Yes. Lumenwerx works with a network of independent sales representatives who support designers, engineers, contractors, and distributors in their local markets. For North America and many international locations, you can use our Agent Locator on the website to find the correct sales agency based on your project location.

If you are outside our current listed regions,  through the Contact or Customer Support pages with your project details and location. We can advise whether we can supply products to your market directly or via an importing partner.

Lumenwerx primarily sells through authorized sales representatives and electrical distributors. This model ensures that projects receive local support for pricing, logistics, and coordination with other trades.

In practice:

• Designers, architects, and engineers typically work with their local Lumenwerx rep during design and specification.
• Contractors and owners usually purchase through distributors recommended by the rep or already engaged on the project.

In some special cases (for example, replacement parts or small quantities), our team may support direct transactions, but the standard path is via representatives and distributors.

Yes, Lumenwerx products are used on projects in multiple regions outside North America. International projects are typically handled in one of two ways:

• Through a local distributor or partner who manages importation, duties, and local logistics.
• Via a direct export arrangement coordinated between Lumenwerx, the local design team, and an importer/freight forwarder.

If you are working on a project outside Canada or the United States, contact us with your project location, timeline, and approximate scope. We will confirm if there is an existing partner in your country or review options with your preferred importing partner.

Our website provides several ways to access product information:

• Spec sheets: Download digital spec sheet and brochures from the spec sheet section of the site.
• Product pages: Each product page includes links to spec sheets, installation instructions, and other technical documentation.
• IES files and Revit families: Many product pages include IES files, Revit collections, and CAD content. If a specific file is not listed, your local representative can request it from our technical team.

For large projects, our team can also help assemble documentation packages including spec sheets, IES files, and installation instructions for all specified fixtures.

Yes. Lumenwerx can support lighting design and verification in several ways:

• Providing IES files and photometric data so your team or consultant can run their own calculations.
• Assisting with layout reviews for product suitability and high-level checks on light levels, uniformity, and glare.
• On select projects, preparing lighting layouts or foot-candle maps using Lumenwerx luminaires and your project geometry in collaboration with your local representative.

The scope of design support varies by region and project size. Share your project plans and requirements with your representative.

Many Lumenwerx products are designed to meet common North American compliance and performance requirements. For specific product collections and configurations, we can provide:

• BAA / Buy American information where applicable.
• DLC listing status for models that appear on the DesignLights Consortium® Qualified Products List (QPL).
• LM‑79, LM‑80, and TM‑21 test data and related performance documentation when required for utility rebates or energy programs.

Because compliance can vary by product, configuration, and project requirements, please reference the exact spec sheet number(s) and share any program documentation with your representative. Our team will confirm the applicable listings and provide the necessary reports.

The Lumenwerx portfolio includes thousands of spec sheet SKUs across multiple product collections, covering a wide range of architectural applications, including:

• Workplace and commercial office
• Hospitality and retail
• Healthcare and education
• Multi-residential and public spaces
• Specialty and feature lighting with acoustic or decorative elements

Within each collection, you can select from different sizes, optics, outputs, color temperatures, controls, and mounting options. For help narrowing down the right choice for a specific application, contact your local representative or browse by application on our website.

Finish and acoustic samples are available for many of our luminaires and acoustic product lines. To request samples:

1. Note the product collection and finishes or felt colors you are considering.
2. Contact your local Lumenwerx representative or use our Contact or Customer Support page.
3. Provide your contact information, project name, and required delivery date.

Your representative will confirm availability and arrange shipment of the appropriate sample kit so you and your client can review the materials in person.

Product-specific resources are available on each product collection page of our website, including:

• PDF spec sheets and data sheets
• IES photometric files
• Revit collections and BIM models
• CAD details and installation drawings

Navigate to the specific product collections (e.g., Via, Aera, Curvia), select your configuration, and look for the “Downloads” section. If you don’t see the file you need for a particular configuration or custom length, contact your representative and they can request it from our technical team.

Yes. For most product collections, we offer:

• IES files and candela distributions for lighting calculations
• UGR data or luminance information for glare analysis
• Environmental documentation including DLC listings, energy performance data, and material declarations for LEED, WELL, and similar certification programs

Our applications team and local representatives can assist with fixture selection and provide supporting documentation required by your certification or incentive program. Share your project requirements and the specific data formats needed, and we’ll coordinate the appropriate support.

Some product collections may be discontinued, renamed, or replaced with updated versions. If you’re looking for a fixture that you can’t locate on the current website:

1. Check the spec sheet page for legacy product documentation.
2. Contact your local representative with the old spec sheet number or product name.
3. Our team can confirm whether the product is still available, advise on the current equivalent, or help you find a suitable alternative.

For replacement parts or matching existing installations, we maintain records of discontinued products and can often supply components even after a collection has been phased out.

Yes. Our linear platforms—including Via, Curvia, Pivot, and similar collections—are designed for continuous runs, corners, curves, and complex geometric patterns. We offer:

• Factory-engineered joining hardware for seamless runs
• Corner modules and pattern tools
• Custom length fabrication within product guidelines
• Engineering review of shop drawings to ensure power feeds, mounting, and run lengths are coordinated before fabrication

Your representative will work with our technical team to review your layout and provide guidance on which configurations are standard and which require custom engineering.

Yes. Several product lines integrate acoustic PET panels or baffles, and we also provide non-illuminated acoustic elements to match luminaires. Customization options include:

• Custom colors from our premium felt palette
• Custom sizes for certain baffle and panel families
• Curved or shaped elements for specific architectural features

Felt and color samples can be requested through your representative so that designers and clients can review materials physically. For custom sizes or radii, share your project drawings and dimensional requirements, and we’ll confirm feasibility and lead times.

Yes. Several Lumenwerx collections include wet-location or outdoor-rated versions, including:

• Via Wet and Via Seal for moisture-prone areas
• Aera Seal for wet-location downlights
• Cubito and other surface/pendant collections with wet-location options

Wet-location fixtures include appropriate seals, gaskets, and ratings for damp or wet environments. Check the product page, collection page or spec sheet for available ratings, and consult your representative to confirm that your selected configuration meets the environmental requirements of your installation.

Lead times vary by product collection, configuration, and project size:

• Standard made-to-order fixtures typically ship within several weeks of order entry.
• LumenXpress program covers select product collections and configurations with shorter, predefined lead times for time-critical projects.
• Custom configurations, large orders, or complex patterns may have extended lead times.

Your local representative can confirm current lead times for specific spec sheet numbers and advise on quick-ship availability.

If your project has a tight schedule:

1. Contact your local representative or the distributor handling your order as early as possible.
2. Provide your required ship or install date and any flexibility you have.
3. Our team will review the order status, production schedule, and available options for expediting.

Expediting is subject to capacity and may involve additional charges. Early communication is critical—notify us as soon as you know the schedule is at risk.

Order status and estimated ship dates are available through your distributor or sales representative. Provide your purchase order number or Lumenwerx sales order reference, and they can confirm:

• Current order status (entered, in production, ready to ship)
• Estimated ship date
• Tracking information once the order ships

Our customer support team also provides regular updates to representatives, so your local contact is the best resource for real-time status.

Because Lumenwerx products are generally built to order, changes and cancellations may be limited and could be subject to restocking or cancellation charges as outlined in our terms and conditions of sale.

If your project requirements change:

1. Contact your representative or distributor as soon as possible with details of the requested change.
2. We will review the order status and production progress.
3. If the order has not yet entered production, changes may be possible with minimal impact. Once production has started, options are more limited.

Early notification gives you the best chance of accommodating changes without penalty.

If a shipment arrives with damage, missing items, or incorrect fixtures:

1. Document the issue immediately with photos of the packaging, damaged items, and packing slip.
2. Notify your distributor, representative, and our customer support team within 24-48 hours, including all documentation.
3. Include carrier information, tracking number, and a clear description of the problem.

We will work with you and the carrier to investigate and arrange for replacement or corrective action according to our terms and conditions. Early notification and documentation are critical for a fast resolution.

To order replacement fixtures for an existing installation:

1. Locate the fixture label, which includes the model number, serial number, sales order (SO) number, and date code.
2. Take clear photos of the label and the installed fixture.
3. Contact your local representative or our customer support team with the photos and any details about the existing installation.

Our team can trace the original configuration and recommend the correct current-production equivalent or advise if the exact model is still available.

Lumenwerx luminaires are covered by a limited warranty that applies to defects in materials and workmanship for a defined period from the date of shipment, subject to the conditions stated in our terms and conditions of sale.

The warranty typically covers:

• LED arrays and light engines
• Fixture housings and components
• Factory-installed drivers and controls

Third-party components (such as LED drivers from other manufacturers) are covered under their respective manufacturers’ warranties. All warranty work must be pre-approved before any repair or replacement is performed.

For full warranty details, refer to our terms and conditions or contact your representative.

To open a warranty claim:

1. Gather the following information:
   • Fixture spec sheet number
   • Serial number (from the fixture label)
   • Installation date
   • Clear description of the failure or issue
   • Photos of the fixture, label, and any visible damage or symptoms
2. Submit the information via your local representative or through our Customer Support form.
3. Our team will review the information, confirm eligibility under warranty terms, and determine whether replacement parts or fixtures will be supplied.

Pre-approval is required before any warranty work is performed. Providing complete information upfront speeds up the process.

Common causes of flickering, blinking, or poor dimming performance include:

• Incompatible dimmers or controls: Verify that your dimmer or control is compatible with the fixture’s driver type (0-10V, DALI, phase-cut, etc.).
• Incorrect wiring: Check that control conductors (e.g., 0-10V signal wires) are wired correctly per the installation instructions.
• Voltage drop: Long wire runs or undersized wire can cause voltage drop, especially on low-voltage or 0-10V control circuits.

Troubleshooting steps:

1. Verify dimmer/control compatibility with the fixture driver.
2. Check all wiring against the installation instructions.
3. Test with a known-compatible control or bypass the control to isolate the issue.
4. Measure voltage at the fixture to rule out supply issues.

If problems persist after checking these items, contact technical support with the fixture model number, control model number, and a description of the symptoms.

Many lenses, louvers, trims, mud rings, and mounting components can be ordered as replacement parts. To order:

1. Identify the part you need by referring to the fixture label, installation instructions, or taking photos of the existing component.
2. Contact your local representative or Customer Support with photos of the fixture, its label, and the specific part required.
3. Our team will identify the correct part number, confirm availability, and coordinate ordering through your representative or distributor.

For older fixtures or discontinued models, we maintain records and may still be able to supply parts.

In many cases, yes. We maintain records of fixtures and component specifications for several years after a product is discontinued. To order replacement LED boards or drivers:

1. Locate the fixture label with the serial number, sales order number, and model information.
2. Take clear photos of the label and installed fixture.
3. Contact your representative or customer support with the information.

Our team will determine if the original component is still available or recommend a compatible current-production replacement.

In some cases, emergency capability can be added to existing fixtures, depending on the product collection and the type of emergency system required. Options include:

• Remote emergency battery packs that can be installed near the fixture and connected per the product instructions.
• Field-installable emergency drivers for certain fixture types.

Feasibility depends on the fixture design, available space, and electrical configuration. Contact technical support with your fixture model number and the type of emergency capability you need, and we can advise on available options.