Corporate FAQ

About Us

FAQ ABOUT DIVE GEAR EXPRESS

Health and safety is always our highest priority. Currently, while we are again allowing local customers to enter our store, following recently updated CDC guidelines for areas of substantial or high transmission (such as South Florida) we are also asking all our customers to wear a mask inside our store, regardless of your COVID-19 vaccination status. Otherwise, please order online for contact-less Curbside Pick-up.

We thank you for your continued support, understanding and patience as we face these on-going challenges.

Yes, we are an authorized dealer for everything we sell, and all products purchased through Dive Gear Express are backed by the branded manufacturer limited warranty.

Yes, those products fulfilled by us on the Amazon.com website are the same as those sold on our website. However, because of limitations with Amazon, many of our products and packages are not listed on Amazon. Also, be aware that Amazon product descriptions and photography (over which we have very limited control) may be out-of-date or incorrect. In some cases the final price may be different because of shipping charges and sales taxes imposed by Amazon. In support of their A-to-z Guarantee, Amazon requires that all orders and communications regarding orders placed through Amazon.com must flow through Amazon systems which may also slow or limit our customer service on those orders. We do not "spam" our customers, however if the Amazon buyer has chosen to opt out of receiving messages from Amazon sellers, we may be unable to communicate with the buyer to complete orders or resolve customer service issues.

Products and packages ordered directly from our website may have a wider selection of configuration, shipping and customer service options. Our detailed product descriptions and photography are accurate representations of what you will receive. In addition to the usual bank card choices, our website also accepts PayPal, Apple Pay, Google Pay, Zelle, and Venmo. Dive Gear Express does not "drop ship" orders via third parties, all orders are shipped directly from our Florida warehouse. Orders shipped outside Florida are not assessed state sales tax. During business hours we answer telephone calls or reply to chats immediately and e-mails in a few minutes, otherwise we reply promptly the next business day. We are proud of the five-star customer service rating awarded by Google Reviews to our website.

At Dive Gear Express, we adopt newer technologies sooner rather than later in order to follow 'best practice' to help protect the privacy of the information you share with us. That means we have taken measures to assure that no electronic storage, processing, or transmission of sensitive cardholder data occurs on our systems and our staff never have access to your complete primary account number information at any time under any circumstances. We host only on professionally managed secure servers that are co-located in world class data centers.

While no technology can guarantee security of information from cyber attack, we want you to know Dive Gear Express takes our responsibilities for the security of our relationship with you very seriously.

We are located in Pompano Beach Florida, U.S.A., about {20 mi | 30 km} north of Fort Lauderdale Int'l Airport and {40 mi | 60 km} north of Miami Int'l Airport. In addition to in-store purchase or pickup (see in-store mask policy), we also offer contact-less curbside delivery of pre-paid on-line orders to your car at our Pompano Beach store. See Curbside Pickup for details.

Sales and customer service are staffed weekdays Monday through Friday from 9:00 AM to 4:30 PM Eastern Time. We are always closed on Saturday and Sunday. Outside regular business hours, you can expect a prompt reply as soon as possible on our next business day.

Dive Gear Express is closed on major U.S. holidays that fall on weekdays when all domestic carriers are not operating or operating on limited services: New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day. We also close in the early afternoon on Christmas Eve and New Year's Eve when they fall on weekdays.

We want all our products to be a great value so we present our lowest price everyday to everyone and we are proud of our five-star quality customer service. Because our prices are always as low as possible, we are unable to have "holiday sale" discounts. Of course our suppliers may offer limited time promotions around the holidays and we always pass those promotions along to our customers. Special purchase and clearance inventory can be found year-round in our Bargain Annex.

In a few cases, where dive equipment manufacturers prevent us from showing you our price in the U.S. below their specified fixed minimum amount (known as a Minimum Advertised Price or MAP), you may see a lower "in-store" price in our shopping cart if you first Register and/or Sign In to your DGX customer account on our website.

Once you Sign In to your free DGX customer account, our prices are the same good value whether you shop online, our physical location, or call us. You may order with confidence that you haven't missed any discounts, coupons or promo codes.

Yes, we are a highly specialized local dive shop as well as an e-commerce retailer. In-store or online, your orders at Dive Gear Express are professionally and efficiently fulfilled by our five-star quality customer service team who specializes in serving the experienced sport and technical diver... along with those who want to become one. Who we are online is strongly influenced by the unique nature of our local Southeast Florida dive shop.
Our Southeast Florida location is ground zero for some of the best and most varied warm water diving in North America. We are just a few minutes boat ride from the only barrier reef in the continental US with over 100 shipwreck dive sites and only a few hours drive from some of the best cave diving in the world. For more information on our local diving in Broward and Palm Beach counties, please visit our Southeast Florida Diving Logistics page.

Dive Gear Express has a five star rating from verified customers based on our Google Customer Reviews collected directly by Google and available on their website. We also gather individual Product Reviews from our customers via a randomized e-mail form sent directly to their inbox shortly after they receive their order and those reviews are available on our website in the specific page of the related product.

To make our product reviews authentic, useful and on-point they are curated. Dive Gear Express does not offer any form of compensation for reviews and does not accept reviews except from our verified buyers of the product being reviewed. We also don't normally publish product reviews that are just about our company ("great seller", "shipped on time", etc), shipping issues such as carrier transit delays, or a brand in general rather than useful information about the specific product to which the review is attached.

We are very dedicated to quality control and our staff read every review. But please don't wait to write a review if you have a problem with any aspect of your order. Contact Us immediately whenever you are not completely satisfied with your purchase and we will always respond promptly to address your concerns.

The information videos on our Dive Gear Express YouTube Channel are as accessible as possible for all domestic and international viewers, including those with limited bandwidth speed or metered data. Each video is focused on important facts for a single topic, omitting extraneous promotional content and excessive detail. The video content alone clearly illustrates most of the information, with visible captions preferred over voice narration. The videos are fast paced to keep them compact, about one to three minutes in length with all playback controls always available during viewing. Lisa, our professional photographer on staff at DGX, is also a technical diver and she produces all our videos in-house in order to provide the most accurate content.

Dive Gear Express supports dive industry initiatives to reduce/reuse/recycle packaging, especially single-use plastic packaging. We recycle all the cardboard shipping boxes and other paper materials we receive with inbound shipments of inventory. We work with our upstream suppliers to eliminate retail display packaging in many of the products we sell, allowing significant packaging reduction. When packing your order, where ever possible we use recycled paper rather than plastic. We also try to reuse non-recyclable packing materials we receive with inbound shipments. There are situations where plastic packaging is the best or only choice to protect product integrity, such as bags for small parts, however we make an effort to select reusable or recyclable packaging where available.

As a result of dive industry packaging reduction initiatives by our suppliers and ourselves, we occasionally hear concern that life-support equipment might have been inadequately packaged. As always, Dive Gear Express guarantees safe arrival of your order. You may rely on our extensive shipping experience to determine the amount of packaging necessary to avoid shipping damage. However, if you wish your order shipped with additional packaging let us know by leaving a comment in the special instructions dialog box located just above the Place Order button.