Hello Everyone! We hope that you are doing well and taking care of yourselves during this challenging time. Like so many of you, the team here at West Coast Sailing continues to monitor the COVID-19 situation closely and is taking steps necessary to maintain the health and safety of our staff, customers and suppliers. This page outlines the most current updates from West Coast Sailing related to store hours, contacting our team, fulfillment, and other important information. Please check back often as new updates are announced.
WEST COAST SAILING IS OPEN AND READY TO ASSIST YOU
West Coast Sailing is 100% open and ready to assist with all of your sailing needs. We have transitioned many of our staff back to working in our office and warehouse to receive and ship product, answer calls and emails, and provide service. We continue to follow all guidelines to keep our team safe and healthy. While our retail showroom has reopened in a limited capacity (see next section), our website remains your best resource for the wide range of sailing parts, apparel, and boats we offer. Our team is also available via phone and email.
Shop Online - www.westcoastsailing.net
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ORDER SHIPMENT & EMAIL/CALL RESPONSE DELAYS
Due to high order and email/call volume, our team is currently an average of 24-48 hours behind shipping new orders and responding to emails and calls. Everyone in our office and warehouse is working around the clock to get orders out the door and to respond to your inquiries. We are prioritizing urgent matters related to existing orders and shipping expedited orders, so other inquiries may have a longer than typical response time. Please know that we take every question seriously and will respond as quickly as possible. Please continue to use email wherever possible so that we can best track your communication.
In addition to turn around time on outbound shipments, we are aware that US Postal Service (USPS) is reporting delays on many residential deliveries, adding 1-3 days of transit time. In practical terms, this means shipments that normally deliver in 1-2 days may deliver in 3-4, shipments that normally deliver in 3-4 days may now deliver in 5-6 days, etc. This is affecting all shippers who rely on USPS to provide what is typically quick and cost effective shipping and beyond our direct control. Orders placed with our 'Standard Shipping' method are often shipped via USPS and may have a few extra days of transit time on route to the address of delivery. Where possible we are moving shipments to other carriers but cannot guarantee this for all orders.
We deeply appreciate your patience and understanding as we navigate internal systems issues, carrier shipping delays, and supply chain disruptions from our vendors during this challenging time.
PORTLAND SHOWROOM REOPENING - Effective May 15th, 2020
Following guidance from the Oregon governor issued May 15th, our showroom in Portland is now open with limited capacity. We've added a roped off area inside the entrance and will allow a maximum of three customers (or households of up to three members) inside at a time. Floor markings will prompt proper social distancing. A West Coast Sailing staff member will be able to pick and show items for you. Customers visiting to look at new sailboats or kayaks will be able to do so with assistance from a staff member. All visitors are strongly encouraged to wear face masks, as our staff is required to do, to protect yourself and others. We will have a limited number of disposable masks available plus a range of hand sanitizer and cleaning products to ensure your shopping experience is as safe as possible. If possible, we still encourage you to call ahead to place orders to minimize time in our showroom, but we are here and available to assist you whatever your needs may be. Please contact us with any questions or concerns about these policies.
BEST WAYS TO CONTACT OUR TEAM
Our team is available via email or by phone (call/text). Due to a high volume of inquiries, we ask that you attempt to email us before calling unless the request is urgent. Questions about product availability or order fulfillment are best answered via email and we will reply to all requests as quickly as possible.
firstname.lastname@example.org - orders, parts sales, general questions. You may also call us at 503-285-5536, though there may be a brief delay in answering some calls. Please leave a message and we will get back to you as soon as possible.
email@example.com - new boats, boat shipments, or other boat specific questions. If you would prefer to call, please reach us at 503-285-5536 ext 2
While email is the easiest way to reach us right now, please note we have migrated to a new and improved phone system so that all our staff members (those in the office and those working at home) can more easily assist in answering calls and texts.
WE APPRECIATE YOUR PATIENCE
The situation is changing rapidly and we are working as quickly as possible to adapt to new systems so that we can continue to be here for you. With less staff in the office, we encourage you to shop online or to use email to check on the status of an order or seek assistance. Until otherwise indicated, we are still able to ship orders and receive packages, though there may be some minor delays. Our team will keep you informed of these changes based on the best information we have available. Again, we are working hard to be here for you but it may take a bit longer than normal to respond to every request. We appreciate your understanding and your support of our small business.
Returns & Exchanges - Please note that due to limited staff working on our office, returns and exchanges may take an additional 3-5 days to process. We will continue to attended to these requests as quickly as possible while keeping our team safe and healthy. We appreciate your understanding.
KNOWN PRODUCT & VENDOR DELAYS
Due to mandated closures around the US and with some of our suppliers around the world, we are experiencing some minor delays in our ability to bring in new inventory. Here are a few specific situations we are aware of and what they mean for fulfilling your orders. Again, we appreciate your patience and will due everything we can to keep you informed about when you can expect to receive your products.
Hobie Cat - The Hobie factory and shipping facility in Oceanside, CA has reopened effective May 11th, but is still catching up from a 2 month mandated closure. We're currently working with an average 2-3 week lead time on all new orders for out of stock product. Items may also become unavailable with little notice. Our team is working hard to provide up to date information as soon as we can and will continue to update product stock statuses online and communicate with customers who have backordered product on order with us.
FOLLOW US ON SOCIAL MEDIA TO STAY CONNECTED
While we are saddened by the cancellations of regattas, programs, and sailing seasons and will face unprecedented challenges in the days and weeks ahead, we remain dedicated to our mission to serve and support the sailing community as we have through ups and downs for the past 15 years. Be sure to follow us on Facebook or Instagram to connect, share stories, and engage with the sailing community.
Facebook - @westcoastsailing
Instagram - @westcoastsailing
Thank you for choosing West Coast Sailing for all your sailing needs. We're working hard for you during this challenging time but look forward to seeing you out on the water again soon!