Shipping Policy
Customer Support for Shipping Inquiries: For questions about your order status, tracking information, or delivery issues, please send an email to our customer support mailbox — we will respond within 24 hours. You can also use the tracking number provided in your shipment notification email to check the real-time location of your package.
1. Shipping Destinations
[Please fill in according to your actual situation, e.g., "We currently ship to all 50 U.S. states, Puerto Rico, U.S. Virgin Islands, and APO/FPO addresses."]
- Mainland U.S.: No shipping restrictions — we deliver water sports gear to every zip code, including rural areas (via specialized couriers for large items like hard paddle boards).
- Alaska & Hawaii: Full delivery coverage for all products, with a $29.99 surcharge applied to each order to cover additional freight costs for bulky gear (e.g., inflatable paddle boards).
- U.S. Territories (Puerto Rico, U.S. Virgin Islands, etc.): A $39.99 surcharge applies to each order to cover extra logistics and customs processing fees.
- APO/FPO Addresses: We ship via USPS Priority Mail to military addresses worldwide — delivery times may vary depending on the destination. Large items (e.g., hard paddle boards) may require additional handling fees.
- PO Boxes: Small items (e.g., diving masks, swimming bags) can be shipped to PO Boxes via USPS; large items (e.g., inflatable paddle boards with pumps) require a physical street address for delivery.
2. Shipping Costs & Free Shipping Eligibility
Shipping fees are based on the total order value and product size/weight. The following are standard shipping rates for mainland U.S. addresses (surcharges apply for Alaska, Hawaii, and U.S. territories):
Standard Shipping
| Product Category | Order Under $100 | Order $100–$149 | Order Over $150 |
|---|---|---|---|
| Swimming Bag | $7.99 flat fee | $5.99 flat fee | Free |
| Diving Mask | $9.99 flat fee | $7.99 flat fee | Free |
| Inflatable Paddle Board | $29.99 flat fee | $19.99 flat fee | Free |
| Hard Paddle Board | $49.99 flat fee | $39.99 flat fee | Free |
Free standard shipping is automatically applied at checkout when your order total exceeds $150 — no coupon code is required. This is perfect for customers purchasing a paddle board and matching leash, or a diving mask and swimming bag set.
Express Shipping
- Small Items (Diving Masks, Swimming Bags): $14.99 flat fee, with delivery within 2–3 business days for mainland U.S. addresses.
- Large Items (Inflatable Paddle Boards): $39.99 flat fee, with delivery within 3–4 business days for mainland U.S. addresses.
- Hard Paddle Boards: $59.99 flat fee, with delivery within 4–5 business days for mainland U.S. addresses.
- Alaska/Hawaii & U.S. Territories: Express shipping is available for an additional $19.99 surcharge, with delivery within 5–7 business days.
Extra Fees for Special Services
- Signature Confirmation: Add $3.99 at checkout to require a signature upon delivery — this is recommended for high-value items such as hard paddle boards or prescription diving masks.
- White-Glove Delivery: Add $79.99 at checkout for white-glove service, which includes delivery to your room of choice, unboxing, and a quick inflation demonstration for paddle boards — ideal for first-time users.
- Gift Wrapping: Add $9.99 per item for waterproof gift wrapping (perfect for swimming bags and diving masks) — includes a personalized greeting card for gifting to water sports enthusiasts.
3. Delivery Timelines
We process orders Monday to Friday, 9:00 AM to 5:00 PM [Please fill in your time zone, e.g., PT] — orders placed after 3:00 PM on weekdays or on weekends/holidays will be processed on the next business day. U.S. holidays include Christmas, Thanksgiving, Independence Day, and New Year's Day.
Standard Shipping Timelines
| Product Category | Local (≤50km) | Mainland U.S. | Alaska/Hawaii | U.S. Territories | APO/FPO |
|---|---|---|---|---|---|
| Swimming Bag | 1–2 business days | 2–4 business days | 7–10 business days | 10–14 business days | 10–21 business days |
| Diving Mask | 1–2 business days | 2–4 business days | 7–10 business days | 10–14 business days | 10–21 business days |
| Inflatable Paddle Board | 2–3 business days | 3–5 business days | 7–10 business days | 10–14 business days | 15–21 business days |
| Hard Paddle Board | 2–3 business days | 4–6 business days | 10–12 business days | 12–15 business days | 15–21 business days |
Key Notes on Delivery Timelines
- Custom Products: Personalized paddle boards or prescription-lens diving masks require 3–5 business days for production before shipping — we will confirm the exact shipping date with you at checkout.
- Peak Seasons: During peak water sports seasons (May–September) and holiday seasons (November–December), order processing and delivery may take 1–2 additional business days due to high order volume. We recommend placing your order 2 weeks in advance if you need the gear for a specific trip or event.
4. Delivery Tracking & Notifications
We will keep you informed of your order's status at every step of the shipping process:
- Order Confirmation Email: Sent immediately after you place your order, containing your order number and estimated shipping date.
- Shipment Notification Email: Sent once your order has been shipped, containing a tracking number and a link to track your package's real-time location (via the courier's website, such as USPS, FedEx, or our specialized gear delivery partner). The email will also include the estimated delivery window (e.g., "Expected delivery: Wednesday, 10:00 AM–4:00 PM").
- Delivery Alert: The courier will send you a text message or email notification when your package is out for delivery (this service is optional — you can opt in via the courier's website using your tracking number). For large items like hard paddle boards, the courier will contact you 24 hours in advance to confirm the delivery time.
If you lose your tracking number, please send an email to our customer support team with your order number, and we will resend the tracking information to you within 1 hour.
5. Packaging & Product Protection
Our packaging is designed to protect your water sports gear during transit and keep it in perfect condition:
- Swimming Bags: Wrapped in bubble wrap and placed in a sturdy cardboard box to prevent tearing and water damage during shipping.
- Diving Masks: Sealed in the original plastic bag and placed in a padded envelope or small box to protect the lens from scratches and the buckles from breaking.
- Inflatable Paddle Boards: Deflated completely, folded neatly, and packed in the included carrying bag, which is then placed in a heavy-duty cardboard box with foam padding around the edges to prevent punctures and damage to the valve. All accessories (pump, leash, repair kit) are packed in a separate compartment inside the box.
- Hard Paddle Boards: Wrapped in a protective film and secured with foam padding around the edges and fin box. The board is then placed in a custom-sized cardboard box to prevent movement during transit.
- Custom Products: Personalized paddle boards or prescription-lens diving masks are wrapped in tissue paper before being placed in packaging, adding an extra layer of protection for custom details.
Every order includes a product care guide with detailed instructions on cleaning, inflating, and maintaining your water sports gear.
6. Handling Shipping Issues
We resolve 99% of shipping issues within 2 business days. Here's how to handle common shipping problems:
6.1 Delayed Deliveries
If your package is not delivered within the estimated timeline (e.g., an inflatable paddle board shipped via standard shipping to mainland U.S. takes more than 7 business days to arrive):
- Check the tracking link — the courier may have noted a delay reason (e.g., "package held at sorting facility due to high holiday volume," "weather-related delay").
- If there is no update for 48 hours, send an email to our customer support team, and we will contact the courier directly to escalate the issue.
- Compensation: For delays of more than 3 business days beyond the estimated delivery date, we will offer you a $10 store credit (valid for 6 months) or a free water sports accessory (e.g., a paddle board leash, a bottle of anti-fog spray) as a gesture of apology.
6.2 Damaged Items
If your product arrives damaged (e.g., a punctured paddle board, a scratched diving mask lens, a torn swimming bag):
- Document the Damage: Take clear photos or videos of the damaged product, the original packaging, and the courier's delivery receipt (if you noted the damage at the time of delivery).
- Report Within 48 Hours: Send an email to our customer support team with your order number, photos/videos, and a description of the damage.
-
Resolution: We will offer one of the following solutions at your choice:
- Ship a replacement product or parts to you via expedited shipping free of charge within 3–5 business days (e.g., a new paddle board, a replacement lens for your mask).
- Provide a pre-paid return shipping label and issue a full refund to your original payment method.
6.3 Missing Items
If part of your order is missing (e.g., pump for a paddle board, repair kit, mask strap):
- Check the packaging thoroughly — small items are often tucked in hidden places (e.g., pump in the paddle board carrying bag, repair kit in a side pocket).
- If the item is truly missing, send an email to our customer support team within 7 days of delivery with your order number and a list of missing items.
- We will ship the missing items to you via USPS First Class Mail free of charge within 24 hours — no need to return the received products.
6.4 Wrong Address Deliveries
If you entered an incorrect shipping address at checkout:
- Before Shipping: Send an email to our customer support team immediately — we can update the address if the order has not yet left our warehouse (90% of such requests are approved).
- After Shipping: We will work with the courier to redirect the package — a redirection fee of $15 applies for mainland U.S. addresses, and $25 for Alaska/Hawaii addresses. If redirection is not possible, we will send a replacement order, and you will only need to pay 50% of the product price (we cover the shipping fee).