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All merchandise is inspected before it is shipped from the manufacturer's facility and/or at the BoatsToGo shipping warehouse. All merchandise is shipped well packaged, in a standard shipping carton, and insured. The shipping charges we collect from customers at the time of the order are paid directly to the shipping carrier to deliver products in a good condition.
Once the merchandise is picked up by the shipping carrier, such as FedEx, it becomes its responsibility to ensure delivery in a good, undamaged condition. BoatsToGo has no control over the delivery process of the shipping carrier, and therefore BoatsToGo will NOT be responsible for ANY type of shipping damages. By placing an order at our website BoatsToGo.com, you the customer agree not to hold BoatsToGo.com liable for shipping damages.
IMPORTANT - MUST READ!
Do NOT discard shipping box before inspecting item! Repeating again for "special" cases - DO NOT DISCARD SHIPIPNG BOX BEFORE INSPECTING ITEM.
IMPORTANT: Damage to the outer shipping carton does not automatically indicate damage to the product inside. Cartons may show signs of heavy handling, including crushed corners, dents, tears, holes, or severe wear. This does not mean the product itself is damaged, as all items are securely packaged and well protected inside the box.
Upon delivery, the product must be fully inspected. For inflatable boats, this includes fully inflating the boat and leaving it inflated overnight to ensure there are no air leaks or shipping-related damage. The boat must not be registered until this inspection is completed. Once a boat is registered, it is no longer eligible for return, exchange, or refund.
If a product is returned solely due to the condition of the outer carton, and our inspection confirms that the product itself is not damaged, the customer will be responsible for all associated shipping costs, including original outbound shipping and return shipping charges.
Please note that carrier insurance, including FedEx, covers damage to the product inside the carton only. Cosmetic or structural damage to the outer cardboard packaging is not covered. Only physical damage to the actual product qualifies for a shipping damage claim.
If you believe your product was damaged during transit, please take clear high-resolution close-up photos of the damaged area, overall photos showing the full product with the damage location visible, and clear photos of the outer shipping carton showing all visible damage to the packaging. Proper documentation is required in order to process any shipping damage claim.
Option 1: Customer keep item, agrees to conduct repairs on customer’s side, and receive compensation from FedEx to offset extra efforts. If damage very minor, we might offer credit or replacement without need to go through FedEx claim process. We will provide repair instructions if needed.
Option 2: If damages are severe, customer does not wish to engage in repairs, and would like to have item replaced or refunded please follow below procedures. If item over $300 in value, damage need to be marked with a piece of paper, so that location of damage can be easily identified. Item need to be packed back into shipping box, and sealed with Scotch tape. If damage to the product is due to the hole in a shipping carton, then that damage should be placed close to that hole location in a box. FedEx will need to be able to locate damage once item picked up. Item MUST be returned to: BOATSTOGO, 1945 NE 149 STR, NORTH MIAMI, FL 33181. If item will be returned to different location, then customer is responsible to associated shipping charges to have item returned to BOATSTOGO, 1945 NE 149 STR, NORTH MIAMI, FL 3318. Customer is responsible for return shipping charges of undamaged items that are part of an order.
Customers are responsible for filing damage claims with the shipping carrier, as per the below instructions.
Download FedEx Claim Instructions. Download FedEx Claim Form and email directly to FedEx claims using email on that form. Or, you can file claim over the phone with FedEx by calling 1800GOFEDEX. Or, file FedEx Claim On-Line.
Please note that as per FedEx Claim Instructions: "The sender, the recipient or a third party can file the claim."
- Take pictures of shipping box damages, actual damage in close up, an overall picture of the product. Close up and perspective. About 4-6 pictures in total.
- Prepare a copy of the product invoice and locate the tracking number of the damaged package. Email us if you need a PDF copy of the invoice or tracking.
- Call FedEx at 1800GOFEDEX (800-463-3339) and provide the tracking number related to the damaged item over the phone. If the aluminum floor is damaged, provide master tracking of the box with boat tubes.
- Inform the phone operator that the item received was damaged and that you want to file a damage claim on it. If asked for BoatsToGo address, provide the following address: 1945 NE 149th ST, North Miami, FL 33181. If the box was delivered from the warehouse in Washington, only if asked should you provide the warehouse address printed on the packing slip. Provide your address if asked where the item was shipped to.
- Follow the operator’s instructions, and provide your own email for contact by FedEx. If asked for the claimed amount asking for 20-50% of the invoice would be reasonable, depending on the severity of damages. Do not claim the full amount, as it will have a higher chance of rejection. You can also ask the operator to delegate the claim directly for you, so that check will be mailed directly to you.
- Once the claim is filed, you will receive a claim number, and email from FedEx to confirm that the claim was filed. Simply reply to that email, and include all the pictures you took plus the PDF invoice showing item value.
- Call back FedEx in about 30 days for the status of your claim, unless you receive a check in the mail. If check not received, it might be that FedEx waiting for invoice showing estimated cost of repairs. In that case, you will need to generate invoice showing estimated cost of repairs.
IMPORTANT - MUST READ!
IMPORTANT - MUST READ: 
IMPORTANT: Please note that FedEx may take up to 21 business days to process a lost item claim. During this investigation period, FedEx will either locate and deliver the package or officially declare it lost. BoatsToGo.com cannot issue a refund or send a replacement until FedEx confirms the item is lost and provides compensation. Once confirmation is received, we will promptly issue a refund or ship a replacement item. We appreciate your patience and understanding during this process. Our team is always available to assist you with any questions or updates regarding your claim.