FAQ

Our products serve a wide range of marine enthusiasts and professionals:

• Boat owners maintaining or upgrading their vessels
• Marine technicians sourcing professional-grade equipment
• Off-grid explorers needing reliable power solutions
• Fishing enthusiasts requiring livewell/bait systems
• Commercial marine operations

Our marine equipment stands out through:

• Saltwater resilience: Corrosion-resistant materials for harsh marine environments
• Precision engineering: Including our proprietary PCB assemblies
• Installation-ready: Comprehensive guidance with every product
• Field-tested reliability: Solutions refined through 39 years of marine industry experience

Consider these factors:

• Boat size and water displacement
• Automatic vs manual operation needs
• GPH (gallons per hour) rating requirements
• Power source compatibility (12V/24V)

Our product descriptions include sizing guides, or email our technical team with your vessel details for personalized recommendations.

Our smart battery chargers are designed for minimal maintenance, but we recommend:

• Quarterly terminal cleaning with marine-grade protectant
• Annual firmware checks (for smart systems)
• Visual inspection after extreme weather conditions

Each unit ships with model-specific care instructions.

We offer both intermittent-use and continuous-operation models. Key considerations:

• Look for “24/7 rated” in the product specifications
• Ensure proper ventilation space as per installation manual
• Consider fuel type compatibility (diesel/electric)

Our heating specialists can advise on the best solution for your living space.

We accept all major payment options for your convenience:

• Visa
• MasterCard
• JCB
• PayPal

All transactions are securely processed with SSL encryption.

Order modifications are possible if your order hasn’t entered processing (within 1-2 business days). Contact [email protected] immediately with your order number and requested changes. We’ll make every effort to accommodate your request.

Yes! Marine professionals and commercial operations can apply for our trade program featuring:

• Volume pricing
• Dedicated technical support
• Priority processing

Email our commercial team for application details.

We offer two reliable services:

1. Express Shipping (£12.95):
   • 1-2 day processing
   • 10-15 day delivery via DHL/FedEx
   • Full tracking from warehouse to dock
2. Free Standard Shipping (Orders >£50):
   • 1-2 day processing
   • 15-25 day delivery via EMS
   • Tracking updates at major transit points

Pro Tip: Combine orders with fellow boaters to reach the £50 free shipping threshold.

We deliver globally except certain remote Asian regions. During checkout, our system will automatically confirm if we can ship to your location. For special circumstances (expeditions, remote marinas), contact us before ordering.

Every shipment receives our signature marine packaging:

• Saltwater-safe moisture barriers
• Anti-vibration cushioning
• Corrosion-inhibiting wraps for metal components
• Waterproof documentation pouch

Our packaging has been tested to withstand 30 days in humid transit conditions.

Our satisfaction guarantee allows returns within 15 days of receipt:

• Items must be unused, in original packaging
• Return shipping is at customer’s expense
• Refunds processed within 5 business days of receipt

Contact [email protected] to initiate returns. Exception: Custom-configured systems may be non-returnable.

While rare due to our robust packaging, if damage occurs:

1. Photograph the packaging and damage
2. Do not discard any packaging materials
3. Email evidence to [email protected] within 48 hours

We’ll arrange replacement shipping at no cost to you.

Yes, warranties vary by product category:

• Pumps: 2-3 years depending on model
• Battery Systems: 18-36 months
• Electronics: 1-2 years

Warranty documentation is included with each product. Registration is not required but recommended for faster service.

Every physical product includes:

• Printed quick-start guide
• Comprehensive digital manual (on USB or download link)
• Whale Shop support contact information

Can’t find your instructions? Search our online resource library or email us for replacement documents.

Our Peterborough-based marine experts provide:

• Email support with 24-hour response guarantee
• Troubleshooting flowcharts for common issues
• Video tutorials for complex installations
• Warranty claim assistance

For urgent matters, include “URGENT” in your email subject line.