Welcome to Dive Roam’s FAQ section! We’ve compiled answers to the most common questions about our diving gear, shipping, payments, and more. Whether you’re a seasoned diver or just starting your underwater adventures, we’re here to help make your experience smooth and enjoyable.
About Dive Roam
Who is Dive Roam?
Dive Roam is an Australian-based diving equipment retailer serving the global diving community (excluding some Asian and remote regions). We specialize in providing quality dive gear for all types of underwater adventures, from tropical reef diving to cold water exploration.
What makes Dive Roam different?
We’re passionate divers ourselves, and we understand that when you order diving equipment, you’re not just buying gear – you’re preparing for an adventure. That’s why we’ve streamlined our processes to get your equipment to you efficiently and reliably.
Products
What types of diving equipment do you sell?
Our product range includes:
- Dive computers (including multiple options)
- BCDs and backplate & wing systems
- Drysuits and undergarments
- Fins, boots, and socks
- Canister lights and accessories
- Dive bags and apparel
- Specialty gear like cray diving equipment
- Various accessories including clips and bolt snaps
How do I choose the right gear for my diving needs?
Our team speaks fluent “diver”! If you need help selecting equipment for your specific diving conditions (warm water, cold water, technical diving, etc.), please email us at [email protected] with details about your diving plans and we’ll be happy to make recommendations.
Ordering & Payments
What payment methods do you accept?
We accept:
- Visa
- MasterCard
- JCB
- PayPal
Is my payment information secure?
Absolutely. We use industry-standard encryption to protect all payment information. We don’t store your full payment details on our servers.
Can I change or cancel my order after placing it?
We process orders quickly to get your gear to you as soon as possible. If you need to make changes, please contact us immediately at [email protected] and we’ll do our best to accommodate your request.
Shipping & Delivery
Where do you ship?
We ship globally, excluding some Asian and remote regions. Our base is in Empire Vale, Australia, and we’re proud to serve the international diving community.
What are my shipping options?
We offer two shipping methods:
Standard Shipping (A$12.95)
– Carriers: DHL or FedEx
– Processing Time: 1-2 business days
– Delivery Time: 10-15 business days after dispatch
– Full tracking included
– Ideal for upcoming dive trips
– Carriers: DHL or FedEx
– Processing Time: 1-2 business days
– Delivery Time: 10-15 business days after dispatch
– Full tracking included
– Ideal for upcoming dive trips
Free Shipping (Orders over A$50)
– Carrier: EMS
– Processing Time: 1-2 business days
– Delivery Time: 15-25 business days after dispatch
– Basic tracking included
– Perfect for non-urgent orders
– Carrier: EMS
– Processing Time: 1-2 business days
– Delivery Time: 15-25 business days after dispatch
– Basic tracking included
– Perfect for non-urgent orders
How long will my order take to arrive?
After placing your order:
- We process your order within 1-2 business days
- Your gear is carefully packed with protective materials
- We send tracking information when your order ships
- Delivery then takes:
- 10-15 business days for Standard Shipping
- 15-25 business days for Free Shipping
Do you offer express shipping?
Currently, we don’t offer express shipping options beyond our Standard Shipping service. For urgent needs, we recommend ordering well in advance of your dive trip.
Returns & Exchanges
What is your return policy?
Our hassle-free returns policy allows you to return items within 15 days of delivery date, provided they are in original, unused condition. To initiate a return, please contact our team at [email protected].
Who pays for return shipping?
Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product).
How long does it take to process a refund?
Once we receive your returned item, we’ll process your refund within 5-7 business days. The time it takes for the refund to appear in your account depends on your payment provider.
Do you offer exchanges?
Yes! If you need a different size or model, contact us at [email protected] and we’ll guide you through the exchange process.
Contact & Support
How can I contact Dive Roam?
We’d love to hear from you! You can reach our customer service team at:
- Email: [email protected]
- Address: 83 Boland Drive, EMPIRE VALE, AU 2478
What are your customer service hours?
Our team monitors emails during Australian business hours (9am-5pm AEST, Monday-Friday). We aim to respond to all inquiries within 24 hours.
Still have questions? Don’t hesitate to reach out to our friendly team at [email protected]. At Dive Roam, we’re committed to getting you underwater with quality gear – and we’re here to help make that happen!
Dive Roam – Where your adventure begins, and the ocean awaits.