FREE SHIPPING OFFER
For a limited time, orders over $80 to anywhere in the U.S. states will receive FREE ground shipping. YES This includes Hawaii, Puerto Rico, and Alaska because we love our island bruddahs and polar bear surfers. Certain oversized items like Surfboards are excluded from this offer. Sorry people outside the US, this offer does not apply to International orders.
ORDER STATUS
I have received my order confirmation email but how do I know if my order shipped?
Our website sends any person ordering from Pacific Wave an initial confirmation email. This email will contain your complete order details. The tracking and shipment details will come in a later email once your order has been shipped.
How can I check on the status of my order?
You can log into your account with Pacific Wave by clicking “My Account” at the top of the webpage to see the status of your order. You may also call one of our amazing customer service representatives at 1-877457-9283 option 1. We are always available from 10 am to 6 pm PST Monday through Friday, and sometimes we’ll answer on nights and weekends (if we are available, we’ll try to help you even after hours).
SHIPPING
How long does it take to ship my order?
At Pacific Wave, we strive to ship your order within 24-72 hours (business days Mon-Fri) of receiving it, *excluding weekends and holidays*. We don't ship on weekends and are unable to ship on holidays. You will receive an email notifying you when your order ships including a tracking/confirmation number. During peak periods - such as Christmas - we may need an extra day or two to ship your package.
When will I know that my order has shipped?
Our website will email you with your shipment info when your order is shipped. This email will give you all that you need to track your package.
What companies do you use for shipping?
We use Federal Express (FedEx) and USPS.
What if my package is damaged in shipping?
If your package is damaged in shipping, please notify us immediately and we will work with you to send a replacement.
RETURN POLICY
How do I return an item/order to Pacific Wave?
Your satisfaction is very important to us. If you are not happy with any part of your order, you may return or exchange the unused product(s) within 30 days of the ship date. If you purchase the order for Christmas or Birthday or some other special event and you exceed the 30 days we will extend our return policy to protect you, just send us and email or give us a call to start the process.
All returned products must be in a new, unused condition (no pet hair, odors, signs of wear, etc.) with all tags in place. Once we receive a return, a full refund (excluding shipping charges) will be issued back to the purchasing credit card or Pay Pal account. If you are returning because of our mistake or a defective product we will refund all shipping costs. Your credit card company may require up to an additional 5-7 days to post the credit to your account. You may repackage the item(s) in the original packaging and return the package along with a note explaining what you would like us to do (refund/exchange), your order number, and any special instructions.
Send to:
PACWAVE.COM
ATTN: Returns
1502 Pacific Ave.
Santa Cruz, CA 95060
What about return shipping & handling?
The customer is responsible for any additional shipping costs on a return or exchange.
What is considered returnable merchandise?
We will accept the return of new, unworn, and tag still attached product. This means no human or pet hair allowed on the merchandise. Items that come to us smelling of smoke, cologne, or detergent will not be accepted. Footwear must not be worn and have the original packaging (if any) and have the tags still attached (if attached). Surfboards can not be returned without prior approval. Skateboards and skate accessories that are not ridden and are in the original packaging (if any) are accepted.
What if I received a defective/incorrect product?
There is no charge for exchanges of product mistakes on our behalf. Please give us a call at 877-457-9283 or email support@pacwave.com and let us know what happened with your order. We will email you a prepaid shipping label to return the items to us. Please re-use the package that your received the items in to cut down on waste.
What happens if something I order is out of stock?
Thanks to amazing technology and trial and error we have implemented a system to remove out-of-stock items from the online store. However, nobody is perfect, we all wish we were, but it does happen that an item is out-of-stock. We try to make that not happen but it unfortunately does. Our customer service will do their best to help out when this situation occurs.
How long does it take to process my refund?
If you cancel your order or return an item then we will process a refund to your Credit Card or PayPal account as soon as possible. Usually this is handled in 1-3 days. Your issuing bank may take an additional billing cycle to display the credit to your card, sometimes up to a week.
INTERNATIONAL SHIPPING
Are there any additional fees or taxes?
Foreign customers are responsible for any and all fees and taxes that are incurred. You can obtain more information at your local customs office. All goods are shipped FOB our warehouse.
*FOB- An International Term of Sale that means the seller fulfills his or her obligation to deliver when the goods have passed over the border at the named border of the country. This means that the buyer has to bear all costs and risks to loss of or damage to the goods from that point. This includes the duties and taxes.
What about Canada?
We get asked about taxes/fees on shipments to Canada and to our knowledge there are no additional fees or taxes charged on Canadian orders. We have shipped thousands of orders to Canada and no one has ever had to pay extra.
Are there any extra security measures for international orders?
The "Ship To" and "Bill To" addresses must be the same on international orders. Because of a few bad people out there who make fraudulent orders, we may ask you to verify your identity by sending us a photo of your ID and Credit Card.
What shipping methods do you use for international orders?
International orders are shipped USPS Priority Mail.
What about shipping surfboards internationally?
Shipping for international surfboard orders can be very expensive ($200+) so be prepared. To keep costs down, we usually ship to the closest airport to your home. We will contact you once your order has been placed to work out the most cost effective shipping option for you.
It has been a few weeks and my order has not arrived yet...
Shipping estimates do not include potential delays in the local customs office. Most of the time there are no problems, but we have seen international shipments take up to one month to arrive because they were held up in customs for some reason. We apologize for this possible inconvenience, and hopefully this doesn't happen to you! If you have any problems or questions about your international order please contact us at support@pacwave.com or 1-877-47-9283.
