Boating Solutions Order Status
Order Status
Has my order shipped?
How do I track my order?
When will my backorder arrive?
My order never arrived.
How do I cancel my order/item?
An item is missing from my shipment.
My product is missing parts.
Can I make changes to my order?
Can I combine two orders?
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Has my order shipped? What does my order status mean?
You can check the current status of your order by logging in to your account and clicking on the Order Status and Tracking link. Your order will initially show up as Open or On Hold.
If your order is On Hold, you should have already received an email explaining why the order is on hold and letting you know what you need to do to have your order taken off hold. If you have not received an email explaining the hold reason, you will need to contact us either through our online customer service formor by calling at 480-638-5608. We will assist you in getting your order taken off hold.
If your order is Open/Available, it will be processed shortly. If it shows up as Open/Needs Backorder, it is currently on backorder and will be shipped as soon as all the items on the order are in stock. Please see the When Will My Backorder Arrive? section of the service guide for more information on backorders.
If your order status is Processing the order is currently being charged and shipped. We are not able to change or cancel any orders that are Processing.
You will receive a shipment confirmation email informing you that a tracking number is available in you online order status page the evening of the order's processing. At that time, your order status will change to Complete and you will be able to click the tracking number to track your shipment's progress.
Click here to login to your account and check your order status.
How do I track my order?
As long as you have entered a valid email address you will receive an email informing you that a tracking number is available in you online order status page the evening of the order's processing. You can then track the order directly from our site by clicking on the tracking number. All you need to do is login to your account, then click on "Order Status and Tracking." Select the order you wish to track and click on the linked tracking number. A new window with tracking information will pop up.
Click here to login to your account.
When will my backorder arrive?
Out-of-Stock Items
When you order an item and it is out of stock, it will be treated as a separate order from the in stock items in your cart. The out of stock order must be over $99 to qualify for free shipping. When you order out of stock items, we will hold the out of stock order until all items are in stock to ship out; for example, if you order an out of stock piston and an out of stock ring set, we will ship the backorder when both items are in stock rather than individually as they come in.
If you would like to place an order for in stock and out of stock items to be shipped together when they are all in stock, you will need to place your order over the phone at 480-638-5608. The free shipping offer does not apply to orders placed over the phone.
Occasionally, an item that is in stock on our website will actually be out of stock due to inventory errors. We do make every effort to make sure that our inventory is as accurate as possible, but it is inevitable that there will be inconsistencies from time to time. If this happens, we will proceed with your order in one of two ways:
1. If the majority of your order is in stock, we will ship the in stock items and place the out of stock item on backorder. If the out of stock item is under $99, freight charges will apply. If the out of stock item is a closeout or discontinued item, it will simply be removed from the order and the remaining items will be shipped out. You will not be charged for any items that are removed from your order.
2. If the out of stock item constitutes the majority of your order, we will place the entire order on backorder. If the out of stock item is a case of electrical parts or an any aftermarket item, we may substitute a similar item and ship the order complete. Please see the "Substitutions" section below for further details.
Backordered items typically ship in 2-10 business days after the original order was placed. Some cases may exceed one month. The backorder times vary by manufacturer and time of year.
Automatic Order Cancellation
If we have shipped the bulk of your order and the remaining items are less than $10.00 in value, we will automatically cancel the remaining order and you will need to reorder the item.
Occasionally, backorders will exceed thirty days. This usually indicates that the product is either hard to obtain, has had a delay in manufacturing, or has been discontinued. We will review all orders that are 30 days old or more and determine whether the items appear to be arriving soon. If the order has been in the system for longer than 30 days and we have no ETA from the manufacturer for the out of stock items, the order may be canceled. We understand that you may forget that you have an order pending and would not be prepared for a sudden charge to your card months after the order was placed. You will receive an automatically generated cancellation confirmation email if your order is canceled; if you have not received one of these emails, it is safe to assume your order is still pending.
Substitutions
With the exception of electrical parts, we will not substitute items that are genuine OEM parts. We reserve the right to substitute items of like or greater value for items of like in less in value.
My order never arrived.
First, be sure you have logged in and checked your order status. If your tracking information indicates that your order has been delivered, please check with everyone in your household and with any neighbors to ensure that they did not accept the package for you. Please also check all areas around your home to ensure that the package was not delivered to you and left in a hidden spot (on the back porch, in the garage, or behind a flower pot, for example). You should also check with your neighbors just in case they are holding on to it for you.
UPS can be reached at (800)-PICK-UPS and USPS can be reached at 1-800-ASK-USPS. You can also check the tracking page for the number to your local USPS location. If UPS or USPS was there and couldn't obtain an adult signature, they may have left a post-it note with re-delivery or pickup information. If you cannot track your order or find your order status via these methods, please call our customer service department at 509-542-1714.
If your order shipped via UPS and is showing that it was delivered but you have not received your order, we will file a tracer on your behalf. UPS will attempt to locate the package and deliver it. If they cannot locate the package, they will issue a refund for the items contained in the package. Tracers typically take 1-8 business days to complete. If your order shipped via Economy (USPS), it can take up to 12 days, not including Sundays, to be delivered. If it has been over 12 shipping days and your package still has not arrived, please call us at 509-542-1714. We will initiate an investigation with our USPS representative who will either locate the package and provide a delivery date or confirm that the package has been lost. If the package has not been located and delivered after 8 business days, we will reship your package via UPS Ground at no cost to you.
We will continue to track your original order and if it is delivered to you, we will issue a call tag and UPS will pick up the second package from you and return it to us. We will not issue credits back to your credit card for missing Economy shipments; however, we will ensure that you receive your replacement via standard UPS Ground shipping. If you live in Alaska, Hawaii, or Puerto Rico, where UPS Ground is not available, your replacement package will be shipped via UPS 2-Day Air.
How do I cancel my order/item?
You can cancel your own order online anytime before the order is processed. To do this, simply login to your account and click on "Order Status and Tracking." Click on the order you wish to cancel and you will see a text box in which you can enter your reason for cancellation. Once you have entered your reason, click the "Cancel" button and your order will be canceled. Any authorizations placed on your credit card will be automatically released and you will see no charges put through.
If you wish to cancel a single item from your order, you can contact us at 480-638-5608 or through our email request form and we can remove single items from your order. You can also cancel your entire order and re-place it without the item you wish to remove.
If you would like to add an item to your order or switch to a more expensive item, you will need to cancel your order and place a new one. You can do this yourself or you can call us at 480-638-5608 for assistance.
If your order status is "Processing" or "Shipped," no changes or additions can be made to your order and it cannot be canceled.
An item is missing from my shipment.
If you are missing an item from your order, please call us immediately at 480-638-5608 so we can initiate an internal investigation on your behalf. We will check the weight of a properly packed package against the weight of the package missing the item and compare the two to ensure that the item was missing when it left our warehouse. We will also check our inventory of the item to confirm that we do have an extra item that was not sent.
If the item was not shipped from our warehouse, we will ship a replacement immediately using the shipping method from the original order. We will gladly upgrade the shipping if you are willing to pay the difference between the original shipping and expedited shipping.
If we determine that the item was shipped and was lost in transit, we will file a UPS or USPS Claim on your behalf. Claims typically take 2-8 business days to complete.
If an item is missing from an overseas shipment, we will issue a credit to your credit card or send you a check (if you paid by money order or wire transfer) in the amount of the missing item(s).
My product has missing parts.
If your item is missing any parts that are listed on our website's description, the first step you should take is to contact the manufacturer. This is because many times they will change the features on an item when new ones are shipped before we have a chance to update the website. If this is not the case, the manufacturer can ship you any missing elements much faster than we can because we do not always stock the parts that make up some items. In most cases we will need you to send back the item for an exchange if it is missing something or defective.
Can I make changes to my order?
There are three ways you can make changes to your order. As long as your order has not been processed, you can cancel it yourself using the "Cancel" button on your order status page. You can then simply place a new order with the different items. You can also contact us using our Online Customer Service Form or call us at 480-638-5608. We are processing orders 24-hrs a day, so oftentimes your order has already been processed/shipped by the time you are able to call or we are able to answer your email. Because of this, we recommend that you cancel your own order online and place it again to make changes.
For lower priced items, changes can be made via email. However, for a significant item change, we ask that the card-holder call the store for our customer's protection or simply cancel your own order and make the changes yourself.
Can I combine two orders?
We cannot combine orders. If you have two orders in our system that you would like to have shipped together, you will need to cancel both orders and place one new order for all the items. As long as neither order has been processed, you can cancel them yourself on the "Order Status and Tracking" page or you can call us at 480-638-5608 to cancel and re-place the orders.
It is not possible to combine in stock and out of stock items on an internet order. Any in stock items ordered will be placed in a separate order from the out of stock items. If either the in stock or out of stock order is under $99, freight charges will apply to it. If you wish to order out of stock and in stock items together on the same order, you must call us at 480-638-5608 to do so. The free shipping offer will not apply to phone orders, however.
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