Frequently Asked Questions

GENERAL

Who is RobertsonLighting?

Robertson has been at the forefront of the lighting industry for almost seventy years. We have built a reputation for excellence based on our broad line of reliable and high-quality products, cutting edge technical expertise, superior customer service and long-standing industry partnerships. 

From a technology standpoint, Robertson has demonstrated significant commitment to advance its proprietary technologies in the UV water and air purification markets by offering one of the largest product lines in the industry and by its soon to be released FlexFrame Architectural Designed products.

FlexFrame, as a concept, stands for an intelligent lighting management system based on microprocessor-based technology that delivers a quantum leap in UV lamp performance. For more information about this unique technology and how it can best meet your UV applications, please review our product brochure.

From a customer commitment standpoint, Robertson has made numerous strides to assist our customers by fully revamping our web portal to provide extensive product characteristic search capabilities that exceed that offered by anyone else in the industry. This allows for extremely quick searches of active products, its predecessors, by lamp(s), and/or cross reference to products from numerous other manufacturers. Our portal now allows for volume discount pricing, expedited order processing, the ability to track orders and view sales history.

 

What products are listed on RobertsonLighting.com?

Our new web portal offers our product portfolio of fluorescent electronic, fluorescent magnetic, fluorescent dimming and UV/Germicidal ballasts.

 

How do I obtain Product Pricing and Availability?

If you are contacting us for product availability, pricing and product information, please utilize our online Product Catalog.

To facilitate your use of our website, please visit our instruction sheet.

 

Why are Robertson products superior to others?

As Robertson has exacting quality benchmarks and controls its own manufacturing, we do not offer any products from any other suppliers in order to maintain these standards.

 

How can I benefit by purchasing on RobertsonLighting.com?

Because Robertson manufactures its own products and sells direct to all types of end users, in many instances our customers can bypass distribution channels that result in higher pricing. Moreover, we offer volume based discounted pricing to provide even larger savings.

 

How do I contact Robertson to obtain additional technical information?

Our redesigned web portal contains all of the technical information you will require to make an informed purchasing decision and/or for support of your existing Robertson products. We highly recommend you use this portal as your sole information resource as this site is the same source we use internally for our technical product information.

 

Will your recommended successor item or cross reference work for my application?

Based on our research of the technical specifications of both products, we believe we are providing viable alternatives. However, we strongly recommend you consult the spec sheets of the recommended item(s) and if possible, the spec sheet of the product you want to substitute and make your own determination. Moreover, we do not warrant that the recommended alternative(s) will work for your application.

 

NAVIGATING ROBERTSONLIGHTING.COM

What do the Active, Limited Availability or Discontinued product designations mean?

An “Active” designation means that the product in almost all circumstances will be in stock or if not, it can be backordered. A “Limited Availability” designation is for products that we still have in stock, but we are either no longer going to offer once our remaining stock is sold out or we may be phasing it out over time due to diminishing demand. A “Discontinued” designation means we no longer have any stock but in many instances, we will recommend a successor item. These alternatives will appear when one searches by the obsolete product name.

 

What if there are No Results identified when searching by the product name?

If a product is entered in the Search Bar and no there are no results, it means the product is discontinued and there are no directly related successor items. In these instances, we recommend a user utilizes the facets on the left-hand side of the Product page where a viable alternative may be identified through this search criteria. Remember to exclude any /A, /B, etc. during your search. Unless you have the correct amount of spacing between the part number and the /, your search will yield no results.

 

What information do I need to have in order to find the correct ballast for my application?

Our website allows for entering any information into the Search Bar, such as a competitor’s product or lamp, lamp type, etc. Additionally, the facets on the left-hand side can be used in conjunction with the Search Bar or independently to narrow down the potential products for your application.

 

How do I search by the name of a Robertson ballast I want to replace?

The Search Bar is always available. Simply type in the desired part number and our web portal will identify potential matches based on the number of characters entered. The search can be stopped at any time by clicking the product boxes shown on the Results Page meaning that in many instances the entire product name is not required to locate the desired item. Please note that you should not include any extra spacing or slashes (/A, /B, /C, etc.) in your search, as this will inhibit your results.

 

What does the /A, /B, etc. mean? How do I know which one goes with which ballast/version?

This is an internal designation system only and should not affect the search for your ballast or driver. However, for many magnetic items, the "/letter" connotes specific technical specifications of the ballast, so please review the listed technical characteristics shown with each product.

 

What does the little "m" and little "e" relate to in the product summaries and descriptions?

The small m in front of a product refers to magnetic. For example, an mBallast refers to a Magnetic Ballast. The small e in front of a product refers to electronic. For example, an eBallast refers to an Electronic Ballast.

 

How do I figure out which wiring version I need for a Robertson magnetic ballast?

Please refer to the attached version sheet by clicking here.

 

If there are multiple lamps listed on the ballast spec sheet, how do I make sure I order the correct one?

If there is only one product displayed in your search results, the multiple lamp listings on the spec sheet indicate that this particular ballast can run each of those lamp types. The part number of the ballast does not change.

 

ACCOUNTS, PAYMENTS AND ORDERS

How do I place an order with a Purchase Order and extended credit terms method?

Under payment method, choose "Purchase Order'. You will be required to enter your P.O. #. THIS OPTION IS AVAILABLE ONLY TO CUSTOMERS THAT HAVE AN OPEN TERMS ACCOUNT WITH ROBERTSON. If your organization desires to purchase under this approach, please contact [email protected] with this request. We will quickly complete a review of your request, often within several hours of your request. For any orders that are under $1,000, these are required to be paid by credit card unless your organization is specifically excluded from this limitation. You can still enter your P.O. # as a point of reference for your records when paying by credit card.

 

Where do I remit payments to?

Payments can be sent to:

Robertson Worldwide
Attn: Accounts Receivable Department
1605 Main St., Suite 700
Sarasota, Florida 34236

 

Are there quantity discounts for amounts larger than offered on your website?

Although we offer quantity discounts on our web portal, there may be instances when the stated volume (and associated discount pricing) is less than your desired quantity. In these instances, please contact us at [email protected] with your specific volume pricing and requirements.

 

Is there a minimum order quantity?

For almost all of our products that are in stock, there is not a minimum order quantity. However, for orders less than $75, there is a $15 processing charge. However, certain specialty items do require a minimum quantity order for us to offer them at the stated price. This will be highlighted if the situation arises.

 

Do I need to create an online account to place an order?

No. An order can be processed with our Guest checkout. That said, we strongly encourage you to create an account with us to expedite the processing of future orders, such as third party reusing ship-to locations and credit card information maintained with Stripe. We also require account login for all open account orders.

 

Does Robertson accept International orders?

Yes, we do. For parcel orders, please provide your preferred carrier (e.g., UPS, FedEx, DHL) account information in the Special Instructions field during the checkout process. All other international shipments will require for you to arrange pick up at our warehouse with your freight forwarder. Please note that any import taxes and duties on all international orders, will be the customers responsibility.

All support documentation for manufacturing regulations are available for download via our Sustainable Manufacturing & Government Regulations page.

If additional information is required to coordinate this shipment, we will communicate with you at the appropriate time(s).

 

What is the shipping/freight policy at Robertson?

All domestic orders to the Continental United States have free ground shipping (F.O.B. destination) unless your account has special pricing/freight terms. For expedited shipping, such as by air, we request you provide us your parcel post account information. Please note that for any orders less than $75, we add an additional $15 charge for processing to your order amount.

 

Is my credit card information safe on RobertsonLighting.com?

Yes! All online orders are backed by the quality security of Stripe. Your credit card number is never saved on our site and it is never distributed to any other parties.

 

How do I check my order status?

If you ordered your product on our portal, you will be sent a tracking number with your shipping confirmation that you may follow to track your delivery.

 

Does Robertson ship to P.O. Boxes?

Unfortunately, Robertson does not have the ability to ship to a P.O. Box. We must have a physical street address to complete your shipment.

 

Who do I contact if I have a billing question?

The Robertson Lighting Customer Service team can assist with any questions you may have. To contact a member of the Robertson Customer Service Department, email [email protected]

 

What is our return policy?

If you've ordered the wrong item, please contact Customer Service at [email protected] Robertson will issue a unique RGA# to process and return these items. There will be a fixed $20 restocking fee and you will be responsible for the return shipping cost. The products must be returned in their original condition. We cannot accept any returned products without an assigned RGA#. Special order items are non-returnable and these terms will be reflected on our Order Acknowledgement, when applicable.

  

What is our warranty policy?

This warranty is conditional upon proper storage, installation, use and maintenance.  This warranty is not applicable to any product which is not installed and operated in accordance with Robertson specifications and instructions or in accordance with the National Electrical Code (NEC), the Standards for Safety of Underwriters Laboratories, Inc. (UL), and the Standards of the American National Standards Institute (ANSI) or, in Canada, the Canadian Standards Association (CSA).

The company's sole obligation under this warranty will be either a refund for the price paid for the purchased ballast or the replacement of any defective part or parts with a replacement product. The option chosen will be at the sole discretion of the company. If a product is purchased from a channel other than Robertson Worldwide and was not incorporated in a fixture that was purchased form a third party fixture manufacturer, the customer should seek a refund for its failed ballast from the vendor that supplied the product. Customers who purchase via third party vendors (e.g., eBay, Jet, Craigslist, etc.) should purchase third-party warranty coverage.

NO IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE SHALL APPLY BEYOND THE AFOREMENTIONED WARRANTY PERIOD.  The foregoing warranty is exclusive of all other statutory, written or oral warranties, and no other warranties of any kind, statutory or otherwise, are given or herein expressed.  This warranty sets forth Robertson's responsibilities regarding the ballast and claimant's exclusive remedy.

LIMITATIONS OF LIABILITY.  Under no circumstances, whether as a result of breach of contract, breach of warranty, tort, strict liability or otherwise, will Robertson be liable for consequential, incidental, special or exemplary damages, including, but not limited to, loss of profits, loss of use or damage to any property or equipment, cost of capital, cost of substitute product, facilities or services, down time costs or claims of claimant's customers.

Robertson's liability on any claim of any kind for any loss or damages arising out of, resulting from or concerning any aspect of this agreement of from the product or services furnished hereunder shall not exceed the price paid to Robertson for the specific ballast or ballasts which gives rise to the claim.

This warranty gives the claimant specific legal rights.  The claimant may also have other rights which vary from state to state. 

To submit a warranty claim, please provide all the information requested via the Robertson Warranty Claim Form.  


TECHNICAL RELATED

Why is End of Life (“EOL”) Protection important?

Our patented EOL protection ensures the ballast and fixture against catastrophic failure by shutting the output power off to the lamp when the lamp reaches an end-of-life condition from any power runaway. Many Robertson products have incorporated this patented feature.

 

What is World Series All-Star Protection?

This feature comes standard on Robertson's entire World Series line and safeguards against open filaments, high lamp voltage, high temperature conditions, lamp rectification, low line voltage, and damaged or shattered glass. Whereas standard protection only seeks out to protect one of the above listed elements, Robertson's World Series All-Star protection guards against each of these harsh conditions simultaneously.

 

What is RoHS Compliant?

RoHS (Restriction of Use of Hazardous Substances) regulations limit or ban specific substances—lead, cadmium, polybrominated biphenyl (PBB), mercury, hexavalent chromium, and polybrominated diphenyl ether (PBDE) flame retardants—in new electronic and electric equipment. RoHS Compliant means acting in full accordance with RoHS regulations and documenting testing for RoHS-controlled substances. Robertson carries an expansive selection of products that comply with RoHS standards. This information is noted on technical specification sheets, as well as indicated in the product data listed on www.robertsondirect.com, with a box that displays a 'check mark' and the RoHS logo.

 

Does Robertson work with UL to test its products?

Yes, products that are UL listed will be notated as such on technical specification sheets, as well as called out under specific product information on our web portal.

 

Are Robertson products rated for ENERGY STAR?

In many instances, especially as it relates to our newer offerings, the answer is yes. This information will be notated on technical specification sheets for applicable products, as well as called out under specific product information on www.robertsonlighting.com with a blue rectangular logo that designates ENERGY STAR.

 

Do Robertson products use PCB's?

No, all Robertson products are free of PCB's!

 

Why is maximum case temperature important?

The maximum case temperature indicates how hot you can run your ballast. The industry standard Maximum Case Temperature is between 70°C and 75°C. Robertson Worldwide offers many products with a Maximum Case Temperature of 90°C, allowing you to operate your ballast in higher temperatures, without shutting down due to overheating.

 

What causes the tube guard in a fixture to melt and how can it be prevented?

The likely cause of this is the combination of an Instant Start ballast with tube guards. An instant start ballast should not be used with tube guards because there is no EOL protection in the circuit, and if the lamp begins to fail it can overheat and melt the tube guard. Robertson Worldwide recommends that our customers avoid using instant start ballasts with tube guards and offers an expansive line of ballasts with other start methods that will ensure the tube guards do not melt.

 

What is the difference between a Normal Power Factor ballast and a High Power Factor ballast?

In general, normal power factor ballasts are more efficient than high power factor ballasts, typically by a few percent. This is because the high power factor ballasts actually have another electronic processing stage in them, which typically has 1-2 watts loss.

The advantage of the high power factor ballast is that it is much more friendly to the power system in the building and on the utility grid. Power system capacity is limited by the volt-amps provided, not by the watts provided. This is true on the grid, or within a building. For example, no one would consider using normal power factor ballasts for general lighting in a commercial/industrial building, because approximately twice as many circuits (all the wiring, circuit breakers, etc.) would be required. The utility company would also penalize the user for not having a high power factor load.

The task lighting applications are a little different, because they seldom make up the majority of the electrical load in a building, so the system impact is not as great. Many users, and codes (i.e. CA Title 20/24) specify high power ballasts, while others don't.

The difference in input wattage between the normal power factor and high power factor ballasts you are using is a combination of 1-2 watts higher losses in the high power factor designs, and the fact that the existing specific designs do not deliver exactly the same power to each of the rated lamps. The difference in power delivered to the lamps can be seen by comparing the Ballast Factors of the two. The Ballast Factor is relative number corresponding to the power delivered to a given lamp and the light produced by the lamp.

 

PRIVACY POLICY

What happens to my personal information?

When you submit the order form and the contact form, we collect personally-identifiable information to help us fulfill your order and help serve you better. Information we collect includes your name, e-mail address, physical mailing address, phone number, and order history. We do not maintain a record of your credit card information.

We also use your contact information to communicate with you, including our newsletters and new product introductions (from which you may opt out) and other communications related to your order.

 

Do you share my personal information?

Robertson does not share your personal information with any outside parties. If you have any questions, please contact us at [email protected]

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