Customer Service

 

Thank you for visiting DonziDirect.Com. We offer the widest range of Donzi replacement parts and upgrade items ever assembled in one place. We are more than just a boat parts store: we are boaters and Donzi enthusiasts with many years of marine industry experience, both in the factory and on the water. We share your passion, we understand the Donzi product, and we will do everything we can to assure your satisfaction.

 

 

Terms

 

All orders placed with DonziDirect are PREPAID IN FULL. As a small specialty shop serving a very niche market, the majority of our items are made to order. However, even for normally stocked items, your card will be charged when you place your order. For some large items which are shipped via freight (upholstery, winshields, engine hatches, swim platforms, etc.) the merchandise amount will be paid but shipping will be charged once the item has been completed and packaged for shipping. Once an item has shipped, tracking information will be provided.

 

 

Payment Methods

We accept Visa, Mastercard, Discover, and American Express through our website and via telephone. Or, you may pay via Paypal. If you have any payment questions, need special arrangements or would like to pay by phone, please contact our customer service team at 888.441.1614.

 

 

PayPal Buyers

Special note for customers using Paypal -- Please verify that the shipping address you choose on the order is IDENTICAL to your Paypal shipping address. If they do not match and we cannot reach you on the shipping day, we MUST ship the order to the Paypal shipping address.

 

 

Ordering and Lead Times

The Donzi model lineup spans over five decades, with hundreds of different models and thousands of unique configurations. In some cases, the part you need may have only been used on a handful of boats. Accordingly, some parts are exceedingly rare and take some time to produce or acquire! While we do stock the most popular items and keep them on hand for immediate delivery, many items are MADE TO ORDER.

 

Approximate lead times are given in the item description. Some items can ship within a day or two, while others may take several weeks to be custom made. Some may be sitting on a shelf in a surplus warehouse and still require a few weeks to obtain and ship. We will make every effort to accommodate your needs and we will communicate lead times as effectively as possible. However, please be advised that typically, special order items should not be considered “RUSH” orders. Please check carefully before you order, and please contact us directly to communicate any special needs.

 

 

Ordering Upholstery

Currently, our shipping calculator cannot calculate freight on large orders, including upholstery sets, which are typically shipped in multiple boxes on a pallet. Please call us at 888.441.1614 to discuss the many options available to you when placing an upholstery order.

 

Upholstery orders are custom (made to order), and therefore sold AS IS. There is no implied warranty on these items. Quite often, the colors and/or textures used on these items cannot be used on any other boat. We are not responsible for any wear and tear normal or otherwise, damage from cleansers, mold or mildew due to use/ and or improper storage, or pinking.

We personally inspect each and every upholstery piece (new or reskinned) upon completion and prior to shipment. Each piece is then photographed, signed off on, packed and then shipping calculated.

 

 

 

Ordering Windshields

Currently, our shipping calculator cannot calculate freight on large items, including windshields, which are typically shipped in a crate. These are quoted once completed and crated. Once completed we will contact you with the shipping cost. All shipping and handling charges are the responsibility of the buyer.

 

 

 

Shipping Upholstery, Windshields, Engine Hatches, Swim Platforms, and other Large Freight Items:


Shipping for upholstery, windshields, engine hatches, swim platforms and any other large freight items cannot be quoted or estimated at time of order placement. We will not know the cost until they complete and are packed. This is due to the constant  freight price changes from start time to completion of the item, the size and weight of the boxes, crates, or pallets, and the use of multiple freight lines. 

The freight costs are the responsibility of the buyer. Freight items will not be shipped until shipping payment has been received. We ship via the best method of choice. We do not offer options for freight lines. We and our vendors have established special partnerships with shipping companies to offer the best freight rates and to deliver these freight items in the most timely manner possible. 


 

General Shipping

Orders are typically shipped via UPS and USPS. Whenever possible, we will ship your order via the service you choose at time of checkout, but we reserve the right to change services as required for various reasons that may arise. Likewise, depending on your order and the logistics involved, we reserve the right to ship items directly from various suppliers to you; or to acquire items from various sources, holding and consolidating them for one shipment. Please be advised that when purchasing from DonziDirect, you give us the permission to change the shipping service at our discretion.

 

If you require guaranteed delivery, rush shipping, expedited services, or have special instructions, please see our Special Shipping section below.

 

All shipping and handling charges are the responsibility of the buyer.

 

DonziDirect.Com is not responsible for shipping delays or damages. We will work with the buyer to process any claims, but we have no control over shipping once the item has shipped from our warehouses.

 

 

Special Shipping Instructions

For special shipping requests or instructions of any kind, please contact us before placing your order. Special instructions may include holding a package for pickup, scheduling a shipment to arrive on a certain day, special instructions on where to leave the package, extra insurance, etc.

 

 

Rush Orders

As explained under “Ordering and Lead Times,” items that are in stock will be shipped promptly, but many items must be special ordered and take some time to produce. Therefore, in many cases, purchases cannot be considered “rush orders.” However, if you have specific needs, we will do our best to accommodate them. If you have special requirements, please contact us prior to ordering. Additional fees may apply for rush services.

 

 

Shipping Insurace

Please contact us to add shipping insurance to your order, as this cannot be done via the website.

 

 

International Shipping

We ship to customers worldwide and will do our best to expedite your international order. As with domestic US shipping, orders typically ship via UPS or USPS and we will generally ship your order using either of the previous shipping service you specify. However, we reserve the right to change services as required for various reasons that may arise.

 

For international orders, please provide email address, telephone number, and shipping address exactly as you want it to appear on the shipping document.  By law, DonziDirect.Com must disclose the contents of each order on the Customs form on the outside of the package. We are also required to state the full value of the merchandise in your order, even if the order is a gift. If the order is a gift, please ask us to mark the package as a gift, and we will do this for you. However, the cost of the order will still be shown on the Customs form. Please be aware that some packages may be opened and inspected by Customs authorities. In many cases you may need to pick up the package from your carrier and pay the customs import charges. These charges will need to be paid by you before the package will be released to you. Please be prepared to pay for these Customs taxes when your package arrives. If your package is returned due to non payment of duties, taxes or import charges, we will require you to pay for the shipment to be resent. 

 

International Freight Forwarding

 

Please note that international shipments will be sent by our shipper of choice. Alternately, customers may elect to have us ship to a domestic U.S. address, and handle their own overseas shipping on their own as they see fit. We work with our own freight forwarder only!  If a customer asks us to ship to their designated freight forwarder, then the customer becomes the shipper of record and will be responsible for providing all information to their forwarder. DonziDirect is not responsible for international shipping paperwork, commercial invoices, etc, if a customer uses their own freight forwarder. If after instructing us to ship to a customer's freight forwarder, a customer (or the forwarder) then requests paperwork, invoices, or other documentation from DonziDirect, then the customer must pay DonziDirect a minimum $100 international paperwork handling fee. Due to the lengthy and time consuming process of creating documents to satisfy all of the various country-dependent international shipping requirements, there are no exceptions to this rule. We strongly urge customers to either pay DonziDirect to handle the international shipping, or have us ship to a U.S. address and then handle their own forwarding. Please contact us with any questions.

 

 

Florida Sales Tax

Florida sales tax (7%) applies to Florida residents and orders shipped to Florida addresses.

 

 

Condition

All sales are final. All parts are sold "AS IS" with no warranty implied unless noted in the item description.

 

We provide large, detailed photographs of each item we offer, as well as detailed descriptions with measurements and other identifying information. Please use this information to verify – prior to completing your order – that you are purchasing the correct part. If it is not in the photo or description, it is not included with purchase. If you have any questions, please contact us BEFORE ordering and we will be happy to answer any questions.

 

Unless otherwise stated, all items shipped from DonziDIrect.Com are either in new or unused condition. Some items for older models may have been sitting in a warehouse for quite some time, but no item will have been used or installed unless explicitly stated in the item description.

 

 

 

Made-to-Order Items

DonziDirect.Com offers many items that are specially produced at time of order. Such items may include upholstery, cockpit covers, cockpit carpet, fiberglass parts, custom dash panels, custom gauges, decals and many other items.

 

We strongly advise you to contact us before ordering these items, as in many cases there are numerous colors, textures, materials, and finishes available to you, and we may need specific information from you in order to get you the correct part.

 

Please be advised that all made-to-order items are FINAL SALE. Unless the item you receive does NOT match its product description or is wholly different than that which you ordered, made-to-order items are not eligible for return or exchange.

 

 

Changing and Canceling Orders

Please be advised that changing an order may incur additional charges not limited to additional shipping, order change fees and intercept fees.

 

Should you need to cancel an order, please contact our customer service team at 888.441.1614. There will be a 20% cancellation fee + all incurred shipping and handling expenses. The buyer will receive an in-store credit for the remaining value of the purchase.

 

 

Return Policy

 PLEASE NOTE: We will reject any packages that arrive at our warehouses without an approved Return Authorization (RA) number, or with an expired RA number.

 

An item qualifies for a return if

1. It was delivered within the last 14 days; AND,

2. One of the following conditions exist:

 

    * The product arrived damaged from poor picking and packing

    * The shipment was not signed for because the package arrived damaged from shipping abuse

    * The product arrived and was completely different than the product you ordered

 

An item does not qualify for return if:

 

    * 15 days have passed since delivery

    * It does not fit the buyer's application

    * The color does not appeal to the buyer

    * The buyer signed for a package clearly damaged during shipping

    * The buyer has installed and/or operated the product

    * The item is not in resellable condition

    * The package arrives later than expected

    * The buyer expected additional parts or equipment not explicitly included in the photograph or description

    * The order involves made-to-order items such as upholstery, cockpit covers, cockpit carpet, dash panels, fiberglass parts, windshields, decals, etc.

 

If you believe that your item qualifies for a return, please contact us at 888.441.1614. Depending on the situation, we may request digital photographs of the item(s) you received and any damage to the item(s) or shipping container. Also, please have order information at hand such as order number, date purchased, method of payment, etc. We will work with you to resolve the situation.

 

If your item is approved for return, you will be issued a Return Authorization Number and instructions on how to ship the item back to us. Please note: the RA number is only good for 10 business days. Once it expires, the package will rejected. If the issue is related to damage during shipping, we will have you hold the packaging and contents and help get the claim process started.

 

Returned items may or may not be eligible for a refund/credit per our Refund and Credit Policy below.

 

If our description was in error, we will attempt to locate the correct item for you. If we can locate a replacement, we will inform you of what actions need to take place. If we cannot locate a suitable replacement, we will work to refund your purchase and have the item returned to us.

 

If you purchased an item in error or no longer want the item, we will be happy to offer an in-store credit for the value of the item purchased. It is your responsibility to ship the item back to us (at your expense) per our Return Policy above. Please note that most items returned for credit are subject to a restocking fee of 20% or $10 (whichever is greater).

 

If you have any other questions, please feel free to contact us!

 

Leviathan Ventures, LLC

DBA DONZIDIRECT.COM

PO BOX 4039

Anna Maria, FL  34216

 

888.441.1614

info@donzidirect.com