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FAQ's

FAQ's

RETURNS POLICY
You may return non-personalized items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). In all other instances, return shipping will be the responsibility of the customer and initial shipping costs will not be refunded.

 

If the mistake is on our end or the merchandise you received is defective, we will replace or refund the item if we are notified within 30 days of delivery. After this time, we are unable to accommodate any returns or exchanges so please check your items as soon as you receive them.

 

We are not, for obvious reasons, able to accept returns on personalized items. This includes ball caps, t-shirts, golf shirts, sweatshirts, jackets, vests, mugs, cribbage boards and items with customized text above and below the dolphins on the front. If you are not sure whether you will be satisfied with the size or embroidery of an item, please do NOT personalize it! Stock designs and boat name & hull number items are returnable per the policy above.


All items must be returned before we will issue a refund. You should expect to receive your refund within three weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (1 to 2 business days), and the time it takes your bank to process our refund request (5 to 10 business days).


SHIPPING
We ship all orders via the United States Postal Service. We make every effort to ship orders within 2-3 business days. It is, therefore, imperative that you check the invoice emailed to you and to notify us ASAP of any corrections. In the event that your order has already left our building, we will be unable to make any changes to your order and you will have to return or exchange the item per the return policy above.

 

BACKORDERS

Occasionally, we do run out of an item and have to place it on backorder. In the event that one of your items is backordered, we will ship the remaining items immediately and notify you of the backorder on the packing slip included with the shipment. Most backordered items are sent the same day we receive them in, which varies from 3 days to 3 weeks. If you require your items by a specific date, please let us know when you place the order so that we can let you know if we will not be able to get it to you in time (you will then have the freedom to cancel the order).

 

WHY CAN’T I SEE MY ORDER ONLINE?

The only way for you to see your order online and check the status is if you create an account BEFORE you place the order. If you create an account after you order, previous orders are not linked to the account and you will not be able to check the status or even see that it was placed. If you receive an emailed invoice, then your order DID go through and, most likely, we are already working on your order.

 

HAS MY CREDIT CARD BEEN CHARGED?

If you choose to pay by credit card, a hold is placed for the amount of your order at the time you place it. This ensures that the money is available and allows us to start processing your order. For most orders, we do not actually capture the money until your order is ready to ship. The exceptions to this are certain items that we have to special order for you. This includes jewelry, cribbage boards, hand-carved plaques and belt buckles. For these items, your credit card is charged when we place the order for the item. Once we have ordered your customized or special order items, they are not refundable or returnable. 

 

EMBROIDERED/CUSTOMIZED ITEMS

Custom embroidered items typically ship within in 1-2 weeks.

 

VESTS

Due to the considerable time and cost involved in making USSVI vests, they are not returnable. If you are not sure about the size or style, please order a blank vest which you can then return for embroidery per the above policy once you are satisfied you will be happy with the size and style.

 

If you find we have made an error on your vest and that it differs from the options you selected on your invoice, please send it back and we will send a replacement vest. Replacement vests will not be sent until we receive the incorrect one back.

 

CRIBBAGE BOARDS

Cribbage boards take 5-6 weeks so please order them early if they are a gift. Once we receive your order, we forward the design and personalization info on to the manufacturer, who will then make up the artwork. Once we receive the proposed artwork, we will email it to you for approval (usually 1-3 business days). You will then be able to look it over and either make changes/corrections or approve for production. Once the artwork is approved, your board will go into the production line and will be processed in the order it was received by the engraver. There are no rush orders on cribbage boards.

 

HAND-CARVED PLAQUES

Due to the considerable increase in the costs of these plaques, we no longer carry them in stock. We order plaques within a day of receiving your order but they then take up to four months before we receive them. Please keep in mind that these are hand-carved in the Philippines and then shipped by boat to us so we are not able to guarantee any delivery times for these items.

 

JEWELRY

Due to the fluctuations in gold prices, you will need to call or email us with the item and options you are interested in so that we can contact the jeweler for an up-to-date quote. Please note that since this requires information from our jewelers, it can take 24-48 hours before we have the information to get back to you.

 

Jewelry ships direct from our jewelers and the high-end items are generally not made until you order. We, therefore, suggest you order 4-6 weeks in advance if the items are a gift. If you need a jewelry item by a specific date, please let us know when you place the order so we can notify you if it will not be completed in time, in which case you will have the freedom to cancel the order. Once your item goes into production, it is non-refundable and pre-payment is required.

 

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