Why is there no tracking info for my order on the shipper’s web page?

It can take up to 48 hours for tracking info to display from when you receive our shipping confirmation email. Rest assured, your package is en route. Also, be sure to enter the BOL # (Bill of Lading) with no spaces in the tracking field. 

How will I know which freight facility my board is being delivered to?

Your shipping confirmation email will include the freight facility’s contact info. If we are unable to find a freight facility within a 30-minute drive from you, we will reach out with other shipping options. 

How will I know when my board is ready for pickup at a freight facility? 

The freight facility will contact you when your board is ready for pickup. Be sure to bring a photo ID, and be sure to check the facility’s pickup hours. 

An employee at the freight facility is demanding I sign for my board shipment prior to me seeing it. What do I do? 

Sign your name followed by “on further inspection.” Signing in this manner offers protection. It gives us a 48 hour window for damage claims to be made with freight providers. 

My board is being delivered to my house. Its tracking info says it reached its destination, but I don’t have my board. What gives?

You will receive a call to schedule delivery soon. The call occurs shortly after your board reaches the freight company’s destination hub. Note that board deliveries require a signature, which demand a drop off appointment. If the shipping company hasn't called to schedule a delivery time, there's no need to put your life on hold by waiting at home.  

How can I protect myself (and my board) from freight damage?

Inspect the box. Look for signs of trauma like tire tread, severe creasing, or puncture holes. If these are present, and reveal fatal damage to your board, do not sign. Refuse the shipment. We will contact you, and work to get a replacement board headed your way. 

What if the box shows some wear, but it’s tough to tell if the board is damaged?

Sign your name followed by “on further inspection.” Signing in this manner offers protection. It gives us a 48 hour window for damage claims to be made with freight providers. 

And if I do find damage to my board, what then?

Send us photos. Closeups of the damaged area, and photos that show the interior and exterior box damage go far. Also, keep the packing materials. We’ll work with our shipping partners to get you either a damage credit or a replacement board. 

I received my board, but no fins, foot straps, or vent plug ...

Fins, foot straps and hardware are typically protected in cardboard sleeves, which can conceal them. Closely examine your packing materials. Each board shipment entails a thorough checklist. Everything is in there!