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Hansen’s Customer Service
We want to help you.
And we want you to feel a part of the family. Customer service starts with a positive customer experience whether you’re in the shop, on the phone, or online. We want to deliver the best experience whenever we get to talk with you. Please keep in mind we only work 5 days a week and treasure weekends off, so we will be in touch with you as soon as we are back in on Monday mornings if you try to reach us Saturday or Sunday. But rest assured you will hear from us and we are excited to assist your every need.
Please, contact us anytime Monday through Friday 9:00am to 6:00pm PST. Our retail store hours are later so you can always come in, but if you have online order questions, calling during office hours will be best.
Click Here for more Hansen’s retail store information.
Call Or Email:
Toll Free 800-480-4754
Because every family member brings something special to the mix, we don’t believe in one universal email address to lump all of your messages together. Below are all the email addresses of the crew who make Hansen Surf online run smoothly. Feel free to email any one of us at any time about order help, product questions, or anything else you might have on your mind and we will get back to you as soon as we can.
General Customer Service - firstname.lastname@example.org
Lynnda W. – Order Questions email@example.com
Mallori K. – Special Orders Questions - firstname.lastname@example.org
Robby S. – Photography Questions - email@example.com
Mason W. – Merchandising Questions - firstname.lastname@example.org
Josh H. – email@example.com
Please note: our main customer service email address is firstname.lastname@example.org 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 the whole team responding to you. Be careful what you wish for.
Our shipping policy is super simple!
- If your order is time sensitive please give us a call, we love talking to our customers.
- Orders are processed Monday-Friday
- We try to process orders ASAP, but sometimes that can take up to 48 hours.
- Most items are shipped directly from our single store here in Encinitas, California.
- Free shipping in California shouldn’t take more than 3 days in transit.
- Free shipping outside of California can take up 5 days in transit.
Phone: 800-480-4754 ext. 2
Shipping & Transit Times:
We want shipping to be easy for you! Any order over $50 and you will receive FREE shipping, plus a return label in case you any of your items do not work out. If the return label is used we will deduct $5.90 from your return. You have 90 days to return anything and all exchanges are free. 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 are not able to 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.
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 busy seasons, like summer and the holidays, handling times can potentially be as much as 72 hours. If you call us, we will do our best to push your order ASAP.
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 the card has been charged, but if for any reason we can’t ship your order that charge will go away within 5 to 7 business days.
Returns & Exchanges:
Returned & Exchanged orders will be processed within 7-10 business days of us receiving the package. We will include a return label and form with each order. If you need to use the return label, we'll deduct $5.90 from your order returned for return postage. The return label may not be used for shipments from Hawaii, Alaska, Puerto Rico, Canada and all other international shipments or over-sized packages. Make sure to 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.
For faster service please write your order number on the outside of your package for return/exchange
All returns must be completed withing 90 days of receipt
All merchandise returned after 90 days will be issued a store credit or the item will be exchanged
All returns/exchanges need to have the original tags