Help Center - Every Thing You Need To Know About Shopping At HansenSurf.com
WHO ARE WE AND WHAT DO WE STAND FOR?
Hansen's is a family owned business since 1961 and proudly stands behind the products that we sell. We want to bring the surfing lifestyle to everyone that visits hansensurf.com. We feel that the relationship with our customers is the most important part of doing business. This is why we have no problem doing what ever it takes to satisfy every customer we do business with. Please contact us at cs@hansensurf.com or call us toll free at 1-800-480-4754 if you are unsatisfied with the product you have purchased or have any questions about Hansen Surfboards Inc. and it's On-line store.
Why Did My Item Get Backordered?
We do not run a live online inventory and we also show many products that are not available in our store and will be ordered directly from the vendor. We do this to provide you with a better selection of products and also to help our customers have access to hard to find products. If you need your order by a certain date please call our 800 number or email us at cs@hansensurf.com and we will be more than happy to provide you with shipping and transit times.
Can I Return My Order or Exchange My Order?
All orders are fully returnable within 90 days of the order being received. We will only return items for full credit if they have not been used. Other situations will be handled with an exchange or by issuing store credit. All exchanges are free!!!! Just fill out the return form with the information having to do with your exchange and we will handle it from there. When we get the package back we will make the exchange and ship it back to you free of charge. If the item is sold out we will contact you with the available options. Remember if you order over $75.00 in HansenSurf.com product we will include a free USPS or UPS return shipping label with the order. Please just fill out the return form and place the UPS return shipping label on the package being returned and drop it off at the nearest UPS store. It is really just as simple as that!
*PLEASE NOTE* Surfboard bags and surfboards are not eligible for return shipping.
What Are The Shipping Options And Charges?
HansenSurf.com offers many different shipping options and charges. We also offer free shipping both ways on most orders over $75.00. For all shipping information CLICK HERE.
WHEN CAN I PLACE AN ORDER OR GET IN TOUCH WITH CUSTOMER SERVICE?
You may place orders on-line 7 days a week 24 hours a day! If you would like to speak with one of our friendly internet representatives you will need to call us between the hours of 9 am to 5 pm. When calling the 800 number, please inform the person answering the phone that you have an internet-related question. If no internet representatives are available, please ask them to transfer you to the web manager's voicemail and we will contact you as soon as possible. We strongly recommend e-mailing us at cs@hansensurf.com if you are unable to reach an internet representative.
WHAT SHOULD I DO IF I AM HAVING TROUBLE ON THE WEB SITE?
The Internet is new to most of us and at times the technology does not work as we planned. If you ever run into problems or get confused while navigating through the site please don't hesitate to give us a call and one of our web guys can give you a hand.
DOES MY CREDIT CARD GET CHARGED WHEN I PLACE AN ORDER?
NO! All orders placed at hansensurf.com get a pre-authorization that holds funds on the card for 5 to 7 business days. After that time if the order has not been shipped the authorization will no longer appear on your credit card statement and the funds will not be captured.
WHAT HAPPENS AFTER I PLACE AN ORDER?
All orders will take from 24 to 72 hours to process. We will ship all expedited shipments first and then all ground services. You will receive an order confirmation minutes after your order is placed. Within 24 to 72 hours you will receive a second email with your tracking number or an email indicating the item is backordered. If the item is backordered you will recieve a third email with an approximate ship date. Backorderd items will be charged and shipped the minute they arrive. HansenSurf.com will ship all backordered items ground and will take care of all frieght charges.
DO WE SHIP INTERNATIONALLY?
We currently accept orders from and ship to Australia, Brazil, Canada, Finland, France, Germany, Ireland, Japan, Mexico, New Zealand, Norway, Puerto Rico, Spain, Sweden, Switzerland, the UK, and the US. However, Hansen Surfboards has signed licensing agreements with certain companies, which restrict us to only selling their product in the US. All international orders will be charged a minimum shipping charge of $40.90 dollars. These orders will be shipped USPS Global Priority and may take as 5 to 10 business days in transit. HansenSurf.com is not responsible for any internation taxes and tarrifs.
WHEN WILL I SEE A CREDIT BACK TO MY ACCOUNT?
We will notify you that your return has been made and the credit has been issued by e-mail. These credits can take a full two billing cycles to show on your statement. If you have questions concerning a credit please email cs@hansensurf.com
What Are Hansen Surfboards Inc. Privacy Policies?
WE RESPECT YOUR PRIVACY! For more information on these policies please CLICK HERE.