SHIPPING + RETURNS
Customer satisfaction is extremely important to us
We are happy to help you with an exchange or refund if the product you order online is unsatisfactory, meaning not what you ordered or damaged.
All items bought on sale are final and can not be returned.
We offer exchanges, store credits and returns to credit cards.
No cash refunds.
Credit must be applied to the same card used during initial transaction.
No returns on boards or sunglasses.
To make a return the item must still have the tags attached and be in the same, new condition as when we shipped to you.
All clothing/accessories/hard goods returns must be made within 15 days and are subject to a thorough inspection before we issue a refund.
All swimwear returns must be made within 7 days and all tags and hygienic liners must be in tact and still attached.
We will contact you once the product condition has been determined.
We reserve the right to deny the return of any product that appears to have been used or mishandled.
The customer is responsible for prepaid shipping of the product back to our store.
If you are exchanging and need another item sent, we will ship this exchange free of freight one time only. Continuous exchanges will be the responsibility of the customer.
If you need help with a size recommendation to avoid various exchanges, please call or email us and we would be happy to provide our expertise on sizing.
Missing or Damaged Items-
At Whalebone Surf Shop, we take great care in ensuring every order is packed accurately and securely. We use weight-verified shipping and internal documentation to confirm all items are present before they leave our facility.
1. Order Inspection & Reporting Window-
Upon delivery, customers are responsible for immediately inspecting the package.
- Timeframe: Any claims for missing items or shipping damage must be reported within 48 hours of the delivery timestamp provided by the carrier.
- Late Reports: Claims made after this 48-hour window may not be eligible for replacement or refund.
2. Mandatory Documentation for Claims
To process a claim for a missing item from a delivered package, you must provide the following evidence:
- Order Number and Packing Slip
- Photos of the External Packaging: High-resolution images of the shipping box from multiple angles, showing any signs of tampering, crushing, or resealing.
- Photos of the Internal Packaging: Images of the box's contents exactly as they were received, including all packing materials (bubble wrap, paper, etc.).
- Photo of the Shipping Label: A clear, legible photo of the original shipping label on the box.
ReferralCandy +3
3. Investigation Process
Once a claim is submitted, we will conduct an internal audit:
- Weight Verification: We compare the carrier’s recorded "shipment weight" against our internal product weight logs. If the recorded weight confirms all items were in the box at the time of transit, the claim may be denied.
- Video Review: We package items in a location that is recorded with our security surveillance cameras. We will review the video to ensure that all items included in the order were included in the package.
- Tamper Check: If the packaging shows signs of being opened or tampered with during transit, we will file a claim with the carrier on your behalf.
Call: 252-441-6747 or email [email protected]
Please ship items back to:
PO BOX 607
Nags Head, NC 27959
Please include a copy of your invoice or packing slip with your name and telephone number if not already listed.