Some FAQs that we get asked all the time...
General Questions
- How can I contact you?
The Customer Service team operates on Monday to Friday (excluding public holidays) from 8am until 5pm.
Email: support@oceanairtec.com
- Is it safe to puchase something through your website?
Security is extremely important to us here at OverBoard so we have numerous security measures in place to protect against the loss, misuse or alteration of information that we have collected from you.
Financial information such as credit card numbers and expiration dates are used only to take payment for the products you are purchasing. This information is submitted online directly to the secure payment gateway (supplied by eWay or PayPal.com) and is never seen or stored by OverBoard.
Our payment gateway providers operate under the following policies:
- Transaction security - All transaction information passed between the OverBoard website and the eWay / PayPal systems is encrypted using 256-bit SSL certificates. No card-holder information is ever passed unencrypted and any messages sent to OverBoard from eWay or PayPal are signed using MD5 hashing to prevent tampering. You can be completely secure in the knowledge that nothing you pass to the eWay or PayPal servers can be examined, used or modified by any third parties attempting to gain access to sensitive information. PayPal automatically encrypts your confidential information in transit from your computer to theirs using the Secure Sockets Layer protocol (SSL) with an encryption key length of 256-bits (the highest level commercially available). Before you even register or login to the site, the server checks that you're using an approved browser - one that uses SSL 3.0 or higher.
- Encryption and Data Storage - Once on the eWay or PayPal systems, all sensitive data is secured using the same internationally recognised 256-bit encryption standards used by, among others, the US Government. The encryption keys are held on state-of-the-art, tamper proof systems in the same family as those used to secure VeriSign's Global Root certificate, making them all but impossible to extract. The data we hold is extremely secure and we are regularly audited by the banks and banking authorities to ensure it remains so.
- Links to banks - eWay and PayPal have multiple private links into the banking network that are completely separate from the Internet and which do not cross any publicly accessible networks. Any card-holder information sent to the banks and any authorisation message coming back is secure and cannot be tampered with.
- Transaction security - All transaction information passed between the OverBoard website and the eWay / PayPal systems is encrypted using 256-bit SSL certificates. No card-holder information is ever passed unencrypted and any messages sent to OverBoard from eWay or PayPal are signed using MD5 hashing to prevent tampering. You can be completely secure in the knowledge that nothing you pass to the eWay or PayPal servers can be examined, used or modified by any third parties attempting to gain access to sensitive information. PayPal automatically encrypts your confidential information in transit from your computer to theirs using the Secure Sockets Layer protocol (SSL) with an encryption key length of 256-bits (the highest level commercially available). Before you even register or login to the site, the server checks that you're using an approved browser - one that uses SSL 3.0 or higher.
- How do I sign up to your newsletter?
Enter your Email address in the footer text entry field found on every page and click the 'Subscribe' button to be kept up-to-date about the latest OverBoard products, competitions and promotions.
- Having Problems with our website?
If you are experiencing any issues with placing you order on our website, please make sure you are using the latest version of your operating system or browser. If the problem persists, than get in touch with our Customer Service team at support@overboardcanada.ca with as much of the below information as possible...
- Operating System
- Internet browser you were using
- Date and time of problem
- Any error message which was shown
ORDERING QUESTIONS
- How do I make a purchase?
Buying OverBoard products couldn't be easier. Just browse through our product categories, select the appropriate style, size and colour of any items you wish to purchase and add then into your shopping cart.
After you've finished making your selections, click on "Cart" and then on " Checkout" and you will be asked for a few details that we need to process the order.
- How quickly will I receive an item I have purchased?
To view the full Delivery Details page, please Click Here.
- How do I know if my order was placed successfully?
After submitting all the required details and completing your order, a new page with your order number and a Thank You message will be loaded. You will also receive a confirmation email which includes your order number and a full summary of the item or items you have purchased. This email will be sent from 'support@overboardcanada.ca', so please check your junk or spam folder if not received.
If you have not received your confirmation Email, please contact our Customer Service team and they will be more than happy to assist - support@overboardcanada.ca
- Can I place an order over the phone?
Currently our Customer Services team is only able to assist with any support related queries, so will need to place your order on this website or from your nearest local stockist.
- What tax charges will I incur on my purchase?
- The applicable tax rate will be added in relation to your province upon making your purchase.
- Do you offer a Click and Collect service for any orders I place?
Currently we are unable to offer this on any orders placed on our website. All orders will be delivered to the shipping address you provide during the checkout process.
Payment Questions
- What types of payment do you accept?
You can use any of the below types of payment methods on our website:
- Visa
- Mastercard
- Paypal
- What do I do if I'm having problems making payment?
Please Email support@overboardcanada.ca if having issues completing payment on this website. We will advise as best we can, but have very little control in this area, so suggest contacting your card issuer first if possible.
- What do I do if my payment has been declined?
Please check that you have correctly entered all card details, and your billing address is the same as your card issuer or PayPal holds for you. If the problem persists, we recommend that you contact your card issuer or PayPal directly.
Product & Warranty Questions
- What is your exchange & returns policy?
To view our Exchange & Returns Policy Click Here.
- What do I do if I have received the wrong item?
We apologise if the item we have sent out is incorrect. Please email Customer Services at support@overboardcanada.ca with full details, including your Order Number, so we can arrange for the correct item to be sent out to you and advise what to do with the item sent in error.
- What do I do if the item(s) arrives faulty or becomes faulty over time?
In the odd event that one of our products arrives faulty or develops a fault overtime, we provide a very fair and honest faulty goods return policy. Please email a photo of the fault with a short description to support@overboardcanada.ca.
If this reason turns out to be a manufacturing fault then we will send you out a brand new replacement. You can't get much fairer than that!
Testing can take up to 10 working days but we will endeavour to come back to you with a result as soon as we can.
- What waterproof rating system do we use for our products?
To view our Ingress Protection Rating System, please Click Here.
- What do you mean by '100 per cent waterproof'?
We mean that no water will get in if you seal the bag according to the instructions, don't exceed the stringent conditions under which our bags are tested and keep it protected from getting snagged or pierced.
- How tough are the materials?
Bloody tough. If in doubt ask the strong men who wept when putting them through the British Standards Testing programme. To be honest we didn't actually see them cry but like to believe they sobbed a little in a quiet corner.
- What quality control is involved with your products?
The last thing we want is for our products to let anyone down. Our business depends on it and so do our own precious electronics - because we use them ourselves. That's why every production line and every batch is thoroughly tested not just in a lab, but out in the real world.
To view full details of our Product Testing Programme, please Click Here.
- What guarantees and warranties come with the product?
First and foremost you get our no quibble 'have your money back in full if not entirely satisfied' guarantee providing the item is returned to us in mint, we can sell it to someone else, condition.
Second you have your statutory rights - and we'd never mess with those. Plus there is our own manufacturers 12 months warrantee against any defects in materials used or the way it was made.
All of our products are also covered under our 5-year extended warranty programme which is valid from the day of first purchase after registering your product with us.
- What is covered by your 5 year extended warranty?
All OverBoard® branded products purchased since 2019 are included in our 5 year extended warranty programme, and is valid from the day of first purchase after registering your product with us.
You can view full details of what is covered by clicking on the below link.
- How can I register my product for a 5 year extended warranty?
To register your product Click Here.
- How do I raise a warranty claim?
Please make sure you are clear on what is covered before making a claim with us and can view this information by clicking on the below link.
To raise a claim with us, please click on the link below and complete all required details.
- What's the desiccant sachet for?
In humid climates or warm waters, the moisture sensitive desiccant sachet soaks up condensation and offers your electronics additional protection. The fact that it's included is just another sign that we care.
- How do you connect a lanyard to the waterproof case?
Please follow the below instructions if having problems connecting the lanyard to your waterproof case.
- (1.) Pass the top loop of the lanyard through the middle hole of the clip so it sticks out at least 3cm.
- (2.) Now pass the other end of the lanyard through the loop passed through the clip.
- (3.) Finally, by pulling tight this will secure the lanyard in place.
Account Questions
- Do I need to register an account to place an order?
You don't need to register an account to place an order on our website and can just checkout as a guest.
- Are there any benefits with registering an account?
Find below all of the benefits of registering an account with us.
- Proceed through checkout faster when making a purchase
- Check the status of orders
- View past orders
- Make changes to your account information
- Change your password
- Store alternative addresses (for shipping to multiple family members and friends!)
- Sign up to our newsletter and keep up to date about the latest OverBoard products, competitions and promotions.
- I'm having problems logging into my account can you help?
Please Email Customer Services for any account related queries at support@overboardcanada.ca and we will be more than happy to help.
- I've forgotten my password, can you help?
We sure can. Please Click Here to be directed to the Reset Your Password page of our website. You will then need to enter your Email so we can send you a link to change your details.
- How do I close my registered account?
Please Email Customer Services if you would like to close your account at support@overboardcanada.ca. If you have placed any previous orders with us, we will need to retain these order details for our records.