|
 | Frequently Asked Questions |
 |
|
 | Q. How do I make a return?
A. Satisfaction guaranteed! If you are not completely satisfied you may make a return for a full refund or replacement within 10 days, excluding any discount and handling charges. After 30 days all manufacturers' warranties apply. To return any merchandise, place it in its original carton and in original (new) condition. Send to: PelicanShopsOnline, 3555 Route 22 Whitehouse NJ 08888 Attn: INTERNET. Fill out the back of the packing slip and include with return shipment. All returns must be pre-paid and insured. If you have any questions, please contact our Customer Service Team at: CustomerService@pelicanshopsonline.com.
Refusing delivery on any shipment that is not damaged will result in shipping and restocking fees. These will be deducted from the refund amount. Custom items are made to your specifications and therefore cannot be returned unless there is damage or a defect, in which case we will provide a replacement of the item ordered. Note: Excluded items are opened paint or chemicals, dive boards, drilled reel systems and ALL custom orders.
Pelican will issue a refund on new, unused merchandise returned within 10 days of the receipt of product. We honor returns for credit via the original method of payment. You will be notified via email of the credit. Credits are for the original purchase price less shipping charges. In all cases it is assumed that items presented for return will be in new condition and suitable for resale. To qualify for a full refund, ALL items must be returned in their original condition, including the original packaging, manufacturer's containers, documentation, warranty cards, manuals and all accessories. Do not mark or deface the original manufacturer containers in any manner. Packages must be returned prepaid.
The condition of all returns is subject to the determination of Pelican management.
All items returned without original packaging and manufacturer's tags will be refused.
Customers are responsible for the shipping charges back to Pelican Swim & Ski, including any items that may have qualified for "free shipping." Any package that was refused at the time of delivery will be charged shipping from and back to Pelican Swim & Ski. Pelican recommends shipping insurance on all items being returned as all damages or loss of items during shipping is the responsibility of the customer.
Returns must be pre-authorized by emailing customerservice@pelicanshopsonline.com for a return authorization (RA) number.
Unsolicited returns are strongly discouraged. Merchandise received with no RA will be subject to restocking fee no less than 20% of the purchase price of the merchandise returned.
| | | Q. How do I know my personal information is safe?
A. PelicanShopsOnline understands your concerns. Our website is certified Hacker Safe and is tested daily. In addition, your personal information is transmitted to our website using SSL (Secured Socket Layer) provided by Verisign, a leader in internet security. When your browser is in secure mode, you will notice an unbroken key or lock at the bottom left corner of the page. Your personal information is encrypted and can only be read by our order entry department. Orders taken by phone have stringent safeguards to protect your privacy as well.
| | | Q. Is there a restocking fee?
A. There are absolutely no restocking fees on new items returned during the first ten (10) days of purchase. Note: Opened paint and chemicals, dive boards, drilled solar reel systems, and ALL custom orders are not returnable, thus are excluded from this offer.
| | | Q. When will my order ship?
A. Your order will ship within 2 days on items that are in stock. PelicanShopsOnline ships all orders from Monday to Friday from 8am to 4pm EST.
Please note, there are some UPS and USPS black out dates when there is no pick-up or delivery service (examples: Thanksgiving weekend Thursday-Sunday / Christmas and other Special Holidays). Orders placed during these times usually ship on the next business day after the holiday period is over.
PelicanShopsOnline will notify you by email on any items that are not in-stock and an estimated delivery date. You are then given the option of keeping the order or canceling. Your order will not be processed until email verification is received on how to proceed with the the order.
| | | Q. I am being charged a Handling Fee, I thought shipping was free?
A. At PelicanShopsOnline, shipping is always free. We do charge a handling fee of only $9.99 for orders under $35.00, $13.99 for orders $35.01 and up.
| | | Q. Do you ship outside the contiguous United States and Canada?
A. PelicanShopsOnline only ships orders within the contiguous United States and Canada for the published shipping charges. We will ship internationally, however additional charges will apply. Please email customerservice@pelicanshopsonline.com for specific shipping costs to your country.
| | | Q. I received the wrong item or it was damaged in transit, what do I do now?
A. Contact Customer Service for assistance in replacing the damaged or incorrect item at CustomerService@pelicanshopsonline.com.
| | | Q. What forms of payment do you take?
A. Mail in orders may be paid with credit/debit card, check or money order. Orders placed by phone or internet may be paid with credit/debit card. PelicanShopsOnline accepts Visa, Master Card and Discover Card.
| | | Q. The item I am ordering states that it ships via freight truck. What does that mean to me as far as the delivery of my order?
- Shipments requiring truck deliveries are due to the overall size or weight of the item. They are normally delivered on an 40 foot truck.
- The carrier will notify you of delivery 1-2 days prior to delivery. You, or someone you appoint, must be in attendance at the delivery. NOTE: Person signing for item must be over the age of 18.
- Lift gate service is available for an additional charge of $29.99 and must be requested at the time of order. A lift gate truck has a hydraulic lift to set your order at the curb.
- If a lift gate is not used, you may need additional help to unload your order.
- If there is more than one box, the shipment will be put on a pallet and wrapped in clear plastic shrink wrap. You may need to break down pallet orders and unload the individual boxes or items. No single item should weigh more than 80lbs.
- Actual delivery dates cannot be determined at the time of order. Delivery may take up to 2 weeks depending on the delivery location and proximity to the warehouse.
- Please count of the number of boxes/items that were delivered and compare that with the delivery bill. Note any differences in quantities on the delivery bill BEFORE you sign. This will be helpful in filing a claim with the trucking company.
Make a note of any damages on the delivery bill BEFORE you sign. The trucking company requires this in order to pay for damages that may occur during shipping.
If there is a large amount of damage (large holes in the boxes, contents spilling out, missing more than 10% of the boxes, etc.) please refuse delivery and contact Customer Service at CustomerService@PelicanShopsOnline.com
NOTE: If you sign the delivery statement without noting all damaged and/or missing items, neither Water Warehouse nor the shipping company can be held responsible for any lost or damaged items.
| | | How do I submit a Warranty Claim?
Please follow the following guide-lines when submitting a Warranty Claim.
Please note that all warranties are serviced through the manufacturer. PelicanShopsOnline can assist in obtaining warranty coverage simpler in almost all circumstances.
Although weather related damage is not a warranty issue, PelicanShopsOnline is willing to review your situation on behalf of the manufacturer.
Before submitting the following information to PelicanShopsOnline, it is recommended that you consult with your homeowner's insurance carrier to determine whether or not the damage your product has sustained is covered under your particular insurance policy's guidelines.
PelicanShopsOnline obligated to produce proof of purchase and proof of a defect in the product as a pre-requisite to offering remedies as provided for in the warranty. To obtain PelicanShopsOnline assistance with your concern, please forward the following.
The following information must be included:
A. Customer name and home address.
B. Home phone number plus an alternate number.
C. Copy of original receipt.
D. 2 close-up photos of affected area and 1 showing full view (LIMIT TO 3 PHOTOS PLEASE).
Please put name and address on reverse of all photos.
E. Written description of damage.
F. Name, address and phone number of independent installation contractor, if applicable
- EMAIL: customerservice@pelicanshopsonline.com
- PelicanShopsOnline
PO Box 36, Whitehouse, NJ 08888
Obtaining PelicanShopsOnline assistance does not preclude you from seeking help directly from the manufacturer. Our assistance is provided to expedite the process. In many cases, our assistance limits the additional costs normally associated with receiving replacement components, such as shipping and labor. Any assistance in receiving replacement components is on a pro-rated basis, based on the year of purchase.
DO NOT bring any of the above information to your local store. Please allow approximately 2 weeks to review your inquiry and to receive a written response.
Thank you.
Customer Service Manager
| | | Do you Ship Internationally?
Yes, we will ship Internationally. However, there will be additional cost to ship product outside the United States. Please email for additional information to customerservice@pelicanshopsonline.com
Pelican will contact you with the additional costs to ship outside the U.S. Your order will not be processed & your card will not be charged until confirmation of additional charges is approved via email.
| | | Can online purchases be returned to the retail stores?
Online purchases CAN NOT be returned to one of our Retail locations. Pelican retail locations DO NOT have access to your billing or payment information.
Please follow above guidelines for returns of merchandise purchased online. Any merchandise that is returned to a Retail store that was purchased online is subject to a 20% handling fee.
Similarly, merchandise purchased in one of our Retail locations can not be returned to our Online Store.
Please email us if you have any questions regarding returns.
customerservice@pelicanshopsonline.com
|
 |
|
