Two routes, on purpose
Project and specification enquiries — pricing, lead times, documentation, cross-references — go to the quote route, where a US contact replies within 24 hours.
Product support for an item already installed
Support for a fixture that is already in service is handled separately from sales, so a support question is never queued behind a quotation. Write to the address on the quote route and mark it as support; it is routed to the people who handle installed product rather than to a salesperson.
What we will need from you
The model number, the date and channel of purchase, and a photograph of the label. Those three things are what let someone answer on the first reply rather than the third.