Frequently Asked Questions - Orders

We accept most major credit cards (Visa, American Express, Discover, MasterCard) as well as PayPal. We use an external payment processing service and we do not save any credit card numbers in any way.
Our standard shipping method is USPS, and depending on the weight of your order, you will probably be able to choose from First-Class (less expensive, but takes longer) or Priority (costs more, but arrives sooner). We also offer UPS, which includes a tracking number, but this generally costs quite a bit more for international orders.


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 Affiliate in your country or in a country closer to yours than the United States who sells the item you want to purchase. You can get contact information for these centers by clicking on their logos on the GUE Affiliates page, and then call or send an email asking if they have your desired item in stock. Please note that stock at GUE Affiliate dive centers and IDCs can be VERY limited and is chosen entirely at the discretion of the Affiliate 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 Affiliates.


If you have any further shipping or merchandise questions, please email orders@gue.com.

Please contact orders@gue.com if you would like to have you order shipped with any method not available on our site automatically, such as UPS with Saturday Delivery, USPS Express Mail (domestic or international), etc. You will be provided with an estimate of the cost of your preferred method as soon as possible, and GUE HQ will help you complete your order as soon as payment information is provided.
Any merchandise ordered online is shipped from our HQ in High Springs, Florida, USA. If you live outside of the United States we have to use international shipping, and aside from the $2.00 handling fee added to each merchandise order, there is absolutely no "padding" in the shipping fee you are charged.


The web site estimates all shipping costs based on up-to-date prices and the combined weight of your merchandise. If the web site 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 Partner Facility in your country or in a country closer to yours than the United States who sells the item you want to purchase. You can see the GUE Partner Facilities in the banner at the bottom of the page. You can get contact information for these centers by clicking on their logos, and then call or send an email asking if they have your desired item in stock. Please note that stock at GUE Partner Facility dive centers and IDCs can be VERY limited and is chosen entirely at the discretion of the Partner Facility 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 Partner Facilities. Partner Facilities may choose to honor GUE Membership discounts, but are not obligated to do so.


If you have any further shipping or merchandise questions, please email orders@gue.com.

If your merchandise order includes a tracking number, you will receive an email with that information when your package is shipped. It can take 24-48 hours for the tracking information to begin to be updated.


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.


These 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. Unless otherwise noted in your order comments, your billing address will be used for shipment.


For orders containing gear stickers, no shipping costs will be estimated automatically. You will be asked to choose between domestic and international shipping only, or to say that you are purchasing other merchandise with which your stickers can be shipped. "Other merchandise" does not include course registrations, electronic materials, software, or certification cards of any kind, since these are not merchandise and are not processed or shipped in the same way. If you choose "I'm ordering other GUE merchandise" when you did not actually purchase any eligible merchandise, your gear stickers will not be shipped until appropriate shipping costs are covered. You will receive an email from someone at GUE HQ explaining the situation and requesting either the $3 domestic or $5 international shipping charge.


GUE and its partner vendor will do the best we can with any special 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.

Please contact info@gue.com with a full description of the sizes you might need and the specific items you are interested in ordering.
If you placed an order for an item that you no longer want or wish to change (such as a size L to a size M), the first step is to contact HQ immediately at orders@gue.com to let us know your situation. If the incorrect item that you ordered has already arrived, then you will need to ship it back to GUE. As soon as we receive the item you wish to exchange, we will ship (at your expense) the replacement item. If the order has been shipped, but hasn’t yet arrived, you will need to wait until it does, and then follow the above step.


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, when you received your order, there were incorrect items included (example: you ordered a large t-shirt but received a medium), we will cover the shipping cost back to us, and the cost to send the correct item to you. If you find yourself in this situation, please email orders@gue.com.
Please contact info@gue.com with as many details as possible about what you are looking for.


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.


Privacy Policy © 1998-2017 Global Underwater Explorers