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:

Do not discard the shipping box before inspecting the item. Please verify the boat model and color listed on both sides of the box before opening it. Keep the shipping box intact until you are certain that the product is undamaged, functions as expected, and includes all parts. If you plan to return or exchange the item, the original shipping carton must be preserved to file a damage claim with FedEx or to return the product for a refund or replacement.

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: Please note that damages to outer shipping carton DOES NOT constitutes damages to product itself. Shipping card board might shows sings of severe damage, or beating, squashed corners, and even have holes in it, but it DOES NOT mean that product itself is damaged inside that shipping carton. Because, product is well protected. If customer return product solely based on a condition of outer shipping carton, and our inspection shows that there are no damages to actual product inside that carton, customer will be responsible for ALL associated shipping fees related to original and return shipping charges. Please note that FedEx shipping insurance policy only covers product inside box, not outer card board. Therefore only damages to actual product itself are subject to FedEx damage claim.

There are 2 ways shipping damages can be handled. In both options, please take good resolution pictures of damage close up, overall picture of product with location of damage visible, and pictures of shipping carton, with damages to packing visible.

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."

1. 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.
2. 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.
3. 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.
4. 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.
5. 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.
6. 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.
7. 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.

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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 keep in mind that FedEx may take up to 21 days to process a lost item claim. During this time, they will either deliver the item or declare it lost. Unfortunately, we are unable to issue a refund or send a replacement until FedEx confirms the item is lost and sends compensation. Once we receive this confirmation, we will promptly offer you a refund or send a replacement. Thank you for your patience and understanding, and we are always here to help in any way we can!

FREQUENTLY ASKED QUESTION:

Question: Why can’t you just refund or send item if lost item claim was filed?

Answer: Because, in most cases, 99%, FedEx does locate item and deliver it. We need confirmation from FedEx that item is lost, before we can issue refund or send new item. It did happened in a past, that we had sent replacement item to the customer, just for original, lost package, to arrive next day. In this situation customer end up having 2 expensive products, and had to cover shipping back for duplicate item. Therefore, given high cost of goods and shipping, we are unable to offer that option. 

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 TO FILE THE CLAIM WITH FEDEDX. BOATSTOGO.COM IS NOT RESPONSIBLE FOR LOST PACKAGES DURING TRANSIT! BOATSTOGO.COM IS NOT RESPONSIBLE FOR SHIPMENTS SENT TO FORWARDING SERVICES OR COMPANIES REGARDLESS OF SHIPPING SERVICE SELECTED, IF YOU PLACE AN ORDER AND YOUR SHIPPING ADDRESS IS A FORWARDING ADDRESS YOU ARE RESPONSIBLE FOR CONTACTING YOUR FORWARDING COMPANY OR SERVICE TO LOCATE YOUR SHIPMENT.

BOATSTOGO.COM IS ALSO NOT RESPONSIBLE FOR WEATHER RELATED DAMAGE OR DELAYS! ONCE PACKAGE LEAVES OUR HANDS IT IS COMPLETELY OUT OF OUR CONTROL! IT IS IN FEDEX CONTROL.

Please make sure your address is correct before placing order. BoatsToGo.com will not be responsible for incorrect addresses.

Please note that if FedEx claim item as delivered, we have to go with what FedEx reports to us.

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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.