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We are available exclusively by chat and email, so we are able to provide you with the fastest and best service experience.
If you require assistance, please do not hesitate to Live Chat
Monday to Friday 9;30am to 4;00pm, (eastern time zone).
During opening hours, you can click on the blue speech balloon in the right lower corner to start chatting with our Customer Experience Manager.
E-mail is also great, during mornings, evenings, weekends or when we are extremely busy (during peak summer and holiday periods): email@example.com
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 return your unused purchase (in original packaging) for refund (LESS OUR COST OF SHIPPING). We do not offer transit time guarantees. Shipments must be accepted and can not be cancelled while in transit, after departing our warehouse. Free shipping only applies to fulfilled orders and received shipments.
In the extremely rare event of shipping damage, if you refuse replacement, you are responsible for any shipping costs we incur related to the shipment.
A 10% restocking fee applies to all returns for refund. No restocking fee on exchanges.
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! 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)
ReturnsAll 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).
Excessive Heat Warning
Do not expose your SUP board to excessive heat or sunlight when not in use. Whenever you are not using your SUP board (either during storage or transport to/from the beach) particular care and attention should be made to protect the board from the sun and heat. Excessive exposure to the sun and/or heat can result in the following unavoidable and undesirable consequences to particularly the deck pad which can become :
- Distorted in size and/or quality.
- Unstuck from the board.
- Significant fading of color.
These undesirable consequences are not covered under Warranty as they are due to a user or storage problem, and not related to the manufacturing or material quality of your product.
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, 9;30am to 4pm 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!
Shipping Exceptions During COVID-19:
Most in-stock orders leave our warehouse within 1 to 3 business days.
Please contact us via Live Chat (Monday to Friday 9;30am to 4pm eastern) or email firstname.lastname@example.org for transit time estimate to your zip code.