Help & Questions
We’re here to help. Below are answers to our most common questions. If you don’t see what you’re looking for, please contact us at customerservice@stratastudios.ca.
Orders & Shipping
How long does processing and shipping take?
Orders are processed within 2–3 business days. Once shipped, delivery typically takes 3–7 business days within Canada and the United States.
Tracking information will be provided when your order ships.
Do you ship internationally?
Currently, we ship within Canada and the United States only.
Can I change or cancel my order?
If your order has not yet shipped, contact us as soon as possible. Once an order has been processed or shipped, changes or cancellations may not be possible.
Returns & Refunds
What is your return policy?
We accept returns within 14 days of delivery, subject to approval.
To be eligible for a return:
- Items must be unused and uninstalled
- Items must be in original condition and original packaging
- Proof of purchase is required
- Returns must be authorized prior to shipment
Due to the nature of lighting products, installed or used lamps are not eligible for return.
Customers are responsible for return shipping unless the item arrives damaged or defective.
Unauthorized returns may not be accepted.
Return Eligibility & Trial Use
Our products are not offered on a trial basis. Returns are intended only for items that arrive damaged, defective, or incorrect.
We do not accept returns for items purchased for evaluation, testing, temporary use, styling, photography, or comparison purposes.
Any item showing signs of installation, use, handling beyond basic inspection, or alteration will be deemed ineligible for return.
We reserve the right to refuse returns that appear to be part of a pattern of excessive or intentional “buy-try-return” activity.
How do I initiate a return?
All returns must be requested by email.
Please contact customerservice@stratastudios.ca with your order number and reason for return. Once approved, you will receive return instructions.
When will I receive my refund?
After your return is received and inspected, we will notify you of approval or rejection.
If approved, refunds are issued to the original payment method within 5–10 business days.
Original shipping charges are non-refundable.
We reserve the right to apply a restocking fee for returned items that do not arrive in original condition.
Product Information
How are your products made?
Each piece is produced in small batches and carefully inspected prior to shipment. Minor variations may occur and are considered part of the design process.
Do your lamps include electrical components?
Some products include sockets, wiring, or related electrical accessories. Product listings clearly indicate what is included.
Electrical Components Disclaimer
Electrical components (including sockets, wiring, and related accessories) are sourced from third-party suppliers. While these components are obtained from certified vendors, we do not independently test or verify their certification, performance, or compliance with local electrical codes.
Installation is the responsibility of the customer. We strongly recommend installation by a qualified electrician where applicable.
We are not responsible for improper installation, misuse, modification, or compatibility issues related to third-party electrical components.
Products containing electrical components are sold as-is and are final sale once installed.
Contact & Support
How can I reach you?
Email us at customerservice@stratastudios.ca. We aim to respond within 24–48 business hours.
Where are you located?
We operate as an independent studio. For privacy and security reasons, our residential address is not publicly listed.