About SailorSams.com / FAQ

Hours of Operation (for Telephone Sales & Service)

Regular Office Hours: Monday thru Friday 9 am-6 pm Eastern Time

Toll Free Telephone (continental USA) 877-230-7353
(International Telephone: 941-378-0330)

Toll Free Fax (continental USA) 866-305-7431
(International Fax: 941-378-0550)

We do return phone calls, so if we don't answer (we could be temporarily preoccupied with other customers), please leave a message, including your preferred call back time and phone number.

Company Information
Fax Order Form
Order Acceptance
Privacy Policy

Returning Products (Return Policy)
Secure Checkout
Shipping Damage
Shipping Policy
Warranty

Company Information - SailorSams.com:

SailorSams.com is an American owned and operated internet-based business located in Sarasota, Florida. Products ship direct to you from the importer/distributor warehouses. Most items are shipped promptly while other items take longer to process. For example, Kenyon typically stocks a couple of each cooktop, however, larger orders are produced upon order. Indel Webasto refrigerators may need a door reversed. Suppliers may test products before shipping to confirm quality assurance. Additionally, shipping across the country can take up to 5 or 7 business days. Different products are warehoused in unique locations and may be shipped separately. If an item is on backorder, we will attempt to notify you as soon as we can. Providing your correct email address and telephone number can help this.

You are welcome to call with part numbers for more details. Of course, most product shipments can be expedited - call to confirm and get a freight quote - toll free in USA: 877-230-7353 (international 941-378-0330).

Our goal at SailorSams.com is to provide quality products coupled with a top quality web site for your ease of purchase and protection. We also provide many unique products, including: Small Microwaves, Marine Refrigerators, LED lights and much more.

General Mailing Address

Note: unique products ship from unique locations in the USA - ship info

Please call before sending a mail order.
Please have us confirm the order total (with tax and freight).
Also, please confirm the correct mailing address, which may vary with travel schedules (we don't want your order stuck on hold with the post office).
SailorSams.com
7832 Kavanagh Ct
Sarasota, FL 34240
(Office only - No inventory on premises -
Please do NOT return merchandise to this address).

To return merchandise, please call, fax, email
or refer to Product Return Instructions

If shipping damage occurred, click here

Order Acceptance and Tracking / Follow-up

How you will know your order was accepted?

First, upon submitting your order, your browser should show you a receipt page.
You may want to print this receipt for your records.

Second, an order confirmation will be sent to you via email (provided that you entered your correct email address and everyone's email servers and the internet are functioning properly - free email services that many people use often have delays). In most cases you will receive an email notification the day after your product has been shipped, including a tracking number and a link to the shipping company. In other cases, our distributors do not provide tracking numbers unless we specifically request it for you. At busy times, we may not have time to devote to tracking and "drop the ball". The bottom line is: if you haven't heard from us, please call or email to find out the status of your order! If you have questions, email us at info@sailorsams.com or call toll free in USA: 877-230-7353 (international 941-378-0330).

Privacy Policy

Privacy Policy: SailorSams.com holds your personal information confidentially. SailorSams.com does not share, sell or give away any of your personal information (including email address and telephone number).

Returning Products: Money-back Guarantee / Return Instructions

We typically provide a 30 day money back guarantee. Sometimes it is possible to have up to 60 days, however, the sooner you contact us to return an item, the better. Warranties vary by manufacturer - see Warranty. Shipping damage is covered by insurance - see Shipping Damage.

Note: You MUST request and include a Return Authorization "RA" number with any item(s) you return. If you want to return ANY product, please EMAIL US FIRST FOR AN RA NUMBER AND appropriate SHIPPING ADDRESS!!!

The best way is to reply to your order receipt email, simply stating the item(s) you want to return, and why.

Otherwise, email us at info@sailorsams.com and include all of the information you can to help us get the process started (Order #, who placed the order, who the order was shipped to, the item(s) you want to return, and why.

We guarantee your satisfaction with our products. If you are not happy with your purchase - for any reason (except for shipping damage - see shipping damage info), you can return the product for replacement or for credit of your purchase price within 30 days (60 days on some items). Many of our products are shipped direct from the manufacturer/importer/distributor. Some of them (Ace Dock, Indel Webasto, and Kenyon Custom in particular) may charge a restocking fee, possibly as high as 20% or more, on returned goods. Others may charge a restocking fee as well, particularly after 30 or 60 days. We reserve the right to charge you (deduct from your refund) for any restocking fees incurred. Shipping costs are not refundable. In order to receive credit for your returned goods, you must meet the following criteria:

To qualify for a refund, products must be returned in their original, new condition, including the original packaging, with all documentation, warranty cards, manuals, and accessories intact. All costs related to return shipping must be paid by the customer.
Contact us for a Return Authorization Number.
Confirm the correct Return Shipping Address for the specific product (sometimes an item needs returned to an evaluation center elsewhere from the source location).
Include a copy of your receipt with the returned items marked, along with the reason for returning the product.
Properly package the product to prevent damage.
Insure the product with the shipping company for the purchase price.

Toll Free in USA: 877-230-7353
international: 941-378-0330
Email: info@sailorsams.com
Fax 941-378-0550 Fax

Secure Checkout

SailorSams provides a secure checkout process. In order to be able to generate an SSL (Secure Sockets Layer) link, a web server requires an SSL Certificate. SailorSams uses the best industry standard SSL Certificate for creating encrypted data. This ensures that all data passed from your browser to the secure server is private and integral (each SSL certificate creates unique encryptions by design).

Due to the stringent credit/debit card security process we use, sometimes it can be difficult to process a transaction. Fraud prevention is important to us all - for example, the billing address you enter during checkout must match your card statement billing address. This is to protect both you and us. If your order is rejected due to an AVS mismatch (address verification system mismatch), call the telephone number on the back of your card and confirm your billing address with them, the card issuer. They are the only ones you can confirm this with or that can update it.

Credit Card Processing

Shipping Damage

Please Inspect your products immediately upon receipt (open all packages and confirm the contents are ok) ! If damage occurs during shipping of any product to you, refuse delivery if possible. Immediately email or call us at 877-230-7353 / International 941-378-0330, or you may lose your rights. The delivery company is responsible for delivering your product intact, but they must be promptly made aware of any damage caused during shipping. We do insure shipments with the delivery companies to cover replacement of damaged product. We will attempt to get a replacement product shipped out to you asap.

Warranty Information

The manufacturers of the products we carry generally warrant the products under normal, non-commercial usage for a period of 90 days to twenty (20) years* from the date of purchase, depending on the manufacturer and the product. Warranty is generally made to the original purchaser only. Manufacturers generally require proof of purchase for all warranty claims. If a warranty card is included with any product, please review the Warranty information before using the product. Any such warranty card is generally the prevailing warranty for the product. *Close-Out / Blow Out Specials have 90 day warranties provided by SailorSams.com, unless otherwise specified.

For specific warranty information, you may contact the manufacturers / distributors directly (or we can do it for you). They each may change their policies without notifying us, therefore we do not generally publish this information. Using the 3 letter prefix from the part number on the SailorSams.com web site, you can determine the manufacturer / distributor from the "Return Shipping Addresses" above. Phone numbers are provided for each of them.