F.A.Q.

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 IMPORTANT - MUST READ!

Shipping with a FedEx:

By placing an order on BoatsToGo.com, you authorize us to coordinate the shipment of your order through FedEx Ground services. Please note that FedEx operates as an independent third-party delivery provider, and BoatsToGo.com has no control over their policies, procedures, or regulations. While we are committed to assisting with any shipping concerns, please understand that BoatsToGo.com is not directly liable for any delivery-related issues that occur after the package has been transferred to FedEx.

Tracking of your package:

Track your order using the provided tracking number at FedEx.com, and notify us immediately of any delivery issues. If you do not receive a tracking number within 3-5 days of placing your order, please email us. FedEx will only attempt delivery three times. Report any delivery issues, such as a third delivery attempt or a package marked as delivered but not received, within 12-24 hours. Delaying notification may limit our ability to assist you, except for filing a lost item claim.

Delays Disclosure:

Please be aware that delivery delays with FedEx may occur, and while BoatsToGo.com has no control over FedEx's schedule, we are available to assist. If your package shows no movement for 4-5 days, we can initiate a claim to expedite the process or begin an investigation for a lost item. Refunds or replacements for delayed items will only be processed once FedEx has completed their investigation and officially confirms the package as lost. However, based on our experience, there is a 99% likelihood that FedEx will successfully locate and deliver your package. We appreciate your patience and understanding.

Delivery Information:

Please do not refuse delivery based solely on the condition of the shipping carton. Accept the package, and if the product inside is damaged, we will file a damage claim with FedEx on your behalf. Customers who refuse delivery due to the carton’s condition will be responsible for both the original and return shipping costs, in addition to a $50 restocking fee.

Shipping Box Information:

IMPORTANT: DO NOT throw away the shipping box until you fully inspect the item. 

Before opening the box, check the model and color printed on both sides of the carton to make sure you received the correct product.

Keep the original shipping box until you confirm that:

• the product is not damaged,
• all parts are included,
• and the item works properly.

If you need to return or exchange the product, the original shipping box is required for:

• FedEx damage claims,
• returns,
• refunds,
• or replacements.

If the shipping box has already been discarded, it means the item was accepted as delivered in satisfactory condition with no visible shipping damage or missing parts. In that case, any later issues would not qualify for return or replacement, but may still be covered under the manufacturer warranty as outlined in our Warranty Policy.

Returns:

Customers are responsible for all shipping charges associated with item returns. This includes the cost of return shipping, restocking fees at the shipping warehouse, and any credit card processing fees.

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OVERVIEW:

1. We offer FedEx Ground shipping for deliveries within the lower 48 US states. For shipping outside these areas, please select alternative shipping options.
2. BoatsToGo.com operates two warehouses: one in Florida and another in Washington. Depending on the location of the item, it may be shipped from either warehouse. As a result, delivery times may vary.
3. Please be aware that FedEx is an independent company, and we are not responsible for any delays or late deliveries. Shipping cost adjustments are not available. We are unable to issue refunds for delayed packages, as there is a high likelihood that FedEx will locate and deliver the missing item.
4. Due to the high value of certain merchandise and Credit Card Fraud Protection policies, most products priced over $300 will be shipped via FedEx Ground. Items valued over $500 will also require Signature Confirmation. No exceptions will be made. 
5. Items are shipped from either our Washington or Miami warehouse, depending on availability. If you need to know the location from which your item is being shipped, please email us for confirmation.
6. All requests for address changes for orders paid using methods other than credit cards must be submitted in writing via email.
7. High-value merchandise, such as boats, kayaks, or rafts, cannot be left unattended under the door, in the backyard, on the porch, or with a neighbor. A customer’s signature is required as proof of delivery, with no exceptions.
8. Each item in an order is shipped separately, and a tracking number is required for each item to serve as proof of delivery in the event of a lost item or dispute. Combining shipments is not possible due to varying box sizes and packing requirements. Please note that the shipping charges we apply are approximately half of the actual shipping cost.
9. FedEx may deliver on the customer's chosen date or hold the item for pickup at a local facility. To request this, please call 1-800-GO-FEDEX.
10. Track your item at FedEx.com, and note that delivery is confirmed when the status shows "on vehicle for delivery." If you receive an email from FedEx with a delivery date, verify it with the tracking information on the FedEx website, as email notifications and text messages may provide conflicting information.
11. Shipping prices are flat fees for deliveries within the lower 48 US states and include full insurance up to the value of the item. According to FedEx Damage Claim Policy, customers must report any shipping damages within 20 days of delivery. After this period, FedEx will not satisfy damage claims. It is the customer's responsibility to notify us of any shipping damages within the specified timeframe.

IMPORTANT - MUST READ: 

1. Tracking Information:

Once your boat has been shipped, you will receive an email from FedEx with a tracking number. Please use this tracking number to monitor your shipment at FedEx.com or by calling 1-800-GO-FEDEX. Ensure that you receive the tracking number by checking your Junk or Spam folders. If you do not receive it within 3-5 days of your order, please email us immediately. We prefer all communications via email for record-keeping purposes. Do not wait if you haven’t received tracking; email us promptly.

2. Tracking and Delivery Responsibility:
Do not rely on FedEx text notifications or update emails as they may be inaccurate. Use FedEx.com to track your package and ensure timely receipt. If you arrange a pickup at a local FedEx facility, track the package and pick it up on time to avoid it being returned.

3. Handling Failed Deliveries:
After the third delivery attempt, FedEx will return the package unless you contact them at 1-800-GO-FEDEX to arrange pickup at their facility. Customers are responsible for all shipping charges if the package is returned, including original shipping costs and return shipping charges. Our shipping fees cover only half of the actual cost. If the package is returned, you will be responsible for the full shipping costs. The same charges apply if you fail to pick up a package from a local FedEx facility within three days; it will be returned.

4. Order Cancellation and Refusal:
If an order is canceled or refused after shipping, the shipping costs will be deducted from the refund amount. If the item is returned, you will be charged for both the original and return shipping costs.

5. Package Inspection:
Customers must inspect the package and its contents within 20 days of delivery. Claims for missing or damaged parts will not be accepted after this period. It is the customer’s responsibility to inspect the package upon arrival.

6. Local Pickup:
Local pickup is available by appointment only. Visit our Contact Us page for warehouse locations. Payment in advance is required unless paid in cash. For an appointment, please email us or call 866-299-7740.

7. Special Requests:
For assistance or special requests, call FedEx at 1-800-GO-FEDEX and ask for a supervisor or CAT representative. Do not wait for the third delivery attempt as it may be too late to make changes.

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Frequently Asked Questions (FAQ):

• Question: What if I am working the whole day, why can't you ask FedEx to leave boat at my door?
• Answer: In order to be protected from credit card fraud, we must have the credit card holder's signature on file with FedEx. If item left at the door and later stolen, we will not be responsible for delivery.
• Question: Why can't I have boat shipped to a different address than where I receive my credit card statements?
• Answer: According to credit card security regulations, in order to be protected from credit card fraud and charge backs, the item MUST be shipped ONLY to the credit card holders billing address.
• Question: Why I should not refuse package on delivery if box looks beat up, ripped and/or with holes?
• Answer: All items are shipped insured. FedEx insurance only covers product inside box. FedEx insurance DOES NOT cover shipping cardboard. Therefore, if item is refused solely on condition of shipping cardboard, then we are unable to file damage claim with a FedEx. FedEx will charge for original shipping, and return shipping. Condition of the box does not mean that item inside is damaged. Item inside beat up box most likely not damages. Therefore, it is important to accept package on delivery, and inspect its content. If there are actual damage to product, not box, then we can file damage claim with FedEx, and resolve this issue promptly. In that case, we will have to provide to FedEx pictures of actual damage to product, not box. There is particular procedures that we need to follow in order to file damage claim with FedEx. Refusing box just because of its condition, not one of them.
• Question: Why can't I wait to inspect product 2-3 month later, when weather is better?
• Answer: Because, we do not accept claims of missing or damaged parts 20 days after item delivery. Items can be missing due to damage to box during shipping, and in that case we have limited time to file damage claim with a FedEx. It is therefore important that customer will inspect product shortly after delivery.

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International customers wishing to purchase at BoatsToGo.com have these 3 options below. For items over $100 in value, payment should be via bank wire transfer or Western Union. Please select Check payment option at checkout, and once order is placed, email us for bank wire information. You can also buy with credit card via MyUS.com, see below.

1. Ship worldwide from the USA with MyUS.com. We have partnered with MyUS.com, the No. 1 international shipping service to make shipping abroad easier. With MyUS.com, you will be assigned a U.S.-based address where your package will be processed for shipping straight to your home country. MyUS.com uses trusted delivery services like FedEx, UPS and DHL to ensure you receive your merchandise in the shortest amount of time. For shipping rate calculator, click here. You can find shipping weight in a specs table of each item. Some larger boats come in 2 boxes, one for tubes and another for floor.

Sign up with MyUS.com, and get US address to use at checkout. You have 2 options with MyUs.com: (1) Pay us directly via bank wire transfer, and we will ship product to your MyUs address, to redirect to your home. (2) Shop with credit card directly via MyUs.com, and they will purchase on your behalf, and then send product directly to your home address. MyUS.com Shopping Team will assist you with purchasing the items on your behalf. To get the extension and start shopping from your browser, click: https://shopping.myus.com/. You may also choose to use MyUS.com Buying and Shopping Assistant at https://shopping.myus.com/buying-assistant/. For more information, please follow this link to learn about MyUS Shopping: https://shopping.myus.com/help/.

Please refer to our Payment Policy for accepted forms of payments for shipment abroad of US. Please email us with your shipping address to request Pro-Forma Invoice if needed.

2. Use your own forwarder. Customers can use forwarder of their choice that will handle shipping to customer's location outside of US. Dimensions and weight of boxes are posted on web page corresponding to each product. If we have to ship to freight company of customer choice within Continental US, then standard FedEx shipping cost per boat model has to be included in a total payment.

3. Issue pickup from our warehouse. If item is in stock in our Miami warehouse, customers can issue pickups via forwarder of their choice, DHL, UPS or FedEx Find using their own account number. Please email us shipping label to provide to forwarder at the time of pickup. Dimensions and weight of boxes are posted on web page corresponding to each product. Warehouse location: BoatsToGo, 1945 NE 149 str, North Miami, FL 33181, USA. Please email for opening hours. In case if pickup is arranged from our warehouse, customer pays us only for merchandise, and pay ALL shipping charges directly to the carrier of their choice.

FREQUENTLY ASKED QUESTIONS:

• QUESTION: How to place order with a credit card for item under $200 in value?
• ANSWER: Once you arranged forwarder or set up shipping address with MyUS.com, then please place order on-line, and enter your credit card information into billing address, select state of Alabama instead of your country, and enter MyUS address as a shipping during checkout. If you do your own forwarder pickup, then type in a comment section about that. We process orders manually, and will follow your instructions in a comment section.
• QUESTION: How to place order for item over $200 in value?
• ANSWER: For all items with total over $200, please arrange payment via Bank Wire transfer. We don't take credit cards on that. Please order on-line, select Payment by Check method and type into comment section that you need info for bank wire transfer. Also, please email to us to expedite such requests. Once wire payment is received, we will proceed to one of options indicated above.
• QUESTION: What if product arrived damaged, or item is defective?
• ANSWER: Please note, that in an unlikely event that received merchandise, or any of its parts need to be replaced for any reasons, warranty or not, BoatsToGo will deliver replacement parts to the Freight Forwarder of your choice ONLY within the lower 48 states. Customers outside of US are responsible for ALL charges associated with shipping of merchandise from US to destinations abroad. BoatsToGo will not be responsible for shipping charges abroad of US. Please refer to our Warranty Policy for more information.

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We recommend TROPICAL SHIPPING freight company that has local offices all over Caribbean, Bahamas and Dominican (US address: 9505 NW 108TH AVENUE, MEDLEY, FL 33178, Phone: 305-805-7400). Please visit Tropical Shipping web site to find your nearest office. Average freight shipping costs starting from $120 per boat including pick up.

For shipping to Puerto Rico we recommend Kestrel Liner Agencies, (305) 805-7420, 9505 NW 108th Ave, Medley, FL. Approx $175 shipping for SD385 size boats. $75 Trans Caribe Freight shipping and around $40 for pick up (includes delivery in San Juan) Customers have to call a Freight Company directly to get a price quote and/or arrange pick up from our warehouse.

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Shipping via FedEx Ground may be very expensive. Around $400 for a medium size boat, up to $800 for 14' SD430. But customers can save on shipping by arranging delivery via 3rd party freight companies delivering goods from mainland to Hawaii or Alaska. For example, Seattle to AK: Lynden , 5615 W MARGINAL WAY SW, SEATTLE WA, 98106, Tel (206) 764-8346. Or, you can Google more forwarders in WA state are for example.

Customers will pay our regular FedEx Ground shipping to Seattle, plus around $40-$80 for delivery from Seattle to Alaska. Customers have to call forwarders directly to arrange shipping details.

Please lookup forwarding companies on Google. BoatsToGo is NOT Responsible for shipping damages that may occur during shipment to Alaska. Customers are responsible for all shipment of replacement parts to AK.

Because we are not shipping directly to card billing address, we are not able to accept credit card payments when shipping to AK or HI. Therefore payments to AK or HI must be in a form of check, or money order, or bank transfer, or Western Union or Zelle. Please place order on-line and select Check payment option at checkout, then email us for payment details.

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Despite doing our best to avoid such shipping errors as sending incorrect items to customers, there is always a small chance that shipping mistakes may occur. In order to best suit our customer's needs, we are constantly increasing and changing the variety of merchandise that we offer. In the unlikely event that a shipping error occurs, we will issue a pickup call tag or send return shipping label within the lower 48 states to start the replacing process. Because, we only ship within lower 48 states, we can only be responsible for shipping charges to return item within those lower 48 US states. We are not responsible for extra shipping charges related to shipping cost outside of lower 48 US states.

As soon as the original item is received back and inspected for full completeness, we will send a replacement item via our standard method of shipping. Sorry, no exceptions. We can't send a replacement until the first item is received back and inspected. We do not offer express shipping for replacement items, only regular Ground services.

It is important that shipping packaging is not discarded prior customer can be absolutely sure that correct item is received and no return is needed.

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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 inspected immediately. Customers must not wait days or weeks before performing inspection. For inflatable watercraft, inspection includes fully inflating all air chambers to the recommended PSI and leaving the product inflated overnight to verify there are no air leaks, defects, or shipping-related damages. The product must NOT be registered, titled, or used until this inspection process is fully completed. Once a boat has been registered or titled, it is considered accepted by the customer and 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.

Shipping Damage Replacements

If an item or component is damaged during shipping, the damaged merchandise must be returned to BoatsToGo using the return shipping label provided by us. Due to the value of our products, replacement merchandise will be shipped after the returned item has been received and inspected to verify the reported damage and confirm that all original components, parts, and accessories are present. In certain cases, at our discretion, BoatsToGo may provide replacement parts or another resolution without requiring the damaged merchandise to be returned.

Partial Shipping Damage in Multi-Box Shipments

Some products are shipped in multiple boxes or consist of multiple separate components. If only one box, component, or part of the shipment is damaged during transit, BoatsToGo will treat the issue as a shipping damage claim for the affected portion of the order.

BoatsToGo may file a damage claim with the shipping carrier and provide a replacement for the damaged component at no cost to the customer. When return of the damaged component is required, BoatsToGo will provide a prepaid return shipping label. Replacement merchandise may be shipped after the damaged component has been received and inspected to confirm the reported damage and that all applicable parts are present.

Damage to one component or package does not automatically make the undamaged portions of the shipment eligible for free return.

If BoatsToGo offers to replace the damaged component at no cost, but the customer instead chooses to return the entire product or complete order, the undamaged components will be considered a standard customer return and will be subject to our regular Return Policy. The customer will be responsible for return shipping costs for the undamaged merchandise, and the original shipping charges are non-refundable.

BoatsToGo will remain responsible for resolving the documented shipping damage to the affected component in accordance with our Shipping Damage Policy.

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Please be aware that FedEx delivery delays may occur, and while we don’t have control over their schedule, we’re always here to support you. If your package doesn’t show any movement for 4-5 days, we can step in to file a claim with FedEx. This can either help speed up the process or start an investigation for a lost item.

Refunds or replacements for delayed packages can only be processed after FedEx completes their investigation and officially declares the package lost. However, based on our experience, there’s a 99% chance that FedEx will locate and successfully deliver your package. We appreciate your understanding and patience during this process.

Once your order is handed over to FedEx Ground, ownership is transferred to you, the buyer. BoatsToGo.com is not responsible for lost, held, or damaged packages, or for delivery errors due to incorrect shipping information. Since shipping is a separate service provided by FedEx, any issues related to delivery must be handled directly with them.

BoatsToGo.com is responsible for your purchase until it reaches FedEx. After that, the shipment is insured through FedEx in case of loss or damage. As a courtesy, we may file a lost item claim to assist you in resolving the matter quickly. In most cases, when a package appears to be delayed, it is not actually lost. Filing a claim with FedEx triggers a trace on the package, and it is often located and delivered shortly after.

 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.

FREQUENTLY ASKED QUESTION:

Question: Why can’t you issue a refund or send a replacement while the lost item claim is being investigated?

Answer: Because in most cases (about 99%), FedEx eventually locates and delivers the package. We must wait for FedEx to confirm that the item is officially lost before issuing a refund or sending a replacement. In the past, when we sent replacements too soon, the original packages often showed up shortly after—leaving customers with two expensive items and return shipping costs. Due to the high value of our products and shipping expenses, we must wait for FedEx’s final decision before taking further action.

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.

In the case that your shipment is lost or damaged in transit, YOU ARE RESPONSIBLE FOR FILING THE CLAIM WITH FEDEX. BOATSTOGO.COM IS NOT RESPONSIBLE FOR LOST OR DAMAGED PACKAGES DURING TRANSIT.

BOATSTOGO.COM IS NOT RESPONSIBLE FOR SHIPMENTS SENT TO FORWARDING SERVICES OR COMPANIES, REGARDLESS OF THE SHIPPING METHOD SELECTED. IF YOU PLACE AN ORDER USING A FORWARDING ADDRESS, YOU ARE FULLY RESPONSIBLE FOR CONTACTING YOUR FORWARDING COMPANY OR SERVICE TO LOCATE YOUR SHIPMENT.

BOATSTOGO.COM IS ALSO NOT RESPONSIBLE FOR WEATHER-RELATED DAMAGE OR DELIVERY DELAYS. ONCE YOUR PACKAGE LEAVES OUR FACILITY, IT IS UNDER THE CONTROL OF FEDEX AND BEYOND OUR CONTROL.

PLEASE ENSURE YOUR SHIPPING ADDRESS IS CORRECT BEFORE PLACING YOUR ORDER. BOATSTOGO.COM IS NOT RESPONSIBLE FOR PACKAGES SENT TO INCORRECT ADDRESSES PROVIDED BY THE CUSTOMER.

PLEASE NOTE THAT IF FEDEX REPORTS AN ITEM AS DELIVERED, WE MUST RELY ON THEIR DELIVERY CONFIRMATION AS FINAL.

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DO NOT refuse to accept the package, unless damage to the product itself is severe, clearly visible, and can be documented with set pictures. In that case, please take pictures of damages and packages before refusing. Please note that FedEx insurance only covers the content of the package inside the box, but not shipping cartons itself. Therefore, if the item refused is only based on visual condition of packaging materials, such as rips or holes in a carton, but the content inside is not damaged, customers will be responsible for original shipping charges, plus for the shipping charges back to us, since FedEx does not deliver the refused packages for free of charge. If no damages present with a product inside the shipping box, we will not be able to file a damage claim with a FedEx, even if the box is ripped up or looks all beat up. We strongly suggest accepting the shipment, because if there are actual damages discovered after the box was delivered, damage claims with FedEx can still be filed within 20 days.