Frequently Asked Questions
If you aren't able to find answers to your questions please feel free to contact us and we will get back to you as quickly as possible. In addition to the Frequently Asked Questions below you can visit other pages on our website for information on Payment, International Orders, Shipping, and Returns.
Placing your order
Will I need to be available to sign for my package?
Most shipments sent ground to not require a signature. Higher value orders and orders shipped via "Express" will typically require a signature upon delivery.
Are all the items shown on your website actually in-stock and available?
We work to ensure that all items available for sale on our website are actually in stock. This requires regular inventories to make sure our numbers are in order as well as frequent updates since our e-commerce site uses the same inventory as our Orlando retail store. Occasionally, but not often, our inventory will be off or an item that just sold in our Orlando store will also be sold on our e-commerce site before the numbers have been adjusted. In that case we will contact you as soon as we are aware of the discrepancy.
Can I place my order over the phone or through your contact form?
Absolutely! We often take orders over the phone or receive emails or contact forms from customers asking us to hold products or order something special for them. If you're not sure what you need and want help picking it our or if you are looking for something that isn't on our website then this is a great option. Please keep in mind that if we are busy helping a customer who is currently in our retail store we may have to call you back. If you know what you want and don't have any questions then placing your order online is more efficient but you are always welcome to call an order in.
Do you take special orders?
We fill special orders for everything from fly tying materials to high end fly reels on a regular basis. If there's something in particular you're looking for just give us a call or fill out our contact form. We'll get back to you with a price and an estimated delivery date. If there's a particular date when you need the item(s) please let us know. If you are coming to Orlando from out of town and we have enough time before your trip (3 weeks or more is ideal) we can special order what you want and have it waiting for you when you arrive.
Can I change a recently placed order?
As long as your order hasn't shipped we are happy to modify your order. You can either give us a call at (407) 896-8220 or send a reply to your order confirmation email with whatever instructions you have. If you want to add to your order you can call it in, send an email or place a second order on the e-commerce system. Because we are not able to charge more for a transaction than the amount initially authorized, adding to the value of an order will require an additional payment. Please see "Credit Card Payment Overview" below for more details.
Please note that if you place a second order on our online store the full cost of shipping for the additional items will be charged. Assuming we are able to combine orders for shipping we will adjust the shipping charge for the second order to reflect the actual cost before completing the credit card transaction.
Can I upgrade my shipping after placing my order?
If your package hasn't already been sent we can upgrade your shipping. Please contact us as soon as possible. If it is during normal business hours your best bet is to give us a call at (407) 896-8220. Otherwise you can call or send a reply to your order confirmation email. If there is an additional charge we will need to either get your credit card information through and additional online payment or call us at (407) 896-8220. If you would prefer an online payment let us know and we will email you instructions.
Credit Card Payment Overview
We accept Visa, Mastercard and American Express in our Orlando location and on our e-commerce site. Our e-commerce site uses SSL encryption to keep your private information secure. As an added layer of security our system is set to discard your credit card details after your transaction has been automatically approved. This means that we never have access to your full credit card details. In addition, we are not able to charge your card for more than the amount approved through the e-commerce system.
This makes your transaction more secure but it does present a problem when you want to add to your order or upgrade your shipping. In order to make an addition we need to either collect your credit card details via phone or through an additional online transaction. We think you'll agree that the added security is worth the hassle. If you would prefer to give us your credit card details over the phone just give us a call at (407) 896-8220. If you would prefer to pay online please send us an email or fill out our contact form with details about your request and we will send you information about how to make the payment.
Why was my credit card declined?
Credit card security on our e-commerce payment system is necessarily set very high. If your billing address, security code etc. don't match the information the bank has on file your transaction will be declined. Every once in a while there is a tiny discrepancy in information that keeps a card from going through even though the customer enters everything correctly. The best workaround is usually to just get your information over the phone and run it through our in-store register. You can give us a call at your convenience or fill out our contact form and let us know when would be a good time to call you. If you call when we are closed and get voicemail feel free to leave a message. Another option is to pay with PayPal (see below).
Can I pay using my PayPal account?
Our website is set up to accept payments via credit card only but we can, by special arrangement, take payment via PayPal. If you prefer to pay for your purchase of at least $50 with PayPal get in touch with us using our contact form or one of the other methods at the top of the page and we'll figure out the details and send you a payment request.
Why was tax charged on my order?
As a retail business we are required by Florida law to charge sales tax on any items sold at our store location in Orlando or shipped to a destination within the state of Florida. The Florida sales tax is entirely separate from any import taxes or fees you may incur by bringing your purchase through customs into another country. We are not responsible for and cannot provide any information about any taxes or fees due when transporting your purchase to another country.
When will my order ship?
Ground orders received by 10:30 AM Eastern Time are delivered to the carrier no later than the morning of the next business day. Expedited orders received on a weekday by 10:30 AM will be shipped that day. These are the slowest shipping times you should expect. Often if an order is received by 3 or even 4PM we are able to get it on the way the same day. If you need your order more quickly your best bet is to give us a call during normal business hours since it may be an hour or more before we're able to check email. If there is a problem with your order requiring your input we will send you an email as soon as the problem is discovered. When placing your order please make sure you use an address that you check regularly as a delay in response will also delay shipping.
International orders must be delivered to the post office in person and are dropped off the next business day after the order is placed and payment received.
How will my order be shipped?
Our e-commerce website allows you to choose the shipping method for your order. Occasionally, most often due to size limits, we may need to change the shipping method. When this happens we will do our best to make sure the method used is an upgrade from the method you chose and will let you know about the change by email.
If you need to have your order in your hands in the next four or five business days, we strongly suggest you choose an express shipping option. Please be aware that shipping times provided by the various carriers typically do not include weekends.
Can I upgrade my shipping method after placing my order?
If your package hasn't already been sent we can upgrade your shipping. Please contact us as soon as possible. If it is during normal business hours your best bet is to give us a call at (407) 896-8220. Otherwise you can call or send a reply to your order confirmation email. If there is an additional charge we will need to either get your credit card information either through an additional online payment or with a phone call to us at (407) 896-8220. If you would prefer an online payment let us know and we will email you instructions.
When will my order arrive?
For specific information about shipping times please check the website of the carrier who is transporting your package. Your Ground shipment to a U.S. address typically will arrive three to six days after it is shipped, depending on your location. During times of high volume or bad weather delivery the transit time on non-guaranteed services can go a little long. If it seems like your order is taking longer to arrive please check your tracking information, if provided, then contact us if you suspect a problem. If you absolutely need your package in the next 7 or 8 business days (i.e. you're going on a trip to the Seychelles) we suggest you upgrade to express shipping.
My order should be here but hasn't arrived yet.
Orders shipped to a US address should arrive within 7 to 10 business days even if you choose the most basic First Class option. Express methods will be much quicker. Unless we don't have your email address or the carrier doesn't provide tracking information, you will receive a tracking number for your order when it is shipped. If your order is taking longer than expected to arrive please check the tracking information to see where it is. If you think there may be a problem please contact us.
The US Postal Service website provides estimates of delivery times via different services to most countries in the world. Please be aware, however, that because the delivery of international shipments is subject to the actions of customs and the local mail service in the destination country, delivery times can vary significantly from estimates.
Because delivery times are typically very short, tracking information is provided, and the US Postal Service will help us track down delayed/lost Express packages, our preferred international shipping method is USPS Express International. Because prices are quite a bit lower, we ship most smaller/less expensive international orders via USPS Priority and occasionally ship First Class as well.
If you feel that your order is taking longer than it should to arrive, please check the tracking information provided when your order shipped and see where it is. If it appears that there may be a problem feel free to contact us and we will see what we can find out. Once a package is in customs there is usually not much we can do to track it and you will likely be able to get better information from the local postal service than we can provide. Delivery times vary widely by destination but, in general (on the long end), Express shipments should be in customs within 7 or 8 business days, Priority shipments within 10 or 12 business days and First Class shipments within 20 business days. The time your package sits in customs is entirely dependent on the destination country's customs process. In order to process insurance claims, we are obligated to abide by the timetable set by the US Postal Service. Especially with First Class shipments, this may mean waiting longer than either you or we would like for a shipment to arrive.
We treat lost/significantly delayed orders on a case-by-case basis and will always do our best to take care of our customers. Our experience is that orders occasionally get held up in customs for significant periods of time but almost always end up being delivered to their destination. Please understand that we can not process an insurance claim until the Post Office has given up on delivery. This is rarely an issue but when it is resolution can take longer than we would like.
If it is unclear whether an order is lost, one option is to process and send a duplicate order. You would be charged for both orders. If the first is, in fact, lost then you will receive a full refund for that order, including the cost of shipping. If both orders end up arriving then you will have the option of keeping both orders or returning one and receiving a refund for the price of one order minus the cost of shipping (i.e. you will end up paying for one order plus shipping for both orders as well as return shipping to us).
I'm visiting Orlando. Can I pick up my order at Orlando Outfitters or have it sent to my hotel?
Yes. We regularly hold orders in our store for customers coming in from out of town. If you want a package delivered to your hotel we will need the hotel name and location, dates of your stay, and the name your room is registered under. Please be sure that information is correct or there may be problems with delivery. Make sure you give us enough time to get your package to the hotel on time. Overnight or two day shipping is an option but is very expensive.
Will you mark my international order as a "gift" or declare a low value on the customs form?
No we will not mark your shipment as a gift or state a value lower than the purchase price on the customs forms. Aside from being illegal, this would put our company at risk and could jeopardize our ability to do business in the future. Make sure you are aware of any policies (including taxes and the right to open and inspect) that the country we will be shipping to has regarding packages arriving internationally. Whoever is receiving the shipment will be responsible for any taxes or fees required by the destination country.
Do you accept returns?
We accept returns on most items most of the time. There are, however, a couple of exceptions. Please check our Returns page for the details.
Thank you for your business!