Shipping + Returns

Shipping

iSUPplanet.com may charge shipping on all orders.  We try our best to get all orders shipped within 24 business hours.

We currently only ship to U.S. addresses, to include Alaska and Hawaii.

Shipping rates are included below. Shipping rates apply to orders being shipped to the customer. Shipping for returns, exchanges, or refunds will be paid by the buyer.

Order Confirmation

You will receive an order confirmation e-mail as soon as your order is placed.  Upon receiving your order, we immediately reach out to our suppliers to confirm that the item is in stock and available for immediate shipment.  If your item is not in stock, or it is on backorder with our suppliers, we will cancel the transaction and reach out to you via email to discuss further options. If your item is available, we will submit the order for shipment with our suppliers.  

Once your item has shipped, we will provide tracking information to the email address you used when checking out.  If you have not received tracking information within 5 business days of placing your order, send us an email at orders@iSUPplanet.com

Damage in Transit

Do not sign anything from the shipping company until you have fully inspected the contents for potential damage sustained in shipping. Once inspection is complete and you see no damage due to shipping you can sign for your order. If you or any third party receives your order and signs for it prior to inspecting the contents of the order iSUPplanet is no longer responsible to replace the contents that are damaged. By signing for a damaged item you are telling the shipper they are free from liability. If you don't sign and inspect the order and do find damage from shipping we will ship you a new board and file a claim. We will need you to take photos and email them to us. Contact iSUPplanet to report this damage immediately. If the board or paddle is damaged, please keep the opened box because it is needed to file a claim. Please take photographs of the box damage and product damage as the damage will show on the outside of the box and usually indicate where the product is damaged. If you receive a board, paddle, or accessory that is damaged and sign for it iSUPplanet will help you file a mitigated claim but we are not responsible to replace damaged items. We will help file a claim on your behalf to potentially receive partial reimbursement for the damaged product you received. Reimbursement for signed and received damaged product is not guaranteed and usually will cover cost of repairs and potentially loss in value due to the damage. We will need your cooperation in taking photos and sending them to us via email.

Claims must be filled within 48 hours of receiving the shipment. The customer is responsible for filing a claim with the designated carrier. If you have further questions, please contact iSUPplanet at (586) 960-5727 or email returns@iSUPplanet.com

Returns

Our policy lasts 15 days. If 15 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.  To complete your return, we require a receipt or proof of purchase.

Please call us at (586) 960-5787 in order to process your return. We will provide you with an RMA (Return Merchandise Authorization) number that must be included with the returned board, paddle, or accessory. Also, please write this RMA number on the outside of the box.

The customer will be responsible for the return shipping cost of the original product, and may be subject to a 15% re-stocking fee. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.  If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Exchanges (if applicable)

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at returns@iSUPplanet.com and we will process your exchange.

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Cancellations and Refunds

Orders cancelled after 24 hours are subject to a $30 cancellation fee, regardless of whether the item has shipped or not.  If you order has shipped, you (the buyer) will also be responsible for actual return shipping charges. Refunds will only be issued to the original credit card that you use when placing your order.  Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.  If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.