Frequently Asked Questions
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General
What does Prime Light Boxes make?
We manufacture custom LED light boxes and light panels in our shop north of Toronto, Ontario. Our products include Fabric Light Boxes, LED Snap Frames (including Faux Windows), Acrylic Light Panels, Backlit Light Panels, and Flexible LED Sheets. Everything is made in Canada.
Where are you located?
We are based at 23 West Beaver Creek Road, Suite 9, Richmond Hill, Ontario. We have a showroom on site — please call ahead before visiting.
Are your products made in Canada?
Yes. All of our products (except Flexible LED Sheets) are manufactured in our Richmond Hill shop. Because our products are made in Canada, US customers do not pay any duties or import fees.
Are your products certified?
Yes. All our light boxes and light panels are CSA/UL approved. All power supplies are UL or ETL approved.
Do all your products work with standard 110V power?
Yes. All products operate on standard 110V AC power.
What warranty do you offer?
All Prime Light Boxes products come with a 3-year warranty against manufacturing defects under normal use. The warranty does not cover damage from misuse, improper installation, or normal wear and tear.
What is the LED lifespan?
Our LEDs are rated for 50,000 hours of use.
Sizing & Customization
Can I order a custom size?
Yes. All of our products are available in custom sizes. Use the product configurator on each product page to enter your dimensions and we will manufacture to your exact specifications.
What sizes are available?
Minimum size for all products is 18" × 18". Maximum sizes: Acrylic Light Panels 48" × 96", LED Snap Frames (including Faux Windows) 48" × 96", Fabric Light Boxes — no size limit, Backlit Light Panels — no size limit.
Can you make round or custom-shaped light boxes?
We cannot make round or round-cornered light boxes. However, we can make Backlit Light Panels in round shapes. Acrylic Light Panels cannot be made in round shapes.
What frame colors are available?
Our frames are available in brushed silver, semi-gloss white, and matte black as standard options. Custom colors are available but involve higher costs due to small quantity production — we generally recommend sticking with our standard colors.
Can I get cutouts for sinks or outlets?
Yes. Acrylic Light Panels and Flexible LED Sheets can be ordered with custom cutouts for sinks, outlets, or other fixtures.
Can I order more than 5 units?
Yes. For orders of 5 units or more, please email us at sales@primelightboxes.com and we will prepare a custom quote for you.
Images & Artwork
What image or file formats do you accept?
We accept any common image or file format including JPG, PNG, PDF, and AI files.
What resolution should my image be?
We recommend a minimum of 150 DPI at the final print size for good image quality. If you are unsure whether your file is suitable, email it to us at sales@primelightboxes.com and we will check it before production begins.
Can I upload my own image for a custom order?
Yes. You can upload your own image directly on each product page. We will send you a CAD preview showing how the image will look on your chosen frame before we begin production.
Can I use any image I want?
You must own or have the rights to use any image you submit. We are not responsible for any copyright or intellectual property issues arising from customer-supplied artwork. We do not print licensed movie posters.
Where can I find images to download for Fabric Light Boxes or Faux Windows?
We have a library of downloadable images available. Contact us at sales@primelightboxes.com for access.
Power, Dimming & Controls
Do I need to choose between plug-in and hardwire?
Yes. During the ordering process you can select your preferred power option: Plug-in Power Supply (standard connector, plugs into a wall outlet), Internal Power Supply for Fabric Light Boxes (power supply inside the frame), Hardwire Power Supply (requires a qualified electrician), or Dimmable Hardwire Power Supply (hardwire connection to a wall dimmer switch).
Are your products dimmable?
Yes. All products are dimmable. You have two options: a low voltage dimmer with remote and WiFi (controllable by remote or phone via the Tuya Smart app, with programmable schedules), or a dimmable power supply that works with a standard wall dimmer switch.
Can I control the dimmer with my phone?
Yes. The WiFi dimmer uses the free Tuya Smart app (available on iOS and Android). You can control brightness, set schedules, and program the light to turn on and off at specific times throughout the day.
Is an on/off switch included?
An on/off switch on the edge of the frame is available as an optional add-on for all snap frame products, including Faux Windows and LED Snap Frames.
How long is the wire that comes out of the product?
Standard wire length is 4 feet. We can extend wires up to 12 feet upon request.
Can I choose the wire color?
We use black wires by default. White wires are available upon request.
Can the power supply be placed in a confined space?
No. Power supplies generate some heat and must not be placed in a fully enclosed or confined space. The hardwire power supply measures approximately 15" × 3" × 2".
LED Snap Frames
What is an LED Snap Frame?
An LED Snap Frame is a slim, edge-lit light box with a snap-open frame that allows you to easily change the poster or graphic inside. The frame snaps open on all four sides for quick access.
How do I change the poster in a Snap Frame?
Flip the snap covers on all four sides outward to access the clear cover and poster. Peel the protective film from the cover, place your poster and cover inside, then snap the four sides closed.
How do I mount an LED Snap Frame?
Small frames hang on two screws. Large frames hang on a French cleat (Z-bar). All required hardware is included.
Can LED Snap Frames be used outdoors or on windows?
We recommend against installing snap frames in windows that receive direct sunlight, as prolonged sun exposure can damage and deform the frame.
Faux Windows
What is a Faux Window?
A Faux Window is an LED Snap Frame light box designed to look like a real window. It uses backlit posters to simulate a view and natural light, and is ideal for windowless rooms, basements, offices, and spaces with unappealing views.
What poster options are available for Faux Windows?
You can choose from our curated collection of scenic images on the website, upload your own image, or order a blank frosted (frosty) poster that simulates a frosted glass window with no image.
Can I order additional posters later?
Yes. You can order additional posters at any time. The snap frame design makes changing posters quick and easy.
Do I need a poster to place an order for a Faux Window?
Yes. Every Faux Window order must include either a printed poster or the blank frosted poster option. The frame cannot be ordered without one.
Can I order a Faux Window with grid lines to look like window panes?
Yes. We offer a grid overlay option. Grid lines are 7/8" (21mm) wide.
How are Faux Windows installed?
Small sizes hang on two wall screws. Large sizes use a French cleat (Z-bar). All mounting hardware is included. Install near a wall outlet so the power cord can be discreetly managed. Using curtains around the faux window makes it look more realistic and hides the cord.
Fabric Light Boxes
What is a Fabric Light Box?
A Fabric Light Box is an LED-backlit frame that uses a silicone edge graphic (SEG) fabric print. The fabric stretches tightly into a groove in the frame, creating a seamless, high-impact illuminated display.
What profile depths are available?
We offer 2" and 3" profile depths. We also offer a 1" deep non-lit SEG frame in matte black. Note: 1" deep fabric light boxes cannot be made larger than 36" × 48" — we recommend 2" or 3" for larger sizes.
Can I change the fabric graphic later?
Yes. The SEG design allows you to swap the graphic easily. Simply push the silicone edge out of the groove and replace with a new graphic.
How does the fabric installation work?
Mount the frame on the wall first. Insert the silicone edge of the fabric into the groove at the corners first, then work along the sides from the center outward until the graphic is taut all around.
How do large Fabric Light Boxes ship and assemble?
Small sizes arrive fully assembled. Large sizes arrive in two or more sections connected by straight connectors. The LED sections inside large frames connect via male-female connectors.
How are Fabric Light Boxes mounted?
Small frames hang on a French cleat (Z-bar) included with the unit. Large frames are screwed directly into wall studs through holes on the back plate.
Can the power supply be hidden inside the frame?
Yes. For large Fabric Light Boxes we can install the power supply inside the frame. A standard power cord comes out at a location you specify, and you can install a recessed outlet behind the frame and plug it in after installation.
Can I specify where the wire exits?
Yes. For Fabric Light Boxes the wire exit can be from the edge or from the back of the frame at a location of your choice. You can send us a sketch or specify at the time of order.
Can a flat plug power cord be used?
Yes. We can supply a cord with a flat plug, which is ideal for fabric light boxes where the cord runs behind the unit to a flush-mounted outlet.
Acrylic Light Panels
What are Acrylic Light Panels used for?
Acrylic Light Panels are primarily used to backlight translucent materials — onyx, crystallite, and similar stones — in countertops, bars, wall features, and furniture. The panel is placed behind or under the stone and illuminates it evenly.
How thin are the panels?
Acrylic Light Panels are 3/8" thick with a 5/8" white tape border around the edge. LEDs are on the two longer sides or on all four sides depending on size.
Do I need a gap between the panel and the stone?
No gap is strictly required — you can place the stone directly on top of the panel. However, a 1/2" gap provides more even light distribution.
Can Acrylic Panels be made with RGB (color-changing) LEDs?
Yes. We can make Acrylic Light Panels with RGB LEDs for color-changing effects.
What color temperatures are available for white LEDs?
We offer Cool White (6500K) and Daylight (4100K).
Can the panels be made in multiple sections for large areas?
Yes. For larger areas, multiple sections can be used. A slight shadow may be visible between sections depending on the layout.
How are Acrylic Panels installed?
For countertops, place the panels on the surface and apply glue on the back to secure, then connect to the power supply. For wall installations, attach to the wall with glue on the back. Cutouts for sinks or outlets are available.
What wiring comes with an Acrylic Panel?
Two low voltage wires come out of the panel. The red wire is positive and the black wire is negative. Small panels come with a plug-in power supply. Larger panels come with a hardwire power supply.
Backlit Light Panels
What are Backlit Light Panels used for?
Backlit Light Panels are ultra-thin (1/8") panels designed primarily for wall installations to backlight stone, onyx, and transparent materials. They are ideal for built-in bars, wine racks, feature walls, and large backsplash areas.
Is there a size limit for Backlit Light Panels?
No. There is no size limit. For large areas, panels are made in smaller sections to make shipping and installation practical. Unlike Acrylic Panels, each section can be shipped individually on a small skid.
What gap is needed between the panel and the stone?
White LEDs require a 1.5" gap. RGB LEDs require a 2.5" gap. For built-in applications like wine racks and bars with stone, a minimum 2" clearance is needed. A standard 2×2 wood stud (1.5" × 1.5") works well as a spacer.
Can Backlit Panels be made with RGB LEDs?
Yes. RGB Backlit Panels provide full color-changing capability and can be integrated with smart home systems.
Are Backlit Panels shadow-free?
Yes. The ultra-thin profile is designed to provide consistent, shadow-free illumination across the entire surface.
How are Backlit Panels installed?
Screw the panels directly to the wall and connect to the power supply. All required hardware is included. An installation video is available on our website.
Flexible LED Sheets
What are Flexible LED Sheets used for?
Flexible LED Sheets are the ideal solution for achieving 100% even backlighting of stone, countertops, curved surfaces, waterfalls, and other applications where exact sizing is not fixed. They cover the full surface area including edges for a completely seamless look.
How do Flexible LED Sheets differ from Acrylic and Backlit Panels?
Flexible LED Sheets produce 100% even light with no hot spots, and they can be cut to size, bent around edges, and applied to curved surfaces. The trade-off is that installation takes longer than acrylic or backlit panels, and power consumption is higher.
Can the sheets be cut to size?
Yes. Sheets can be cut at designated cut lines only. Cutting outside the designated lines will damage the LEDs. Always disconnect from power before cutting.
How much clearance is needed behind the material?
A minimum of 1" of clearance between the sheet and the material is recommended for the most even light. Standoffs of 0.75" and 0.5" are available when space is limited.
How are Flexible LED Sheets priced?
Pricing is calculated as: (Length × Width ÷ 144) × $55.
How are the sheets installed?
Lay the sheets side by side to cover the area and connect them using the included connectors. Connect each group of up to 6 sheets to the power supply. Once tested and confirmed working, turn off the power, peel the adhesive backing, and stick the sheets to the surface. Add spacers to support the stone above.
Does installation require an electrician?
The power supply connection step should be performed by a qualified electrician. The sheet layout and connection steps can be done by a skilled installer.
How many sheets can be connected per power supply?
A maximum of 6 sheets per power supply circuit. For larger areas, multiple power supplies are used.
Can the sheets be bent around edges and waterfalls?
Yes. The sheets can be bent and stuck along edges and waterfall surfaces. The maximum bend radius is 1 inch — do not bend sharper than this.
Shipping & Delivery
Where do you ship?
We ship across Canada and to the United States. We do not currently ship outside North America.
How long does production and shipping take?
Most orders ship within 5 business days to 2 weeks depending on the product and size. Once shipped, delivery typically takes 3–5 business days.
What are the shipping costs?
Shipping rates are calculated at checkout based on size, weight, and destination.
Do US customers pay duties or customs fees?
No. Our products are manufactured in Canada and qualify under CUSMA (formerly NAFTA), so US customers pay no duties, import taxes, or customs fees.
Do Canadian customers pay sales tax?
Yes. Canadian customers pay 5% GST plus their applicable provincial sales tax.
How are large products shipped?
Depending on size, products are either boxed and shipped by common carrier, or placed on a skid and shipped by trucking company. Trucking companies use a tailgate to lower the skid — customers are responsible for moving the unit inside and installing it.
Will my order be tracked?
Yes. You will receive a tracking number by email once your order ships.
What if my order arrives damaged?
Please photograph the damage and contact us at sales@primelightboxes.com within 48 hours of delivery. We will work with you to resolve the issue promptly.
Returns & Warranty
Can I return a custom or made-to-order product?
No. All custom and made-to-order products are final sale and cannot be returned or refunded. Please double-check your dimensions and specifications before placing your order.
Can I return a standard stock product?
Standard (non-custom) products may be returned within 5 days of receipt with pre-approval. Contact us at sales@primelightboxes.com before shipping anything back. Items returned without pre-approval will not be accepted. A 20% restocking fee applies and the customer is responsible for all return shipping costs.
What if I receive a defective product?
If your product has a manufacturing defect, contact us with photos and a description. We will replace defective parts promptly. For claims under the 3-year warranty, contact sales@primelightboxes.com.
Contact & Support
How do I contact you?
Email: sales@primelightboxes.com | Phone: 416.269.0447 | Hours: Monday to Friday, 8AM to 5PM EST.
Do you have installation instructions?
Yes. We provide detailed installation instructions with every product. Installation guide PDFs are also available on our website.
Can I visit your showroom?
Yes. We have a showroom at our Richmond Hill location. Please call ahead before visiting.
Do you offer design or print services?
We can provide guidance on artwork specifications. Customers typically supply their own designs. For Faux Windows, we send a CAD preview of your image on your chosen frame for approval before production begins.