Frequently Asked Questions (FAQs)

Service & Support

Who is my ALW Sales Manager/Customer Service Representative?
Who do I contact for Warranty Support and/or assistance with parts?

Ordering, Processing & Shipping

Does ALW ship to locations outside of the United States?
How long will it take to receive factory drawings for my project?
How do I place an order?
Does ALW accept returns?
What is ALW’s standard lead-time?
Does ALW offer a freight allowance?

Product Questions

What are ALW’s available color and finish options?
When specifying Tunable White LED (TUNE), what driver type do I need to select?
What color canopies does ALW provide?
Where can I find installation instructions?
How do I determine “cut-out” dimensions?
How do I remove the lens from the luminaire’s housing?
Does ALW provide DMX controllers?
Are luminaires offered in non-standard lengths?
I’m not finding a photometric report or IES file for the specific configuration I am specifying. What do I do?
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Please see the interactive Locate an Agent map for territory-specific information, including designated ALW Customer Service Reps (CSRs) and Regional Sales Managers (RSMs).

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Please download and complete the Technical Support Request Form and email it to [email protected]. One of our technical support representatives will then follow up with you.

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ALW typically manufactures and ships lighting products for the U.S. and Canadian markets, however please reach out to us (at [email protected]) if you have a project needs overseas. We will do our best to work with you.

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Many products feature factory drawings that are automatically created within a few minutes of specifying a product. For products without automated drawings, these will be created within 3-5 business days.

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FOR ARCHITECTS/LIGHTING DESIGNERS: Our products are sold through independent lighting agencies specific to your project’s locality. You may find your nearest ALW lighting partner here. FOR AGENTS: Please send purchase orders to [email protected].

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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 Technical Support department at [email protected].

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

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Yes, minimum order values and limitations apply. Agents may consult our Terms & Conditions for additional information.

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ALW luminaires are available in six standard finishes:

  • Anodized (AL) or Brushed Aluminum (BAL)
  • Brass metallic powdercoat (BRS)
  • Silver powdercoat (SV)
  • Black powdercoat (BK)
  • White powdercoat (WH)
  • White Antimicrobial (for healthcare environments)(WH/AM)

Additionally, custom color RAL powdercoat paints may be specified.

Exceptions apply, consult product spec sheets for specific availability.

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ALW luminaires specified with Tunable White LED (TUNE) utilise a two-channel LED board. One channel is comprised of 2700k LEDs and the other is comprised of 5700k LEDs. A luminaire’s Correlated Colour Temperature is adjusted by independently dimming warm and cool channels, thereby “tuning” the white output.

DMX is the most commonly used technology for control of multi-channel light emitters. We offer DMX/RDM drivers and recommend them for use with our Tuneable White luminaires.

DALI control is also an option.

0/10V control is an option, however, each of the two LED channels must have a separate, independent 0/10V dimming signal.

Please contact us if you have questions.

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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.)

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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.

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

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

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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.

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Yes! We want to help you sculpt the perfect shape for your project. Consult product spec sheets for specifics and limitations, and contact our inside sales team for more information.

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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.