Order Status FAQ

Ordering

FAQ ABOUT PLACING, CHANGING OR CANCELLING YOUR ORDER

You may generate a non-binding written quote by adding the items you are considering to our electronic shopping cart and proceeding to "Secure Checkout". The review page presented before placing an order can be printed and will list all items, our part numbers and prices, and a total price including shipping.

We make an effort to maintain consistent product specifications, price and availability but they may change without notice. In particular, items that remain in a wish list or shopping cart may change before checkout.

We are unable to take telephone orders because we can't take your payment card information over the telephone (why?). However, our online secure checkout process is designed to be easy to use, even on tablets and smartphones especially if you checkout with PayPal or Amazon. We even accept  Pay on compatible Apple devices. If you need help to make your order we are happy to stay on the phone with you to talk you through the entire process including the checkout. Placing the order online also reduces the risk of an order entry error because you will be able to see and verify your order before placing it.

As a last resort, if you have a PayPal account, we can manually enter an order on your behalf and manually issue a PayPal payment request. You'll then have to login to your PayPal account and approve the request. Once we receive your PayPal payment, we can release the order to shipping.

Yes, your order can be shipped to an address other than your billing address by selecting "Secure Checkout" as your method of payment. Checking out by entering your credit card information will provide you the opportunity to manually enter any alternative "Ship To" address during the checkout process. You can also checkout with PayPal or Amazon, but you must first provide an alternate "Ship To" address in your PayPal or Amazon account.

If you paid for your order using Amazon Pay or PayPal they may not have provided your billing address, so we will use the shipping address as the billing address. If you would like to update our records of your billing address on the order you placed, just reply to the order confirmation e-mail you received with your request. If you prefer, send your request to with enough information to identify your order.

Note for future orders with us, you may wish to create or update your profile information by first Registering and/or Signing In to your DGX customer account on our website.

Depending on your method of payment and if you have not yet received notification that your order has shipped, we usually can succeed in changing the shipping address on your order before it leaves our warehouse. If you paid for your order using any method other than Amazon Pay or Paypal, you can just reply to the order confirmation e-mail you received with your request. If you prefer, send your request via our Contact Us page with enough information to identify your order.

If you paid for your order using Amazon Pay or PayPal, their rules protecting your account with them will not allow us to change the ship to address after payment is made using those systems. Unfortunately, that means you will need to cancel and reenter your order:

  1. Send us a cancellation request (please mention you intend to replace the order with a new shipping address)
  2. Wait for our acknowledgement the order was cancelled and refunded
  3. Add the new shipping address in your Amazon or PayPal account at their website
  4. Reenter your order at our website and select the alternate shipping address provided from Amazon or Paypal.

If your order has already shipped, using your tracking number you may be able to manage delivery of your package with the appropriate USPS Informed Delivery®, UPS My Choice®, or DHL On Demand website to request a redirect to a different address.

If you have not yet received notification that your order has shipped, we can accommodate most types of edits to your order.

For simple changes to your order, you can just reply to the order confirmation e-mail you received to make your request. If you prefer, you can also send your request via our Contact Us page with enough information to identify your order. If the edit results in a change in the payment total for your order, depending on how you paid we may be able to adjust the payment amount or we may need to issue a separate refund or payment request in the amount of the adjustment.

For significant additions it's often more expedient to just place another order, and in the "special instructions" dialog box just above the "Place Order" button request we merge the order with the previous order number. If you are due any refund of shipping charges we'll make the appropriate adjustment.

For significant changes please keep in mind that our manual edits may increase the likelihood of an error. Depending on the circumstances it may be easier to enter a replacement order and in the "special instructions" dialog box just above the "Place Order" button request we cancel the previous order number.

If you have not yet received notification that your order has shipped, we usually can succeed in cancelling your order before it leaves our warehouse. You can just reply to the order confirmation e-mail you received with your request. If you prefer, you can also send your request via our Contact Us page with enough information to identify your order.

Yes, you may place an order for in-store delivery up to a maximum of 30 days ahead of the requested pickup date. Use our shopping cart as normal to build your order. Please select "Secure Checkout" to begin checkout. If you wish to pay via PayPal or AmazonPay we recommend first adding our store address to your PayPal or AmazonPay address list. If you are logged in to your Dive Gear Express account for checkout, we also recommend first adding our store address to your DGX address list. During checkout choose "In Store Pickup" as the shipping option and pay close attention to the ship to address that appears.

Dive Gear Express
4100 N Powerline STE E1
Pompano Beach, FL 33073

Note that your order total will include the local 6% State of Florida Sales Tax. We will charge your card immediately, pull and assemble your order as normal, then release the complete but unpackaged order to our customer service desk to await your arrival. To enable us to process your order prior to your arrival, please allow at least one hour (longer for DGX Custom items) before pick up. Visit our directions page for more information about our location.



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