FAQ
SURF CITY GARAGE FAQ’S
Payment
Q: How can I pay for my order?
Surf City Garage accepts all major credit cards, Paypal, and Amazon Pay.
Q: Do you accept checks, COD, or any other unlisted payment methods?
Sorry, but at this time Surf City Garage only accepts payments from the approved payment methods.
Q: Why has my payment not been processed yet?
More than likely your payment was flagged for review, this can be because of a simple typo in the payment information or address, or because our fraud detection software found inconsistencies or issues. After review, your order will be processed as long as the issues are found to be non- consequential, if the payment method needs to be revised or changed, one of our customer service representatives will reach out to the e-mail address listed in the account to correct the issues.
Q: My credit card was declined, why is this? And can I order another way?
Sorry to hear this! Unfortunately we are not given details on why your credit card was declined, we recommend you contact your credit card issuer for help. Feel free to try paying with another credit card or using one of our other payment methods.
Q: How do you calculate International taxes, customs fees, or duties?
If your order is shipping outside of the U.S., you are likely to be charged customs fees (taxes, duties, processing fees, etc.) before delivery can be completed. Depending on the shipping method selected and your country, you might be eligible to have these customs fees, paid up-front upon checkout, this service is known as DDP (Delivered Duty Paid). If eligible, you will be shown a breakdown of the customs fees at checkout.
Not all countries offer DDP, these countries are listed as DDU (Delivered Duty Unpaid), with these countries the customs fees must be paid by the shipment receiver. Your order could be delayed due to customs processing or returned is the customs fees are not paid. If your order does not arrive in a reasonable amount of time, you should check with your local customs office to see if they are holding the package for payment of fees. Also, some customs offices will send a separate invoice for your customs fees that could arrive several weeks after you receive your shipment. If you are not familiar with the customs fees in your country, please check with your local customs office for more information.
DDP eligible countries: Canada, Australia, China, European Union, Japan, Mexico, New Zealand, South Korea, United Kingdom
Due to International shipping law/practices, we are unable to declare merchandise as "Gift" on customs forms.
Returns & Refunds
Surf City Garage's liability is limited to replacement of product or refund of purchase price upon proof of purchase.
Q: How long do I have to return or exchange my order?
Surf City Garage accepts returned merchandise within 30 days of delivery as long as it hasn’t been opened, diluted, washed or worn. International (non-U.S.) customers will be allowed 45 days for returns due to the longer shipping times. The date postmarked on the return package will mark when your package was returned.
Q: Where do I send items I want to return or exchange?
Please send all returns to:
Surf City Garage
Attn: Returns
5872 Engineer Drive
Huntington Beach, CA, 92649
Note: If the item is being returned due to a manufacturer's defect, contact info@surfcitygarage.com to arrange for a pre-paid shipping label.
Q: Someone sent me a gift and I want to return it, how would I do that?
Gift returns or exchanges are processed just like a regular return would be, with the same 30 day (45 day non-U.S.) time limit. If the item is not going to be exchanged and a refund is required, that refund will go back to the original purchasers payment account.
If you would like to return a gift in exchange for another product, we will issue your account a credit for the value of the returned item. If you are not the original customer, please include their name and zip code to help expedite the process.
Q: What cannot be refunded?
Wearable items that have been washed or worn, liquids that have been used or diluted, and microfiber cloths that have been used.
Q: How will I get my refund?
All refunds will be credited to the original purchasers payment method if available. If the original payment source is unavailable we will issue an electronic gift certificate and transmit it to the email address provided when the order was placed.
Q: Will you pay for the return postage?
If you are returning damaged or defective merchandise we will pay the cost of return shipping, just contact info@surfcitygarage.com and inform them of the issues with the product, photographs are a great way to speed this processes up. International (non-U.S.) returns cannot use prepaid shipping labels. If you are returning an internationally shipped order, please include your shipping receipt to be reimbursed or credited to your account. If we determine at our sole discretion that the merchandise you return is not eligible for return or exchange you authorize us to charge your original payment source the applicable return shipping charge.
Q: Is there any requirements for return shipments?
For any returned merchandise valued in excess of $100.00 you must send the merchandise using a traceable and insured ship method. Please contact info@surfcitygarage.com if you need any assistance with this, your costs will be reimbursed or credited to your account if the return is because of damaged or defective merchandise. All other items can be sent by a method of your choice.
Q: What happens if my return is lost in the mail?
No refunds will be issued for items not received by our returns department, as we have no way of tracking those packages without a traceable ship method. We recommend you use a traceable ship method to insure successful delivery, inquire at your local post office if you are unsure of local carriers who offer this service.
Q: What if I have more questions?
Please contact info@surfcitygarage.com and we will assist in any way we can!
Ordering
Q: How do I place an order?
You can place an order online through the surfcitygarage.com website. we are currently not taking orders over the phone. However, if you e-mail us at info@surfcitygarage.com we can help setup your account and even adjust your shopping cart with the items requested in your e-mail, from here we will provide instructions to finish checkout. To calculate shipping charges, please add all desired items to your online shopping cart and proceed to checkout.
Q: The item I wanted is no longer on the website, what happened to it?
As items, colors, or sizes sell out they are removed from the store, whether or not the item is restocked depends on many factors and is impossible to predict by our staff. Because of this we cannot let you know when items will be restocked, or if they will be at all. We suggest you purchase the item when it is available, get them before they are gone!
Q: How long does it take for my order to be processed?
Most orders are processed and shipped within 1-2 business days from the time of purchase.
For U.S. orders
All new orders are subject to address and billing verification. Some orders, regardless of shipping method, are placed on hold if the order is flagged by our fraud detection software. We are unable to cancel, change, or make any edits to an order once it reaches the processing state. An order in the processing state is being prepared for shipping and can no longer be edited.
Q: How do I update my shopping cart?
Adding items:
To add items to your cart, go to that items product page by navigating from the dropdown menus or product type pages, and click the “ADD TO CART” button. To purchase multiples qualities of an item, change the quantity (Qty) field to the desired amount and select “UPDATE CART”.
Removing Items:
To remove items from your cart, select REMOVE in the item line and then select UPDATE CART. You can also change the quantity (Qty) field to zero and select UPDATE CART.
If you are unable to add or remove items from your cart, there may be an issue with your "cookies" and Temporary Internet files. Please delete those temporary files, close your browser and reopen the store in a new browser. You will need to log back into the store to complete your purchase.
Q: Do you offer a printed catalog of products offered?
We do not currently have any catalogs of our product line.
Order Status
Q: How do I check the status of my order?
Order status is available through our online store. Please visit the Website where you placed your order, log-in and click on the "Order Status" link located at the top of the page next to"My Account".
Please note that you are unable to check the status of your order if you did not create a store account when you submitted your order.
The order status section provides order status, ship date and relevant tracking information.
Q: How do I know when my order has shipped?
You will receive a shipping notification to the e-mail provided to us during checkout, within that e-mail you will find a link to your shipment tracking information.
Note: some countries have limited package tracking.
Expected delivery times for Standard delivery is 3-5 business days and International delivery is 2-5 weeks.
Q: Can I make changes or cancel my order?
If you would like to cancel an order please let us know ASAP by contacting our customer support email info@surfcitygarage.com. Order changes or cancellation requests are not guaranteed, however, we will make every effort to accommodate your request!
Please note that we are unable to cancel, change, combine shipping or add items to an order once it has processed. Orders are processed hourly Monday – Friday.
Security
Q: Is your Website secure?
Surf City Garage uses a secure socket layer [SSL] protocol, the industry standard for ensuring the security of your electronic commerce transactions. SSL uses 128-bit encryption for all personal information in transit over the Internet, including your credit card number, name and address. We will continue to provide the highest level of security to process your transaction by implementing improvements as new technologies become available.
Q: Is my data safe with you?
Surf City Garage will not sell or disclose your data to any 3rd party not associated directly with the Surf City Garage brand. We use industry standardized practices to insure your data is protected using a SSL protection on checkout pages to insure there is no chance of a 3rd party acquiring your CC or personal data!
Shipping
Q: What are the charges for shipping inside of the US?
Shipping costs for US orders vary based on content and the destination. To calculate your shipping charge, please add all desired items to your shopping cart and proceed to checkout.
You are not required to enter any credit card information until after the shipping method is selected.
Marketing
Q: How do I unsubscribe from your email list?You can unsubscribe from the mailing lists by locating the 'unsubscribe' link located at the bottom of the newsletter or promotional email. You are automatically removed from that mailing list with no further actions required.
If you continue to receive unwanted electronic mailings, please reply and change the subject line to "REMOVE." We will make sure your information is removed from all mailing lists.