Sea Shepherd - Frequently Asked Questions

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Home > Help > Frequently Asked Questions

Q: Is my personal and credit card information safe?
A: We use the latest secure socket layer (SSL) protocol to encrypt all sensitive credit card and personal information. We have security measures in place that protect the loss, misuse or alteration of the information that is under our control. Physical security measures include a firewall to protect unauthorized access to our database servers. Access behind the firewall is controlled via passwords. Passwords are stored in one-way encrypted format and are never decrypted.
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Q: If I have a great idea for a new Sea Shepherd product, who can I tell about it?
A: We are always looking for new ideas on products that our supporters want us to offer. We even have an email set-up just for your suggestions. Please send your product suggestions to merchandise@seashepherd.org
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Q: Can I place an order over the phone?
A: Yes. You can place orders 7 days a week 24 hours a day by calling customer service at 877-WHALES-9 (877-942-5379). Callers from outside the U.S. and Canada call +1-905-754-1368.
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Q: Can I mail in an order?
A: Yes. Please download our mail order form off our website. Please make checks payable to Sea Shepherd Conservation Society and ensure you include applicable shipping charges. Please be sure to provide a contact phone number in case we need to speak with you regarding your order, and an e-mail address so you receive your order confirmation.

Please mail orders to:
Sea Shepherd Conservation Society
c/o Nonprofit Business Solutions
2701 Centerville Rd
Wilmington, DE 19808
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Q: Can I fax my order?
A: Yes. Please download our order form off our website and fax to 877-687-4878. Please make checks payable to Sea Shepherd Conservation Society and ensure you include applicable shipping charges. Please be sure to provide a contact phone number in case we need to speak with you regarding your order, and an e-mail address so you receive your order confirmation.
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Q: Can I pay for an order and have it shipped to a different address?
A: Yes. When you complete your purchase you can choose where you want the package delivered.
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Q: How and when is my order shipped?
A: Your order should ship in 10-15 business days via the method you selected at the time your order was placed. Please note your order may arrive in separate boxes as we often use different distribution centers; this will NOT increase your shipping charges.

***International Customers***
If you selected standard postal mail for your shipping method, it can take up to 8-10 weeks for delivery. While most customers receive their order within 3-4 weeks, this delivery time frame often depends heavily on the customs clearing process for your particular country. Additionally, the tracking number provided will not produce any results. Unfortunately, once your order leaves our country we have no further shipping information to provide. Please allow a full 10 weeks from the ship date to receive your order before initiating an inquiry.
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Q: How much does shipping cost?
A: Shipping rates, as well as available shipping methods, will vary depending upon the size of your order and delivery location. You can use the 'Estimate Your Shipping Costs' feature in your shopping cart to see available options and associated costs. This information will also be presented to you during checkout after you have entered a shipping address.
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Q: How do I use my coupon or promotional code?
A: During the secure checkout you will see a box where you can enter your coupon or promotional code. The total purchase price will be recalculated based on the value of the coupon or promotional code.
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Q: Can I speak to a live person?
A: Yes. You can call customer service 24 hours a day 7 days a week at 877-WHALES-9 (877-942-5379). Callers from outside the U.S. and Canada call +1-905-754-1368.
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Q. Can I Buy A Gift Certificate?
A. Gift Certificates can be purchased through our e-store and can be found in the Gift Certificates section. All Gift Certificate codes are delivered immediately via e-mail at the time orders are placed to the email addresses provided for both the billing and shipping, as well as being displayed on the order confirmation page. All Gift Certificates are electronically delivered and no physical cards or certificates are available at this time.
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Q. How do I return a product?
A. Within 30 days of receipt of your order, you may return most items purchased in our store for a full product refund or exchange for a different item/size. Please note S&H is non-refundable unless the product was damaged or the wrong product was sent to you. We will also pay the return shipping if the error was ours. Please see our Shipping & Returns section for more information.
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Still don't have the answer to your question? Our customer service department would be more than happy to personally assist you. Please click here for our contact information.