Frequently Asked Questions (FAQs)

Service & Support

Who is my ALW Customer Service Representative (CSR)?

Agents may identify the specific ALW Customer Service Rep (CSR) assigned to their agency — along with their assigned Regional Sales Manager (RSM) — by reviewing this Agency/CSR/RSM document.

Who do I contact for Warranty Support and/or assistance with parts?

Please contact your Customer Service Rep listed here. Or, if you do not know who your CSR is, send an email to TalkToUs@alwusa.com.

Ordering, Processing & Shipping

Does ALW ship to locations outside of the United States?

ALW USA manufactures and ships lighting products for the U.S. and Canadian markets only. However, we have affiliates that do serve the European, Asian and Indian markets. Please visit alwuk.com, alwchina.com and alwindia.com respectively.

How long will it take to receive factory drawings for my project?

Factory drawings are most normally created and sent to agents within 1 week.

How do I place an order?

FOR SPECIFIERS: Our products are sold through independent lighting agencies specific to your project’s locality. You may find your nearest lighting agent representing ALW here. FOR AGENTS: Please send purchase orders to orders@alwusa.com.

Does ALW accept returns?

No, our products are made-to-order and thus are non-returnable and non-refundable. In the event of damage or malfunction, please contact our Product Service Coordinator, JC Cortes, at cortes@alwusa.com.

What is ALW’s standard lead-time?

Currently, our standard lead-time is 4-6 weeks. Please contact customer service for specifics and expedited requests.

Does ALW offer a freight allowance?

Yes, minimum order values and limitations apply. Agents may consult our Freight Policies for additional information. General Freight Policy. California-only Freight Policy.

Product Questions

What color canopies does ALW provide?

We provide white canopies for all suspended luminaires. Please contact factory if you require an alternative color finish. (Agents familiar with our POST system may add a note to the part number.)

Where can I find installation instructions?

ALW provides installation instructions for all luminaires on our website on the specific product’s page. Site users can locate specific luminaires starting from alwusa.com/luminaires.

How do I determine “cut-out” dimensions?

After an order has been placed, ALW provides factory drawings that include exact dimensions most usually within 1 week.

How do I remove the lens from the luminaire’s housing?

For most products, removing the lens is accomplished by using a mini suction cup. ALW provides these suction cups for applicable products.

Does ALW provide DMX controllers?

No. Any and all required controls should be sourced through a third-party. However, when ALW products are specified with DMX-compatible drivers, we do program and ship out the drivers in the network-ready, DMX-mode.

Are luminaires offered in non-standard lengths?

Generally, yes. Consult product spec sheets for specifics and limitations.

I’m not finding a photometric report or IES file for the specific configuration I am specifying. What do I do?

All photometric reports and IES files for which we have test results are posted on the site. Oftentimes, however, testing was done only for one lamping option. In such cases, we provide extrapolated performance figures for each lamping option on the product spec sheet. Additionally, we offer the accompanying Light Loss Factor multipliers to use in IES software to derive light outputs for additional lamping options.