Contact Complete Sailor


If you have a question regarding your order, one of our products, or about our online community please contact one of our Customer Service Specialists by emailing to Staff@completesailor.com. We will respond back to you as soon as possible.


How to Order Online


To order online, simply find the item you would like, add it to your cart, and proceed to checkout. Please note that our checkout process offers SSL (Secure Socket Layer) encryption for your security. In addition, we utilize Americommerce as our eCommerce platform, a technology used by thousands of online stores processing millions of dollars in transactions on the Internet every day. All account information submitted to us is safely isolated from unauthorized Internet access.


Charge / Payment Methods


We currently accept Visa, Mastercard, American Express, Discover, PayPal, and Google Checkout. Because we immediately reserve stock and begin to process your items at the time of your order, all cards are charged at the time orders are placed.



Sales Tax (MA Only)


Sales Tax is charged for orders that are shipped to Massachusetts. The checkout process will automatically add 6.25% sales tax (on the product only) to these orders.



Shipping Policies (US)


We offer FREE SHIPPING on all orders over $50 (product only, excluding sales tax).


For orders under $50, we charge a single flat rate fee:


Ground Shipping (3-7 days) $9.95


Express Shipping (2-3 days) $19.95


We ship to all 50 states as well as APO/FPO addresses. We offer shipping to international locations through our partner, iShop USA. Please see the section on International Shipping for details.


Note that we use ground carriers, including FedEx, UPS, DHL, and freight carriers, to deliver most of our orders. If you are listed as a rural area and your order requires special handling for delivery by our carriers then you may incur additional shipping costs.


Scheduling Delivery


Smaller package carriers such as Fedex, DHL or UPS do not set up specific delivery times or call you prior to delivery.


Some of our orders, particularly larger/oversized items, are delivered by Ground Freight Carriers. Deliveries made are generally scheduled between Monday and Friday 9:00 am thru 5:00 pm. Our Ground Freight carriers will contact you to schedule a delivery window with you. Carriers try their utmost to deliver between the scheduled appointment times. However, please understand that these are just estimated timeframes and we can not guarantee this window. If the delivery window changes, we make every attempt to notify you. Please note that any missed deliveries may incurr additional redelivery costs.


Accepting Delivery


When accepting delivery, we require that you count the number of cartons received and compare this number against the number of cartons indicated on the Proof of Delivery (POD) Form.


a.) Please note on the POD form if you are missing any cartons, and notify us immediately.


b.) Also, please note on the POD form any cartons that are damaged and were either refused due to significant damage or accepted for further inspection.


c.) In addition, please indicate on the same POD form what cartons were accepted in good condition.


d.) Please refuse delivery of any items that have been shipped incorrectly to you in error. If you accept delivery of an incorrect item please contact customer service within (7) business days at bbeck@completesailor.com.


e.) Please e-mail us at bbeck@completesailor.com for assistance on any missing item issues.


**IMPORTANT**


Damages and missing items must be noted on the Proof of Delivery Form at time of delivery, otherwise additional replacement costs may be incurred. In addition, for larger items, we may require digital photos to review any damage claims.


Failure to notify us immediately of such issues may cause a delay in shipping replacement items.



Damage Policy


a.) If your carton appears only slightly damaged, write "Package Damaged" on the Proof of Delivery (POD) form and accept the carton for further inspection.


b.) If your carton shows a significant amount of damage please refuse the damaged cartons only and notify us immediately.


c.) Please contact us using our damage form for assistance on any damaged items issue.


d.) If you do not note the damage on the Proof of Delivery Form and later note a damage to your order. You have (7) days to contact customer service to make a request for a replacement. Additional costs may incur for replacements. Please keep in mind that digital photos will be required.


e.) Missing items must be noted on the Proof of Delivery Form at the time of delivery. Otherwise additional replacement costs may be incurred.



Multiple Item Policy


We offer products from a variety of manufacturers. Therefore, if you purchase more than one item, you can expect to receive more than one delivery.



Confirmation


Regardless of the method you choose to place your order (online or via telephone), you will receive a confirmation e-mail which includes your order information within 24 hours. Please contact us immediately if you do not receive a confirmation e-mail from us.



Obtaining an Order Status


You will receive a confirmation e-mail when your order ships. This will include your personal tracking number along with carrier contact information. If your package is shipping via a Ground Freight Carrier (any shipping company other than FedEx, UPS, or DHL), please contact your carrier as soon as possible, but at the latest within 4-5 business days to arrange for your delivery.



Change of Address


Please note there will be a $50.00 processing fee for all change of address requests. In the event your order has already shipped, you will also be responsible for re-consignment fees charged by the carrier.



Shipping Time Frames


We generally find deliveries occur within our estimated timelines, however we can not control exact delivery times, and do not guarantee delivery dates. Please keep in mind that holidays and inclement weather can often cause a short delay.



Curb Side Delivery


All of our items are shipped via "Curb Side Delivery." This delivery service is generally to the entrance of your ground level home or apartment building.



Shipping Policies (International)


Complete Sailor has partnered with iShop USA, a trusted third-party company specializing in international shipments and order fulfillment. Customers may shop normally through our site. When you find an item you would like to purchase, you can add the item to the iShop shopping cart right from the product page by clicking on the 'iShop' name and logo and copying the product information into the iShop shopping cart.


To complete the transaction, simply finish your transaction in the new iShop shopping cart window by following the instructions in the cart. Customers using this service may pay with international credit cards, PayPal and bank wire transfers. iShop USA will process your payment and guarantee delivery.


Note: Once your order is completed, all inquiries should be directed to the iShop USA Customer Service Department. Complete Sailor representatives may not be able to assist you with your inquiry.


Shipping costs may vary considerably based on four factors:



- Order size & weight
- Destination country
- Shipping preference
- Duties & taxes collected by your government



These are determined during the checkout process. To see the shipping costs for your specific order, please continue shopping and begin your checkout at iShop USA.


Product Warranty Information


Many of our products come with a manufacturer's warranty. Manufacturer warranty details may be found on individual product pages on our web site. At this time, Complete Sailor does not offer separate product warranties beyond the manufacturer warranty.



Cancellation Policy


All items on our site are clearly marked with approximate ship times. Orders placed on our online store are charged and processed quickly. Once we receive your order, we immediately place your items into production and process the order for shipment from our stock. As a result, cancellations will only be accepted within 24 hours of orders being placed if item has not shipped. Please note that a 5% processing fee will be charged for all cancellations.


Items that have shipped can not be cancelled. However, you may take an advantage of our Return Policy.



Delivery Policy


At Complete Sailor we offer "Curb Side Delivery". Our carriers will generally bring your order to the ground level entrance of your home or apartment building.



Changes to Orders


All requests of changes to orders must be submitted via email to bbecke@completesailor.com. Changes will be only be accepted if order has not shipped. If changes are possible, your exact changes will be confirmed via e-mail. Submission of e-mail does not guarantee change can be accommodated.



Copyright Policy


This site is owned by Complete Sailor, LLC all materials appearing on this site, including the text, site design, logos, graphics, icons, and images, as well as the selection, assembly and arrangement thereof, are Copyright and Trademarked and may not be copied, reproduced, modified, republished, uploaded,

posted, transmitted, or distributed in any form or by any means without Complete Sailor. or other copyright/ trademark holders' prior written permission. Any unauthorized use of the materials appearing on this site may violate copyright, trademark, and other applicable laws, and could result in criminal or civil penalties.



Returns and Refunds


We know that you will be very pleased with our products, and your satisfaction is important to us. In the unlikely event that you are not happy with your purchase, you must contact us via e-mail at bbeck@completesailor.com within 7 days of your shipment being delivered in order to be eligible to return items.


In order to provide you with discounted shipping on your order, we pay the outbound cost to ship the item to you. If you chose to return your item, we will deduct both our complete original shipping cost along with the cost to return ship the items back to us, from your refund amount.


Once you contact us, we will arrange for the pickup of your item and will refund the cost of the returned item(s) once we receive and inspect them. Please note that we assess a 15% fee (of the product purchase price) to process the items returned, which covers our cost to process, inspect, and forward the items to an outside liquidator.


In order to return your purchase, you must completely re-pack the items in their original packaging materials. Returned items should be free of damage. As soon as we have received and inspected the return, we will apply the credit amount (less shipping fees and restocking fees, as noted above).