To complete your return, we require a receipt or proof of purchase. iSPYsurf is committed to customer satisfaction. If you receive merchandise that you are unhappy with for any reason then read the details below and return it to iSPYsurf within 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
iSPYsurf is not responsible for damages or lost packages on return shipments.
- Items must be unused and in the original packaging undamaged.
- Any tags must be in place.
- Surfboard sales are final. No returns unless damaged upon receipt.
- Packing slip must be included and #RAF form and number (see below).
- Remove or cover the original shipping label and seal the package securely with tape.
- For your security, we recommend insuring packages against loss, retaining the tracking number.
- Send us the tracking number by email (email@example.com) once you have it
- iSPYsurf cannot accept COD deliveries and is not responsible for customer returns that are not received.
- Please allow 24-72 hours after mailing your package to see tracking information.
If you chose to return an item and ALL of the above criteria are met email (firstname.lastname@example.org) us ASAP to request a RETURN/EXCHANGE form and number (#RAF) prior to shipping your purchase.
Please clearly mark on the outside of the package your #RAF number*. Include in the package a completed RETURN/EXCHANGE form and a copy of the original invoice.
*Without an iSPYsurf issued #RAF form returns may be refused and sent back the way they were shipped.
Once we receive the item and it has been deemed returnable, your purchasing account will be refunded. A $10 restocking fee will be charged on all returns and exchanges unless the return is the fault of iSPYsurf.
Processing Time for Returns
Please allow approximately two to three weeks for the shipping and processing of your return. Depending on your credit card company, it may take an additional 2 to 10 business days after your credit is applied for it to post to your account.
Damaged goods claims must be submitted within 72 hours of delivery. Please be advised that any refunds or exchanges due to shipping damages are at the discretion of the shipping company.
If your order arrives to you damaged please inform us via email (info@iSPYsurf.com) and we will send you a DAMAGE CLAIM form. Please immediately fill out and return the DAMAGE CLAIM form to us via email (info@iSPYsurf.com) with photographs of the damaged goods.
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. We will send you an email to notify you that we have received your returned item and what action is being taken.
If you are approved, then your refund will be processed, and a credit will be applied to your credit card or original method of payment, within 10 business days or less.
Late or missing refunds
If you have not received your refund in your account within 10 business days.
- First check your bank account again.
- Then contact your credit card company. It may take some time before your refund is officially posted on your account.
- Next, please contact your bank. There is often some processing time before a refund is posted on your account.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com
Sale items (if applicable)
Unfortunately sale items cannot be refunded.
Exchanges (if applicable)
All products are inspected and shipped in perfect factory condition. We only exchange items if they are for some reason they are defective or damaged – email us some photographs to show us what is wrong. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org to arrange the process, send us the tracking number or proof of postage of the returned item and we will send you your replacement:
CALL : +1 250 244 3435
Depending on where you live the time, it takes for your exchanged product to reach you, may vary.
To return your product, you should courier or mail your product to:
CALL : +1 250 244 3435
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
If you are shipping an item over $75, you should definitely use a track-able shipping service or purchase shipping insurance. We do not guarantee that we will receive your returned item. For your security, we recommend insuring packages against loss and retaining the tracking number – please send us the tracking number too and we can monitor progress.
New exchanged items will be subject to appropriate shipping fees.
All returned, exchanged and damaged goods shipping costs are the customer’s responsibility and will not be refunded, unless the return is the fault of iSPYsurf.