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FAQ

LOWEST PRICE GUARANTEE

One of our biggest obligations to you, our valued customers, is that we help to eliminate any concern for “price checking” by assuring you that by choosing Fishermens Heaven, you are GUARANTEED to be getting the lowest prices available anywhere online. If you do find a lower price, that can be confirmed, in which Fishermens Heaven can independently verify that the comparison is “apples to apples” exact, with regards to a one each unit to one each unit comparison of the item in question, including the cost of that competitors shipping / handling / tax charges inclusive to just that item, on any product we offer, we will not only beat the competitors price on the item in question, by 5%, we will also issue you a 15% off Coupon for use on your NEXT subsequent purchase, if and only if, you complete the purchase of the item(s) in question, thru the www.fishermensheaven.com online store site. The only rules that apply to this guarantee are that we must be able to verify the lower price, that the comparison is of identical retail items and that it is being offered by a legitimate authorized dealer, following manufacturers set MAP/MSRP standards and that they are located within the Continental USA. Lower price claims that you present, that cannot be documented by you, nor that can be confirmed independently by Fishermens Heaven, will not be honored. To file a claim, provide an e-mail with all proof to customer-service@fishermensheaven.com. 

ORDER PROCESSING PROCEDURES

If you find that you are having a difficult time selecting items for your shopping cart or checking out upon completion of your order, you may find it necessary to change your browser cookie settings to Medium or Lower on the Tools>Internet Options>Privacy Tab security settings of your Internet Explorer. If you find you are not receiving e-mail confirmations, you may need to authorize e-mail from customer-service@fishermensheaven.com as your internet service provider, spam filter or virus protection software may be blocking these legitimate e-mails.

CHANGING / CANCELLING ORDERS

With the speed of online order fulfillment, there is a high likelihood that your purchase will have already been processed and shipped, making it almost impossible to facilitate any changes or cancellations. That being said, please contact us IMMEDIATELY at customer-service@fishermensheaven.com if there is a problem and our staff will do whatever is possible to accommodate your request, if the order has not already been processed.

SHIPPING

From the time your order is placed and payment has cleared, we strive to meet a guarantee of your order being ready for carrier pick-up within 24 business hours, most of the times much faster. Fishermens Heaven is pleased to offer you a NO CHARGE shipping program when your total order exceeds $40.00 USD. Any order that meets this standard will ship via USPS First Class Economy Ground. It is also important to note that all shipments default to the slower USPS Economy Ground standard, unless YOU specifically choose one of the other available quicker options such as USPS Priority or USPS Express. USPS First Class Economy Standard Ground, depending on the weight of your package as well as your postal zone, is taking anywhere between 3-7 business days (Saturdays, Sundays and Holidays Not Included). Please note that Fishermens Heaven is NOT capable of controlling outside vendors such as shipping carriers and therefore we cannot guarantee package arrival times, with USPS First Class. All customers will receive tracking information within your order status e-mails.

If you need a more expedited “out the door” time frame, please consider choosing one of the other available quicker options.

You can choose USPS PRIORITY, which you will pay for, but by choosing this option, your order will be given expedited “Pick-n-Pull” processing, arrival time to you, depending on Postal Zone, of between 2-3 business days within the Continental USA, once the carrier has picked up your package from our store. For those customers choosing the USPS PRIORITY shipping option, Fishermens Heaven staff will do everything in their power to process your order, having it ready for the carrier to pick up within 8 business hours of you having placed the order, and payment having cleared, often times much faster than that. Except for the additional cost of the shipping, Fishermens Heaven does not charge for the expedited pick and pull processing portion of this service. Costs are calculated as shown when selected, based on the weight based rates as provided to all retailers by the carriers.

For those customers choosing the USPS EXPRESS shipping option, who place their orders by no later than 10:00am E.S.T., Fishermens Heaven will GUARANTEE to process your order within 4 business hours from the time we receive it, having it ready for the carrier to pick up that same business day. From there, arrival to you we CANNOT guarantee, as we have no control over these outside third party carriers BUT the carrier themselves may make a GUARANTEE, which of course we would expect them to honor, and for you to hold them to. Availability of OVERNIGHT GUARANTEED option is totally dependent on the zip code of where the package is being sent but EXPRESS has been reliable to arrive within 1 business day anywhere within the Continental USA. There is even the possibility of arrival for Saturday delivery, if that option is needed, selected and paid for. Again, please realize that time of delivery starts once the carrier has officially picked up the package(s) from Fishermens Heaven and from there, we are not responsible for packages and delivery times or guarantees once the carrier has the package(s). If there is any challenge in late arrival, we highly recommend and will support you with documentation where possible, to file a direct claim against the carrier but per the carrier’s rules, you, the recipient, must be the one to start the process. We will always provide tracking information, which you get thru your Order Status Update e-mails, and for USPS EXPRESS, tracking time is usually shown real time.

With regards to insured delivery, only Priority and Express shipped items receive coverage for loss or damage by the carrier, not USPS First Class. Priority will receive coverage of up to $100.00 while Express will cover the value of the first $250.00 of the shipment. By placing your order, you agree to the fact that Fishermens Heaven will have met its burden of proof of shipment to you of your package where Fishermens Heaven can provide documented online delivery receipt confirmation from the shipping carrier of delivery of the package(s) to you the customer. In a world of multi-tasking, third party vendors and changing common carriers, we find it better to be safe than sorry and thus, highly recommend you select Priority or Express if you need an item insured. If you do select Priority or Express and a package does arrive damaged, please contact us within 24 hours at our customer service email, with all the details so we can begin the process of helping you file the claim with the carrier. Per the rules of the carrier, YOU, the receiving customer, are the responsible party for initiating the filing of the claim. In the event of the arrival of damaged product, YOU are responsible for keeping all ORIGINAL packaging as well as paperwork as it will be needed to verify authenticity of claim with the carrier. In addition, we highly recommend you take any supporting photos. Without documentation, your claim will not be filed.

INTERNATIONAL SHIPPING

We are happy to provide shipping for any of our international clientele, where your address is capable of being internationally VERIFIED by PayPal and/or the US Postal Service. You can choose, and will pay for exact weight based charges with regards to your selection of USPS First Class International, Priority International or Express International shipment options, based on your need in relation to what you want for time of arrival. Please take into consideration that all international packages MUST go thru our US outbound as well as your countries in-bound customs processing, which may or may not add up to 15-45 additional business days to your packages arrival time. If applicable to your country, all customs and import taxes are NOT PREPAID and are the sole responsibility of you as the buyer, once the package arrives in your country. Fishermens Heaven will not intentionally miss-represent any information within customs paperwork, so please do not ask us to, as this puts us as the seller and you as the buyer, in a potential legal bind. All international purchases MUST be processed in UNITED STATES CURRENCY funds thru our payment processor, PayPal. For countries where payment by credit card thru PayPal is not possible, you the customer, would need to send a certified bank cashier’s check or international money order, in UNITED STATES CURRENCY, and your order would not be released for shipment until that payment was authenticated and cleared depositing into our bank account. All shipping, special upgrades and oversized (longer than 106cm) or overweight handling charges are responsibility of buyer. Since so few insurance claims are honored by foreign countries, insurance on shipments is NOT an option, UNLESS you select the USPS EXPRESS INTERNATIONAL option, in which you are covered under their policy and standards. In addition, Fishermens Heaven will have met its burden of proof of shipment where it can provide a stamped and dated customs declaration form and/or receipt from the shipping carrier. While you will always be able to see tracking of your package out from our store up to the point of outbound US customs with regards to USPS First Class International, tracking information beyond that is not available and therefore no arrival times can be guaranteed for any international shipment utilizing USPS First Class. USPS Priority and Express provide most foreign countries with full outbound and inbound tracking. We will always provide tracking information and/or customs declaration numbers, which you can get thru your Order Status Update e-mails.

MULTIPLE PACKAGES

On orders consisting of products from multiple manufacturers, or in the case of orders such as those with oversized items such as rods, tackle boxes, heavier items, etc… you may receive multiple packages per order, as deemed necessary by Fishermen's Heaven store staff. This is done to insure either speed of fulfillment processing due to in-store backorders, to allow us to ship product out of various stores or directly from our one of our suppliers or to preserve the quality of the merchandise where the chance of breakage is deemed as a possibility. However, we CANNOT ship to MULTIPLE LOCATIONS within one single order as everything must be shipped to the same address. If you want different items shipped to separate addresses (gifts for family or friends, hotel locations for tournaments, work locations, etc…), you will need to place and process separate orders for every new address.

INVENTORY / BACKORDERS

With the Fishermens Heaven site, the inventory you see as available when you select a model/size/color is the inventory amount you can order, and we have in stock. Fishermens Heaven prides itself on its fill rate, one of the best in the industry at over 99.44% but in the rare instance where our automated inventory control software shows an item to be available, but we end up being out of stock on a store peg for that item, we will apply an immediate refund back to you (of only the cost of that product minus any coupon discounts) that we were not able to ship and proceed to send remaining items within order that were available. Fishermens Heaven does not keep any orders on a backorder status but you as a customer can request to be notified by e-mail when an item comes back into stock.

RETURNS

It is Fishermen's Heaven corporate policy to provide 100% customer satisfaction. If an item you received was NOT what you ordered, Fishermens Heaven will provide return shipping costs plus the correct product being shipped out to you as soon as receipt of the wrongly shipped product is recorded back at the Fishermens Heaven store. If an item from your order does not meet your expectations but was not because of a mistake by Fishermens Heaven, please e-mail us at customer-service@fishermensheaven.com with your order number as well as a detailed description of the challenge you have had, and our staff will respond with best way to resolve the problem. Some manufacturers require items be sent directly to factory of origin for replacement, repair or warranty coverage or they may ask us as the dealer to help them fix the problem by replacing the item for them, from our store stock, in which case they will usually provide reimbursement for return shipping via ground parcel post. All items sold via Fishermens Heaven are covered by manufacturers warranties against defects in workmanship and/or materials. Any return, based on a warranty claim, is NOT covered by the Fishermens Heaven Return policy, but is instead handled directly between you as the consumer, and the manufacturer in question. Warranty problems almost always occur within the first 3-5 uses. Damage occurred from abuse, misuse or general longer term wear and tear would not be cause for a warranty or return claim. For warranty claims or questions, please feel free to contact us directly via e-mail outlining your defective issue and our staff will work to provide you the process and procedure to submit product back to the manufacturer.

If you as the customer made a mistake in your ordering, we still want you to be satisfied and would be happy to help you rectify the mistake where possible. Simply contact us thru our customer service email with an explanation of the mistake and what you would like to do and one of our staff will direct you as to the best way we can help you to resolve the problem. In these cases, return charges are the responsibility of the customer as well as any restocking fees and additional costs we might incur in helping you resolve the mistake. For your protection, please insure all packages being returned as we are not responsible for lost, damaged or COD returns. Any credits, if authorized and determined due, will be issued once the item is received in re-retailable condition. Please note that refunds or credits processed back to you will be done via the method of payment of the original purchase and may not appear for one to two billing cycles.

PAYMENT PROCEDURE / CREDIT CARD CHARGES

Your credit card will be verified and charged the full amount upon completion of checkout. In the event you choose to use a debit or check card, the processor may require a hold of funds for 3 business days which would delay shipping. Upon transfer of funds, you will receive an e-mail confirming your order as well as acting as your receipt. We utilize the secure power of one of the nation's best and largest credit card processors by routing all credit card purchases thru a service called PayPal. That way, we here at Fishermen's Heaven never have access to any of your personal payment information or account numbers, safe for us, safe for you, the buyer. Any payment information is strongly encrypted via industry standard protocols, making it extremely difficult for anyone to intercept and misuse any data being transferred between your computer and these servers. If you still do not fill secure about paying with a credit card online, please contact our customer service staff for the possibility of other options such as bank cashier’s check or money order.

PRIVACY POLICY

You as a customer of Fishermens Heaven are GUARANTEED online privacy as well as security throughout your entire transaction. Your personal information will never be sold to any third party and is only shared with those trusted third parties we must utilize to fully process your order such as a factory, supplier, shipping carrier, newsletter provider or payment transaction processor and then only to the extent of a “need to know”.

DISPUTE RESOLUTION

If a dispute, claim, or controversy of any kind arises out of or relates to these Terms and Conditions, or the purchase or interaction with any venue of Fishermens Heaven, you and we agree to resolve any such dispute, claim, or controversy exclusively through binding arbitration.  You should review this provision carefully. This arbitration provision limits your and our ability to litigate claims in court, and you and we each agree to waive your and our respective rights to a jury trial.  Any arbitration under this provision shall take place on an individual basis; class arbitrations and class actions are not permitted.  You will not have the right to participate as a class representative, private attorney general, or member of any class of claimants for any claim subject to arbitration.  A claim by, or on behalf of, other persons will not be considered in, joined with, or consolidated with the arbitration proceedings between you and us.  Any dispute regarding the prohibitions in the prior sentence shall be resolved by the arbitrator in accordance with this arbitration provision. For purposes of this arbitration provision, "you" and "your" include all authorized and unauthorized users and beneficiaries of any purchase or interaction with FH, and "we," "us," and "our" include Fishermens Heaven subsidiaries, parents, affiliates, directors, officers, agents, employees, attorneys, predecessors, successors, and assignees. Arbitration is usually an informal proceeding in which disputes are decided by one or more neutral arbitrators who receive the evidence at a hearing and then issue a binding ruling in the form of an award.  You and we understand that in an arbitration, discovery is more limited than in a court, and review by courts is very limited.  A party who intends to seek arbitration must first send to the other, by certified mail, a written Notice of Dispute, hereby referenced as a "Notice".  Any notice must describe the nature and basis of the dispute, claim, or controversy and set forth the specific relief sought.  If you and we do not reach an agreement to resolve the dispute, claim, or controversy within 30 days after the notice is received, you or we may commence an arbitration proceeding.  During the arbitration, the amount of any settlement offer made by you or we shall not be disclosed to the arbitrator until after the arbitrator determines the amount, if any, to which you or we are entitled. You and we agree, upon written demand made by you or us, to submit to binding arbitration any and all disputes, claims, and controversies, whether based on contract, tort, fraudulent misrepresentation, statute, regulation, constitution, common law, equity, or any other legal basis or theory, and whether pre-existing, present, or future, that arise out of or relate to these Terms and Conditions, including any advertisements, promotions, oral or written statements related to any purchase or interaction with any FH Venue, any relationships that result from the purchase or use of any FH Venue (including, to the fullest extent permitted by applicable law, relationships with third parties who are not parties to these Terms and Conditions or this arbitration provision), or the scope or enforceability of these Terms and Conditions, including the determination of the applicability of this agreement to arbitrate.  All parties retain the right to seek relief in a small claims court for claims within the jurisdictional limits of the small claims court.  The arbitration of any claim shall be conducted by the American Arbitration Association standards and rules or any other arbitrator mutually agreed upon by you and us.  In any event, the arbitration of any claim shall be conducted in accordance with the Commercial Arbitration Rules and the Supplementary Procedures for Consumer Related Disputes standard.  In the event of any inconsistency between this arbitration provision and the standard, such inconsistency shall be resolved in favor of this arbitration provision.  This arbitration provision is made pursuant to a transaction involving interstate commerce, and the Federal Arbitration Act shall apply to the construction, interpretation, and enforceability of these Terms and Conditions, notwithstanding any other choice of law provision contained in these Terms and Conditions. Either you or we may initiate arbitration by giving written notice of the intention to arbitrate to the other party and by filing notice with the AAA in accordance with the Rules in effect at the time the notice is filed. A single arbitrator shall decide all claims. The arbitrator shall be an active member in good standing of the bar for any state in the continental United States and shall be either actively engaged in the practice of law for at least five years or a retired judge. You and we agree that the arbitrator shall limit discovery to non-privileged matters directly relevant to the claim; grant only relief that is based upon and consistent with substantial evidence and applicable substantive law; have authority to grant relief only with respect to claims asserted by or against you individually and provide a written statement stating the disposition of each claim and a concise written explanation of the basis for the award and shall make specific findings of fact and conclusions of law to support any arbitration award.  Unless inconsistent with applicable law, and except as otherwise provided herein, each party shall bear the expense of its respective attorney, expert, and witness fees, regardless of which party prevails in the arbitration. The party that initiates the need for arbitration will be responsible for paying to the American Arbitration Association the arbitration filing fee as well as any fees or other costs in connection with the arbitration under the Rules.  Any arbitration proceedings shall be conducted in the federal judicial district of our corporate address, and you will be given the opportunity to attend the proceeding and be heard.  We and You agree that we/you can choose whether the arbitration will be conducted solely on the basis of documents submitted to the arbitrator, through a telephonic hearing, or by an in-person hearing in accordance with the Rules.  Judgment upon any award rendered in arbitration may be entered in any court having competent jurisdiction. Demand for arbitration under this arbitration provision must be made before the date when any judicial action upon the same Claim would be barred under any applicable statute of limitations; otherwise, the Claim is also barred in arbitration.  Any dispute as to whether any statute of limitations, estoppel, waiver, laches, or other doctrine bars the arbitration of any Claim shall be decided by arbitration in accordance with this arbitration provision. Nothing in this arbitration provision shall limit the right of you or us, whether before, during, or after the pendency of any arbitration proceeding, to exercise any self-help remedies, such as set-off, or to obtain provisional or ancillary remedies or injunctive or other traditionally equitable relief, such as filing an interpleader action or seeking enforcement of intellectual property rights.  You and we agree that the taking of these actions or any other participation in such litigation by you or us does not waive any right that either you or we have to demand arbitration at any time with respect to any subsequent or amended Claim filed against you or us after commencement of litigation between you and us. If any portion of this arbitration provision is deemed invalid or unenforceable, the remaining portions of this arbitration provision will remain valid and enforceable.