“Surfing is about freedom, and so is shopping with us. If it’s not right, we’ll make it right – because your perfect wave shouldn’t wait.”

Smooth Shipping for Your Surf Gear

Order Processing

We hand-check every order before it ships to ensure you receive only the best surf gear. Please allow:

  • 1-2 business days for order processing

Shipping Options

We offer two shipping methods to get your surf essentials to you:

  • Standard Shipping ($12.95) via DHL or FedEx – arrives in 10-15 business days after shipping
  • Free Shipping via EMS for orders over $50 – arrives in 15-25 business days after shipping

Note: We currently don’t ship to parts of Asia and some remote locations.

Our Hassle-Free Return Policy

We want your Surf Story experience to be as smooth as a perfect wave. If your gear doesn’t meet your expectations, we’ll make it right.

Return Basics

  • Most items can be returned within 15 days of delivery
  • Items must be unused and in original condition with all tags attached
  • Original proof of purchase is required
  • Original shipping costs are non-refundable unless the return is due to our error

Non-Returnable Items

Due to their special nature, these items cannot be returned:

  • Used Boards (as-is sales)
  • Surfboard Collaborations (custom pieces)
  • Wall Art (personalized items)
  • Any item marked “Final Sale”

How to Return an Item

Follow these simple steps to initiate your return:

  1. Contact Us within 15 days of delivery at [email protected] with your order number and reason for return
  2. Wait for Approval – We’ll respond within 2 business days with return instructions
  3. Package Securely – Use original packaging if possible
  4. Ship Back – Send to our Colorado workshop (return shipping at your expense)
  5. Get Refunded – Once received and inspected, we’ll process your refund

Exchange Process

Want a different size, color, or style? Exchanges follow the same process as returns. In your email, specify:

  • The item you’d like to exchange
  • The replacement item (check our In Stock page for availability)
  • Any size/color preferences

We’ll cover the shipping cost for your replacement item!

Refund Timeline

Once we receive your return:

  • Allow 3-5 business days for inspection and processing
  • Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Credit card refunds typically appear within 5-10 business days depending on your bank
  • PayPal refunds are usually processed within 24 hours

Return Shipping Address

For your protection, we recommend using a trackable shipping service. Return to:

Surf Story Shop Returns
7912 Depew Street
Arvada, CO 80003
USA

We’re not responsible for items lost or damaged in return transit.

Damaged or Defective Items

If your surf gear arrives damaged or defective, email us immediately at [email protected] with photos of the damage. We’ll arrange a free return and expedite your replacement – no need to wait for inspection.

Return Request Template

Copy and paste this template into your email to [email protected]:

Subject: Return Request - Order #[Your Order Number]

Hi Surf Story Crew,

I'd like to return/exchange the following item from my order #[Your Order Number]:

Item Name: 
Size/Color: 
Reason for Return: 

[For exchanges only] I'd like to exchange for:
Item Name: 
Size/Color: 

Please let me know next steps. I've reviewed the return policy at surfstoryshop.com/returns.

Mahalo,
[Your Full Name]
[Your Email Address]
[Your Phone Number - optional]

Still have questions? Paddle over to our Contact Page or email us directly at [email protected].