Order Confirmation:
As soon as you place your order, you will receive an order confirmation e-mail. This means that we have received your order in our system and pre-authorized your credit card for the purchase. As soon as we receive your order, we automatically reach out to our suppliers to confirm that it is in stock and available for immediate shipment. If your item is on backorder or unavailable, we will void the pre-authorization and reach out to you via e-mail. If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and submit the order for shipment.
Order Shipment:
- If your order is in stock and we process the charges to your credit card, it will ship within five business days from the date of your order.
- We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out.
- If you do not receive tracking information from us within six business days of your order, feel free to follow up with us at Info@liferaftprofessionals.com.
- Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery. If your item(s) do arrived damaged, please send photos to Info@Liferaftprofessionals.com and we will process an insurance claim on your behalf.
- Please inspect all products once you receive them and notify us about any missing items within 30 days. If we are not notified within this period of time it cannot be replaced.
Return Procedure:
- Prior to sending in a return, give us a call at (888) 551-7238 or email info@liferaftprofessionals.com so we may provide instructions and your Returned Goods Authorization (RGA) number. Returns without an RGA number cannot be accepted. Be prepared to provide your order number and full contact information, as well as a brief reason for your return.
- Returned items must be in new, and resalable condition. Returns must be shipped back in original packaging and contain all components (hardware, instructions, etc.) - we cannot accept merchandise that has been altered.
- Once the shipment is made (in the original carton with the RGA document in the box), please call or email us with the tracking number.
- We always recommend that returns are insured for the full purchase price when shipped, for your own protection.
- Returned items must have prior approval or will not be accepted.
- We do not reimburse for any labor, installation, removal or other incidental charges.
Return Policies:
- Warranty Period
- Most of the products we carry are covered by their manufacturer's warranty against defects in materials or workmanship. The length of these warranties varies by product.
- 30 days after receiving your product, your merchandise is covered solely by the manufacturer's warranty and is subject to the manufacturer's policies and procedures.
- Feel free to contact us first if you notice a defect in your product. We will be happy to assist you in communicating with the manufacturer to process a warranty claim.
- All returns must be started prior to 30 days after receiving the product.
- Refund Time
- After we receive and inspect the returned product, refunds will be credited within 7-14 days.
- Refunds are credited to the same payment method (credit card, PayPal account etc.) originally used for the order.
- Restocking Fees
- A 25% restocking fee will apply for returns - unless the return is the result of our error or a defective product.
- A 30% restocking fee will be applied to all AVI Survival Products - unless the return is the result of our error or a defective product.
- Shipping costs are not included in restocking fees.
- Return Shipping Charges
- Unless you are returning a product due to our error or a manufacturing defect, you are required to pay all outbound and return shipping charges, including those for products with Free Shipping.
- On rare occasions the product sent may not be the one you ordered. If you received the wrong product due to an error by the manufacturer or Life Raft Professionals, we will arrange the return shipping at no cost to you.
- Shipping charges will be deducted from your refund.
- Non-Returnable Products:
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Our customers are almost always satisfied with their life rafts and accessories, and returns are very rare. Due to the loss of quality control promised to each customer there are no returns on immersion suits, life raft, and life raft accessories, except in the case of manufacturer defect or an error on our side.
Exchanges:
- Items being exchanged for others are handled with the same terms and conditions as returned items.
- If the item being exchanged costs more or less than the item you are returning, your payment will be refunded or charged the difference in price, including any shipping/restocking fees.
- You are responsible for all return shipping charges and restocking fees.
- Once our return center receives and inspects the returned item, the exchange will be completed.
Cancellations/Refused Delivery:
- You can cancel your order, completely free of charge at any time before it has shipped.
- An order cancelled after the product has shipped, or refused on delivery (except when due to shipping damage), will be considered a return and will be subject to shipping charges and restocking fees.
Orders Damaged in Shipping:
- For packages that arrive with obvious damage, refuse the shipment and notify our Customer Service Department. We will arrange to ship a replacement. Keep all packaging and contents for inspection by the shipper.
- If a product shipped via truck freight arrives damaged, inspect the merchandise and note any shipping damage on the shipping receipt before you sign for the shipment. Once you have noted all damages with the carrier, contact us within 2 business days so we can file a claim on your behalf. Damage that is not noted on the delivery receipt will be denied by the carrier and your order will not be eligible for return or replacement.
- If your package arrives intact, but you discover the item is damaged, contact our Customer Service Department immediately. This type of concealed damage must be reported within 2 business days of receiving the package. If damage goes unreported beyond 2 business days, your order will not be eligible for return or replacement.
Non-Returnable Products:
Our customers are almost always satisfied with their life rafts and accessories, and returns are very rare. Due to the loss of quality control promised to each customer there are no returns on immersion suits, life raft, and life raft accessories, except in the case of manufacturer defect or an error on our side.