FAQ at SurfOutlet.com - The Web's Surf Shop!

2014 Oct | By

Customer Service Center

Checking the Status of Your Order
  • Has my order shipped? And/or How do I track my order?

    Click the "My Account" link located at the top of every page of our site to enter our account management page. Once there, click the "Review orders / track packages" link located in the My Orders section. From there, a simple pull-down menu will allow you to view and track previous orders swiftly and easily!

  • My order never arrived.

    Click the "My Account" link located at the top of the page. Then click "Review orders / track packages" and view the order. If a Tracking Number is displayed, you may click the "Track your package" link to view shipment details. If your packages show a status of "Delivered" and you do not have the package, or, if the delivery window has passed and you do not have the package, please contact customer service for assistance.

  • An item is missing from my shipment.

    If you have ordered an item which ships from another location (custom items and deck equipment are two common examples) it will be shipped separately. If all of your invoiced items shipped from our warehouse and what you have received does not match your packing list, please contact our customer service center so that we may assist you.

  • My product is missing parts.

    Please check the item description on our website for an account of any special parts or pamphlets which should be included with your item. If they are missing, please contact customer service and we will investigate.

  • What is a backorder?

    A backorder occurs when an item has recently and unexpectedly run out of stock. To ensure that you receive your order in a timely fashion, we may cancel any backordered items from your order and refund you fully for those items. Please contact customer service for more details.

Shipping & Delivery
  • What are your shipping options and fees?

    Click here to see our shipping options and fees.

  • When will my order ship?

    Orders received by 6:00 PM EST Monday - Friday, are typically shipped the same day. Orders placed after 6:00 PM EST will ship the following business day. Please check the item description of the particular product you are ordering for more specific information on its shipping time; certain specialty and custom items cannot be expedited.

  • How do I calculate my delivery time?

    To calculate your delivery time, start from the business day after your expected ship date. For example, if your package ships on Monday, Tuesday will be the first day of transit. If your package ships on Friday, Monday will be the first day of transit, and so on. An order with 1-2 Day shipping that is assigned a tracking number on Monday should arrive by Wednesday, the second business day.

  • Do you ship to my country?

    We are currently shipping orders exclusively within the fifty United States and US Territories.

  • Do you ship to APO/FPO addresses?

    SurfOutlet.com is proud to supply members of our Armed Forces around the globe. Due to processing requirements, APO/FPO shipments are typically handed over to USPS within 3-4 business days of placing your order. During peak seasons and holidays it may take longer. Please allow up to 8 weeks for delivery after you place your order. Unfortunately, tracking information is not available for APO/FPO shipments. We thank you for your patience.

  • How do I track my shipment?

    Click the "My Account" link at the top of any page on SurfOutlet.com, log in, then click "Review orders / Track packages". When your order ships, a shipping confirmation email will also be sent to you with instructions on how to track your package.

  • When will I get my order?

    We ship most orders from our warehouse in Ohio. Most customers who select standard shipping receive their orders in 6 business days or less, depending upon your proximity to our location. Please allow for weekends and holidays when calculating your ship time, and remember that the day your order is shipped does not factor into the time in transit.

  • How do I receive Free Shipping?

    We offer Free Standard Shipping on orders over $49 and Free 1-2 Day Shipping on orders over $99! (Additional fees apply to orders bound for Alaska, Hawaii, US Territories, and APO / FPO destinations). During checkout, please use the pull-down menu to select your desired shipping method. If Free Shipping does not appear and your pre-tax order total exceeds the required sum, please contact our customer service center.

Placing an Order
  • What are my payment choices?

    We accept Visa, MasterCard, American Express and Discover. We are unable to accept checks, money orders, purchase orders, or cash at this time

  • How does the 3% instant credit work?

    If your merchandise total is over $99 and you opt for Standard Shipping (2-6 business days) during checkout, you will receive an instant credit totaling 3% of the order value! (Restrictions apply to select specialty items and orders bound for Alaska, Hawaii, US Territories, & APO / FPO destinations).

  • How do I find my product?

    To find the product you're looking for, you may (1) type a keyword into the Search box found at the top of every page on our website, (2) select a category from the Shop by Category section on our homepage, or (3) select a brand from the Shop by Brand section on our homepage. To reach the homepage, click on the SurfOutlet icon in the upper left hand corner, or visit www.surfoutlet.com. If you have any trouble locating a product, feel free to contact customer service for assistance.

  • How do I navigate the site?

    To navigate this website, simply click on a category you might be interested in. Categories are located in the midsection of our homepage at www.surfoutlet.com. QUICK TIP: Place your mouse cursor over anything you think could be a clickable link. You'll notice that anytime you scroll over something that is a link, your mouse cursor will become a "hand". Whereas scrolling over anything that is not a link will leave your cursor as an "arrow". You may also type a keyword into the Search box located at the top of every page on our site to quickly find a specific product. If you have any trouble locating a product, feel free to contact customer service for assistance.

  • How do I know which size to order?

    Please take the necessary measurements and compare them with the sizing chart. A link to our sizing charts is located at the bottom of every page as well as on the item page above the size selection menu. Sizing charts vary by brand and are general guidelines only. We are happy to help you interpret the size charts, please feel free to contact customer service should you need assistance.

  • Can I change my order once it has been placed?

    We strive to ship orders as soon as possible. Due to quick processing, we are unable to alter orders after they have been placed. Should you need to make a return, please visit www.SurfOutlet.com/returns to obtain a Return Authorization Number.

  • Low Price Guarantee

    It is our commitment to provide you with the best value, at the best price. We value your business and strive to keep our prices low, and SAVE you money! We will price match any legitimate* non-auction website that offers the same item (including brand, size and color) for a lower list price.
    * The legitimacy of a website will be determined at the discretion of our representatives.
    * Please note, price matching is not available for coupon codes or select specialty items and/or items which ship directly from the manufacturer. This is due to the fact that we offer free shipping on many of such items.

  • Privacy Policy

    We value your privacy. Please view our Privacy Policy for complete details on how we use the information we collect.

  • Security

    This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security.

FAQ (Frequently Asked Questions)
  • What is your return policy?

    Please follow our Return Authorization process to obtain an RA number for inclusion with your return shipment. We want you to be fully satisfied with your purchase. SurfOutlet.com will gladly accept returns within 60 days of the order shipment date for a full refund (or store credit at your discretion), less any shipping costs. Merchandise must be returned in its original, unused condition, with tags intact and packaging included. All packages must be returned prepaid; we are unable to accept C.O.D deliveries. We recommend sending your items back via a traceable method for your protection.

  • I forgot my password.

    To retrieve your password, click the "Forgot your password?" link beneath the entry fields on the left hand side of the Login page, surfoutlet.com/login.asp. You will then be able to enter your email address and receive your password.

  • Do I have to pay sales tax?

    Orders destined for locations in California, Ohio, and Connecticut are subject to sales tax. Sales Tax rates will vary depending on your county.

  • Do you have a retail location?

    We do not currently maintain a retail store.

  • Can I request a catalog?

    We currently do not offer a printed catalog. Our product selection changes daily. You can find our entire product catalog online at www.surfoutlet.com.

  • I can't figure out what size I am.

    Please refer to our sizing charts for detailed information about manufacturer sizing guidelines. You may find them at the bottom of each page of SurfOutlet.com, organized by brand.

  • The color/size I am looking for is not an available selection.

    Our availability is limited to stock on hand, and everything that you see online is currently in stock and ready to ship. If a color/size/product is not listed then we are temporarily out of stock. You should have the option to request an email notification when we are restocked on that color/size. If you cannot locate this option, go into the "Check Availability" page and select the "Receive Email Notification" option in the far right column and fill out the necessary information.

  • I cannot view any color/size selections.

    Some hardware and/or software is not optimally compatible with our website. Please contact customer service for assistance.

  • I have a question regarding my charges.

    Click the "My Account" link at the top of any page on SurfOutlet.com, log in, then click "Review orders / Track packages". You may compare your order history on our website, with your financial records. If you have further questions or concerns, please contact customer service for further assistance.

  • Will I receive spam email from SurfOutlet.com?

    Absolutely not! The only emails you will receive from us are specifically regarding the status of your SurfOutlet.com order, although we do recommend that you sign up for our SurfOutlet.com mailing list to receive periodic offers, updates, and discounts.

  • Do you accept Purchase Orders?

    No. We currently accept credit card orders only.

  • Do you offer quantity discounts?

    We offer quantity discounts on many of our products! If an item has an available discount, a 'QTY Discount' link will appear on the item page just below the Add to Cart button. Please click on the link for details regarding required quantities as well as applicable savings. At this time expedited shipping is not available for orders receiving a quantity discount or bulk orders. A bulk order is defined as any single item with a quantity of 12 or more units.

  • I need a copy of my receipt/invoice.

    Click the "My Account" link at the top of any page on SurfOutlet.com, log in, then click "Print Invoices".

  • When will my credit appear on my account?

    Credits usually take a maximum of 7-10 business days to post from the time we receive your item(s), but this is dependent upon your bank's policy. Check with your financial institution for accurate information regarding their holding times.

  • When will my credit card be charged?

    Your credit card will be charged when your order is placed.

  • Why was I charged twice for my order?

    Any order attempt may result in a pending charge showing on your credit card, even should the transaction be declined. These pending charges usually clear within 2-3 business days, though it varies from bank to bank. You may wish to contact customer service to confirm that such orders are cancelled.

  • Why was my credit card declined?

    Most declined transactions are the result of some information being entered incorrectly. Please confirm your address, credit card number, expiration date, and cvv2 number before attempting to place the order again. If you have moved or changed addresses recently, you may wish to try using your prior address in the Billing Address field. If all information in our systems is accurate, please contact your credit card company and confirm the address that is listed for the primary account holder. Only a small percentage of transactions are declined due to credit card balance concerns.

  • Why was my order returned to your facility?

    In cases of a package being deemed undeliverable by the courier, the parcel will be redirected to the original shipper. This usually occurs due to an address error, such as listing a P.O. Box for a Next Day shipping order or inputting an incorrect zip code.

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