Frequently Asked Questions
Ordering & Shipping:
Q: What payment methods do you accept?
A: We accept most major credit cards. Enjoy express checkout options, as well: Shop Pay, Google Pay, Apple Pay.
Q: How much is shipping?
A: Shipping costs vary depending on your location and the weight of your order, but typically range between $5-$20. You can see the exact shipping cost at checkout before completing your purchase. We also offer In-Store pickup, at our Huntington Beach showroom.
Q: When will my order ship?
A: We typically process and ship orders within 2 business days. You will receive a shipping confirmation email with tracking information once your order has shipped.
Q: How long will it take for my order to arrive?
A: Delivery times vary depending on your location. Typically, orders within the U.S. arrive within 3-5 business days after shipping.
Q: Do you ship internationally?
A: No, we currently only ship within U.S. states.
Q: Can I track my order?
A: Yes, once your order ships, you will receive a shipping confirmation email containing a tracking number and a link to track your package.
Q: What if my package gets lost or damaged in transit?
A: Please contact us immediately if your package is lost or arrives damaged. We will work with the shipping carrier to resolve the issue and ensure you receive your order or a suitable resolution.
Products & Stock:
Q: Are all items in stock?
A: We strive to keep our online inventory up-to-date. If an item is out of stock, it will usually be indicated on the product page. If an item you ordered becomes unexpectedly out of stock, we will contact you promptly to discuss options.
Q: How do I know which size leash/traction pad/etc. to choose?
A: We provide sizing guides and product descriptions on each product page to help you make the right choice. If you have specific questions, please don't hesitate to contact our customer support team.
Q: What materials are your products made from?
A: We provide detailed information about the materials used in each product description on the product page.
Q: Do you offer warranties on your products?
A: Please see our refund policy for details on returns and warranty issues: https://surfxaccessories.com/policies/refund-policy
Returns & Exchanges:
Q: What is your return policy?
A: We accept returns of unused and undamaged items within 30 days of receiving your order. Please see our full Refund Policy (https://surfxaccessories.com/policies/refund-policy) for detailed instructions and exceptions.
Q: How do I initiate a return?
A: Please visit our Refund Policy page (https://surfxaccessories.com/policies/refund-policy) and follow the instructions to initiate a return.
Q: Do you offer exchanges?
A: The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Q: Who pays for return shipping?
A: If your return request is approved, we will provide a shipping label for you to use, to send back your items. More details here: https://surfxaccessories.com/policies/refund-policy
Q: When will I receive my refund?
A: If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Account & Contact:
Q: Do I need an account to place an order?
A: No, you can checkout as a guest. However, creating an account allows you to save your information for faster checkout in the future and track your order history.
Q: How do I contact customer support?
A: You can reach our customer support team by [List contact methods, e.g., email through our contact form: https://surfxaccessories.com/pages/contact.
Q: What are your customer support hours?
A: Our customer support team will reply to your contact request, within 24 hours.
