Frequently Asked Questions (FAQ)


Where do you ship?

  • We ship everywhere in the U.S. and internationally except Europe, Japan, Australia, New Zealand, and Brazil.
  • If you are a resident of one of the countries we don't ship to, please check out their local T&C Surf Designs store.

How long does it take to ship?

  • Domestic: Standard shipping for orders in the U.S. via USPS First Class (4-5 business days) or Priority Mail (3-7 business days).  We do not offer Express Shipping at this time.
  • International: Allow 8-12 weeks for your order to arrive, depending on destination and customs processing. 

* These are estimated delivery times given by USPS, but nothing is guaranteed. Once packages leave our facility, T&C Surf has no control on delivery time/process.

Updating/Canceling Your Order

Can I cancel my order?

  • Please email us about your cancel request as soon as possible. Once your order is processed, we cannot cancel your order.

Can I change my order?

  • Please email us about your update as soon as possible, we will try our best to edit your order before our fulfillment team processes your order. Provide detailed information you would like changed to your order. Once your order is processed, we cannot edit your order.

Can I change my shipping address?

  • Please email us your new shipping address as soon as possible and we will try to edit your information, but no guarantees.  Customers are responsible for all information inputted at checkout.  Once your order is processed/shipped, we cannot edit your order.

Order Issues

Where is my order confirmation email?

  • All confirmation order and shipping updates are sent via email.  Please check your junk/spam folder as well.
  • In some cases, customers have put an incorrect or different email address. If you need to update your email, Contact Us with your correct email address information.

Why is my order taking so long to ship?

  • We appreciate your patience with the shipping delays. Once your order is processed and shipped, you will receive an email confirmation with your USPS tracking code.  Please note we have no control over USPS delivery process/times but we'll continue to monitor the status of your order.

My USPS tracking says, “delivered,” but I didn’t receive anything. What can I do?

  • Please check with your local post office and neighbors to see if they are holding your package. In some cases, the shipping address provided is invalid. In which the parcel will be sent back to our warehouse. If your package is lost, please Contact Us with your order number for next steps.

* Once packages leave our facility, T&C Surf has no control over delivery time/process.

My USPS tracking says “delivery failed,” what does that mean?

  • In most cases, the shipping address provided by the customer was invalid, so the package will be sent back to our warehouse. You can request a partial refund (shipping excluded) or reship your package if this occurs. For re-shipping, we will invoice you for the new shipping fee. Once that is paid, we will resend your order. Please Contact Us and advise if you would like a refund or for us to resend your order.

What happens if my package is lost or stolen?

  • If your package is lost or stolen upon delivery, please contact us immediately with your order number. We will file a claim on the customer’s behalf. The customer will need to verify the claim. Once completed, we will work on processing your refund. Failure to meet these requirements will be at the customer’s loss/expense.

    My order was wrong or missing an item. What do I do?

    • Please Contact Us with your order number and a picture of the items you received.

      The item I received were damaged/defective. What do I do?

      • If an item comes damaged as a result of shipping, please Contact Us IMMEDIATELY. DO NOT discard the shipping box/package to facilitate the investigation process if necessary. In your email, please include your order number and pictures of your damaged box/package and merchandise.

      Return & Exchange Policy

      I purchased items from your retail location. Can I make a return online?

      • Unfortunately, orders made in-store cannot be returned online. You can either visit one of our retail stores or Contact Us for next steps.

      I purchased items online. Can I make a return at one of your retail locations?

      • Yes, you can return/exchange items purchased on our online store. You will need a copy of your invoice. The item must be in NEW (unused, untested, original tags, and resalable) condition. Generally, as a rule-of-thumb, you return the items to us the same way we sent them to you – in the same condition and with all original contents.  If we receive items in conditions that don't meet our return requirements, we will decline the return.

      What is your return policy?

      • Your satisfaction is our top priority. If for any reason you are not completely satisfied with your purchase, we will gladly accept returns within 30 days of your order shipment date. NO REFUNDS will be accepted after 30 days. Returns will be processed within 14 days of receiving returned merchandise.
      • Items must be returned in NEW unused, untested, original tags, and resalable condition. If we receive items in conditions that don’t meet our requirements, we will decline the return and it will be at the customer expense.
      • Customers are responsible for return shipping costs. 
      • Initial return, here.

        What is your exchange policy?

        • We will gladly accept online exchanges within 30 days of your order shipment date. Please send back your unwanted items to the following:

        T&C Surf Customer Service
        Order # ____
        99-807 Iwaena Street
        Aiea, HI 96701

        • Initial exchange, here.

          When can I expect my refund?

          • Returns will be processed within 14 days of receiving the returned merchandise.  Refund could take up to 30 days to show amount on your account, depending on your bank.

          Product Inquiries

          Can I purchase a gift card?

          • An e-gift card can be purchased on our online storePlease note, e-gift cards can only be redeemed through our online store.
          • For physical gift cards to use at our Retail Stores, please visit one of your retail locations or Contact Us for next steps.

          I can’t find my e-gift card. What can I do?

          • Please Contact Us and send us your order number or email associated with your purchase.

          How do I know which size to get?

          • See our size guide:
          • If your size is not available, please Contact Us and send us a link to the item(s) with the sizes.

          Why does the same style/size of clothing fit differently?

          Along with our Hawaii apparel, we also carry clothing lines from our Australian and Europe stores that may have a different cut and fit. Please refer to our Men and Women size guides for more details.

          The item I want is out of stock. What can I do?

          1. Contact Us, send a link to the item(s) and list the color and size in your email. We will check if the item is available at one of our retail locations.
          2. If the product is available, we will work on transferring the item(s) over to our online store.
          3. In the meantime, go to the item page on our website, and click on your preferred color and size. Then click the 'NOTIFY ME WHEN AVAILABLE' button.
          4. We will send you an email when the item is restocked and available for purchase.

          If you have any other questions, please get in touch with us by emailing