We're Here to Help - Before and After Your Purchase!
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If uncertain about any of our Billing/Shipping Terms, please do not hesitate to contact us by Live Chat or e-mail
If you require assistance, please do not hesitate to Live Chat Monday to Friday 9;30am to 4;30pm, (eastern time zone). E-mail is also great, during mornings, evenings, weekends or when we are extremely busy (during peak summer and holiday periods): firstname.lastname@example.org
60 Day Customer Satisfaction Guarantee and Up To 2 Year Warranty
We will do our utmost to ensure you receive the best service before and after your purchase. Don't hesitate to contact us prior to your purchase to confirm suitability for your needs and after your purchase to ensure you have the proper set up of your equipment.
In the event you are not completely satisfied, you may return your unused purchase for in-store credit or exchange (customer responsible for any shipping costs we incur). You may also you may return your unused purchase for complete refund (LESS OUR COST OF SHIPPING). Also applies to orders and shipments cancelled in transit to customer, after departing our warehouse.
In the event of shipping damage, waybill must have proper notes per accepted shipping instructions. If you cancel your order after we ship to you or you refuse (all or a portion of the shipment), you are responsible for any shipping costs we incur related to the shipment. There may be a restocking charge (at our discretion).
Click here for our policy related to return or repair credit for products damaged in shipping. (Our shipping damage rate is less than 1%).
Shop With Confidence: Price Guarantee
Take advantage of the Best Selection, Service and Sale Prices! For Purchases before December 25, 2020 we guarantee the price of your purchase for 15 days from order date. In the event that our web-price has been reduced during that period, upon request we will issue an in-store credit note for the difference in price. (Does not apply to offers related to free, bonus, promotional items or gift with purchase item value)
All returns of new and unused products in original packing material, must be made within 60 days of receipt. Returns must be accompanied by our return authorization number (on box and enclosed copy of invoice). Products returned to us without Return Authorization number will be refused and returned to customer. Cruiser SUP is not responsible for proper fit of board bags or apparel items.
The only used products accepted for return (with RA number), are those deemed warranty within warranty period. We do not accept Freight Collect Shipments. Customer is responsible for shipping cost of products deemed under warranty.
Secondary product discounts do not apply if a portion of the order cancelled (ie Paddle discount associated with board purchase or two board combo pricing reverts to single board pricing).
COVID 19 Service Update From Our President and Founder
Our company and partners are not able to consistently deliver service to our legendary levels during COVID-19, the same as most successful e-commerce companies experience recently. We are doing the best we can, however, we are impacted by staffing related issues and peak season sales volumes. Social distancing and reduced staffing has impacted service related to product availability, Live Chat and email customer service (phone service is suspended while we work from our homes), warehouse shipping times and freight company delivery service. We ask our valued customers to be patient and understanding during these challenging and exceptional times.
Customer Service Exceptions During COVID-19
We are very short staffed and working from our homes during COVID-19. Phone service is suspended and Live Chat is available Monday to Friday, 10am to 3pm eastern. We ask your patience with Live Chat and email replies, as we do not use bots and you are being assisted by vastly experienced principals of the company. We will reply to emails and process orders as quickly as possible, however, not to our usual standards. We are not available by telephone at this time. Weekday orders will be processed and you will be emailed within 24 hours. Weekend orders are processed on Mondays.
Product Availability Update:
Stock is extremely limited at this time due to reduced factory output, peak season demand and industry wide shortage of quality paddle boards - especially our Cruiser SUP® premium quality rigid stand up paddle boards. We are not responsible for web site inaccuracies regarding product availability. Product availability dates are are based on estimated ETA into our warehouse by our freight forwarders, however, potential delays by freight forwarders are beyond our control during COVID-19. Additionally, product availability may change after you place your order, due to processing times. Our premium quality paddle boards are a lifetime investment for many customers - well worth the short wait!
We Are Shipping During COVID-19:
Most in-stock orders leave our warehouse within 2 to 7 business days (after back ordered boards are received at our shipping warehouse). Back orders are shipped on a first come, first served or priority basis (ie multi-board packages have higher priority than single board orders. Single board orders have priority over accessory orders).
We will provide an estimate of shipping time from our warehouse to your zip. This is an estimate based on freight company guidelines and not guaranteed, especially due to logistical and staffing challenges and peak summer volumes related to Covid-19.