Frequently Asked Questions

FAQ

PURCHASING

Where can I purchase your lights and/or parts? Can I buy them through you?

We are a manufacturer that provides product through medical and veterinary distributors. Many suppliers carry our products, and your current dealer may already be a provider of Medical Illumination lights and parts. Please contact your distributor for assistance. You may also reach us by phone or through our online contact form for a dealer referral.

Can you provide me with pricing on an item/model?

Final retail pricing for our products is set by individual distributors and may vary significantly from one to the other, based on options or services they may include in their pricing. You may contact your current dealer for pricing and order placement. Please contact us if you are in need of a dealer referral.

How can I see your lights in person before I purchase them?

There are three ways that you can see our lights in advance:

(1) Ask your distributor if they have a "demo" of the model that you have an interest in. Some may have one available for you to view, or may have a referral practice that will allow you to visit.

(2) Ask your distributor if they will be displaying one of our light models at an upcoming trade show. You may also attend a trade show where Medical Illumination will have a booth with models to view. Please visit our Events page for more information on upcoming exhibitions.

(3) Arrange to visit our showroom, located at our facility in southern California. Please be sure to contact us in advance for an appointment time, as availability for this option may vary.

I need to compare your light model with one from another manufacturer. Who should I contact?

We recommend that you contact your dealer sales representative to obtain information about our lights and others that they may offer. You can also find all the product specifications on our website. Simply go to the product-specific page and click the link at the bottom of the page.

Do you have a product catalog?

You can find brochures for all of our current light models on our website. Simply go to the product-specific page and click the link at the bottom of the page.

As our product line adapts to market needs frequently, we do not produce a printed catalog.

What is your product's warranty? What does it cover?

You may review our complete Limited Warranty via this link.

How can my company become a dealer of your products?

Please contact us via our website and we will follow up with your new dealer request. All dealer applications are subject to approval.

I'm an electrician/contractor and need to obtain pricing on your lights and/or parts for a bid, installation and/or repair job.

As our products are registered medical equipment, your customer (the current or potential owner of the light) can contact their current medical distributor to obtain pricing so that they can place the order for the product needed.

I want to return my product. How can I do this?

Please contact the dealer from whom the product was originally purchased to inquire about a return. Note that some product returns may be subject to a restocking fee and/or a reduction of credit if the product is damaged. All products MUST include a Return Authorization Number (RA#) issued by the Company prior to being shipped to our facility. Otherwise, no credit or acknowledgement can be assigned.

 

INSTALLATION

Who should I contact to have my lights installed? Do you offer installation services?

This will vary depending on the circumstance. If you are building or doing a significant remodel, your contractor or one of the sub-contractors may be able to do this work for you. If you are buying just a light, ask your equipment distributor if they provide this service or if they have a recommendation of a professional they have used in the past.

Medical Illumination does not have field installation personnel. You may contact any licensed contractor or electrician for installation purposes.

System Two product line: Due to the higher mechanical strength requirements of the in ceiling mounting structure, we recommend a mechanical contractor for the support system installation.

I need specs and/or installation instructions for one of your lights.

You can find all pre-install guides, installation manuals, and specifications on our website. Simply go to the product-specific page and click the link at the bottom of the page.

 

REPAIR / PARTS

Can I purchase bulbs at a retail location or specialty store?

Since our lights have bulbs that are custom-made, you should only purchase them from one of our dealers. Using similar bulbs that may be compatible with our lights may result in lower light output, incorrect light color (Kelvin) and/or reduced bulb longevity.

My light won't turn on or stay on. What should I do?

Refer to the General Troubleshooting section of your product's user manual. PDF versions can be found on our website if you go to the product-specific page.

If you are unable to resolve the issue after reviewing the manual, please contact us via phone or our website for assistance. Please be prepared to provide the model and serial number of the unit you are contacting us about.

How do I get my current light model repaired?

All products MUST include a Return Authorization Number (RA#) issued by the Company prior to being shipped to our facility. Otherwise, there will be no way for us to identify your property or initiate a repair.

If your light is within its initial three-year warranty period, your light repair will most likely be covered. Please review our Limited Warranty via this link to determine terms and exceptions. Please contact us to confirm that your warranty is still in effect.

For lights that are out of warranty, we offer an in-house repair service that includes full refurbishment of the product. All of our paid repairs are covered by an 18-month repair warranty regardless of the light's age. Please contact us directly for more information and to make arrangements to have the repair completed.

Do you have repair services local to my area?

Medical Illumination does not have field technicians. For any repair needs, you may utilize our in-house service option.

Does Medical Illumination reimburse for the cost of my electrician's work?

Medical Illumination does not cover the cost of repair work done by outside personnel. It is recommended that you contact us for technical assistance before you retain the service of an outside repair service or electrician.

My distributor says that they don't sell your parts. Who should I contact?

Please contact us via phone or through our website for a referral to one of our dealers.

My light model has been discontinued. Am I still able to purchase parts?

We generally continue to support a light model by making replacement parts available for a minimum of 7 years after its discontinuance. Note however that this time frame may vary, particularly if one of our vendors discontinues a replacement part. Please contact your distributor or us with your model and serial number to verify specific part availability for your light model.

 

PRODUCT DETAILS / SPECIFICATIONS

I need specs and/or installation instructions for one of your lights.

You can find all pre-install guides, installation manuals, and specifications on our website. Simply go to the product-specific page and click the link at the bottom of the page.

What is your product's warranty? What does it cover?

You may review our complete Limited Warranty via this link.

Can I connect my light to a wall or a dimmer switch?

None of our products have been specifically tested or approved for use with any external power control. Medical Illumination does not recommend wall switches in general. As each product has it’s own on/off switch, additional switches are not considered necessary.

All LED lights: Due to the solid state electronics, LED products are not compatible with any external dimming equipment. External switches of any kind can damage the light heads.

21st Century Series Halogen lights: While not recommended or endorsed by Medical Illumination, some customers have had success using “T rated” dimmers. We have not identified any specific problems relating to wall switches, but we do not recommend their use.

None of the System TWO products are compatible with dimmers. The System TWO Halogen light has not shown any specific problems by using wall switches, but we do not recommend their use. The System TWO MH light requires the power button on the head to be pressed to start; thus, a wall switch is ineffective.

Can I purchase bulbs at a retail location or specialty store?

Since our lights have bulbs that are custom-made, you should only purchase them from one of our dealers.

The use of similar bulbs that may fit into our light sockets may result in lower light output, incorrect light color (Kelvin), fixture overheating, and/or reduced bulb longevity.

I need to compare your light model with one from another manufacturer. Who should I contact?

We recommend that you contact your distributor sales representative to obtain information about our lights and their competitors. You can also find all the product specifications on our website. Simply go to the product-specific page and click the link at the bottom of the page. If you can not find the specific information you are looking for, please contact us through our web-site.

What is an LED?

A light emitting diode (LED) is a semiconductor device that gives off visible light when electrical current passes through it. In addition to medical lighting, they've been commonly used in other applications as a replacement for traditional light bulbs. Examples of their common uses include cell phones, calculators, automotive dash panels, seasonal decoration lights, and traffic signals.

What are the advantages of LED lights compared with halogen models?

Compared to traditional halogen lights, LED models offer the following benefits:

  • LED lights provide well-improved color temperature (Kelvinº), compared to their halogen counterparts. This produces whiter light for better visualization.
  • LED lights run on significantly less energy, compared to halogen lights.
  • Halogen bulbs average about 1,500 hours of life. Comparatively, our LED lights are rated at an estimate of 50,000 hours. That means that at eight hours a day, five days per week, they will endure for approximately 24 years.
  • LED lights have lower overall maintenance costs, with no replacement bulbs necessary.
  • The most significant advantage is the reduction of heat. Our LED lights produce virtually cold light, with even the ambient heat radiated from the head reduced to an almost nonexistent level.
My light shipment arrived damaged. What should I do?

If the shipment of your purchased product arrived in damaged condition, please leave the packaging and its contents intact and contact Medical Illumination immediately.

I want to return my product. How can I do this?

Please contact the dealer from whom the product was originally purchased to inquire about a return. Note that some product returns may be subject to a restocking fee and/or a reduction of credit if the product is damaged. All products MUST include a Return Authorization Number (RA#) issued by the Company prior to being shipped to our facility. Otherwise, no credit or acknowledgement can be assigned.

 

If you need additional information, please consult your authorized Medical Illumination dealer or use our online contact form to reach us directly.