At Whale Shop, we understand the critical nature of marine equipment for professionals and enthusiasts alike. Our shipping and returns policies are designed with the same reliability you expect from our premium marine products.

Shipping Information

Order Processing

All orders are processed within 1-2 business days (excluding weekends and holidays). You will receive a confirmation email with tracking information once your order ships.

Shipping Methods & Delivery Times

We offer two shipping options to meet your marine equipment needs:

  • Standard Shipping (£12.95):
    • Carrier: DHL or FedEx
    • Delivery time: 10-15 business days after dispatch
  • Free Shipping (orders over £50):
    • Carrier: EMS
    • Delivery time: 15-25 business days after dispatch

Note: We ship globally except to certain Asian countries and remote regions. Delivery times may vary depending on customs clearance in your country.

Returns & Exchanges

We stand behind our marine equipment with a 15-day return policy from the date of delivery. Please review the following guidelines carefully.

Eligibility Requirements

To be eligible for return or exchange:

  • Item must be in original condition – unused with all original packaging
  • Electrical items (battery chargers, management systems) must pass safety inspection
  • Original proof of purchase must be included

Non-Returnable Items

For safety and hygiene reasons, we cannot accept returns on:

  • Custom-cut hoses and fittings
  • Inspection ports with vessel-specific modifications
  • Opened live bait tank and livewell pump systems
  • Electrical items with broken safety seals

Return Process

Step 1: Initiate Your Return

Email our marine support team at [email protected] with:

  • Your order number
  • Product name and quantity
  • Reason for return
  • Whether you prefer exchange or refund

Sample Email:

Subject: Return Request – Order #[Your Order Number]

Dear Whale Shop Team,

I would like to request a return/exchange for my recent purchase:

Order Number: [Insert] Product Name: [Insert] Quantity: [Insert] Reason: [Product Issue/Change of Mind/Incorrect Item] I prefer: [Refund/Exchange for (specify product if known)]

Please advise next steps.

Best regards,
[Your Full Name] [Your Contact Number]

Step 2: Receive Return Authorization

Within 2 business days, we’ll email:

  • Return authorization number
  • Shipping instructions
  • Prepaid return label (for defective items only)

Step 3: Package and Ship

Securely package items using original materials. Include:

  • Completed return form (from your original shipment)
  • Copy of your invoice
  • All original accessories and documentation

Step 4: Processing

Allow 3-5 business days for processing after we receive your return. We’ll email confirmation when complete.

Refund Information

Timing: Refunds process within 3 business days after return approval.

Methods:

  • Original payment method (5-10 business days to appear)
  • Whale Shop credit (immediate)

Important: Original shipping fees are non-refundable. Return shipping costs are the customer’s responsibility unless the return is due to our error.

Exchange Process

For exchanges:

  • Follow standard return procedure
  • Specify replacement product in your request
  • We’ll ship the new item once the return is received
  • Price differences will be charged/refunded as needed

International Returns (Outside UK)

Additional considerations apply:

  • Mark package as “Returned Goods” to avoid customs charges
  • Original shipping fees and import duties are non-refundable
  • Return shipping costs may be higher for heavy marine equipment

Urgent Marine Returns

Our team understands the critical nature of marine equipment. For urgent return requests affecting vessel operations:

  • Mark your email with “URGENT MARINE RETURN”
  • Include your vessel identification if applicable

For any questions about our shipping or returns policy, contact our marine support team:

Email: [email protected]
Phone: +44 (0) [PHONE NUMBER]