FAQs

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

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

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

Installation manuals are included in the box with every order and can be found on our website here. (https://visoinc.com/installation-manuals)

Feathers and Origins have incadescent and halogen sockets and can use an LED bulb. All other collections are made with integral LED lighting.

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

VISO accepts credit card payment by way of VISA, AMEX and Mastercard for U.S. and Canadian orders with 3% processing fee. Cheques and wire transfers are also accepted for all orders.

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.

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.

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

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.

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.

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.

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 that was arranged by VISO, we will ensure to file a claim so that the client receives new merchandise in good order, whereas customers are responsible to file a claim with their carrier if they choose to use their own account.

VISO light fixtures are purely decorative. Thus, they cannot be used for task lighting. However, there are some exceptions, please inquire with our sales team.

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

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

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

The lead-time for custom lighting projects is 16-18 weeks depending on the size and scope of the project. Please reach out to our team for more information.

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

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

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

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

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.

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.

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.

Orders for light fixtures from our Brand Collection typically ship within 2-4 weeks. Custom orders ship typically ship within 16-18 weeks. Orders are shipped once payment is received in full.

Yes, VISO ships internationally.

No, VISO does not ship to PO Boxes.

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.

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.