FAQ's

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).

Where are you located?

We currently have two stores located in San Diego, Ca. All SurfRide.com orders are shipped from our Oceanside location.

Click here for store directions.

What are your store hours?

Please click here for our current store hours.

My Account

How do I create an account?

To create an account, click here. 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 - Store multiple 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.

How do I edit my account information?

To edit your account information, log into your account by entering your email address or username and password. Once logged in, select the information you would like to change.

I forgot my password

If you've forgotten your password, please click here.

How do I view my order status?

You may view the status of any order by signing in to your account. Once signed in, click "View My Recent Purchases." From within your account page you will see an itemized list of all orders you've placed with SurfRide.com and there status.

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 "Add To Cart"
  • 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).

What types of payment do you accept?

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 first step of the checkout process, below the shopping cart contents.

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.

Do you charge sales tax?

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 view my order status?

You may view the status of any order by signing in to your account. Once signed in, click "View My Recent Purchases." From within your account page you will see an itemized list of all orders you've placed with SurfRide.com and there status.

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.

Where can I find my tracking number?

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.

Why didn't I receive a tracking number?

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?

You may view our shipping policy here.

What are your shipping rates?

Shipping costs vary by several factors including location, weight and shipping method. To determine the shipping costs, simply add the item(s) you would like to purchase to your cart and proceed to checkout. Enter the desired shipping address to see the costs for every shipping method without having to place an order.

When will my order arrive?

You may view our shipping schedule here.

What is your free shipping offer?

Free Standard shipping on orders over $79. Offer valid for orders shipped within the contiguous United States. Some oversized items such as surfboards, do not apply.

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, view our shipping policy.

Can I use a different carrier other than those you've listed?

At this time, we are limited to shipping all orders via UPS or USPS only.

Do you ship internationally?

We have partnered with Bongo to provide quality international shipping. Please see our shipping page for complete details.

Can I ship my order to one of your stores?

In addition to our shipping services, we also provide an option for in-store pickup. After entering your billing information within the checkout process, you will have the option to ship, or pick up the order at one of our stores.

There is no shipping charge for online orders picked up at our store locations. Surfboards may include a shipping charge for in-store pickup, but this will be waived prior to processing your order.

You will be notified by phone when your order has been delivered to our store. Orders are typically processed and shipped to the desired store within 1-3 business days.

Orders are held at the store for a period of one month from the completion date and can be picked up during normal business hours. Please bring your order confirmation email when picking up the order.

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 charge may be applied to orders shipped using UPS 2nd Day and UPS Next Day.

Do you ship to temporary addresses or hotels?

No. For security reasons orders may not be shipped to temporary addresses including hotels, motels or resorts.

How do you ship Gift Cards?

Gift Cards are shipped using Standard Shipping. UPS 2nd Day and UPS Next Day are also available at regular shipping rates.

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

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 using a gift card.

Surfboards

When will my surfboard arrive?

Surfboards ship from our warehouse within 2 business days of the order date. Once shipped, the order will arrive within 2-6 business days.

Can surfboards be returned or exchanged?

Yes. Surfboards may be returned or exchanged under the following conditions:

  • 1. The surfboard must never have been used, waxed or damaged by the customer.
  • 2. Customer is responsible for shipping charges related to the return or exchange of surfboard.
  • 3. A 10% restocking fee is applied for all returned surfboards.
  • 4. The surfboard must be returned or exchanged within 10 business days.

*We strongly recommend insuring all returned or exchanged orders. We are not responsible for returned surfboards that have been damaged or lost in transit.

What if my surfboard is damaged?

In the rare event that your surfboard arrives damaged, you'll have two options. We can either reimburse you for repairs or provide you with a full refund. You will not be responsible for return shipping charges.

If your board has been damaged, please call us toll free at 888.802.7873.

What surfboard is right for me?

Wish List

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.

How do I create a Wish List?

  • - In order to use the Wish List feature, you must create an accountcreate 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 Whishlist" button. You may add as many items as you like.
  • - To view your Wish List at anytime, click "My Account" located in the top right section of every page (must be signed in). From there, click "View My Wish List".
  • - 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, complete the form located below your Wish List (must be logged in).

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