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Frequently Asked Questions

Order Placement Questions

I would prefer not to order online. What are my options?

In addition to online shopping, we are a full service contact center. Orders can be accepted by phone Monday through Saturday (See our 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! Alternate shipping addresses may be entered in the "Billing" section of checkout. Click on the "Add Shipping Address" button under the "Select a Shipping Address" Heading, and then click on the "Add Address" link at the bottom left of the screen. Enter your alternate shipping address, then click the "Continue" button. You will be brought back to the Shopping Cart page, and can now proceed through the checkout process, selecting your correct shipping address in the "Billing" Section. Our system will store each address entered 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 needs 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 Limited Quantity or Hazmat. How will you ship this?

Limited Quantity and Hazmat items can only ship standard ground service. This does not include 1 day, 2 day, 3 day or US Postal Service mail. If you have some items on your order that are not hazardous and you need them quickly, we recommend placing them on another order separate 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?

From the Shopping Cart page, click on the "International Checkout" button. 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 send a confirmation email 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 ([email protected]) 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 make a change to 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 800-435-7180 during business hours, or email [email protected].

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 and services, such as boats & motors, and splicing & rigging, must be placed on their own order. The Department of Motor Vehicles requires a clean invoice for boat registration. 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).

How can I check the status of my order?

If a valid email has been provided, we will email a confirmation of shipment with tracking number after your merchandise has left our warehouse. If you need additional information on your order, you can click the Check My Order link on the navigation menu or email us at [email protected] and be sure to include you order number.

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. Click the Track My Package link on the navigation menu to enter your tracking number and track your package(s).

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 see our Order Tracking Page.

Will I pay extra shipping for an order if all items are not in stock?

No! Defender charges all shipping up front as if all items are shipping at the same time. Back ordered items will be sent as soon as available, with no additional shipping charges. We will ship in-stock items as soon as possible 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 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 [email protected] 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 the item is missing, have your order number ready and call us at 800-435-7180 (or email [email protected]). 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.

You shipped the wrong item.

If you believe you have received incorrect merchandise, please call us at 800-435-7180 or email [email protected]. 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.

What is MAP pricing?

Some manufacturers set Minimum Advertised Pricing (MAP) on certain products. This means we are not allowed to display lower pricing on our website 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 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 Request Form. 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 contact 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 [email protected].

How can I get my commercial account pricing while shopping online?

Pricing can be obtained by adding an item into your cart and logging-in to check out. The pricing will then convert to the commercial account pricing. While you are shopping your pricing will not display, but once you log in at check out the display will then convert 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, available in the shopping cart. Shipping costs are also calculated during the checkout process.
Truck shipments must be estimated for you by one of our sales reps. Please email [email protected] 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 or damaged in transit.

How do I purchase a gift certificate?

You can purchase a gift certificate through any of our available ordering methods. Denominations start at $25 and may be purchased here.

What are my payment options for an online order?

We currently accept three different major credit cards for online purchase; Visa, MasterCard and American Express. We do not accept Discover card. Defender Gift Certificates can be redeemed by phone, fax, mail or on our website.

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. This code tells us that you, the cardholder, have the credit card in hand and are placing your order. This prevents 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 accept gift certificates as payment for orders placed by phone, mail, fax and on our website. If using a gift certificate online, please enter the gift certificate first before entering credit card information.

What is your return policy?

See our Return Policy here.

How do I 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 a RMA. The returned product must be postmarked within 15 days or the RMA number will expire.
  • 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 RMA number 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. Please note: Shipping costs are non-refundable.

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 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 [email protected] . Your comments and suggestions will be forwarded on to the appropriate purchasing agent for review.

I lost my 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 [email protected] for assistance. You will need to provide your full name and the email address on your account.

Why can't I create a 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.

I have a question that wasn't covered in your FAQ's.

We would be happy to help you. Please email your question to [email protected]and a representative will be with you as soon as possible.

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