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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
Order Modifications
Payment Information
Shipping Information
Returns
Should I request Signature Confirmation?
If you are at all concerned about something happening to your order after it is dropped off please request that we add a delivery signature requirement. We provide this service for no additional charge. Just make sure somebody will be around to sign when your order arrives.
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 problem with a possible solution. If there is a problem with any item you ordered we will do our very best to fix the situation and make sure you are happy in the end.
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.
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.
Can I add to or otherwise modify a recently placed order?
As long as your order hasn't shipped we are happy to add to or 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. If you are adding to your order via phone or email you will need to pay separately for the additional items/service (see Credit Card Payment Information below).
Please note that if you place a second order on our online store that is below the free shipping threshold of $50 you will see a shipping fee as part of the total. Your card is not actually charged until we have your package ready to ship. If your combined order totals are above the free shipping threshold we will remove the shipping fees before charging your card. If the total is below the threshold we will charge whatever the combined shipping would be, which is generally less than the sum of the two separate shipping fees.
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 fax (see contact information at the top of the page) or you can pay the difference through our online payment form. We think you'll agree that the added security is worth the hassle.
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 as only two of us (T.J. Bettis/owner and Chris Barco/manager) have access to voicemail. Another option is to pay with PayPal (see below).
How do I pay for my international order?
Because shipping on international orders varies so widely we determine pricing on an individual basis. Once we have a price quote we'll email you the total. You can pay for your order via our secure online payment form but please don't do so until we have confirmed your total. As an alternative, we accept PayPal payments but much prefer credit card if possible.
Can I pay using my PayPal account?
We are set up to accept PayPal payments but much prefer credit card payments if at all possible. PayPal is relatively easy but is very expensive for us to use. 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. We are not responsible for the collection of any taxes or fees due outside the state of Florida. These taxes are entirely separate from any import taxes or fees you may incur by bringing your purchase through customs into 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.
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?
For U.S. orders: If your order is over the free shipping threshold and you choose the "Free Shipping" option or if you choose "Ground Shipping" your order will typically be sent "USPS First Class" if under a pound or "USPS Priority" if one pound or over. On larger items (rods and artwork) we generally use UPS or FedEx Ground Service. In addition to Standard Ground, you will find Priority Mail and 3-Day Service as options during checkout. Please note that "3-Day Service" does not include weekends and holidays so if you put your order in on a Wednesday it will arrive on the following Monday. If you need your order more quickly or have a special request please contact us at 407.896.8220 during normal business hours and we will do our best to accommodate your request. If it's nothing urgent you can also fill out our contact form or send an email.
If you need to have your order in your hands in the next four or five business days, we strongly suggest you choose express shipping. First Class or Priority mail will likely get there in time but with no tracking information and no guaranteed delivery window this can be risky when working within a set timeframe.
For international orders: depending on what we are shipping and the destination, we will typically give you a couple of options. These may include US Postal Service First Class International, Priority International, Express International and DHL Express. USPS International Express is our preferred shipping method. Please keep in mind that only USPS Express International and DHL Express offer tracking on international shipments.
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 (phone: (407) 896-822 or fax: (407) 896-8244) or you can pay the additional shipping fee via our online payment form once we give you the total.
When will my order arrive?
Your Ground shipment to a US address should arrive three to six days after it is shipped, depending on your location. During times of high volume or bad weather delivery times on non-guaranteed services can go a little long. If it seems like your order is taking longer to arrive than it should feel free to contact us. 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.
For International Orders, shipping times vary widely often depending on customs in the destination country. You can check the US Postal Service website for estimated delivery times.
My order should be here but hasn't arrived yet.
We ship all orders going to destinations within the US with a delivery confirmation so we can check to see if/when your order was delivered. If your order does not arrive within a reasonable timeframe we will re-send your order if possible or issue a refund and work with the carrier to recover the package. We guarantee that your order will be delivered but can not be responsible for it once it is dropped off. If you are at all concerned about your order being left at the delivery address please request that we add a delivery signature requirement when you place the order.
For international shipments - 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, feel free to contact us and we will see what we can find out. Delivery times vary widely by destination but, in general (on the long end), Express shipments should be there within 7 or 8 busines days, Priority shipments with 10 or 12 business days and First Class shipments within 20 business days. 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 in the end. 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 going to 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. We'll call your hotel to verify the address and make sure they'll deliver the package to the right person. 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?
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. Please don't ask us to mark your shipment as a gift or to state a value lower than the purchase price in the customs forms as we will not do so. Aside from being illegal, this would put our company at risk and could jeopardize our ability to do business in the future.
Do you accept returns?
We accept returns on most items most of the time. There are, however, a couple exceptions. Please check our Returns page for the details.
If you have any questions about your order please email us using our contact form or call us at:
407.896.8220 during normal business hours.
Thank you for your business!
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