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Billing and Shipping FAQs

Find answers to common questions about shipping, order tracking, billing, and order management. We're here to help make your experience with LANshack as smooth as possible.

Frequently Asked Questions

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Shipping
Where do we ship to?

Most of our products are shipped within the United States, but we can ship to anywhere globally. We offer various shipping options to meet your needs.

Why hasn't my order shipped?

The most common reason for an order not shipping within 24 business hours is that a custom product was ordered, requiring manufacturing time. You'll receive an estimated ship date via email once it's scheduled with production, usually within 24 business hours. If you haven't ordered a custom product and your order hasn't shipped, it could be due to:

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    Placing the order after our 2:00 PM EST cutoff time.
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    Needing an extra day for shipment preparation due to a high quantity or larger than usual item.
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    Running out of stock of a particular item length or color. We typically notify you within 24 hours in such cases.

If none of the above applies, please reference your order number and contact us via email at [email protected] or call us at 888-568-1230.

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Sales Tax
How are taxes calculated in my quote?

Taxes are calculated based on your location. You can upload your tax-exempt form to your account, and once approved, we'll manually remove taxes from your quote and mark your account as tax-exempt. For more details, visit this page.

How do you handle non-profits?

Non-profit organizations fall into our government buyers group tier and receive an 8% discount on orders. To assign your account to this group, email us at [email protected], referencing your account ID or email. Please include your organization’s name and any other forms indicating your non-profit status.

Which states are required to collect sales tax?

You can view all of the states that collect tax on this page.

How is sales tax calculated and charged on my order?

Applicable sales tax is calculated and charged at the time of purchase based on the shipping address and the tax laws in effect at that time.

How do I submit tax exemption documentation?

Customers claiming tax-exempt status must provide valid tax exemption documentation prior to placing an order. Accepted documents include resale certificates or other state-issued tax exemption forms applicable to the transaction.

To submit a tax exempt form, you must create an account, and upload your form in the My Documents section.

When does my tax-exempt status become active?

Tax-exempt status is not active until documentation has been reviewed and approved by our team. Orders placed prior to approval will be charged applicable sales tax at checkout. If valid tax-exempt documentation is submitted and approved within the same calendar month as the order, we may issue a credit or refund of the applicable sales tax, at our discretion.

Can sales tax be refunded or adjusted after the order month has ended?

We do not apply tax exemption retroactively after the close of the calendar month in which the order was placed. Once the month has ended and sales tax has been reported and remitted to the appropriate taxing authorities, sales tax becomes final and cannot be refunded, credited, or adjusted, regardless of documentation submitted after that time. However, the tax exemption will be applied to future orders as long as the exemption certificate remains valid.

Do tax exemption certificates expire or require renewal?

Tax exemption certificates are subject to expiration based on state requirements. Our system may notify customers when a certificate is approaching expiration or has expired and request resubmission of updated documentation. If a valid exemption certificate is not on file at the time an order is placed, applicable sales tax will be charged until updated documentation is received and approved

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Order Tracking
How can I check on my order?

Log into your account to check your order's status. You'll find your estimated ship date or tracking number. Alternatively, email us at [email protected] or call us at 888-568-1230, referencing your order number.

How can I view my tracking number

Log into your account to view your tracking number. Alternatively, email us at [email protected] or call us at 888-568-1230. If you provided a valid email address, your tracking number will be automatically emailed to you. Check your spam folder if you don't see it in your inbox.

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Order Management
How do I find my previous order?

Log into your account to view all previous orders. Alternatively, email us at [email protected] or call us at 888-568-1230, referencing your order number.

How do I pay invoices?

Log into your account to pay invoices. Alternatively, call us at 888-568-1230 or email us at [email protected]. For net 30 payments, follow the instructions provided on the invoice.

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Refunds, Returns, and Missing Items
I need to return an item. How can I do that?

Email us at [email protected] or call us at 888-568-1230, referencing your order number, to initiate a return or exchange.

My product is missing parts. What should I do?

Email us at [email protected] or call us at 888-568-1230 with your order number, and we'll assist you promptly.

We ordered too many cables. Can we return them?

Yes, as long as they are not custom cables. Reference your order number and contact us at [email protected] or call us at 888-568-1230.

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