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Frequently Asked Questions

 

 

 

I want to know about the status of an order I have placed

 


Status Updates

 

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: 9am - 6pm EST
Tuesday 9am - 6pm EST
Wednesday: 9am - 6pm EST
Thursday: 9am - 6pm EST
Friday: 9am - 6pm EST
Saturday: 11am - 5pm EST
Sunday: Noon - 5pm EST

 


Shipping Confirmation

 

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!

 

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I want to place an order

 

 

Finding Products

 

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 -

 

 

Click the "Remove" link or change the quantity to zero and click the "Update Quantity" link.

 

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.

 

  1. 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.
  2. 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.
  3. 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.
  4. 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.

 

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I have a question about an order I have received

 

 

Returns, Exchanges and Warranty Information

Return Policy

Days Since Delivery Condition Policy
0 - 45 Days New/Unused Full Refund for Original Purchase Amount (Less Shipping Costs)*
45 - 90 Days New/Unused Store Credit for Original Purchase Amount (Less Shipping Costs)
>90 Days New/Unused No Refunds Allowed
0 - 90 Days Used** No Refunds Allow

*Special Order merchandise shipping directly from the manufacturer is subject to a restocking fee up to 25% for returns and exchanges. Please contact customer service for details at 1-888-271-7500

How to Initiate a Return

  1. 1
    Complete the Returns Form Included In Your Original Shipment. If you've misplaced your form it can be found HERE.
  2. 3
    Contact Us for your discounted return label, the cost of which will be automatically deducted from your return.
    Click HERE to start a Chat Email Us at: ReturnLabel@wateroutfitters.com Call Us at: 888-271-7500
  3. 4
    Drop Off your item(s) at Any UPS Location or UPS Box.

The processing time for a return is 3-5 business days (Monday-Friday, excluding holidays) upon receiving your item(s).

*For oversized or freight items (i.e. kayaks, stand up paddleboards, etc.) please contact our customer service department for a return quote

Prefer to ship it yourself? Use the address below, and drop your return off at your preferred shipping carrier. Just remember to contact us with your tracking information so we can keep you up-to-date on your return status.

Wateroutfitters.com Returns Department

2240 Greer Boulevard

Sylvan Lake, MI 48320

Packaging your Return

To ensure a speedy refund, follow these guidelines when packaging your return item(s):

  • - All items must be returned in their original condition - This means that items should be unworn, unwashed, free of any stains, tears, scuffs or smells (i.e. smoke or pet hair)
  • - Items must be returned in the original packaging with any/all manufacturer tags and accessories
  • -
    If you are returning wakeboard boots, footwear or similar items, please do not use the original box as the shipping box.
    Simply re-package the way they were sent to you in the original Wateroutfitters.com shipping box or similar.

Exchanges

To exchange your new & unused item(s), place a new order and then initiate a return of your original purchase within 45 days.

This will ensure you receive your new item quickly and reduce the risk of it selling out. You will receive a full refund for items returned in New/Unused condition (minus any shipping costs) once they are received at our warehouse.

Warranty Information

Should your item have a defect, Our Customer Service Team would be happy to help you facilitate a warranty claim with the manufacturer. Wateroutfitters.com does not pay for return shipping for warrantied items, the customer is responsible for the cost to ship the defective items back to Wateroutfitters.com or the manufacturer. For full information, and to start your warranty process, call us at 888-271-7500

More Questions?

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