condition in the original packaging. Note that special, made-to-order, custom coloured or discontinued merchandise cannot be returned.

  • How does VISO handle defective products?

    Defective products are handled on a case-by-case scenario. Please be sure to examine all light fixtures within 3 days (72hrs.) of receiving them. Claims for defects must be made within 10 days of delivery.

  • How much time do I have to inspect my order for damage?

    It is the purchaser’s responsibility to examine goods upon receipt and to file any claims with the carrier within 3 days (72hrs). Any claims to VISO Inc. for defects, errors or shortages must be made by the purchaser, in writing, within 10 days after any delivery. Failure by the purchaser to make any claim against VISO Inc. within 10 days will constitute acceptance of goods and waiver of any defects, errors or shortages.

  • What happens if my order is damaged during shipping?

    All merchandise is packed to comply with carrier requirements. VISO Inc. is not responsible for damage to goods, which occur in transit or in storage. Should the lights be damaged during shipping, VISO will ensure to file a claim so that the client receives new merchandise in good order.

  • Warranty

  • What is VISO’s product warranty?

    VISO offers a one-year warranty on VISO products from the date of delivery. During the warranty period, VISO will repair or replace at its option, free of charge, products that are proven to be defective.

  • 1. What does the VISO product warranty cover?

    The VISO warranty applies to defective products only. The warranty does not apply to damages resulting from accident, alteration, tampering, misuse, negligence or abuse. The warranty does not apply to light bulbs and ballasts which are not products manufactured by VISO.

  • Technical

  • Do you offer photometric readings for your lighting?

    VISO light fixtures are purely decorative. Thus, they cannot be used for task lighting. However, there are some exceptions. Photometry for our decorative pendants can be arranged if it is necessary.

  • Do you offer Rivet and CAD files for your lighting?

    VISO offers both rivet and CAD files for light fixtures from our Brand Collection on an individual basis. Please contact our sales team for more information.

  • What is the maximum wattage that can be used to lamp your light fixtures?

    Please refer to the specification sheet on the individual product page on our website.

  • Do you offer 277 voltage for your pendants?

    VISO offers 110/220/277 voltage for all pendants. Speak to our sales team for more information.

  • Do you offer integral LED?

    Yes, VISO offers integral LED for many of our fixtures. Please see the individual product page on our website.