FAQ

How can I Order?

If you're not comfortable placing your order online via our secure server, there are two other methods for ordering.

Phone: Simply call our toll free customer care desk at 1-888-597-8445. Our courteous and knowledgeable staff will be able to take your order over the phone and answer any questions you may have.

Fax: You may also elect to fax your order to us at 1-812-418-2960. Please ensure that you include detailed contact info so we may contact you with any questions we may have.

How do I add an item to my order?

If you would like to add any items to your existing order, contact us via phone (888-597-8445) or email (customercare@bigtimetrading.com), and we will be happy to help you add the item(s) to your order.

How do I change, or cancel my order?

It's best to contact us as soon you know that you need to make a change or cancel your order. We try to get our orders packed and shipped out the same day that they are placed. Unfortunately after a shipment is already picked up for that day, we cannot make a change to it. In most cases, we will need to place another order and include a prepaid shipping label for easy return of the unwanted items.

When is my credit card charged?

When you enter your credit card information online via our secure server, your credit card is automatically charged.

How will my order be shipped?

Shipping rates are based on the rates table. Any order within the contiguous USA that is over $49 qualifies for FREE Shipping!

We offer a variety of FedEx shipping services so you may choose expedited shipping if desired. Our default shipping method to Hawaii, Alaska, Puerto Rico, and US Military addresses is via USPS Priority Mail and shipping to Canada is via FedEx International Mail. Please contact our toll free customer care desk at 1-888-597-8445 if you are interested in International Shipping, or have questions about delivery and shipment.

For a complete overview of our shipping rates and policies, please see our  Shipping Methods & Rates page.

How long will it take to get my order?

All orders shipped  are subject to the in-transit shipping times as published by the shipping company. Snorkel-Mart offers all FedEx services so you may elect to expedite your order if need be.

When we receive your order, it is either shipped on the same or next business day (the exception would be for a custom prescription mask, which takes 7-10 business days before shipping). Once your order is shipped you will receive a tracking number which can be used to track your package.

For an overview of FedEx in-transit shipping times for FedEx Ground service, View our guide for FedEx Ground service transit times.

Orders shipped to Canada, Alaska, Hawaii, and other international destinations are typically shipped via USPS. The shipping time for these shipments is dictated by USPS and can take anywhere from 3-10 days.

Canadian customers may wish to call us at 1-888-597-8445 for an overview of shipping options and related costs / transit times.

What if it's out of stock?

Typically if an item is out of stock, it will not be available for purchase on our site. On rare occasion products that are out of stock may appear available for you to purchase.

If your order contains an out of stock item, we will contact you within one business day for instructions on how to proceed. We do not backorder items.

If available we will offer a recommendation for a substitute product that would work equally as well as the one you ordered. If we are unable to find an appropriate replacement item, we will be happy to adjust your order accordingly.

What is the return policy?

You may exchange or return any items (with the exception of the Custom Ground Maui mask) that have NOT been used in the water within 30 days.

Exchanges: Exchanges are not uncommon, and here at Snorkel-Mart, we make it easy. If you have received an item you wish to exchange, you have two options.
  1. Call our customer care team (888-597-8445) and we will help you place a new order for the replacement item. In the box, we will include a prepaid return label for you to return the item that did not work out. Once we receive the original item back, we will issue you the appropriate refund.

  2. Place a new order online for the item you need to exchange. In the “customer comments” section, please include a note that says “Please include a return label for item from order #_ _ _ _ _ _.”  In the box, we will include a prepaid return label for you to return the item that did not work out. Once we receive the original item back, we will issue you the appropriate refund.

Returns: If you need to make a return, you can ship it to the address below. Please include a copy of your invoice with the unused product and packaging

Snorkel-Mart
241B W Grimes Lane
Bloomington, Indiana 47403

Please ship prepaid and insured, as Snorkel-Mart is not responsible for shipping charges on returns. Once we receive the items in the warehouse, we will check them in and process your appropriate refund.

Does my order come with a warranty?

Absolutely! All of our Deep Blue Gear products sold by Snorkel-Mart come with a 1-year warranty against manufacturing defects, effective from the date of purchase.

Returns under warranty are rare, however should you suspect your product has a defect, please call us at 888-597-8445 and we will be happy to help you with your warranty issue.

How do I check the status of my order?

There's nothing worse than waiting around with no information. At Snorkel-Mart we do our best to keep you in the loop.

When you place your order online you will immediately receive an email confirmation indicating you order number. Once your order has shipped you will receive a second email with a tracking number, confirming the shipment of your order.

At any time, you may contact our customer care team via phone (888-597-8445) or email (customercare@bigtimetrading.com)  and we will be happy to review your order information with you.