Help Desk

 

» How do I place an order?

» What payment methods do you accept?

» When will my credit card be charged?

» Product Availability

» How do you handle backorders?

» When is your shipping cut-off time?

» How long before I receive my order

» Custom Parts

» Special Orders

 

How do I place an order?

Hill Marine has several methods for you to place an order. Make sure to record your order number. This will help you in tracking your order.

Internet Web Site – We are open 24 hours a day for you. Follow the easy check out procedures and get your order in now. You will receive an email confirmation shortly after placing your order. Please review it and verify that your order is correct. If any changes are required, please call our Customer Service Dept. at (800) 762-0309. Orders do process quickly and at times it may be too late to make any changes.

Phone-In – Monday thru Friday 8am – 5:00pm PST . Talk to our knowledgeable Sales Staff for help on picking the right props and parts.  Call us at (800) 762-0309.

Our Factory – Come on in and make your purchase in person. We are stocked with many props and parts that are carried on our web site.  2683 Halladay Street, Santa Ana, CA  92705.

 

What payment methods do you accept?

Hill Marine offers several of payment options.

Credit Card – We accept VISA, MasterCard, Discover and American Express.

Check or Money Order - Payment can be made by Personal / Cashiers Check or Money Order in US funds only. Please allow an additional 10 days for personal checks to process. Sorry, COD orders are available for authorized Hill Marine dealers only.

International Wire Transfer – Please contact us for further information on this payment method.

 

When will my credit card be charged?

We will not charge any amount to your credit card on stocking parts until the item actually ships. You can cancel an order at any time prior to shipment, at no cost to you, by calling our Hill Marine order desk at (800) 762-0309 or by sending us an e-mail.

 

Product Availability

All products are subject to availability and prior sale. When Hill Marine offers deals on “Closeout” or “Hot Special” items please note that such items sell out very fast and are sometimes not replaceable. Place your order early so you’re not disappointed.

 

How do you handle backorders?

At times demand for a product will exceed our on shelf inventory level. This will create a backorder for the product. Our buyers are constantly monitoring our inventory and working to re-stock those items. Please note the stock status of the items you ordered on your email order confirmation. Orders are not charged until the item ships, so any backorder will not be charged to your card.

Hill Marine will inform customer of any backordered items. Orders will ship regardless of any pending back orders. Items on backorder will stay on order until order is filled or customer cancels balance of order.

If you have ordered an item that becomes discontinued, it will be cancelled from your order. We will notify you via email or telephone of the adjustment to your order. Customers are responsible for the total amount of freight due at time of shipping backordered parts.

 

When is your shipping cut-off time?

Next day and 2-Day orders received by us before 12:00 Noon PST are shipped the same business day. Shipping takes place Monday-Friday; shipping is closed on the weekends. Ground UPS shipments ship out within 24-48 hours. If you received our order confirmation email Monday – Friday, before 12:00 Noon PST, your order will be shipped the same day we received it. If the order has a backordered item on it and you would like the order to ship, please call Customer Service at (800) 762-0309. Please note that a very small number of orders require extra processing time for various reasons. Those will be shipped the following business day.

Please understand that a delay may occur if your credit card was declined or for address verification if your billing address and ship to address are not the same. For this reason it is important that you provide the correct phone numbers and e-mail address.

If you are paying by personal check, please allow seven to ten days for bank processing or the time it takes for your funds to become available.

 

How long before I receive my order?

Hill Marine uses UPS for all lower 48 U.S. state deliveries. All International shipments ship via International UPS.

UPS Ground - 2 to 7 business days for delivery.

Deliveries are made Monday through Friday, weekends don’t count.

UPS Express - Next Day (by 3:00 PM), 2-Day and 3-Day (4:30 PM non-residential / 7:00 PM residential).

Saturday deliveries are available at extra cost only for Next Day packages shipped on Friday.

Please make a note: All UPS Express shipments require a signature. We ship using this method to insure that your order is delivered securely. If you want your order delivered without a signature, please contact UPS (1-800-PICK-UPS) prior to shipment. They will let you know of the process to set that up.

 

Custom Props and Parts

If you are ordering a custom prop or part please note that all custom ordered props and parts must be ordered through Hill Marine by telephone at (800) 762-0309.  Please allow 3-7 business days to process custom order items unless otherwise notified. Please give us a call at (800) 762-0309 for any other questions in regards to your custom order.

 

Special Orders

All special order props and parts not listed on this website, must be ordered by telephone only at Hill Marine (800) 762-0309. Special parts may be able to be drop-shipped from manufacturers if available. Allow 3-7 business days to process special order items. Please give us a call at (800) 762-0309 for any other questions in regards to special orders.

 

Returns


Return & Exchange Policy

All returns are subject to a 15% restocking charge. Hill Marine will only accept returns within 30 days from the date of your invoice in good/undamaged condition.  The customer is responsible for any shipping charges associated with the return. Let us know what you’d like to do, as we want you to be completely satisfied.

 

How do I return an item?

Download and print an RMA form to include with your return – A Return Merchandise Authorization (RMA) is necessary to accompany all item(s) upon return. Can't print the RMA form? Please E-mail or call our Customer Service Department at (800) 762-0309 for an RMA. Let us know the Hill Marine Invoice Number and reason for return. Any parts received without an RMA will be refused.

  •  You are responsible for return shipping charges. Hill Marine cannot be held responsible for any items lost or damaged in shipping.
  • Please allow the usual banking time for refunds to appear on your credit card statement. Often this will be one month. Hill Marine does not accept COD’s on returns.
  • If you paid by Credit Card, credit will be applied to the card used to place the original order. Please check the date on the credit card originally used. If the card is expired, the credit will not process.
  • If you paid by check or money order, please allow 2 weeks after the return is processed to receive your refund check.
  • Some returns may be given in-store credit only, without possibility of any refund.

 

Ship Returns to:

HILL MARINE RETURNS DEPT.

RMA #

2683 Halladay Street, Santa Ana, CA  92705

 

My order was damaged in shipment.

Most items that are shipped out from Hill Marine are in new and unused condition. If a package is delivered to you in damaged condition, you have the option of refusing delivery of a package with obvious damage. If you do receive a damaged package, please call Hill Marine Customer Service immediately at (800) 762-0309. We will contact the Freight Carrier and file a damage claim. Hill Marine will arrange for the Freight Carrier to pick up the damaged package. Do not install the item or use it. Do save all boxes and packing material for inspection by the Freight Carrier. Once a damage claim is made and accepted with the Carrier, a claim number is generated. At that time Hill Marine will work on re-processing the order for the lost or damaged items.

Please call us when you need assistance in resolving a damage claim. We want this to be as painless as possible. Theses situations do happen and we are experienced in resolving damage claims.

 

You sent me the wrong item!

Please call us immediately at (800) 762-0309 regarding any mistakes on your order. We need to hear about problems within 3 days of order receipt. It also helps us to maintain accurate inventory for all our customers.

 

Our Mistake

You gave us a correct part number and we made a mistake:

  • If an item is missing, make sure and finish checking your entire order before calling. Inspect in between packing materials carefully for smaller items. It is easy for small items to get wrapped up in the packing material.
  • Let us know which item(s) you received incorrectly or were missing. We will go over the situation with you.
  • We will find the simplest, fastest way to resolve our mistake. We will reimburse return ground freight on any mis-shipped items at the fault of Hill Marine.

 

Your Mistake

You placed your order, or gave us on the phone, an incorrect part number(s), or perhaps you just decided it wasn’t what you wanted:

  • Call us at (800) 762-0309 and let us know the Order number and Hill Marine part number(s) in question.
  • Hill Marine will issue an RMA (Return Merchandise Authorization) number. Return the product using your choice of carrier; we recommend a carrier that offers tracking and insurance.
  • Please be aware that we cannot be responsible for returned parts until there is Hill Marine confirmation signature with the Freight Carrier.
  • Parts must be in original packaging. Please do not use display boxes as shipping cartons.
  • We will exchange or issue credit for the item(s) being returned. We do not refund the original shipping charges.
  • You are responsible for paying return freight on returns that are not the fault of Hill Marine.

 

Order Status

 

Your Satisfaction is Guaranteed

Hill Marine has built its reputation on being the best company to buy propellers and marine components from. If you are not completely satisfied with the items you have purchased, simply give us a call. Let’s talk about it. We can help with most of your problems. Or if there is a need for return, let us know which item(s) you would like to return. All returns are subject to a 15% restocking charge. Hill Marine will only accept these returns within 30 days from the date of your invoice. Let us know what you’d like to do, as we want you to be completely satisfied.

 

How do I check the status of my order?

You can call our Customer Service Dept. at (800) 762-0309 get up-to-date order information.

Please note the stock status of the items you ordered on your email order confirmation. Please understand that a delay may occur if your credit card was declined or for address verification if your billing address and shipping to address are not the same. For this reason it is important that you provide your correct phone number and e-mail address.

 

How do I track my order?

At the time of your order shipment, you will receive an email notification from UPS. This will confirm that the order is in transit and give an estimated delivery date. You may contact UPS for further shipment information.

You can also call the Hill Marine Customer Service Dept. at (800) 762-0309 to get your shipment tracking numbers. Please be sure to have your Order Number handy to expedite your request.

 

How do I make a change to my order?

As orders are processed very quickly; making a change to your order cannot be guaranteed. Please call the Hill Marine Customer Service Dept. at (800) 762-0309 if you need to change or cancel your order. We will do our best to accommodate your request.

 

Shopping With Us

 

Have a question about a product we sell?

No problem! Just email or call our Sales Dept. at (800) 762-0309 with the question and we will be happy to answer your question to the best of our knowledge. We only hire boating enthusiasts such as you. Be sure to tell us what specific product your question is about in your inquiry.

 

Pricing Errors

There may be occasional typos and pricing errors in our web site. We make every attempt to keep all information images on the web site current and correct. We apologize to the customer for any inconvenience this may cause. Please let us know if you find an error.  Errors in product descriptions, weights, prices, or photography are unintentional and subject to correction without prior notification.

Product Price Changes

Currency fluctuations, manufacturer price increases, model year changes, material cost and other factors may cause our costs to change. Hill Marine reserves the right to change prices at any time without notice. Prices listed do not include shipping or applicable taxes.

 

Warranties

 

Defects & Warranty Policy

At times there will be products that fail due to a manufacturer defect. Hill Marine honors all warranties provided by the individual manufacturers. Generally, warranties cover defects in materials and workmanship. Damage from unintended style of use, abuse, neglect, accidents, driver error and racing are not covered under any warranty. It is at the sole discretion of the manufacturer to repair or replace defective merchandise. Labor and shipping are not covered under any warranty and are the responsibility of the customer.

Hill Marine will extend to its customers most manufacturers’ warranty on merchandise we sell. Otherwise we make no warranty, express or implied, as to the reliability or dependability of any particular product(s) or merchandise purchased from our catalog, website, advertising and/or store site.

Hill Marine shall not be responsible for the improper use of the products sold and the customer is urged to exercise caution and take all necessary safety measures in using and installing the merchandise.

 

How do I make a warranty claim?

To make a warranty claim please follow these steps:

   1.  Call Hill Marine Customer Service at (800) 762-0309. Let us know the part number, Order number, and the specific defect.

   2. We will check the Order history to confirm the date the item was purchased and determine if the item is still under the warranty time limit.

   3. Hill Marine will assign a Warranty RMA (Return Merchandise Authorization) number.

   4. Prepare a brief description of the defect. Remember that this is necessary for Hill Marine or the manufacturer to evaluate the damage and determine the best course of action. (Repair/ Replace / Return).

   5. Pack your return in a sturdy shipping carton using indestructible packing tape.

   6. Send your return to:

Hill Marine

Attn:  Hill Marine Warranty Returns  (your order #)

2683 Halladay Street, Santa Ana, CA  92705

 

          * Make sure to keep a record of the returning shipment. Hill Marine cannot be responsible for the returned items until we have signed for the packages.

Visit internet of things platform right now and learn about all the possible advantages of IoT solutions for your business and everyday life!