Frequently Asked Questions

 

General

Q: I need to speak with a customer service agent, what are the ways that I can get in touch with someone?

A: You can contact our customer service team at 877-577-0600 from 8am EST to 8pm EST Monday through Friday.

You can also reach out via live chat on our brand site at fishshop.shimano.com. Just click on the bubble that looks like a text box in the lower right-hand corner of the page in order to start a chat.

You are welcome to send a contact form HERE as well. Such inquiries are usually answered within 24-48 hours of receipt unless entered on a weekend, in which case the message will be answered the following business day.

 

Warranty

Q: My rod has a limited lifetime warranty but my warranty was denied. Why is that?

A: All Shimano rod manufactured prior to 2014 rods come with a limited lifetime warranty that is limited to manufacturing defects in workmanship and materials. It does not cover accidental damage or wear and tear. If your rod has a true defect it will fail within the first use or two of the rod. Defects do not happen after years of use, this would fall under wear.

Q: What good is a warranty if it doesn’t cover all breaks?

A: A warranty is meant to cover actual defects in the product, it is not meant to cover accidents and extended wear of a product. Fishing rods and reels are tools and like all tools they can be damaged if not used properly. 99% of all damage we see is from accidents and extended wear. Damage from accidents and wear can be handled through a paid service such as Express or through a local rod repair shop if the damage is limited to guides.

Q: How is a warranty determined?

A: All Shimano rods undergo a thorough inspection. We do a basic physical inspection looking at the overall condition of the rod. Any large impact marks our gouges into the blank are identified at this point. Once any visible damage on the blank is identified we then put the rod under a microscope in order to inspect the area of the break itself. We’re looking for any delaminated material or signs of non-conformities in the blank. If A material defect is found it is noted and the rod is covered under our warranty for a free replacement. If no defect in material is found a new rod will be offered under our express program.

 Q: The model rod i have now is not the one i want as a replacement for my warranty/ Express, can i switch into another model?

A: If your original model rod has a direct match in length, lure and line rating or a
very close comparison that rod would be the model that would be issued as a replacement.
We do not allow the switching of models between series or length/action if a
comparable model is available. The exception here is if your rod does not have a direct replacement. In this instance we would allow you to pick a rod of your choosing within the price point of your original rod.

Q: Can my shipping costs be refunded if my rod does not pass warranty?

A: Unfortunately, we do not refund shipping costs for warranty items sent in for inspection. If you are unsure if your rod will pass warranty we would recommend that you use the no questions asked replacement option in the Express program.

 

Order Status, Shipping & Returns

 

Q: Has my order shipped?   

A: You will receive a shipping confirmation notice via email when your order has been received. Please make sure that both your email and shipping addresses are accurate and you are present to receive your product. Shimano cannot ship to PO Boxes or APO's. Shimano is not responsible for lost or stolen packages. Deliveries may take up to 2 weeks (or 14 business days) but generally ship much sooner. 

  

Q: I ordered a product online today, when will I receive it?

A: Most standard items are shipped ground and shipping estimates are provided in business days which do not include weekends or holidays. For example if a product was ordered on a Friday after 6PM PST and a 2 day estimate is provided, the earliest delivery date would be the following Tuesday. These dates are in no way guaranteed as there are several variables that can directly affect shipping times such as weather delays. Packages typically arrive within 3-5 business days from the time the order was placed.

  

Q: Do i need to provide a signature when my order is delivered?   

A: Shimano does not require a signature to release packages. Please be present to receive the goods. We recommend shipping to a place of business if you will not be home to receive delivery. 

  

Q: Does this program allow for backorders?   

A: No. Customers can request to be notified when an item is back in stock via email. They will have to decide at that time if they want to purchase some items now or order all items at a later date once everything is available. 

  

Q: What if my credit card is not approved for the purchase?   

A: If your credit card is not approved, you will be unable to complete your order at this time. You will still be able to use your access code at a future date. 

 

Q: There is a problem with my shipment, what should I do?   

A: Please contact customer service at 1-877-577-0600. 

 

Q: What should I do if I think my package is lost in transit?   

A: If your package is lost in transit, please contact Shimano customer service to initiate a lost package claim. Be sure to have your tracking number and order number handy as well as any details regarding your case. Once a claim has been submitted, Shimano will issue a replacement once a claim is deemed lost by the carrier. 

 

Q: I shipped my rod in for warranty inspection and it didn’t pass. Can I get my shipping refunded?   

A: Unfortunately, we do not refund shipping costs for warranty items sent in for inspection. If you are unsure if your rod will pass warranty we would recommend that you use the no questions asked replacement option in the express program. 

 

Q: What happens if my package shows delivered but I still don’t have it?   

A: Unfortunately in today’s world porch theft is all too common. Once a package is confirmed delivered by the carrier the transaction between Shimano and the Customer is finished. If your package is stolen off of your porch or from your mailbox please contact your local authorities, Shimano is not responsible for stolen packages. 

 

Q: I purchased a reel/rod online from a 3^rd party website ( Amazon, Ebay, Walmart ect.) and I no longer want it or I ordered the wrong product. Can I just return it to Shimano?

A: No. Since the product was purchased from another online retailer those products must be returned through the site they were purchased from as these sites have their own return policies. If you have an issue with a product that was purchased from any other site than the Shimano brand site, you must follow those site's return processes.

 

Q: I purchased a rod/reel from Ebay, does it carry a warranty?

A: Only products purchased for our direct Ebay store are covered under warranty, items purchased from private individual sellers do not have a warranty as they are not purchased from an authorized retailer.

Q: What happens if I receive the wrong item in my order?  

A: If the items shipped are different from what you ordered, please have your shipping invoice or email handy and call 1-877-577-0600.

  

Q: When will my order ship?   

A: Most items ship within two days of receiving your order but may take up to 2 weeks (or 14 business days). Depending on size of order - our warehouse determines the best carrier for shipping. 

 

Q: How do I track my shipment?
A: An email will be sent to you with a tracking number once your order leaves our warehouse. This can be used to track your shipment.

 

Q: How do I return or exchange my order from fishshop.com?

A: You can begin a return or exchange for eligible items at HERE. Have your order number and shipping zip code handy. Please refer to our RETURN POLICY for more details.

 

Price & Billing 

 

Q: Do I have to pay sales tax?

A: Sales tax will be calculated and added to your order during checkout, based on the applicable state and local tax rates for your shipping address. Tax rates are subject to change.