Here are some of the most frequently asked questions and their answers.
Do you ship worldwide?
Yes. We ship worldwide from Thailand via Thailand post. For Canadian customers, we will ship DHL only.
What are your shipping rates?
We offer 2 options for shipping, Standard Registered Air Mail and DHL Express. We only offer DHL for our Canadian customers. All our rates are published on the "shipping page". The shipping rates depend on the weight of the goods.
If you want to estimate the cost of shipping, add your desired items to the cart and get a shipping estimate at the bottom of the cart page.
When will I receive my package?
For standard registered air mail, delivery time will be 2 - 6 weeks. DHL Express takes about 4 to 10 working days on average. Please bare in mind that the delivery might be delayed due to import formalities, public holidays...
If you believe there's an issue with timely delivery, we suggest you contact your local post office with the tracking number provided or to check the status on your local post office website if this is available in your country. If your package was sent DHL, check with you local DHL office.
Most often an issue with a timely delivery is caused by a 'missed delivery' or 'delivery attempt', see paragraph below.
Since all of our packages are registered, it means that the recipient has to sign for acceptance of the package. If the recipient is not at the delivery address at the time of delivery your postal services should leave you a notice with instructions on where to collect your package. Often it will be possible to reschedule a delivery and in most cases this can be done directly on the website of your local post service. We cannot reschedule a delivery for you. Note that if you fail to collect your package timely it will be returned to sender. If re-shipping is required this will be at additional cost.
Will I get tracking updates?
No. We provide the customer with a tracking number as soon as the goods are dispatched. Our courier service - Thailand post - doesn't offer the service of automated updates. However, once a package arrives in the country of destination, some local postal services will allow you to register the tracking number for updates.
We recommend the customer to check the status once in a while just in case an irregularity occurs.
For DHL shipping: check the DHL tracking pages for detailed tracking information.
Why can't I track my package?
We have a small selection of original manufacturers' spare parts available (service kits). We can only offer the advertised items. We are not able to supply parts from other brands or parts which are not listed.
What tools do I need to service regulators xxx?
This is an extremely difficult question to answer as this depends very much on what your personal preferences are and what tooling you already have. The best resource will be to consult the service manual of the particular regulator. For tools selection, please go to our blog post on "how to gear up for servicing regulators".
If I buy a tool specific tool kit, does that mean that I won’t need any other tools to service a regulator?
No. The reason for this is that our kits are modular and allow you to purchase them as your needs grow, avoiding the purchase of many duplicate tools across the different brands.
If for instance you purchase an advanced kit, you likely still will need some items out of the basic tool kit of the same brand. You also will require some general hand tools, some items from our ‘basic service tools kit’, instrumentation and possibly an appropriate in-line adjustment tool.
If for instance you purchase a basic kit, you also will require some general hand tools, some items from our ‘basic service tools kit’, instrumentation and possibly an appropriate in-line adjustment tool.
Be aware that manufacturers sometimes change the service procedure that might warrant the use of new specialized tools not offered in the kit.
Where are you located?
We are located in Phuket, Thailand.
75/125-127 Moo 10 Soi Prathana (Chaofa 47)
West Chaofa Road, Tambon Chalong
Amphur Muang Phuket 83130
Tel: +66 76 384 221, +66 83 542 9205
Do you have products which are not published online?
No. All products in our range are on our website.
Do you offer special rates for dive operators, dive professionals and technicians or trade discounts?
No. We do not have regional distributors. All products can be purchase directly through our website.
Do you accept alternative payment methods to Paypal?
We also accept wire/bank transfer and CC for payment. Wire transfers have to be processed manually. Please email us for custom quotation and bank details. Items will be shipped upon clearance of funds. Bank charges and transfer fees are the responsibility of the customers.
Why is my Paypal payment not going through?
The common cause of this is due to Paypal security measures where payment is blocked when there is a discrepancy between registered credit card/Paypal address and country for shipping. Please email us if this occurs, and we can work around it by sending you a direct Paypal payment request or we can accept a payment by wire transfer.
How much import tax will I be liable for?
As rules and regulations differ from country to country, unfortunately we will not be able to provide you any information on this. We recommend you to contact your local custom office for more details. Import duties, taxes and other fees are not included in our pricing and will be the responsibility of the customer.
Note that as of 1/7/2021 all packages - regardless of value - sent to Europe will be liable for custom and import duties in accordance with recent changes in the European legislation. These custom and import charges are NOT part of our pricing system and will burden the buyer. For Europe there are no longer any tax exemptions applicable.