When Will My Order Ship?

When Will My Order Arrive?

Orders shipping within the United Sates:

If you choose our economical UPS ground shipping method your order should arrive within 3-10 business days. If you choose UPS Next Day air or Second Day Air your order should arrive in 1-2 business days. Please Note: UPS does not consider Saturday, Sunday or Holidays as delivery days or "time in transit" days.

International and Military Mail orders:

UPS Worldwide Express: These orders should arrive within 3-5 business days. However customs delays are possible. UPS Canada Standard: These should arrive within 5-8 business days. Please Note: UPS does not consider Saturday, Sunday or Holidays as delivery days or "time in transit" days. Military Mail: Transit times vary widely depending on any number of factors. Normal delivery times can range from a few days to 2 weeks.

Shipping Costs

We ship all orders to continental US destinations via UPS services. Our shopping cart will automatically figure the shipping cost for you. We also offer UPS Next Day Air shipping and our website will figure the cost for you on these services as well. Please note: All Next Day Air shipments require an adult signature upon delivery. We also offer free shipping on orders over $150.00 and under 15 lbs. A typical complete skateboard is usually around 4 to 5 pounds. Longboards can weigh up to 8 pounds.

Tracking

All customers who place orders online will automatically receiving shipment and tracking notification via email after shipment has been made. In addition customers who place phone orders can also receive the shipment and tracking information if you supply an email address. Please tell your salesperson if you would like this sent.

Policies / Notes

For security and protection the following shipping policies apply to orders shipped inside the US.

• All next day air shipments are sent "signature required"
• All high value shipments are sent "signature required"
• High value items (over $500.) may only be shipped to the credit cards billing address unless an alternate address is added on file with your credit card company. Please call us if you have questions.
• We cannot specify for UPS to leave a box at your house if you are not home, it is up to the drivers discretion. We ask that you leave a note for the UPS driver if you will not be home when your shipment arrives.
• We can put notes such as "deliver to back door" on the shipping label, please put these in the special instructions box on your order form, or tell your salesperson.
• All Packages shipped via UPS, FedEx or USPS are subject to the Terms and Conditions of the specific carrier used.

Lost / Damaged Shipments

If you should receive a shipment from DWSkateSurf.com that has been damaged in shipping please call us right away! Any claim must be made within 5 days of receipt of order. In addition, if you believe your shipment is lost, please call us right away so we can start a tracer with UPS and resolve it for you as quickly as possible. Tracers generally take 5-7 days to complete.

Privacy Policy

The DoubleWide Online Skate and Surf Shop is committed to maintaining your confidence and trust, and to protect any personal information provided online, therefore we offer the following privacy policy. Basic confidentiality policy. It is our policy that personal information, such as your name, postal and email address or telephone number, is private and confidential. Accordingly, the personal information you supply is stored in a secure location, is accessible only by designated staff, and is used only for the purposes for which you provide the information (such as to respond to a request or to process your order). We do send occasional emails to our customers with promotions and/or special offers. You may opt out of these emails at any time. No Release of information. Personal information will not be released to any third parties except to further the purpose for which you provide the information (such as confirming an address for credit card processing). We do not provide or sell information to third parties for any other reason.

Statistics Tracking

While our website does track statistics about visits to our website such as daily number of visitors, most popular pages and referrals to our website, the statistics contain no personal information, and are used strictly internally to provide better service.

Return Policy

Most of the products from DWSkateSurf are returnable. To initiate a return, you need to get a RMA# within 15 days of purchase. All products being returned need to be in new and unused condition to receive a refund. All returns are subject to a 15% restocking fee.

How to Return An Item

If you would like to return an item please call us at (877) 273-3640 for a Return Authorization Number before sending the item back. This number MUST be marked clearly on the outside of the shipping box. The DoubleWide reserves the right to charge customers a $10 fee that UPS Charges which include; change of address, return to sender and refused packages. Returns received without a Return Authorization number will be refused.

Refunds

All Refunds will be made within 7 business days of receiving the item back at our warehouse. Refunds will only be issued by the same method of payment used on the original order. Refunds are for store credit only

Exchanges

We will exchange any item which proves to be defective within the first 30 days from the date of sale at no charge provided you first ship the defective item back to our warehouse postage paid. After 30 days, the manufacturers warranty applies please contact the appropriate manufacturer for instructions. You may also exchange any new and unopened item within 30 days from the date of sale as well. Please call for a "Return Authorization" numberbefore sending any item back.

How Do I Place An Order?

You can place an order with The DoubleWide Online Skate and Surf Shop in one of four easy ways

• Online: Use our secure shopping cart system on our website.
• Fax an order to our sales department at (877) 273-3640
  (you can print our offline order form and Fax it).
• Call us to place your order at 1-(877) 273-3640(US residents)
• Mail your order along with a postal money order, or bank check  to:
  The DoubleWide Online Skate and Surf Shop

Payment Methods

• We accept Visa, MasterCard, Discover and American Express for payment.
• We also accept bank wire transfers (please add $20. for processing fees)
  Please call for wire transfer instructions.
• Sorry No COD's

Do I Have To Pay Sales Tax?

Under federal law we are not obligated to collect sales tax from shipments to customers outside of North Carolina.
We do collect 6.75% sales tax from customers within North Carolina.

When Will My Credit Card Be Billed?

The DoubleWide Online Skate and Surf Shop charges your credit card on the day your order ships.
We do not charge you for backordered items until the day they ship.

Policies / Notes

For security and protection the following shipping policies apply to orders shipped inside the US.

• All next day air shipments are sent "signature required"
• All high value shipments are sent "signature required"
• High value items (over $500.) may only be shipped to the credit cards billing address unless an alternate address is added on file with your credit card company. Please call us if you have questions.
• We cannot specify for UPS to leave a box at your house if you are not home, it is up to the drivers discretion. We ask that you leave a note for the UPS driver if you will not be home when your shipment arrives.
• We can put notes such as "deliver to back door" on the shipping label, please put these in the special instructions box on your order form, or tell your salesperson.
• All Packages shipped via UPS, FedEx or USPS are subject to the Terms and Conditions of the specific carrier used.

Gift Orders & Gift Certificates

How do I purchase a gift certificate?
You can order a gift certificate online from our website or by calling us at (877) 273-3640

How do I redeem a gift certificate?
You can redeem a gift certificate by calling our sales department at (877) 273-3640

Do you offer gift-wrapping or gift cards?
We do not offer gift-wrapping services, however we can enclose a gift card with a message of your choice, simply put your message in the special instructions box of our order form, or ask your salesperson.

Government Ordering

The DoubleWide Online Skate and Surf Shop is a government contractor and does accept purchase orders from the federal government as well as government credit card orders. Government agencies please call (877) 273-3640 to place an order, request a quote or get information.

International Ordering

International customers wishing to place an order with The DoubleWide Online Skate and Surf Shop can do so directly on our website. We normally ship by Federal Express for fast and reliable service and our website will automatically calculate your shipping charges before finalizing your order. Delivery generally takes 3 days but can be longer if there is a delay in customs.

PLEASE NOTE that brokerage fees, customs, duties and/or import taxes are not included in our prices and will be billed to you and collected by the courier (DHL, FedEx etc.) upon delivery.

We accept all major credit cards for payment on International orders, however you may be asked to provide ID and authorization by fax, and bank wire transfer may be required on some orders.