Policies

Shipping

Orders typically ship within 24 hours of payment receipt. If you need an order shipped same day, please place the order before 2 PM and give us a call to let us know when you need it by. We will do our best to get it out that day.

Dealers & contractors are responsible for all shipping costs unless their dealer tier (Silver/Gold/Platinum/Diamond) includes a free shipping clause. Any free shipping is within the United States only via the most economical method as determined by Coastal Source. These shipments are often shipped freight due to their size and weight and must ship to a single address. If expedited shipping is required, dealers are responsible for all shipping costs.

Orders may always be picked up at our warehouse at no extra charge:

1501 Glen Avenue, Moorestown, NJ 08057

Please provide 8 hour notice before pickup whenever possible. Once your order has been fulfilled and shipped a confirmation email will be sent to the individual assigned to the ordering account.

Returns & Exchanges

All returns and exchanges must be approved by Coastal Source, LLC. Please call us at 1-800-719-1996 to receive instructions on how to return or exchange your purchase.

For information on the Coastal Source warranty and warranty replacements, please see the Warranty section below.

Coastal Source will accept unused, new condition product in original packaging up to 30 days after purchase, with appropriate RMA authorization, at dealer shipping expense. Restocking fees of up to 10% are applicable as stated in the dealer agreement. With this in mind, we encourage you to keep the unused products for your next job.

Complete Return Policy

All non-shipping related claims of errors, defective goods or shortages, must be made to Coastal Source within 15 days of receipt of goods.
Goods cannot be returned without prior authorization from Coastal Source.
Customer is responsible for all shipping charges.
A Return Materials Authorization (RMA) number must be obtained from Coastal Source prior to return of goods. The RMA must appear on all labels and shipping documents in addition to the original purchase order number, if applicable.
Any unused, unopened, factory-sealed goods may only be returned with prior written permission of Coastal Source in addition to obtaining an RMA. All such goods must be returned with shipping prepaid, in factory sealed cartons, and will be subject to a 10% restocking charge as stated in the dealer agreement.
Custom goods, standard style customer requested altered goods, or discounted goods are not returnable.
All refunds will be made only in the form of in-house credits. Credits do not expire.

Account & Payment

Please review the following details on managing your account and orders with Coastal Source.

To place an order with Coastal Source, you must select a payment method during Step 4 of checkout. The options are as follows: Credit Card, EFT/ACH, Purchase Order, and Account Credit.

Credit Card

All dealers start on credit card terms. Accepted credit cards: VISA, MasterCard, American Express, and Discover.

When selecting Credit Card as payment, Coastal Source obtains a credit card pre-authorization. A pre-authorization places a temporary hold on your card for the order subtotal plus applicable tax. The hold duration is dependent on the policies of your card's issuing bank.

Following shipment, an invoice is generated with any applicable discounts and shipping charges. Once invoicing is completed the conversion of the pre-authorization into the final charges will occur. In the instance that your order includes backordered items, your order will split into two or more shipments. Each shipment produces its own invoice and payment.

Purchase Order (Coastal Source Financing)

Dealers (BRONZE tier and above) are eligible to apply for Coastal Source Financing. To request an application, email or call Customer Service. Approval and terms are subject to credit report results.

To pay via Coastal Source Financing, approved dealers must select 'Purchase Order' as the method of payment during checkout.

Due Date: 30 days from the date of invoice unless otherwise stated.
Payment: Business check mailed to the address below or EFT/ACH. Credit card is NOT an accepted payment method.
Statements: Monthly statements sent via email on or about the first of each month to dealer-designated accounts payable contact(s). Email Customer Service to request a current statement at any other time.

Payment Remittance Address:

Coastal Source
Attn: Accounts Receivable Dept.
1270 Glen Ave
Moorestown, NJ 08057

Split Payments

Split payments can include two or more credit cards or a credit card combined with an EFT/ACH. To complete a split payment, please contact Customer Service prior to placing your order.

Account Credit

Account credit primarily issues following the return of unused product (RMA for Credit) and VIR (Value Incentive Rebate).

Credit Memo: Sent to dealer-designated accounts payable contact(s) following the completion of an RMA for Credit.
VIR: A bi-annual rebate based on your paid purchases that may issue as credit to your account. To learn more about VIR and your other dealer benefits, click the 'Program Details' button below 'Earned VIR Status' on the Dashboard.
Credit Balance: Appears above the Dashboard on the Dealer Website. Available to apply to an order during checkout at Step 4 — Payment Information.

EFT/ACH (Electronic Funds Transfer)

EFT/ACH payments initiate via your bank. Processing times and costs (if any) vary per banking institution. Inquire with your bank for details.

Orders placed with EFT/ACH selected are subject to an automatic hold. Upon receipt, Customer Service will email a Down Payment Invoice and our banking information required to complete the transaction. Please email a copy of your payment confirmation to [email protected]. When funds have cleared Coastal Source's bank account, the hold releases and the order proceeds to shipment preparation.

Resale and Tax Exemption Certificates

For orders to invoice without tax charges, provide a valid resale or tax exemption certificate to Customer Service. To provide a tax document, email Customer Service or respond to the emailed upload request sent via our secure service — Avalara/AvaTax.

If a valid tax document is on file, orders placed on the Dealer Website will automatically update to remove tax charges. Dealers are responsible for providing updated documents when tax documents expire. Failure to do so may result in tax charges appearing on your invoice(s). Due to a limited window for adjustments, refunds on tax charges may not be available when documentation is provided 30 or more days following invoicing.

Invoices

Orders invoice following shipment. Dealer-designated accounts payable contacts can expect to receive an automated email with a PDF copy. For greater expediency, download invoices from the Dealer Website using the following steps:

Click on 'My Account' (upper right corner of the website).
Click on 'Order History' (listed on menu along left side of the website).
Look for the column labeled 'Invoice'.
Click on the desired invoice number and a PDF copy will automatically download.

Orders list from newest to oldest. If you cannot find a particular order, switch from 'My Orders' to 'All Company Orders'.

Accounts Payable Contacts

Dealer-designated Accounts Payable contacts will receive all invoice and statement email correspondence. To ensure delivery, please advise Customer Service of any changes to your accounts payable contacts.

Contacting Customer Service

Phone: 800-719-1996, press option "2"
Email: [email protected]

Warranty Policies

Warranty Process

Coastal Source backs up its products with a thorough warranty. Coastal Source will repair or replace defective products within the warranty period and scope. To initiate a warranty claim please email a description of the issues and any available photos to [email protected]. You will be contacted for more information and Coastal Source will determine whether the product can be repaired or will be replaced. A RMA (Return Materials Authorization) number will be issued and, if the defective item needs to be returned to Coastal Source, a prepaid return shipping label will also be issued. Failure to return defective products within a specified time period may result in an invoice for the replacement product.

Warranty Replacement Shipping

Coastal Source sends warranty replacement products using UPS Ground shipping. Warranty replacements are typically shipped out within 24 hours of RMA number issuance.

In-Warranty Repairs

In the event of a product failure or issue that occurs within the scope of the Coastal Source warranty, Coastal Source will provide repair at no charge and will cover shipping to and from the dealer. Repair turnaround time is typically within 5 days of receipt, but may vary depending on the type of work that is required.

Out-of-Warranty Repairs

In the event of a product failure or issue that occurs outside of the scope of the Coastal Source warranty, Coastal Source will provide repair at a cost of materials + labor. Materials will be billed at the dealer cost for the replacement parts. Labor will be billed at a rate of $95/hour. Dealer is responsible for shipping both to and from Coastal Source. Repair turnaround time is typically within 5 days of receipt, but may vary depending on the type of work that is required.

NOTE: Dealers are free to take advantage of the Lifetime Care program in favor of having products repaired. This program allows dealers to purchase new replacements at 25% off of dealer cost for all out-of-warranty products. Proof of purchase is required for all Lifetime Care replacements.

The Coastal Source Lifetime Care Program

Coastal Care doesn't stop when the warranty expires and it doesn't matter what happens to your Coastal Source product, we're always here to help. No matter what occurs during (non-covered damage) or after our Coastal Source warranty, including wear & tear, abuse, even acts of God such as lightning, hurricanes and floods, you can directly return your Coastal Source product (or whatever is left of it) to us and receive 25% off for a brand new replacement — no questions asked.

Rest assured, even if disaster strikes you will never have to pay full price to replace a Coastal Source product.

The Lifetime Care program is subject to current in-stock products. This program does not apply to consumable products such as LED lamps/modules, tiki torch wicks, etc. Customer must pay return freight for damaged products.

Standard Warranty

COASTAL SOURCE warrants its goods against defects in material and functionality. At COASTAL SOURCE's sole discretion, COASTAL SOURCE will either repair or replace (at no charge) any professionally installed and maintained COASTAL SOURCE goods that fail under normal operating conditions for the original owner within the specified warranty period noted below. Replacements are subject to in-stock availability and may be new or renewed/refurbished products. All goods are warranted from the date of invoice, provided they are returned to the corporate office for inspection (transportation prepaid) and determined defective under the terms of the warranty. This warranty covers only equipment manufactured by COASTAL SOURCE and does not extend to transportation, installation, labor compensation, or replacement charges, nor does it apply to any equipment of another manufacturer used in conjunction with COASTAL SOURCE equipment. Our warranty becomes null and void in the event of damage to the product resulting from breakage due to abuse or misuse; repairs, alterations or modifications of the product by anyone other than authorized representatives thereof; damage resulting from accidents, vandalism, acts of nature, and improper use. See Lifetime Care Program for additional options.

Residential Warranty

All COASTAL SOURCE brass and aluminum lighting fixtures bear a lifetime warranty.
All COASTAL SOURCE patented Coastal Connectors™, cables, LED lamps & modules (including EVO, Niche, and Gimbal LED Modules), speakers, CRS/CAS/SAS amplifiers, transformers, electronic components, and specialty finishes (black, white, nickel, etc.) have a five (5) year limited warranty.
All THIRD PARTY products sold by COASTAL SOURCE bear their original manufacturer's warranty.
All CLEARANCE items purchased from COASTAL SOURCE are limited to a one (1) year warranty.

Commercial or Non-Residential Limited Warranty

All COASTAL SOURCE lighting fixtures, patented Coastal Connectors™, cables, LED lamps & modules (including Niche & Gimbal LED Modules), speakers, CRS/CAS/SAS amplifiers, transformers, electronic components and specialty finishes (black, white, nickel, etc.) have a five year (5) limited warranty.
All THIRD PARTY products sold by COASTAL SOURCE bear their original manufacturer's warranty.
All CLEARANCE items purchased from COASTAL SOURCE are limited to a one (1) year warranty.

Filing a Claim

To file a warranty claim, please contact us to receive a Return Materials Authorization number (RMA) and a return shipping label:

Coastal Source — Warranty Claims Department
1.800.719.1996
[email protected]

Please include your contact information, original order number, reason for the return, and photos of any apparent product issues.