Frequently Asked Questions
Q. Website Accuracy and Pricing Policy
A. We strive to ensure that the contents of our website are as accurate as possible. Unfortunately, we are only human (robots haven't taken over the world yet), and as such mistakes do happen. We strive to provide accurate technical information and representative photos on our site at all times, however, this site is intended to be a guide only. Some items illustrated are for display purposes only, may not be exact. Not all depicted items are necessarily included in the purchase price. Technical specifications may change without notice. We are not responsible for typographical or pictorial errors. In the event there is a pricing misprint, we reserve the right to correct or change pricing to reflect current status. If you notice any errors or omissions on our site, please contact us.
Q. How do I add, modify, or cancel my order?
A. Orders can be modified, added to, and/or cancelled at any time prior to shipping (excluding special order items). Should you wish to cancel an item or order which has not been shipped please contact the customer service department at email@example.com with your order number. You will be advised if your merchandise has already been shipped or if cancellation is allowed. You may be responsible for shipping and restocking charges that have already been incurred. Ordering a special order item sets off a chain of events and as such cannot be cancelled.
Q. What happens of an item I ordered is no longer available and/or pricing has changed?
A. If an item is no longer available, pricing and/or shipping costs have changed, we will contact you with the information neeeded for you to make an informed decision as to how you would like to handle the issue. Product availability and pricing may change without notice.
Q. What payment methods do you accept?
A. We accept Visa, MasterCard, American Express, Discover, and Paypal.
We do not accept any COD orders, all payments must be made in advance.
Payments by check may be accepted in special circumstances. There is a $35 service charge on all returned checks.
Q. Do you charge sales tax?
A. All orders shipped to an address within Texas are subject to sales tax. We do not charge sales tax on orders shipped outside of Texas. All duties for international shipments are the responsibility of the receiver.
Q. How long will it take for my order to arrive?
A. Our office ships orders around the world daily Monday through Friday excluding certain holidays. In-stock products typically ship within 24 hours (depending on the items ordered). Most items take 3-5 days for standard shipping after the order is processed. We will contact you if there is an issue with your order or a delay in shipping.
Q. What is your return policy?
A. We understand that things happen and you might need to return or exchange the items you just ordered. All items (except custom and/or special order items) may be returned and/or exchanged within 30 days of receipt. Returned items must be received within 30 days in new, unused and resalable condition. Item must be in the original packaging with tags still attached. All returned items are subject to a close inspection prior to acceptance. Refunds are contingent upon the item meeting the requirements for acceptance. Shipping charges are non-refundable. Return shipping costs will be at the customer's expense. Clearance, Special Order and Custom items are non-returnable. To process any return please contact us for a return authorization.
Q. What is your shipping policy?
A. While we are human, we like to use the robots as much as possible. Shipping is automatically calculated for most items. There is a shipping calculator available during the checkout process.
The following are average shipping rates within the US (exact shipping cost will display when checking out):
1. Small items (e.g. Harken blocks, Sailing Gloves, Shackles, Halyards): Ground $8
2. Mid Size items (e.g. Harken Winches, Foul Weather Gear, up to 15 lbs.): Ground $15 to $20
3. Over Size items (e.g. Forespar Whisker Poles, Spinnaker Poles, over size tracks): Freight $90 to $120
Oversize and Overweight items may have a additional packaging and handling fees assessed in addition to the calculated shipping. These charges will appear below the item they apply to in your shopping basket. Certain items are too large to be handled by small package carriers (UPS, USPS, FedEx) and must be delivered by a freight company.
There are some times that our shipping system will not be able to calculate a shipping charge. At that time, you will see an "Estimated Shipping" charge during checkout. Continue with your order, and we will contact you withing 24 to 48 business hours to finalize the shipping charge.
Q. Did we leave anything out?
A. We strive to think of all the questions that you might ask, however, I'm sure we have missed something. If you have any questions not covered by this FAQ, please let us know.