FAQ - Frequently asked questions
How can we help you?
Below you will find answers to the most frequently asked questions. If you can’t find the answer you’re looking for, simply contact us!
Ordering
We make it easy to pay for your order! You can use various credit and debit cards directly on our secure checkout page. Our payment gateway is encrypted, ensuring your details are safe and protected.
We will send you your invoice by email with the delivery confirmation.
All orders with the payment method PayPal, credit card, debit card can be processed by us immediately. Please do not write us a message in the message field such as “please send quickly”, so we have to rework the order, which even delays the processing! With the payment method “prepayment” we can only process the order further when the payment has been received in our bank account. As a result, shipping may be delayed accordingly.
We can modify or cancel your order as long as it is not yet ready for shipping. After that, no changes are possible. However, your order is typically ready for shipping just a few hours after it is placed. Therefore, please contact us as soon as possible with your request for changes.
Returns
Of course you can return items if you don’t like them or order the wrong size.
The return steps
Four simple steps – This is how the return works your statutory right of withdrawal is unaffected by this, however, the following procedure makes it easier for us to process.
1. Fill out the form – Please fill out the return form included in each shipment so that we can process your return as quickly as possible.
2. Pack the goods – Please send the goods back in the undamaged original packaging and in a suitable shipping box.
3. Please frank the package sufficiently and send it to: scubaxpress.com, 29 SE 2nd Ave, Miami, Florida 33131, United States. Please do not send the goods freight collect, otherwise we will have to deduct the postage incurred from your credit.
4. You get your money back – As soon as we have received the goods, we will check and process them immediately. For the refund we use the same payment method that you used for the original transaction.
We would like to inform you again that the return costs, according to the cancellation policy, are to be paid by the buyer.
A direct exchange with clearing is not possible. Do you like an article, but would you like it in a different color or size? No problem: Please send us the unwanted item as a return. You can order the new item as a new order via the online shop. In the online shop you can see immediately whether the item is still available in your desired color and size.
Should it happen that you have received the wrong product despite our careful quality control, we will of course send you a replacement immediately. Optionally, we will refund the purchase price. Please return the incorrectly delivered item to us with a note on the return slip. We will of course pay the return shipping costs.
We have consciously decided not to cover return costs in order to keep our prices fair and transparent for all customers. Returns incur logistical and administrative costs, which we do not want to pass on to all customers. Instead, we believe that return costs should be borne by the customers who initiate them.
Other providers may cover return costs but often charge shipping fees or offer free shipping only above a higher order value. With us, you benefit from free shipping on orders over €100. In the end, such costs are always factored in somewhere.
Our goal is to offer the best possible prices to those who carefully select their products and do not initiate returns, without hidden costs for everyone.
Of course, this only applies to returns due to withdrawal. If an item is defective or if you received the wrong product, please contact us via email at [email protected].
For more information on returns and our policies, please refer to our cancellation policy.
Delivery
When your order is packed, you will automatically receive an email with the tracking link and the invoice.
DHL picks up parcels from us every day. Our logistics are closed at the weekend. Should you still receive an email with a tracking link at the weekend, our colleagues will put in a special shift. The parcels will then be picked up by DHL on Mondays.
You will receive a link with the shipping confirmation, which will forward you to DHL shipment tracking. There you have the option to set notifications. You will receive this by email directly from DHL.
The amount of the shipping costs depends on where the package is to be delivered. As an overview, we have summarized the different shipping costs .
This is not a problem: You have the option of entering a delivery address or packing station that differs from the billing address during the ordering process. Please note, however, that we unfortunately cannot ship to post office boxes.
We process every order as soon as possible. Orders can be merged as long as they are not yet ready for dispatch or have already been packed.
Payment
You can find an overview of the possible payment methods here . You will be shown the payment methods available for your purchase during the ordering process.
We will send you your invoice by email with the delivery confirmation.
All orders with the payment method PayPal, credit card, debit card can be processed by us immediately. Please do not write us a message in the message field such as “please send quickly”, so we have to rework the order, which even delays the processing! With the payment method “prepayment” we can only process the order further when the payment has been received in our bank account. As a result, shipping may be delayed accordingly.
Of course we understand that you want to receive your package as soon as possible. However, we cannot speed up the shipping process, even if you send us a proof of payment. The goods will be dispatched to our account after payment in advance after receipt of money.