General Conditions:
Product Satisfaction:
We take pride in crafting our boards and accessories. If you’re not satisfied, please contact us by any comfortable means and we will find a solution that works.
Shipping Paddleboards:
Getting your paddleboards to you is a process that we take personally. As paddleboards are quite large and a bit unwieldy for traditional shipping, we work closely with licensed logistics companies to ensure that each order is handled with the utmost care. We trace every order personally, discussing and planning the first board’s journey in the utmost detail. This includes creating a special stiff plywood shipping case tailored to your board, selecting the perfect carrier, and fine-tuning the conditions and route of transportation. It’s our way of ensuring your paddleboard arrives safe and sound, ready for your aquatic adventures.
Product Classes:
- Stock Items: items ordered from the store without any personalization.
- Customized Items: items personalized upon request from the customer via customization form on the product page.
- Custom orders: items produced after the order is placed and details are agreed upon with the customer.
Custom Order Processing:
- The customer initiates contact with us to discuss their order requirements.
- Once all the order details are agreed upon, we provide the customer with a final contract and invoice.
- To confirm the order, a 50% prepayment must be made within 5 working days.
- After receiving the initial payment, we commence the construction of the order.
- Upon completion of the order, we promptly notify the customer.
- The remaining 50% of the payment must be made within 5 working days after order completion.
- Once the final payment is received, we endeavor to ship the order within 3 working days.
Payment conditions:
- Stock and Customized Items require 100% prepayment upon order placement.
- Custom orders: To initiate the production of made-to-order items, we require a 50% non-refundable deposit.
Shipping Conditions:
Processing and Shipping Times:
- Stock Items: Typically shipped within 1-2 business days.
- Customized Items: Shipped within 2-5 business days.
- Custom orders: Vary from a couple of weeks to several months, discussed and agreed upon individually.
Shipping Options:
Currently, we offer a flat-rate shipping option.
International Shipping:
- Export costs in the country of departure are covered by the seller.
- Import duties and taxes in the country of destination are the buyer’s responsibility.
- Please note that customs may cause delays beyond our control.
Courier Services:
We utilize CTT, DHL, UPS, FedEx and occasionally some other carriers, selecting the best based on individual cases.
Return Conditions:
Initiating a Return:
- Customers must inform us of their intention to initiate a return within 7 days after receiving the product.
- Customers should ship the items back to us within 30 days after receiving the product.
Exemptions from Returns:
Returns and refunds are generally not offered for customized items unless there is clear evidence of shipping damage.
Returning Items:
- Items should be returned in their original packaging.
- For items damaged during shipping, evidence of damage and package damage should be provided.
Return Shipping Costs:
- If an item arrives damaged, return shipping is covered by the seller.
- For returns due to personal reasons, return shipping is the responsibility of the buyer.
Refund Conditions:
Processing Time:
Refunds are processed within 3 to 5 business days.
Exemptions from Refunds:
Refunds are generally not offered for customized items unless there is clear evidence of shipping damage.
Cancellation Conditions:
Requesting Cancellations:
Order cancellations can be requested by contacting our customer support team via contact form on the website. We aim to respond promptly to all cancellation requests.
Timeframe for Cancellations:
Orders can be canceled within 24 hours of the initial purchase.
Processed or Shipped Orders:
If an order has already been processed or shipped and cannot be canceled, our return and refund policies apply.