When you make a purchase at Surf Station, whether it be in person in our surf shop or on our online store, we want to make sure that you receive the best customer service possible. We pride ourselves on core values including honesty, integrity and service. We try to make online purchasing easy by providing detailed descriptions as well as quality photographs of the merchandise so you know exactly what you’re getting. We do ask that you please allow 3 business days to process your order. Once the order has been processed, it will be shipped. We understand that situations arise and products may need to be returned.
Please review the following Returns and Exchanges Policy to answer any questions you may have and help expedite the process.
Surf Station will exchange / return any merchandise as long as it has not been worn, washed, ridden or used, and is in its original packaging with all the original tags attached. However there are a few products that may not be returned. Women’s bikinis (tops and/or bottoms) may not be returned or exchanged. Skateboards that have been assembled by customer may not be returned or exchanged. You may have a full refund as long as the merchandise is returned within 30 days of the original purchase date. The credit card used on the original order will be used for any refunds or exchange price differences. Returns after 60 days will be given store credit. A valid receipt is required for all returns.
All Online Orders are Subject to Product Availability.
It is possible for products to be sold in the physical surf shop as well as the online store on the same day. In the instance that a product is ordered online but is no longer in stock, the customer is entitled to a full refund of their requested order.
Out of stock items may be re-ordered BUT product prices may change due to manufacturer price increases, sales promotions and shipping charges. Original pricing is not guaranteed on re-ordered products.
If for some reason your product doesn’t fit, send it back to us for an exchange. We ask that you cover the cost to ship the item back to us and we will cover the cost of shipping the new item back to you. Triple Wetsuit Guarantee! At Surf Station, we offer the triple wetsuit guarantee! Order the wetsuit of your choice and receive FREE shipping. When we ship your order, we’ll include a FREE RETURN shipping label in the event that it doesn’t fit. Simply apply the label to the package, send it back, and we’ll ship you a replacement wetsuit FREE of charge!
Surfboard Returns & Exchanges:
Surfboards may be returned or exchanged, but ONLY under the following conditions:
• 1. The surfboard must NEVER have been ridden, used, waxed or damaged in any way by the customer.
• 2. Customer is responsible for all shipping and custom (if apply) charges to return or exchange the surfboard.
• 3. A $50 restocking fee will be charged for all returned surfboards.
• 4. The surfboard must be returned or exchanged within 10 business days of initial purchase. *We strongly recommend insuring all returned or exchanged orders. We are NOT responsible for returned surfboards that have been damaged or lost in transit.
We will happily exchange or refund any item found to be defective or incorrect. For these items, we will incur the cost of the return shipping charges. To obtain a prepaid return label, please email us email@example.com or call us at 1 (800) 460-6394.
Please note that we are not responsible for packages damaged or lost in transit or return shipping costs. We highly recommend adding insurance and tracking information to your package through a carrier such as USPS, UPS or FedEx. Please allow 3 business days for us to receive and process your order. Adjustments to credit cards will be made within 2 billing cycles. For questions or comments please email us at: firstname.lastname@example.org Or, chat with us online (click the orange "Live Chat" tab in the bottom right corner of the screen) between 8:00am to 9:00pm EST, Monday to Sunday. If someone is not available, you have the option of leaving us an "Offline Message" and we’ll get back to you as soon as possible. You can also call us toll free at 1 (800) 460-6394 We appreciate your business and are happy to provide you with the highest quality product and customer service!
Surf Station Board Shipment Disclaimer
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 THE DELIVERY AGENT OF THE DAMAGE
2. KEEP THE BOX AND ALL ITS CONTENTS
3. EMAIL THE SURF STATION IMMEDIATELY WITH PHOTOS OF THE DAMAGE AND OF THE BOX (SHIPPING@SURF-STATION.COM)
4. THE SURF STATION WILL DETERMINE WHAT OPTIONS ARE AVAILABLE FOR REPAIR, RETURN OR EXCHANGE
5. CLAIMS MUST BE MADE WITHIN 5 DAYS OF DELIVERY
Options if your board arrives damaged:
For minor dings, dents, cracks or other cosmetic damage 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 pay for the full cost of 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 a substantial discount for the inconvenience.
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 en route 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)
Thank you for understanding and working with us as our goal is to have the most stoked customers in the world!
**The Surf Station reserves the right to determine the severity of the damage and what option will be used to remedy the situation**
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