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Ordering Guide

For any issue with your order, simply Contact Us.

About Ordering -- Our website honestly indicates the stock status of all our products and you can easily contact us for answers to your questions. Also, most general questions about business practices and popular products are already answered in our FAQ. Once you reach a minimum order value that depends on the destination, the Super Saver shipping option for most orders is FREE. We ship worldwide; place your order with confidence that we will meet your expectations no matter where you live.

International Notice: Orders shipped outside the US are subject to local import fees collected by the courier upon delivery. Please read our SCUBA Diving Equipment Import Duties and Taxes (VAT) page for detailed country by country guidelines to estimating duties and taxes.

Florida Sales Tax Exemption -- We do NOT collect Florida state or local sales taxes on orders we ship via licensed common carrier (USPS, UPS, DHL) to any address outside the State of Florida, USA. Otherwise, on tangible goods we must collect the state and local sales taxes as appropriate for delivery addresses inside Florida. If you wish to place an order to be delivered inside Florida for resale or use by a tax-exempt organization, first please see our Florida Sales Tax Exemption instructions page before placing your order.

Ship To Address -- Our "Secure Checkout" option allows you to enter a ship to name and address different from the billing information. You may then select the alternate ship to address together with shipping method during checkout on our website.

Date Specified Arrival -- We are happy to accommodate your request for date specific arrival at any domestic US address such as that of a friend, family member, destination dive shop or hotel. For more information please read our Date Specific Arrival Instructions page.

Order Special Instructions -- We have an easy way to make special requests so they will follow your order all the way through our system and alert us to any exception handling requirements. During the checkout process, next to the "Place Order" button we provide a "Special Instructions" dialog box where you may write comments, requests or instructions on your order.

Order Status -- You will receive at least three, probably more, automatic e-mails after placing your order:

  • Order Acknowledgement - Within one minute you should receive a copy of the details of your order.
  • Order Confirmation - When we have performed a technical review of the order and it is released to the shipping department to be pulled and packed.
  • Shipping Notice - When we dispatch the order to the carrier, including the carriers package tracking number.
  • Transit Status - Most orders also get several carrier status updates such as when the package is delivered or encounters a transit delay.
  • Review Request - About two weeks after we ship the order we may send a randomized review request for the purpose of quality control.
  • If you aren't seeing these transaction e-mails, PLEASE CHECK YOUR SPAM FOLDER.
Pleased be advised that if you use your e-mail reader to mark any of these transaction related messages as "spam", depending on your e-mail hosting provider you will no longer receive ANY email communications from us. This happens because we use a commercial mail submission agent (MSA) service that specializes in only serving companies such as Dive Gear Express which only send transaction based emails, never spam. Most e-mail clients will report back to our MSA any emails marked by the addressee as spam. Upon receiving a spam complaint our MSA will automatically and permanently block our sending of all subsequent emails to that address, regardless of content.

Order Changes or Cancellation -- If you have not yet received a shipping notice, we usually can succeed in editing, merging or cancelling orders before they leave our warehouse. Simply reply to the order acknowledgement or order confirmation e-mail and include your instructions. If the payment total for your order changes, depending on how you paid, we will adjust the payment amount or issue a separate refund or payment request. If you are notified by the Order Desk that a change has resulted in a balance due that we are unable to collect using the original payment method or wish to securely change the payment method on an order, you may visit our Balance Due payment link.

Not the usual Yada Yada -- At Dive Gear Express, we know you have a choice where you shop and have made an effort to ensure that our generous conditions of sale are well organized, clear, and concise.

You may wish to explore the details of policies and practices for Pricing & Payment, Shipping & Delivery, Return & Refund. Placing an order also requires your agreement to our Release of Liability, including our Copyright and Privacy notices (collectively our "Terms and Conditions").

Back Orders -- We have a computerized inventory system and while we strive to keep as complete an in-stock inventory as possible, occasional inaccuracies will cause us to discover out of stock status on items as we begin to pack your order. If this happens, we will contact you immediately with an estimated delivery time and confirm that you still wish to place your order.

Special Orders -- If we do not ordinarily sell exactly the item you seek from one of our vendors, please contact us for more information about availability. In some cases we may direct you to place a Special Order Request. Please only place a Special Order Request when advised to do so by Customer Care and be aware that in most cases, Special Order items are NOT returnable or refundable.

Security Restrictions -- Please be aware that security restrictions may cause delays in processing of your order. We will make up to three attempts over three different days to contact you regarding any issue. If we are unsuccessful on all three, your order will be canceled.

Non-diving Applications -- Our products are designed for recreational SCUBA diving applications; they are not intended for use in medical, aerospace, fashion, industrial, commercial, or other applications. We prefer not to sell our products for use in other water-sports applications, and do not warranty any of our products for use in non-diving applications. Purchases for use in non-diving applications are not qualified for return or refund.

Hazardous Materials -- We ship small amounts of hazardous materials packaged for consumer use that are handled through our ordinary shipping practices under Limited Quantity hazardous material exception policies for consumer commodities. However, if your order contains batteries or flammable liquids such as adhesive, the order may be subject to hazardous material handling restrictions especially if the shipping address is other than the contiguous 48 United States. We do not wish to handle hazardous material orders and will not accept orders which do not qualify for exception as limited quantity of consumer commodity.

 WARNING: Cancer and Reproductive Harm -- www.P65Warnings.ca.gov For explanation why this appears on our website, see About Our P65 Warning Notices.

Packaging -- Dive Gear Express supports dive industry initiatives to reduce/reuse/recycle packaging, especially single-use plastic packaging. 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 and you may rely on our extensive shipping experience to determine the amount of packaging necessary to avoid shipping damage. If you wish your order shipped with different packaging let us know by leaving a comment in the special instructions dialog box located just above the Place Order button.

Disclaimers -- We are not able to supply certificates of conformance to any specific requirements or specifications such as CE standards. 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. The information published on any website of this size and complexity may contain errors or inaccuracies and these may relate to product appearance, specifications, pricing, and availability. We do our best to minimize and immediately correct errors, inaccuracies or omissions that come to our attention. If this results in a material change to your order, we will contact you immediately and verify that you still wish to place your order. Automated order acknowledgements do not guarantee our acceptance of your order, nor does it constitute confirmation of an offer to sell. It is our intent to provide a shopping experience free from all forms of harassment and discrimination for our employees and customers.

About e-Commerce and Your Rights

In consideration for receipt of full payment, the offer of your order is accepted by Dive Gear Express upon our delivery of the ordered products.

Ordinary retail commerce in the US is regulated on the basis of that legal precedent, although electronic commerce is setting some new precedent. In e-commerce some of this may be relatively unfamiliar, especially with consumers new to buying online, so we'll try to explain further in our expanded article "How e‑Commerce Works in the US".

Tek Tip Link

Ordering Guide
Pricing & Payment
Shipping & Delivery
Return & Refund

11 FAQ Ordering

Our general policy is not to accept orders for products where demand exceeds supply yet the product is not physically in our warehouse. For more information about the sometimes deceptive pre-order practice, read Why We Don't Accept "Pre-Orders".

We know it is frustrating trying to purchase a product that is in short supply. Instead of accepting pre-orders, our product description pages will usually include a link titled "Notify me when this product is in stock." located near the out-of-stock product name. You may click on the link and enter your email address to register to receive an automated email alert when the item becomes available to order for immediate shipment. You may also wish to add our divegearexpress.com domain name to your contacts whitelist so the email will not be sidelined as spam. If the product is high demand, once you receive the alert we recommend you act fast to place your order as the item may rapidly sell out.

We are unable to take telephone orders because we can't take your payment card information over the telephone in order to protect your information. However, our online secure checkout process is designed to be easy to use. 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.

Yes, we are now offering contact-less curbside delivery of pre-paid on-line orders to your car at our Pompano Beach store. See Curbside Pickup for details. If you prefer, we also ship same-day which is typically only one day transit time inside Southeast Florida.
We don't offer our own branded gift certificate or gift card because we think the perfect gift for your diving friend or loved one is a universal Visa® eGift Card that you can purchase online from GiftCards.com™ in a personalized virtual version delivered directly to their e-mail. The favorite diver in your life can then shop and pay as normal using Secure Checkout on our website and their universal Visa eGift Card.

As a general rule, we are unable to accept purchase orders or extend credit terms. Orders may be placed through our website and we accept most government and corporate purchase cards† using our Secure Checkout option. You may also pre-pay using wire transfer.

There is an exception for US Federal Government entities on orders exceeding the small business set-aside micro-purchase threshold (aka MPT, currently $10,000) associated with our CAGE code 79ZV5. If your purchase qualifies, please Contact Us for further information.

† Some corporate purchase cards have restrictions by class of merchant. If your card transaction is declined, it might be because we are classified as a recreational sporting goods merchant and in rare circumstances your card may have a restriction against purchases from such merchants. In such cases, you may need to contact your accounting department to have the restriction removed.

Yes, links to download PDFs of our completed forms are available below.

Our Federal Taxpayer ID (aka EIN) is 27-3788168, and we certify (IRS W-9 Form PDF) we are not subject to backup withholding.

Our Commercial and Government Entity (CAGE) code is 79ZV5, and per NDAA Section 889 we represent (889 Rep v.4 Form PDF) we will NOT provide covered telecommunications equipment or services to the Government and we do NOT ourselves use covered telecommunications equipment or services.

Additional information on our company is available in our Impressum for Dive Gear Express.

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.

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 "Secure Checkout", you can just reply to the order confirmation e-mail you received with your request.

Orders shipped outside the US are subject to local import fees that will be collected by the courier upon delivery. Please read our article titled Customs Clearance for Small Parcels for a detailed explanation of import duty and tax. Please read our SCUBA Diving Equipment Import Duties and Taxes page for detailed country by country guidelines to estimating duties and taxes.

We always reply promptly during business hours, so in order of probability...

  1. Our messages are being redirected or rejected as spam. This might be resolved by adding our domain name to the allowed contacts list of the receiving mailbox.
  2. If you previously marked one of our transaction emails as spam (for example, an order acknowledgement or tracking number notice) then our outbound SMTP email gateway Postmark will block our sending all subsequent emails from our side, no matter how important. There is no workaround other than to use a different email address for placing orders and communicating with us.
  3. There was a typographical error when entering the email address on the order. We can resolve this, just send us enough information to identify your order and the correct email address.
  4. The address provided is an alternate, backup, 'junk' mailbox or contains a +folder that routes our messages somewhere unexpected. This is resolved by checking all your mailboxes and +folders.
  5. The email address is forwarding to a different address, and the forwarding address is refusing to receive our messages from other than our authenticated sending server. (This happens when an old address, hosted on a Microsoft Exchange based service such as Outlook and Hotmail or a corporate server, is being forwarded to a modern DMARC secured service such as Gmail or Yahoo.) This is resolved by communicating with us from an email address that is not forwarded and asking us to update the email address in our records so that we send messages directly to the receiving mailbox.
  6. Although rare, the occasional email message does get garbled by the internet during relay by mail transport agents and fail to deliver; especially when a message contains large attachments such as videos, images or documents. Resending the message broken in to smaller pieces usually succeeds.

If you are not receiving our messages when you expect them nor replies to your e-mails, it may take a telephone call to us at +1 954-977-6009 during our business hours in order to resolve electronic communication problems.