Frequently Asked Questions
1. Can you ship to my location?
1a. Seatech Marine Products, Inc. is located in San Diego, California. We ship many of our items from our location in San Diego but occasionally we will drop ship from a different state. Our primary carrier is FedEx but we also work with UPS and USPS. UPS and FedEx are unable to deliver to a Post Office Box. Most orders received before 12:00PM (PST), Monday - Friday will be shipped out the same day.
1b. Shipping to U.S. military bases can be placed by e-mail to email@example.com. These orders may require special shipping requirements.
1c. International Customers: Shipping to International locations may require an additional 4-10 business days for transit time. Please contact us for expedited shipping arrangements and alternative options.
1d. Alaskan & Hawaiian Customers: Shipping to these states may require an additional 4-10 business days for transit time. Please contact us for a quote as our site may quote too high.
1e. P.O. Box & USPS Customers: Shipping to a P.O. Box may require an additional 4 -10 business days for transit time. If you would like for us to ship to a P.O. box or via USPS you can contact us for a quote.
1f. For orders with large quantities, please contact us for a shipping quote, shipping usually quotes too high for large quantity orders (3+ parts).
2. Where can I find my tracking number?
2a. Tracking numbers will be sent by e-mail once the order is shipped. Tracking information is sent via auto email to the address provided at checkout. You should expect the tracking email no earlier than 24 business hours after you receive your paid invoice. Once you have your tracking number, proceed to the appropriate carrier's website to locate your item, or if you placed the order online, a link to that tracking # will be provided in your account.
2b. If there is an issue with the tracking number we have sent you, please contact us immediately by email at firstname.lastname@example.org
3. I have not received a tracking number, is my order placed?
3a. If you do not receive a tracking number within two business days, feel free to email us, do not call. We do our best to contact our customers by e-mail and phone in the event that an item may be on back order or if there is an issue with the information that was given. If you have not received a tracking number; it does not mean your order has not shipped.
4. What is your return policy?
4a. Items can be returned within 30 days of receipt of delivery. You MUST have a return authorization to return an order, if your order is returned to us without a return authorization, you will automatically be charged the full 30% restocking fee.
- If you ordered online: go to your account page and click on "Return Items" next to the product.
- If you ordered over the phone or by email: please email us at email@example.com
4b. A 20-25% restocking fee + 5% if the distributor charges a 25% restocking fee is applied to all approved returns. Paid shipping and handling is not refundable.
4c. Items must be returned in new/unused condition.
4d. Special Order Parts, ZipWake Kits, Side-Power Thrusters, Generators, Watermakers, MEGA Jackplates, custom hose and large quantity orders (Orders of 5+ items) are non-refundable due to the nature of the items.
4e. Under most circumstances (excluding issues because of us) the customer is responsible for return shipping.
5. How does ordering work?
5a. An order # acknowledges that we have received the order you placed. It does not acknowledge that you have purchased the item. Once you have receive an e-mail with an attached paid invoice, your account has been charged and a tracking number will be provided once your order has shipped. We do not charge customers until stock and other factors are verified; you may see a "charge" on your card before you see your emailed invoice, but this is only an authorization.
6. Can you provide me a freight quote for this large item?
6a. We understand that some items are more cost efficient to ship by freight/LTL. Please contact us for more information and a quote for your desired product.
7. Do you have a store that I can visit, and do you offer service calls in San Diego?
7a. We have one location in San Diego, California that also specializes in boat repairs and installation. We are able to ship to our location for pickup. We offer local repairs by a marine tech on almost every we sell on our website, visit our Contact Page to find our phone number and email.
8. Is it possible to cancel my order?
8a. You can cancel your order if your item has not shipped yet. We typically ship items Monday - Friday 8 am to 4 pm PST. If you have to cancel your order, please e-mail (firstname.lastname@example.org) us as soon as possible!
8b. If you want to cancel your item by e-mail please indicate the order number and your full name. You may also reply to the order confirmation email you received when you placed your order.
8c. Your order is not cancelled until you receive a confirmation email. In some cases, our distributors cannot cancel an order once it has been processed by them. If an order cannot be cancelled, then you are responsible for returning the part if you no longer wish to keep it.
8d. If you pay with PayPal and cancel an order or back-order, you will be refunded minus the service fee that PayPal does not refund to us (3.5% + $0.50).
8e. If you pay with an international credit card and cancel an order or back-order, you will be refunded minus the service fee that the credit card companies do not refund us (6% total).
8f. If your order is successfully cancelled before shipping, your part(s) and shipping will be refunded, handling will not ($5).
9. What is "Free Shipping" & What do product availabilities mean?
9a. Free Shipping is either UPS Ground or USPS Standard, only to the lower 48 states. There is no expectation of ship date or delivery date, although we do try our best to get orders out at the same speed as paid shipping. If your order is delayed, we will contact you and inform you of the delay. If you would like to know stock or availability of a part you can contact us. If you need a part by a specific date, DO NOT choose free shipping. "Same Day Shipping & Shipping availabilities" ONLY apply to paid shipping options.
9b. Product availabilities are listed on product pages under the cost of a part and above the "Add to Cart" button. Product availabilities list the time in which we are able to process an order. Product availabilities reflect when that part will ship; if you order a part for example "Next Day Air", the part will still ship according to the product availability; these included; but not limited to:
- Typically ships in 1-2 business days: Parts that we or a distributor usually carry but don't keep updated inventory on, you'll want to use our Stock Inquiry page to inquire about current stock levels.
- Usually In Stock: Same thing.
- In Stock - Ships within 24hrs: We have these parts in stock, and the parts will ship within 24hrs.
- In Stock - Ships same day: These parts are in stock, and we can ship same day before the time stated.
- Blank Availability: Stock is unknown, we suggest you use our Stock Inquiry page to inquire about current stock.
10. What if I have a re-sell certificate / want to ship on my own account?
10a. You can purchase what you need on our site, in the "Order Comments" let us know you have a re-sell certificate. Reply to the confirmation email of your order with a copy of your certificate and we well take the tax off your order and set up a re-sell account for you on our site.
10b. In most cases we can ship on your own UPS or FedEx account. We do not ship on any other customer accounts. Please use our contact form which you can find on our contact page to request shipping on your own account. You, the customer, are responsible for shipment on your own account including, but not limited to: tracking & lost/stolen packages. We do not handle shipments on customer accounts after they've left our warehouse.
11. Do you offer Coupon Codes?
11a. Yes! You can find our Coupon Codes here: Seatech Marine Products Coupon and Promo Codes
12. Other Terms
12a. We have the right to refuse service to anyone at anytime for any reason.
12b. We have the right to change the price of a product at anytime for any reason.
12d. Availabilities on product pages may change at any time, for any reason, and do not guarantee your order will ship within the specified time frame.
12e. Because we do not control our distributors operations, all lead times provided are ONLY estimates. We do not guarantee any, at all, lead times.
12f. If a customer enters the wrong ship to address when checking out, they are 100% responsible for any re-shipment costs.
12g. We are a small 100% US based business and try to keep product pages updated and free of typos, but, typos on product pages will NOT be honored.
12h. Any Customer Service provided codes are to be used as directed ONLY. Any use outside the specified terms will result in a void of the order.