Help

FAQ

Address Verification System (AVS) mismatch

Authorize.Net declined your purchase because the billing address you entered doesn’t match the one on file for your credit card. Try again with the billing address to which your bank/credit card company mails your statements. Another option is to purchase via PayPal.

Address Verification System (AVS) service not supported

Authorize.Net, the bank that handles our credit card sales, has informed us that your bank won’t verify your billing address. Therefore, your purchase has been declined. If you still wish to place an order, you can either try a credit card from another bank or make your purchase using Paypal. If you don’t have a Paypal account, it’s easy to set one up.

Duplicate Authorize.Net charge

Authorize.Net has processed your order even though our website notified you that it was “not finished.” We’ll direct Authorize.Net to refund this order, and we’ll promptly fill your “processed” order.

Foreign zip code

Authorize.Net was expecting your billing address to have a 5-digit zip code. Your foreign address will be accepted if you first enter as a “new customer,” go down to the country field, click the drop down, and choose your country. Do this first, before entering any other billing information, even your name. Another option is to purchase via PayPal.

Freight/shipping costs

You can use our website to get the prices on all items, including the price of available shipping options, by putting an item in your “Shopping cart” and clicking “Checkout.” Then, enter your shipping and billing address on the next page. This will allow you to see the full price of a potential purchase before entering any credit card information.

USPS Priority Mail® is the least expensive shipping option available. It’s not something for which you’re paying extra. USPS Priority Mail _-Day™ is the Postal Service’s estimate of the time it will take them to deliver to your address after we’ve shipped your order. Please note that most orders ship from our location within 2 business days of order placement.

Freight under 1 lb.

For orders less than 1 pound, you can save on shipping charges by using USPS Priority Mail™. From the “Select your favorite carrier below” window, click on the down arrow and select “Other carriers.” Then, you can choose a less expensive shipping method that bills by the ounce instead of by the pound and also does not have a surcharge for residential deliveries.

International customs fees

Please note that we are not responsible for, nor are we able to estimate or quote, the customs duties, taxes, port handling charges or other customs charges for orders shipped outside the United States. These fees are the responsibility of the consumer. Please also note that your country’s customs process may delay delivery of your order.

International tracking

The USPS® computer system cannot track your package once it leaves the U.S. via plane. From that point on, packages are tracked only by the mail service of the destination country, territory or protectorate. Frequently, there is no interface between USPS® and these foreign mail services. For this reason, many of our customers use UPS® or FedEx®, even though they are more expensive.

Log-in problems

Once you’ve created a password, it is tied to your e-mail address. It won’t let you set up a new password without first entering your old one or using a different e-mail address. To solve, click on “New Customer” every time you make a purchase and leave the password field empty.

Overpriced Priority Mail International

Our website is plugged directly into the USPS pricing table, but some Priority Mail International shipments end up costing us less. We’ll refund the difference.

Returns

If you need to return an item, please contact us within 30 days of purchase for a Return Authorization number. You may ship via the least expensive freight option available to you. Life rafts, cut goods, clearance items, and with few exceptions, special ordered items are not returnable, unless defective, and then for repair, refund or replacement only at the manufacturer’s discretion.

Shipping to Mexico

We ship to Mexico via FedEx® or UPS®. The freight and duty can be expensive, but there’s no California sales tax.

Shopping cart

When you input the item quantity you wish to purchase and then click, the quantity immediately reverts to zero in the box. Many web users see that zero and input the needed quantity repeatedly. When this happens, just click on the “Continue Shopping” tab and then click on the “Shopping Cart” logo at the top of that web page. You’ll then be able to modify all your purchases.

Tax refunds

Our website isn’t designed for wholesale customers or freight forwarders. It charges sales tax for all shipments within California and isn’t capable of keeping track of non-taxable sales shipped in-state. Thus, we cannot refund the sales tax.

If you haven’t found an answer to your question from above, please contact us.

Privacy Statement / Terms & Conditions

We respect your privacy!

Any and all information collected on this site will be kept strictly confidential and will not be sold, reused, rented, disclosed or loaned!

Any information you provide will be held with the utmost care and will not be used in ways that you have not consented to. If you have any questions, please feel free to call or e-mail us.

Authorize.Net is the sole recipient of your credit card information. It is secure and is not in our files.

TERMS & CONDITIONS

PRICES: Prices are subject to change. We are constantly updating our prices to keep them as accurate as possible, but sometimes we miss one or two. If your invoiced price on an item should actually be lower, you will be charged the lower price. If there has been an increase or an error in pricing on the web, we will e-mail you with the new price for your approval before processing your order.

WEEKEND DELIVERIES: Please note that while Saturday deliveries are generally provided by USPS Priority Mail, we do not offer Saturday or Sunday deliveries for shipments via other delivery and freight services. This includes expedited shipments via UPS Next Day Air, UPS 2nd Day Air, UPS 3-Day Air, UPS Worldwide Express, as well as comparable services from FedEx and other carriers.

SPECIAL SHIPPING: Some items require Special Shipping. We will notify you of this in bold print in various places before you check out. In such a case, you will see the invoiced shipping charge of $5.00, and we will e-mail you back with the additional shipping charges for your approval before processing your order.

RETURN POLICY: If you need to return an item, please contact us within 30 days of purchase for a return authorization. Return merchandise will not be accepted without authorization. Merchandise must be in original condition and packaging. Return shipping costs will be at the customer’s expense, unless the product is defective. Make sure that your name, address, phone number, web order number and e-mail address are provided, along with the reason for your return.

NON-RETURNABLE ITEMS: Life rafts, cut goods, clearance items, and with few exceptions, special ordered items are not returnable, unless defective, and then for repair, refund or replacement only at the manufacturer’s discretion. If the product is damaged, you must contact Downwind Marine within 10 days of receipt of the product. If it is defective, you must contact us within the manufacturer’s warranty period.

BACKORDERS: We will notify you whenever an item is not readily available, out of stock, or subject to a manufacturer’s delay. We will continue to process your order unless you contact us to disapprove of the delay.

DIRECT FACTORY SHIPMENTS: (Drop Ship) Items shipped directly from the manufacturer are prepaid at the time the order is placed. Sometimes these direct shipments incur an additional service fee imposed by the manufacturer, in addition to the standing initial freight charges. Items shipped directly from the manufacturer may also incur sales tax if the manufacturer operates a business within your state.

METHODS OF PAYMENT

METHODS OF PAYMENT: We accept Visa, MasterCard, American Express and Discover. To avoid verification and approval delays on your credit card orders, be sure to provide the exact billing address to which your credit card statement is sent.

SALES TAX: Downwind Marine is not obligated to collect sales tax on any orders shipped directly from our Califonia warehouse to locations outside the state of California.

Special Orders

We are experts at handling special orders. Feel free to contact us with anything you are looking for but cannot find. Give us as much information as you can, such as manufacturer and their part number, description, size, color, etc. We will get back to you with a quote.

Forms
These forms are not required for retail website purchases.

Add form downloads using the fields below the page builder tool.