QUESTIONS	ANSWERS
Placing an Order, Order Questions
How do I place an order online?	When viewing an item you would like to purchase, you will have the option to BUY. Click this button to add the item to your virtual shopping cart. You can then adjust quantities, remove items, keep shopping, or continue to check out.
I would prefer not to order online. What are my options?	In addition to online shopping, we are a full service call center. Orders can be accepted by phone Monday through Saturday (Please check our “directions” link for current operating hours), by fax at 800-654-1616 or by mail.
I need to use a shipping address that differs from my billing address, but every time I change one the other changes with it.	Your default shipping address must always be the same as your billing address. This does not mean you are limited to one location to ship, though! If you select to add a shipping address, you may add another location for your shipment to go. You can have as many or few shipping addresses as desired. Our system will store each address used so that you don't have to re-type it in the future.
What do you mean by commercial or residential address?	A commercial address is classified as a business address that is easily accessible by a carrier vehicle. Home businesses are not considered commercial. Any time an address is marked commercial, it does need to include the business name as well as the address itself. Any address not meeting these qualifications will be considered a residential address.
I need an item that is marked ORMD or Hazmat. How will you ship this?	ORMD and Hazmat items can only ship standard ground service. This does not include 1 day, 2 day, 3 day or USPS mail. A $20 per box fee will be added for anything marked Hazmat. If you have some items on your order that are not hazardous and you need them quickly, we recommend placing them on another order away from the hazardous items. This will prevent delays in processing.
One or more of the addresses I am using is not within the 50 states. What should I do?	Please follow the FAQ on how to place an online order. At check out, you will be selecting the international check out option. Even if you are billing out of the country but shipping within the US (or the other way around), you must still select this check out method.
How do I know you received my order?	If you have provided an email address, we will be sending a confirmation with your order number and detailed breakdown of items selected. If your email service utilizes a junk mail filter, you may need to add us to your address book to receive messages. Please remember that Defender does not participate in the sale or trade of your information, including email addresses.
I need to change something on my order.	Orders for in stock items do process very quickly, often the same day ordered. We will make every effort to assist, but if your order has been released to the shipping floor we may not be able to stop it. Please have your order number ready and call us at 800-628-8225.
How will you ship my back order?	We ship back orders via the same method originally requested for the rest of your order. With few exceptions, no additional freight will be billed for the additional shipment.
Why did my order get split apart?	Certain items, such as boats and motors, splicing and rigging, need to go on their own order form. The reason for boats and motors is that your invoice needs to be clean and specific for the Department of Motor Vehicles to register your tender. They have asked we not include any extras, even if they are for use with your boat and/or motor. Splicing and rigging go on their own order, as these services are not done in house. Your invoice is sent to an outside specialist who does this work for you (please note they only get to know what services are being done, they are not transferred your payment information).
I need to check the status of my order.	In stock items usually ship within 1-2 business days from when your order is placed. If a valid email has been provided, we will send a confirmation of shipment with tracking on the evening your merchandise leaves our warehouse. If you need additional information on your order, you can click the "check orders" link on your web account or have your order number handy and email us at orders@defender.com .
I don't want to pay extra shipping for an order that is not all in stock.	You won't! Defender actually charges all shipping up front as though all items were shipping at the same time. Back orders will be sent as soon as available and you will only be billed for the merchandise going out. In a warehouse setting it is hard to find a safe space to hold orders until they are complete so we prefer to ship what we have to you so that we know you have your merchandise and it is in good condition. If this is going to create an inconvenience for you please let us know and we can work with you.
How do I track my order?	If a valid email has been provided, we will send a confirmation of shipment with tracking on the evening your merchandise leaves our warehouse. Please click here to learn more about which services we use to ship, how to identify your tracking number and to trace.
How do I track using my order number?	Tracking by order number is currently only available for those packages shipping standard UPS ground. Have your order number ready and head to our tracking area.
I need to cancel my order.	Please notify us as soon as possible if you find you need to cancel an order. The best way to do this is by calling 800-628-8225 during business hours, or emailing custserv@defender.com before/after business hours. Cancellations are time sensitive and we will do our best to accommodate.
I am missing merchandise from my shipment	The first thing we ask you to do, should an item be missing, is check your invoice. Back ordered items will not be listed and will be sent in a subsequent shipment as soon as possible. If the item appears on your invoice, the next thing we ask is you re-check all packaging materials. Smaller items sometimes get caught in package and have been known to wind up inside boxes of larger items. If it is still determined the items is missing, have your order number ready and call us at 800-628-8225 (or email custserv@defender.com ). Do not throw away any packaging material, as a carrier claim may need to be filed. Please note that if your merchandise was being drop shipped from the manufacturer, it will likely arrive on a different day than ours. In this case please allow a few days for additional packages to arrive before contacting us.
You shipped the wrong item.	If you believe you have received incorrect merchandise, please call us at 800-628-8225 or email custserv@defender.com . Have your order number ready as well as the item/model number of the item ordered and the item/model number of the item received in error. If it is determined a mistake has been made, we will be sending you a return service label.
Pricing and Item Questions
What is MAP pricing?	Some manufacturers set minimum advertised pricing (MAP) certain products. This means we cannot display lower pricing on our website or in our catalog at any time. This does not mean that we cannot sell the product for a lower price, though, and we often do. You can view your final selling price easily and quickly online by adding the item to your virtual shopping cart. You will of course have the option to remove the item again should you not choose to buy.
I cannot find the item I want, can you get it?	Special orders are our specialty! Please have the manufacturer name and model number handy and fill out our special order request form. [this should link to the request form page] One of our associates will be back to you with pricing as soon as possible.
I would like to have my existing lifelines duplicated, is this possible?	Absolutely. Please ship your lifelines direct to our riggers at: Defender Rigging 80 NW 73 rd Street Miami, FL 33150-3504 Please be sure to include a note with your name and contact information, as they will be passing a quote onto our call center so that we can get back to you with pricing. If you have any questions you would like to address before shipping off your lifelines, please email us at rigging@defender.com .
How can I get my commercial account pricing while shopping online?	As long as you already have an approved commercial account with is, there is nothing special you need to do. While you are shopping your pricing will not display, but once you log in at check out the display will then flip to your discounted price.
How do you calculate shipping?	Shipping is based on several factors including but not limited to carrier, ship method, weight, value, merchandise type and destination. Our main shipping methods can be calculated easily online using our shipping calculator. Please note Hazmat fees are not included in the returned rates. Truck and international shipping must be estimated for you by one of our sales reps. Please email custserv@defender.com for assistance with these quotations.
How do I purchase insurance for my order?	Defender includes insurance on all outgoing packages we send. We are unable to ship items without insurance, even if you are covered by your credit card company. This protects both you and Defender should a package become lost of damaged in transit.
I would like to purchase a gift certificate.	You can purchase a gift certificate through any of our available ordering methods. Denominations start at $25. Please see our FAQ on how to place an order for more information.
Payment and Billing Questions
What are my payment options for an online order?	Currently we accept three different major credit cards for online purchase. These companies are Visa, MasterCard and American Express. We do not accept Discover card. Gift certificates are only available for use by phone, fax or mail at this time.
Is my credit card safe on the internet? How can I be sure the links are not corrupted?	Please see our security statement.
What is a CVV number and why do I need it?	Your safety shopping online is our main concern and your CVV code is a tool to help us ensure this. What this code tells us is that you, the cardholder, have the credit card in hand and are placing your order. What this prevents is people who have only your card number but not the card itself from placing an order. It is absolutely safe to give this number to secure businesses when making an online purchase.
When will you charge my card for my order?	With few exceptions, your credit card is not charged until the day your order ships from us. Back ordered merchandise will be billed as items become available for shipment. Drop shipments and special orders are billed immediately.
How do I pay using a gift certificate?	We can currently only accept gift certificates as payment for orders placed by phone, mail or fax. We apologize for any inconvenience.
Returns
I need to return/exchange an item.	We would be happy to assist with returns on new condition items within 30 days of receipt (10 days for electronics) Items should be unopened and in their original packaging. Please contact us by phone (800-628-8225) or email ( custserv@defender.com ) with your original order number, item(s) to return and reason for return. An RA# (return authorization) will be issued at this point. We cannot accept back items returned without this prior authorization. Typically all returns are credited back to the original card used, this way you may re-order (if needed) at your leisure. Defender does not cover shipping back on items returned due to customer error. If the merchandise sent back to us is not in new and re-sellable condition, a restock fee of up to 20% may be imposed. Products may not be returned after 30 days.
My order arrived damaged. How do I return/exchange it?	Defender inspects all items before shipment and we urge you to inspect your package before accepting delivery. If damage is immediately apparent do not sign for it and tell the carrier you are refusing delivery. Please then contact us at custserv@defender.com . Shipments left without signature may still be refused. Please call the carrier and let them know you would like them to pick up a refused package. Again, please contact us at custserv@defender.com once this is done. Should damage not be noted until after the parcel is signed for and opened, we can still help. Do not discard the packaging material as a carrier claim may need to be filed. Email custserv@defender.com with the details of the damage. In all cases we will do our best to assist. Please note carrier claim are time sensitive, so contact us as soon as you can!
I have installed my item and it is defective. How do I return/exchange it?	Defender and our manufacturers stand behind the products we sell. Please begin by contacting the manufacturer of your defective item for assistance. For many products, technical support teams are able to trouble shoot over the phone/by email or assist with exchange directly. Should further assistance be needed, please have your original order number ready along with as much detail about the problem as possible, and email custserv@defender.com .
Why are some items non-returnable? Which items can I not return?	We stand behind the products we sell. All items leaving us are new, in the box and never used. Items such as inflatable boats, outboard motors, life rafts, electronics, computer software, charts (digital and paper), cut goods, clearance items, media (books, videos and DVD's) and special orders are not something we would want to ship to a customer if they have previously been sold and shipped. This is not only to guarantee your satisfaction, it is to protect everyone from possible tampering. If you have a non-returnable item that is defective, please follow the steps for the FAQ on returning or exchanging a defective item.
Other
I need a catalog.	Our marine buyers guide is available for free! Please click here for domestic requests (within the 50 states) or here for international requests. You can also receive our catalog instantly as a download. Please click here.
I need to contact one of your manufacturers.	Please see our manufacturers links for the most up to date list we have. If you do not find the information you need, please contact info@defender.com and we would be happy to assist you in getting the contact information needed.
I need technical advice. Who should I speak with?	We recommend speaking directly with the manufacturer of the product in question. They are the experts! We would be happy to assist with pricing and order inquiries once you are comfortable with the product(s) you are purchasing. Please see our manufacturer links for the most up to date contact list we have.
How do I use your browser?	Please note all clickable links on Defender.com are underlined. In addition to this, many of our pictures are also active links that you may click on to be brought to a detailed product description. We are constantly updating and upgrading our site. Shop often so you don't miss anything!
Help me with Acrobat Reader.	Acrobat Reader is a FREE cross-platform reader plug-in that you can use to read and/or print things such as our catalog and rebate forms. Click on the Acrobat logo and follow the download/installation instructions. Once you have installed the program, you will not be asked to do so again. Adobe Acrobat is a very common program that is utilized by sites all over the Internet.
I have comments or suggestions for your website.	We welcome your thoughts! Please use the website feedback option on our contact page.
I have comments or suggestions on the products you carry.	Our goal is to provide you with the products you want at the best prices around. If you would like to share your thoughts on products we carry (or products we don't!) please email info@defender.com . Your comments and suggestions will be forwarded on to the appropriate purchasing agent for review.
I have a question that wasn't covered in your FAQ's.	We would be happy to help you. Please email your question to info@defender.com and a representative will be with you as soon as possible.
I lost my Defender.com password.	On the log-in page, there is an option to have your password sent to you. This is the fastest and easiest way to get the information needed. If you forgot your login or no longer have access to the email listed on your account, please email onorato@defender.com for assistance. You will need to provide your full name and the email address on your account.
Why can't I create a Defender.com login for my international account?	Unfortunately our web service is not currently able to retain the many different formats that international addresses can take. We would be more than happy to accept your order, but we cannot offer you a login or password at this time.
Do you have a wish list or registry option?	This is a great suggestion, but unfortunately not an option we can offer at this time.