Returns & Exchanges
At surfstategoods.com, your satisfaction is our priority. We’ve made our returns and exchanges process as simple and convenient as possible so you can shop with confidence.
1. How to Start a Return or Exchange
To initiate a return or exchange, please begin the process through our online Returns Portal at surfstategoods.com. You’ll need your order number and the email address associated with the purchase to get started. The portal will guide you through selecting items, choosing a reason, and deciding whether you’d like a refund or exchange.
2. Return Conditions & Eligibility
To ensure your return is accepted, please ensure the following:
- Items must be in their original, unworn, and unwashed condition.
- All original tags, labels, and packaging must be attached and intact.
- Returns must be initiated within our standard return period (please see your order confirmation for the specific timeframe applicable to your purchase).
3. The Refund Process
- Once we receive your returned item at our facility, our team will inspect it.
- Upon approval, your refund will be issued to the original payment method used for the purchase.
- Please allow time for your financial institution to process the refund after it has been issued by us. Please note that original shipping fees are non-refundable.
4. Exchanging an Item
For the fastest service, we recommend processing a return for a refund and placing a new order for the desired item. If a direct exchange is necessary, our customer service team can assist you in arranging this after the return is initiated.
5. Damaged or Incorrect Items
If you receive a product that is damaged, defective, or incorrect, please contact our Customer Service team immediately. We will cover all return shipping costs and expedite a replacement or refund for you.
Frequently Asked Questions
Q: Do you offer free return shipping?
A: We provide a prepaid return shipping label for returns that are due to a damaged, defective, or incorrect item. For other returns, a shipping fee may be deducted from your refund.
Q: Can I return items bought on sale or at a discount?
A: Yes, sale and discounted items are eligible for return under our standard policy, provided they meet all return conditions.
Q: What items are non-returnable?
A: For health and safety reasons, select final sale items and certain accessories may not be eligible for return. These items will be clearly marked at the time of purchase.
Q: I’m returning a gift. How does that work?
A: If you received an item as a gift, you can start the return process using the order number from the gift receipt. The refund will typically be issued in the form of store credit.
Q: How will I know my return status?
A: You will receive email updates at key stages: when your return is initiated, when the package is on its way back to us, and when your refund has been processed.
For any other questions, our full Help Center at surfstategoods.com has more detailed information and guides.