Frequently Asked Questions
SHOPPING & ORDERING:
=> How can I find what I'm looking for?
There are several ways to find exactly the product(s) you're looking for.
At the category pages use the Search + Filter tool, located at the left side. Click on the option or parameter you are looking for and the shopping card will show all the products meeting this parameter. You can narrow down your search by using several parameters.
Use the 'Select Brand' tool at the upper right corner of homepage.
Use the Search by Keyword' tool at the upper right corner of homepage. You can also search here by item number.
Still can't find what you're looking for? Call one of our sales reps at 877-551-4653 Monday to Friday 8:30am to 5:00pm PST and they will be happy to assist you.
=> How do I place an online order?
New Customers: It is not necessary to create a customer account before checking out. You can checkout as 'Guest', however your customer details will not be saved for your next order.
Create a new customer account: Click on 'My Account' at the top of each page. This will take you to the account ‘sign in' page. Once there, click the link that says ‘Click here to create an account.' Next you'll go to the account registration page where you'll be prompted to enter some relevant information to create your Monark customer account. Once completed, our website will recognize your registered email address. For future transactions, all you'll have to do is enter your registered password.
Returning Customers: If you established a customer account, all you will need to sign in is your email address and password.
Password: Please save your password. If you forgot your password, sign-in with your email address and request the shopping cart to email you a new password. With this temporarity password you can sign-in and save your personal password.
One email address can have only one customer account. If your email address was used in the past for a customer account, you cannot use the same email address to open a new account. Upon your request we can delete an old account so that you can open a new account with the same old email address.
=> How can I checkout?
Click on the 'View Shopping Cart' link at the top of any page to begin the process and follow the prompts for checkout.
=> Can I contact you with questions about my order?
For any question on a product or service, please contact Monark Golf Customer Service for assistance M-F 8:30am-5:00pm (PST) at 1-877-551-4653 (US) or 1-909-598-5443 (International), or send an email to [email protected] and send a message by clicking on the red bottom 'Contact Us' at upper right side.
=> How can I be certain that my order has been received?
Upon completion of your order, you will instantly receive an automated confirmation email with confirmation number, specifying the products and quantities ordered, shipping and sales taxes (if applicable), and shipping address to your designated email address. Please note that this can only occur if the email address you submitted upon registration is still active. Please also check your Spam mailbox as incoming emails may end up in your spam mailbox.
Please review the confirmation email whether ordered items and shipping address are complete and correct. Monark is not responsible if package cannot reach destination due to incomplete or incorrect delivery address.
=> Can I change my online order after checkout?
After checkout, you cannot change the order online.
If you need to make a change to an existing online order after submittal, please contact Monark Customer Service by phone (toll-free US: 1-877-551-4653; International: 909-598-5443) during office hours or fax (909-598-5444) as soon as possible. Although we will try our best to accommodate your change, Monark cannot guarantee that the order change can occur once it is submitted. Please include your order number and customer number (this is your ZIP Code + your Last Name). There may be a slight delay between your online order submission and the download to our order processing system; therefore, it is vital that you have all the necessary information available for one of our Customer Service Representatives.
=> Can I add-on an item after checkout?
After checkout completed, you cannot add-on something to your order. For ordering add-ons please call 877-551-4653 Monday to Friday 8:30am to 5:00pm PST with a credit card. Credit card restrictions do not allow to charge more than your original order amount. However we can charge the add-ons manually to your card on the phone.
You can also place a 2nd internet order for the add-on and we will merge both orders and ship both together for saving you freight. We can charge less but not more than your original order amount.
=> Do you charge Sales Tax?
We do not operate retail establishments outside CA. We are charging sales tax only for orders shipped within California. Sales tax is subject to the tax code of your city or county.
PAYMENT OPTIONS:
=> What forms of payment does Monark accept?
Monarkgolf.com accepts a variety of online payment options. The following forms of payment are accepted:
- Visa
- MasterCard
- Discover
- American Express
- Remittance thru PayPal to Monark's PayPal account [email protected]
- Prepaid Monark gift certificates purchased from Monark Golf
=> Security of Online Payment:
Payments are processed thru PayPal. All credit card details are encrypted and absolutely secured. For your privacy credit cards are not stored on our server nor saved in our office, customer card details are not accessible by us. If your credit card was not approved, please contact customer service of your card's issuing bank for assistance.
=> When is my credit card charged?
Credit cards are not charged online when you place internet order; it is pre-authorization only. Payment is processed when your order actually ships. For backordered items we can still change the order amount and charge the lower amount to your card after your checkout. For your protection we cannot charge more than the original order amount and hence cannot process add-ons. After your checkout you may find a charge at your online card statement, this is an pre-authorization only, will automatically expire and will not appear on your actual card statement.
=> Pay actual shipping freight for International Orders
Online shipping freight is only estimated by order amount. Online estimation does not consider the actual weight and actual size of package nor destination country. For international orders, the actual shipping freight is determined after pulling and packing an order according to actual weight and size of package. Monark Golf will inform you the actual shipping freight, an open balance is payable thru Paypal remittance to Monark's PayPal account [email protected].
SHIPPING & DELIVERY:
=> What are my shipping options?
Monark is shipping with various preffered carriers. We are striving for the best possible combination of price and service for your shipment. We are shipping with UPS and USPS. We are offering online UPS Ground, UPS 3-Day, UPS Sure Post and USPS Priority Mail. UPS Sure Post is a joint effort between UPS and USPS, i.e. UPS ships your package to your local post office and your local USPS mailman will do the final delivery.
For International orders we are shipping with USPS airparcel service, FedEx and UPS depending on the lowest freight for the weight and size of your package.
=> Where can I find a shipping rate chart?
Freight Chart is available online, click here.
Orders to Alaska, Hawaii, Puerto Rico, U.S. Virgin Islands, Guam, American Samoa or Saipan may ship via USPS Priority. Orders to APO or FPO addresses are shipped via Priority Mail.
=> Where can I find information on international shipping?
For international orders there is no freight charge available online. Online shipping freight is only estimated by order amount and cannot consider the actual weight and actual size of package nor destination country. For international orders, the actual shipping freight is determined after pulling and packing your order based on actual weight and size of package. Monark Golf will inform you the actual shipping freight, an open balance is payable thru Paypal remittance to Monark's PayPal account [email protected]. For a freight quotation, please send email with proposed order to [email protected].
=> Why has my order been delayed?
We are stocking up most items in our own warehouse and strive hard to ship all orders placed by 12:00 noon time. Shipping delays may occur during busy holidays or in the spring, the beginning of golf season. The majority of items are in stock, some specialty items such as taper tip shafts are special order items. Lie bending and club building takes 3 business days even if you select a faster delivery method. If you are selecting expedited shipping requests over the weekend, please note that an order placed over the weekend will not be shipped until Monday evening. Transit time is available online here. Transit time means business days, Saturday and Sundays are not business days, the pick-up day does not count.
=> Where is my order being shipped from?
The majority of orders are shipped from our warehoue in Los Angeles county, CA.
=> Can I pick-up my order from your warehouse?
Yes you can pick-up your order from our warehouse in Los Angeles county Monday to Friday from 8:30am to 5:00pm PST. When checking out, write a message as 'Special Requst" that you will pick-up your order and we will not charge shipping freight. We will contact you when your order is ready for pick-up.
INTERNATIONAL ORDERS:
RETURN POLICY:
=> What is your return policy?
All orders may be returned to our warehouse in Walnut, CA 91789. All return shipping charges must be prepaid. Only items in brand new condition can be returned for a credit or refund. In particular club heads must have the skin wrapper closed, if shrink wrapper is open, clubhead is not considered new. We refund paid price of merchandise. Built clubs are not returnable, sales are final. The following products may NOT be returned:
- Used merchandise
- Special orders
- Custom golf clubs
- Built Clubs
- Altered components such as heads with custom lie adjustment
=> How do I return merchandise?
Products in new condition may be returned to our warehouse. Wrap the package securely to prevent damage during transit and send it to the following address:
Monark Golf
319 Paseo Sonrisa
Walnut, CA 91789-2722
PRODUCTS:
=> Are your clubheads conforming to the USGA?
None of our clubheads are submitted to the USGA for testing and hence there is no confirmation letter. This does not indicate that our clubheads will not pass the test. Heads are simply not sent to USGA for testing.
=> Can I purchase individual iron heads?
Most iron heads such as Turbo Power, Heater, etc. are offered in small sets of #5-PW, sorry we cannot break sets. #3 and #4 irons as well as wedges are individually available. Acer, Dynacraft and PowerPlay irons are individually available, there is no set requirement.
