FAQ

Frequently Asked Questions

Welcome to CrazyScuba.com.  Here you can find answers to some of the common questions that we are asked here at the store.  We are here to help you choose the right items for your SCUBA and Snorkeling needs.   We sell new equipment that you can count on with the manufacturer's warranty for your safety, not second-hand or last years closeouts or garage sale items.  We're a small dive shop with people that care about providing you with great gear, knowledge, and experience. If you do not find an answer to your question, please feel free to email us at CrazyScuba@aol.com, or call us at 1-866-696-6090.   

 

Store Hours

Mon-Fri 10:30-6:30
Sat. 10:30-4
Sun. Closed
Phone Number:  972-422-9400
Toll Free: 1-866-696-6090
Fax: 972-422-5789
Email: CrazyScuba@aol.com
 
 

 


Click here for our legal information.


 

Frequently Asked Questions


 


 

What if I want to learn more about the safe use snorkeling and scuba diving equipment for my family and myself?

Just click on the link at the end of this of sentence and it will take you to page full of information.

 

What forms of payment do you take?

We accept MasterCard, Visa, Discover, American Express and Money Transfers. We perform extensive checks to prevent credit card fraud. If your information does not match the issuing bank information, your order will be delayed. International orders will require additional time for verification. Please make sure you provide a valid subscription based ISP email address that can be verified. We cannot accept free web based email addresses due to credit card fraud.


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Do you have Gift Certificates?
Provide the right gift for everyone on your "hard-to-buy-for" gift list. We will e-mail the gift certificate to you or directly to your choice of addressee. Please enter the gift recipients email address and name at the checkout page where it asks for any "special instructions" or enter the information in the "shipping address" information, or call us for any special gift certificates that aren't listed on our website.
Sorry no cash refunds on gift certificates.


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Do you have a toll free telephone number?

Yes we do! If you're calling us long distance, our toll-free number is 1-866-696-6090. Give us a call during our regular hours and we'll be glad to help you. We can also answer questions via email. Please contact us at crazyscuba@aol.com and we'll answer your questions via email.


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What if I'm not sure about the size, fit or feature of a product?

Please, please just drop us an e-mail or call us during our regular business hours.  We've been fitting scuba divers and snorkelers for over 26 years and can help you with some of those tough questions.  So before you order it & have to go through the process of returns just drop us an e-mail at crazyscuba@aol.com, also include your phone number and a good time to call, just in case.

 

 

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Are you an authorized dealer for the products you sell online and what are the warranties?

Yes, we are an "authorized manufacturer's dealer" for all the products we sell and all of our products include the manufacturer's full warranties. Your product will have all of the legal manufacturers warranty paperwork in the box when it arrives at your door.


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When will my order ship?
We ship all orders as soon as possible. When an order is received before 2pm Central time zone, our average shipment leaves within 24 to 48 hours (during business days). Some orders are shipped the same day. However, it can take up to 60 business hours (5 business days) for your credit card to be verified and for your order to be processed (eventhough a charge may show on your credit card stat ment, we verify your card to protect you from fraudulent internet charges). There may be shipping delays due to assembly, custom orders, peak times, weekends, freight companies, holidays, etc.  If you're under a specific deadline, please call us prior to placing your order or after placing your order to verify that your deadline can be met. Please be sure to include the "Needed By Date" on the checkout page.

 

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What if I needed it in a hurry?

The slowest part of ordering online is the ground shipping, if you're in hurry please select overnight, two-day, or three-day service as needed.  Keep in mind however that weekend days do not count as shipping days, and we don't ship until payment is verified and authenticated.  Verification can take several days in some cases, so if you are in a hurry please call us to verify any questions you may have regarding order or shipping status. We have a "Needed By Date" option on the checkout page, please enter your last date for receiving your shipment if you have a deadline. We do our best but this is not a guarantee, so if your deadline is critical, please call us. We will contact you via email or telephone if there is a problem meeting this deadline, so make sure we have a good daytime phone number and email address. Stock also fluctuates daily based upon sales volume. Some items may require additional time for assembly or customization so please place your order early, don't wait for the last minute!  Please call us to verify availability and shipping dates. See shipping information below. 


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How do you ship and what are the rates?

We utilize one of the most advanced online shipping methods possible and ship exclusively with United Parcel Service in the US.  When you go to the checkout page you'll have the choice of all the different options available with United Parcel Service.  The shipping rates are automatically calculated according to how you decide to have your shipment sent; ground, three-day, two-day, overnight, International Expedited, International Express or Standard to Canada. We use UPS and USPS shipping for International shipments.

 

The shipping rates for each method will be shown on the checkout page of your shopping cart and will also be printed on your invoice. CrazyScuba.com is not responsible for duties, fees or import taxes and we cannot calculate these fees for you because every country has different rules and regulations governing imports. It is the responsibility of the customer to verify and pay for these charges when the shipment arrives.  There is no refund on any order if you refuse to pay these fees (even if the shipment is returned) and you will be charged for the return shipping fees.

 

We also offer Free Ground Shipping on any order totals over $75.  This does not include Tanks, weights, and luggage.  All Free Ground Shipping is for in the 48 Contiguous states.

 


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Do you ship to all 50 states, and what about foreign countries?

Yes, we deliver to all 50 States and are now shipping internationaly with the Bongo Shipping Service.  A shipping method that consolidates shipments and saves you money!  For Alaska and Hawaii you must choose a form of air freight to be able to receive your shipments, for International orders you must choose an International shipping method and pay all duties, fees and import taxes yourself.  We are working with UPS to reduce International shipping charges. We are now using UPS Brokerage Houses to save you money and time. Brokerage fees are already included in the shipping charge, however we cannot calculate and pay duties, import taxes or other fees so you must pay those when your shipment arrives. Please call if you have questions about international shipping rates. 

If you're a potential overseas customer and your country is not on our shipping list, please e-mail us your interests, complete address and from what country you are interested in making purchases from.  We will email you an estimate if we are able to ship to you. We appreciate your additional input. 


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What if I need to cancel an order?
You may cancel your order for any reason prior to shipment and receive a full refund. Just e-mail the Customer Service Department at crazyscuba@aol.com and you will be advised of the shipping status of your merchandise, or call us at 972-422-9400 or Toll-free at 1-866-696-6090 for a swifter response and to ensure your order is canceled before shipping. If the merchandise has already been shipped and a cancellation is allowed, it will be your responsibility to pay the complete shipping and handling charges. Special orders and custom orders are non-cancelable and non-refundable.


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What is your Return Policy?

At CrazyScuba.com we want you to be 100% satisfied with your purchase, we have gone to extremes to personally select and test each product that we sell on our web site to assure that they are some of the best products available. If you need to return a product our return policy is very straightforward and simple.  We ask that you be fair with us and please follow these guidelines, so that the return policy will work for everyone.
There are No returns, refunds or exchanges on cameras, computers, electronic equipment or special order items.  Full manufactures warranties do apply.  
  • You may return other products within 30 days of your purchase for a credit, exchange or refund for the cost of the product (excluding the shipping, handling and insurance charges), as long as the product has not been used.
  • After 30 days, you may also return an un-used item within 60 days for store credit.
  • Items must be in new condition and returned in the original packaging, with blank warranty cards and all the original literature.
  • A minimum of a 15% restocking fee will apply for some items and new products returned with damage to the display boxes, and/or for a lack of warranty cards or missing literature.
  • The customer will be responsible for any additional shipping, handling and insurance charges incurred on products returned for exchange.  For more details on how to return an item look under "How to return an item" below. 


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Special Orders and/or Out-of-Stock Items?

On Special Order items or if we are out-of-stock on a particular item that you order, we will do everything in our power to expedite your order from the manufacturer. After receiving your item from the manufacturer we will give it top priority handling and ship it to you as soon as possible.  Our average manufacturer responds rapidly for Special Orders and ships to us just as soon as they receive an out-of-stock item.  Special orders are normally shipped from the manufacturer to us within 5 to 14 days. This is only a guideline. Our suppliers do not always manage to meet these targets.   If time is critical, or if you have a departure date that the item must arrive by, please advise us in writing in the “comment area” on the order form.  Keep in mind that shipping can take up to 9 days in the continental U.S. so one of the things that you can do to ensure your package has a timely arrival is to speed up shipping by selecting next day or overnight freight.  CrazyScuba.com cannot guarantee shipping dates even if you enter a "needed by" date on the checkout page so make sure you choose the proper shipping method. Call if you have waited until the last minute!


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What if the UPS or USPS man loses it?

Title to our products passes from "CrazyScuba.com" and Risner Properties LLC. to the customer when United Parcel Service or United States Postal Service picks up the shipments (hey, it is yours when the UPS or USPS person picks it up, but don't worry, we have it well insured and well packaged as long as the shipping method you purchased is insurable, many USPS services are not insurable) from "CrazyScuba.com" and Risner Properties LLC.'s facility.  Any loss or damage that may occur during shipping will be the customers' responsibility and claims must be made to United Parcel Service or to USPS and your country's postal service within 48 hours of receiving the shipments. Keep in mind your shipments will be insured through United Parcel Service, however if you choose a USPS service other than Global Express insurance is not available and we cannot be held responsible for your choice of uninsured shipping methods. So please consider this as you purchase your shipping method, saving a little money now may cost you a lot more later on.  Our goal is that every package arrives safely and our professional shipping department will do their part to see items are packaged correctly and safely.

 


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What if an Item is damaged during shipping?

For your protection, please do not sign for merchandise until you inspect for damage. Check all packages for damage to the contents of the shipment within 48 hours of receipt.  We make every effort to prevent shipping damage. In the event merchandise is received damaged or merchandise is missing due to shipping damage, please keep the original shipping carton and take the following important steps:

  • Contact United Parcel Service (UPS) - Within 48 hours contact your local UPS office for a Damage Inspection report. Request that UPS return the merchandise to us.  
  • Please do not return the merchandise yourself, as this may delay your reorder or credit.  
  • Contact our Customer Service Department at crazyscuba@aol.com with the Damage Call Tag number issued to you by UPS. And we will assist you in getting the items replaced. 


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What if something that I ordered is not in the box?

The contents of every shipment are confirmed by at least two separate individuals prior to being shipped, so the possibilities of having a shortage is minimal.  However we do get excited on Friday afternoon sometimes and could possibly make a mistake in our haste to go off scuba diving.  If you receive your shipment with the box undamaged (with the box damaged, see "Items damaged during shipping" above) and it is short an item or was mis-shipped, then please let us know.   It is the responsibility of the customer to check all packages for accuracy of contents within 48 hours of receipt.  Please e-mail us at CrazyScuba@aol.com within 48 hours with the following information:

  • First check the invoice and make sure the item shows that it was shipped and that it was not backordered.
  • Please include the date of your purchase, invoice #, product(s) that were short or mis-shipped, product number(s). 
  • Please wait for our response to your e-mail. 

 

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How To Return an Item

First send us an e-mail to receive a "return authorization number" (RMA#) please include the following: 

  • Product name 
  • Product number 
  • Date of purchase 
  • Reason for return
  • Invoice # that it was purchased from.
  • The e-mail address is: crazyscuba@aol.com
  • The RMA# will contain a return address and payment instructions (if applicable).  After receiving the RMA#, properly insure the contents for their retail value, package the items properly, and ship them to the return address provided. 
  • All items must be returned with freight prepaid; no COD's will be accepted. 
  • Packages without a return authorization number clearly marked on the box will be automatically refused. 
  • After the return is received, exchanges will be handled on a priority basis. Please allow approximately 14 days for a refund.
  • If your RMA specifies a return directly to our Richardson location, ship items to:
    • CrazyScuba.com
    • 7522 Campbell Rd.
    • Suite 114  
    • Dallas, TX 75248
  • Please make sure you verify your return before shipping!

 


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Warranty Information

Every product we carry comes complete with the manufacturer's full warranties.  For our legal statement on warranties "Click Here."

 

One of the criteria we use to select manufacturers before putting their products on our web site is that they must have an above average warranty claim program and be able to handle warranties quickly and efficiently.  To assist in handling claims quickly and efficiently our manufacturers would prefer that you return equipment directly to them (this eliminates almost 2 weeks in shipping time AND additional shipping, handling and insurance charges, that you are responsible for paying) and allows the manufacturer to complete the warranty claim more swiftly. 

  • Just follow the manufacturers warranty information included with the products, as each manufacturer handles warranty claims just a little bit differently.
  • The manufacturers reserve the right and option to repair or replace the item in question, at their discretion. 

 

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What if I want to return an item to you (yes I have read the information above and understand this may take additional time) for a warranty claim?

Of course, we are happy to perform warranty work (within the term of the manufacturers warranty) for any goods purchased from us.  Please follow these steps to help ensure a more complete service. 

  • First send us an e-mail to receive a "return authorization number" (RMA#) please include the following:
  • Product name
  • Product number
  • Date of purchase
  • A description of the warranty claim (what's wrong)
  • The invoice # that it was purchased from
  • The e-mail address is CrazyScuba@aol.com
  • The RMA# will contain a return address and payment instructions (if applicable).  After receiving the RMA#, properly insure the contents for their retail value, package the items properly, and ship them to the return address provided.
  • Warranty claims returned to CrazyScuba.com may take as long as 2 weeks to 3 months depending on the manufacturer and the complexity of the product and problem (this is one of the reasons that the manufacturers recommend returning the products directly to them, rather than to CrazyScuba.com).
  • All items must be returned with a freight prepaid; no COD's will be accepted.
  • Packages without a return authorization number clearly marked on the box will be automatically refused.


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