Frequently Asked Questions

1. Why should I shop with Lighthouse Office Supply?
2. How is Lighthouse Office Supply "changing lives"?
3. What is the best way to reach someone at Lighthouse Office Supply?
4. How do I login if I forgot my username or password?
5. Do I have to create an account to place an order online?
6. How do I check the status of my order?
7. When I place an order, when will my credit card be charged?
8. Will I be charged sales tax?
9. Can I submit a purchase order and pay by check?
10. I am a Federal Government customer. Is your website ETS compliant?
11. Can my company/organization get special pricing?
12. I received my order and an item is damaged or missing. What should I do?
13. How do I cancel my order?

Answers...

1. Why should I shop with Lighthouse Office Supply?

   We believe Lighthouse Office Supply is the best source for your office products. After shopping with us, we bet you'll feel the same. Just look at what we have to offer:
   
   • Over 40,000 office products including desk supplies, breakroom/cleaning supplies, ink/toner, and furniture
   • Local, dedicated, top quality customer service with a steadfast commitment to 100% customer satisfaction.
   • Low prices
   • Most orders ship within 1 business day
   • Easy-to-use search feature with sophisticated sorting
   • Easy sign-up and fast checkout
   • Hassle-free returns
   • With our huge selection and competitive prices, we can be compared to Office Depot or Staples, with one major exception:
   • Our revenue is used to provide employment opportunities to people who are blind. Every purchase from Lighthouse Office Supply supports that mission.
     In fact, our business, from sales to customer service to web development, is operated primarily by visually impaired people who are capable, empowered, and love seeing our customers happy.

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2. How is Lighthouse Office Supply "changing lives"?

   Lighthouse Office Supply is a business line of West Texas Lighthouse for the Blind, a non-profit organization whose mission is to empower people who are blind or visually impaired through employment opportunities and career advancement. We started lighthouseofficesupply.com to create eCommerce jobs for qualified blind workers in addition to expanding our product offering to better serve our customers. Our purpose and everything we do is summarized in our motto "Creating Jobs, Changing Lives". To learn more about who we are and what we do, read about us and follow us on Facebook.

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3. What is the best way to reach someone at Lighthouse Office Supply?

   You can reach our customer support team in the following ways, which are listed in order of response speed and efficiency.
   
   1. Email us at [email protected]. We are typically able to check an email within five minutes of receiving it. Email is efficient because written communication tends to include complete information, we can re-read the message to ensure our understanding, we can research the issue without putting you on hold, and it provides a record that we can easily store for better follow-up.
   2. Use our Contact Us form. Submissions through this form are sent to [email protected]. This is a good option if you do not have or do not prefer to use your own email client/program.
   3. Call us toll-free at 1-844-496-3367. If you're like us, you want to reach a real person who will listen and provide quick, complete support so that if you need to call, you only need to call once. Although email is usually more efficient, please call us if you need to talk with someone right away. We strive to resolve issues quickly and completely in order to reduce the amount of time you spend on the call, on hold, or waiting.

   To contact a sales professional, email [email protected].

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4. How do I login if I forgot my username or password?

   If you forgot your username, try using your email address. To reset your password, click the following link: Forgot Password. Enter your username and click the "Reset Password" button. A new, random password will be generated and emailed to you.

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5. Do I have to create an account to place an order online?

   Creating an account takes less than one minute and will allow you to track your orders, check out faster, set up a Favorite products list, and establish multi-level permissions for multiple purchasers in your organization, among many other benefits. Although we encourage all of our customers to create an account, we do provide the option to check out as a Guest.

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6. How do I check the status of my order?

   To check the status of your order, click the following link: My Order Status. Enter your order number and the zip code your order was shipped to. Then click the "Submit" button. You can locate your order number in the order confirmation email that was sent to you after you placed your order.

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7. When I place an order, when will my credit card be charged?

   If you paid with a credit card, payment is authorized immediately to ensure funds are available and the credit card is valid. After every item on the order has shipped, the credit card is charged.

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8. Will I be charged sales tax?

   The following customers will not be charged sales tax:
   • Tax-exempt customers. To prove tax-exempt status, a customer classified as a company or individual must submit a copy of their tax-exempt certificate by email to [email protected] or by fax to 325-657-9367.
   • Customers with a shipping address outside of the state of Texas.
   In accordance with the Texas Administrative Code, all other customers will be charged a sales tax rate of 8.25% on their entire order, including shipping charges.

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9. Can I submit a purchase order and pay by check?

   We accept purchase orders as long as the following conditions are met:
   
   • You have created an online account.
   • Your first order totals $500 or more.
   • You have established Net 30 terms with us by calling our Accounting Department at 325-653-4231.
   • You may be required to complete a credit application and submit credit references.
   • It may take up to 3 business days to approve Net 30 terms.
   After those conditions are met, you may order online or by fax at 325-657-9367. When ordering online, select "Purchase Order" as your payment option and enter your PO number. Generally, purchase orders take up to 24 hours longer to process than orders paid by credit card.
   Once your order ships, we will mail you an invoice. Please submit payment for the invoice by check within 30 days.

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10. I am a Federal Government customer. Is your website ETS compliant?

    For our Government customers, we have optimized LighthouseOfficeSupply.com to automatically substitute any commercial item with the "essentially-the-same" AbilityOne® product, where applicable. Rest assured that no matter which items you add to your shopping cart, we have done the work to make sure your order complies with purchasing regulations. We are an authorized AbilityOne® distributor.

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11. Can my company/organization get special pricing?

    Absolutely. If you already have contact information for one of our sales professionals, call them to set up contract pricing. Otherwise, call our dedicated customer service team toll-free at 844-496-3367 and they will get you in touch with a sales professional. Give the sales professional a list of the items you would like on your contract, and they'll start working on a bid. We typically submit bids within 24 hours.

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12. I received my order and an item is damaged or missing. What should I do?

    Please contact customer support as soon as possible via email at [email protected], our Contact Us form, or by phone at 844-496-3367. We are committed to 100% customer satisfaction and we will make it right. For complete details, see our Return Policy.

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13. How do I cancel my order?

    Once an order is placed, it is typically submitted for shipping within one hour. Call customer support at 844-496-3367 as soon as possible. We will check on the real-time status of your order. If a cancellation is not possible, we will work to arrange a return/refund as quickly as possible in accordance with our Return Policy.

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