If you have any questions, please call us at 206 545-9463 to speak with our customer sales staff.
Standard shipping takes approximately 5 to 10 business days from the date of your order. We process orders Monday through Friday.
Orders that cost less than $100.00 are subject to an $10 flat-rate shipping and handling fee.
Free UPS Ground shipping applies to most orders over $100.00 to customers within the continental U.S. Orders sent to PO Boxes, AK and / or HI will cost extra for shipping.
- Please allow 1-2 business days from time of placing your order for processing.
- We will send you a tracking number once your order has shipped.
- Occasionally, we will need to order your item as it will be out of stock. You will be notified with an updated shipping date of your item. In most cases this will be an additional 7-10 business days.
- Any express shipping will be paid in full by the customer.
All Boards and most Paddles are considered oversized items and are not included in our free shipping option. We will determine the shipping cost of any oversize items after order has been placed and will ship the item once the customer confirms the cost.
Please contact us at (206) 545-9463 or by email at firstname.lastname@example.org to check on availability and shipping for Surfboards and Stand-up Paddle Boards.
If ordered items are back ordered, you will be notified via email of the back order and an estimated delivery date.
If your shipment is incorrect or damaged:
Please inspect all items upon arrival for errors or defects and contact us immediately if there is any loss or damage.
If you feel there is an issue, please give us a call at 206 545-9463 or email email@example.com so we can look into it.
If we made a mistake, we'll do everything we can to correct the issue, including covering all costs associated with returning the item and shipping you a replacement.
Please allow approximately 7 business days for your return to be processed once it has arrived. Please allow 2 billing cycles for refunds to appear on your credit card statement. If your exchange is not the result of an error on our part, our normal shipping rates apply.
If you receive a damaged shipment, contact UPS immediately to file a claim. To file a claim, a representative of the agency must inspect the package in its original condition. If any further assistance is needed, please contact us.
USPS Claims: Damaged and/or items missing can be filed immediately, but no later than 60 days from mailing date. The article, packaging and container must be presented to the Postal Service for damage claims. You may file a claim at any Post Office, Station, or Branch.
UPS Damage Claims: Damage to a package can be reported by a shipper, recipient, or by UPS. After a damage inspection is performed by UPS, the shipper of record is contacted with the results. Depending on the results, the shipper can file a claim for the repair or replacement cost of the package contents up to the declared value. US destinations can be filed online, International destinations must call UPS.
Urban Surf does not ship to Canada. If we did, then delivery time may be approximately 10 business days although we cannot account for time spent in customs. Urban Surf is not be responsible for duties, taxes or fees upon entry. We would send you a tracking number once your order has shipped.
Brokerage Fees to Canada are typically charged by the Canadian government and/or the Courier Service. These must be paid by you upon delivery.
We recommend that you check with your local customs office or post office for details on how these charges are assessed and applied. These fees are not included in our shipping and handling rates. For more information on Brokerage Fees click here.