In-stock Items
Items on our website identified as in stock are shipped within 24-48 hrs of confirming your order. Occasionally some products in our inventory may be temporarily out of stock and/or on backorder status. In cases where the item you ordered is out of stock or backordered, we will contact you within 24-48 hours to inform you of the situation and the additional delay that applies. We do our best to help our customers get their order as quickly as possible, if these delays are not acceptable for the customer, the customer can cancel their order at any time.
We make every effort to let you know when a product is on backorder status by displaying this information on the product purchase page.
Some products are available in limited quantities only and will no longer be available when stock has been exceeded. We make every effort to indicate on the site which items may have limited stock and remove items when stock is gone.
If you have any questions about the availability of our products, please contact us using one of the methods outlined below.
For questions or assistance
Click "Live Chat" window in bottom right corner of page
Email us at info@lumenco.ca
Call us toll-free at 1-888-372-9989
Product Availability
In stock, low stock, backordered or special order — here's what each status means, when your order ships, and how to confirm availability before you buy.
We carry a deep catalogue of lighting, electrical, HVAC and EV products, and we hold the fast-moving lines in stock so they ship right away. Some items are stocked at the manufacturer instead, some are built to order, and a few are on their way out. Every product page tells you which is which before you add it to your cart — this page explains what those statuses mean in practice.
What Each Stock Status Means
The availability shown on a product page reflects what our system knows at that moment, drawn from our own warehouse counts and our manufacturers' feeds. Here's how to read it:
The item is physically on the shelf and ready to pick. Orders placed on a business day are shipped within 24–48 hours of the order being confirmed.
Only a limited quantity remains, and it is sold on a first-come basis. Once that quantity is gone the item may not be replaced — if you need a specific count, order it or reserve it now.
We can still sell it, but it comes from the manufacturer rather than our floor. You'll get an estimated ship date by email within 24 hours. See how backorders work →
Made or configured for you — custom poles, specific colour temperatures, finishes or lengths. Production begins once the order is confirmed, so these generally cannot be cancelled or returned.
The manufacturer has ended the line. Remaining units sell through and are not restocked. Ask us for the current-generation equivalent — there almost always is one.
Availability Is a Snapshot, Not a Reservation
Stock is only committed to you when your order is placed and paid. Adding an item to your cart or saving it to a wish list does not hold it — on fast-moving lines, quantities can change between the time you load the page and the time you check out.
When In-Stock Orders Ship
Items identified as in stock on our website are shipped within 24–48 hours of your order being confirmed. That's our handling time — the time it takes us to pick, pack and hand the shipment to the carrier. Transit time is on top of it and depends on your destination.
- ✓ Business days only — the 24–48 hour window counts business days. Orders placed Friday afternoon, on a weekend or on a statutory holiday start their clock the next business day.
- ✓ Payment has to clear first — the clock starts when the order is confirmed, not when it's submitted. If a payment needs verification, that verification comes first.
- ✓ Mixed orders ship together by default — if one line on your order is backordered, the whole order normally waits for it. Tell us if you'd rather have the in-stock portion shipped right away and the rest to follow; additional shipping may apply to the second shipment.
- ✓ You get a tracking number — as soon as the shipment is handed off, tracking is emailed to you and posted in your account. Follow it on our Track My Order page.
For delivery estimates once the package is moving, see Shipping Methods. For what shipping costs, see Shipping Rates.
How Backorders Work
Lumenco specializes in getting product to you on time. When an item isn't sitting in our warehouse, we backorder it directly from the manufacturer rather than simply removing it from sale — that way you can still buy it, and you know where it stands from day one.
Your Order Reserves the Product
Backordered items are charged in full at the point of sale, exactly like items shipping immediately. That payment is what reserves your unit with the manufacturer — and on some lines, it's what triggers the production run.
We Email You an Estimated Ship Date
Within 24 hours of the order being placed, you'll receive an email identifying which items are backordered and the estimated date they're expected to ship.
We Re-Verify Before the Date
Within 1–2 days of the estimated ship date, we confirm with the shipping warehouse or manufacturer that the date still holds. It's a deliberate check — we'd rather find a slip ourselves than have you discover it.
If It Slips, You Hear About It
If the manufacturer moves the date, we send you an updated notification with the new estimate. If the new timeline doesn't work for your project, tell us — you can cancel while the item is still unshipped.
Cancelling a Backordered Item
A backordered item can be cancelled at any point before it ships. Once it has left the production facility or the manufacturer's warehouse, title has transferred to you and the shipment can no longer be stopped or cancelled — at that stage it becomes a return, under our Returns Policy.
- 1 Contact customer service right away with your order number — by chat, email or phone. The sooner we hear, the better the odds of halting the shipment.
- 2 We attempt to stop it with the warehouse or manufacturer. A cancellation isn't final until they confirm it back to us.
- 3 You get written confirmation by email or phone once the cancellation is accepted, and the refund is issued to the original payment method.
Add info@lumenco.ca to Your Safe Senders List
Everything above — the estimated ship date, revised dates, cancellation confirmations and tracking — reaches you by email. Whitelisting info@lumenco.ca keeps those notifications out of your spam folder, especially on corporate mail systems.
Limited Quantities, Clearance & End-of-Life Products
Some products are available in limited quantities only and will no longer be available once that stock is exhausted. This is normal in lighting and electrical — manufacturers refresh their lines, change chip generations and retire finishes on their own schedule.
Clearance & Final Quantities
Clearance and limited-quantity items sell first-come, first-served, and are not restocked once gone. If a fixture is going into a multi-room or multi-unit job, buy the full quantity in one order — matching a discontinued finish or colour temperature six weeks later is often impossible. Current deals are on our On Sale page.
Discontinued? Ask for the Equivalent
When a product reaches end of life, there is almost always a current-generation replacement with the same base, footprint, lumen output or colour temperature. Send us the model number you're trying to match — including one off an existing fixture you're extending — and we'll identify what supersedes it.
If an item sells out between the moment you order and the moment we pick it, we contact you within 24–48 hours with the options: wait for a restock if one is coming, substitute an equivalent, or cancel that line for a full refund. You are never left waiting without hearing from us.
Confirming Availability for a Project
If a delivery date matters — a job site, a tenant turnover, a renovation with trades booked — don't rely on the badge alone. Ask us first. A two-minute check up front is cheaper than a crew standing around.
- ✓ Bulk availability checks — send us your list of model numbers and quantities and we'll come back with what's on the floor, what's backordered, and a realistic ship date for each line.
- ✓ Stock allocation for a quoted project — on quoted work we can set aside product against your project so it isn't sold out from under you while you wait on approvals.
- ✓ Staged and scheduled deliveries — get the rough-in materials now and the fixtures when the site is ready, rather than storing three phases of a job in a trailer.
- ✓ Substitution options in writing — if a specified item has a long lead time, we'll propose an equivalent with the spec sheet, so you can take it to the engineer or the client before you commit.
- ✓ Multi-site orders — shipping to several addresses is handled as separate shipments so each destination gets the right product, taxed and freighted correctly.
Buying Regularly? Open a Lumenco Pro Account
Contractors, electricians, property managers and renovators get trade pricing, project quotes and a single point of contact who already knows your jobs. That contact is who you call for a stock check — no ticket queue, no re-explaining the project. Learn about Lumenco Pro →
Tight Deadline? Say So Up Front
Tell us the date you need product on site, not just the date you'd like it. If the in-stock item can be expedited we'll tell you what that costs; if the backordered one can't make it, we'll say so before you pay rather than after. Being straight about a date is faster than being optimistic about one.
Availability & Backorder FAQ
The product page said “In Stock” — why did I get a backorder notice?
Stock counts update continuously, and on fast-moving lines an item can sell out between the moment the page loaded and the moment your order was picked. When that happens we contact you within 24–48 hours with the estimated ship date and your options — wait, substitute, or cancel that line for a full refund.
Why am I charged in full for something that hasn't shipped yet?
Because payment is what secures the unit. Backordered items are charged at the point of sale exactly like in-stock items — that's what reserves the product with the manufacturer, and on some lines it's what puts it into production. If the order is cancelled before it ships, the charge is refunded in full to your original payment method.
Can I cancel a backordered item?
Yes — at any point before it ships. Contact customer service with your order number and we'll attempt to halt it with the warehouse or manufacturer, then confirm by email or phone once the cancellation is accepted. Once the item has left the production facility, title has passed to you and it can no longer be cancelled; at that point it would be handled as a return.
Part of my order is in stock and part is backordered. What ships when?
By default the order ships complete, so the in-stock items wait for the backordered one. If you need the available portion now, tell us and we'll split the shipment — additional shipping may apply to the second delivery, and we'll confirm that cost with you first.
How accurate is the estimated ship date?
It's the manufacturer's date, passed to you as we receive it. We re-verify it with the shipping warehouse or manufacturer within 1–2 days of the date itself, and if it has moved we email you the revised estimate. Most dates hold; when one doesn't, you'll know before the original date passes rather than after.
Can you hold or reserve stock while I get approval?
On quoted project work, yes — talk to us and we can allocate product against your project so it isn't sold while you're waiting on a client or a PO. A cart or wish list does not hold anything; stock is only committed once an order is placed and paid.
The item I need is discontinued. Now what?
Send us the model number — off the old fixture, the spec sheet or a previous invoice — and we'll identify the current-generation equivalent and confirm whether it matches on base, footprint, lumen output and colour temperature. There is almost always a successor product.
Can I return a special-order item?
Generally no. Special-order and custom-configured products are built or configured specifically for your order, so they can't be restocked and are non-returnable. We flag this before you commit — if you're unsure whether an item is a special order, ask us first. Full details are in our Returns Policy.
I never received my backorder emails.
Check your spam or junk folder first, then add info@lumenco.ca to your safe senders list — corporate mail filters are the usual culprit. You can also see order status any time in your Lumenco account, or call us at 1-888-372-9989 and we'll read you the current estimate.
Can you check availability on a whole project list before I order?
Yes, and we'd rather you asked. Send your model numbers and quantities to info@lumenco.ca and we'll return a line-by-line status with realistic ship dates. If you buy regularly, a Lumenco Pro account gives you a dedicated contact for exactly this.
Need to Know If We Have It?
Send us the model numbers and quantities — we'll come back with what's on the floor, what's backordered, and a ship date you can plan a job around.
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