Contact
One inbox, one phone number, and a person at the other end.
- Email: support@colverro.com
- Hours: Mon–Fri 9:00 AM–5:00 PM Eastern. Sat, Sun & public holidays closed.
- Reply: within 2 business days
We are not equally useful for everything, and pretending otherwise wastes your afternoon. So this page is ranked — from the questions where talking to a person beats the website by the widest margin, down to the ones where we can add almost nothing.
1. Most useful: where is it going?
This is the question we are genuinely better at than any product page, and it is the one we are asked least.
For a light fixture, tell us: covered, screened, or open to the sky — and roughly how close to the water. On this coast those three situations call for three different fixtures, and "outdoor" is an aisle rather than a specification. Damp-rated and wet-rated are properties of one particular model, and a damp-rated fixture under open sky will work for a while and then stop.
For a heater, tell us: open lanai, screened porch, or an enclosed space — and roughly how much clear room there is around where it will stand. Clearances are the whole of heater safety, and they are specific to the model.
A photograph of the place is worth more than a description of the product. One picture of the wall, the ceiling box, or the corner of the patio answers questions we would otherwise ask you one at a time across three emails.
We would much rather talk you out of the wrong fixture than process the return. That is not a slogan — the return costs us more.
2. Most urgent: anything about electrical safety
Unplug it first. Then email us with "safety" in the subject line.
That applies to overheating, a smell of burning, scorching, a tripped breaker, arcing, flickering that is not the bulb, or a unit that arrives with damaged wiring, a damaged plug, a cracked housing, or something loose inside.
If a product arrives visibly damaged, do not plug it in to test it. Photograph it as it is.
These messages go to the front of the queue, and for a reason beyond courtesy: under the Consumer Product Safety Act (15 U.S.C. § 2064(b)) we have our own duty to assess whether a product creating a substantial hazard has to be reported to the CPSC. So telling us directly reaches people who can act — a review informs other shoppers but does not.
You are also free to report anything to the CPSC yourself at SaferProducts.gov, and you do not have to come to us first.
3. Useful: is this a defect, or something I did?
With anything that plugs in, this is the question behind most disputes — and it is one we will actually work on rather than default on.
What we do: look at what happened, what the failure mode is, how long it had been in use, and how it was installed. Then we tell you our reasoning — not "outside warranty," not "misuse," not "per our policy."
If you disagree, a different person reviews it. And where it is genuinely borderline, we decide in your favor.
Inside the first 30 days, none of this arises. A product that fails in its first month gets a refund or a replacement at your choice, with no cause analysis. We would rather absorb the occasional user error in month one than run an investigation over a lamp.
4. Useful: the wrong item, or a damaged one
You choose: a replacement or a refund. Not us — that choice is yours on anything defective, damaged in transit, or wrongly sent, and we pay the return shipping.
Send your order number and photographs of the item, the outer box, and the shipping label, taken before the box goes out for recycling. Those three photographs are the evidence for our claim against USPS — material for our case, not a condition of yours. If the packaging is already gone, we still handle it.
5. Somewhat useful: a package in transit
Here is the honest limit: we see exactly the same USPS tracking you do. There is no second screen with better information, and "let me check with the warehouse" is not an answer we give.
So it is worth writing when a deadline has actually passed, and not worth writing to ask us to read a scan you can already see:
- 48 hours after the shipping email with no tracking movement — USPS registers a package at its first sorting facility, not when it leaves us, so day one often shows nothing
- 5 business days with no change in tracking
- 10 business days since your order with nothing delivered
- 3 business days after a "delivered" scan with no package — a surprising number turn up nearby first
When one of those hits, we open the case with USPS ourselves. Your contract is with us, risk stays with us until the package is in your hands, and a customer who contacts the carrier is usually referred back to the shipper.
6. Least useful: where is my refund?
Once we release a refund, we can tell you the amount, the date, and the processor's reference. We cannot see your bank account, and how fast it posts is up to your card issuer — usually a few business days, often showing with the original transaction date.
But we are not going to tell you to check with your bank. If it has not appeared 5 business days after our confirmation, email us and we trace it with the reference. If it turns out we never released it, that is ours to fix and we say so in writing.
7. Not useful at all: three things we can't do
Give medical or wellbeing advice. We make no claims that light improves sleep, mood, or concentration, or that warmth relieves anything. A lamp produces light; a heater makes a space warmer. For anything medical, ask a healthcare professional.
Advise on local electrical code or permits. We will tell you what a product requires — supply, rating, clearances. What your jurisdiction requires for hardwired work is a question for a licensed electrician, and we are not going to guess at it from Naples.
Move a USPS truck. We can open a case, escalate it, and replace or refund without waiting for the outcome. We cannot change a route.
What to include
Your order number on the first line. With it we have the order, the dates, the address, the tracking, and every earlier message — so you need not supply your name, address, or a receipt.
A photo — of the place if you are still choosing, of the product if something is wrong.
One sentence about what you want: refund, replacement, repair, or just an answer. If you are not sure what you are entitled to, describe what happened and let us pick — a change-of-mind return and a warranty claim run on different timelines with different costs, and it is better chosen by whoever knows the difference.
What you don't need
- A receipt — we hold the order
- The original packaging — you cannot judge a fixture without unboxing it
- Our approval before a return is valid
- A reason for a change-of-mind return
- A particular subject line — with two exceptions, both in your favor: "safety" moves a message to the front, and "privacy request" routes a data request and starts the 45-day clock in our Privacy Policy
If you haven't heard back
More than one business day: check your spam folder. Our email comes from an address ending @colverro.com. Then send the message again — a filtered reply looks exactly like a message that was never sent, and resending costs us nothing.
If instead you receive a message demanding a payment to release a package, it is not from us. There is no duty, customs charge, or handling fee on a domestic US delivery, and we never ask for payment outside checkout. Forward it to us rather than clicking anything in it.
Anything else
Press, partnerships, or a mistake you have spotted in one of our pages — same address, and it reaches the right person. We especially want to hear about the last one.
A social media message reaches us eventually. Email reaches us within a business day, and we do not discuss order details in a public channel.
The policy pages
- Terms and Conditions — the contract, where our responsibility ends and yours begins, installation and safety, and what we will not claim
- Shipping Policy — times, tracking, and who picks the remedy when something goes wrong in transit
- Returns Policy — the two halves of a return, and how refunds run
- Privacy Policy — what we hold, who sees it, how long we keep it, and what you can require
Business information
- Company name: Colverro LLC
- Address: 1900 Tamiami Trail North, Naples, FL 34102, United States
- Email: support@colverro.com
- Customer service hours: Mon–Fri: 9:00 AM–5:00 PM
- Sat, Sun & public holidays: Closed
- Response time: Within 2 business days
The Colverro team