Frequently Asked Questions |
Customer Service-
How can I contact you?
If you have any questions or concerns, please contact customer service using our email form. You may also call us toll free at 1.888.802.SURF (7873).
We currently have two stores located in San Diego, Ca. All SurfRide.com orders are shipped from our Oceanside location.
Monday - Friday: 9:00 a.m. - 7:00 p.m.
Saturday: 9:00 a.m. - 6:00 p.m.
Sunday: 10:00 a.m. - 6:00 p.m.
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My Account-
How do I create an account?
To create an account, click here or the “New Customer” link located in the top right section of any page. Make sure to fill out all required information, then click continue. That’s it!
By creating an account at SurfRide.com, you can take advantage of member privileges and enhance your online shopping experience with us. Some of these features include:
- Shopping Cart - Products added to your shopping cart will be saved until you remove or purchase them.
- Address Book - You can now store up to 5 addresses in your account. We can deliver your products to addresses other than yours. This is perfect when sending gifts for birthdays, holidays or any occasion directly to the person’s doorstep.
- Order Status - Check and track the status of new orders.
- Order History - Keep track of orders previously made with us.
- Wishlist - Need some new gear? Let your friends and family buy it for you! Add the items to your wishlist and we’ll email it to whoever you’d like. It’s perfect for creating holiday or birthday lists.
To edit your account information, log into your account by entering your email address and password. Select the “View Account” link and choose the appropriate information to edit.
I forgot my password.
If you’ve forgotten your password, please click here.
You may view the status of any order by signing in to your account. Once signed in, click “View Account.” From within your account page you will see an itemized list of all orders you’ve placed with SurfRide.com. To view the status of any order click the “View” button to the right of the order.
Security-
Is my information and transaction secure?
At SurfRide.com, we are committed to ensuring the security of you information. We use the industry standard, Secure Sockets Layer (SSL) software, for protecting your online commerce transactions. SSL software allows a secure server to communicate with your browser. The secure server and your browser create a unique shared "key" that only the two computers on either end of the transmission can use to scramble and unscramble information. This key is only good for this one session, and during transmission, the information is scrambled and completely unreadable. When you leave the secure server, the key that was created will become useless. When you return to the secure server, the whole process will begin again creating a new unique key. By using SSL, your personal information including your credit card, phone number, name and address are encrypted so that it cannot be read as the information travels over the Internet.
How can I check the security on my computer?
Once you enter the checkout page, your computer will begin to communicate with our server in secure mode. You can verify that you are in secure mode by the following:
- The initial characters in the web address “http” will be replaced with “https.”
- Depending on your browser, you will see either a padlock or a solid key in the lower right or left section of your browser window.
Does SurfRide.com sell or release my personal information?
We respect your privacy and will not under any circumstances sell, rent or share your information with anyone.
Do you use cookies?
We only use cookies for the purpose of giving you a personalized shopping experience. Cookies allow us to give you a personal greeting and keep track of what is in your shopping cart.
Ordering-
How do I place an order?
Online:
- Find a product you want and select the desired color.
- Next, select the size by entering an amount in the quantity box adjacent to the size.
- Then click “Purchase”
- Follow the on-screen instructions to enter your contact, billing and shipping information
- You will have an opportunity to review and confirm your order before submitting it.
Phone:
You may also order over the phone by calling us toll free at 1.888.802.SURF (7873).
We accept Visa, MasterCard and Discover.
Can I place my order over the phone?
You may order over the phone by calling us Toll free at 1.888.802.SURF (7873)
Where do I enter a discount code?
Discounts may be entered during the Payment Information (2nd step) portion of the checkout process under “Discount Codes.”
What is the difference between a shipping and billing address?
The billing address is the address associated with your credit card - it is used to verify your credit card information. Your billing address is where you receive your bank statement for the credit card. The billing address must match the address that your credit card company has on file. The shipping address is where you want your items delivered. This can be the same as your billing address or different.
Can I special order items?
If the manufacturer makes it, we can get it. If you’re having trouble trying to track down a certain item, let us special order it for you. Special orders typically take 1-2 weeks for us to receive the merchandise from the manufacturer. If you are interested, please contact customer service using our email form. You may also call us toll free at 1.888.802.SURF (7873). Be sure to include as much information about the item (name, style number, color, size, etc.) as possible.
We are required by law to charge sales tax for purchases made within California. If you live outside of California, then you will not be charged sales tax.
Your Order-
How do I check the status of my order?
You may view the status of any order by signing in to your account which is located in the top right portion of any page. Once signed in, click “View Account.” From within your account page you will see an itemized list of all orders you’ve placed with SurfRide.com. To view the status of any order click the “View” button to the right of the order.
Why didn’t I receive an email confirmation after ordering?
Confirmation emails usually arrive shortly after ordering. If you do not receive a confirmation email, please call 1.888.802.SURF (7873).
When will my credit card be charged?
We will not charge your credit card until your order actually ships. You may see an authorization for the amount of your order on your card. This authorization may appear like a charge but is actually just your financial institution holding those funds for us until we charge the order. If your order is not charged and shipped, the authorization is automatically dropped after 2-3 business days. If the authorization on your account has not dropped after 4-6 business days, please contact your financial institution to see how you can have the authorization removed. We will be happy to assist you in the removal of any authorization as requested by your financial institution.
How do I change or cancel my order?
Once an order is submitted, it can only be changed or cancelled by calling customer service at 1.888.802.SURF (7873). Once an order has been shipped, it cannot be changed or cancelled.
How do I track my order?
You will receive an additional email once your order has shipped. If your order is eligible for tracking, the email will include a tracking number and a link to which you may view the shipment status of your order. You may also log into your account to obtain the tracking information.
To track your order, click or copy and paste the tracking link into your browser’s address bar. Then, enter your tracking number into the appropriate section.
Once your order has shipped, you will receive an email letting you know your order is on its way. If your order is eligible for tracking, this email will also include a tracking number and a link to which you may view the shipment status of your order. You may also log into your account to obtain the tracking information.
Tracking numbers are available once your order has shipped. Not all orders are able to be tracked. If tracking information is available, we will email it to you once your order has shipped. You may also log into your account to obtain the tracking information.
Shipping-
What is your shipping policy?
What are your shipping rates?
| Standard Shipping |
| Total |
Rate |
Expected Delivery |
| $0 - $29.99 |
$4.95 |
2 - 6 business days |
| $30 - $69.99 |
$6.95 |
2 - 6 business days |
| $70 - $98.99 |
$8.95 |
2 - 6 business days |
| $99 & over |
Free |
2 - 6 business days |
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| UPS Second Day |
| Total |
Rate |
Expected Delivery |
| $0 - $29.99 |
$9.95 |
2 business days |
| $30 - $69.99 |
$14.95 |
2 business days |
| $70 - $149.99 |
$18.95 |
2 business days |
| $150 - $749.99 |
$26.95 |
2 business days |
| $750 & over |
$47.95 |
2 business days |
| |
| UPS Next Day |
| Total |
Rate |
Expected Delivery |
| $0 - $29.99 |
$24.95 |
1 business day |
| $30 - $69.99 |
$34.95 |
1 business day |
| $70 - $149.99 |
$41.95 |
1 business day |
| $150 - $749.99 |
$53.95 |
1 business day |
| $750 & over |
$74.95 |
1 business day |
| |
| USPS International |
| Total |
Rate |
Expected Delivery |
| $0 - $29.99 |
$16.95 |
7 - 10 business days |
| $30 - $69.99 |
$20.95 |
7 - 10 business days |
| $70 - $149.99 |
$24.95 |
7 - 10 business days |
| $150 - $749.99 |
$28.95 |
7 - 10 business days |
| $750 & over |
$49.95 |
7 - 10 business days |
When will my order arrive?
| Shipping Times |
Standard Shipping |
UPS 2nd Day |
UPS Next Day |
USPS International |
| Order Placed By |
Ships By |
Expected Delivery |
Expected Delivery |
Expected Delivery |
Expected Delivery |
Sunday by
12:30 pm PST |
Mon. |
Within 2 - 6 business days |
Wednesday |
Tuesday |
Within 7 - 10 business days |
Monday by
12:30 pm PST |
Mon. |
Within 2 - 6 business days |
Wednesday |
Tuesday |
Within 7 - 10 business days |
Tuesday by
12:30 pm PST |
Tues. |
Within 2 - 6 business days |
Thursday |
Wednesday |
Within 7 - 10 business days |
Wednesday by
12:30 pm PST |
Wed. |
Within 2 - 6 business days |
Friday |
Thursday |
Within 7 - 10 business days |
Thursday by
12:30 pm PST |
Thurs. |
Within 2 - 6 business days |
Monday |
Friday |
Within 7 - 10 business days |
Friday by
12:30 pm PST |
Fri. |
Within 2 - 6 business days |
Tuesday |
Monday |
Within 7 - 10 business days |
Saturday by
12:30 pm PST |
Mon. |
Within 2 - 6 business days |
Wednesday |
Tuesday |
Within 7 - 10 business days |
What is your free shipping offer?
You may receive free shipping via Standard Shipping for all orders over $99. Offer only applies to orders shipped within the continental USA.
Which carriers do you use?
We use UPS as our primary carrier. We also use USPS (United States Postal Service) for certain locations. To find out which carrier we use for your address, click here.
At this time, we are limited to shipping all orders via UPS or USPS only.
Do you ship internationally?
Currently, we only ship Surf Ride brand merchandise internationally. All packages are sent via USPS (United States Postal Service). Tracking numbers are not issued for international orders. Orders may be subject to import duties and taxes, which are levied once your package reaches your country. SurfRide.com does not collect import duties or taxes and cannot predict these particular charges. These duties and taxes are not included with the freight calculation and are the responsibility of the customer. For information regarding your country’s customs policies, please contact your local customs office.
Do you ship to P.O. Boxes?
Yes. All packages are sent via USPS (United States Postal Service).
Do you ship to APO and FPO Addresses?
Yes. All packages are sent Standard Shipping via (USPS) United States Postal Service. Orders will typically arrive within 7-10 business days. Tracking numbers are not issued for shipments to APO and FPO addresses.
Do you ship to Alaska and Hawaii?
Yes. All Standard Shipping orders are shipped via USPS (United States Postal Service). All 2nd Day and Next Day orders are sent via UPS (United Parcel Service). An additional $5.00 charge is applied to orders shipped using UPS 2nd Day and UPS Next Day.
How do you ship Gift Cards?
Gift Cards are shipped for free using Standard Shipping. UPS 2nd Day and UPS Next Day are also available at regular shipping rates.
Returns and Exchanges-
What is your Return/Exchange Policy?
When you make a purchase at SurfRide.com, we want to ensure that you receive the best possible shopping experience. We include detailed descriptions as well as high resolution images for all of our products so you know exactly what you’re buying. We understand that… well, sometimes it doesn’t work out. Maybe it doesn’t fit or you’d like a different color. Whatever the case may be, we want to make certain that your shopping experience with us is a positive one.
SurfRide.com will exchange/return any item(s) as long as the item(s) has not been worn, washed, ridden or used, and is in its original packaging with all tags attached. You may have a full refund as long as the item(s) is returned within 30 days of the original shipping date. Please note the credit card used on the original order will be used for any refunds or exchange price differences.
You may view our entire Return Policy here.
How do I exchange an item purchased online?
Exchanges:
Doesn’t fit? No problem! Send it back to us for an exchange. We’ll cover the shipping costs to send the exchanged merchandise back to you.
To exchange merchandise, fill out the return form and drop the package off at any UPS or USPS location.
Quick Exchanges:
To expedite the exchange process and to ensure availability, we recommend placing a new order for the merchandise you would like to exchange. While we ship out your new order, send the original merchandise back to us. Once we receive your return, we’ll refund the amount of the merchandise back to the original credit card used.
Important:
Please note that we are not responsible for packages lost in transit or return shipping costs. We highly recommend adding insurance and tracking information to your package through a carrier such as UPS or USPS.
Please allow 5 to 10 business days for us to receive and process your return or exchange. Adjustments to credit cards will be made within 2 billing cycles.
Online orders may not be returned to any store location.
How do I return an item purchased online?
Returns:
To return merchandise, fill out the return form and drop the package off at any UPS or USPS location.
Important:
Please note that we are not responsible for packages lost in transit or return shipping costs. We highly recommend adding insurance and tracking information to your package through a carrier such as UPS or USPS.
Please allow 5 to 10 business days for us to receive and process your return or exchange. Adjustments to credit cards will be made within 2 billing cycles.
Online orders may not be returned to any store location.
How do I package an order for return/exchange?
Please use the original box in which your order was shipped. If you no longer have the box, you may use any suitable box.
Defective or incorrect merchandise
We will happily exchange or refund any item found to be defective or incorrect. For all defective or incorrect items, we will incur the cost of the return shipping charges. To obtain a prepaid return label, please email or call us toll free at 1.888.802.SURF (7873).
May I return/exchange an item purchased online to one of your stores?
Online orders may not be returned to any store location. Please send all returns/exchanges to:
Surf Ride Mailorder
Attn: Returns
1909 South Coast Highway
Oceanside, Ca 92054
We’re sorry, but gift cards may not be returned or redeemed for cash. You may however, return or exchange items purchased using a gift card.
Wishlist-
What is a Wish List?
A Wish List is an excellent way to keep track of your favorite items to buy later or to email family and friends your gift ideas.
To create and use your Wish List, simply create an account or sign in.
- In order to use the Wish List feature, you must create an account. If you already have an account, you may sign in here.
- Once you’ve found an item that you’d like to add to your Wish List, choose the color (if applicable), then click the “Add To Whish List” button. You may add as many items as you like.
- To view your Wish List at anytime, click “Wish list” located in the top right section of every page (must be signed in).
- Within your Wish List page, you can view, edit or delete items from your Wish List. You can also add items to your shopping cart or email your list to friends and family. This is perfect for sending holiday and birthday lists.
How do I email my Wish List?
To email your Wish List, select the size of the item, then enter the names and email addresses of your friends and family in the boxes below. Fill in the information for however many people you would like to email your Wish List to. Keep in mind you don't have to fill out every box. You can also include a short message in the text box provided below to go along with your email. After you have entered the appropriate information, click the “Continue” button to email your Wish List.
Custom Board Builder-
How do I use the Custom Skateboard Board Builder?
- Skateboard components can be selected in any order.
- If the component is optional, then it does not need to be selected.
- If you decide you do not want to purchase a component after selecting it, simply click it again to unselect it.
- To view additional information for a component, click “Show Info.”
- You must select all required components before you can purchase your complete skateboard.
- You’ll also be able to choose if you would like to have your board professionally assembled.
How do I use the Custom Wakeboard Builder?
- Wakeboard components can be selected in any order.
- If you decide you do not want to purchase a component after selecting it, simply click it again to unselect it.
- To view additional information for a component, click “Show Info”.
- You must select all required components before you can purchase your complete wakeboard.
Why doesn’t the Custom Board Builder work?
The Custom Board Builder requires the latest version of Flash in order to function properly. You may download the latest version of Flash here.
If you are unable to use either custom board builder after installing the latest version of Flash, try closing and reopening your browser.
Gift Cards-
How do I purchase a Surf Ride Gift Card?
To purchase a store gift card, click here or on the gift card image located in the lower left corner of every page. Our gift cards come in incremental values ($25, $50, $75, etc.). Simply choose the desired amount then click the “Purchase” button.
Unfortunately, at this time we only accept gift cards at our store locations.
How are gift cards shipped?
Store gift cards are shipped for free using Standard Shipping. UPS 2nd Day and UPS Next Day are also available at regular shipping rates.
Can I buy a gift card and have you send it to someone else?
Surf Ride Gift Cards can be shipped to you or directly to the recipient.
How do I redeem a gift card?
You may redeem Surf Ride gift cards at any of our store locations.
Surf Ride gift cards do not expire, so they can be redeemed whenever you like.
Can gift cards be returned?
We’re sorry, but gift cards may not be returned or redeemed for cash. You may however, return or exchange items purchased with a gift card.
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