Terms, Conditions, Policies & Procedures
EFFECTIVE: JANUARY 1st, 2009
LAST UPDATED: MARCH 1st, 2009
STATEMENT OF FAITH
First and foremost, despite this being a business dedicated to you the customer, all of us here at Fishermen's Heaven serve an even higher power, one that requires a level of honesty, dedication and faith rarely found in business today. While it is our goal to provide you with the best in products from Christian manufacturers, we can make no guarantees as to this fact nor do we only sell to those who know Jesus Christ as their savior. In fact, Fishermen's Heaven is an equal opportunity provider of great quality products which can be purchased by anyone 18 years or older, no matter their religious affiliation, race, creed, sex or skill level at fishing. We will not knowingly discriminate against anyone for any reason and welcome all who wish to support us with their patronage.
That being said, we also realize we live in a world of "wolves dressed in sheep's clothing" and to ignore that fact would be naive and foolish. For our protection as well as yours, we have set standards for both you the customer as well as Fishermen's Heaven the seller to work towards and adhere to. Therefore, we ask for your understanding as you read down thru a long list of terms, conditions, policies and procedures:
LOWEST PRICE GUARANTEE
If you find a lower price, that can be confirmed, in which Fishermens Heaven can independently verify that the comparison is “apples to apples” exact, on any product we offer, we will not only beat that price by 5%, we will issue you a Reward Gift Certificate for the value of the difference plus 10% if you complete the order thru Fishermens Heaven. This certificate would be issued to you to use on any subsequent purchase at our store or online within 90 days of the original purchase that caused the certificate to be awarded. One of our biggest responsibilities as your Christian tackle provider is to eliminate any concern for “price checking” by assuring you that by choosing Fishermens Heaven, you are GUARANTEED to be getting the lowest prices available anywhere. The only rules that apply to this guarantee are that we must be able to verify the lower price, that the comparison is of identical retail items and that it is being offered by a legitimate authorized dealer within the Continental USA. Lower price claims that you present that cannot be documented by you nor that can be confirmed independently by Fishermens Heaven will not be honored. To file a claim, provide all proof to customer-service@fishermensheaven.com.
ORDER PROCESSING PROCEDURES
If you find that you are having a difficult time selecting items for your shopping cart or checking out upon completion of your order, you may find it necessary to change your browser cookie settings to Medium or Lower on the Tools>Internet Options>Privacy Tab security settings of your Internet Explorer. If you find you are not receiving e-mail confirmations, you may need to authorize e-mail from customer-service@fishermensheaven.com as your internet service provider, spam filter or virus protection software may be blocking these legitimate e-mails.
CHANGING / CANCELLING ORDERS
With the speed of online order fulfillment, there is a high likelihood that your purchase will have already been processed and shipped, making it almost impossible to facilitate any changes or cancellations. That being said, please contact us IMMEDIATELY at customer-service@fishermensheaven.com if there is a problem and our staff will do whatever is possible to accommodate your request, if the order has not already been processed.
SHIPPING
CHANGING / CANCELLING ORDERS
With the speed of online order fulfillment, there is a high likelihood that your purchase will have already been processed and shipped, making it almost impossible to facilitate any changes or cancellations. That being said, please contact us IMMEDIATELY at customer-service@fishermensheaven.com if there is a problem and our staff will do whatever is possible to accommodate your request, if the order has not already been processed.
MULTIPLE PACKAGES
On orders consisting of products from multiple manufacturers, or in the case of orders such as those with oversized items such as rods, tackle boxes, heavier items, etc… you may receive multiple packages per order, as deemed necessary by Fishermen's Heaven store staff. This is done to insure either speed of fulfillment processing due to in-store backorders, to ship product out of various regional distribution centers, to utilize brand new direct vendor or factory stock or to preserve the quality of the merchandise where the chance of breakage is deemed as a possibility. However, we CANNOT ship to MULTIPLE LOCATIONS within one single order as everything must be shipped to the same address. If you want different items shipped to separate addresses (gifts for family or friends, hotel locations for tournaments, work locations, etc), you will need to place and process separate orders for every new address.
BACKORDERS
Fishermens Heaven prides itself on its fill rate, one of the best in the industry at over 98% but in the rare instance where we are out of stock on a peg for an item, you decision, as indicated by the option you chose at check-out, will be honored. If you chose, keep backorder open until filled, we will keep order open and pending until item comes in from supplier. If items equate to more than 50% of total order, we will hold order until backorders come in and allow us to ship complete. If you chose, keep backorders open for 30 days, we will keep order open and pending until item arrives OR until 30 days passes, at which time, we will contact you and wait for electronic or written notification of whether you want to extend backorder out to open until filled, keep backorder open for another 30 days or cancel order and have complete refund of non-shipped portion sent out. Finally, if you chose cancel all backorders , we will apply an immediate refund of only the cost of the product we were not able to ship and proceed to send remaining items within order that were available.
SHIPPING - STANDARD GROUND
All shipments will go out standard ground, unless you choose one of the other available quicker options such as Priority or Express. Standard Ground, depending on your zone, is taking anywhere between 7-15 business days. Please note that Fishermens Heaven is NOT capable of controlling outside vendors such as shipping carriers and therefore we cannot guarantee package arrival times. What we can guarantee is that for those customers who choose Standard Ground, we will endeavor to do everything within our power to have that package ready for the carrier to pick up within 4 business days, often times much faster than that. In addition, we will be happy to provide tracking information, wherever possible and provided by that carrier. If you need a more expedited “out the door” time frame, please consider choosing one of the other available quicker options.
While some tackle shops offer FREE SHIPPING, nothing in life is ever free, please be smart enough to realize that if they are doing that, YOU are paying for it within your order someplace else. Why? In business, no matter who you are, shipping is considered a HARD COST, both to get product into the store as well as to ship that product to you, the customer. As dealers and tackle store owners, We ALL have to pay for shipping and handling and/or account for it somewhere in our expenses or loss of profits. In a business like fishing tackle, which traditionally has always had small margins, offering FREE SHIPPING can bury most dealers, making it impossible for us to stay in business in today’s tough economic times. We ask that you would respect the fact that we keep our OVERALL Retail Prices well below the average online tackle provider and don’t choose to be dishonest by hiding so-called free shipping while charging more for the item to cover that “hard cost of shipping” we talked about earlier.
With that being said, as a reward for faithful long term customers who are serious about their loyalty to Fishermens Heaven and all that we stand for, we are willing to offer a REBATE GIFT CERTIFICATE in the amount of the cost of all STANDARD GROUND shipping charges for all orders valued at over $100.00 MSRP product cost (not the total final charge and not valid if a coupon code or discount was applied to that specific order). This REBATE GIFT CERTIFICATE can be utilized on any future in-store or on-line order from Fishermens Heaven within 90 days from the date of the original generating order.
SHIPPING - EXPEDITED PRIORITY
We offer expedited order processing as well as quicker delivery times than standard ground. For those customers choosing the PRIORITY shipping option, Fishermens Heaven will do everything in their power to process your order, having it ready for the carrier to pickup within 2 business days of you having placed the order, often times much faster than that. PRIORITY, depending on your zone is taking anywhere from 3-5 business days for arrival to you, and that time starts once the carrier has officially picked up the package(s) from Fishermens Heaven. Again, we cannot be responsible for packages and delivery times once the carrier has them but we will be happy to provide tracking information, whenever the carrier provides that info to us. Except for the additional cost of the shipping, Fishermens Heaven does not charge for the expedited pick and pull processing portion of this service. Costs are calculated as shown when selected, based on the real rates as provided by the carriers.
SHIPPING - 2 DAY EXPRESS and/or OVERNIGHT GUARANTEED
For those customers choosing the EXPRESS shipping option, who place their orders by no later than 10:00am C.S.T., Fishermens Heaven will GUARANTEE to process your order within 4 hours from the time we receive it, having it ready for the carrier to pick up that same business day. From there, arrival to you we CANNOT guarantee, as we have no control over these outside third party carriers BUT the carrier themselves may make a GUARANTEE which of course we would expect them to honor and for you to hold them to. Availability of OVERNIGHT GUARANTEED is totally dependent on the zip code of where the package is being sent but EXPRESS has been pretty reliable to arrive within 2 business days anywhere within the Continental USA. There is even the possibility of arrival for Saturday delivery, if that option is needed, selected and paid for. Again, please realize that time of delivery starts once the carrier has officially picked up the package(s) from Fishermens Heaven and from there, we are not responsible for packages and delivery times or guarantees once the carrier has the package(s). If there is any challenge in late arrival, we highly recommend and will support you with documentation where possible, to file a direct claim against the carrier but per the carriers rules, you, the recipient, must be the one to start the process. We will be happy to provide tracking information, whenever and wherever the carrier provides that info to us.
INTERNATIONAL SHIPPING
We will ship to internationally verified addresses outside the continental United States but you will NOT be able to utilize our automated online checkout order processing system. Instead, once you have selected the item(s) desired, follow the link to the first checkout page and click on "INTERNATIONAL ORDER". This will lead you to an itemized order sheet which you will need to e-mail to customer-service@fishermensheaven.com for further shipping, exchange rate and processing calculations. Our staff will then e-mail you back an exact quote which you MUST pay via UNITED STATES CURRENCY funds, preferably via our secure PayPal linked invoice which you would be e-mailed. For countries where payment by credit card thru PayPal is not possible, you the customer, would need to send a certified bank cashier’s check or international money order and your order would not be released for shipment until that payment was authenticated and cleared depositing into our bank account. All shipping, special upgrades and oversized (longer than 106cm) or overweight handling charges are responsibility of buyer. All duty, customs and import taxes are NOT PREPAID and are the sole responsibility of the buyer. Since so few insurance claims are honored by foreign countries, Insurance on shipments is NOT an option. In addition, Fishermens Heaven will have met its burden of proof of shipment where it can provide a stamped and dated customs declaration form and/or receipt from the shipping carrier. Unfortunately, no tracking information is provided to Fishermens Heaven by these outside carriers and therefore no arrival times can be guaranteed for any international shipment.
INSURANCE
If you, as a customer within the Continental USA of Fishermen's Heaven, do not select and pay for adequate insurance for your shipment, we will assume you do not want shipment insured. By placing your order, you agree to the fact that Fishermens Heaven will have met its burden of proof of shipment to you of your package where Fishermens Heaven can provide documented online delivery receipt confirmation from the shipping carrier of delivery of the package(s) to you the customer. In a world of multi-tasking, third party vendors and changing common carriers, we find it better to be safe than sorry and thus, highly recommend the purchase of insurance. If you DO pay for insurance and an item does arrive damaged, please contact us within 24 hours at customer-service@fishermensheaven.com with all the details so we can begin the process of helping you file the claim with the carrier. Per the rules of the carrier, YOU, the receiving customer, are the responsible party for initiating the filing of the claim. In the event of the arrival of damaged product, YOU are responsible for keeping all ORIGINAL packaging as well as paperwork as it will be needed to verify authenticity of claim with the carrier. Without documentation, your claim will not be filed.
RETURNS
It is Fishermen's Heaven corporate policy to provide 100% customer satisfaction. If an item you received was NOT what you ordered, Fishermens Heaven will provide return shipping costs plus the correct product being shipped out to you as soon as receipt of the wrongly shipped product is recorded back at the Fishermens Heaven store. If an item from your order does not meet your expectations but was not because of a mistake by Fishermens Heaven, please e-mail us at customer-service@fishermensheaven.com with your order number as well as a detailed description of the challenge you have had and our staff will respond with best way to resolve the problem. Some manufacturers require items be sent directly to factory of origin for replacement, repair or warranty coverage or they may ask us as the dealer to help them fix the problem by replacing the item for them, from our store stock, in which case they will usually provide reimbursement for return shipping via ground parcel post. If you as the customer made a mistake in your ordering, we still want you to be satisfied and would be happy to help you rectify the mistake where possible. Simply contact us at customer-service@fishermensheaven.com with an explanation of the mistake and what you would like to do and one of our staff will direct you as to the best way we can help you to resolve the problem. In these cases, return charges are the responsibility of the customer as well as any additional costs we might incur in helping you resolve the mistake. For your protection, please insure all packages being returned as we are not responsible for lost, damaged or COD returns. Any credits, if authorized and determined due, will be issued once the item is received in re-stockable condition. Please note that refunds or credits processed back to you will be done via the method of payment of the original purchase and may not appear for one to two billing cycles, if that original purchase was done per your credit cards procedure.
WARRANTIES
All items sold via Fishermen's Heaven are covered by warranties against defects in workmanship and/or materials. These types of problems almost always occur within the first 3-5 uses. Damage occurred from abuse, misuse or general long term wear and tear should not be submitted as warranty issues. Any item being submitted for warranty claim MUST be PRE-AUTHORIZED by manufacturer as well as submitted for inspection and therefore overrides any return policy Fishermen's Heaven would have. For warranty claims or questions, please feel free to contact customer-service@fishermensheaven.com.
CREDIT CARD CHARGES
Your credit card will be verified and charged the full amount upon completion of checkout. In the event you choose to use a debit or check card, the processor may require a hold of funds for 3 business days which would delay shipping. Upon transfer of funds, you will receive an e-mail confirming your order as well as acting as your receipt. In the event of an unfortunate backorder, your credit card will NOT be credited, then recharged once the backordered item is shipped. Most delays are minor and can be resolved in a timely manner so to avoid any confusion of double charges and/or credits, we charge the full amount for each order up front. We utilize the secure power of one of the nation's best and largest credit card processors by routing all credit card purchases thru a service called PayPal. That way, we here at Fishermen's Heaven never have access to any of your personal payment information or account numbers, safe for us, safe for you, the buyer. Any payment information is strongly encrypted via industry standard protocols, making it extremely difficult for anyone to intercept and misuse any data being transferred between your computer and these servers. If you still do not fill secure about paying with a credit card online, we would be happy to accept your bank cashier’s check, money order or personal check (latter requires 10 business days for bank clearing), just process your order as normal and under the checkout payment options, select Check or M/O, and e-mail order to us at customer-service@fishermensheaven.com.
PRIVACY POLICY
You as a customer of Fishermens Heaven are GUARANTEED online privacy as well as security throughout your entire transaction. Your personal information will never be sold to any third party and is only shared with those trusted third parties we must utilize to fully process your order such as a factory, supplier, shipping carrier or payment transaction processor and then only to the extent of a “need to know”.
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