Epic Surf Rack's 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.
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.
- 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 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, and any return 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 2.9% 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 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 Rack's non-hand-built products 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:
All of Epic Surf Rack's hand-built racks are made to order here in the US. Most racks usually ship within 7-12 business days. However, colored or stained finish racks sometimes take a bit longer (10-20 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 and products not manufactured (3rd party) your items may ship separately. We will provide shipping updates & tracking information (when available) for all orders.
Delivery of Hand-Built Products:
Epic Surf Racks' free-standing storage products sometimes are hand-built to order, and typically ship within 7-20 business days, depending on the model. Once these 'products' are shipped, customer tracking information is provided via email, as a confirmation signature is required on all free-standing surf racks 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 for receiving products, as well as provide the adequate signature/documentation required upon delivery to successfully complete fulfillment.
Epic Surf Racks 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' 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 at Epic Surf Rack's discretion.
Returns for Hand-Built Products
Epic Surf Rack's hand-built products come with a 60-day satisfaction guarantee*. 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 Epic Surf Rack's discretion.
Returns when Free-Shipping Option / Local Pickup / Pickup From Store is Selected:
In the event customer is not satisfied with product, decides to return and had selected the 'Free-Shipping' Options at the inception of the purchase, the initial shipping cost will be deducted from the refund. The return shipping cost is also non-refundable, unless product is determined as a manufacturing defect by a qualified representative at Epic Surf Racks. 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. 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.
International Orders handled of Epic Surf Racks products are on a case by case bases. Please email email@example.com for more information.
Product sales shipped internationally are final.
For APO/FPO orders we do ship to these address but please email firstname.lastname@example.org prior to order placement.