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Customer Service

 

Thank you for your interest in Shop Geocaching! This page contains information on a number of topics regarding our website. If you have any additional questions or comments, please feel free to contact us.

  

Table of Contents

 

 

Login Issues

To make a purchase on Shop Geocaching, you must have an account on the Shop Geocaching site.  This account is separate from your Geocaching account.  Any information that is gathered with your account is used only to process your orders and for no other reason.  

To create a Shop Geocaching account, please click here.

Please note:    Even if you are logged in to your Geocaching account, you are required to login to your separate Shop Geocaching account to make purchases at shop.geocaching.com.

 

Phone Orders

At Shop Geocaching, we take your personal information very seriously. In order to provide the highest level of information security, and comply with stringent credit card processing requirements, we are unable to accept telephone orders.

We apologize for any inconvenience.

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Shipping Information

We ship all orders from Seattle, Washington, USA.

At Shop Geocaching, we strive to offer the best possible shopping experience.  Please note that the following information is based on our expected processing times and may vary due to circumstances beyond our control:

Same Day Shipping: Our shipping days are Monday-Friday, excluding holidays.  Any retail orders placed by noon (Pacific Time) on a shipping day will ship same day.  Any orders placed after noon will ship the next business day.  With weekends not being shipping days, any orders placed after noon on Friday until noon on Monday will ship on that Monday (excluding holidays).  Please note:  When ordering expedited services, the times in transit are based on the day the item does ship, not the order date.

For Shipments within the U.S.:  Expected time in transit is 1-7 business days, depending on your location compared to us here in Seattle.  These transit times are based on the estimates of UPS and the United States Postal Service (USPS) and are in addition to processing times.  Weather, holidays and other conditions can alter these expected delivery dates.  Upgrades to expedited shipping are available at time of checkout.

We also ship to U.S. Territories as well as APO/FPO/DPO addresses, but time in transit may vary.  

Free Shipping:  Free Shipping is available only to retail customers with a ship to address within the United States (including U.S. Territories and APO/FPO/DPO addresses).  A minimum purchase is required. The free shipping service level will be the least expensive method, and can be with USPS or UPS.  Free shipping is based on the amount spent on products; any shipping charges or taxes will not be applied to the amount needed to receive free shipping.

For Shipments to Canada:  All prices are in U.S. Dollars.  Expected time in transit can be anywhere from 1 day to 2-3 weeks depending on your location and service level that you choose. Transit times do not reflect possible delays from the customs clearance process.  Please note:  For all international shipments, the recipient is responsible for any duties, taxes and brokerage fees that are assessed at time of delivery.  We do not have any control over these charges, and they are paid directly to the carrier (UPS or Canada Post).

If you have any questions or need any additional information, please contact us.

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International Orders

We do not ship retail orders to addresses located outside of the United States and Canada at this time.  We do have a network of distribution partners located throughout the world that carry our official merchandise.  These are independent retail partners, and their pricing and inventory will be different from ours.  

To see a list of these distribution partners, click here.

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Sales Tax

For Shipments within the United States:  We are required by law to collect applicable state sales tax on purchases delivered within the State of Washington.  Tax rates may vary depending on the local rate at your location.  Sales tax is not collected on any shipments delivered outside the State of Washington at this time.

For all international shipments:  The recipient is responsible for any duties, taxes and brokerage fees that are assessed at time of delivery.  We do not have any control over these charges, and they are paid directly to the carrier

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Returns and Exchanges

If you are not completely happy with your order, please contact us as soon as possible at shop@groundspeak.com so we can remedy the situation. We offer a 30-day Money Back Guarantee on all items. Refunds do not include shipping charges unless the goods were damaged or defective, or the return was due to an error on our part.

When emailing shop@groundspeak.com, please include your order number, item number, and a description of the problem. Upon receipt of your request, a Customer Service Representative will contact you.

We reserve the right to replace defective items with the same or similar item within 30 days from the shipment date. Defective replacements are shipped via Standard Ground shipping.

If you need to cancel an order for any reason, please contact us directly at shop@geocaching.com for assistance. If your order has not already shipped we will be able to cancel it for you. If an order has already shipped we will accept a return and provide a refund, less shipping charges.

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Becoming an Official Distributor of Shop Geocaching

We have a number of programs for retailers who wish to carry our products.  For more information on becoming a distributor or retailer of our products, please click here.

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Questions/Comments/Suggestions

If you have any questions, comments or suggestions, please feel free to contact us.  We'd love to hear from you.

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