Shipping Information
Shipping Methods & Delivery Times
| Shipping Method | Carrier | Cost | Delivery Time | Notes |
|---|---|---|---|---|
| Standard Shipping | DHL or FedEx | $12.95 | 10-15 business days after shipment | Tracked service |
| Free Shipping | EMS | Free for orders over $50 | 15-25 business days after shipment | Available for orders $50+ |
Shipping Regions: We ship worldwide, excluding some Asian countries and remote locations. Please contact us if you’re unsure about delivery to your area.
Returns & Exchanges Policy
- Return Period: 15 days from delivery date
- Items must be unused and in original packaging
- Free return shipping for defective items
- Refunds processed within 5-7 business days
Eligibility Requirements
To be eligible for a return or exchange, your item must meet the following criteria:
- Return request made within 15 days of receiving your order
- Item is unused and in its original condition
- Original packaging and tags are intact
- Proof of purchase (order number or receipt) provided
Non-Returnable Items
For safety and hygiene reasons, the following items cannot be returned or exchanged unless defective:
| Product Category | Reason |
|---|---|
| Apparel (wetsuits, drysuits, apparel) | Hygiene reasons – intimate contact with skin |
| Drysuit Undergarments | Hygiene reasons – worn next to skin |
| Boots & Socks | Hygiene reasons – direct foot contact |
| Opened or used diving equipment | Safety requirements – equipment integrity |
Return & Exchange Process
Step 1: Submit Return Request
Email our customer service team at [email protected] with the following information:
Subject: Return/Exchange Request – Order #[Your Order Number]
Body:
- Order Number:
- Date of Delivery:
- Item(s) to Return:
- Reason for Return: (Defective/Wrong Size/Change Mind)
- Preferred Resolution: (Refund/Exchange)
- If Exchange: Preferred Size/Color:
- Contact Phone Number:
Step 2: Receive Authorization
Within 2 business days, we’ll email you a Return Authorization Number and shipping instructions. Do not ship items without this authorization.
Step 3: Package and Ship
Securely package the item(s) in their original packaging with all tags attached. Include a copy of your order confirmation or return form.
Step 4: Return Shipping
Choose one of the following return shipping methods:
- Standard Return: Use any tracked shipping service
- Defective Items: We provide a prepaid return label
Refund Information
Refund Processing Time
Once we receive and inspect your return:
- Refunds processed: Within 5-7 business days
- Credit card/PayPal refunds: 3-10 business days to appear on your statement
- Original shipping costs: Non-refundable (except for defective items)
Refund Methods
Refunds are issued to your original payment method:
| Payment Method | Refund Processing |
|---|---|
| Visa/MasterCard/JCB | Credited to original card |
| PayPal | Refunded to PayPal account |
Exchange Process
Exchanges follow the same process as returns. Once we receive your return, we’ll ship the replacement item using your preferred shipping method. You’ll be responsible for any price differences and additional shipping costs.
Defective or Damaged Items
If you receive a defective or damaged item:
- Contact us within 7 days of delivery
- Provide photos of the defect/damage
- We’ll cover all return shipping costs
- Choose between replacement or full refund
Need Assistance?
Our customer service team is here to help with any shipping, returns or exchanges.
Email: [email protected]
Response Time: 1-2 business days
Address: 28 Railway Avenue, Tatura East, AU 3616, Australia
At Mares Diving Shop, we’re committed to ensuring your complete satisfaction with our professional diving equipment. Dive secure, shop with confidence.