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Frequently Asked Questions


Tactics FAQs

My Tactics Account
Why do I need a Tactics Account?
How do I create an account?
How do I retrieve my password?
How can I check my order status?
How do I track my shipment

Placing An Order - Domestic
How do I order from Tactics?
What are my payment options?
When will my credit card be charged?
When will my credit be processed?
What are my shipping options?
Can I ship to an APO or FPO address?
When will my order arrive?
Will Tactics confirm my purchase?
What if something is out of stock?
Are gift certificates available?

Placing An Order - International
How do I place an international order?
What are my payment options?
What are my international shipping options?
Is free shipping available?
What about import taxes and fees?
Why do I owe a balance upon delivery?
Are all items available to ship overseas?
Security & Privacy
Is my personal information secure?
What is Tactics' privacy policy?
Will Tactics send me e-mail after I buy?
Can I opt out of receiving e-mails?

Returns
Can I return an item if I don't like it?
What if an item I ordered is missing?
What if an item I ordered is defective?
Do I have to pay return shipping costs? How long does it take for me to get a refund?
I would like to return a gift that was sent to me. How do I do that?
How do I exchange an item?

Products & Pricing
Are products covered by a warranty?
Will Tactics match a lower price?
What if Tactics drops a price after I buy?
Do I have to pay sales tax?
What items qualify for free shipping?

Promotion Codes
How do I apply a promo code?
Are there restrictions for promo codes?
Why isn't my code working?

About Tactics
Where is Tactics located?
How long has Tactics been in business?
Does Tactics offer sponsorships?



My Tactics Account
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Q: Why do I need a Tactics account?
A: An account allows easy access to information regarding the orders you’ve placed. Log in with your e-mail address and password to view tracking information, order status, order history, or edit shipping and billing information on future orders. You can also use your account to access return information on your previous orders.

Q: How do I create an account?
A: Your Tactics Account will be automatically created when you place your first order. After your first order is placed, you can use the password generated for you or you can create a personal password yourself. For quicker checkout on future orders, you can log in using your email address and password.

Q: How do I retrieve my account password?
A: If you’ve lost your password just click the “Forgot your password?” link on the My Account login page. Enter the e-mail address used on your most recent order and we will e-mail mail you a new password.

Q: How can I check my order status?
A: When you log into your Tactics account you’ll be able to view any current and prior orders. Each order will include a current status.

Q: How do I track my shipment?
A: You will receive a shipping confirmation e-mail with a tracking link the day your order leaves the Tactics warehouse. Click that link for the most up to date tracking information available from the carrier.
Placing An Order - Domestic
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Q: How do I order from Tactics?
A: Tactics offers secure ordering online, or you can order with the assistance of a customer service rep by calling us toll-free at 1.888.450.5060. We also have a printed order form which can be faxed or mailed in; however, we recommend ordering by phone if not ordering online so we can verify that the products you want are in stock.

Q: What are my payment options?
A: Tactics currently accepts Visa®, MasterCard®, American Express®, Discover®, and JCB Card® through the regular online checkout process. Paypal Checkout (verified accounts only) is also offered. We also accept money orders and bank certified checks.

Q: When will my credit card be charged?
A: The amount of your purchase is “authorized” on your card immediately. That allows us to verify that funds are available to cover your purchase. An authorization is not the same as a charge, and should you cancel your order before the order begins processing, the authorization will release within a few business days. Tactics will only charge your credit card after your order has been shipped.

Q: When will my credit be processed?
A: Refunds from a returned product are issued to the same card that was used for a purchase. Refunds and are typically processed 1-2 business days after we receive your return. Depending on your financial institution, customers generally see the credits post to their account 2-4 days after we submit your refund.

Q: What are my shipping options?
A: Click Click here for your answer.

Q: Can I ship to an APO or FPO address?
A: Yes. APO and FPO addresses are serviced by the U.S. Postal Service. However, expedited delivery methods are not available.

Q: When will my order arrive?
A: All Tactics purchases are shipped from Oregon, with deliveries estimated depending on the class of shipping you choose. Winter and extreme weather may sometimes delay deliveries. Click here for a map showing standard ground estimated delivery times.

Q: Will Tactics confirm my purchase?
A: After you place your order online or by phone, you should receive a detailed order confirmation e-mail. If you don’t receive that e-mail within a few minutes, please check your junk mail folder or spam folder. Some e-mail programs may mistakenly misroute your confirmation e-mail. We recommend that you add Tactics.com as a safe sender to ensure proper e-mail delivery.

Q: What if something is out of stock?
A: Tactics’ inventory is real-time so any item you see on the site is in stock. In the rare instance that you order an item and we discover an inventory error, we will contact you immediately and review your options. In this rare case, we promise to hook you up and make it right. You will not be charged for any item until it ships from our warehouse.

Q: Are gift certificates available?
A: Yes! Tactics gift certificates are available here in $25, $50, $100, $150, $200 and $250 denominations. Our gift certificates are sent via e-mail with a code that can be used during online checkout or for phone orders.
Placing An Order – International
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Q: How do I place an international order?
A: Tactics ships to many countries. See our complete list here. Orders for those countries must be placed online. We will not accept orders to those countries by phone, fax or e-mail. For orders to countries not listed on our International Orders page, you must e-mail or fax us a completed printed order formand a photocopy of the credit card used.

Q: What are my payment options?
A: For international orders placed online, Tactics will accept both Visa®, MasterCard®, and Paypal. For orders by e-mail or fax, Tactics accepts Visa®, MasterCard®, American Express®, Discover®, and JCB Card®. Money orders are not accepted.

Q: What are my international shipping options?
A: Please click here to see what options are available.

Q: Is free shipping available?
A: International orders do not qualify for free shipping. Free Super Saver shipping is currently available only for deliveries within the United States. Click here for more information on shipping delivery times.

Q: What about import taxes and fees?
A: Your international order may be subject to import customs, duties, taxes and brokerage fees. These charges are not included in the prices and shipping costs listed on Tactics.com and are not charges generated from Tactics. In some cases these fees can be substantial, so we recommend you contact your local customs office for an estimate prior to placing an order.

Q: Why do I owe a balance upon delivery?
A: Any balanced owed for you to take delivery is the result of taxes, duties or brokerage fees charged by your local government or local delivery contractor. These charges did not originate from Tactics and Tactics has no authority to have these fees or taxes waived. To avoid unexpected charges, please contact your local customs office for an estimate prior to placing an order.

Q: Are all items available to ship overseas?
A: Most are, but not all. Depending on the terms of our dealer agreements, we may not be able to ship a manufacturer's products to addresses outside the United States. To find out whether we can ship an item to your address, simply add the item to your Shopping Cart and select your destination country. A notation will appear next to restricted products and you will be unable to proceed through Checkout until all restricted products are removed from your Shopping Cart. Also, size limitations prevent Tactics from shipping some oversized products overseas.
Security & Privacy
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Q: Is my personal information secure?
A: Yes - 100 percent safe and secure. We use the latest SSL encryption technology to prevent anyone from having visibility to your personal information during the checkout process. Tactics uses Thwate® as our digital certificate provider – the most trusted SSL certificate provider on the internet. For additional security, Tactics does not store credit card numbers in our database. Once your transaction is complete, no one has access to your card number. Tactics is also certified by Google to be a Google Trusted Store.

Q: What is Tactics’ privacy policy?
A: We respect the privacy of our customers and do not sell your personal information to anyone. If you have any questions or concerns, we invite you to contact us directly for more information regarding our commitment to your privacy. Or, take a few minutes to read our complete privacy policy.

Q: Will Tactics send me an e-mail after I buy?
A: You will receive two e-mails specifically related to your transaction; an order confirmation and a shipping confirmation. You may receive promotional e-mails if you subscribed to our e-mail newsletter on the site or during the checkout process. If you are receiving our promotional e-mails and would like to opt out, simply click the unsubscribe link at the bottom of the e-mail.

Q: Can I opt out of receiving e-mails?
A: Yes. You may unsubscribe from Tactics’ promotional e-mail newsletters by using the appropriate link at the bottom of any newsletter. We can also assist you over the phone, or you can e-mail us to request an opt-out.
Returns
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Q: Can I return an item if I don’t like it?
A: We want you to have peace of mind in knowing that you can always return your purchase for a full refund of the product price if, after holding it in your hands or trying it on, you are not completely satisfied. Our policy is simple: if for any reason you are not completely satisfied with your product, simply return it to us within 60 days of purchase in its original, unused condition for a full refund of the product price. Please click here to read detailed return instructions and information.

Q: What if an item I ordered is missing?
A: If you believe an item is missing, please first review your packing slip to confirm the item was on the order. If an item on the packing slip is not in the box we delivered please call us immediately so we can investigate and resolve the issue.

Q: What if an item I ordered is defective?
A: If you receive a product that is broken, non-functional or otherwise damaged right out of the box please call us or e-mail customer support immediately. Items that become defective or get damaged after any period of use must be addressed by the warranty policy of the product’s manufacturer. Tactics is happy to facilitate manufacturer warranty claims on behalf of our customers.

Q: Do I have to pay return shipping costs?
A: For standard returns, the customer is responsible for shipping costs incurred in sending an item back to Tactics. However, if you use the Tactics EZ Returns process and have us generate your return shipping label, you pay only a flat $5.95 for the return shipping cost, regardless of the size of your return. In the case a return is due to a Tactics error, we will refund the original shipping charges and cover the cost of the EZ Returns shipping label. For more information on returns, please click here.

Q: How long does it take for me to get a refund?
A: A: Refunds from a returned product are issued to the same card that was used for a purchase. Refunds and are typically processed 1-2 business days after we receive your return. Depending on your financial institution, customers generally see the credits post to their account 2-4 days after we submit your refund.

Q: I would like to return a gift that was sent to me. How do I do that?
A: Sorry to hear you didn't like your gift! Any gift item being returned will be refunded to the original purchaser's method of payment. However, we can process a gift exchange for you for another item, just call us at 888.450.5060 and we'll take care of you. To ensure availability of your desired item, please first ensure that you can place it into your shopping cart at Tactics.com.

Q: How do I exchange an item?
A: Our EZ Exchange policy is simple. Just return the items you don't want using the normal returns process. At any time, simply place a new order for the new product(s) you want to purchase.
Products & Pricing
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Q: Are products covered by a warranty?
A: All items sold by Tactics are warranted by the manufacturers against manufacturing defects. And, we stand behind the products we sell.

Q: Will Tactics match a lower price?
A: Tactics will match any online price of any U.S. competitor including promotions, sale prices and other deals. The price match applies to any advertised price for the exact size, color and make of a particular item. The item must be in stock and directly available for order to your shipping address. To request a price match please call us toll-free and provide the exact URL of the item you would like us to price match.

Q: What if Tactics drops a price after I buy?
A: All prices are subject to change at any time. If you purchase a product from us and the item is placed on sale within one week of your purchase, you can call us to a request a refund of the difference. You must call us within a week of your purchase and the reduced item must still be on sale on the website. Refunds are applied back to the credit card used for the original purchase.

Q: Do I have to pay sales tax?
A: No. Tactics is not required to collect sales tax on any purchase. For international orders, some customers may be required to pay tax or duties as required by their country or local government. However, those charges are not initiated or collected by Tactics.

Q: What items qualify for free shipping?
A: Any purchase being delivered within the U.S. currently qualifies for free Super Saver shipping. A small number of exclusions apply, including large surfboard bags and specific supersized items.
Promotion Codes
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Q: How do I apply a promo code?
A: Locate the promo code entry area directly below the list of products in your shopping cart. Click the link to open the entry field and enter the entire code. Hit the submit button. If successful, you will see confirmation that the code has been accepted and the promotion will be applied.

Q: Are there any restrictions for promo codes?
A: Yes. All Tactics coupon codes & promos are limit one use per customer. In some cases, codes may be restricted to certain brands or product categories. Tactics promotional banners and e-mails will provide details regarding restrictions or exclusions, however some affiliates partners who promote Tactics offers may not include all details. If you're unclear about applying a code, please call, e-mail or chat with us.

Q: Why isn't my code working?
A: Most likely, the code you're trying to use is expired. Or, there are restrictions that are in conflict with the products you are trying to purchase. Double check the promotion to ensure you're typing the promo code correctly. If you have further questions, please contact us.

About Tactics
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Q: Where is Tactics located?
A: Tactics is located in Eugene, Oregon, just one hour from great snowboarding to the east and one hour from the ocean to the west. All orders are shipped from our Eugene warehouse. Our retail location is at 375 W. 4th Ave, Eugene, OR, 97401. Please stop by!

Q: How long has Tactics been in business?
A: Tactics was conceived of on a powder day at Mt. Bachelor, Oregon, in late 1998, then formally founded in 1999. The company is still rider owned and rider staffed, and is now one of the largest online snow, skate, surf and street specialty stores in the world.

Q: Does Tactics offer sponsorships?
A: Tactics maintains our own select team of core riders. Some of our riders are well established, others are the pros of tomorrow, and still others are the completely-committed, always-progressing, hard-charging, floor-sleeping, broke peanut-butter-and-jelly-eating rippers who command our respect as some of the most talented amateur riders from the Northwest. For a complete overview of our team riders program, check out our team riders page.