If you have any queries regarding an order please check out our FAQ’s below, where hopefully you will find your answer.
PLEASE NOTE: Our policies regarding cancellations, returns and refunds apply only to orders placed directly with SUP Surfing through our Paypal payment gateway. Any orders placed on 3rd party websites reached through links on the SUP Surfing website are subject to the individual websites own terms, and NOT our own, and must be resolved with the website in question.
You don’t appear to deliver to my country
If you’re country is not currently available using our online order form, please contact us directly to for a delivery quote and to porcess your order.
How do I cancel an order?
Orders are processed for dispatch at 12pm every business day. If you wish to cancel your order before the item is dispatched please contact us at email@example.com stating your name and order number. We will then contact you once your order has been successfully cancelled
If you wish to cancel an order which has already been dispatched, please email firstname.lastname@example.org with your name, order number and reason for cancellation. Please note that if cancellation occurs after the product has been dispatched, you will be responsible for the payment of postage fees. If payment has been taken we will refund upon receipt of cancelled goods. We only accept cancellations which occur within 28 days of delivery.
How do I return an item?
You can return your items within 28 days of receiving your order, providing the items are unused and in their original packaging. We are unable to accept returns after 28 days, or if the item shows signs of use. Please note that you are responsible for the costs and safe delivery of any items you wish to return, therefore we suggest you take out insurance on any parcels you return, so you can claim in the event of your order being lost.
What if there are faulty items in my order?
If you are unfortunate enough to receive any faulty items from us, please contact us so we can help you get a replacement or refund.
When will I receive my refund?
Once we receive your returned goods, it usually takes up to 7 working days for us to receive your order at the warehouse, check and process it, and for a refund to be credited back to your card. We will send you an email as soon as we have sent your refund.
In the unlikely event that you have not heard from us within 15 working days of returning an item please contact us so we can look into this for you. If we have not received your order in this time you may need to claim this back as lost post through the Post Office.
It is our responsibility to get your delivery to you safely and it is your responsibility to get any returned items back to us. As it is your responsibility we advise you insure your parcel for the cost of the items and keep hold of all your receipts and proof of postage so you can claim in the event of your order being lost.
If after reading our FAQ’s you still have a question, please get in touch via our online Contact Form