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Welcome to eBodyboarding Help Desk and FAQ (Frequently Asked Questions)
Your satisfaction is our success. You can shop with confidence at eBodyboarding.com!
We strive to provide our customers with the highest level of service possible. From first visit to order delivery, we want you to be completely satisfied with your experience. Our friendly and knowledgeable sales staff (Jay, Vicki, and Justin) are available to help you find the product that best fits your needs.

Here you will find the answers to your questions about shopping this site, your order, payment options and more. Simply select from the categories below...


How long does my shipment take to get here, and how much will it cost?
Click here to get to our "shipping" page for the answer to those questions.

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*Which companies does eBodyboarding.com use for shipping?
That depends on several factors. We generally mainly use UPS, but in some cases, and to certain destinations, we use the U.S. Postal Service, and for many international bodyboard shipments, we use DHL Express. Our goal is to use the most cost-efficient, quickest methods available to get your goods to you.

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Can I track my package?
If you've chosen any UPS option, Express Mail, or DHL shipping, yes you can. Check your email and if you haven't been emailed a tracking number from UPS or us then your order may not have been shipped yet. If you got a confirmation email that your order WAS shipped and you never received a tracking number then just email us and ask for your tracking number. You can track your package here:
-UPS- www.UPS.com, and click on the "track" icon.
- USPS Express Mail - www.usps.com and click on "track/confirm", and enter the tracking code.
- DHL Express- www.DHL-usa.com if you've ordered a bodyboard to be shipped overseas.
- If you've chosen Priority, First Class, or Air Mail, there is no tracking.
We do offer delivery confirmation automatically on every domestic Priority Mail (Hawaii and Puerto Rico) and First Class Mail package to make sure you've received your order, and we insure most shipments.

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Why are some items listed as "Out Of Stock"?
This means one of two things:
1. It's a "special order" item, like a soft surfboard that we don't stock, but can "special order" for you.
OR
2.
The item is not in stock in our warehouse, and is likely on order with the manufacturer. We can get every product made by every company who's stuff we sell within a week usually. For that reason, we don't stock certain items that don't sell well, but offer them on the site knowing that we'll likely be able to get them quickly, and possibly in your color choice, so you aren't "stuck" with what colors we have in stock if you don't want them.

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I'm not too confident with giving my credit card number online. How can I order using my card without ordering online?
Just call us toll free (in the USA) Monday through Friday between 10am and 5:30pm Pacific Time Monday-Friday with your credit card information and we'll take your order over the phone. Alternately, you can fax us at: 1-949-361-1690 with the credit card info including the card number, type, expiration date, and your name exactly as it appears on the card. We also need the address where the credit card statements are mailed (billing address). We regret that we speak only English so if you are calling from overseas, please have someone that speaks English call (although if you're reading this, you must speak English right?).

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I don't have a credit card, or don't want to use one to buy stuff from eBodyboarding.com. How else can I pay?
We also accept Pay Pal, as well as money orders (you can get them at any U.S. Post Office or 7-11, and most banks worldwide). Alternately, we also accept certified checks which can be obtained at just about any bank in the world. Either of these must be drawn in U.S. funds. You can select "money order" as your form of payment in our online shopping cart. Mail payment to:

eBodyboarding.com/BodyboardOutlet.com
1303 Calle Avanzado
San Clemente, CA 92673 USA

Be sure to include a printout of your order with payment. We don't process or ship your order until payment is received. We keep orders on file for two weeks after which time they are automatically cancelled if payment is not received. Also, we cannot "hold" items for you unless you have paid with a credit or debit card. If an item you've chosen sells out before your payment arrives, we'll contact you to make other arrangements. Remember, we DO NOT ACCEPT PERSONAL CHECKS!

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What about international orders?
See our "shipping" page for costs and shipping times. A very important note, for all first-time orders placed with credit cards issued outside of the USA, we MUST have you fax or email us with a copy of your most recent credit card statement along with your signature anywhere on the statement before we can process your order.UK-issued cards are exempt from this requirement unless we contact you about it. It is required by our bank to verify cardholder authenticity. If emailing, attach a scanned picture of your statement with your signature on it, and please send in JPEG format. Here is our contact info: Email: info@eBodyboarding.com, or call toll free in the USA at: 1-877-eBoarding, or outside the USA at: 1-949-361-0848. Our fax is: 1-949-361-1690.

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Do you realize that your phone number, 1-877-eBoarding has too many digits?
This is a common practice with businesses that want to spell something out, but need more letters/numbers to do so. It will not affect the dialing of the number if you punch in the two extra, unnecessary numbers. The call will begin to connect before you finish dialing. Just dial our toll free number and you'll see what I mean.

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Why are your office hours so short?
Our office hours generally center around shipping times. Our deliveries are usually late morning and our outgoing shipments go out late afternoon, so those are the times that we work. There are three of us here running the business, and we are almost always in the office Monday through Friday 10:30am-5:00pm Pacific Time. Many times you can reach us at other times too- especially during summer months and during December, and if not, leave a message on our machine or email us. We WILL get back to you as soon as we get your message, but make sure to be very clear and slow when leaving your message. We have not been able to return some calls because the return phone number was said unclearly.

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I emailed you with a Booger Picker form, or I placed an order, and I didn't get a reply from you. Why?
This means you entered your email address wrong when you filled out your information and we weren't able to reply. Be VERY careful when filling out our forms to enter in your email address and phone number (if required) correctly, and double check it!!! Oh, and remember, we respond FROM either UnReale@aol.com or Gleeso1@aol.com.

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I don't like getting calls and emails from annoying telemarketers, so I don't want to give you my contact info.
We DO NOT under any circumstances give out your contact info to ANYONE, and we will not "spam" you or call you unless it pertains to an order you've placed with us. We must have your contact info to get in touch in case there's a problem with your order, and that's all we use it for. If you are a telemarketer, don't call us! I hate that too! We strongly urge you to check your email often after placing an order. Often, if there's a problem with your order, we'll try to reach you by email.

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I've found a better price for something you sell on another online store. Can you beat it?
Absolutely, as long as they have the item in stock, and their shipping costs added to the item price are less than our price with shipping. Just point us to where the site and price is, and if it's valid, we'll not only beat it by a buck, but still give you all the freebies that come with all our orders! THIS OFFER IS ONLY VALID BEFORE YOU MAKE YOUR PURCHASE WITH US. ONCE YOUR ORDER IS SHIPPED, WE WILL NOT REFUND MONEY IF YOU FIND IT CHEAPER!

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How can I contact you to ask a question?
We are pleased to help you out, so if you have any questions, don't hesitate to email us any time at: info@eBodyboarding.com, or call toll free in the USA at: 1-877-eBoarding, or outside the USA at: 1-949-361-0848, or fax us at: 1-949-361-1690. We answer email 7 days a week. Our usual office hours are Monday-Friday from 10:30am-5:00pm Pacific Time, but we can sometimes be reached at other times. You can always leave a message for us and we will respond shortly. Our mailing address is:
eBodyboarding.com/BodyboardOutlet.com
1303 Calle Avanzado
San Clemente, CA 92673 USA

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Why do you require customers outside the USA to fax a copy of their credit card statements w/signature?
Let's say someone has stolen your credit card. All they have to do to order from us is to go on our site, enter YOUR name, YOUR card number, and the card's expiry date. Then, they can enter any shipping address they choose and we have no way of proving or even knowing whether or not they are the legitimate cardholder. Then, YOU get the bill, you dispute it, and WE end up having to pay for the order that the credit card thief has made! Our ONLY way of proving that international customers ordering on our site are the true cardholders is by getting them to fax through their credit card statement with their signature on it. It is highly unlikely that a thief would have access to both a person's credit card AND their credit card statement, and if they ONLY have the statement, they wouldn't have the expiry date, so they wouldn't be able to order. See what we mean? If you decide to comply with our request, please feel free to black out any charges you've made on the statement. We just need to see that it's the same billing address, name, and cardnumber, and have your signature on the statement. All orders you would make after this one would be shipped without delay.

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I want something that you don't have on the site. What's the deal?
We can usually get it. Just email us at: info@eBodyboarding.com and ask. We'll do our best to get it for you.

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* How can I place an order?
There are four ways to order-
1. Order online at www.ebodyboarding.com or www.bodyboardoutlet.com
2. Order by phone by calling 1-877-eBoarding (toll-free within the U.S.) or INTL:1-949-361-0848 during our business hours- 10:30am-5pm PT.
3. Order by fax - 1-949-361-1690. Indicate the items you want, which shipping method you'd like (see our shipping page), your credit card type, number and expiration date, and the name as it appears on the card, along with shipping and billing addresses, and your phone, fax, and/or email address. International customers click here for our requirements for you.
4. Order by mail - Place your order online, but select "money order" or "cashier's check" as your form of payment. Once the order process is complete, print out your order confirmation form and mail it to us with payment to:
eBodyboarding.com/BodyboardOutlet.com
1303 Calle Avanzado
San Clemente, CA 92673 USA

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* Which payment methods do you accept?
At eBodyboarding.com, you can place your order online, by telephone,by mail, or by fax. Payment options include credit card, debit card, money order, and certified check. See below for details on each payment option.
PLEASE NOTE: We do not accept Personal Checks or C.O.D. orders.

Credit/Debit Cards
eBodyboarding.com accepts credit/debit cards including Visa, MasterCard, Discover, and American Express. We will not normally bill your card until we ship your order with the exception of special or custom order items. Partial orders are billed as each item is shipped, though it's rare for us to ship an order before we have all items in stock.
Please be aware that once we receive card authorization, the funds will be reserved up to 30 days depending on the bank (please check the policy of your card issuer). Also, if you are paying with a debit card, please verify with your bank if there are limitations pertaining to daily withdrawals on your card. eBodyboarding.com reserves the right to request additional identification. If this is needed, we will contact you by email or telephone. Your order will be processed as soon as we receive the requested information by email or fax.

Pay Pal
If using the Pay Pal option for payment, your order will not be processed until we receive confirmation that the funds are deposited in our account.

Money Orders and Cashiers/Certified Checks
We accept money orders/certified checks in U.S. dollars from both United States and international banks. NO PERSONAL CHECKS PLEASE!
Once you have placed the order, mail your check with a printout of your order to:
eBodyboarding.com/BodyboardOutlet.com
1303 Calle Avanzado
San Clemente, CA 92673 USA

If the items in your order are in stock, your order will be shipped once we receive your payment, but please note that we do not process your order until your money arrives, so if an item in your order sells out before that time, we will notify you.

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* Tell me about credit/debit card purchasing information and security?
Our credit card processing system uses an "address verification system". It matches the name and billing address for the card with the one you give us, and if there is no match, we reserve the right to refuse the charge or request that you fax us a copy of your most recent credit card statement with the cardholder's signature on the statement. Your credit/debit card and other contact information is protected by Secure Socket Layer encryption. Bank debit/check cards with the Visa or Mastercard logo on them are acceptable.

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* What are eBodyboarding.com's return procedures?
There are no returns on certain custom items, pre-owned items, or if you bought an item of clothing and washed it, we cannot accept a return. Shrinkage is not a valid reason for returning clothing. There are also no returns on DVD's and videos once the shrinkwrap has been removed!

To return a product, please follow the steps outlined below.
1. Obtain an Return Authorization Number (RA#) within 30 days of the original ship date by emailing us or calling 1-877-eBoarding (1-877-326-2734 toll-free within the U.S.) or INTL:1-949-361-0848 during business hours. Alternately, you can simply log in to your account on our site and click the "return request" link.We'll respond via email with the return info.
2. Please provide the following information when requesting a RA#: Original order number (located on your receipt), name of product being returned, reason for return, your name, and if you want to exchange, refund or get store credit.
3. Verify that all merchandise is in the original packaging, undamaged, and sellable as "brand new".
4. For your protection, please insure the package and use a "traceable" shipping method such as UPS Ground, Parcel Post or Priority Mail with Delivery Confirmation, or Registered Mail for overseas shipments. You are responsible for any shipping damages that may occur.
5. Please use the cut out merchandise-return label, located on the back of your receipt or address the package to:
eBodyboarding.com/BodyboardOutlet.com RETURNS
1303 Calle Avanzado
San Clemente, CA 92673 USA

Merchandise must be returned within 10 days (21 days for international orders) of the issuance of the RA# at which time the RA# expires. Return shipping charges are the sole responsibility of the customer EXCEPT if an item is damaged* or we shipped the wrong item. In that case, you may be asked to ship the item back at your expense via a method that we specify, and we will credit your account for the return shipping costs at a maximum of equal to what we paid to ship it to you only. If getting reimbursed for return shipping costs, you must ship the item via a method that we approve in advance.

If you are shipping something back to us for a refund and it's not due to error on our part or damage, we STRONGLY urge you to insure your shipment. Customers are responsible for lost or damaged shipments to us.

If you return an item that had free shipping, we reserve the right to refund your money minus our cost to ship it to you (unless your return is due to damage or an error on our part).

If your order included free items, you must also return those!

eBodyboarding.com reserves the right to return any merchandise without a valid RA# to the customer. RA numbers are valid for 10 days from the issue date for domestic orders, and 21 days for international orders.

All returned merchandise must be in the original packaging. Product that is returned incomplete, used or damaged will not be accepted and will be return-shipped at the customer's expense.

30-day money back guarantee does not apply to special orders or pre-owned items, certain custom items, videos, and DVD's (unless videos/DVD's don't play properly).

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* Special information on returning bodyboards.
If you bought a bodyboard and had us install a leash, returns are not allowed unless the board is damaged or not what you ordered. Also, if returning a bodyboard for a refund, we ask that you return any free items that were included with the board before we can process the credit.

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* Do your products have Warranties?
Bodyboards - On most bodyboards, manufacturers have a 90-day warranty. Some have less. If you have a bodyboard that seems to be defective, we will do our best to help you obtain support from the manufacturer or make arrangements to repair/replace the product. NO bodyboard is covered for creasing under any circumstances, or for bubbling/delamination due to leaving the board in the sun or in a hot environment, and pre-owned items carry NO WARRANTY and NO REFUNDS! In many cases, the manufacturer can diagnose and resolve concerns over the phone. For more information, please call us toll-free at 1-877-eBoarding (1-877-326-2734) to allow us to assist you with these manufacturers, or you may call them directly.

Other products - Some items have manufacturer warranties. If you believe you have a warranty claim contact us right away and we will typically put you in contact with the manufacturer. They reserve the right to repair or replace items covered under warranty.

In some warranty cases, you may still be liable for paying shipping costs to get the board to the manufacturer.

Due to manufacturers' policies, eBodyboarding.com cannot accept returns or exchanges of certain products manufactured by the companies. These manufacturers deal directly with issues regarding their products and will repair or replace these products in accordance with their own policies. Contact information can be provided for each of these manufacturers.

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* Credits issued for returns.
Credit will be issued after we receive, inspect, and processe your return; however, your credit card company determines when the issued credit will be reflected in your statement. Please allow one to two billing cycles.

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* How do I use a coupon code or a gift certificate?
When you check out of our store, you will notice a section to enter a coupon code or gift certificate on the last page. Coupon codes are given at special times of the year and for store sales. If you or someone has purchased a gift certificate or if you have a coupon code, simply enter the entire code into the coupon feild on the last page of the check-out process and click "apply". The total price will now reflect the discount. If you have more than one gift certificate, please contact us.

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* Can I buy directly from you at your office or pick up my order at your office?
Absolutely. If ordering in advance, select the first shipping option (Picking up at your office...) and then call or email to arrange pickup and/or get directions. If you'd like to come to our office to make your purchase, just call us toll free to arrange that. We're at: 1-877-326-2734. Our hours are 10:30am-5pm Monday-Friday (excluding holidays), but be sure to call first as sometimes we have to come in late or leave early. Best time to come by is any day except Monday. Mondays are busy and we might not have as much time to give you the advice you need, but you're welcome any weekday.

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* What if an item is out of stock?
We hold orders until all products are in stock, so if you place an order that contains in-stock and out-of-stock items, we customarily hold your order until all the products are in. You are welcomed to request that we ship in-stock items right away, but in this case, we will then have to charge you to ship remaining items as they come in.
Occasionally we run out of stock in certain items and people order them before we have time to take them off the site. We apologize for any inconvenience this causes and we will always email or call you to let you know about the situation and give you options.

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* Why hasn't my order shipped yet?
There are a few reasons your order hasn't shipped yet.
-If you chose Pay Pal, money order or cashiers check as a payment method
-If you are picking up your order
-If your order is suspect, or we need to confirm some information about your order
-If you are a first-time international customer
-We hold orders until all products are in stock, so if you place an order that contains in-stock and out-of-stock items, we customarily hold your order until all the products are in.

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* What if my shipment gets damaged in transit?
While we strive to pack items to avoid damage, in rare cases shipments are mishandled by the carriers. The carrier is responsible for the item once we turn it over to them. We insure most shipments against damage, so if you receive a shipment and something is damaged, you MUST carefully follow the following procedures:
* Save the box and all packaging.
* Do not use the damaged item.
* Contact us via phone or email immediately (be sure to have your order number ready).
* Be prepared to describe the damage in detail on the phone AND/OR via email so we have a written/typed record of your complaint to show the carrier. If it is determined that the damage was shipping-related, we will file a claim with the carrier. They may need to inspect the damaged item AND the packaging. If it is determined by them that they are at fault, the damaged items will be replaced immediately as long as we have them in stock.


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* Colors of products that I order?
Colors of products in the pictures on our website DO NOT necessarily represent what we have in stock and we are not liable if you receive a color different from the picture on our site UNLESS that item has a color selector and you chose a color option. Photos of items on our site are generic photos of items provided by the manufacturer. Some items do not have color choices available. For those that do, please consult the color selector for that item to see what colors are in stock at any time.

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* How can I contact you to ask a question?
We are pleased to help you out, so if you have any questions, don't hesitate to email us any time at: info@eBodyboarding.com, or call toll free in the USA at: 1-877-eBoarding, or outside the USA at: 1-949-361-0848, or fax us at: 1-949-361-1690. We answer email 7 days a week. Our usual office hours are Monday-Friday from 10:30am-5:00pm Pacific Time, but we can sometimes be reached at other times. You can always leave a message for us and we will respond shortly. Our mailing address is:
eBodyboarding.com/BodyboardOutlet.com
1303 Calle Avanzado
San Clemente, CA 92673 USA

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