A support ticket is the best option when you need a written record of your issue, when your request is detailed, or when you're reaching out outside of business hours. Here's how to submit one.

How to Submit a Ticket

1. Go to https://help.relightdepot.com/portal/en/newticket
2. If you have not logged in or created an account, you may need to do so in order to create a new ticket.
3. Fill in the ticket form: Classifications (what type of request are you submitting?), Subject (a brief description of your issue, e.g., "Order #12345 not shipped yet" or "Return request for damaged item"), and Description (describe your issue in detail, see tips below).
4. Attach any relevant files (photos, spec sheets, invoices, PO documents).
5. Click Submit.

You'll receive an automated email confirmation with a ticket number. Save that email, as it's your reference for following up.

What to Include in Your Description

The more detail you provide upfront, the faster we can resolve your issue. Include:

• Order number (if applicable): Found in your order confirmation email or in your account order history
• Product name and part number: Found on your invoice or the product page
• Description of the issue: What happened, when, and what you've already tried
• Photos or attachments: For damaged goods, flickering fixtures, wrong items received, etc., photos save a lot of back-and-forth
• Your preferred resolution: Do you want a replacement, a refund, or just information?

After You Submit

• Automated confirmation: You'll receive a confirmation email with your ticket number immediately.
• Agent response: A member of our team will review and respond during business hours (Mon to Fri, 8 AM to 8 PM ET). Most tickets receive a first response within one business day.
• Follow-up: You can reply directly to the ticket email or log in to the portal at https://help.relightdepot.com to add notes or attachments.

Checking the Status of Your Ticket

Log in to the support portal at https://help.relightdepot.com with the email you used to submit the ticket. From there you can:

• View all your open and closed tickets
• Add notes or attachments to an existing ticket
• See responses from our team

Tips for Faster Resolution

• One issue per ticket: If you have two separate problems, submit two tickets. It keeps things organized and makes it easier to track each issue to completion.
• Use your account email: If you submit a ticket from a different email than your account email, let us know in the description so we can pull up your order history.
• For urgent issues, call: If your issue is time-sensitive (a truck arriving tomorrow and you still don't have a fixture), call us at 888-548-6387 rather than waiting for a ticket response.

Other Ways to Reach Us

• Phone: 888-548-6387, Mon to Fri, 8 AM to 8 PM ET
• Email: support@relightdepot.com
• Live chat: Available on relightdepot.com during business hours

For an overview of all contact options, see KB-025: Four Ways to Get Support.