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FAQ

GENERAL

Please visit our Contact Us page where you will be able to find all the necessary information to get in touch with us immediately.

When you shop with us for the first time we do request a valid email address from you. By validating an email address, we can confirm that we have received your order, and advise you when it has been dispatched from our warehouse or any issues that may happen.

Should you not have a valid email address please contact our Customer Service Department on +27 (0)11 444 6563 and we’ll do our best to assist.

SHIPPING & DELIVERY

Once items are ready to ship, we will send you an email to advise you that your parcel has been dispatched and include a link to the shipping company website along with your specific parcel tracking number. From here you will be able to track the status of your order.

The Scuba Pro Store will ship to the following countries within Sub Saharan Africa. If your country is not listed on our website, please contact us and we will try to arrange a shipment to you. Please note that we are only able to ship to all countries in Sub Saharan Africa.

Botswana, Burundi, Cameroon, Chad, Democratic Republic of the Congo, Djibouti, Eritrea, Ethiopia, Gabon, The Gambia, Ghana, Guinea-Bissau, Kenya, Lesotho, Liberia, Madagascar, Malawi, Mali, Mozambique, Namibia, Niger, Nigeria, Rwanda, Senegal, Sierra Leone, Somalia, South Africa, Sudan, South Sudan, Swaziland, Uganda, Zambia, Zimbabwe.

Delivery times depend on your purchase; whether the goods are Special Order items, available in stock, and on your country. On occasion, there may also be a small delay for reasons beyond our control. Once items are ready to ship, we will send you an email to advise your parcel has been dispatched and include a link to the shipping company website along with the parcel tracking number. From here you will be able to track the status of your order. For deliveries in South Africa, we aim to have the parcel delivered to your door within 72 hours (for major cities).

A shipping fee will be added to your order upon checkout, which will depend on the product weight and dimensions along with the country and region of delivery. Product prices are clearly shown next to each product and simply by adding to your basket, you enter an item into the shopping cart and the shipping costs will be calculated for you automatically. This way you can see the full cost of your order before proceeding to the checkout.

NB: Shipping in South Africa is FREE for purchases over R3000-00!

If you are not at home when your delivery arrives, and we are unable to leave your parcel in a safe and secure place, the courier will contact you to arrange redelivery. The couriers will continue to make a further attempt to deliver your order. If your parcel is undeliverable it will be returned to us.

We suggest that the delivery address provided is a business or office address. Courier operating hours are between 9am and 5pm.

There is the possibility that your package is returned to us because the couriers were unable to deliver it to you. When this happens, we will attempt to contact you to establish whether you would like your order re-dispatched or refunded.

If you would like the parcel re-delivered, you will be required to pay the new shipping charges.

If we cannot contact you within 2 weeks of receiving your parcel back at our warehouse, we will issue a refund of the goods purchased (excluding shipping fees & charges).

Unfortunately, once the parcel has left our warehouse and has been shipped to the customer, there's no way to stop it. If you want to cancel an order before it has been shipped to you, we'll refund the money you paid for the products including shipping costs.

Once we have already sent the items to you, we are unable to change the delivery address.

If you are not at the location of delivery, you will be contacted by the courier to arrange redelivery at a convenient time.

  • For deliveries in South Africa; your parcel will be delivered by The Courier Guy Services.
  • For deliveries outside South Africa; your parcel will be delivered by FedEx.

Unfortunately we cannot ship to a P.O. Box address as a signature on file is needed for a successful delivery. We recommend that you provide a work or business address for shipment of your package.

Products

We have included comprehensive size charts on relevant product pages that will help you to determine the best size fit you need to order. Please note that these are sizing guides only and proper fitment is recommended. If you are unable to have a fitment done as one of our Authorised Dealers, you are welcome to contact us with your measurements for a recommendation.

In-Stock Items

Most orders for In-Stock items begin the order process as soon as your online purchase is completed. Your In-Stock item will be shipped once the item is located in stock, your payment is approved, and the receiving address is verified.

Special Order Items

Special Order items are products that are not in stock (in some case we may have some in stock but not of all models and sizes), but are available for advanced purchase on our site. A “Special Order” item order is shipped directly to you once it arrives on the next available shipment. You will be notified of the status and delivery details of your “Special Order” item via e-mail.

Back Order

These temporarily out of stock items are products that we usually keep in the warehouse however don’t currently don’t have in stock. They are available for advanced purchase on our site as they are on the next shipment. A “Item on Back Order” is shipped directly to you once it is in stock. You will be notified of the status and delivery details of your “Back Order Item” via e-mail.

If a product is listed on the site then this generally indicates that it is available for immediate order and shipment.

Should a product not be immediately available, this will be clearly noted on the product page. If a product is not currently available it will either be;

  • A ‘Special Order Item’; indicates that we may not currently stock this item in the warehouse, however it is available for advanced order. We will be able to advise on delivery times only after the product has been ordered and will ship to you directly once we receive the product in stock.
  • ‘Item on Back Order’; Some items may not currently be in stock, but are available for advanced purchase. We will be able to advise on delivery times only after the product has been ordered and we receive notification from the manufacturer of shipment dates.

Item availability is updated regularly and based on the most recent information we have from the warehouse. If the item is not shown on the website, you will not be able to order that particular item.

All correspondence regarding equipment covered by the manufacturers warranty agreements or in direct reference to the warranty should be accompanied by proof of purchase. It is best to keep your original, dated proof of purchase in case warranty service is ever needed.

Returns & Refunds

You are entitled to cancel without reason and without penalty any transaction of goods purchased from The Scuba Pro Store within seven (7) working days after the date of the receipt of the goods.

You must notify us of your cancellation in writing to Customer Service at info@thescubaprostore.co.za or via our online Return Request Form, if you are already in possession of the goods.

Please see our full Returns & Refunds Policy for further information.

All items purchased from The Scuba Pro Store may be cancelled, exchanged or returned providing that these items are returned unused, in original packaging and in pristine condition within the stipulated time period.

The Scuba Pro Store gives you the right to return your purchase of an item without having to give a reason, at any time within seven (7) working days from the day on which you received the goods.

For any return, exchange or replacement you MUST complete the online Return Request Form within seven (7) working days of receiving the product. Please state whether you require a refund, exchange or replacement if the goods received are defective.

Read more on our full Returns & Refunds Policy

From the date you send your return to us, please allow up to around 10 working days for your products to be received and processed. If you complete your email details when you place your order, we are able to send you an email as soon as we receive your returned items.

Following review of the returned goods, credit card payments will be refunded to the card used to make the purchase and purchases made by direct transfer will be refunded to the account of origin. Refunds will be made within thirty (30) days of the date of receipt of cancellation.

Please see our full Returns & Refunds Policy for further information.

Where possible please return items in their original packaging. If for any reason you no longer have this packaging and are returning an item to us, please use suitable packaging to return your item. Please make sure the alternate packaging covers the item completely and is waterproof.

Send an email to info@thescubaprostore.co.za to receive a Return Request Form. Please add to your parcel a copy of the packing slip/order confirmation and the guarantee certificate (if supplied) as well as the completed Return Request Form.

Once your return is received and inspected (usually within 72 hours of receipt),your refund will be processed and a credit will be automatically applied to your credit card or original method of payment within 30 days. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account.

You can return the product within seven (7) days, along with the original packing slip, once you have completed the Return Request Form.

You have two options for returning items purchased from The Scuba Pro Store;

  1. Return or Exchange an Item through The Scuba Pro Store;

    A completed Return Request Form is required for all returns. Please contact a customer service representative at The Scuba Pro Store at +27 (0) 11 444 6563 via email info@thescubaprostore.co.za to notify of your request.

    Please return your purchase in its original packaging and accompanied with the original packing receipt to the below shipping address:

    Scuba Equipment Africa
    Unit B7
    Northlands Deco Park
    Newmarket Road
    North Riding 2169
    South Africa

  2. Return or Exchange an Item at an Authorised Dealer

    You may replace or exchange an item within seven (7) working days from the date of receipt at your Selected Authorised Dealer, pending product availability in store.

    To return an item to your Selected Authorised Dealer;

    1. Bring the item you wish to replace or exchange in its original packing materials and accessories.
    2. If available, bring the packing slip that came with the item.
    3. If you do not have the original packing slip, you are able to print out the order history by logging into your The Scuba Pro Store account.

    Once your return is received and inspected your refund will be processed and a credit will be automatically applied to your credit card or original method of payment within thirty (30) days of receipt of cancellation.

    Please see our full Returns & Refunds Policy for further information.

Once you receive any product, if you are unsatisfied in any way, complete the online Return Request form and return your purchase within seven (7) days of the date of receipt of the goods.

You may not return goods if after having been supplied the goods you have partially or entirely disassembled, physically altered, permanently installed, affixed, attached, joined or added to, blended or combined, or embedded within other products or property.

Please see our full Returns & Refunds Policy for further information.

Scuba Equipment Africa is happy to refund valid purchases provided they are returned to the correct address and within the specified notification period.

Refunds will be initiated once all goods are returned to Scuba Equipment Africa and will be processed to the account or credit card that payment was received from within thirty (30) days from date of receipt of notification of returned goods.

Orders that were placed and shipped will only be refunded for the value of the goods purchased and not the shipping (unless we delivered the item to you in error or if the item is damaged or defective).

Only products that are received in their original condition and packaging, and clothing that has not been worn, washed or altered will be refunded.

Please see our full Returns & Refunds Policy for further information.

Orders

If you do not receive your order within 10 working days (within South Africa only) or more after completing your checkout, please Contact Us (please provide us with your name, email, order number, and phone number) and we will attempt to resolve the issue right away.

If you have any further questions about your order, please feel free to contact Customer Service who will gladly assist you;
+27(0) 11 444 6563 / info@thescubaprostore.co.za

If we've sent you goods which is different to what is listed on your packing slip or order confirmation we will happily exchange it and return postage will be at our expense. You must notify us in writing via our Return Form or contact our Customer Service Department and we will arrange for collection of the incorrect goods.

When purchasing online at The Scuba Pro Store, your packing slip, sent with your shipment, serves as a receipt. Should you require an invoice for your purchase, please contact your selected Authorised Dealer (indicated on your order confirmation). Inform them of your order number and purchase through The Scuba Pro Store and they will be able to assist you by issuing an invoice to you.

Once you have completed the checkout process, a new order confirmation receipt email will be sent to the email address provided with all important order information. Please make sure to retain a copy or print this order receipt for your reference.

If a product is in stock and is not a special order item, we’ll dispatch your order within 1 working day provided there are no problems with authorising your payment and you placed your order before 12h00. Once your order has been dispatched from our warehouse you will receive a order status email advising of your parcel tracking reference and details.

For further information read more on our Shipping Policy.

If your order was paid by a Credit card, you will be charged at the time of confirming and placing your order through our secured payment gateway, Virtual Card Services. Should the transaction be unsuccessful, you will be notified immediately and the order will not be processed at the time.

We do everything in our power to ensure that your goods arrive in perfect condition but if there is a problem with faulty or damaged goods please contact our Customer Service Department. We will arrange for collection of the damaged goods.

Payment & Security

If your order was paid by a Credit card, you will be charged at the time of confirming and placing your order through our secured payment gateway, Virtual Card Services. Should the transaction be unsuccessful, you will be notified immediately and the order will not be processed at the time.

If you pay by bank transfer, please allow a further 2-4 business days for us to receive your money in our account. Only once payment reflects will you receive the order confirmation.

Unfortunately The Scuba Pro Store does not currently accept payments via PayPal. Please Contact Us if you have any concerns with our existing methods of payments and we will do our best to assist you.

The Scuba Pro Store strives for guaranteed maximum protection when it comes to internet payment security.

When you order online at The Scuba Pro Store, your bank details are encrypted and sent to our server using the SSL protocol (Secure Socket Layer). This payment protocol is standard and known for transmitting data securely by internet. They are never stored.

Furthermore, all of the information you provide during the ordering process is restricted to our trusted staff, who are up-to-date on our security and privacy policies.

If you have any further questions about the security of ordering online at The Scuba Pro Store, please feel free to contact our Customer Services Team on +27 11 444 6563 or via email at info@thescubaprostore.co.za

Payment may be made via Visa or Master Card credit cards or by bank transfer into the Scuba Equipment Africa bank account, the details of which will be provided on request.

By Credit card:

We accept Visa and MasterCard credit card payments. Your Credit/Debit card will be charged at the time of placing your order through our secured payment gateway: Virtual Card Services (VCS). For online payments made by credit card, the "Secure Socket Layer" (SSL) security system is used, which allows for encrypting your banking information when on the network.

Please note that if the security department suspects fraud, we have the right to cancel the transaction for security reasons.

By bank transfer payments:

You may also make payment by bank transfer if you are a South African customer only, details of banking information will be provided on request. Once your payment is received, we will dispatch your goods. The processing of off-line payments may take several days.

Important: If you choose to perform a Bank Transfer as a payment method, your ordered items will only be reserved or backordered once your payment is accepted on our account.

Important: Please transfer the total invoice amount using your surname and the order number as the reference indicated when you are finishing the order.

We recommend as a first step to double check the credit card number and expiration date on your card. Also, please be aware that we currently only accept Visa and MasterCard for credit card payment.

If your credit card information is correct we recommend calling your bank. Your financial institution may have placed a temporary security hold on your card to ensure it is really you trying to make the online purchase. This can be a common occurrence if you are new to or infrequently order online, or if you’ve placed several online orders in a short amount of time. Since these error messages generally tend to come from your bank’s servers and not from our site, we recommend calling your bank first for further information if you have received an authorisation error. Should there be no issues with your card, please contact our Customer Service Team and we will do our best to assist with processing your order.

For South African customers:

The price displayed for each item sold on The Scuba Pro Store is inclusive of 15% VAT.

For Sub Saharan African customers:

VAT does not apply to orders that are to be shipped outside South Africa. These areas will be priced and billed with VAT deducted. Please note that local tax and customs duty may apply. For full details please consult your local Customs office.

For South African customers:

If your products are delivered to an address in South Africa, the price shown at checkout is the total price you will pay. This price includes product, shipping and VAT.

For Sub Saharan African customers:

Some countries may impose import duties on deliveries. Customers are responsible for any applicable customs duties or taxes that may be imposed on a delivery in the destination country. For full details please consult your local Customs office.

Once we have received your payment, and it has been approved by the bank, we will immediately send you an order confirmation with your payment status. If there are any problems with the payment process, we will be sure to contact you immediately.

If you pay by bank transfer, please allow a further 2-4 business days for us to receive your money in our account. Only once payment reflects will you receive the order confirmation.