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FAQ
Amazon
Q： I sent messages via Amazon.ca to you Why did not reply to me？
A：We ALWAYS reply to a new message. Normally within one business day. If you don't receive our reply in 2 business days, there must be some problems. Here are what you can do:
Q： What is Fulfilled by Amazon (FBA)?
A：Fulfilled by Amazon （FBA) means the product was imported and labeled by the seller (Eg, EBOKA LED), the seller send them to an Amazon's warehouse. When a customer makes an order, Amazon will take care of shipping and customer service, and charge the seller for service fees.
Q： Where is my stuff? When will it arrive?
A：At the product's page, it will show if it is sold by xxxxxx (brand name )and Fulfilled by Amazon, then the package will be prepared and shipped by an Amazon warehouse. Usually, it will take 1 day ~ 1 week to be delivered but Amazon will NOT provide any shipping info details to us.
If you believe your package is delayed or lost, please contact Amazon Customer Service directly :
https://www.amazon.ca/gp/help/customer/contact-us
Q： Why do I receive an open-ed item when I purchased it as new?
A： We NEVER sell opened/used items on Amazon.
However, there is a small chance that you will receive opened item from Amazon. This is because when a product is returned to Amazon from a customer, Amazon warehouses will inspect the condition of that item. If they are still in their original package and never open, Amazon will resell it. If it is damaged or not resellable, it will return to us, and we will label them "opened" and apply a discount (just like BestBuy). Sometimes Amazon failed to check returned items' condition carefully, and that is beyond our control.
Q： What should I prepare when calling you?
A：Amazon customer please have your Order ID in hand. It will be in your Amazon's order detail page. That is a long number looks like 70x-xxxxxxx-xxxxxxxx.
Q： I missed Amazon's 30 days return time : (
A：We offer store warranty from 1 to 3 years. Please contact us. Most lights are 3 years and most tools are 1 year. Shipping& restocking fees may be applied.
Order &Customize Order
Q: How can I order?
A: Simply add your items to the cart and finish the payment process. You may have your credit card or PayPal account ready.
Q:I want to buy 11 lights, but I can only see 6-pack available. Can I modify my order?
A:Yes you can.
please call or text 437-777-2222 or send an email to [email protected].
Q: Can I negotiate the price?
A: All prices are fixed. For large quantities (>500$), please contact the wholesale team [email protected].
Contact
Q： How can I contact you?
A：The best time is to call/text/ email us during office hour, Eastern time zone (Toronto). We will usually reply in a few hours, and one business day maximum. If you don't get a reply please check trash/spam/promotion folder, or contact us again.
Q：What language of service do you have?
A：We provide English and Chinese Mandarin.
Shipping
Q: How many days can I receive my order?
A: An order will be prepared and shipped the next business day from Ontario. Some orders made before 11 am in the Ontario time zone can be a little faster. Transit time is 1~2 business days for Ontario and Quebec Customer, and it is 3~5 days to other provinces. Holidays and weekends are not included.
Very large orders may be shipped by skids and will take a few days longer, please contact us for a more accurate estimate.
Q: What shipping couriers are you using? Can I use PO-Box?
A: We are using UPS/Canpar/FedEx/Dicom/Purolator. For cost and time-efficient reasons, we don't use Canada-post and therefore we don't accept PO-BOX. In the future, we may add Canadapost.
Q: Will there be tracking info?
A: Yes. Once we shipped your package, there will be an automatic email providing tracking info. You should be receiving this information 1 business day after you made the order. If you did not receive anything, please contact us.
Q： My package is delayed.
A： Please use the tracking info we provided to contact the courier. We may help you contact them too, but if you contact them directly should be faster and easier. We will need t
Q： Do you ship by skids?
A：Yes. Please make sure the receiving address has a standard size loading dock. Or the courier may charge a tail gate rental fee.
Q： Do you ship overseas?
A：Normally only to the U.S. But you are welcome to contact us so we can work with a solution.
Q： How much is the shipping cost.
A：When you making an order from eboka.ca, the shipping cost come with each shipping options.
If you order large quantities (> 500$) please contact us. normally you are expecting 13-15$ if you are in Ontario and Quebec, and 25~30$ for other areas. Small towns that away from major cities may be more expensive. Pallet size shipping cost is about 100$/skid to Ontario and Quebec, double to other provinces. These numbers are estimated, subject to actual weight, sizes, and locations.
Warranty
Q： What's the warranty?
A：Tools are usually 1 year, and lights are usually 3 years, some are 5 years. Assesorries are not covered by warranty.
Q： How do I claim the warranty?
A：Please contact us with your order ID. We will send replacement parts.
Some items do not need return, some may not returnable, please contact.
Product-Related
Q： My pot light is defective. Can I simply replace the light and leave the driver box?
A：Sorry, no.
When a light went bad, the problem is usually the driver box. You will need to replace the driver box. Some popular items we have extra driver box sold separately.
Driver box is designed for its own light, even they look the same, but not interchangeable. For example, 4inch and 6-inch pot lights have a similar driver box, but one is 9w and another one is 15w.
Q：what does 3000k,4000k mean?
A：They are color temperatures. To be simple, lower ( 3000k ) are more yellowish, and higher (6000k)are more blueish. Usually, people prefer warm white 3000k for residential.
Q： Is 20m 14/2 wire really 20m?
A：You will get sightly more than 20m. We cut them from a 150m roll, so each 20m rolls are actually a little more than 21m. That can help us minimalize measuring error. However, if you believe your ordered wire was too short than it should be, please contact us.
Q： Are the lights CSA/UL/DLC approved to use in Canada?
A：Yes. All our product listed on our website was certified. They are either CSA, UL, DLC, or both, or all.
Amazon
Q： I sent messages via Amazon.ca to you Why did not reply to me？
A：We ALWAYS reply to a new message. Normally within one business day. If you don't receive our reply in 2 business days, there must be some problems. Here are what you can do:
- Check your trash/spam/promotion folder.
- Call/text our customer service number 437-777-2222.
- Directly email us [email protected]
Q： What is Fulfilled by Amazon (FBA)?
A：Fulfilled by Amazon （FBA) means the product was imported and labeled by the seller (Eg, EBOKA LED), the seller send them to an Amazon's warehouse. When a customer makes an order, Amazon will take care of shipping and customer service, and charge the seller for service fees.
Q： Where is my stuff? When will it arrive?
A：At the product's page, it will show if it is sold by xxxxxx (brand name )and Fulfilled by Amazon, then the package will be prepared and shipped by an Amazon warehouse. Usually, it will take 1 day ~ 1 week to be delivered but Amazon will NOT provide any shipping info details to us.
If you believe your package is delayed or lost, please contact Amazon Customer Service directly :
https://www.amazon.ca/gp/help/customer/contact-us
Q： Why do I receive an open-ed item when I purchased it as new?
A： We NEVER sell opened/used items on Amazon.
However, there is a small chance that you will receive opened item from Amazon. This is because when a product is returned to Amazon from a customer, Amazon warehouses will inspect the condition of that item. If they are still in their original package and never open, Amazon will resell it. If it is damaged or not resellable, it will return to us, and we will label them "opened" and apply a discount (just like BestBuy). Sometimes Amazon failed to check returned items' condition carefully, and that is beyond our control.
Q： What should I prepare when calling you?
A：Amazon customer please have your Order ID in hand. It will be in your Amazon's order detail page. That is a long number looks like 70x-xxxxxxx-xxxxxxxx.
Q： I missed Amazon's 30 days return time : (
A：We offer store warranty from 1 to 3 years. Please contact us. Most lights are 3 years and most tools are 1 year. Shipping& restocking fees may be applied.
Order &Customize Order
Q: How can I order?
A: Simply add your items to the cart and finish the payment process. You may have your credit card or PayPal account ready.
Q:I want to buy 11 lights, but I can only see 6-pack available. Can I modify my order?
A:Yes you can.
please call or text 437-777-2222 or send an email to [email protected].
Q: Can I negotiate the price?
A: All prices are fixed. For large quantities (>500$), please contact the wholesale team [email protected].
Contact
Q： How can I contact you?
A：The best time is to call/text/ email us during office hour, Eastern time zone (Toronto). We will usually reply in a few hours, and one business day maximum. If you don't get a reply please check trash/spam/promotion folder, or contact us again.
Q：What language of service do you have?
A：We provide English and Chinese Mandarin.
Shipping
Q: How many days can I receive my order?
A: An order will be prepared and shipped the next business day from Ontario. Some orders made before 11 am in the Ontario time zone can be a little faster. Transit time is 1~2 business days for Ontario and Quebec Customer, and it is 3~5 days to other provinces. Holidays and weekends are not included.
Very large orders may be shipped by skids and will take a few days longer, please contact us for a more accurate estimate.
Q: What shipping couriers are you using? Can I use PO-Box?
A: We are using UPS/Canpar/FedEx/Dicom/Purolator. For cost and time-efficient reasons, we don't use Canada-post and therefore we don't accept PO-BOX. In the future, we may add Canadapost.
Q: Will there be tracking info?
A: Yes. Once we shipped your package, there will be an automatic email providing tracking info. You should be receiving this information 1 business day after you made the order. If you did not receive anything, please contact us.
Q： My package is delayed.
A： Please use the tracking info we provided to contact the courier. We may help you contact them too, but if you contact them directly should be faster and easier. We will need t
Q： Do you ship by skids?
A：Yes. Please make sure the receiving address has a standard size loading dock. Or the courier may charge a tail gate rental fee.
Q： Do you ship overseas?
A：Normally only to the U.S. But you are welcome to contact us so we can work with a solution.
Q： How much is the shipping cost.
A：When you making an order from eboka.ca, the shipping cost come with each shipping options.
If you order large quantities (> 500$) please contact us. normally you are expecting 13-15$ if you are in Ontario and Quebec, and 25~30$ for other areas. Small towns that away from major cities may be more expensive. Pallet size shipping cost is about 100$/skid to Ontario and Quebec, double to other provinces. These numbers are estimated, subject to actual weight, sizes, and locations.
Warranty
Q： What's the warranty?
A：Tools are usually 1 year, and lights are usually 3 years, some are 5 years. Assesorries are not covered by warranty.
Q： How do I claim the warranty?
A：Please contact us with your order ID. We will send replacement parts.
Some items do not need return, some may not returnable, please contact.
Product-Related
Q： My pot light is defective. Can I simply replace the light and leave the driver box?
A：Sorry, no.
When a light went bad, the problem is usually the driver box. You will need to replace the driver box. Some popular items we have extra driver box sold separately.
Driver box is designed for its own light, even they look the same, but not interchangeable. For example, 4inch and 6-inch pot lights have a similar driver box, but one is 9w and another one is 15w.
Q：what does 3000k,4000k mean?
A：They are color temperatures. To be simple, lower ( 3000k ) are more yellowish, and higher (6000k)are more blueish. Usually, people prefer warm white 3000k for residential.
Q： Is 20m 14/2 wire really 20m?
A：You will get sightly more than 20m. We cut them from a 150m roll, so each 20m rolls are actually a little more than 21m. That can help us minimalize measuring error. However, if you believe your ordered wire was too short than it should be, please contact us.
Q： Are the lights CSA/UL/DLC approved to use in Canada?
A：Yes. All our product listed on our website was certified. They are either CSA, UL, DLC, or both, or all.