Welcome to Marine Explorer’s FAQ section. Here you’ll find answers to common questions about our professional diving equipment, shipping policies, and more. If you can’t find what you’re looking for, please don’t hesitate to contact our customer service team.
About Marine Explorer
Who is Marine Explorer’s target customer?
Our primary customers are professional divers and diving enthusiasts who require high-quality equipment for their underwater adventures. We cater to both individual divers and diving schools/organisations looking for reliable gear from BCD jackets to speargun components.
What makes Marine Explorer different from other diving equipment retailers?
We specialise in professional-grade diving equipment with a focus on global delivery reliability. Our product range is carefully curated to include essential diving accessories and parts, with particular emphasis on durability and performance. Our efficient global shipping options set us apart, ensuring you receive your gear when you need it.
Products
What types of products do you offer?
We offer a comprehensive range of professional diving equipment including:
- BCD jackets and diving accessories
- Dive bags, backpacks and dry boxes
- Diving bands and components
- Dive computers and consoles
- Specialist equipment like compasses and buoys
- Protective covers and cases
Are your products suitable for beginner divers?
While we specialise in professional-grade equipment, many of our products are suitable for divers of all experience levels. We recommend beginners consult with their diving instructor to ensure they select appropriate equipment for their skill level.
Ordering & Payment
What payment methods do you accept?
We accept all major credit cards including Visa, MasterCard and JCB, as well as PayPal for secure online payments.
Is my payment information secure?
Absolutely. We use industry-standard encryption technology to protect all your payment information. We never store your full credit card details on our servers.
Can I change or cancel my order after placing it?
You may request order changes or cancellations within 2 hours of placing your order by contacting our customer service team at [email protected]. After this period, as we process orders quickly, changes may not be possible.
Shipping & Delivery
What shipping options do you offer?
We offer two shipping methods:
- Standard Shipping: £12.95 via DHL/FedEx (10-15 business days after dispatch)
- Free Shipping: For orders over £50 via EMS (15-25 business days after dispatch)
Do you ship to my country?
We ship globally, with the exception of some remote areas in Asia and other particularly isolated locations. If you’re unsure whether we deliver to your area, please contact us at [email protected] before placing your order.
Will I have to pay customs fees?
International customers may be subject to import duties or taxes depending on their country’s regulations. These fees are the responsibility of the recipient and are not included in our shipping charges. We recommend checking with your local customs office for more information.
How can I track my order?
For Standard Shipping (DHL/FedEx), full tracking information will be provided. For Free Shipping (EMS), basic tracking is available. You’ll receive tracking information via email once your order has been dispatched from our warehouse.
Returns & Exchanges
What is your return policy?
We offer a 15-day return policy from the date of delivery. Items must be unused and in their original packaging with all tags attached. Please see our full Returns Policy for complete details.
How do I initiate a return?
To initiate a return, please contact our customer service team at [email protected] with your order number and details about the product you would like to return. We will provide you with return instructions and the appropriate return address.
Who pays for return shipping?
The customer is responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping service and purchasing shipping insurance for valuable diving equipment.
Contact & Support
How can I contact Marine Explorer?
You can reach our customer service team at [email protected]. Our physical address is:
Marine Explorer
33 Trinity Square, Burton St
Nottingham, GB NG6I 4EE
United Kingdom
Marine Explorer
33 Trinity Square, Burton St
Nottingham, GB NG6I 4EE
United Kingdom
What are your customer service hours?
Our customer service team is available Monday to Friday, 9:00 AM to 5:00 PM GMT. We aim to respond to all inquiries within 24 hours during business days.
Still have questions? Our knowledgeable team is ready to assist you with any diving equipment queries. Contact us today and we’ll help you prepare for your next underwater adventure!