Frequently Asked Questions
Order Placement Questions
Pricing & Product Questions
Payment & Billing Questions
Order Placement Questions
What is the cutoff time to have an order ship the same day?
All orders placed by 4pm EST will ship the same day as long as everything requested is currently in stock.
I would prefer not to order online. What are my options?
In addition to online shopping, we are a full service call center. Orders can be accepted by phone Monday through Saturday (See our Hours), or by email.
How much is shipping?
Shipping rates depend on the service. We offer 2 flat rate programs with UPS: $9.95 UPS Ground and $29.95 UPS Overnight (Saver). For the overnight rate, there is a $50 handling fee for oversized items. Please see our website for a list of oversized items. These shipping promotions are only available to the continental 48 states. We also offer additional USPS and UPS shipping options.
Is the flat rate shipping option per item, per box, per order or per shipment?
The flat rate charges of $9.95 or $29.95 are per shipment. If a complete shipment has multiple boxes, you are still charged one shipping fee.
Should an item be out of stock, Lightship will ship the products we have in stock and backorder any other products. Lightship will then ship the backordered products as they become available at no additional charge.
Why did my order get split apart?
We have multiple warehouses and should an item be out of stock at one location we will pull the item from the location that has the item in stock. It is possible that your items may arrive on different days however you will not be charged any additional fees.
When shipping an order, can I request a signature?
Yes, UPS will require a signature for a charge of $4.50.
How do I know if an item is oversized?
Items that are Oversized are identified in product descriptions
How do I know if an item is Hazmat?
Items that are Hazmat are identified in product descriptions
What are the shipping restrictions on Hazmat items?
Hazmat items can only ship via UPS ground to the lower 48 states.
If an item is marked “truck freight only,” what does this mean?
This product is too large for a common carrier. This shipment will be sent via LTL trucking. The cost for these shipments varies, so please email email@example.com for an accurate quote.
Is there a fee for USPS International?
No, there is no fee.
Are there any minimum order requirements with Lightship?
No, we will ship any value order the same day if placed by 4pm EST as long as everything requested is currently in stock.
How do I know you received my order?
If you have provided an email address, we will send a confirmation email with your order number and detailed breakdown of items selected. If your email service utilizes a junk mail filter, you may need to add us (firstname.lastname@example.org) to your address book to receive messages. Please remember that Lightship does not participate in the sale or trade of your information, including email addresses.
I need to make a change to my order.
Orders for in stock items do process very quickly, often the same day ordered. We will make every effort to assist, but if your order has been released to the shipping floor we may not be able to stop it. Please have your order number ready and call us at during business hours, or email email@example.com.
How will you ship my back order?
We ship back orders via the same method originally requested for the rest of your order. With few exceptions, no additional freight will be billed for the additional shipment.
How can I check the status of my order?
If a valid email has been provided, we will email a confirmation of shipment with tracking number after your merchandise has left our warehouse. If you need additional information on your order email us at firstname.lastname@example.org and be sure to include you order number.
How do I track my order?
If a valid email has been provided, we will send a confirmation of shipment with tracking when your merchandise leaves our warehouse.
How do I cancel my order?
Please notify us as soon as possible if you find you need to cancel an order. The best way to do this is by calling during business hours, or emailing email@example.com before/after business hours. Cancellations are time sensitive and we will do our best to accommodate.
I am missing merchandise from my shipment.
The first thing we ask you to do, should an item be missing, is check your invoice. Back ordered items will not be listed and will be sent in a subsequent shipment as soon as possible. If the item appears on your invoice, the next thing we ask is you re-check all packaging materials. Smaller items sometimes get caught in package and have been known to wind up inside boxes of larger items. If the item is missing, have your order number ready and call us at 866-544-8747 or email firstname.lastname@example.org. Do not throw away any packaging material, as a carrier claim may need to be filed. Please note that we have multiple warehouses and should your order contain items from different warehouses, items may possibly arrive on a different days.
You shipped the wrong item.
If you believe you have received incorrect merchandise, please call us at or email email@example.com. Have your order number ready as well as the item/model number of the item ordered and the item/model number of the item received in error. If it is determined a mistake has been made, we will be sending you a return service label.
Pricing and Product Questions
What is MAP pricing?
Some manufacturers set Minimum Advertised Pricing (MAP) on certain products. This means we are not allowed to display lower pricing on our website or in our catalog at any time. This does not mean that we cannot sell the product for a lower price, though, and we often do. You can view your final selling price easily and quickly online by adding the item to your shopping cart. You will of course have the option to remove the item again should you not choose to buy.
I cannot find the item I want; can you get it?
Special orders are our specialty and we love helping our customers find what they need!
Although we have hundreds of brands and thousands of items, our website site only shows our current online inventory and we have an enormous amount of brands and items that aren't listed. We can also have just about anything you need drop shipped if needed, so if you do not see something in stock please contact us. Contact us at custserv@lightshipmarineoutfitters or 866-544-8747.
Please give us the manufacturer name and model number and the quantity you are looking for. One of our associates will be back to you with pricing as soon as possible.
How do you calculate shipping?
Besides our flat shipping options, shipping is based on several factors including but not limited to carrier, ship method, weight, value, merchandise type and destination. Our main shipping methods can be calculated easily online using our Shipping Calculator at checkout.
Truck shipments must be estimated for you by one of our sales reps. Please email firstname.lastname@example.org for assistance with these quotations.
How do I purchase insurance for my order?
Lightship includes insurance on all outgoing packages we send. We are unable to ship items without insurance, even if you are covered by your credit card company. This protects both you and Lightship should a package become lost of damaged in transit.
How do I purchase a gift certificate?
You can purchase a gift certificate through any of our available ordering methods. Denominations start at $25 and may be purchased here.
Payment & Billing Questions
What are my payment options for an online order?
We currently accept Visa, Mastercard, American Express, JCB, Discover, and Diners Club debit and credit cards, Shopify Pay, Apple Pay, PayPal and Amazon Pay. Lightship Gift Certificates can be redeemed by phone or on our website.
Is my credit card safe on the internet? How can I be sure the links are not corrupted?
Please see our security statement.
What is a CVV number and why do I need it?
Your safety shopping online is our main concern and your CVV code is a tool to help us ensure this. This code tells us that you, the cardholder, have the credit card in hand and are placing your order. This prevents people who have only your card number but not the card itself from placing an order. It is absolutely safe to give this number to secure businesses when making an online purchase.
When will you charge my card for my order?
With few exceptions, your credit card is not charged until the day your order ships from us. Back ordered merchandise will be billed as items become available for shipment. Drop shipments and special orders are billed immediately.
How do I pay using a gift certificate?
We accept gift certificates as payment for orders placed by phone, mail, and on our website. If using a gift certificate online, please enter the gift certificate first before entering credit card information.
How do I return an item?
Request a Return Merchandise Authorization (RMA) Number by contacting Customer Service: email@example.com or calling 866-544-8747. The returned product must be postmarked within 15 days or the RMA number will expire.
Repack the product in the original packaging and place inside a box suitable for shipping with all the original enclosures, parts, and accessories.
Write the RMA number clearly and conspicuously on the outside of the package.
Return it to us postage pre-paid (we do not accept C.O.D.) with the appropriate insurance. Please note: Shipping costs are non-refundable.
I have comments or suggestions for your website.
We welcome your thoughts! Please use the website feedback option on our contact page.
I have comments or suggestions on the products you carry.
Our goal is to provide you with the products you want at the best prices around. If you would like to share your thoughts on products we carry (or products we don't!) please email firstname.lastname@example.org . Your comments and suggestions will be forwarded on to the appropriate purchasing agent for review.
I lost my lightshipmarineoutfitters.com password.
On the log-in page, there is an option to have your password sent to you. This is the fastest and easiest way to get the information needed. If you forgot your login or no longer have access to the email listed on your account, please email email@example.com for assistance. You will need to provide your full name and the email address on your account.
I have a question that wasn't covered in your FAQ's.
We would be happy to help you. Please email your question to firstname.lastname@example.org and a representative will respond as soon as possible.