Shipping
We believe in letting our customers choose the shipping carrier that best meets their needs. To that end we continually evaluate the services that various carriers offer, and present you with several shipping options. Currently we ship via UPS, DHL or USPS.
You can view your shipping estimate at any time prior to checkout. Simply place items in your shopping cart then hit the SHIPPING ESTIMATOR button at the bottom of the page. We have real-time quotes tied directly into our system to provide you with the most accurate shipping information available.
We make every attempt to ship orders the same day they are received, if they are placed online before noon (Eastern Time) Monday through Friday. Orders placed before 9am on Saturday have an excellent chance of being shipped the same day, but only if you choose USPS Priority Mail as your carrier.
Orders received in the afternoon on Friday, or on the weekends, if shipped via DHL or UPS, cannot be shipped until Monday because UPS and DHL don't pick up packages on the weekend. Please take this into consideration when specifying expedited shipping requests at the end of the week.
It is our policy to notify you via email when we are unable to fill your order completely for any reason. We will do our best to inform you of the anticipated ship date for your order at this time, based on information that we receive from our suppliers. We do try to keep all items in our catalog in stock at all times - however this is not always possible.
Phone orders are subject to an additional processing delay, since we have to manually enter your order into our system. Please understand that our web site is built to assist you in placing your order yourself - although we are happy to help you at any time should you need assistance.
Partial Orders
If we are out of stock on some items in your order, and you request that we break your order into multiple shipments, we will gladly do that for you. You will need to pay the shipping costs for each individual shipment, as we run on very slim margins and do not run shipping and handling as a profit center. We only charge you what it costs us to ship your items plus a small packaging fee. There is no padding built into our cost model to ship any partials later at our expense - as many of our competitors will do. We hope you appreciate our attempts to keeps your costs low in this regard.
When we ship a partial order, we will only charge you for the items being shipped that day plus shipping and handling charges. If you paid via a credit card you will only be charged for the actual costs for that partial shipment. If you paid via PayPal, your PayPal account will be refunded for any items not shipped.
When the balance of your order is ready to ship, we will send you an email notice unless we have already received shipping instructions for the second half of your order. If you paid via PayPal for the first partial shipment, we'll send you a PayPal invoice for the balance due which will include shipping and handling charges for the second shipment. If you paid via a credit card for the order, we will simply charge that same card for the second shipment.
You can view the status of your orders at any time by logging into your account on our web site. Please open the orders in the My Account section that are of interest to you, and view the comments within the order for the latest status.
Order Add-ons
If you decide to add items to an order you just placed, we encourage you to write us and CANCEL the first order, then simply submit a new order in it's place to avoid potential mistakes in your modified order. We will not charge your credit card for the first order, since we only charge you when we actually ship your order.
If you place more than one order at a time, we will do our best to combine them prior to shipment and reduce your total shipping costs. It is important that you mention that you would like us to combine your new order with a previous order however, as we receive a large number of orders each day and can certainly miss the fact that you have two outstanding orders. To do this, include a note in the COMMENTS section at checkout, asking us to combine the orders if possible.
Custom Club Orders
As most of our clubs are built to order, we will generally ship them within 48-hours. There may be delays associated with custom components, seasonal peaks or stocking issues; and should these be significant, we will contact you on receipt of your order. You can always check the status of your order in the "My Account" area of the online store. All custom built clubs must be insured when mailed, please see the specifics below.
International Shipping
Shipping Estimates: Simply put the items in your shopping cart, then hit the SHIPPING ESTIMATE button at the bottom of the page. This will provide several shipping options and their approximate costs, based on a real-time data feed from the various carriers.
International orders may have additional custom charges assessed on your order, depending on the country. These charges are beyond our control, and we have no way of predicting what these charges will be. They will be charged to you by the carrier when you receive your items.
Shipping via UPS: In certain cases, particularly to Canada, UPS will charge a "brokers fee" in addition to what you will pay us for shipping. That fee will be collected by UPS at the time of delivery. We have no control over that fee, will not see any part of it, and do not know what it will be. More information please visit the UPS Web Site.
Shipping via USPS: Depending on which service you select, delivery may take anywhere from 3-days to 8-weeks. We can not give you an accurate delivery date. We recommend that you check your local post office every few days (around the estimated delivery date), and let them know you are expecting a package from the US. In most cases of delayed delivery, we have found that the package is left at the local post office waiting for the owner to claim it.
USPS FIRST CLASS MAIL International -- means we put a stamp on the package along with your address. There is NO tracking via this method. The customer accepts total responsibility for the package arriving. We are not liable for any loss or damage, neither is the postal service. Delivery time can range from 5-business days to a month or longer.
USPS PRIORITY MAIL International -- this method allows the package to be TRACKED and INSURED. It is "typical" for the package to take 5-10 business days to arrive, but not a guarantee. These packages leave the USA in one business day, then they are in control of the receiving country.
USPS EXPRESS MAIL International -- this method is the fastest the USPS offers. The package can be TRACKED and INSURED, and the postage automatically covers $100 in insurance. The "typical" delivery time is 3-5 business days, but not a guarantee. These packages leave the USA in one business day, then they are in control of the receiving country.
IMPORTANT: All custom built clubs MUST be insured when mailed. Why? If a package is shipped without insurance, the customer (ie: you) accepts 100% of the risk if the package is lost or damaged. We (myOstrichGolf) are not liable for anything that is lost or damaged during transit, since we are not delivering the package -- the carrier is. If you insist on using a shipping method that does not allow insurance, you will accept the risk if any portion of your order is damaged, or if your order is lost. myOstrich Golf will not be liable to replace or repair any portion of the order.
After mailing thousands of packages all round the world, we have discovered that packages DO get lost, and they DO get damaged ... independent of which carrier you choose. For something as important as a custom-built golf club, we believe it is worth a dollar or two to guarantee that it arrives safe and undamaged.
Tracking and Insurance
If you decide to use UPS or DHL, you will automatically be provided a tracking number for the package.
Using any of the USPS services, tracking and insurance is NOT automatically provided. If you wish to be able to track your package, please ask us to include TRACKING services in the Comments field of your order, and we will add these costs to your order prior to shipping.
Damages
If you should receive damaged goods, please contact the shipping agent and address the damages directly with them. They will generally need to inspect the shipping containers to honor their insurance claim, so please be sure you follow all of their instructions carefully, as we cannot honor replacement requests for goods damaged in shipping without specific instructions from the shipping agent.
Returns
No returns will be accepted without a Return Authorization number (RA). To receive an RA, please contact us using the link in the Information box on the left. State the reason for the return, request a Return Authorization number, state your name and order information and wait for a response before returning any merchandise. We will review your request and provide you with an RA and return instructions as soon as we can.
You are responsible for shipping and insurance costs on all returns unless we specifically inform you otherwise. Only product purchase prices will be refunded - shipping and handling fees will not be refunded.
A minimum 20% restocking charge will be levied on all returns of unused customized items. A higher charge may also be levied under certain circumstances.
Unused NON CUSTOM items may be returned for any reason within 60-days of purchase, subject to an optional 10% restocking charge depending on the item.
Used items may be returned if they are damaged during normal use, and the damage is a result of defects in materials or workmanship. myOstrich Golf warrants all of it's merchandise for one year from the date of purchase unless otherwise stated, however you may void this warranty if you damage your equipment through obvious misuse or abuse.
myOstrich Golf reserves the right to refuse to accept a return under these or any other conditions. |
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