We want you to be absolutely stoked on your products, so we have a 60-Day Satisfaction Guarantee. You have 60 days after receiving your item to request a return.
To start a return, please email us here: firstname.lastname@example.org or use this form.
If your return is accepted, we’ll send you a return shipping label and/or instructions on how and where to send your package.
Our 60-Day Satisfaction Guarantee:
Since we hand-pick and test everything we sell we're confident you're going to be stoked on your order. This is why we stand behind all of our products with a 60-day satisfaction guarantee.
If you are not totally satisfied with your purchase for any reason please send it back for a full-refund of the item(s) purchased. Please note: we don't cover shipping so return shipping fees may apply. If a "Free-Shipping" or "Flat-Rate" shipping option was selected at checkout the actual shipping cost to fulfill the product may also be deducted from your refund.
Some of our products are actually hand-made (and take a lot of work to make!) and in certain cases hand-made to order so additional terms apply to these. Our "Made in USA" or "Made in California" products sometimes even require custom packaging and thus may require a restocking fee. (Please see the Hand-Built Products area below for more info.)
If in the unlikely event a product shows up as defective we will obviously pay for the return shipping. Please inspect your order upon receiving and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
We will notify you once we’ve received/inspected your return, and let you know if the refund was approved or not (please allow 3-7 business days for inspection once the returned item(s) have been delivered to our facility.) If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at email@example.com
Here are the rules and exceptions for all products:
- All product must be returned in the unused & unassembled condition that it came in, with all original packaging, including all tags, inserts, & any instructional material. Please make sure that all small components (i.e. hardware like screws/nuts, etc.) are packed together and not loosely sent back in the the packaging, as this sometimes causes pieces to go missing in the mail. Missing components may be subject to an additional restocking fee.
- We cannot accept returns on any custom orders (i.e. sizes, color, dimensions, finishes, etc.)
- If your product is sent back to Epic Surf Racks, LLC because of an invalid address, or because of an inability to accept shipment for any reason (i.e. signature, availability to accept or pickup, etc.) you will be charged the actual total shipping cost, plus any return and/or restock fees (if applicable.)
- Hand-built (i.e. wood free-standing products) need to be packed tightly in their original packaging, with no wood pieces touching. If for some reason you are unable to get this working (i.e. packaging material has become compressed or damaged) we can ship out additional packing material & give detailed packaging instructions.
- We all make mistakes, and sometimes we need to cancel an order. We get it! However, cancelled orders that have been processed and dispatched for fulfillment (but not yet shipped) may be subject to a 2.6% Processing Intercept Fee. We try our best to get to these requests handled in a timely fashion but if this is imposed please understand this fee comes directly from our service provider.
Non-Hand-Built Products Shipping / Refund Details:
For products that are not hand-built and/or not manufactured by Epic Surf Racks, LLC these products typically ship within 1-2 business days, via the carrier of our choice or whichever was specified by the customer at order-inception.
Returns for Non-Hand-Built Products
Epic Surf Racks, LLC's non-hand-built products also come with the 60-day satisfaction guarantee. This return policy is nullified if there is any noticeable wear and tear or modification to the product, after order fulfillment has been complete. The product needs to be returned in the same condition it was received, with all original packaging and tags.
Hand-Built Products Shipping / Refund Details:
Most of Epic Surf Racks, LLC's hand-built racks are actually made to order right here in the US. These products typically ship within 10-20 business days. However, colored or stained finish racks sometimes take a bit longer (15-30 business days), as these need adequate curing time between coats. Usually we beat these times, but please don't expect shipments to come prior.
If you're ordering a hand-built product manufactured by Epic Surf Racks, LLC and products not manufactured by us (3rd party) your items may ship separately. We will provide shipping updates & tracking information (when available) for all items in an order.
Delivery of Hand-Built Products:
Once these products are shipped, customer tracking information is provided via email, as a confirmation signature is required on most hand-made products. This is to ensure liability insurance is provided by the carrier.
Once the tracking information has been populated and sent any allocated shipping charges with the product's transaction is then deemed non-refundable. The customer shall be solely responsible to coordinate receiving products, as well as provide the adequate signature/documentation required upon delivery to successfully complete fulfillment.
Epic Surf Racks, LLC is in no way responsible for shipping charges, return shipping charges, punitive charges, and/or damages associated with products which have been deemed 'failed to be received', 'unable to deliver' or anything of the like, as stated by the courier. If a product has been proven to be 'failed to be received' or 'unable to deliver' or any of the like the customer is responsible for any additional charges which may result to obtain the product(s), in addition to a $50 reprocessing fee, which may be allocated by a qualified representative of Epic Surf Racks, LLC, at the representative's discretion.
Refunds for Handmade/Hand-Built Products:
If you are not happy for any reason you can return the product for 100% of the purchase price, less the cost of shipping and handling charges. In addition, products over $300.00 are subject to a restocking fee of 25% of the total order value. For hand-built products (i.e. Wooden Free-standing Surf Racks) the customer is to pay the associated return shipping amount, as well as ship via the same courier which the product was initially sent. Defective/damaged items sent will be replaced or refunded to 100% of the purchase price at the discretion of a qualified representative of Epic Surf Racks, LLC.
Returns on orders that have Free-Shipping/Local-Pickup/Pickup From Store:
In the event customer is not satisfied with product, decides to return and had selected the Free-Shipping or Local Pickup option during checkout, the initial shipping cost will be deducted from the refund (please note sometimes when local pickup is selected we actually have to pay for the product ship to us.) The return shipping cost is also non-refundable, unless product is determined as a manufacturing defect by a qualified representative at Epic Surf Racks, LLC. Any sale where any portion of the order has been expedited, or deemed as a rush order, is final, unless proven as a manufacturer defect, by a qualified representative at Epic Surf Racks, LLC. For items that have been pulled from our warehouse to be brought to the store for the free local-pickup option, the freight charges incurred to move the product from the warehouse are non-refundable.
60-Day Satisfaction Guarantee Exclusions:
Products that are excluded from the 60-day satisfaction guarantee are Custom Orders and Rush Orders (or any order expedited, in any way.) All sales of Custom Orders and Rush Orders are final unless determined as a manufacturer's defect (determined by a qualified representative of the manufacturer.) Rush Orders are any orders in which the lead time for making or receiving a product has been expedited, in any way for the customer.
As shipping costs are exponentially higher in some regions all Free-Shipping promotions are excluded for Hawaii (mahalo), Guam, Alaska, U.S. Territories outside of the lower 48, and all International Orders.
International Orders with Epic Surf Racks, LLC are on a case by case bases. Please email firstname.lastname@example.org for more information.
Product sales shipped internationally are final.
For APO/FPO orders we do ship to these address but please email email@example.com prior to order placement.