FREQUENTLY ASKED QUESTIONS – SANDMARC

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FREQUENTLY ASKED QUESTIONS

SHIPPING

USA

For any support related questions, contact us HERE

Which countries does SANDMARC ship to internationally? 

Currently, SANDMARC ships to the countries listed in this link.

What is the shipping cost for US Orders?

For US orders, the standard shipping cost is FREE. 

If you opt-in for FedEx Second Day option, the shipping cost is $19.99.

What is the shipping cost for international orders?

For international orders, the standard shipping cost is at a flat rate of $9.99

How long does it take to ship after ordering an item?

In the United States, standard free shipping: 3-5 business days and is shipped through USPS. 

For international shipments:10-20 business days pending no customs delays.

For UK, Germany, Spain, Italy and France: 7-10 business days pending no customs delays.

Who handles customs, duties and taxes for international shipments? 

All customs, duties and taxes are the responsibility of the customer.

As the taxes and duties vary by country, please check with your customs office for estimated cost.

WARRANTY
60 Day Money Back Guarantee

If, for any reason, you're not completely satisfied, you can receive a full refund within 60 days of purchase, guaranteed! We have a hassle-free return policy to make the return and exchange process seamless.

For any support related questions, contact us HERE

Warranty

We guarantee SANDMARC products to be free of defects in materials and workmanship to the original buyer for the lifetime of the product. This warranty does not cover damage due to misuse or extend to any SANDMARC product that has been modified. Only original SANDMARC products are covered under this warranty.

 

RETURNS AND EXCHANGES
Returns

Unused items can be exchanged or returned within 60 days of purchase. We'll also cover the shipping both ways in the U.S.!

 

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. 

 

Exchanges

If you need a different item, we will exchange any item as long as they are unused and are in the original packaging . We will also replace your item if it comes defective or damaged. For exchanges, please first send us an email at exchanges@sandmarc.com stating your name, email, phone, order number and the specific style, color and size you purchased from us. Once you receive our confirmation, send your item to the address in the shipping section below. 

 

Late or missing refunds

If you haven’t received a refund yet, first check your bank account. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank again. There is often some processing time before a refund is posted. If you've done all of this and you still have not received your refund yet, please contact us at refunds@sandmarc.com.

 

Sale items

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

 

Shipping

To return or exchange your items, please send us an email at shipping@sandmarc.com and we will send you a prepaid return label. 

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

 

PAYMENTS
What are my payment options with SANDMARC.com?

You can either pay through paypal or through your credit card.
We accept Visa, Mastercard, American Express, and Discover.

PRODUCTS
SANDMARC Pole Series

Are the Black, Compact & Metal Editions waterproof? 

Yes, they are waterproof and can be used for diving, surfing, etc. They are made from aluminum material that is rust-proof and waterproof.

What is included in the Black, Compact or Metal Edition package? 

The package comes with the pole, removable tripod mount, thumbscrew and extra nut.

What is the difference between the Black, Compact & Metal Edition poles? 

The primary difference is length. The Compact Edition is the shortest and Metal Edition is the longest when extending.

Can you disassemble and assemble the Black, Compact or Metal Edition?

Yes, you are able to disassemble them for cleaning purposes and assemble them back again. For full instructions on how to do so, please check this link: Video Tutorial

Do all the poles float? 

As the poles are telescoping and can be dissembled, they do not float. We recommend purchasing the SANDMARC Floaty for having that feature.

SANDMARC Carbon Grip

Does the Carbon Grip float? 

Yes, it floats your GoPro both with and without an LCD screen.

What is included in the Carbon Grip package? 

The package comes with the grip, an aluminum tripod mount, plastic thumbscrew and a strap.

HOW DO I BECOME A RESELLER

For wholesale and distributor information, please email us at sales@sandmarc.com or use the contact form. Our team will get back to you within 24 hours..

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