Boardparadise Customer Service

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Pricing & Payment

Visa, MasterCard, American Express, Discover We will authorize and charge your credit card at the time you complete the checkout process on our web sites. If you are purchasing items that are listed on the web sites as "Backordered", then that order will fall under our Backorder Policies. If the items you are purchasing are stated as "Pre-Order" items, then you agree to our Pre-Order Policies. If you pay by credit card, you will see a charge from "BOARDPARADISE.COM" for the amount of your order No, We do not ship orders COD. Any items shipped to an address in the state of North Carolina must pay sales tax of 6.75%. If the Online Price of an item is reduced shortly after you ordered it on the Internet, don't worry! We've got you covered! All you have to do is contact us within 5 days of your purchase and we will issue you the amount of the difference in Store Credit. This policy applies to price changes made within 5 days of your order. Please contact our customer service department to resolve the issue. You can contact them via Email, Chat or Phone. Please note that upgraded shipping options will appear as a second and seperate charge on your statement and may NOT be included in your order total on the confirmation email. For fraud protection purposes, we require that all address information match what is on file with the credit card company. If you are shipping to an address other than your billing address, the shipping address must also be listed with your financial institution as an alternate address. This can easily be done by calling the number on your statement or the back of your credit card. It only takes a few minutes and does not affect your billing information at all. If your order has been cancelled within the limitations of our Cancellation Policy, then you will see credit to your credit card for the amount of your order. Boardparadise complies with the regulations of the Federal Trade Commission's Mail and Telephone Order Merchandise Rule, which states that a refund for a cancelled order should be refunded within one (1) credit card billing cycle for the customer. This means that the credit for a cancelled order will appear on your credit card usually within 15 to 30 days. Boardparadise is not responsible for errors on our web sites due to typographical errors or otherwise. If a customer places an order for an item in which a typographical error has been made (such as a price of $0.00), our Customer Service Department will notify the customer of the mistake and allow the customer to purchase the item(s) at its correct price. If the customer refuses, Boardparadise will cancel or void the order that was made at the incorrect price.

• How does the price match policy work?
  • If you find a reasonably lower price on any price match applicable item, that is currently IN STOCK, identical in size, color and style to the item on our site, we will match the price of the item (plus any shipping and handling costs).
  • We must be able to verify the online price on the competitors web site in order to consider the price match.
  • If you have already ordered the product from our site, you have 5 days to request a price match and we will refund you the difference in the price!
  • If you have NOT ordered, you can place your order and specify the item and details to price match in the "Comments" area of the order...and we will adjust the price of the item upon verification of the lower price.
• What are the restrictions on the price match policy?
  • The item must currently be IN STOCK and ready to ship on the competitors web site.
  • The price match policy does not include outlet or closeout items.
  • We will NOT, under any circumstances, match a price that is below our cost for the item.
  • Due to some companies heavily discounting certain styles or colors of an item, we will ONLY price compare items of the same color and size!
  • We may limit quantities based on the price match item.
  • Certain items may not qualify for the price match policy. Our customer service department will notify you if an item you have requested to price match does not qualify for the price match, such as Special Edition items, etc.
  • We will NOT price match against online auctions or discount sites such as Ebay or Craigs List.
• Can coupons and/or discount codes be applied for price matching?
  • NO. Coupons or special discounts cannot be used to calculate the price match.
• Are shipping costs factored into the price matching policy?
  • YES. Since Boardparadise offers $3.99 flat-rate shipping for orders under $75.00 and FREE SHIPPING on orders over $75.00, we must include the competitors shipping prices when matching prices.
  • For items under $75.00: We will add the competitors shipping charges for ground service to your destination to establish the actual price of ordering the items from their web site. We will then add $3.99 to the cost of the item on our site and determine which site offers the item at the lowest rate. If the competitor is lower than us, we will match their price!
  • For items over $75.00: We will add the competitors shipping charges for ground service to your destination to establish the actual price of ordering the items from their web site. We will then compare that cost to the cost of the item on our site (with no shipping charges since we offer FREE SHIPPING) and determine which site offers the item at the lowest rate. If the competitor is lower than us, we will match their price!
    
    

    	Boardparadise	Competitor #1	Competitor #2
    Dakine Gloves	$65.00	$65.00	$60.00
    Ground Shipping	$3.99	$5.99	$10.00
    	$68.99	$70.99	$70.00
    	Boardparadise offers the best price , even with the cost of shipping!
    	Boardparadise	Competitor #1	Competitor #2
    Reef Sandals	$50.00	$50.00	$45.00
    Ground Shipping	$3.99	$5.99	FREE
    	$53.99	$75.99	$45.00
    	Competitor #2 has the lowest price, so we would match the price of $45 shipped to your door!
    	Boardparadise	Competitor #1	Competitor #2
    Forum Recon Boots	$140.00	$140.00	$125.00
    Ground Shipping	FREE	$5.99	$15.00
    	$140.00	$145.99	$140.00
    	Boardparadise offers the best price , even with the cost of shipping!

Order Status

You will receive a Shipping Confirmation email when your order ships. The email will contain a tracking number that can be used to track your shipment.

Enter UPS Tracking Number:

Enter USPS Tracking Number:

If your order arrives and it is damaged, please contact our customer service department via the button below. Once you inform our Customer Service department about your damaged order, our associates will help you in every way possible to resolve the issue. We will contact the shipping carrier and begin an investigation into the status of your package. Items that were damaged due to an error by Boardparadise or the shipping carrier, Boardparadise will immediately ship you the items you ordered, at our cost. If the items you ordered are no longer in stock, Boardparadise will contact you and offer you the choice of a similar item or store credit.
When Boardparadise ships the wrong product to you or fails to ship a product in a package, our procedure and policy for resolving the problem is as follows:
1) Boardparadise will verify that an item has been left out of a package by repacking the original order and comparing what the weight should have been to the actual weight shipped. 2) If we can clearly see that an item was left out of the box, we will ship the item to you at no charge using the same shipping method that was originally used on the original order. 3) We will gladly upgrade your service to ensure that it makes it to you on a specific date if you are willing to pay the difference in shipping costs between the new shipping method and the original shipping method. Please make sure that you add the following email addresses to your email address book so that tracking emails do not get blocked by Spam Filters or Bulk Email Filters: shipping@boardparadise.com & quantumviewnotify@ups.com If your order never arrives, please contact our customer service department via email at helpdesk@boardparadise.com. Once you inform our Customer Service department about not receiving your order, our associates will help you in every way possible to resolve the issue. We will contact the shipping carrier and begin an investigation into the status of your package. Items that were lost due to a customer providing Boardparadise with an incorrect address will not be refunded. If the shipment was lost due to an error by Boardparadise or the shipping carrier, Boardparadise will immediately ship you the items you ordered, at our cost. If the items you ordered are no longer in stock, Boardparadise will contact you and offer you the choice of a similar item or store credit. Boardparadise will notify you via email once your package ships. The email will contain the package information as well as a tracking number that can be used to track the status of your package through UPS or the US Postal Service. Most in-stock items ship within 1-2 business days. Some items may take a little longer due to drop shipping from vendors or satellite warehouses. Our customer service team will contact you if the item you ordered is backordered or if the item is out of stock. Shipping times vary depending on the type of shipping you selected during the checkout process. For more information about transit times for shipping, please click here.

Sales Terms & Our Customers Privacy

Our customers privacy and confidentiality is extremely important to everyone at Boardparadise. After all, our employees are consumers, just like our customers. You can view the Boardparadise Privacy Policy online. Submitting transactions over the Internet can be as secure as providing credit card or check payments in person. All parties involved with processing any payment transaction—including customers, merchants, merchant service providers or businesses that handle customer payment information, and payment gateways—should be vigilant about protecting customer payment information.

You can safely enter your entire credit card number via our secure server, which encrypts all submitted information. Boardparadise Web Sites utilize GeoTrust 128-bit SSL certificates thereby offering the highest level of encryption or security possible. This means you can rest assured that communications between your browser and our site's web servers are private and secure.

Boardparadise Web Sites are certified HACKER SAFE, which is a certification is achieved by passing rigorous daily network security audits. The certification process is completed in six steps. The first three steps are the vulnerability audit itself; comprised of Dynamic Port Scanning, Port-level Network Services Vulnerability Testing, and Web Application Vulnerability Testing. The fourth and fifth steps receiving alerts whenever vulnerabilities are detected and quick remediation management using their extensive vulnerability management portal. All transactions are processed on our web server and passed to our payment gateway for verification and batch. Boardparadise uses Authorize.Net to process all Internet Transactions. Authorize.Net is uncompromising when it comes to providing merchants with secure, trustworthy payment processing services. For receiving and transmitting customer payment information Authorize.Net implements the most advanced Internet security protocols including 128-bit Secure Sockets Layer (SSL). On top of that, Authorize.Net consistently employs an extensive number of strong practices, procedures and industry leading technologies to maintain tight security for the entire payment gateway platform. We also maintain compliance with high quality security programs developed by the card associations, such as Visa Cardholder Information Security Program (CISP) and MasterCard Site Data Protection (SDP); and are continually investing time and money to maximize the security surrounding the payment gateway. All stickers are subject to availability. We will do the best we could to accommodate the customer on a specific sticker, but it is first come first serve. If the color sticker you ordered is unavailable, we will substitute it with a different color sticker of the same print or another print of more value.

Other Questions

This is most likely due to your web browser blocking the "cookies" from our web sites. Our online store uses "cookies" to store the information about your cart on your computer. This allows for you to leave the site and still have the same items in your cart when you return to our sites.

A "Cookie" is a small text file of information that we attach to a your computers hard drive while you are browsing our web sites. These Cookie contain information such as user preferences, archive shopping cart information, etc.

• Internet Explorer: Click Here to enable cookies in Internet Explorer
• AOL 9.0: Click Here to enable cookies in AOL 9.0
• Apple/MAC Safari: Click Here to enable cookies in Safari
• Foxfire/Mozilla: Click Here to enable cookies in Mozilla

Shipping

Boardparadise ships packages with the US Postal Service and UPS.

UPS Domestic Shipping
UPS Ground Delivered in1-5 Days	3 Day Select Delivered in3 Days	2nd Day Air 2 Days by 5pm	Next Day Air 1 Day by 10:30am

UPS Ground Time in Transit Map

1st Class Mail	Priority Mail Delivered in3 Days

1. $3.99 SHIPPING & HANDLING on all orders less than $75.00!
2. FREE SHIPPING on orders greater than $75.00*
3. Flat Rate & Free Shipping NOT availabe on:
   1. Shipments to Alaska, Hawaii, or US territories.
   2. Shipments to International Countries.
   3. Shipments containing heavy & oversized items such as skate ramps, surfboards, etc.
4. When you choose FREE SHIPPING or FLAT RATE SHIPPING on an order, you agree to wait a little longer to get your items as long as the shipping is free. This option allows us to better manage our inventory and retrieve items from multiple warehouses if necessary and pass the savings on to you in the form of free shipping. Most Free Shipping orders will ship out within 5-7 business days.
5. Shipments to Alaska, Hawaii, Puerto Rico or US Virgin Islands will be charged the cost to ship the order.
6. All packages will be shipped with the carrier that provides the least expensive rate based on the weight and destination of the package.
7. All packages will be shipped either UPS or USPS.
8. We CANNOT guarantee which carrier will be used to ship your package.
9. Shipping carriers are decided at time the time your order is packed and CANNOT be provided to you before any order.
10. Delivery Time: 2 to 10 business days
11. All packages that weight less than 1 lb. will be shipped via USPS First Class Mail (i.e. Sandals, Tshirts, etc.).
12. If customers want a guaranteed delivery time, you can upgrade to UPS Ground for a very modest charge.

Yes, you can upgrade your shipping during the checkout process. If you want to upgrade your shipping and you have completed your order, you can contact our customer service department at 888-760-4236 and they can assist you with upgrading your shipping. Please have your credit card ready when calling to upgrade your shipping. No, we are unable to intercept packages once they have left the building. Therefore, we are unable to upgrade shipping on orders once they have shipped. Yes, we do ship to APO/FPO boxes via USPS Mail. APO/FPO orders may take up to 15-30 business days to arrive at your location. Most shipments are delivered to APO/FPO destinations within 3 weeks. We guarantee delivery to the distribution point for your APO/FPO box within the US, but cannot guarantee delivery to the final destination. Delivery confirmation will only verify that the package was delivered to the distribution point and CANNOT verify if the package was actually delivered to the recipient. Boardparadise can ship most of our items internationally. Some manufacturers restrict international sales of their products. If an item is restricted by a manufacturer, we will tell you on the product details page. For more details on International Orders and Shipping, please see out International Orders section of the Customer Service page.

Boardparadise Policies

Customers have the ability to cancel their order within 24 hours of placing the order if, and only if, the order has not been processed or shipped by Boardparadise. If a customer decides to cancel their order within the allotted 24 hours, Boardparadise will cancel the order and refund 100% of their order. Since credit cards are charged at the time of checkout, the cancellation of the order may include refunding the amount to the customers credit card, which will be appear on the customers credit card statement within one billing period, as required by law. If the order has already been processed or shipped, the order is no longer subject to the Cancellation Policy and will have to comply with the Return & Exchange Policy. IF FOR ANY REASON YOU ARE NOT COMPLETELY SATISFIED WITH YOUR PURCHASE, YOU CAN RETURN IT WITHIN 15 DAYS OF DELIVERY IN NEW CONDITION FOR A REFUND, MINUS OUR COST TO SHIP THE ITEMS TO YOU!
Returns/exchanges may be subject to a 20% restocking fee (with a minimum fee of $5)
Click here to request a Return Authorization

1. New merchandise may be returned for exchange OR store credit within 30 days of delivery.
2. Customers must pay all shipping costs associated with returns and exchanges.
3. All returns & exchanges require a Return Authorization from Boardparadise before you send the item(s) back. Click here to request a Return Authorization
4. Merchandise ordered during the month of December must be returned or exchanged by January 15th
5. Boardparadise does NOT refund shipping charges. NO EXCEPTIONS.
6. Returns & Exchanges may take up to 10 days to process from the date the merchandise was received by Boardparadise.
7. If a customer refuses delivery of a package boardparadise.com reserves the right to charge to the customer any fees incurred.
8. All merchandise must be returned to Boardparadise in the original packaging.
9. Apparel & Accessories: All items must be unused, unopened and include the original packaging with tags attached. Once an item has been worn and/or washed, it CANNOT be returned or exchanged.
10. Womens Swim Suits: All sales are FINAL on womens swim suits due to State Laws. Swim suits may NOT be returned or exchanged! NO EXCEPTIONS!
11. Shoes & Sandals: Shoes must unused, clean and include original packaging and/or box. We suggest trying on your shoes or sandals on a clean, dry surface to make sure they fit correctly. Once shoes have been worn they cannot be returned or exchanged.
12. Skateboards, Snowboards & Surfboards: All snowboards must be unused, un-tuned, and in perfect condition. All surfboards must be unused, un-waxed, and in perfect condition. All skateboards must be un-skated and in like-new condition. Once a deck and/or wheels have been used they cannot be returned or exchanged. Assembled skateboards cannot be returned or exchanged. Boardparadise does not replace decks with pressure cracks or broken decks.
13. Videos: Videos & DVD's sales are FINAL and are not subject to refund or exchange.

• Click here to request a Return Authorization

Order Placed when Merchandise was classified as BACKORDERED:

1. Merchandise ordered from Boardparadise that is not in stock or is on backorder, and there was a note on the product details page informing the customer the item was backordered, will be subject to the details of the Return & Exchange Policy.
2. If the backordered merchandise is delayed and will not arrive within 30 days of the date displayed on the web site OR the date provided by Customer Service, the customer may choose to do the following:
   1. Wait for the backordered merchandise to arrive.
   2. Cancel the backorder and choose a similar item as a substitute (any cost differences will be refunded or charged accordingly)
   3. Cancel the backorder and Request a Store Credit.

Order Placed when Merchandise was classified as IN STOCK:

1. Merchandise ordered from Boardparadise that is not in stock or is on backorder and the item was IN STOCK and available for purchase on the web site, will be dealt with as follows once Customer Service informs the customer of the estimated ship date from the Vendor.
   1. Wait for the backordered merchandise to arrive.
   2. Cancel the backorder and choose a similar item as a substitute (any cost differences will be refunded or charged accordingly)
   3. Cancel the backorder and Request a Store Credit.

All items are covered by the original manufacturers' warranties. See their terms and conditions before returning any merchandise to boardparadise.com. If an item breaks, tears or shows signs of a defect under the normal conditions of use within the first 30 days of purchase, Boardparadise will work with the customer to get the item replaced through the manufacturer. This does not include rips or tears in clothing and outwear due to intense use of the product or other situations in which the customer caused the item to become defective. If you have any questions about returns, defects or exchanges, please contact us at the link below or call toll free (888) 760-4236 Monday through Friday, 10am-6pm Eastern Time.
Boardparadise does not offer or issue any warranties on the products sold on our web sites. Customers must contact the manufacturer for any and all warranty issues in regards to the product they purchased. Our Customer Service Department will be more than happy to assist you by providing any information we can that will help you get in contact with the manufacturer. Items shipped that are defective upon delivery will be dealt with according to the Defective Merchandise Policy. All orders involving closeout and sale merchandise are final. No returns or exchanges. NO EXCEPTIONS! Please follow the following guidelines for requesting a Return Authorization from Boardparadise:

• Ensure all items that you are returning comply with our Return & Exchange Policy. If you are unsure whether your item qualifies for a return or exchange, please contact Customer Service.
• Complete the Request Return Authorization Form on our web site.
• Print the Return Authorization Form and include it in the box with the merchandise you are returning.
• Please write the RA# on the outside of the box.
• Returning because of an error made by Boardparadise:
  • Boardparadise will issue a UPS Return Label at our expense. The label will be delivered via email from UPS.
  • Once you receive the label and pack the box, please drop the box at any UPS Drop Off Location or UPS Store Location.
• Returning for store credit or exchange:
  • Boardparadise can issue you a UPS Return Label that will help simplify the process of returning the package to us. However, we must charge you for the return shipping. This is offered as a convienience for our customers, but it NOT a free service. You will be charged our cost to ship the item from your location to us....we will not markup the cost...you pay published UPS rates.
  • If you are exchanging the items, you will also need to pay for any shipping costs incurred with shipping the exchanged merchandise to you.
  • Once you receive the label and pack the box, please drop the box at any UPS Drop Off Location or UPS Store Location.

UPS Return Labels will be sent to the email address on record with the order and will come from UPS, so please add pckinfo@ups.com to your address book so that the email does not get blocked by SPAM and Junk Email Filters.

Payment Processing
Your credit card will be charged only when your order is processed.

Availability
Occasionally, manufacturers will limit the amount of a product available. If this happens, we will process the online pre-orders in the order in which they were received. If a customer does not receive the product they pre-ordered, Boardparadise will refund the customer for the amount of the pre-order AFTER the product has been used to fullfill as many pre-orders as possible.

Delivery
Orders containing both pre-orders and in-stock merchandise will be broken into separate shipments Each shipment will be shipped as soon as the merchandise becomes available. Handling charges will apply to each shipment independently.

Pre-order Arrival Dates
Boardparadise works with the manufacturers to ensure accurate arrival dates on our site. Occasionally, problems occur and the arrival date must be changed. If the date changes by more than 30 days, we will notify you via email or telephone.

Refunds
We do NOT issue refunds for pre-order items before the item's initial arrival date.

International Orders

• Boardparadise accepts Visa, MasterCard, American Express, Discover for International Orders.
• Boardparadise requires customers fax or email us a copy of the front and back of your credit card for all International Orders over $250. The copies of your credit card can be faxed to 336-632-0208 OR emailed to helpdesk@boardparadise.com.
  

• Boardparadise ships all International Orders exclusively with UPS.
  Boardparadise does NOT offer any free shipping outside of the Continental United States.
• All orders shipped to Alaska, Hawaii, Canada and any International Country must pay for their selected method of shipment.
• Certain International Locations ONLY offer Air Service, which will increase the cost estimates listed!
• Shipping rates to Australia, New Zealand and Asia are ESTIMATED rates ONLY! Actual rates may vary based on exact location.
• Contact Customer Service for exact shipping rates to your location in Australia / New Zealand OR any other Asian Country.
• All delivery date estimations are based on "working/business days". UPS does not handle or process shipments on Saturday or Sunday.
• Additional amount for more than one item will be charged to your card after your order has been processed.

What shipping services do you offer Internationally?

UPS International Shipping
Canada Standard Delivered in3-7 Days	Worldwide Expedited Delivered in3 Days	Worldwide Saver Delivered in3 Days	Worldwide Express 1-2 Days

INTERNATIONAL RATES

Avg Weight Estimate Cost Sandals (1-2 Pair) 1 lbs. ESTIMATE Sandals (3+ Pair) 3-5 lbs. ESTIMATE Apparel ( 2 items) 5 lbs. ESTIMATE Boots (each) 8 lbs. ESTIMATE Bindings (each) 12 lbs. ESTIMATE Boards (each) 15 lbs. ESTIMATE

Yes, we do ship to Canada. Most shipments are delivered to Canadian customers within 3-7 business days from date of shipment, depending upon the shipping method.

NOTE: Shipping charges do not include any duties, taxes, or fees which you may be required to pay at the time of delivery.

• Boardparadise is NOT responsible for any taxes or duties assessed on your packages.
  Boardparadise ships ALL packages as "New Merchandise" and will not attempt to cheat customs agencies at the request of our customers.
• Some countries will charge additional fees or taxes due at the time of delivery. All additional fees due are the responsibility of the customer. If you do not pay the additional fess and/or taxes, the package may not be delivered.
• If you refuse the package due to fees, taxes or for any reason, and the package is returned to us, we will reduce your refund by the total amount of additional charges we incur, including a 20% Restocking Fee
• If you refuse to pay the taxes or fees, and your package is still delivered to you, we still hold you responsible for the fees. By ordering from us, you authorize us to charge your credit card for any additional fees we incur due to taxes and/or fees, which are NON-REFUNDABLE, and there are NO exceptions.
  

NOTE: Shipping charges do not include any duties, taxes, or fees which you may be required to pay at the time of delivery. Due to contracts with the following brands, we are unable to ship any of their products outside the US. If you attempt to order one of these brands and have it shipped outside the US, we will contact you and cancel the order. However, it is OK to purchase any of these products with an international credit card and have the product shipped to a US address.

• Burton (including Analog and Anon)
• K2
• Nixon
• Oakley
• O'Neill
• Vans
• Lib Tech
• GNU
• Roxy

Contact Us

• Mailing Address:
  Boardparadise
  1130 Tarrant Rd.
  Greensboro, NC 27409

• Telephone:
  Toll-Free: 888.760.4236
  Local & International: 336.299.6444

Our Customer Service Associates are available Monday to Friday, 10AM to 6:00PM Eastern Time.