If you don't know, we probably don't know either.
If your package was shipped via USPS, you should have received an email with the subject "GUE has sent you a package!" that contains a tracking number. US customers should see their tracking updated through delivery. International customers will see that their tracking information is updated until your package leaves the United States, at which time, it is up to the discretion of your national postal service whether to update it further. GUE does not have any more information than you do, and recommends calling your local post office if it has been more than 4 weeks since your order was shipped.
UPS provides updated tracking through delivery for US and International shipments.
Some postal services take longer than others to process items through customs. If there is anything we can do to make this process go more smoothly, please leave an order comment and we will be happy to oblige as best we can.
GUE has no control over what happens to an order once it leaves our office, and cannot take responsibility for lost merchandise orders that are the result of incorrect or incomplete addresses, mistranslation, inability to deliver, change of address, or postal service mishandling or loss. GUE is happy to provide any information about your package should you need to submit a claim to USPS, but we cannot undertake this process for you and cannot be responsible for following up on any claims made with USPS.
If you still have a question about your package, please email orders@gue.com.
For international shipments via USPS Priority or USPS First Class, the USPS cannot update your tracking information after the package is transferred to your home country's postal service. Whether your tracking information will continue to be updated at all is entirely at the discretion of the postal service of your country. If you do not receive your package within 4 weeks of it leaving the U.S., please contact orders@gue.com.
GUE gear stickers are made by a 3rd party vendor local to GUE HQ and thus take time to order, receive, and ship. Stickers are ordered on or around the 1st and 15th of each month, depending on business hours, and should be ready to ship within two weeks.
GUE and its partner vendor will do the best we can with any special or non-English characters. We are generally able to accommodate any requested characters, but if you are worried about the spelling of non-English-alphabet names or words, please leave an order comment and we will be sure to ask our vendor to lend some extra attention to the accuracy of your stickers.
The website estimates all shipping costs based on up-to-date prices and the combined weight of your merchandise. If the website overestimates your shipping costs, you will be refunded the difference in cost to the payment method used on your order, and you will receive an email explaining the refund. GUE HQ never seeks to profit in any way from shipping charges.
If you are looking for less expensive shipping options, there are a few that we suggest:
- You can consider choosing USPS First Class Mail, which takes a bit longer but can cost significantly less (often $20-$30 less) for international orders. USPS First Class International shipping is now available as a selection in checkout if it qualifies, meaning your order weighs 4 pounds or less.
- You can get together with other GUE divers in your area and place an order together, then split the shipping when you work out the individual costs among yourselves. This can be a very cost-effective way to get merchandise if you want a number of items and/or you know multiple other people who also wish to order merchandise from GUE HQ.
- You can time your order with a dive trip you or a friend plan to take to the U.S., then have your items shipped to your temporary address or, if you are visiting High Springs, pick them up from GUE HQ. In order to make sure your items are in stock and can be shipped at the appropriate time to arrive during your travel window, we recommend placing orders no later than one month before your/your friend's arrival in the U.S. This gives us time to order and receive any out-of-stock items, and to time the shipment of your order accurately so that it arrives during your specified window. If you plan to use this method, as always, we suggest contacting GUE HQ's shipping representative at orders@gue.com as soon as possible to get the best possible results.
- A final option is to see if there is a GUE Dive Center in your country or in a country closer to yours than the United States who sells the item you want to purchase. Please note that stock at GUE Dive Centers can be VERY limited and is chosen entirely at the discretion of the shop itself. They are under no obligation to fill orders they are not prepared for, and this is listed only as a resource for the convenience of our customers and the promotion of our officiap parenters. Dive Centers may choose to honor GUE Membership discounts, but they are not obligated to do so.
If you have any further shipping or merchandise questions, please email orders@gue.com.
If you have placed your order within the last 48 hours, there is a chance it has not yet been shipped. In this case we can easily adjust the order to reflect your request. If you are unsure of the status of your order, please email orders@gue.com or call 1-800-762-DIVE (3483).
If you are looking for less expensive shipping options, there are a few that we suggest:
- You can consider choosing USPS First Class Mail, which takes a bit longer but can cost significantly less for international orders.
- You can get together with other GUE divers in your area and place an order together, then split the shipping when you work out the individual costs among yourselves. This can be a very cost-effective way to get merchandise if you want a number of items and/or you know multiple other people who also wish to order merchandise from GUE HQ.
- You can time your order with a dive trip you or a friend plan to take to the U.S., then have your items shipped to your temporary address or, if you are visiting High Springs, pick them up from GUE HQ. In order to make sure your items are in stock and can be shipped at the appropriate time to arrive during your travel window, we recommend placing orders no later than one month before your/your friend's arrival in the U.S. This gives us time to order and receive any out-of-stock items, and to time the shipment of your order accurately so that it arrives during your specified window. If you plan to use this method, as always, we suggest contacting GUE HQ's shipping representative at orders@gue.com as soon as possible to get the best possible results.
- A final option is to see if there is a GUE Dive Center in your country or in a country closer to yours than the United States who sells the item you want to purchase. Please note that stock at GUE Dive Centers can be VERY limited and is chosen entirely at the discretion of the shop itself. They are under no obligation to fill orders they are not prepared for, and this is listed only as a resource for the convenience of our customers and the promotion of our partners.
If you have any further shipping or merchandise questions, please email orders@gue.com.
