FREQUENTLY ASKED QUESTIONS

ABOUT US

 

Who Are You?

  • West Coast Sailing is a specialty watersports company. We started in small sailboats (less than 18’), including new and used boats, parts, apparel and the hardware, accessories and service to support them. Our company was founded by small boat sailors with an extreme passion for the water. Our staff is comprised of knowledgeable and highly experienced professionals. While we’ve recently expanded into kayaks and some larger sailboats, at our core we will always be individual enthusiasts for the water.

  • Read more About Us

 

Why West Coast Sailing?

  • Aside from our good looks and charm?

  • We have tons of inventory in stock, from the best watersports brands. We offer free shipping on most orders*. Returns & exchanges are easy. We’re independently owned and believe in what we do!

 

Do you have a physical store?

  • Yes! It’s a clean and organized 8,000 square foot warehouse in the northern part of the beautiful city of Portland, Oregon (USA). Unlike a lot of ecommerce sites these days, we maintain a well-stocked retail showroom and have staff on hand to help out anyone who walks in. We usually have 150+ boats in stock at any one time. We maintain close to $1million in inventory stretching floor to ceiling. It’s pretty cool!

 

 




How do I contact you?

  • So many ways! Phone, email, online contact form, visit our store, send us a letter, heck, you can still fax us! Whatever works best for you.

  • See our Contact page with for all the details

 

Business hours?

  • Our shop is open six days a week Monday through Saturday:

    • Retail Showroom 9 to 5pm, Saturday 10 to 5pm

    • Boat Sales Team 9 to 5pm, Saturday 10 to 5pm

    • Order Processing 9 to 5pm (last UPS/USPS pickup is 3:30pm), no Saturday

    • Customer Support 9 to 5pm, no Saturday

 

ORDERING

 

I need stuff! How do I order?

  • You came to the right place! You can place an order in a number of different ways. Our webstore is the best source for our comprehensive selection of parts, apparel, and accessories. Easy to navigate categories and a simple checkout page make ordering online quick and convenient.

  • If you prefer to speak with us, our customer support team is here to help Monday through Friday, 9am-5pm PST. Call +1 (503) 285-5536

  • Email Orders: Send a note anytime, we’re here Monday through Friday, 9-5 PST and will reply within one business day! Email info@westcoastsailing.net

 

Should I set up an account?

  • Yup! Setting up an account on our webstore saves time on future orders. You can store shipping information, contact numbers, check on the status of an order, and review past purchases.

 

My program or yacht club can only make purchases with purchase orders and check payments. Can you help me?

 

Your website is secure right?

  • Our website is fully secure and compatible with the latest SSL certificate technology so you can be confident that your information is safe. We will never share your information, e-mail, phone number, or anything with any third party. We won't send you any promotional emails unless you sign up for our newsletter. For real though, sign up for it and stay in touch!

If there are problems with my order, how will you contact me?

  • We contact customers via email if there are any unexpected problems with your payment or the stock of an item you may have ordered. Please make sure our main contact email address is on your list of approved receivers. For urgent matters, we will try to indicate that we require a response in the subject line.

 

PAYMENT

 

What forms of payment do you accept?

  • We accept all major credit cards including Mastercard, Visa, Discover, and Amex. We also accept PayPal on our website. Payment is collected only when your item physically ships.

  • Institutions can be set up with payment terms. Contact our sales manager for details.

  • For boat sales, we take a small credit card deposit when you confirm the order, and collect the balance when your boat heads out the door to you. Simple!



SHIPPING

 

You’re going to get me with shipping and handling charges, right?

  • Nope! We were the first sailing shop to offer free shipping, and we still do on most orders. We are proud to offer free ground shipping on most domestic orders over $35. Exceptions include boats, oversized items, and Hobie Cat Company products. Hobie Cat Company obligates us to charge $5 minimum shipping on all orders containing their products. Orders under $35 or those with Hobie Cat Company products ship for a flat rate of $6.95. For more information on our shipping policies, please visit our Shipping Page.

 

Where will my order ship from?

  • Most orders ship from our warehouse in Portland, Oregon. If an item is currently out of stock here, and can be sourced quickly through a manufacturer, all or part of an order may be shipped directly from them. We do this generally just to speed up delivery of an order to you. Our Shipping Team will forward a tracking number to you as soon as the vendor has supplied one.

 

How long will my order take to get to me once it has shipped?

  • Domestic-

    • The farther you live from us, the longer it will take for your order to arrive. Using our FREE Shipping - typically packages going to the northwest take 1-2 days. Orders to California are usually 2-3 days. The midwest will take 4-5 days, and east coast will take 5-7 days. You can always expedite any time sensitive orders.

  • International-

    • We use the the United States Postal Service, which will deliver your package to the local carrier for your country. Then the local carrier will deliver your order. Due to the variability in capabilities and reliability of some postal services, we can’t accurately predict transit times. We’ve seen it take as short as 10 days for orders going to western Canada, and as long as 6-8 weeks to others. If you need your order faster, we offer expedited (albeit expensive) options via UPS. Please contact our Customer Support Team for an international expedited shipping quote.

 

What is a split shipment?

  • Getting product to your door quickly is our number one goal. Sometimes this means shipping separate packages from our warehouse and from a vendor. Or, sometimes this is because some items in your order will arrive to our warehouse in a week or more, and we want to get you what we have, to get you back on the water as quickly as possible! If your order will be arriving in two packages and/or  from two places, our shipping team will advise with specific tracking numbers. We do not split ship orders going to international addresses to save on postage costs, but you may request a split shipment and our team will be happy to provide a quote with additional costs. Our shipping team uses a formula to determine whether they will split ship domestic orders or ship in full, depending on several variables.

 

Do you drop ship with all that inventory?

  • From time to time we will use some of our larger vendors to ship items directly to customers. Typically this is done to save time or to bring in an item we have temporarily run out of stock on. There are no additional fees or costs associated with this, and it is not our primary order fulfillment strategy by any stretch. While most vendors typically take 1-2 business days to ship orders (largely due to the time difference from the west coast to the east coast), it still saves several days of transit time and gets your new gear to you much more quickly!

 

How will my order ship?

  • We use UPS and the U.S. Postal Service to ship products to customers. Which one we use depends on a fancy piece of software that balances speed and cost. In general, the larger something is, the more likely it will go UPS. Please contact our Customer Support Team if you have questions about shipping methods.

  • We know some of our domestic customers live in areas where USPS is not able to deliver- our website can quote UPS Ground shipping costs for you, or for small items you can specify shipping to a PO box. Our Customer Support Team is here to help figure out the best option!

  • International orders will always ship via Postal Service unless the customer requests otherwise. We’re happy to provide a quote for shipment via UPS for international customers upon request!

 

Can I expedite my order?

  • Of course!

  • Our website will allow you to upgrade from our free shipping to a UPS Ground or expedited services for an additional cost, for orders containing items that are all in stock. If you don’t see expedited services as an option at checkout, one or more items in your cart may be out of stock. Please feel welcome to call or email and inquire about expedited shipping on items that are in stock currently.

  • Standard free shipping takes anywhere from 2-7 days in transit. The actual carrier used for your order may go via UPS or USPS depending on where you live and the size of items in your order.

  • International shipments will ship via USPS Priority Mail which may take anywhere from one week to two months depending on where you live. Please contact our Customer Support Team if you would like a quote for UPS worldwide expedited services.

 

How soon will my order ship?

  • We work hard to provide fast and efficient shipping and attempt to ship all in-stock orders within one business day. If there is a problem with your order, our Customer Support Team will attempt to reach you via the email address provided at time of ordering. For urgent matters, we will do our best to indicate so in the subject line. We will send you a tracking number as soon as your order is packaged up, from info@westcoastsailing.net so please make sure we are on your approved emails list.

  • Orders placed after 12pm (noon) PST are not guaranteed to ship that day. Please call our customer support team if you have an urgent need for your order and we’ll see what we can do to help get you back on the water! Please keep in mind, our pickup time for shipping is around 3:30pm PST and we can’t accommodate requests made after the pickup time until the next day.

I’m not in the US, can you still ship to me?

  • Yes! We use the U.S. Postal Service to ship small parts and apparel items internationally. Our webstore will automatically quote a USPS shipping charge in the checkout process. For additional information on the international shipment process, visit our shipping page.

  • Please be aware, a variety of local taxes and fees may be due at time of delivery. It is very difficult for us to predict what that might be, and it is the customer’s responsibility to be aware of and be prepared to cover these costs at time of delivery.

 

What if I live in a different country and part of my order is out of stock?

  • To save on shipping costs we will wait to ship your order in full. Our vendors do not drop ship items outside the US unfortunately, so we may need to wait a week or more if items are out of stock. Our customer support team will contact you with an expected shipping timeline as soon as they are able. Please let us know if you would like to request a split shipment on your international order and our customer support team will be more than happy to provide a quote with the additional shipping cost.

What if an item is backordered?

  • We do our best to keep items stocked and on our shelves, but at time items do become backordered. Our Customer Support Team will advise you as soon as they can of any expected delays. Available items will automatically ship if they arrive within 30 days of placing an order. Longer than 30 days, we’ll contact you first to confirm that you still need the item, and that payment and shipping details are still correct. We do not charge your method of payment until we are able to ship your order, although you may see an authorization floating around on your credit card statement for up to 30 days. The authorization will either turn into a charge when we capture funds and ship the item, or expire after 30 days and disappear from your statement.


My shipment went missing! Now what?

  • Most of the time, the postal service is on their game and makes sure that your package arrives at your doorstep or in the mail box. But, there is always a small chance for error.

  • After your order has been packaged, our shipping team prints a mailing label using a piece of software. The software selects the cheapest available option for orders with free shipping, or knows to select expedited services if the customer has opted to upgrade their shipping. Then, we hand the packages off to UPS or the US Postal Service.

  • While we have a fair amount of control with UPS shipments, the postal service and particularly first class mail, can be tricky. First class mail is often the cheapest option and free shipping for small items defaults to this method.

  • The shipping software we use auto-generates an email with a tracking number. Please check your spam folder if you can’t find it within a day or two of placing your order. You’re always welcome to email for an update if it has been a few days, but we will try to contact you as quickly as possible as updates become available on your order.

  • Once you have your tracking number, the carrier will update information as it becomes available and frequently they are able to estimate a delivery date.

  • What if your package says “delivered” and you can’t find it? Please first check with anyone else who lives in your house and your neighbors. It occasionally happens that a spouse picked up the mail and the package got lost under the car seat, or a quick-moving mail carrier delivered to the wrong address. If possible, check with your local carrier and make sure that the correct address was entered in at checkout.

  • If the package is truly lost, we will be happy to help you file a missing mail claim. Please let us know if you wish to initiate this process.

  • For shipments crossing international borders, the postal agreement states that a postal service will deliver to the border and then pass off the package to the local carrier. While most countries have good postal services, some are notoriously unreliable. If your package has made it to the border, please contact your local carrier for assistance. We are more than happy to provide any documents you need including tracking numbers and invoices.

 

I received an item in my shipment that is not what I ordered. Now what?

  • Sorry about that! Please contact our customer support team, we will work to fix our error! While we work hard to minimize errors, we are human and sometimes mistakes happen.



RETURNS & EXCHANGES

 

Can I return an item?

  • Of course! Returns can be made within 30 days of the shipping date for full refund. Returns made outside 30 days will be issued store credit. Please include any packaging material along with a completed copy of our Return Form to make processing the return faster. Please allow 5-7 days for return processing and 1-2 billing cycles for credit to appear. Please note that cut line, numbered sails, open DVD's, clearance items and products worn or used sailing, are not subject to exchange or return. Items noted as "special order" may not be eligible for return or exchange and will be assessed on an individual basis.

 

Do I need a return authorization?

  • You do not need a return number or authorization to make a return. However, we do ask that you please include a copy of our Return Form so that we can properly process your items.

 

How can I exchange an item?

  • Product exchanges can also be made within 30 days of purchase. Generally, the second shipment will occur upon receipt of the item to be exchanged. Please email or call us if your exchange is time sensitive and we'll be happy to ship the correct product right away. We understand that every situation is unique and are happy to accommodate your needs. Exchanges will re-ship for free via our standard UPS Ground or USPS services. Please include a completed copy of our Return Form and all original packaging material.

  • For additional information, please visit our Returns & Exchanges page.

 


BOAT SALES

 

What boats / brands do you carry?

  • Oh boy, are you sitting down? We sell 100+ models of boats, from 10 global manufacturers. We sell boats from:

    • RS Sailing

    • HobieCat Sailboats

    • HobieCat Kayaks

    • Zim

    • LaserPerformance

    • Weta

    • Hansa

    • Triak

    • Ovington

    • BicSport

    • Tasar

 

How do I choose the right boat?

  • We’re small boat sailors and have extensive experience with the boats we sell. Some of the best work we do is listening to what you want to accomplish in a boat, and then helping you understand what we offer and ultimately select the one that suits you best.

Our Boat Sales Team has decades of experience helping customers just like you!

Email Us: BoatSales@WestCoastSailing.net

Call Us:  (503) 285-5536 x2

 

I know what boat I want... now what?

  • Some customers just order their boats right on our website. If you know what you want and would like an itemized estimate, that’s easy too.

  • Contact our team, let us know what you want and where you want it. We’ll send you all the details so you can confirm your order, or ask additional follow up questions

When I order a boat from you, do I have to set it up myself?

  • Usually no, actually. We have an amazing team in our warehouse, with all the experience and tools to prepare your boat for you in advance. We charge a small fee for this, but, it means the boat shows up at your doorstep, ready for sailing. Some customers or some situations mean we will ship the boat in factory packaging, but this is less common.

Shipping a sailboat from Portland has to be expensive, no?

  • It’s not too bad! We ship boats all over North America and beyond. While the largest volume of our shipments are on the west coast from British Columbia down to San Diego, we do ship boats out to Colorado and the midwest fairly regularly.

  • We employ several methods including our own truck and trailer, LTL and full truckload shipments, and third party shippers.

  • We also don’t have sales tax in Oregon, so we don’t charge that on our shipments.

I like a model of boat, but used might be better for me - is that an option?

  • Yes, we have a select offering of used boats here.  We pride ourselves on being picky in the boats we take as trade ins or consignment sales.  We invented a rating system to help make sure you get exactly what you want.

  • Our Used Boats page has our current offerings, pictures, prices and all the details.

 

I need a trailer for my boat, what do you recommend?

  • We’re happy to suggest a trailer for your boat. Please contact our sales team with some details about your boat and their expertise will help select a good fit for your boat.

 

Email Us: BoatSales@WestCoastSailing.net

Call Us:  (503) 285-5536 x2