Returns - Exchanges
HBCSurf Help Returns and Exchange
Our hours are Mon - Fri 11am - 7pm ET.
Closed for All Federal and State Holidays.
To avoid delays, to contact by email, please use this email contact form only. Direct emails are usually sent to spam and rarely seen.
Call us at - 843-560-9009 - Our hours are Mon - Fri 11am - 7pm ET. Closed for All Federal and State Holidays.
If you call, please, do not leave a message - the messages are overwritten almost hourly because of the ludicrous amount of telemarketing calls we receive and it's very likely we will never hear your message. The most reliable method is to send an email with this form.
- Wetsuits worn in the water are not returnable for refund under an circumstance.
- Watches which have been syched to a device, have had the tide are set, have downloaded any updates or fixes are not returnable. All watches must be in a 'locked' condition as they were when shipped.
- Clearance items are non-returnable.
New - Free returns from PayPal refunds your return shipping costs with PayPal Free Returns. To qualify, your purchase has to be made using your PayPal account. You also must enable PayPal Shipping Refund on your account. First, sign up for a PayPal account - it’s fast and free. Then, go to this page to activate 'Return Shipping on Us' (provided by PayPal) to get refunded for up to $30 on 12 eligible purchases a year.
How it works. After you follow the PayPal signup and enable the Shipping Refund Service. You still take the item to the Post Office, UPS or FedEx and pay for the label and PayPal refunds the label cost directly to you. Pretty good deal IMO.
Can I Return or Exchange an item?
All returns must be in new unused condition. If you took off the tags, that's ok, but don't reattach the tags please but you must include all tags!
What can not be returned:
- Sunglasses are always non-returnable.
- Synced Electronics (Watches, Bluetooth, Speakers, Headphones, etc..
- Wetsuits worn in the water are non-returnable.
- All Clearance items are final sale and non-returnable.
- After 30 days from receipt, items are non returnable.
- Sunglasses are non-returnable.
- Items showing wear, missing tags, or not in new condition are non-returnable.
This list is not complete and there will always be exceptions in certain cases, but not for obvious use or wetsuits worn in the water.
Returned/Refused will be notified by email and return shipping will USPS postage due.
In Store Returns?
If you're local, bring your receipt and the item you need to exchange and swap it out! You can also do an instore return for online orders, actual shipping charges will still be deducted from your refund (minimum $7.95) as well as a restock fee of 10%. The same non-returnable items applies, except for sunglasses, which are returnable upon inspection.
1). Add the item you need to the shopping cart - make sure it's the correct size and color. If you used a coupon on the first order, use the coupon again on this order as well.
2). Add this item to your cart as well. In the RMA Order Numer field - enter the previous/exchange order number or the first and last name on the original order.
We allow exchanges up to 30 days from your original order delivery without any extra fees. For Rainbow sandals, this time is extended to when the size/color you need is available.
3). Check out as normal.
What happens next?
We will pack up your new item(s) and include a pre-paid peel and stick USPS return label.
Please use the original packaging or use the packaging we include in the new order to help keep shipping costs to a minimum. For sandals, we will include a new bag, with lable affixed. For wetsuits, use the box your new wetsuits came in, not the box your wold wetsuit came it.
Once your original order comes back to us, we will issue a refund to the original order, after the label cost is billed to us. Actual shipping charges will be deducted from your original order refund (minimum $7.95). Rainbow sandals will usually br from $7.95 - $11.0 . Wetsuits will range from $18.80 - $26.80. Be sure you have the right size and shipping wetsuits or other bulky/heavy items gets costly fast!
You will be charged shipping fees for over-sized items such as surfboards, complete skateboards, and surfboard bags.
We only allow 1 'exchange' per order. You can't "exchange" a wetsuit for a pair of sandals or sunscreen.
How long until I receive my refund? Sometimes it's the same day, depending on treturn method. For some methods, we have to wait until we are billed for the return label, because we do no know the cost to the return label. To get a faster return, use the original packaging. For FedEx return lables, drop offyour return at a FedEx Authorized Shipping Center, FedEx Office Ship and Print Center, and if it fits, a FedEx Drop Box. Having FedEx pickup your item from your home or office may significntly increase the cost of the shipping, and therefore decrease the amount of your refund. For US Postal Service, check for your closest local Post Office. for Prioroty Mail, you can also go online to the USPS Pickup westie and request a pickup for your Priority Mail return - this is a free service from USPS. for USPS labels
Send all returns to:
HBCSURF (ORDER #)
811 Coleman Blvd
Mt Pleasant, SC 29464
Don't want an exchange and just need a refund?
Reply to the original order email, and provide your reason for return. Do not change the subject line. It will change to Re: XXXXX, please leave it like that. It helps us identify returns quickly.
All returns must be in new condition. If you took off the tags, that's ok, but don't reattach the tags please but you must include all tags, warranty cards, instructions, UPC, and proof of purchase!
PayPal Return - New - Free returns from PayPal refunds your return shipping costs with PayPal Free Returns. To qualify, your purchase has to be made using your PayPal account. You also must enable PayPal Shipping Refund on your account. First, sign up for a PayPal account - it’s fast and free. Then, go to this page to activate 'Return Shipping on Us' (provided by PayPal) to get refunded for up to $30 on 12 eligible purchases a year.
How it works. After you follow the PayPal signup and enable the Shipping Refund Service. You still take the item to the Post Office, UPS or FedEx and pay for the label and PayPal refunds the lable cost directly to you. Pretty good deal IMO.
RMA - Pre-Paid Labels - Due to people changing their mind or never sending the items back, we no longer issue a pre-paid return label. We pay for the labels, and when it doesn't get used, we don't get a refund, so we stopped issuing return labels until we can find another solutiuon.
- Sunglasses are always non-returnable.
- If there are signs of wear the item is non-returnable.
- Wetsuits worn in the water are non-returnable.
- Synched Electronics are non-returnable.
- After 60 days from receipt, items are non returnable.
Clearance items are clearly marked with the "CLEARANCE" label.
Within 14 Days - The only return/restock fee we charge are the actual shipping costs (minimum $7.95). If you used free shipping, there will still be a shipping charge deducted from your return. Economy rates shipping charges are always less than the price we pay for shipping. Your refund will reflect a deduction for actual shipping charges.
14-30 Days - There will/may be an additional 10% restock fee, in addition to the actual shipping charges.
31-59 Days - There will be an additional 30% restock fee, in addition to the actual shipping charges.
Clearance Items - Within 30 days of the order, some state allow for return of Clearance Items. All Clearance Items will be charged the actual shipping cost and an additional 35% fee. AFter 30 days, Clearance items are not returnable in any circumstance.
Use the original packaging whenever possible.
Send your returns to
HBCSURF (ORDER #)
811 Coleman Blvd
Mt Pleasant, SC 29464
Use a trackable shipping method, with insurance for your returns. Due to abuse of the return system, we no longer offer pre-paid labels for returns.
I was charged more than once / my order was declined!
This only happens where there's an error with the order, usually the billing address doesn't match what's on the card or the card was declined more than once. You'll notice the charges are still "Pending". Usually, just in a few days, you'll see the extra pending charges vanish or settle for $0.00
If your order was declined, it's probably because we're a small shop in South Carolina and the card company doesn't know how your got from El Pollo Loco in PB to Charleston, SC in an hour! It's a good thing really, but you will need to call the number on the back of your credit card to let them know it's a legit order. We're a small company and it happens more than you think.
The other reason your card was declined is you're not inside the US or you're using an non-US issued card. In that case, please checkout via PayPal, they can process overseas transactions and cards, but again, we're a small company and we can't process foreign transactions or cards outside of the USA.
Good news, we don't charge your card until your package ships, so there will only be one charge - I promise. You'll see all the other pending transactions fall off your card, usually within 2 business days. If you've ever had to call to dispute a charge, you know, there's nothing your card company can do about a pending charge and there's nothing we can do about it either. It's all in the hands of a 'clearing house' for transactions. I barely understand it myself, but the good news is, you can't be charges an over draft fee for pending transaction and you can't be charged interest either - nice!
Wetsuits that have been worn in the water are yours - no exceptions.
There are now 2 boxes fro shipping wetsuits. If you wetsuit has smoothskin, please veiw the video below. If your wetsuit does not not have smoothskin it may be shipped in a 20x16x3 box. Pay attention to the manner in whch your wetsuit was packed before returning it to the box for return. Send a form via "Contact Us" if you need assistance.
Wetsuits returned in poor condition because of packaging the return will NOT be refunded.
Do not crumple the wetsuit to return it. Wetsuits returned with creases or in poor condition because of improper packing will not be accepted for returns and returned to you at an additional charge. Wetsuits with smoothskin need extra care for packing.
Reorder the new wetsuit and add this item to your cart as well and choose RMA Exchange $6.95. We will pack up your new item(s) and include a pre-paid UPS or USPS return label inside your new order. When the original item is returned we will issue a refund for the original order. The actual cost of shipping from the 1st original order may be deducted from the original order refund.
Never fold a wetsuit lengthwise!
Wetsuits returned in this condition will be returned to you
HBCSurf Return Policy
30 Days to Return Items - We know, you're going to have to return an item to us at some time and we try to make it as easy as possible for you.
Any returned item must be in new condition, resalable with all tags. The tags don't have to be attached and NEVER REATTACH TAGS, but all tags must be included in the return.
Exchanges Any exchanged item must be in new condition, resalable with all tags.
Non returnable Items
Sunglasses, Surfboards and Clearance orders can not be returned. We tried, but from people wearing them and scratching the lens to sending back FAKE sunglasses, we no longer accept any returns for sunglasses. Sorry. Underwear can not be returned either, unless we sent the wrong size or something. All Clearance items are final sale only.
General Return Questions
Why a restock fee? We're a small shop and don't get the benefits the large companies get from Visa, MasterCard, American Express, etc.. The card issuer takes a percentage from the original order, plus a fee and then another fee and percentage when a refund is issued. Then there's shipping cost, again, we don't get the amazing rates like the big companies can negotiate and shipping charges are never refunded to us and then there's the boxes and packaging material costs. It all adds up pretty quick and if we're going to keep our prices low, we have to deduct the fees and shipping we're charged from refunds.
Our average wetsuit order is right at $200. For a return, to ship it to you, ship it back to us and then issue a refund costs on average of $26 shipping and package costs, $16.50+ in credit card fees, which can be higher if it's been too many days or certain credit companies. PayPal is even more.
We don't charge return fees so we can drive new cars, get a bonus or some golden parachute, we charge return fees so we can stay in business. The only retirement working here is Social Security. We work here because we love this job and we love to surf. We want to share our knowledge and help you get the most out of anything you buy from us. We know more about wetsuits and surfboards than almost any other place that sells online or in shops for that matter. And if you've emailed or called for help getting the right suit, you know we'll sometimes tell you that $300 wetsuit isn't worth it for your needs and try to talk you into a less expensive suit.
Bottom line, we hate the restocking fee. And if Amex, Visa, MasterCard, PayPal, USPS, UPS, and Uline didn't charge us 2 times for each order that is returned, we wouldn't have a restock fee.
Wetsuit Returns: It usually cost $14-23 to ship a wetsuit to you. It will cost between $18 and $26 to send the wetsuit back via USPS. Only unused wetsuits, which haven't been worn in the water can be returned
Clothing Returns: Shipping cost is usually less than $5 - but can be higher. Soiled, washed, worn or items missing tags will not be accepted. If you take off the tags, then include them in the return DO NOT REATTACH THE TAGS if you removed them.
How long do I have to return an item: Up to 14 days with only shipping cost restock fee and up to 30 days with shipping cost plus a 10% restock fee $5 minimum. The additional charge for returns after 14 days is to cover additional credit charges for dual processing transactions and to encourage people to return quickly!
How long will it take to get my refund?: Usually the day the items comes back to us, we process the refund right away. Within 48 hours, during a business week, you should see the pending refund on your credit card account. This process may take longer, it is dependent on your particular bank. As soo as we process the refund, the money is removed from our account to your bank. How long it takes your bank to get that money back into your account varies from 2 hours to 2 weeks. Refunds appear as PARROT SURF SHOP or HBCSurf
Can I return a wetsuit to HBCSurf: Yes, but only if it has NOT been worn in the water. There's no exception to this rule ever. Wetsuits are intimate apparel and once worn in water are non returnable. Wetsuits which have been worn and returned to HBCSurf will be returned to the sender postage due. The wetsuit also has to be in new condition and resalable. Take particular care in packaging returned wetsuits. They need to be folded in a specific way as to not damage the wetsuit during shipment. Call us or email us if you have questions about how to package a wetsuit.
What items can I return to HBCSurf: Almost anything. If we sell it, we will take a return for it. There are limitations and exceptions. We will not take back any item that is damaged, soiled, worn or altered in any way. If you wash it, you own it. If you wear it out, it's yours. Sunglasses and Surfboards are nonreturnable
What about items damaged in transit: Inspect your package before signing. Once you sign, you've basically signed away your right to shipping damage claims. A claim will be filed for damages and you'll get a full refund. It can take as little as a day or as long as a month. Not signing for a damaged package speeds up getting your refund!
What about returning an over-sized item: We will process the refund, but return shipping fees can be VERY expensive. Shipping fees to return a surfboard range from $120 to $300 or maybe even more. This is why we do not mind measuring and remeasuring boards, sending detailed pictures and helping as much as we can. Of course, if we somehow sent you the wrong board, we will pay all the return shipping costs.
What about after 30 Days: We will take these on a case by case basis for some items. The following items will be refused return after 30 days: wetsuits, sunglasses, watches, footwear and surfboards. Any item returned after 30 days will be charged a 20% restock fee and the cost of shipping.