Returns, Refunds and Exchanges Policy
How To Return An Item
Your item must be in its original unused condition to be returned, unless there is a manufacturer defect. Your must return the item within 30 days of your purchase. Boards and other products that are custom made per order are sold as is and not refundable, unless the product is defect.
1. Please EMAIL firstname.lastname@example.org or contact 949.405.ISLA ext 101 to request a refund and we will assign you a tracking #. Please note, some of our products (like custom surf boards, are drop shipped from the location of their manufacturer. In that case we will notify you of the location to ship the product). You can also email email@example.com
2. Mail your returned item to:
ISLA Surf Shop
8941 Atlanta Avenue
Huntington Beach, CA 92646
3. Include in your package a signed letter stating the reason for your return and the original receipt.
Surfboards are not returnable once received.
Some items can not be returned if they are opened.
Merchandise that has been worn, used, or altered will not be accepted for return or exchange.
All items are subject to a 10% restocking fee, this will be deducted from your refund. We also do not refund the original shipping and handling that you paid on the order.
If your clothing item is in like new condition, you may exchange your clothing item for a different size or color. You will not be subject to a restocking fee in this case, but you still will have to pay return shipping.
Accepted Methods of Payment
Credit Card (Visa, Master Card, American Express, Discover)
Check/Money Order on Local Delivery
Cash On Local Delivery
Credit Card Charges
Your credit card will be charged when you place your order. If we are not able to fulfill your order for any reason your credit card will be refunded.
All orders are shipped within 48 hours Monday – Friday 8am – 5pm.
We use the following carriers to deliver our orders:
Some larger orders are restricted to certain carriers based on restrictions in shipping.
If a tracking # is provided by the shipping carrier, we will update your order with the tracking information. Please note that some orders using 1st Class USPS mail will not have tracking numbers.
The rate charged for the shipping of your order is based on the weight of your products, and your location. Before the final checkout page you will be shown what the cost of shipping will be, and you will have a chance to not place your order if you decide not to. Rates are synced to mail carrier APIs to ensure that shipping rates are correct.
Free Shipping is available in the 48 continental states and for orders that are larger than $99. Large items like surfboards and back boards are not included.
If an item goes on back order we will ship you the part of your order that is in stock. When the item becomes available we will ship you the rest of your order. You will not be charged any additional shipping and handling for the second shipment.
This policy covers how we use your personal information. We take your privacy SERIOUSLY and will take all measures to protect your personal information.
What Information Do We Collect?
We only collect information that we need that is related to your order. This includes your:
We DO NOT collect your Credit Card information as that is handled by a PayPal (a third party) during check-out on the PayPal website.
In addition we also collect information on your IP address, browser type, and Refer URL data. We use this data to prevent hacking attempts, help us know what web browsers people are using, and find out where our visitors are coming from so that we can improve our marketing.
How Is My Information Used?
Your information is only used to fill your order. We do not sell or redistribute your information to ANYONE.
Security and Storage
Only your order data billing, shipping, and order contents data is stored on our server. This information is encrypted using a Secure Sockets Layer before it is transmitted over a web server. We do not store your Credit Card data.
Cookies and Browser Information
Cookies are small files that reside on your computer and allow us to recognize you on your next visit or store your shopping cart contents. We use them only to track this information.