Frequently Asked Questions

Need some help with your order or got a burning question that you need answered pronto? Just click on one of the sections below to find the answer...

If you still can't find an answer to your question, please give our Customer Experience Team a call on +86 13790232074 or drop us an email at support@greatever.com.

Shipping Information

1. Shipping Policy 

We process orders between Monday and Friday and do not ship on weekends. Orders will be processed within 3 business days of ordering and shipped the following business day.Please Note: In situations where products are in high demand, processing time can take longer than 1-3 business days.

For the Standard Shipment:
Weight <=2kg and the item side length<=50cm Free Shipment
Weight >2kg Need Addition Cost
Item side length >50cm Need Addition Cost
Delivery Time:7-15 Days

If you need Expedited Shipment,need addition cost.

As soon as we are ready to ship your order, we will send you an email with the corresponding delivery information. After that, you will be able to track your order by clicking the tracking link in your shipping confirmation email. Please allow up to 24-72 hours for tracking to work.

We are currently unable to provide shipping to the following locations: Alaska, Hawaii, Virgin Islands, Puerto Rico, and all APO addresses.

More Shipping Policy Please visit : https://greatever.com/policies/shipping-policy

2. How long will it take for my order to be shipped?

Orders for stock items are usually shipped within three working days after you make the payment.

During peak shopping seasons, free standard shipping orders may require an additional 1-3 business days to process. Large orders may require additional processing time of 1-3 business days.

After placing the order, you will receive an order confirmation email and a separate shipping confirmation email after the order is delivered to the carrier. Shipping details, including estimated delivery time and any applicable tracking numbers, will be included in the shipping confirmation email.

3. What shipping service do you offer?

United States:
US STANDARD TRACKED SHIPPING
US orders are shipped using USPS or Amazon Logistics with a tracking number provided.
If your products are shipped to Alaska, Hawaii or Puerto Rico, they may incur additional shipping charges depending on the weight of the package.
Canada,Australia, New Zealand:
YunExpress, UPS, USPS, and Amazon logistics.

4. Will I have to Pay Custom fees?

We have 3 warehouses in United States, Canada and China.

China to USA & Canada, Australia, New Zealand :

Standard Shipping, Condition(0-5kg),10$ shipping fees

Expedited Shipping, Condition(0-5kg),20$ shipping fees

Heavy Goods Shipping, Condition(5-20kg),50$ shipping fees

USA to USA:

Economy Shipping, Condition(0-5kg), Free Shipping

Standard Shipping,Condition(0-5kg),10$ shipping fees

Express Shipping, Condition(0-5kg),15$ shipping fees

Heavy Goods Shipping, Condition(5-20kg),50$ shipping fees

Canada to Canada:

Standard Shipping,Condition(0-5kg),Free shipping

Express Shipping,Condition(0-5kg),10$ shipping fees

Heavy Goods Shipping, Condition(5-20kg),50$ shipping fees

Please be aware that due to the COVID-19 pandemic, there may be temporary suspension of international mail acceptance for certain destinations due to service impacts or foreign policies. For the most up-to-date information about shipping disruptions, check carrier websites (links provided below).

USPS Disruptions
https://about.usps.com/newsroom/service-alerts/international/

UPS Disruptions
https://www.ups.com/us/en/about/news/important-updates.page

FedEx Disruptions
https://www.fedex.com/content/dam/fedex/apac-asia-pacific/downloads/fedex-covid-service-update-en-apac.pdf

5. Damaged or Wrong Items

Occasionally items may be damaged during transit, which is unfortunately out of our control. Should this happen, please contact customer service for assistance within 3 business days of receiving the order. Do not throw the damaged product, package, or packing slip away. You may be asked to provide photographic proof of damage (or evidence of any missing items).

If you receive the wrong items, please leave the products unopened and contact customer service immediately. For a full refund or exchange of product, customer service must be notified within 3 business days of the package's initial arrival.

6. Can I cancel the order?


Yes, you can cancel your order for any reason before packaging. Please email us within 12 hours to cancel your order. Please be sure to include your order number. Our email address is: support@greatever.com

 

Common after-sales problems

1.Get wrong item

"Please send below informations to our support email: support@greatever.com.

We'll reply within 24 hours and offer solutions for you.
1. Your Amazon order number or your online store order number;
2. What color/size did you buy?
3. What color/size did you received? Please offer photos.
4. There's a label on box, check and tell us the product number on the box, such as .

 

2.Mask broken (received broken/ broken in first using)

we are so sorry for the inconvenience caused by that.
here are 3 solutions for your reference.

  1.  if not in a hurry, I apply a snorkel set in same color from current inventory and ship to you. You can check it upon receiving. If its mask is not usable, you can still contact us with picture to apply a refund for this order.
  2. For the Amazon order, you can check if you can apply return and refund directly from order page. In this way, amazon would help to handle the refund.
    For the website order, please contact us support@greatever.com or submit an apply from https://greatever.com/pages/contact
  3.  apply a partial refund for you .

3.Get Used item

if you buy product on Amazon, this problem occurs with some products sold on the Amazon platform,We checked brand new items and package carefully before sending to Amazon warehouse for sell. But sometimes Amazon would repack the returned item and resend them. We offer 30 days refund or replacement guarantee for our products. You can request return and replacement on Amazon.

4. does your products support scuba diving?

Snorkel set can be used for scuba diving for within underwater 15 meters, but we would still recommend you can consider to use prefessional scuba diving mask if you are planning for over 10 meters , because there will be many uncontrollable elements underwater deeply.

5. prodcut have smell/chemical odor

2 methods you can try:

  1. take out the snorkel set from the package and put it in a ventilated place upon receiving it;
  2. soak and wash snorkeling gear in clean water and air dry it before using.

Hope this would be helpful.

 6.mask glass  shattered

We are so sorry for any inconvenience caused by that.
Our snorkel mask lens is made of tempered glass, so here is an important tips while using it.
! Please don't jump into the water while wearing the snorkel mask; avoid mask violent collision especially with hard surface subject.

For the broken mask, here are 2 solutions to make your current snorkel set complete.
1. you can apply a partial refund for mask by 

https://greatever.com/pages/contact
2. you can check if you can apply return and refund directly from order page. In this way, amazon would help to handle the refund.

Any other ideas, let us know please.

7. goggles /mask fogging

Please follow below steps to prevent or minimize your mask from fogging.
Firstly, using some defogging drops or spray before use.
Secondly, using a mild baby shampoo or basic toothpaste, simply apply a few drops, rub it around and quickly rinse it out.
Thirdly, after every use, rinse your mask off with lukewarm or cool water. And wash your mask every once in a while with mild soap. Pat it dry with a clean, dry towel.

More ways you can read our blog < 8 Ways to Prevent a Scuba or Snorkeling Mask From Fogging >

8. Mask leaking

Here are some tips to avoid mask leaking:
1. Make sure you choose correct size mask
2. As soon as you put the mask on check that your hair is out of the way. and adjust the strap to suitable position to make the mask seal on your face but not too tight.
3. Keep facial muscle relax and don't make large facial expressions to avoid possible skirt deformed and then cause leaking.
If these tips didn't work, contact us through our support email: support@greatever.com, we'll reply within 24 hrs and offer solutions for you.

9. how to adjust snorkel mask

1. Pressing the 2 black hexagonal on the both sides of side black buckles.
2. At the same time, pulling the strap.
Please note: you should press and pull at the same time. the following video for your reference.

10. How to Install Camera mount

11.snorkel/breath tube leaking

we are so sorry for the inconvenience caused by that. As we don't have separate snorkel replacement at this moment, here are 3 solutions to solve the problem as soon as possible for your reference.

  1.  if not in a hurry, I apply a snorkel set in same color from current inventory and ship to you. You can check it upon receiving. If its mask is not usable, you can still contact us with picture to apply a refund for this order.
  2. For the Amazon order, you can check if you can apply return and refund directly from order page. In this way, amazon would help to handle the refund.
    For the website order, please contact us support@greatever.com or submit an apply from https://greatever.com/pages/contact
  3.  apply a partial refund for you .

 12.clip on snorkel is broken

we are so sorry for the inconvenience caused by that. As we don't have separate snorkel replacement at this moment, here are 3 solutions to solve the problem as soon as possible for your reference.

  1.  if not in a hurry, I apply a snorkel set in same color from current inventory and ship to you. You can check it upon receiving. If its mask is not usable, you can still contact us with picture to apply a refund for this order.
  2. For the Amazon order, you can check if you can apply return and refund directly from order page. In this way, amazon would help to handle the refund.
    For the website order, please contact us support@greatever.com or submit an apply from https://greatever.com/pages/contact
  3.  apply a partial refund for you .

13. how to clean snorkel 

Rinse the breathing tube with clean water or soak it in a pool of clean water for a while. Let dry naturally. Clean it after each using.

More Snorkeling gear Clean tips please read our blog <A Comprehensive Guide on How to Clean a Snorkel Mask Set>

14.how to connect snorkel and mask

Follow the steps to connect the snorkel and mask:
1. take out the clip on snorkel,
2. make the strape through the clip,
3. put the clip back to snorkle.
4. try the snorkel set

15. How to adjust fins strap

1. Press the buckle to remove the foot strap
2. Put on fins
3. Reattach the strap to the buckle
4. Gently pull the buckle open with your fingers while pulling the strap back with the other hand to adjust the size

 

16.Where can I find your size guide?


We never want to send you something that doesn't fit properly, so we have size guides available on most of our product pages to help you find the perfect fit – first time!

17. Where is your size guide displayed?

Just click on the 'Size Guide' button on each product page, or check out our Women's and Men's size guides for measurements, fitting tips, washing tips – everything to make sure it fits perfectly and stays looking great. 

such as :




18.Can you recommend a size?

You'll also see our size chart on some product pages. Keep an eye out for the blue circle near the 'Size' drop down.