Customer Help
Our team is always here to assist.
Common questions answered about your order
Orders and Shipping
We ship from our dealership in Cookeville, TN. Our central location allows most orders for in stock items to be delivered within 2 to 5 days. Please see the freight time estimation map below:
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Notify us as soon as possible to get the address corrected. If we have not yet shipped your order there will be no fees. However, there may be a fee imposed from the freight carrier to change the delivery address of an order that has left our facility.
Once your order ships from our location, we will e-mail the shipment tracking number to you at the email address entered on your order. You can then track the shipment on the freight carrier’s website (i.e. FedEx.com or XPO.com)
Your Payment Security Matters to Us
For your safety, we never store your credit card or other payment information on our servers. All transactions are processed through secure, encrypted payment gateways that meet the highest industry security standards. This means your sensitive details are handled only by trusted, PCI-compliant processors and are never retained by us — ensuring your data stays private and protected every time you shop.
We currently ship within the 48 contiguous United States. Customers in AK & HI can coordinate for freight forwarding within the 48 states and we will ship to the forwarder.
Engine orders ship in 1 package. Parts and accessories usually ship in 1 package but will depend on the number of items ordered and the sizes.
Returns and exchanges
Returns and Exchanges
Order Cancellation Policy
Orders placed and subsequently cancelled by the customer before the item has shipped will be subject to a 5% cancellation fee. This fee is excluded for certain situations where there are unplanned delays in the fulfillment of the order.
Return Policy
The terms and conditions listed in our return policy are those of Plateau Marine / TohatsuDirect.com, and not by any manufacturer. We provide our own facilities and customer service department to address and resolve all product exchanges, refunds, or return requirements.
- Engines
Sorry, there are no returns, refunds, or exchanges on outboard motor purchases. In the unlikely event there are operational or performance issues with the engine, the issue will need to be addressed under the manufacturer’s warranty guidelines and taken to an authorized dealer for warranty repair.
- Parts and Accessories
Returns must be initiated within 30 days of receipt of the order. Items returned for refund are subject to a 15% restocking fee.
We cannot accept returns for electrical systems / components.
Please note that freight charges on an item shipped to a customer and the freight charges to return the item(s) are the responsibility of the customer and not refundable.
For all other items, the item must be clean, uninstalled, unused, in original packaging, and complete with all components including covers, tags, and manuals as applicable. Make sure to follow all the directions in the Return Process outlined below.
Return Process
- Call us at 931-650-4122 and have your order number ready.
- We will review your request and if you meet the required conditions, we will initiate a return. Freight charges for returning items ordered in error by the customer are not refundable.
- Carefully package the item, taking care to include all of its tags, bags, and manuals. Please be sure not to write on or damage the manufacturer’s packaging material, as this can make an item not returnable.
- Ship your package in its original manufacturer’s box (if applicable).
- Once we receive your package, we will inspect your returned items to ensure they meet the guidelines. If the item and packaging are in new condition, we will process your refund back to the original payment method.
- Items that were ordered in error by the customer and returned for refund are subject to a 15% restocking fee plus freight costs incurred.
Refunds
- Refunds will be issued back to the original method of payment.
- Please allow 7-10 business days for refunds to be processed following receipt of your return.
- Please call 931-650-4122 with any questions regarding the status of your return. Be sure to have your order number ready.
Damaged Shipments
Freight damage is handled on a case by case basis. We understand outboards and parts are expensive and your new engine should arrive in pristine condition. In the event of freight damage, we will work with you to determine a satisfactory solution to correct the issue.
If you receive a damaged product, save the box and all packaging material and call us at 931-650-4122 within 48 hours of receiving the shipment.
We’re sorry for the mix-up! Please contact our customer service team within 5 days of receiving your order and include your order number along with a photo of the item you received. We’ll quickly arrange for the correct item to be sent to you, and provide instructions for returning the incorrect one (at no cost to you). Our goal is to make things right as fast as possible so you can enjoy your purchase.
Freight damage is handled on a case by case basis. We understand outboards and parts are expensive and your new item should arrive in pristine condition. In the event of freight damage, we will work with you to determine a satisfactory solution to correct the issue.
If you receive a damaged product, save the box and all packaging material and call us at 931-650-4122 within 48 hours of receiving the shipment.
Authorized returns should be mailed or shipped to:
Plateau Marine
ATTN: Returns
750 Blackwell Park
Cookeville, TN 38506
Customer support is just a phone call or e-mail away. Call us at 931-650-4122 or e-mail us using our Contact Form or reply to any email you received from us.
Notify us as soon as possible to get the address corrected. If we have not yet shipped your order there will be no fees. However, there may be a fee imposed from the freight carrier to change the delivery address of an order that has left our facility.
We process orders quickly to get them shipped out as soon as possible. If you need to make changes or cancel your order, please contact us right away with your order number. If your order has not yet been shipped, we’ll do our best to update or cancel it for you. Once an order has been shipped, changes and cancellations are no longer possible, but you may be able to return the item following our return policy.
You can pre order a sold out item by contacting us at 931-650-4122. We will fulfill your order as soon as possible.