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Shipping & Terms of Sale


PLACING ORDERS

TO PLACE AN ORDER: Please have ready the item number, model number, size, style, color, credit card number, name and address where the credit card is billed, separate shipping address (if applicable), daytime and evening phone numbers, and all other shipping information. $25 minimum order required.


 SPECIAL ORDERS ARE OUR SPECIALTY

TO PLACE A SPECIAL ORDER: Our representatives will be happy to assist you with all your special orders. Please supply us with all manufacturer information pertaining to the product you wish to order (i.e., model number and name, color). Many manufacturers’ phone numbers are listed in our catalog for this purpose. Defender is not responsible for incorrect manufacturer information.

* Special Orders are billed to your credit card at the time of order or must be prepaid by check.
* With few exceptions, Special Orders may not be cancelled or returned.

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PRICING AND AVAILABILITY

Please note that prices are subject to market conditions and therefore may change without notice.  Certain products may be withdrawn from sale at any time or may not be continuously in inventory.  Check online at www.defender.com for the most current pricing and availability.


INTERNATIONAL & LARGE ORDERS

Please review the following when placing a large order or ordering merchandise going to an international location.

Large freight orders and/or ocean freight shipments: Please designate a freight forwarder and provide us with the following information – freight forwarder's full name, contact person, address, phone, and fax number along with the final destination address and phone number. Shipments by Defender are insured to freight forwarder location only. If you require insurance to the final destination, you must request the freight forwarder to insure your merchandise in full to the final destination to replace as new if necessary. A handling charge may apply to large orders.

Customs, duties, and import fees: Defender will assist you, however, customs procedures vary from country to country, and agent to agent. Please check with local officials regarding cost and proper procedures for labeling. Sometimes labeling your order as "Yacht in Transit" or applying for a Cruising Permit may reduce or help to avoid customs charges and/or duties. Defender can provide a proforma invoice if needed. Defender is not responsible for customs and duties charges or delays by custom officers, shipping agents, or flight delays once the shipment leaves our warehouse. Defender will bill for any duties and taxes that are charged back to us after the initial shipment.

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WANT A FREE CATALOG?  Go to http://www.defender.com/catalogrequest.jsp

Please allow 7-10 days for delivery.  If you need your catalog faster, please contact Defender at 800-628-8225. Expedited delivery is available as follows:

Domestic and International catalog requests are accepted by phone, fax, mail, e-mail, and online request form with a credit card, money order, or personal check drawn on U.S. funds.  


HAZARDOUS MATERIALS:

The symbol mH indicates that a product, when shipped, must be packaged and labeled as a Hazardous Material (HazMat). Special packaging is required for all HazMat items and they incur a $20.00 additional shipping fee imposed by the carrier. All HazMat packages ship via
Ground Service only. Additional regulations may apply without notice.

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TERMS OF SALE

METHOD OF PAYMENT: We accept Visa, MasterCard, American Express, money orders, wire transfers, and personal checks in U.S. Funds only. Wire transfers will incur a $25.00 fee.  To avoid verification and approval delays on credit card orders, be sure to provide the exact address to which your card is billed.

SALES TAX: Defender is not obligated to collect sales tax on any orders shipped directly from our Connecticut warehouse to locations outside the state of Connecticut. However, items shipped directly from the manufacturer will incur sales tax if the manufacturer operates a business within your state.

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RETURN POLICY:  
If you are dissatisfied with your purchase, email, fax, call, or write our Customer Service Department within 30 days from the date you receive the product ordered. Products returned within 30 days of their receipt, unopened in their original packaging and otherwise in new condition will automatically be exchanged or refunded.  A minimum fee of 20% of the price of the product will be charged for inspection, repackaging and restocking for items not returned in their original condition.  Products are not returnable after 30 days.

We will exchange the unused/unopened product or refund your purchase price provided you follow these simple steps:  

Contact our Customer Service Department via email at CustServ@defender.com or via phone at 800-628-8225 and request a Return Authorization Number (RA). 
Repack the product in the original packaging and place inside a box suitable for shipping with all the original enclosures, parts, and accessories.
Write the RA number, given to you by Customer Service, clearly and conspicuously on the outside of the package.
Return it to us postage pre-paid (we do not accept C.O.D.), with the appropriate insurance.
Shipping and packing fees are non-refundable. 

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*NON-RETURNABLE ITEMS
 
Inflatable boats, outboard motors, life rafts, electronics, software, electronic charts, cut goods, clearance items, and with few exceptions, special ordered items, are not returnable, unless defective, and then for replacement only. If the product is damaged or defective you must call Defender Customer Service within 10 days of receipt of the product.


DAMAGED OR MISSING GOODS SHIPPED BY COMMON CARRIER:
We thoroughly inspect all items prior to shipment. We suggest that you also thoroughly inspect the items before accepting delivery. If damage is apparent, refuse delivery or if your parcel is left without a signature and damage is found, please contact Defender Customer Service immediately. Do not discard the box or any packaging materials. Most claims must be filed with the carrier within 10 days of receipt of delivery. NOTE: Although Defender takes special care to ensure the safe arrival of your merchandise and can assist you in filing a claim, our responsibility for damage ends when the carrier accepts the shipment.

DAMAGED GOODS SHIPPED BY TRUCK: All truck shipments must be inspected with the driver present. If a complete inspection is not possible with the driver present, sign for as “pending inspection” and note any signs of damage to carton or product. Do not discard the packaging. If damage is found with the driver present, do not accept shipment and contact Defender Customer Service immediately.

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BACKORDERS:
If an item is not readily available, out of stock, or subject to a manufacturer’s delay, a Defender Customer Service representative will notify you. Defender will not charge you for the item(s) until shipped, with the exception of items shipped direct from the manufacturer (see below).  However, we generally charge all shipping related fees at the time of the first shipment so that you pay only the amount that would be due if your order were shipped all at one time.  With few exceptions, no additional delivery fees will be charged for back ordered items when they ship.

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DIRECT FACTORY SHIPMENTS (Drop Ship):
Items shipped direct from the manufacturer are pre-paid at the time the order is placed. Sometimes these direct shipments incur an additional service fee imposed by the manufacturer ($5.00 minimum) in addition to the initial freight charges.


WARRANTY INFORMATION:
We choose products from reputable manufacturers. Merchandise sold by Defender is backed by available manufacturer's warranties.  If you would like a copy of a specific warranty, they are available upon request from the manufacturer. All warranty issues must be addressed and serviced by the manufacturer.

MISTAKES DO HAPPEN Typographical, photographic, pricing, and editing errors in our catalog, flyers, advertising, and website are unintentional and we reserve the right to correct them.

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SHIPPING NOTES

Shipping rates depend on the method, contents, and destination of the order, which are determined at the time of shipping. Be sure to advise your representative of your delivery needs and we will assist you in choosing the appropriate shipping method. Next day orders placed before 2:00 pm ET will be processed and shipped the same business day.

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SAVE ON SHIPPING! You can save on shipping rates by having your order shipped to a commercial address (for example, a marina, charter office, local store, or any place of business). Whether you have it shipped via standard service or expedited, your rate will be lower than what is published in this Guide if you provide a commercial shipping address. 

You may request a shipping method other then Defender’s standard service.  However, the shipping and handling rates charged may be higher than published in this Guide.

Shipping fees are non-refundable. If you choose to use your own carrier account we will assess a minimum $5.00 handling fee per parcel shipment or $25.00 per truck shipment.

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US POSTAL SERVICE:  When shipping to an APO, FPO, or PO Box address, parcels must be shipped via US Mail ONLY. The US Mail is not a preferred shipping method of Defender because packages are not easily traced.


DETERMINING SHIPPING WEIGHT:
Actual, dimensional, oversize, or minimum package weights may be used to determine the rate for a shipment.  Dimensional designations generally only apply to expedited orders.

DIMENSIONAL WEIGHT: Dimensional weight is determined by dividing the cubic size of the package by 194 (LxWxH/194). Increase fractions of a pound to the next full pound. For international shipments the dimensional weight is determined by dividing the cubic size by 166 (LxWxH/166).

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OVERSIZE: A package is considered “Oversize 1” (OS1) if its combined length and girth exceed 84 inches but weighs less than 30 lbs. OS1 packages are billed at 30 lbs.  A package is considered “Oversize 2” (OS2) if its combined length and girth exceed 108 inches. OS2 packages are billed at 70 lbs.

IRREGULAR PACKAGE HANDLING FEES: Although Defender makes every possible effort to ship your order the least expensive way, some irregularly shaped products cannot be boxed or have to be shipped in a tube and may incur a fee of $5.00 imposed by the carrier in addition to standard shipping costs.

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