Frequently Asked Questions (FAQ)

Shipping

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 these countries, please check out your 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 business days) or Priority Mail (3-5 business days).
  • 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.

Updating/Canceling Your Order

Can I cancel my order?

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

Can I change my order?

  • Please email us about your update as soon as possible. Once your order is processed/shipped, we cannot change your order.
  • Orders placed on Facebook (Meta) and Instagram cannot be updated. Please Contact Us and send your order number if you want to cancel your order. Note any discounts applied to your order through these social media platforms will be voided and lost.

Can I change my shipping address?

  • Please email us your new shipping address as soon as possible. Once your order is processed/shipped, we cannot change your order.
  • Orders placed on Facebook (Meta) and Instagram cannot be updated. Please Contact Us and send your order number if you want to cancel your order. Note any discounts applied to your order through these social media platforms will be voided and lost.

Order Issues

Where is my order confirmation email?

  • Please check your junk/spam folder.
  • In most cases, customers have put an incorrect or different email address. Please verify and if you need to update your email, Contact Us and send your new email address.

Why is my order taking so long to ship?

  • We appreciate your patience with the shipping delays. Due to increased order volume and the impact of COVID-19, it may take longer than usual for your orders to be processed. We are working on getting orders out to you as quickly as possible. Once your order is processed and shipped, you will receive an email confirmation with your USPS tracking code.

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, please file a Police report IMMEDIATELY. Then, please email us your order # and all supporting documents from the Police report.

I received my custom bottle damaged. What do I do?

  • Please Contact Us and send us your order number and a picture of the box and damaged area.

My order was wrong. What do I do?

  • Please Contact Us and send us your order number and a picture of the items in your box.

I am missing items in my order, what do I do?

  • Please Contact Us and send us your order number and a picture of the box.

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

  • Please Contact Us and send us your order number and a picture of the damaged area.

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?

  • We will gladly accept online returns within 30 days of your order shipment date. No online refunds will be accepted after 30 days.  Returns will be processed within 14 days of receiving the returned merchandise.  Please allow 5-7 business days for the transaction to appear in your bank account. Items must be returned 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 and it will be at the customer’s expense.

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

  • Then follow the exchange process:
    • Place a new order for the item(s) you want.
    • Email Customer Service with your new and old order numbers immediately after, and we will waive standard shipping on your new order.
    • A refund for the original order will be issued once it is received, approved, and processed.

When can I expect my refund?

  • Returns will be processed within 14 days of receiving the returned merchandise.  Please allow 5-7 business days for the transaction to appear in your bank account.

Product Inquiries

Can I purchase a gift card?

  • An e-gift card can be purchased on our online store.
  • For physical gift cards, 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.

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. Then you can place your order.