Returns & Shipping
Due to the increased demand on our shipping network related to Covid-19 we have seen sharp increase in shipping rates on small parcel and freight sized items both within the U.S. and abroad. Unfortunately this has affected our Free Shipping and Flat Rate shipping programs. If you are purchasing any oversized items (Kayaks, Paddleboards, Windsurfboards, etc...) there may be additional shipping charges needed prior to shipping your order. Our staff will reach out to you direct if this is the case. If you would like to know prior to making a purchase please call our sales team at 954-523-7778 or email Jesse@liquidsurfandsail.com. We apologize for this inconvenince and hope that this will normalize soon so we can continue to offer great delivery rates to all of our customers.
Kayaks, SUPs, Masts (over 460) and sail boats require special handling and therefore cost a bit more to ship. Our Residential Delivery and Commercial Business have shipping fees that range between $125 and $300 and are delivered using a freight shipping company. The average time frame for this method of shipping is between 3 to 15 days* depending on your location.
*This is an estimated timeframe based on previous orders - it is not a guarantee of delivery date.
Our shipping fees only apply to kayaks and canoes shipped to the 48 contiguous states. If you live in Alaska or Hawaii, please contact us prior to placing a kayak order. Some oversized kayaks may have a higher fee associated with them. In each case, the surcharge will be noted on the product details page.
RETURN & EXCHANGE POLICY
You have 30 days from the date of purchase to request a refund and return your items. If you aren’t 100% satisfied with your purchase, you can return your order for a refund, store credit, or exchange it for the right size. Your choice. We will return/refund the full amount you paid less the shipping charges. On Items with Free Shipping the actual shipping charges will be assessed at the time of the return. Customers are responsible for all return shipping charges.
Since your returned item will be resold, the product needs to be new and with the original tags or packaging. You are responsible for return shipping and any damage that might occur on the way back. No returns or exchanges on any product that has been used in the water or for its intended use outside of the water.
The sales of discounted, used, or consignment items are FINAL and will not be accepted.
Freight shipping is subject to delays and damage due to the nature of transport. Once your item has shipped you are responsible for any shipping charges and/or return charges applicable to your order. No returns permitted due to unforeseen delays due to acts of god, holiday closures or any trucking company delays. There are no guarantees on delivery dates when shipping freight. Once your order is delivered you are responsible for any and all freight charges to return the item to our store. Freight items returned damaged will not be accepted.
Special order items that are cancelled or returned will be subject to a 15% re-stocking fee.
Email Jesse@liquidsurfandsail.com to begin the return process.
FREE SHIPPING* ON ORDERS OVER $149
- Free Economy Ground Shipping applies to the lower 48 states
- Add item(s) to your cart that total over $149
- Select Free Economy Ground Shipping in the cart
*Excludes some oversized items, such as Kayaks, Paddleboards, etc…
Offer subject to change at any time
FIXED SHIPPING ON FREIGHT ITEMS
- Due to the fluctuating nature of freight rates you may incur additional charges if you are located in an extended service area. After you place your order one of our staff will contact you if there are additional charges based on your location. If you would like to know prior to making you purchase please email your full address and what items you are looking to purchase to Jesse@liquidsurfandsail.com or simply call 954-523-7778
What to expect when you place your order:
- Order confirmation / receipt email within minutes
- Free Economy orders will be delivered within 5-8 business days
- Shipping confirmation email with a tracking number when order is shipped
- If your order contains freight items you may incur additional freight charges based on your location.
ITEMS DAMAGED IN SHIPPING?
Any shipping damage must be reported within 24 hours of delivery. Contact us at Jesse@liquidsurfandsail.com or 954-523-7778, we will be happy to assist you. To help us serve you better, please take photos of the damages, including damage to the packaging and detailed pictures of damage to any items. Please also keep all packaging materials, you may need them later.
For international orders, you are responsible for all import duties and taxes you may incur. For more information about shipping and shipping costs, please call 954-523-7778 or email Jesse@liquidsurfandsail.com.
Somebody must be available to accept the delivery. If you are unavailable during normal business hours you are required to contact the carrier directly to schedule the delivery.If you are not available during normal business hours and you miss the delivery, the freight may be sent back to us and you will incur additional charges resend the freight. You may also incur a second delivery fee as well.
The dispatcher at your local terminal can aid you with your delivery date and can often arrange a morning or afternoon delivery. Please work with that person to get a time that is convenient for you.
To assure accurate, safe, and fast delivery of your shipment, it is critical that you read this email carefully and thoroughly.
It is required that you inspect your entire shipment before the driver leaves. Please remove the items from the packaging and carefully inspect them. * WE REQUIRE you to NOTE ANY DAMAGE found to packaging materials and to actual products received ON the DELIVERY BILL of LADING.
Also - if damage is found save all packaging for that item. Do not throw away--The freight company may want to inspect it. IMPORTANT: If damage is cosmetic and you want to keep the item You must write “Damaged” & also be descriptive of the damage to the item on the BOL . DO NOT write subject to inspection as this will not cover your damage or claim. The noted damage allows us to file a claim on your behalf. If the damage is beyond cosmetic and you want a new items(s) You must refuse the item completely. Once you sign the BOL, and do not note damage, even if the damage is concealed (this is why you must take the item out of the box packaging material & inspect while driver is there) you are releasing us & the freight company from all liability.
DO NOT Throw Away Any Packaging until you verify all items of your order are present. Small items such as fin bolts and screws can be lost if proper care is not taken with packaging. They are often found in the bubble pack that boards are wrapped up in. Again, please keep all packaging until you have located ALL your items and parts of your order.
If you find the item is damaged beyond repair then you can accept all the other items in your shipment, but REFUSE the damaged items/board. Repackage the board as best as possible and put it back on the truck on the spot, then contact us at 954-523-7778 and ask for Jesse. All damages must be reported the same day of delivery in order to file a claim.
Important additional info: Vent Screws are part of most modern new windsurfing / SUP boards. These vent screws are typically packed in bubble pack and shipped in the mast box area or fin of your board. It is VERY IMPORTANT that you secure these snug in place before you use your board in the water. Failure to do this will allow water to seep into the hull that can lead to problems and weight gain of your board. The vent plug hole openings are usually located in front of or behind the mast box on the deck of a board. You only have 48 hours to file a claim with us. YOU MUST INSPECT ALL shipments WITHIN 48 HOURS or you lose your chance to file a freight claim.