Ordering from Our Web Site
When can I reach someone in Customer Service?
You can reach us at the store 7-days a week during our normal hours of operation listed below. E-mailing is preferred (websales@pacificflyfishers.com) but don't hesitate to call us at the store at (425)742-2402. If you are calling outside of our regular business hours, please leave us a message and we will return your call as quickly as possible.
Hours of Operation
Monday - Friday...........10:00 a.m. -- 7:00 p.m. Pacific Time
Saturday.......................10:00 a.m. -- 6:00 p.m. Pacific Time
Sunday.........................11:00 a.m. -- 5:00 p.m. Pacific Time
Holidays: We are closed on the following holidays:
New Year's Day, President's Day, Easter Sunday, Mother's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Day
I'm having technical troubles on your web site, what do I do?
We've tried our best to make the PacificFlyFishers.com web site as easy to navigate as possible, but we understand there will be issues. If you are having problems with the web site and need assistance, call us (425-742-2402) and we'll take care of it over the phone or shoot us an email at websales@pacificflyfishers.com and we'll take it from there. We will always try to make sure our web site is as simple to use as possible and minimize any technical issues as quickly as possible.
Payment Options
What are my payment options?
We take just about any form of payment. Obviously, a credit card (or Visa or MasterCard debit card) is the easiest, but we also take PayPal, Checks, Money Orders and Cashier's Checks. Accepted credit cards are Visa, MasterCard, American Express and Discover. If paying by personal check, we will not ship products until the check has cleared the bank so please add an extra five to ten business days for delivery.
Availability and Shipment of Items
If I see an item on your web site, does it mean it is in stock?
Most of the time, yes. There are instances where we will run out of stock or, there are some products that we have shipped directly from the manufacturer to you, but we generally have everything in stock and available to ship.
If we are out of an item in the store, we will either list it on our web site as out of stock, pull it off the web site, or let you know immediately after we receive your order that there is an item out of stock. If you place an order for an item out of stock, we will email you within 24-hours (except on days we're closed for holidays) with the status of the missing item. Often times, when we are out of an item, it will be there the next day or two and you will have the option to wait for it or have us ship the rest of your order without it.
I didn't receive my entire order. Is the rest of the order backordered?
If you received a partial order, the remaining items were most likely out of stock and looked to us like they wouldn't be in stock for more than a couple days. If that is the case, you should have received an email from us letting you know the status of the out of stock items. If we did not hear back from you, we probably shipped the order without the items that were out of stock. Any out-of-stock items will not be backordered unless you arranged that with us.
In any event, you will not be charged for items that are not shipped and shipping fees (and taxes, if applicable) will be adjusted for any items not shipped from the original order. If you received an order and not everything was shipped, consider those items cancelled from the order unless you arranged with us to keep them on backorder.
I just placed an order on your web site. Has my credit card been charged?
We move pretty quick, but generally, your credit card is not charged until the order has been picked and is ready to ship. That may be the next day or it may be five minutes from when you placed the order. If you placed an order and need to stop it, call us at 425-742-2402 as quickly as possible and we'll work it out with you the best we can. Once an order has been shipped, however, there isn't much we can do so please contact us with any issues as quickly as possible. If you can't reach us by phone, leave a message and we will get it, or send an email to websales@pacificflyfishers.com.
When can I expect my order to arrive?
We want you to receive your order as quickly as possible so we will try to ship them as fast as we can. Generally, this is the same day or within 24 hours but can be a day or two longer if we are waiting for a product to arrive. Also, be aware of the shipping option you selected for your order. Ground Shipping Service from UPS will take five business days to be delivered from us in Washington to, say, Florida. You will receive an email that your order has shipped and it will have a UPS tracking number so that you can track the order online.
My order never arrived! What do I do?
It's rare but sometimes things just don't get delivered the way we intended them to. If an order hasn't arrived and it should have, please first check your order and double-check that the shipping information was correct. Next, give either us or UPS a call depending on where the issue seems to be. You should have received an email with shipping status and a UPS Tracking Number on it. If you need a hand, give us a call at 425-742-2402 or email us at websales@pacificflyfishers.com.
Shipping Charges and Sales Taxes
How much am I going to be charged for shipping?
When you finilized your order on the PacificFlyFishers.com catalog, shipping charges were listed and then included in the final total. If your order was not shipped in full because there were items out-of-stock, we may reduce your shipping charges if the out-of-stock items substantially reduced those shipping charges. For example, if you ordered ten leaders and a fly rod, if we couldn't ship the rod your shipping charges would go down dramatically. In an instance like this, we would only charge you for the normal amount it would cost just to ship the leaders.
Do you ship internationally?
Our web site is setup only for orders from the US and Canada. If you would like an order shipped to another country, please contact us directly either by phone or email and we will try to accomodate your order as quickly as possible. Sorry for the inconvenience.
Returns and Exchanges
What is the Return Policy for Pacific Fly Fishers?
We are happy to exchange or return items that don't meet your expectations, aren't the right size, are defective, etc. within a few guidelines that make things easy and fair for all. Our return and exchange policy is as follows:
1) We will accept returns up to 45 days from the date of purchase.
2) All items are returnable within 45 days as long as they are in new condition, have not been used, and include the original packaging. Items that show signs of use and do not appear new will not be exchanged or allowed for returns.
3) Defective products can be returned or exchanged but we suggest that you contact us first by phone at (425) 742-2402 to discuss the best way to handle it.
4) We only accept returns and exchanges on items that have been purchased from our store and hold the right to refuse items that are not accompanied by a receipt or order number showing purchase of that item from us.
5) If you have a problem that seems like an exceptional circumstance to these guidelines, please contact us and explain the situation.
To return or exchange items, please begin by filling out our Return Form completely. Once complete, print it, enclose it with your returned merchandise, and send it to the address on the return form. Items returned without a Return Form can easily be misplaced so please use the form for any items returned to us for credit or exchange.
What if I have a defective item or warranty repair?
Items that need "Manufacturer Warranty Repair/Replacement" should be sent directly to the manufacturer. Most manufacturers have information on their web sites on how to take care of this quickly and efficiently. This is particularly true of broken rods. All Manufacturer Warranty Repairs, including broken rods, that are sent to us will be shipped to the manufacturer for repair/replacement. Customers will be charged shipping fees to ship the rod to the manufacturer, the manufacturer's repair/replacement fee, and shipping fees to return the item to you.
If you don't know who made your item or need to return it to us for other reasons, you can send it to us by using the Return Form and indicating that the item is a Manufacturer Waranty Repair. We recommend contacting us first to discuss the best options for Manufacturer Warranty Repairs by calling us at (425)742-2402 or by email at websales@pacificflyfishers.com.
I received the wrong product in my order, what do I do?
It's rare, but sometimes we ship the wrong product. If we sent you the wrong product, contact us with your order number and we'll send you a shipping label to return the product so that we can get you the correct item. If we sent you the wrong item because you accidentally ordered the wrong item, just treat it as a regular return, and our Return Form will tell you exactly what you need to do.
Copyright
All content included on this web site, including but not limited to all text, graphics, logos, button icons, images, audio clips, digital downloads, and data compilations is the property of Pacific Fly Fishers, LLC. or its content suppliers and protected by United States and international copyright laws. The compilation of all content on this site is the exclusive property of Pacific Fly Fishers, LLC. and protected by U.S. and international copyright laws.
Disclaimer of Warranties and Limitation of Liability
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