Help and FAQ's



Help Ordering Online or by Phone

Let us make the ordering process as simple as possible.

If you are having trouble adding an item to your cart, check if your browser allows cookies. The cart feature may not work if you do not allow cookies. Otherwise call 1-800-305-8117 to place an order.

Payment Methods

We accept payment with Visa, Mastercard, Discover, American Express, ACH, or by check. If payment is to be made by check or ACH you will have to call and place your order through 1-800-305-8117 and we will ship your products as soon as we receive the payment and it clears.

Ordering Online for Products Shipped in the Contiguous Continental United States

Ordering online is set-up for those shipping the product within the continental U.S. (not including Alaska or Hawaii) and provides a fixed shipping cost for each item. To order online, go to our Online Store, choose the product, select the quantity you wish to order, and click "Add to Cart." You can be confident your data is secure because we use Authorize.net as our payment processor. You can read more about our secure payment processor at the bottom of this page.

It is to your advantage to call us if you are ordering more than one item, as we may be able to get you a better shipping rate on bundled orders.

Authorize.net

You can shop at www.sternmastermarine.com with confidence. We have partnered with Authorize.Net, a leading payment gateway since 1996, to accept credit cards safely and securely for our customers.
The Authorize.Net Payment Gateway manages the complex routing of sensitive customer information through the electronic check and credit card processing networks. See an online payments diagram to see how it works.
The company adheres to strict industry standards for payment processing, including:
128-bit Secure Sockets Layer (SSL) technology for secure Internet Protocol (IP) transactions.
Industry leading encryption hardware and software methods and security protocols to protect customer information.
Compliance with the Payment Card Industry Data Security Standard (PCI DSS).
For additional information regarding the privacy of your sensitive cardholder data, please read the Authorize.Net Privacy Policy.
www.sternmastermarinetools.com is registered with the Authorize.Net Verified Merchant Seal program.



Will my motor fit...?

This is our most common question! We are doing our best to add FAQ tabs to all product web pages in order to answer these questions for people as they come up. Please check the product page first.

If you've checked the product page and are still not sure how to tell if our product will work in your situation, please call or email us and we will do our best to help you out.



Do you ship to...Alaska, Hawaii, or International Locations?

Ordering for Alaska, Hawaii, or International

For product(s) being shipped to Alaska, Hawaii, or internationally, please call us or send an email to discuss shipping costs.



Who are your Distributors?

We're pleased to offer a Canadian distributor because this has meant a reduced cost for our northern customers in these locations. If you reside outside of Canada please contact us for shipping quotes.

Ordering for Canada

Please call or email our Canadian distributor, OBR Oil and Marine, to check their inventory.



Do you offer Discounts for...?

Short answer: No.

We started Sternmaster with the goal of offering our high quality products to the end user directly from the manufacturer, us. We are proud to design, manufacture, and ship everything from our facility in Zeeland, MI.

We manage to keep our prices fair by not involving wholesalers, US distributors, resellers, etc. We've accomplished our goal and are happy to offer equal pricing for everybody. Whether you are a boat owner, marine repair facility, technical school, government agency, etc - ordering one product or several - you'll get the same price as the next guy. No fuss, no price raises, no discounts.


We can sometimes offer a better shipping rate for larger orders. To find out if this is a possibility, get in touch by email or phone with your order and location. We'll give you the best rate for shipping whether it be our advertised online price or the actual cost of shipping.



Can I get Custom Colors or Designs?

Yes!

In the past we have added laser cut logos to display stands, had custom colors powdercoated, and created special designs for our customers.

If you're considering customization of Sternmaster products, please contact us for further information on pricing, shipping costs, and to discuss your specific requirements.



What is your Return Policy, Warranty, or Order Cancellation policy?

Return Policy

You may return new, unused, and resalable items within 30 days of delivery for a refund; personalized items cannot be returned. We will pay return shipping costs IF the return is a result of our error - please contact us within 30 days if this is the case. If the return is a result of your error we will either charge you for the return shipping or ask that you cover the return shipment yourself.
Items must be returned in their original product packaging. All products returned under this policy are eligible for a refund, which may include an in-store credit or credit to the original payment method.
We will credit you for the total purchase price upon our receipt of the product.

Warranty

Sternmaster Marine Tools® products are guaranteed against manufacturing defects for as long as you own them.

Cancelling an Order

Please contact us ASAP if you decide to cancel an order. Most orders ship within 1 business day so we will need to act fast. If you have already received an email with your paid invoice and tracking information, the order has most likely already left our facility. Contact us to arrange your return.



Other Questions

Please send an email to our Customer Service Department to request product specification sheets.