Welcome to Sunset Surf Shop’s FAQ page! We’ve compiled answers to the most common questions about our products, shipping, payments, and more. If you don’t find what you’re looking for, our surf-loving customer service team is always ready to help at [email protected].
About Our Products
What types of products does Sunset Surf Shop offer?
We specialize in everything you need to catch the perfect wave! Our product range includes:
- Surfboards (Fish & Hybrids, Funboards)
- Wetsuits (Full wetsuits)
- Surf accessories (Fins, Grip & Pads, Ding repair kits)
- Beachwear (Bikinis and beach wear, Boardshorts)
- Surf gear (Bodyboards, Cruisers)
- Apparel (Caps and beanies, Clothing and shoes)
- And more (Books, DVDs)
How do I choose the right surfboard for my skill level?
Our surf experts recommend:
- Beginners: Start with a larger, more stable board like our Funboard series
- Intermediate surfers: Try our Fish & Hybrid models for better maneuverability
- Advanced riders: Check out our performance boards for sharper turns and faster rides
Are your wetsuits suitable for cold water surfing?
Absolutely! Our full wetsuits are designed to keep you warm in various water temperatures. We use premium neoprene with sealed seams for maximum warmth and flexibility. For specific temperature recommendations, check the product details or contact our team.
Shipping & Delivery
What are my shipping options?
We offer two great shipping methods:
- Standard Shipping (10-15 business days): $12.95 worldwide via DHL/FedEx with premium tracking
- Free Shipping (15-25 business days): Free for orders over $50 via EMS (eco-friendly option)
Pro Tip: Order by 2pm EST for same-day processing on weekdays! Surf’s Up Special: Add 2-day express shipping to any complete surf package for just $5 more.
Do you ship internationally?
Yes! We ship worldwide except to certain remote areas and parts of Asia. Our warehouse in Grand Rapids, Michigan efficiently processes all international orders with complete customs documentation included.
How can I track my order?
You’ll receive tracking information via email as soon as your order leaves our warehouse:
- Standard Shipping: Detailed real-time tracking through DHL/FedEx
- Free Shipping: Basic tracking through EMS with fewer updates
What if my package is delayed?
While we work hard to meet delivery estimates, sometimes factors like customs processing, weather, or global events can cause delays. If your package is significantly delayed, contact us at [email protected] and we’ll investigate with the carrier.
Returns & Exchanges
What is your return policy?
We want you to be completely stoked with your purchase! You may return items within 15 days of delivery for a refund or exchange. Items must be in original condition with all tags attached. To initiate a return:
- Email [email protected] with your order number
- Our team will provide return instructions
- Ship the item back to us (return shipping costs are the customer’s responsibility)
Can I return surfboards or other large items?
Yes, but due to their size and fragility:
- Boards must be returned in original packaging with all protective materials
- We recommend using the same premium shipping service for returns
- A 15% restocking fee applies to surfboard returns
What if my item arrives damaged?
We’re sorry to hear that! Please contact us immediately at [email protected] with photos of the damaged item and packaging. We’ll either send a replacement or process a full refund – no need to return the damaged item.
Payments & Accounts
What payment methods do you accept?
We accept all major payment options:
- Visa
- MasterCard
- JCB
- PayPal
Is my payment information secure?
Absolutely! We use industry-standard SSL encryption for all transactions. We never store your full payment details on our servers. For added security, we recommend using PayPal for checkout.
Do you charge sales tax?
We only charge sales tax for orders shipped to Michigan addresses. International customers may be responsible for customs duties or import taxes in their country – we recommend checking with your local customs office.
Contact & Support
How can I contact customer service?
Our surf-loving support team is here to help! Reach us at:
- Email: [email protected]
- Mail: 1322 Garrett Street, Grand Rapids, US 49503
Do you offer product recommendations?
Definitely! Our team consists of experienced surfers who can recommend gear based on your skill level, local breaks, and surfing style. Just tell us about your surfing experience and what you’re looking for – we’ll send personalized suggestions.
Remember: At Sunset Surf Shop, we’re not just selling gear – we’re sharing the stoke of surfing! If you have any questions not covered here, don’t hesitate to reach out. See you in the water!