Customer Service

 How Can We Help?

Customer service is our number one goal and we will make one promise that you will hear from us before we hear from you!  Please keep in mind we only work 5 days a week so you won’t get a call on the weekend.  Now we can’t always foresee shipping issues so we won’t call you on these issues and you may have to call us on this, but we are here to help and we will go above and beyond to make your shopping experience a positive one!

Contact us any time Monday through Friday 8:30 am to 5:30 pm Pacific standard time.  Our retail store is open later, but be aware as they don’t always know the answers to online order questions.   Click Here for more Hansen’s retail store information.

Contact Us

Call Or Email

 Toll Free 800-480-4754

We are family owned and operated and really do care about our customers.   We don’t believe in a single customer service email as we feel like this is not personal and friendly.     Below are all the email addresses of the crew who make HansenSurf.com run.   So feel free to email any one of us at any time about order questions, product questions, or anything else you might have on your mind and we will get back to you as soon as we can.  Please note that our main customer service email is cs@hansensurf.com and will be monitored Monday Through Friday.  Personal emails may not be checked every day and if you send an email to multiple addresses you may get multiple return emails.

cs@hansensurf.com 

Lynnda W. – Order Questions lynnda@hansensurf.com  

Mallori K. – Special Orders Questions - mallori@hansensurf.com 

Robby S. – Photography Questions - robby@hansensurf.com 

Mason W. – Merchandising Questions - mason@hansensurf.com

Josh H. –  josh@hansensurf.com

 Shipping & Transit Times

Our shipping is super easy!  Order over $50 and we will ship your entire order free and we will include a return label in the package incase anything does not work.  If the return label is used we will deduct $5.90 from your return.  All exchanges are free and you can have 90 days to return anything.   We use all three major carriers (USPS, UPS, Fed Ex) and most free shipping packages under 3 pounds will ship USPS.   If you need something shipped by a certain carrier please email us and we will do our best to accommodate.    One last thing and this makes us mad as well, but we can’t ship Billabong, O’Neill, Rip Curl, Or Nixon outside of the US so call your American friend and we can ship it to him free of charge.

Shipping Charges

Orders over $50 will ship FREE if the shipping address is in the continental US.   Most orders that qualify for FREE shipping will be shipped USPS, but we do reserve the right to ship with whatever carrier we desire.   If you need to have something shipped by a particular carrier please email us, call us, or leave a note in the order and we will make this happen!

Oversized packages like luggage, surfboard bags, and any other unusually large orders may be subject to extra charges and we will call and email you before processing your order.

Handling times for orders are normally very quick, but if you need something shipped out ASAP then you should give us a call and we will make this happen for you.  Please keep in mind during the busy seasons like summer and the holidays handling times can potentially be as much as 72 hours.   If you call us we can push orders out ASAP.  Also at times products need to be special ordered and we will let you know very quickly if this is the case....we apologize if this is an inconveneince.

Credit Card Charges

All credit card charges on our site are handled with a simple authorization.  We will not charge your card until we ship your order.  Be aware that if you use a debit card it will show on your statement as if we have taken your money, but if for any reason we can’t ship your order that charge will go away within 5 to 7 business days.

Returned & Exchanged orders will be processed with in 5 business days of us receiving the package.   Make sure and fill out your return form as best you can and make a record of your return tracking and we will handle the rest.  Once a credit has been issued we will send you a confirmation via email with your credit information.

Privacy & Security

We will not sell or share any of your personal information.  We will use your information internally to help make your shopping experience a good one.  We do occasionally send emails