1. Do you offer a printed catalog?
We do not yet offer a printed catalog distributed by postal mail. We are currently developing our gift collection. Because of the uniqueness of some of our products, we felt that it was best to display our merchandise on the internet so that we could bring them to market faster and have better controls over inventory. We expect to offer an e-catalog in the near future that could be downloaded and printed on any home or office printer. In the meantime, we will send out periodic new merchandise announcements via our mailing list, and offer special sales and incentives that we could not offer with a printed catalog.

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2. My package hasn't arrived yet. What should I do?
Books and Videos ordered through the Trout Company Bookstore are fulfilled directly through amazon.com via links to their website. They will be responsible for all aspects of processing and fulfilling orders, including payment processing, cancellations, returns and handling customer service.

For all other orders placed through the Trout Company you will be advised as to an expected shipping date and method of shipping at the time the order is place. Each rod is custom built to order in Chico, California. Rods are typically shipped in 3 - 4 weeks via UPS 2 day ground. Each package is assigned a unique tracking number by UPS. You can track your package from our website once the package is shipped. Tracking can be done by the UPS package tracking number we send you in the shipment confirmation e-mail, through UPS tracking.

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3. Does your web site use cookies?
Yes. Our shopping cart program needs to use cookies to remember the merchandise you have in your shopping cart. This cookie is like taking a number for service when walking in the door. Your selections are stored on our server, not on your computer. This is similar to asking a sales clerk to hold onto your merchandise while you continue shopping. When you are ready to check out, your cookie identifies which selections of merchandise belong to you. This cookie contains no personal information about you and no one but the Trout Company can retrieve the cookie.

We also track the link that you followed to our site, typically from a search engine or an affiliate. This allows us to better determine the effectiveness of our search engine listings and promotions. We are not looking for where YOU as a customer came from, but are looking for trends for how people locate our site. This allows us to better direct our marketing efforts. This information is not released to any outside agencies.

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4. What about my privacy?
We respect the privacy of our customers, and vow not to divulge their credit or address information. When you place an order, we need to know your name, phone number, email address, billing address, and credit card type, number and expiration date. This allows us to process and fulfill your order and to notify you of your order status. Your information is treated with the utmost security. Your personal information will not be sold.

When you place orders or access your account information, we offer the use of a secure server. The secure server software encrypts all information you input before it is sent to us. All of the customer data we collect is protected against unauthorized access.

From time to time, we may offer a sweepstake or contest. To enter a sweepstake or contest, you may be asked to provide your email address, mailing address and phone number. This information is needed to notify the winner and is not shared with third parties.
TroutCompany.com does not share, sell or trade email addresses, postal addresses, billing information or telephone numbers.

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5. How often do you get new merchandise?
We will be adding to our inventory and expanding our store continuously. If you have a product that you would like to see us feature in our store please contact us via postal or e-mail.

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6. What methods of payment do you accept?
For orders placed through Trout Company, we accept Visa, MasterCard, and American Express as payment methods. We employ all the latest e-commerce encryption technology. Checks and money orders are always acceptable payment methods.

During checkout, there are options to "pay online using a credit card" and to "mail a check or money order". The "mail a check or money order" as the payment method captures no credit card information.
Orders with a "mail as check or money order" will not be initiated until payment has been received. Checks take 5 - 7 days to clear while money orders can be processed immediately.

The receipt page that follows along with the e-mail receipt has all our address information describing how to remit payment.

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7. Do you accept phone orders?
No, we do not currently accept phone orders. The cost of staffing a phone line would force us to raise prices to cover the costs. We decided to provide lower prices instead of staffing a phone line. If you have any questions at all regarding an item we offer for sale or questions regarding your order please send contact us by postal mail or e-mail. Be sure to include your name / address / phone number / e-mail address. We will get back to you as soon as possible.

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8. How do I contact you? What is your mailing address?
We can be reached via e-mail, or by Postal mail at the following address: Trout Company, PO Box 820528, Houston, Texas 77282-0528. We also receive email at customerservice@troutcompany.com.

Still have a question?

If have any questions this FAQ did not answers, feel free to contact us. We will get back to you as soon as we can.

TroutCompany.com 100% Satisfaction Guarantee:

We offer one of the strongest return policies in the business. We will refund your money on any purchase that isn't 100% satisfactory and is returned within 30 days of receiving your shipment. Item must be in its original condition with original packaging and accessories for a full refund. We'll even refund the shipping cost if the return is the result of our error. Please contact us for an authorization return number prior to returning any merchandise.

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