We here at The Surf Station take great care and pride in packaging these fragile surfboards, body boards, skim boards and paddle boards.
Unfortunately, during the shipping process damage does sometimes occur. Although this is rare, it does occasionally happen. The Surf Station goes above and beyond industry standards when it comes to board shipments. Our packaging methods have been approved by both UPS and FedEx and undergo routine inspections. We ship an average of 150 boards per month and are happy to tell you our damage rate is under 5%.
In the unlikely event that your new board arrives damaged, The Surf Station will do everything in it’s power to resolve the issue. However, the customer must adhere to a strict set of guidelines in order for their claim to be honored.
INSPECT THE CONTENTS OF THE BOX UPON DELIVERY. IF THE ITEMS ARE DETERMINED TO BE DAMAGED PLEASE:
1. NOTIFY OUR COMPANY ABOUT THE DAMAGE ASAP
2. KEEP THE BOX AND ALL ITS CONTENTS
3. EMAIL SUPPORT@SURF-STATION.COM IMMEDIATELY WITH PHOTOS OF THE DAMAGE TO THE BOARD AND TO THE BOX.
A DAMAGE CREDIT WILL NOT BE PROCESSED UNTIL PHOTOS OF THE EXTERNAL BOX ARE REVEALED TO US. We need photos of ALL inner packaging and all 6 sides of the box including aerial view of entire box with readable shipping label, all damages, and proof of value including any make/model/serial numbers. Screenshots are not valid proof of value.
4. THE SURF STATION WILL DETERMINE WHAT OPTIONS ARE AVAILABLE FOR RESOLUTION.
5. CLAIMS MUST BE MADE WITHIN 5 DAYS OF DELIVERY
Options if your board arrives damaged:
For minor dings, dents, or cracks; The Surf Station will pay for 100% of the repair cost or mail the customer a full repair kit at no charge if they are comfortable with fixing the damage themselves. On top of covering the repair costs we will discount the price of the board by the amount of the repair in the form of a refund.*
IE: Your board arrives with a small ding on the bottom and the repair cost is $25, The Surf Station will send you a ding repair kit for the repair as well as refund the customer an additional $25 as a discount on the board since it did not arrive in the “new” condition as advertised.
For major damage such as creases, buckles, full breaks or damage that will affect the structural integrity or performance of the board we offer two options. With the first option The Surf Station will help the customer find a respectable surf shop or shaper who specializes in ding repair. We will pay 100% of those repair costs as well as offer the customer an additional discount for the inconvenience. (Up to, but no more than an additional $75 off).
The second option is for boards beyond repair. We will schedule a “damage call tag” where the shipping courier will come to your location and pick up the damaged board. Once the damaged product is back to The Surf Station we can either replace it with the exact same board (if available), use that credit for any other board or product in our inventory, or offer the customer a full refund. (The Surf Station will cover all shipping costs associated with exchanges for damaged products).
*Surfboard Disclaimer: Surfboards are not indestructible. Most are man-made, and are known to sometimes contain minor blemishes such as burned glass from the board shaper, unequal coloring from the glassing process, cosmetic scratches, etc. The Surf Station is not liable to compensate for these small imperfections as they will not damper the performance or structural integrity of the surfboard. The cosigner accepts these terms upon checkout.
If a surfboard happens to be damaged where the durability of the board is affected, sufficient evidence must be provided (photos of box & board).
The Surf Station will ONLY remedy the situation in the form of a modest credit deemed fair by The Surf Station.
The Surf Station will NOT offer a return for any international orders under any circumstances.
While damages are very rare, our company will work with the cosigner in a fair and efficient manner.
- ALL LTL/FTL SHIPPING COSTS ARE NON-REFUNDABLE EVEN IN THE CASE OF DAMAGE.
Shipping costs are non-refundable once an order has been marked as "Shipped."
*Reimbursement of shipping cost (excluding freight shipments) will only be honored due to damage in transit where the item needs to be returned.
*Any loss or damages sustained by a shipment aided by the transport of a freight forwarder is NOT the fault of The Surf Station & The Surf Station will NOT be held liable for any such loss or damage.
- A refusal of delivery is acceptable if a shipment is noted to have extreme damage upon delivery. Please notify The Surf Station immediately if this rare & unfortunate instance occurs.
- The package must have notable severe damage to qualify for reimbursement.
Orders cancelled or redirected while in transit will be liable to additional charges.
Refunds for returned items will be processed once the item(s) have been safely delivered back to our location.
Damages to a return due to poor packing efforts by the original recipient will be withheld from the return amount.
**The Surf Station reserves the right to determine the severity of the damage and what option will be used to remedy the situation**
*All used boards are non-refundable. The Surf Station, nor the shipping carrier, is liable for any damages to a used item that have a chance to occur while in transit. Order used items online at your own risk!
The Surf Station is NOT liable or responsible for packages stolen off doorsteps after time of delivery. If a signature is required, PLEASE request at checkout.
Thank you for understanding and working with us as our goal is to have the most stoked customers in the world!