Customer Support & Service Commitment
At MidwayLights, our relationship doesn’t end after checkout. We are committed to providing fast, friendly, and knowledgeable support for every customer—whether you’re a homeowner hanging your first string lights or a commercial decorator managing large-scale projects.
Customer Support Response Times
- Live Chat: Average wait time 30 seconds, 95% resolution rate
- Email: First response within 4 hours (business days), 24 hours (weekends)
- Phone: Available 10 AM–8 PM EST, average wait time 2 minutes
Multi-Channel Support
Live Chat
Available in the bottom-right corner of every page on our website. Our team is online during business hours to help with product questions, order status, and installation advice.
Email Support
Send us an email at store@midwaylights.com. Whether it’s a question about compatibility, a warranty claim, or an order issue, our team responds with detailed answers—not generic templates.
Video Diagnostics (By Appointment)
For complex installation issues, we offer one-on-one video diagnostic sessions. Our team can walk you through troubleshooting, wiring, and app setup. Please contact us to schedule a session.
Community Forum
Join our peer-to-peer community forum, officially monitored daily by our support team. Share your decorating ideas, ask questions, and get inspired by other MidwayLights users.
Our Quality & Safety Commitment
Beyond responsive support, we stand behind the physical quality of our products. Every batch of MidwayLights undergoes a 72-hour aging test protocol before leaving our factory. We use UL/ETL certified components to ensure safe operation in both indoor and outdoor environments.
- Real People, Real Solutions: No bots. Our support team members are trained to diagnose 90% of issues from your description alone.
- Hassle-Free Warranty: If a product fails due to a manufacturing defect, we replace it. No endless back-and-forth.
- Proactive Updates: We monitor carrier delays and will reach out to you before you even have to ask.
Frequently Asked Questions
How do I cancel or change my order?
Please contact us as soon as possible. If your order has not yet shipped, we can make changes free of charge. If it has already shipped, please review our Returns & Refund Policy.
How do I file a warranty claim?
If you believe your product has a manufacturing defect, please visit our Warranty Terms page for step-by-step instructions and required information.
Where is my order?
You can track your order in real time using our Order Tracking page. If you see an “Exception” status, please contact us immediately.