Defender Industries Customer Service

To Place an Order:
Please have ready the item number, model number, size, style, color, credit card information, name, and address where the credit card is billed, separate shipping address (if applicable), daytime and evening phone numbers, email address for electronic confirmation, and all other shipping information. There is a $25 minimum order required.

Backorders:
If an item is 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, except for Special Orders and items shipped directly from the manufacturer (see below).

Direct Factory Shipments (Drop Ship):
Items shipped directly from the supplier/manufacturer are billed at the time of order and sometimes incur an additional service fee imposed by the supplier. Shipping charges from the supplier's location may apply for these drop-shipped items, including those shipped directly to Defender's Outlet Store for customer pick-up.

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 Certain products may be withdrawn from sale at any time or may not be continuously in inventory.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.

Methods of Payment:
We accept Visa, MasterCard, American Express, money orders, wire transfers, and personal checks in U.S. Funds only. There is a $25 fee for domestic wire transfers and $45 for international wire transfers. To avoid verification and approval delays on credit card orders, be sure to provide the exact address to which your card is billed.
* Credit Card authorization for International Orders can cause a delay.
* International orders paid by Wire Transfer will not experience a delay.

To Place a Special Order:
Our representatives will be happy to assist you with all your special orders. Call 1-800-628-8225 or E-mail: [email protected]. Please supply us with all manufacturer information about the product you wish to order (i.e., model number, name, and color). Defender is not responsible for incorrect manufacturer information.
With few exceptions, Special Orders may not be cancelled or returned.

We want you to be a satisfied customer, and we need your help to maintain our wide selection, name brands, low prices, and large on-hand inventory. We reserve the right to refuse returns or assess additional fees at our discretion if the merchandise is not in the original packaging and ready-to-be-sold condition.

How to Return an Item:

Request a Return Merchandise Authorization (RMA) Number by contacting Customer Service: [email protected], 800-435-7180 or 860-701-3400, or Request RMA Here. The returned product must be postmarked within 15 days of RMA number issuance, or the RMA number will expire.
Repack the product in the original packaging and place it inside a box suitable for shipping with all the original enclosures, parts, and accessories.
Return it to us postage pre-paid (we do not accept C.O.D.), with the appropriate insurance. Please note: Shipping costs are non-refundable.

Non-Returnable:
Inflatable boats, outboard motors, liferafts, trailers, Torqeedo batteries, Torqeedo chargers and gateways, opened software, programmed transponders, items with expiration dates, cut goods, products with a broken seal, unlock codes for software, or other customer-specific products, clearance items, close-outs, discontinued, specially ordered items and gift certificates are not returnable. If these items are found to be damaged or defective, you must notify us within 10 days for resolution. Unfortunately, we cannot accept returns older than 30 days.

30-Day Returns:
Except as noted above, products in the original packaging and ready-to-be-sold condition may be returned within 30 days for a full exchange or refund of the merchandise price. Unused items not returned in their original condition within the 30 days, if accepted, will be subject to a handling fee for inspection, repackaging, and restocking. We reserve the right to refuse returns or assess additional fees at our discretion if the merchandise is missing parts or is not in new condition.

Defective Products / Warranty Information:
Most items we sell are covered by manufacturers' warranties. If you experience difficulty with a product, please contact the appropriate manufacturer for assistance and troubleshooting help or email [email protected], or call 800-435-7180. We will work with you and the manufacturer to resolve any issues.

Damaged or Missing Goods Shipped by Parcel 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 at 800-435-7180. Do not discard the box or any packaging materials.

Damaged Goods Shipped by Truck:
All truck shipments must be inspected with the driver present. If damage is apparent, refuse delivery. If accepting delivery make note of any damage or shortages when signing the bill of lading and contact Defender Customer Service immediately at 800-435-7180. Do not discard the box or any packaging materials. Most claims must be filed with the carrier within 5 days of receipt of delivery.

Orders Shipped to a Freight Forwarder:
All orders shipped to a freight forwarder will be assessed a $20 administrative fee. Please designate a freight forwarder and provide us with the following information - freight forwarder's full name, contact person, address, phone number, fax number, and email along with the final destination name, address, phone number, or email address. Shipments by Defender are insured to the freight forwarder's 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 it as new if necessary.

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 charges and duties 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.