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Help/FAQ

Find quick answers to your questions below.

Orders Back to top

Has my order shipped?

Click the Order Status link at the top of our site to check your order status.

How do I change quantities or cancel an item in my order?

Please note that once an order has begun processing or has shipped, the order is no longer editable online. Please contact customer service.

How do I track my order?

Click the Order Status link at the top of our site to track your order.

My order never arrived.

Click the Order Status link at the top of our site and verify your order has shipped. If order has shipped and FedEx Tracking Numbers are displayed, check your order status with FedEx. If you believe your order was lost or stolen, please contact FedEx customer service. For further assistance Contact Us.

An item is missing from my shipment.

Click the Order Status link at the top of our site to track your order status. Be sure that all of the items in your order have shipped already. If your order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.

My product is missing parts.

Click the Order Status link at the top of our site to track your order status. Be sure that all of the items in your order have shipped already. If your order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.

When will my backorder arrive?

Backordered items are those which our suppliers are unable to predict when they will have more in stock, but as soon as they do, we will be able to ship the item to you.

Returns/WarrantiesBack to top

I received the wrong product.

If you feel that you have received the wrong product, please contact customer service within 72 hours of receiving the product.

Can my product be returned?

Please read the section on Returns in Order Terms & Conditions for more information on return requirements. Thank you.

How do I return my product?

Please read our Return Procedure for more information on returning an item. Thank you.

My product is under warranty and needs replacement.

Please read the Warranty section of Order Terms & Conditions for more information on product warranties. Contact customer service if you feel you have a warranty claim.

How do I return my product for service?

Please read our Warranty Claims Procedure for more information on returning an item for service. Thank you.

My Account Back to top

How do I create an account?

Click the Register link at the bottom of our site.
Then simply follow the prompts to complete setting up your account. Your information is NEVER sold to any other company and is kept completely private. Please view our Privacy Policy for more information.

How do I edit my account information?

Click the My Account link at the top of our site and select from the options in the Personal Information section to edit your account information.

I forgot my password.

Click the Log In link at the top of our site. Select the link under the password field that says "Forgot your password? Click here" and follow the prompts to reset your password.

Shipping Back to top

Do you ship to my country?

A list of countries inLighten ships to is included in the Order Terms and Conditions page under International Orders, linked at the bottom of our website as well. If your country is not in the list, unfortunately we cannot ship to your country at this time.

When will my order ship and what are my shipping charges?

Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and prices. We will ship your order shortly after we receive payment from you. Click here to check the status of an order.

Payment and Billing Back to top

What are my payment choices?

You may choose from Visa, MasterCard, Discover, and American Express during the checkout process. Please note that we will not ship your order until we receive payment from you.

Do I have to pay sales tax?

inLighten charges applicable state sales tax on all orders.

What if I'm a tax-exempt organization?

inLighten charges applicable state sales tax on all orders. If you’d like future orders to be tax exempt, please follow the steps below:

1. Create an inLighten Store Account by clicking the Register link at the bottom of our site.
2. Fax a copy of your state tax-exempt document to the inLighten Store at 716-759-7751 or email a digital copy to store@inlighten.net.

Be sure to include the following on your fax cover sheet or email:

• Subject: inLighten Store Tax-Exemption
• Your Name and Organization
• Your Phone # and Email entered for your Store Account

Upon verification of your state tax-exempt documentation, your account will be updated to tax-exempt status.

You may apply to your individual state for reimbursement of sales tax paid. See your state's official website for more information.

I have a question on my charges.

Click the Order Status link at the top of our site to review your orders. You may compare your order history on our website with your financial records. If you have further questions or concerns, please contact customer service for further assistance.

I need a copy of my receipt/invoice.

Click the Order Status link at the top of our site to view your Order History, where you may view individual orders and print invoices.

When will my credit appear on my account?

Credits will normally appear on your account within 30 days from the time we receive your item(s).

When will my credit card be charged?

Your credit card will be charged upon purchase of your item(s).

Additional Support Back to top

How do I contact you?

Contact us any time by clicking the Contact Us links at the top and bottom of our site and we'll get back to you as soon as possible.

For 25 years, inLighten has been a recognized leader in digital media solutions by providing high quality systems that combine ease-of-use with vast functionality, and are built to last. Tens of thousands of client locations worldwide depend on inLighten products and services day in and day out. And so can you.
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