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1-800-782-6950 ( 8am-5pm EST M-F)

Frequently Asked Questions

Contact Information

How do I contact you via e-mail?
You can reach us by email by using our contact form
What is your phone number?
1-800-782-6950
What is your mailing address?
Hubbell Lighting, Inc.
701 Millennium Blvd.
Greenville, SC 29607
What are your hours of operation?
8:00 AM – 5:00 PM ET, Monday thru Friday

My Account

How do I create an account?
Click on My Account at the top of the Home Page and follow the step-by-step instructions to create an account. You will also have the option to create an account during the Checkout process. As a registered customer you will be able to move through the Checkout process faster, store multiple shipping addresses, view your order history and track your orders.
How do I change my account information?
Using the My Account link, login using your e-mail address and password, and select Account Information and/or Address Book to change your name, phone number, e-mail address, password, billing address and/or shipping address. You can also add multiple addresses.

Orders

Why should I order my replacement batteries from Dual-Lite?
Only Dual-Lite approved batteries have been thoroughly tested and approved to UL924 (Emergency Lighting and Power Equipment) for use in Dual-Lite's line of life safety products. Dual-Lite batteries are made with the highest quality components and provide the proper backup capacity for all of your emergency light and exit sign requirements. This further ensures safe, reliable and long-lasting operation, while providing optimum performance. All Dual-Lite batteries come with an industry leading warranty and are the only batteries that will maintain the limited warranty on Hubbell Lighting, Inc.'s emergency fixtures.
How do I track my order?
To track your order, locate the tracking number you received in the shipping confirmation e-mail and then input that information into the UPS website. You can also find your tracking number using the My Orders link in the My Account section.
How do I cancel or change an order?
Because Dual-Lite typically ships your order the same day it is received, your order is processed by our Distribution Center as soon as you checkout, and cannot be canceled or changed. Please refer to our Return Policy if you no longer require the product you ordered.
How can I check the status of my order or view my order history?
You can select the My Orders link in the My Account section where a complete list of your order history is maintained. If you did not sign up for an account, you are unable to review your order history, in which case you will be able to track your order once you receive the shipping confirmation e-mail.
When will I receive an order receipt and/or a shipping confirmation?
Upon completion of your checkout you will receive an e-mail with written confirmation of your order. As soon as your order is ready to leave Dual-Lite's Distribution Center, you will receive an e-mail with written confirmation containing shipping information. You can also print your order and/or shipping confirmation from the My Account section. If you did not sign up for an account during the checkout process, simply contact customer service at 1-800-782-6950 with the Order Number you are interested in.
What can I do if I have not received my order or an item is missing from my order?
You can log into the My Account section, check the status of your order and confirm that all items have shipped. If your order has shipped, use the tracking numbers, found in the My Orders section, at the UPS website (www.ups.com) to confirm delivery of your package(s). If any items are missing after delivery, please contact our Customer Service department at 1-800-782-6950 with your Order Number.
What happens if an item is backordered?
Dual-Lite generally keeps an adequate supply of product in stock. However, on the rare occasion that unforeseen circumstances result in an out of stock situation, an item will be backordered. In this case, prior to being invoiced, you will be contacted by Dual-Lite's Customer Service department with updated availability information.

Payment

What credit cards to you accept?
Dual-Lite accepts Visa, MasterCard, American Express and Discover.
Do you accept money orders, personal checks or other payment options?
No, not at this time. We accept Visa, MasterCard, American Express and Discover.
When is my credit card charged?
Your credit card will be charged after your order is placed.
Will my order be charged a sales tax?
Yes, a sales tax is calculated for shipment to all states and automatically added to your order.
Can I receive a tax exempt credit on my order?
If you are a legally tax exempt entity and would like to apply for a tax exempt credit, please contact our Customer Service department at 1-800-782-6950, or one of Dual-Lite's Authorized Distributors for help with your order. Click here to search for the Dual-Lite distributor in your area. Please be prepared to provide a copy of your tax exempt certificate.

Privacy

Does Dual-Lite have a Privacy Policy?
Yes, you can read about Dual-Lite's Privacy Policy under our Terms of Use.
Is my personal information safe on your website?
Yes, purchasing from Dual-Lite's website is extremely safe and secure. Our servers utilize state-of-the-art 256-bit SSL technology that has been certified by a globally recognized certificate authority. This encryption technology provides you with the highest level of online security available, making your transactions on Dual-Lite's website safer than with most traditional retailers. For a full explanation of Dual-Lite's Privacy Policy and the risks associated with using Dual-Lite's website please refer to our Terms of Use.
What do you do with my personal information?
Dual-Lite uses your information to process your orders and queries as efficiently as possible. Information about our customers is an important part of our business, and we do not sell such information to others. For a full explanation of Dual-Lite's use of personal information please refer to our Terms of Use.
Can I purchase product on your site without providing my personal information?
Yes, you can purchase product without setting up an account. You can Checkout as a Guest, but you will not be able to check your order status nor view your order history.

Returns

If I ordered the wrong product, what can I do?
You can return your product within 30 days from the date of purchase. Please refer to Dual-Lite's Return Policy for complete details.
If I received a defective product, how can I get a replacement?
You can return your product within 30 days from the discovery of the defect or failure. Upon return of the defective product, the part number and date code will be verified and credit will be provided to offset the cost of the replacement. If you continue to experience problems with your replacement product, please contact Customer Service at 1-800-782-6950. Refer to Dual-Lite's Return Policy for complete details.

Shipping

How long does it take to process and ship my order?
When you order online from Dual-Lite we begin the fulfillment process immediately and your product will leave our Distribution Center within 24 hours (Monday through Friday). Orders received prior to 2:00 PM ET will ship the same day.
How long does it take to receive my order?
Unless otherwise specified, Dual-Lite ships all orders via UPS Ground delivery service. Depending on your location, UPS Ground delivery is one to five business days from the day your shipment leaves our Distribution Center. You can track your order by locating the tracking number you received in the shipping confirmation e-mail and then inputting that information into the UPS website. You can also find your tracking number using the My Orders link in the My Account section.
Do you ship outside of the US?
No, we currently ship only to all 50 US states.
Do I have a choice of common carrier?
To secure the most competitive shipping rates possible, Dual-Lite has contracted only with UPS.
How can I expedite my shipment?
During the Checkout process, you will have the option to select UPS Next Day Air, UPS Next Day Air Saver or UPS 2nd Day Air delivery service for a premium charge.

Warranty

What is the warranty on your products?
Your warranty is dependent upon the type of battery you purchased. See the Dual-Lite Limited Warranty for a complete description of the terms and conditions of our warranty.
Do I need the original purchase information to submit a warranty claim?
Yes, you can find this information in the My Account section of our website. If you did not sign up for an account during the checkout process, simply contact our Customer Service department at 1-800-782-6950 with the applicable Order Number. Upon return of the defective product, the part number and date code will be verified and credit will be provided to offset the cost of the replacement.
How can I tell how old my battery is?
Please contact Customer Service department at 1-800-782-6950 with the applicable Order Number. They will be able to view your order history and/or use the date code printed on your battery to identify its age.

Technical

Why should I order my replacement batteries from Dual-Lite?
Only Dual-Lite approved batteries have been thoroughly tested and approved to UL 924 (Emergency Lighting and Power Equipment) for use in Dual-Lite's line of life safety products. Beyond the general UL Recognition that most batteries carry, certification to UL 924 means you can be confident that your Dual-Lite batteries are fully compatible with your Dual-Lite emergency lighting product and will provide enough power to maintain required illumination levels for 90 minutes. Any battery that has not been approved to UL 924 for use in Dual-Lite equipment, whether it is UL Recognized or not, may not perform as originally designed, may cause equipment failure, explode, or cause a fire! In addition, all Dual-Lite batteries come with an industry leading warranty and are the only batteries that will maintain the limited warranty on Hubbell Lighting, Inc.'s emergency lighting fixtures. Our batteries are made with the highest quality components and provide the proper backup capacity for all of your emergency light and exit sign requirements. This further ensures safe, reliable and long-lasting operation, while providing optimum performance.
What is the difference between shelf life and service life?
Shelf life is the amount of time a battery can be stored under specified conditions and still retain its ability to meet specified performance requirements, which is generally a percentage of its stated capacity. Fortunately, rechargeable batteries can be recovered with a recharge prior to reaching the end of its shelf life. Service life on the other hand is the expected period of useful life of a battery before a specified end voltage is irreversibly reached.
What is the shelf life of my Dual-Lite rechargeable battery?
All batteries, regardless of their chemistry, will exhibit a certain amount of self discharge, which is a primary determinant of shelf life. The rate of self discharge is largely dependent upon the battery chemistry, state of charge and the storage temperature the battery is exposed to. Higher storage temperatures increase the self discharge rate, which in turn reduces the shelf life. At an ambient temperature of 25°C, fully charged sealed lead acid batteries have a low self discharge rate of approximately 2-4% per month, resulting in a shelf life of up to 1-2 years. For nickel-based batteries (Ni-Cd and Ni-MH), at a low state of charge (approx. 40%), the self discharge rate is reduced to levels that result in a 2-3 year shelf life. Dual-Lite strongly recommends that all emergency lighting products be installed with AC power applied within 90 days of receipt, and likewise, that all batteries be fully charged within 90 days of receipt as it will enhance their service life.
How long of a service life should I expect from my Dual-Lite rechargeable battery?
Although service life is highly dependent upon operating conditions such as ambient temperature and frequency and depth of discharge, and will vary across different battery chemistries, in general you can expect between 500 and 1000 charge/discharge cycles in cyclical applications. In standby applications, such as emergency lighting units, Dual-Lite's sealed lead acid (SLA) batteries are designed to have a service life of up to 5 years, while our other battery chemistries can last up to 10 years.
How can I extend the life of my Dual-Lite sealed lead acid (SLA) battery?
By cycling (charging – discharging) the battery a few times, or float charging it for a period of time after it has been fully charged, the highest level of capacity development is achieved. At a float charge of 2.25V/cell – 2.30V/cell and an ambient temperature of 20°C to 25°C (60°C to 77°C), Dual-Lite SLA batteries should last four to five years before the capacity drops to 60% of its original rating. Dual-Lite strongly recommends that all batteries be fully charged within 90 days of receipt as it will enhance their service life.
Do I ever need to add water or acid to my Dual-Lite battery?
No. All of Dual-Lite's batteries are sealed, non-spillable and completely maintenance free.
What is the difference between a car battery and these types of sealed lead acid batteries?
Although based on the same lead acid technologies, car batteries are designed to provide a large amount of power (up to 1000+ cranking amps) in a short amount of time (30 seconds or less) to start a large inductive load (a motor), Dual-Lite's rechargeable batteries are designed to provide lower levels of power (3-10 amps) for longer periods of time (90 minutes or more) to illuminate a smaller resistive load (emergency lights). Therefore, car batteries are incompatible with the applications that require Dual-Lite batteries, and vice versa.
My emergency light fixture didn't come on when I replaced the battery - why not?
Since all batteries experience various levels of self-discharge, Dual-Lite's sealed lead acid batteries are shipped to you in a mostly charged state, while other types of batteries (Ni-Cd and Ni-MH) are shipped in a partially charged state. However, all types of batteries should be fully charged prior to operating your emergency light fixture. Depending on the type of battery and model of light fixture you have, it will take several hours of charge before you can test the fixture, and up to 1 week or 168 hours (per UL 924) to fully charge your battery. In addition, Dual-Lite's emergency light fixtures incorporate an AC Lockout feature which disconnects the battery in order to prevent it from draining if AC power is not present upon installation. Therefore, make sure that your emergency light fixture is connected to your AC mains prior to testing its operation.
Are there any special shipping or handling requirements associated with my Dual-Lite rechargeable batteries?
No. Since all of Dual-Lite's rechargeable batteries are designed and manufactured to be non-spillable, and are labeled as such, no special handling requirements or shipping containers are required to transport our batteries via ground or air. For details, please refer to the declaration of unregulated or excepted status for Department of Transportation (DOT), International Air Transportation Association (IATA), International Civil Aviation Organization (ICAO) and/or International Maritime Dangerous Goods (IMDG) as listed in the applicable MSDS sheet.
What impact does the ambient operating temperature have on a battery?
In general, batteries perform best at room temperature (20°C – 25°C) and any deviation outside this range will adversely affect either performance or longevity. Colder temperatures slow a battery's electrochemical reaction causing it to not perform well below freezing (0°C). Cold temperatures increase the battery's internal resistance and cause its capacity to decrease. Therefore, charging a battery must always be done above freezing temperatures. However, cold temperatures extend the life of the battery. Operating at a high temperature on the other hand provides a performance boost but causes rapid aging due to added stress. For example, for every 10°C increase in ambient temperature, a battery's service life decreases by 50%.
Can I upgrade the battery in my equipment to a different chemistry?
No. Each type of chemistry used in Dual-Lite's rechargeable batteries (Lead Acid, Ni-Cd, Ni-MH and LiFePO4) is a fundamentally different technology that requires a charging algorithm specific to that chemistry. In addition, each Dual-Lite emergency lighting product has been designed for optimum performance with the specific battery chemistry originally contained in it.
What happens if I replace my rechargeable battery with one that has a larger capacity, i.e. with more Amp-hours? For example, if I replace a 5 Ah battery with an 8 Ah battery?
That is not recommended. The output circuitry of your emergency lighting fixture is sized to the fixture's capacity. Overloading or increasing the load beyond the rated capacity can cause the fixture to fail or result in an unsafe operating condition. In addition, since the service life of the battery is dependent upon factors other than just capacity, it would remain the same. The service life would remain up to 5 years for Dual-Lite's sealed lead acid batteries and up to 10 years on our other battery types.
Can I replace my battery with one that has a different nominal (operating) voltage? Will I get more light output if I use a battery with a higher voltage? For example, if I replace a 6V battery with a 12V battery?
No. Using a different voltage battery will not improve the performance nor the longevity of the fixture. In fact, a lower voltage in all likelihood will cause your emergency light to under perform or not work entirely. A higher voltage will likely cause irreparable damage to the electronic circuitry of your emergency light. Only use a battery with the nominal voltage that your lighting fixture was designed for.
Can I use my Dual-Lite replacement battery in a product that is not designed and/or manufactured by Dual-Lite?
Yes, as long as the nominal voltage, capacity and chemistry type of the replacement battery are the same as those of the original battery, and the dimensions and termination types are compatible with the product, then it can be used in other manufacturers’ products. The Dual-Lite battery will retain its warranty as outlined in the Dual-Lite Limited Warranty document. However, the non-Dual-Lite product’s warranty may be void and/or may not be UL approved with a Dual-Lite battery.
Can I repair my battery?
No. All of Dual-Lite's batteries are maintenance free. There are no serviceable parts in your battery. It is sealed for both performance and safety reasons. In fact, trying to repair your battery exposes you to a risk of injury. Do not attempt to disassemble batteries. Contact with the internal acid or alkaline electrolyte may cause harm. Disassembled batteries are hazardous waste and must be treated accordingly.
How do I dispose of my Dual-Lite batteries?
All rechargeable batteries (Lead Acid, Ni-Cd, Ni-MH and Li-Ion) must be properly recycled through the use of appropriate battery recycling centers. You can find a complete list of recycling centers in your area at www.call2recycle.org. Please help protect the environment and recycle your used batteries.
Is my Dual-Lite rechargeable battery RoHS compliant?
Batteries are specifically not included in the scope of RoHS (Restriction of Hazardous Substances Directive 2002/95/EC). The Technical Adaptation Committee (TAC) under the WEEE and RoHS Directives concluded in their December 17, 2003 meeting that batteries were not covered by either Directive. Please refer to the EU Commission WEEE FAQ section 1.9 for reference: http://ec.europa.eu/environment/waste/pdf/faq_weee.pdf
Do I need to worry about my battery catching fire?
Not if you use a Dual-Lite approved battery in a Dual-Lite emergency lighting product. While Li-ion technology is currently being scrutinized for safety, all battery chemistries and their respective chargers are potentially susceptible to overheating problems. This is why purchasing a UL Recognized battery does not safeguard you against potential hazards. You should only use a Dual-Lite approved battery in a Dual-Lite product. Only Dual-Lite approved batteries have been thoroughly tested and approved to UL 924 (Emergency Lighting and Power Equipment) for use in Dual-Lite emergency lighting products. Just because a battery is UL recognized does not mean it has been tested for safe and reliable use in our products.