Billing Boats USA FAQ
What forms of payment do you accept?
We accept all major credit cards. We apologize but at this time we do not accept PayPal, checks, money orders or COD’s.
Is shipping refundable?
Once a package has gone out, shipping is non-refundable.
I’ve ordered multiple items, will they ship together?
Yes, unless an item in your order is out of stock your order will ship at the same time. Orders may be shipped in multiple boxes depending on what was ordered, please pay attention to your tracking for more information.
Will I be notified if something is out of stock?
Yes, we will notify you via email if something is out of stock.
What is your return policy?
If you are not satisfied for any reason, you may return your purchase in original condition within 30 days for your money back or exchange. There will be a 15% restocking fee of original purchase price on all model kits.
Shipping is NOT refundable.
Original condition means that no internal packaging has been opened and everything including the kit box itself is undamaged. All of our shipments are shipped with insurance. If upon delivery you see damage, notify us by email immediately.
Billing Boats factory seals the inside contents of their kits. If you are unsure about a kit, please send us an email before purchasing, in most cases we can send you a PDF of the instructions and answer questions about complexity.
Any kit that has a sticker on the outside of the box stating that it is non-returnable once broken will not be accepted as a return or exchange if the seal is broken.
Authorization is needed for all returns and exchanges. Please email firstname.lastname@example.org for authorization, please include your order number and the reason for the return. Any order that does not receive prior authorization may not be refunded and/or the process will take longer.
All refunds take up to 72 business hours to process. Longer wait times might occur during peak seasons.
If your order is damaged in any way during transit, take pictures of the box prior to opening it and email the photos to us immediately. You have 7 days after delivery to email us.
Please include a copy of your invoice or packing slip along with a copy of the emails so we can process the return. Any return shipped to us without these items may take longer to process.
Customers are responsible for return shipping unless the shipment was damaged in transit.
Any order returned to us without prior authorization or after the 30 days will not be refunded or considered for exchange.
We will not process any returns over the phone.
We are not responsible for lost or stolen packages.
Can I change or cancel an order?
If you wish to cancel or change an order once it has been submitted, you must contact Customer Service via email – email@example.com within 24 hours of submission. We will make every effort to cancel the order when possible. We are not able to change or cancel orders that have already been shipped.
Items cannot be added into an order once it is placed. Please place a second order, we will then combine your orders and refund any shipping overages.
Are all of the items on your site available and is the information accurate?
We do our very best to try and make sure that all of the items marked “In Stock” are available, but sometimes we make mistakes and something becomes unavailable quicker than we can mark it as such. If you order an item that is out of stock, we will notify you by email.
Where are you located?
We are located in San Lorenzo, Ca. A small little town in the heart of the San Francisco Bay Area.
Are you the same company as Ages of Sail? Can I combine shipping from both sites?
We are the same company as Ages of Sail. If you place an order on both sites, please notify us via email that you would like to combine the shipping of your orders. When emailing, please give us your order numbers from both sites, any shipping charges that go over what we actually pay to ship your orders will be refunded.
Do you ship internationally?
Yes! There are very few countries we haven’t shipped to.
Can I visit your establishment?
We’d be happy to see you! We are open for walk in customers Monday through Friday from 9am to 3pm and Saturday from 10am to 2pm.
What are your operating hours?
Phones are answered Monday through Friday from 8:30am to 3:30pm PST.
Orders are shipped out Monday through Saturday.
Please note that we are closed for all major US holidays.
What is the best way to get in touch with you?
Email is always the best way to get in touch with us as we have staff that can answer email remotely. Our email address is firstname.lastname@example.org
If you’d prefer calling, you can reach us at (510) 889-6000
Please note that it can take us up to 48 business hours to respond to emails during peak times of the year. We do our best to answer everyone as quickly and efficiently as possible.
What shipping services do you use? How much does shipping cost? Will there be import fees?
Currently we use FedEx to ship out packages.
Prices on shipping vary greatly. All shipping quotes given prior to the order being finalized are the most accurate and up to day. The cost is dependent on the method chosen as well as the size and weight of the items in your order.
International orders may incur import taxes and fees, we do not know what they will be nor if they will be charged to you. Customers are responsible for any fees that are due prior to delivery. It is a Federal Offense to mark a package as “gift” when being shipped from a company so we will not mark a package as such, no exceptions will be made.
I don’t like the price of shipping, will you ship with stamps?
While we understand the frustration of shipping costs, we do not currently ship via stamps. This is for your protection as well as ours as there is no way for either party to track the package if it gets lost.
Can I have my package picked up by my own shipping services?
With the exception of some wholesale accounts, we do not currently allow for personal courier systems to pick up packages.
Where do you ship from? How long before I get tracking, and how long will my order take to arrive?
We currently ship from the San Francisco Bay Area in California.
During normal operation hours, orders are generally shipped out within 24 hours. During peak seasons some orders may get slightly delayed. Any order that has been placed using an expedited service will have priority to ship out the same or next business day depending on the time of day the order was received.
The speed of delivery depends greatly on the shipping method chosen at checkout. Domestic orders shipped via FedEx ground does not give an estimated time of delivery but is generally between 5-7 business days. Expedited services have guaranteed delivery slots and will vary depending on the speed chosen. International orders can take up to two months to be delivered depending on where in the world you are located regardless of the shipping method chosen.
We have no control over FedEx, you are responsible for tracking your package and making sure it’s delivered.
Please note that delivery times and dates are estimations given and unless otherwise noted not a guarantee, we are not responsible for shipping times being later than expected.
We do not have warehouse staff on site 24/7 so please be patient with us if your order does not ship immediately.
I placed my order over the weekend. Will it ship on Monday?
Generally yes, orders during peak seasons may take an additional day to get out, if you need something quickly please choose an expedited shipping service.
Can you ship to a different address than the Billing Address?
I see a box that says “Coupon Code.” How do I get a coupon code?
At this time, we do not offer Coupon Codes.
Do you take orders by email or phone?
While we can take orders over the phone, the safest and quickest method of placing an order is on our website. Phone orders are manually processed and during busy times are not processed as quickly as orders placed online.
NEVER SEND CREDIT CARD INFORMATION OVER EMAIL. We cannot guarantee the safety of your account if you decide to email us any credit card information.
The item I’m interested in I can’t add to my cart, why?
If an item can’t be added to your cart, that means that we are currently out of stock.
All of our tools are imported from England and the kits and fittings from Denmark. The glue and paint are domestically produced and generally come back into stock quicker than the tools, kits and fittings.
We order frequently throughout the year, however our orders are dictated by the manufacturers and what they currently have in stock when we place our orders. We try to get things in as quickly as possible, but can’t always accommodate this.
Do you carry (insert item here)?
If it’s a discontinued kit, or not a Billing Boats product, then at this time we do not carry it. For a wider selection of kits and fittings, please visit our sister site agesofsail.com
Still have questions?
Feel free to email us!