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Always FREE SHIPPING on all orders over $50! Restrictions apply; see details. Processing most orders in 1-2 bus. days.

FAQs

GENERAL QUESTIONS


ORDER QUESTIONS

PAYMENTS & DISCOUNTS

SHIPPING QUESTIONS

 

 

GENERAL QUESTIONS 

  • Do you guys really know Kevin VanDam?
    Yes, we really do!  VanDam Warehouse is the online store for D&R Sports Center, our brick-and-mortar retail store located in Kalamazoo, Michigan.  D&R Sports was started by Kevin's father, Dick and big brother, Randy in May of 1982. (D&R = Dick & Randy)  Fun fact: Kevin used to work at D&R before he became a pro bass fisherman!

  • What are your Customer Service hours?
    If you need to contact someone about the online store specifically, we are available Monday - Friday, 9 am - 4 pm.  If you have general questions about product you can call us any time during our retail store hours and ask for the appropriate department.  Retail store hours are Mon, Tues 9 am - 6 pm; Wed, Thurs, Friday 9 am - 8 pm; Saturday 9 am - 5 pm; Sunday 10 am - 4 pm.

  • How do I contact you?
    The preferred method, and fastest way to get a response, is via email:  ecom@dandrsports.com
    You can also call us at 800-992-1520
    Or fill out the form on our Contact Us page

  • How do I unsubscribe from your emails?
    Every email we send includes an "Unsubscribe" link at the bottom.  Just click that link to unsubscribe, or send us an email at the address above and we will remove you from our mailing list.


ORDER QUESTIONS

  • How long will it take for my order to ship?
    Please allow up to 2 business days (Mon - Fri) for order processing. This is processing time only, and does not include time in transit. Most orders placed before 2 PM EST on a business day will ship out the same day, but this is not guaranteed and can be affected by order volume and product availability. Shipping times are additional and will depend on Shipping Method selected.

    If you need your order by a certain date (leaving for a tournament or fishing trip), include that info in your order comments during checkout and we will do our best to get your order to you in time! 

  • Why do I have a backordered item if it was available when I placed my order?
    All of our online orders are filled using stock from our retail store. The most common reason an item gets backordered is because it sold out in our store before the online order was processed. The two systems are not connected so there is a delay in inventory quantities getting updated. In-store theft and inventory errors also affect product availability.

  • How do I make changes to the order I just placed?
    If you want to change or remove an item on your order please let us know as soon as possible. You can email ecom@dandrsports.com or fill out our contact form for the fastest response. As long as we receive the request before your order ships, we're happy to help!

    If you want to add to your order we encourage you to place a new order. We are not able to charge your payment method for more than the original order total, so placing a new order is the easiest way to pay for the additional items. If you include a note in the comments to "ship with other order" we will waive the shipping fee and ship both orders together, as long as your first order hasn't already shipped.

  • I need to do a return/exchange. Can you help me?
    We're always happy to help! You can find our Return Policy at the bottom of your Packing Slip, or by visiting our Shipping & Returns page. Just send the item(s) back and include a note with your order number, and whether you are returning for a refund or exchange. The customer is responsible for return shipping charges. No Return Authorization number is needed.

  • I received an item that is different than what I ordered. Now what?
    If it was an error on our part, and we sent something other than what was ordered just let us know! We will get the correct item shipped out right away and will include a pre-paid return shipping label for the original item to be sent back. If we sent what was ordered, but it's not what you expected, please follow the steps for doing a return/exchange above.

  • I never received an Order Confirmation email. Did my order go through?
    Once you submit your order you should see a Confirmation screen that gives you an order number. If you saw this screen, you are all set! If you were logged into your customer account when you placed the order, you can view all your orders by visiting your Account page. If your order was submitted successfully you will see it in your account. If you did not get a confirmation screen and placed the order as a guest you can contact us to confirm that your order was submitted.
     
  • I found a coupon code online. Why won't it work?
    Unfortunately there are some rather disreputable websites out there that advertise bogus coupon codes to get people to visit their website.  These are generated without our consent and are not authorized or valid discounts.  Any legitimate discounts will be posted on our website, or come directly from us via email.  


PAYMENT & DISCOUNTS

  • What forms of payment do you accept?
    We accept Visa, MasterCard, American Express and Discover. You can also pay via PayPal using a credit card or PayPal account.

  • Do you offer a military discount?
    Unfortunately we are not able to offer a military discount at this time. We are so grateful for your service and would love to honor you with a discount, but with the added expenses of maintaining a large retail store we just don’t have the margins to offer additional discounts like other online-only retailers. We try our best to keep our pricing at or below other retailers so we can still offer you the best price possible!

  • Do you have any coupons or additional discounts I can use?
    Check the banner on our Home page for current promotions.  If we do not have any promotions listed, be sure to sign up for our email newsletter. When we do have special discounts or coupons we will send them straight to your inbox!

SHIPPING QUESTIONS

  • How long will it take to get my items?
    On average, 3-5 days. We try to ship all orders the same day if they are received before 2 PM EST, but it can take up to 2 days to process an order, depending on our order volume and product availability. Shipping time is usually 1-5 days, depending on the method of shipping selected during checkout. If you need your order by a certain date (leaving for a tournament or fishing trip), include that date in your order comments during checkout and we will do our best to get your order to you in time! 

  • What are my shipping options?
    • Best Method (3-5 days) - We will use the most cost-effective shipping method, usually US Postal Service.
    • UPS Ground (1-5 days)
    • If you need expedited shipping please call for a quote. PLEASE NOTE: UPS has suspended their Service Guarantee until further notice, so there is no guarantee that expedited delivery will be delivered in the given time frame. We will not issue refunds for expedited shipping services that do not arrive in the expected time frame.
  • All shipping methods will include a tracking number. Days in transit are approximate. 
  • Do I have to pay an extra shipping fee for my backorder?
    No, we will cover the cost to ship the backorder via Best Method. If you would like to upgrade the shipping method for your backorder to UPS Ground or expedited shipping you will be responsible for any additional costs.

  • My order was never delivered, or arrived damaged. What should I do?
    • If your package arrives damaged: take pictures and email them to us at ecom@dandrsports.com. We will file a claim with the shipping company and can reship or refund your order.
    • If your package was shipped more than 14 days ago and has not been delivered: let us know and we will file a claim with the shipping company. If they are not able to locate your package we will reship or refund your order. Please note that we are not able to file a Missing Package claim until 14 days after the package was shipped.
    • If your package shows as Delivered but you never received it: check with anyone else in your household that may have picked up the mail to see if they received it and set it aside. If not contact your local post office. Ask them to check with your mail carrier to see if they may have left it somewhere other than your mailbox; perhaps by a side door or garage. They can also check the GPS location of the delivery to make sure it wasn’t delivered to the wrong address. Unfortunately once a package is marked as Delivered we are not able to reship or refund the order.