Frequently Asked Questions
- I want to know about the status of an order I have placed.
- I want to place an order.
- I have a question about an order I have received
- I want to change my order.
I want to know about the status of an order I have placed
- How do I know the status of my order?
- How do I know when my order has shipped?
- How Do I track the location of my order?
- Why hasn't my package arrived yet?
You will receive a purchase confirmation e-mail from us within 24 hours of your order. Items that are in stock will usually leave our warehouse in 1-2 business days. If, for any reason, your order is delayed, you will receive periodic updates from us via e-mail. If you have any questions or concerns about your order, feel free to shoot us an e-mail at cs@WaterOutfitters.com or by calling 888-271-7500.
Hours of Operation
|Hours Of Operation|
|Monday:||8am - 6pm||EST|
|Tuesday||8am - 6pm||EST|
|Wednesday:||8am - 6pm||EST|
|Thursday:||8am - 6pm||EST|
|Friday:||8am - 6pm||EST|
|Saturday:||10am - 5pm||EST|
|Sunday:||Noon - 5pm||EST|
After your order has shipped, we will send you an e-mail confirmation. The confirmation e-mail will contain: tracking number (if available), items that have shipped, back-ordered items, and the total amount charged to your account. You will only be charged for items that have been shipped.
Tracking your order
Shipments destined for a military addresses are not traceable while in transit. Some carrier services will only provide proof of delivery once the package has arrived to its destination. Packages may take up to 48 hours to be checked into the carrier's tracking system. During this process, your package cannot be traced.
Delivery of Your Items
Delivery of your item(s) may take anywhere from 3-8 business days depending on your shipping method and location.
Items will only ship during regular business days (Monday-Friday, excluding federal holidays). You may receive an e-mail notifying you that your items have shipped during a weekend or federal holiday, but they not actually ship until the following business day.
Items shipped via a freight trucking company will arrive within 7-14 business days after leaving our warehouse due to their size and weight. For more information about the delivery process of an oversized item, please contact our customer service department.
Note the Availability of your items:
AVAILABILITY: Items that are in stock leave our warehouse within 1-2 business days.
This information is to let you know when we expect to ship your item from our warehouse. Once your item(s) has left our warehouse, the arrival time of your order will be dependent upon the shipping method that you selected at checkout. For an example, if your item takes 1-2 days to leave our warehouse and you select "Overnight" shipping, it may actually take 2-3 days for your order to arrive.
We place the utmost value on customer security and privacy. We take great precautions when verifying the security and privacy of orders. For this reason, most orders take a minimum of 24-48 hours to leave our warehouse to enter the shipping process.
***Note: If your billing info does not match the info that your credit card company has on file, your order may be delayed until we contact you. We do this to protect you from identity thieves!
I want to place an order
- How do I find a product that I am looking for?
- Where can I find more information about a product?
- How do I add items to my shopping cart?
- How can I make changes to my shopping cart?
- How do I checkout?
There are two different ways to find the products that you are looking for on WaterOutfitters.com. You can use the search function by entering a keyword(s) or by browsing the links from the home page. Various sets of sort functions will help you filter the products you are looking for no matter which method you use.
Learning More about Products
If you would like more information on a certain product that you see on WaterOutfitters.com, just simply click on the item. This will direct you to the product's page which provides a complete description, any available images, and all available sizes and color ways of the product. This page will also allow you to view any product videos, buying guides, or reviews that are available.
Adding Items to Your Shopping Cart
To add items to your Shopping Cart, follow these simple steps:
- First, you need to choose a size/color of the item that you want to add to your cart from the options that are next to the product image
- Next, after choosing your size/color, you will need to select the desired quantity of the item that you want from the options next to the product picture
- Finally, once you have completed these options, click on the "Add To Cart" button on the right side of the screen. The item will now be in your cart and you may edit it at any time
Sizes and Colors noted as out-of-stock cannot be added to your cart. If an availability date is not listed, please contact us for further assistance. We also offer items that are available for pre-orders. Pre-order items will be noted as such and will provide and estimated ship date. Pre-order items may be added to your cart and purchased, but will not ship until the product is available.
Calculating Delivery Time
Delivery Time = Warehouse Processing Time + Shipping Time
When viewing an item, either on the product details page or your cart, note its availability.
Availability:Items that are in stock will leave our warehouse within 1-2 business days.
This information is to inform you about when we expect to ship your item from our warehouse. Once your item has left our warehouse, the shipping method that you selected at checkout will determine when your package will arrive.
For example, if your item takes 1-2 days to leave our warehouse and you select "Overnight" shipping, it may actually take 2-3 days for your order to arrive.
Making Changes to Your Shopping Cart
The following changes can be made to your shopping cart:
Update the quantity -
Simply type in the quantity you wish to purchase and click the "Update Quantity" link.
To remove an item from your cart -
Editing the size/color of an item in your cart
Click on the item picture of the item in your cart. This will bring you back to the listing page. From there, you may select the new size and color.
Return to shopping
If you wish to continue shopping, your cart can be used to store multiple items. Simply click on the "Continue Shopping" button that is located near the bottom of the page and continue shopping for more products. At any time during your shopping experience, you can return to your shopping cart by clicking "My Cart" located in the top right corner of the site.
Proceeding Through Checkout
During checkout, please note that:
- For security purposes, the billing address that you enter must match that of the one on the credit card that you used for payment
- When selecting a shipping method, keep in mind that it may take 1-2 business days for your order to be processed before being shipped
- If the billing address entered does not match that of the credit card's linked address, your order(s) may be delayed. We take this measure to better protect you from identity thieves!
- Please review your order carefully. After your order has been submitted, you cannot change your information unless you contact us directly.
Once you fill your cart with the products that you wish to purchase, you can start the checkout process by clicking on the "Proceed to Checkout" button that is located on the right side of your cart. If you are a returning customer, you can log-in to your account before you proceed to checkout. Otherwise, you will be prompted to log-in during the checkout process.
- Reviewing your order To start, you will be able to review your order and the item(s) in your cart that you have selected. You will also be able to enter any coupon codes or gift certificates and must calculate and choose your shipping options. To choose your shipping options you will be prompted to enter your zip code which will allow the shipping costs (including any free shipping options) to be displayed. Once you have reviewed your order and have chosen your shipping method you will need to click "Proceed to Checkout." Here you will log-in or create an account.
- Logging-in and creating an account You will be asked to enter your e-mail address to check if an account already exists.
- If you already have an account you will be prompted for your password and be redirected to the billing and shipping information page. On this page you will be able to edit your existing billing and shipping addresses.
- If you do not have an account you will be taken to the billing and shipping information page. On this page you will be able to enter your billing and shipping addresses and enter in your new password for the account that will be created.
- Billing and Shipping information Now, you can either enter your billing and shipping information or edit your existing address information. If your billing and shipping address is identical, you only need to enter your billing address and leave the shipping address fields blank. Your billing address must match that of the credit card in use. If the addresses do not match, your order will either be delayed or immediately cancelled. Next, you will choose a payment option, either credit card or PayPal account. Once this information has been entered, you can then review all of your information and the total of your order. If all of the information is correct, you are ready to submit your order. Once you submit your order by clicking the "Submit Order Now" button you will be taken conformation page.
- Confirmation PageYou will now be able to view your order confirmation page. This page will display your order and all information that you entered. Your order number will be visible on this page. You may want to print this page for your records, but you will also be e-mailed this information within 24 hours.
I have a question about an order I have received
- What is your return policy?
- How should I exchange/return an item?
- What is your return address?
- What should I do if I received the wrong item, color or size?
We want you to be 100% happy with your purchase, but we understand that things happen. If for any reason you aren't happy, please feel free to contact us and let us know why. We will gladly accept returns of unwashed, unworn, unused or defective merchandise. We will send you another color, a new size, or an entirely different style. If you'd rather have a refund, we'll take care of that too.
If for any reason you are not satisfied with your purchase, return it regardless of when you bought it, you can return it and exchange it– Hassle Free. Because even we know that sometimes you just are not satisfied; we don’t want you to settle with something you don’t love. The bottom line is we sell fun and fun doesn’t come with an expiration date or re-stocking fee. All returns are credited via the original method of payment. All credits will be processed within 2-3 business days (Mon-Fri excluding holidays) upon receipt of your product(s). Credits are the original purchase price less original shipping. Customers are responsible for all return shipping charges. In the event of an error on our behalf, we will provide a pre-paid return label via-email for return shipment.
Exchanges and Returns
It's extremely important to us that you to love the item(s) you ordered. Therefore if something isn't right, let us know. We gladly accept returns and exchanges. We'll send you another color, a new size or even an entirely different style. If it's simply a refund you're after, no problem, we'll take care of that, too.
Exchanges and Returns
Return for Refund -
Mail your product(s) using the address labels from the bottom of your invoice and we will issue a credit right away.
Return for Exchange -
Simply place a new order online for the new product(s) and mail the original product(s) back to us and we will credit your card once we receive the original product(s).
We highly recommend that you place a new order if you wish to exchange a product in order to guarantee the item you really want is in stock, but if that's not your style, you can give us a call and we will set up an exchange for you.
If you wish to return an item, ship the package to the following address:
2240 Greer Blvd.
Sylvan Lake, Mi 48320
Please note that WaterOutfitters.com is not responsible for shipping, handling, or any other additional charges for returned items.
Wrong Item, Color or Size
If you receive the wrong item, or if an item you receive is different from what you originally ordered, please contact our customer service department immediately. It is important that you contact us prior to returning your order. This way, we can assist you with return shipping fees. If you do not contact us, you are responsible for all return shipping and a possible restocking fee. Before you call, please have your invoice ready that was either sent with the package or e-mailed to you. This will aid the customer service representative in assisting you. In addition, please be prepared with a detailed description of the difference between the item(s) you ordered and the item that you received before contacting us.
I want to change or cancel my order
After you have placed your order, your order will be entered into our system to be processed. If for any reason you need to change or cancel your order, please contact us immediately. We will work diligently to assist you in changing or canceling your order. We fill orders and send them on their way to you as quickly as possible. So once your order has been shipped, it cannot be changed or cancelled. So if the order has already shipped, please follow our return instructions.