Frequently Asked Questions

Find answers to common questions about our showroom, shipping, returns, and more.

Is your showroom open?

Our showroom is currently closed for re-design in our new Aurora location. We are aiming to open the showroom again to the public early July. Our office is for order pick-up Monday-Friday from 9:00am - 5:00pm. Please Note our NEW address 3700 N Windsor Dr, Unit 300, Aurora, CO 80011.

I live in Denver, can I come pick up my order?

Yes. For order pickup, you will receive an email when your order is ready. Please allow 24-72 hours for your order to be processed and ready for pickup.

Our showroom is open for customer pickups Monday-Friday from 9:00am - 5:00pm. Please Note our NEW address 3700 N Windsor Dr, Unit 300, Aurora, CO 80011.

Do you have coupon codes?

We have coupon codes from time to time. Our home page will display the coupon codes we have active and you can use this code at checkout.

Where can I find information about quantity discounts?

Below the price on each product page you'll find tiered pricing that shows the quantity required for each discount.

Do you offer price adjustments if an item goes on sale during another week of the 12 Weeks of Christmas Savings?

No, we do not offer price adjustments on previous purchases. Our 12 Weeks of Christmas Savings event includes a variety of weekly promotions, and pricing can change from week to week based on inventory, demand, and seasonal timing. Because each week’s offer is unique and available for a limited timeframe, we’re unable to adjust prices or apply discounts retroactively to orders placed before or after a specific promotion. All purchases reflect the pricing available at the time of ordering, and those prices are considered final.

Can I receive a shipping refund if my recent order would have qualified for free shipping during a free shipping promotion?

Promotional free shipping applies only to orders placed during certain promotional periods. We are unable to issue refunds or adjustments for orders placed before or after the promotion. If you place additional orders during the promo period, they will automatically qualify for free FedEx Ground shipping when the cart subtotal meets the required threshold.

When will my order ship?

 We do not ship on the following holidays in 2026: Thanksgiving Day, Christmas Eve, Christmas Day,  December 26th, New Year's Eve, New Year's Day, Memorial Day, the 4th of July, 5th of July, Labor Day.

Can I ship to a PO Box?

FedEx does not deliver to P.O. Boxes. Due to restrictions by FedEx, it is highly advised not to attempt shipment to a P.O. Box. FedEx may return the package to us as undeliverable. If you have any questions, please call us at 1-800-209-6122.

How will I know that my order has shipped?

An email confirmation with the FedEx tracking number will be sent to you when your order leaves our warehouse.

Do you offer free shipping?

We are not currently offering free shipping. Occasionally, we will have free shipping promotions that will be communicated by email. 

Do you ship to Alaska? Hawaii?

Yes. You may place your order online or call us at (800) 209-6122 to place your order. We ship 2-day or overnight shipping only.

We cannot ship orders to Alaska or Hawaii by any method of ground transport. We ship via FedEx only.

Do you ship to Canada?

Yes. We ship to Canada using FedEx International Connect. You may place your order online or call us at (800) 209-6122 to place your order.

All prices on our website and shipping rates are quoted in US dollars and the shipping rate includes taxes, fees and duties.

Do you ship to Puerto Rico, Guam, American Samoa, US Virgin Islands, or Northern Mariana Islands?

No. We currently do not ship to the U.S. territories, however we do allow billing addresses from these locations.

Is your website secure?

Yes, our website is 100% secure and is tested daily by McAfee Secure to ensure protection. We use Secure Sockets Layer (SSL) encryption. This is the industry standard for keeping your information out of the wrong hands.

What will you do with my customer information?

We sell awesome Christmas lights, not customer information. At Novelty Lights, we are committed to protecting your privacy.

The information you provide is used only within our company to process orders. We do not give or sell any customer information to third parties.

How do I make a return?

Satisfaction Guarantee: Your satisfaction is our top priority. If, for any reason, you are not completely satisfied with your purchase, our hassle-free return and exchange policy is designed to give you peace of mind. We are committed to ensuring our products and customer service consistently meet your expectations.

IMPORTANT Returns Acceptance:

• Returns will not be accepted 30 days after the purchase date.
• The product must be in its original packaging, including all hardware, instructions, and accessories, and in an unused and undamaged condition to ensure they’re resaleable.
• Returned products must not have been used, installed, or modified in any way.
• Customers are responsible for shipping charges for returned products. Returns must be scanned by the return shipping carrier within the 30-day deadline.
• Products returned after 30 days or in a damaged, incomplete, or modified state will either be returned to you at your expense or be subject to a restocking fee (up to 40%), depending on the product’s condition.
• Customers are responsible for shipping costs to return non-defective products.
• We don’t refund shipping costs associated with the original purchase.

For Guest Accounts please return your order as instructed in our Return Policy, or contact Customer Service at (800) 209-6122 Option 4 to initiate your return. 

For Registered Accounts please initiate an RMA as instructed below to make a return.

1. Log into your Novelty Lights account.
2. Navigate to My Account on the dashboard.
3. Select Orders on the left of the page.
4. Navigate to the correct order number
5. Select Return Item(s). A list of products ordered will appear.
6. Select the product and quantity for return. Fill out the information on the return form.
7. Click submit.
8. Print the RMA confirmation email and include it in your return shipment.
9. Ship the returned products with the shipping carrier of your choice. The cost to make a return is the customer responsibility.

What if the product is defective?

All products sold by NoveltyLights.com have a warranty, the length of which can be found in the product overview or specifications tab on the product page. Our goal is to resolve the issue as quickly as possible. We will either replace the product (if in stock) or issue a full refund.

Please inspect your order upon arrival. If your order arrives damaged, not working, or if you received the wrong product, photo documentation is required to assist with processing your claim. Contact Novelty Lights within 7 days of delivery at customerservice@noveltylights.com. Provide your order number, a description of the issue, and photos of the product.

Claims submitted after 7 days for damage will be denied. A shipping label will be provided at no cost to you for incorrect products. Replacements will also be shipped at our expense.

If you have any questions or concerns, please contact us at 1 (800) 209-6122 Option 4 or customerservice@noveltylights.com.

For more details, please refer to our Return Policy.

What forms of payment do you accept?

We accept Visa, Mastercard, Discover, and American Express. You can also pay through PayPal and Affirm.

What are your hours of operation?

Our customer service team and sales team are available by phone Monday-Friday from 9:00am - 5:00pm MST, and Saturdays and Sundays from 9:00am - 4:00pm MST only during our holiday season.

Our phone number is (800) 209-6122 or you can contact us via chat from our website, or by email at customerservice@noveltylights.com anytime.

Still Have Questions?

Contact our team for further assistance. We're here to help!