Our Order Processing and Shipping Policy
Free Standard Shipping. This promotion is for any order over $130 that ships within the Contiguous United States. Shipping will be through UPS or USPS at our discretion.
Processing Time. Please allow for 2 to 3 business days to fulfill your order. Orders are processed Monday through Friday, we do not ship on Saturday, Sunday or Holidays. Once your order ships, you will receive an email notification confirming the shipment along with a tracking number.
In-store Pickup. We only offer this service for products stocked at our Valley Village location, if items in your cart are eligible, you will see the "Pickup" option at checkout. Once ready for pickup, you will receive an email notification. Pickup orders are only processed Monday through Friday, and will typically be ready within 4 hours. If an inventory inaccuracy arises and the product is found not to be available, we will contact you straight away.
We will hold your order for up to seven days, orders not picked up after seven days will be cancelled and refunded.
Tracking. Once your order has shipped, you will receive an email notification with your tracking number.
Out of Stock Items. Despite our best efforts, occasionally items do sell out. In this case, we will notify you within 1-2 business days of your order. In many cases, we may be able to get more from the manufacturer in the near future.
Please Note UPS Does not ship to PO Boxes, APOs or FPOs
Estimated UPS Ground Shipping transit time table
Our Return & Exchange Policy
We have a 21-day return policy.
This means you have 21 days from the date of delivery to request a return.
To be eligible for a return or exchange, item(s) must be in unused condition, free from signs of wear, with all original packaging and manufacturer tags affixed in their originally supplied manner. You’ll also need the receipt or proof of purchase.
Sale items.
Items purchased at a promotional discount or marked as "on sale" or "sale" are eligible for an exchange or store credit only, no refunds.
Exceptions / non-returnable items
We cannot accept returns on: Bikinis, Swimsuits, items labeled as “Final Sale”, Gift cards, Electronic gift codes, and tune services.
For rental Cancellations, please see our Rental Cancellation page for details.
valsurf.com/rental-cancellation.
Return Shipping
For correctly shipped items, return shipping cost will be the responsibility of the customer.
Val Surf is not responsible for damaged or lost items in return transit.
Damage or incorrectly shipped items
Please inspect your order upon delivery and contact us within 3 days of delivery if the item is defective, damaged or if you receive the wrong item, so we may work with you to quickly resolve the issue. Use our site contact us form or email answers@valsurf.com to reach out.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
Once your return is delivered to Val Surf, please allow 1 to 3 business days to process a return.
We will inspect your return, then let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 3 business days. Please remember it can take up to 7 days for your bank or credit card company to process and post the refund.
Any shipping charges you may have incurred are not refundable.
Starting a Return
If you're in the area, you're welcome to visit one of our four retail locations to return your item.
Alternatively, you may start a return directly from our website, just click the Login link on our website, enter the email you provided during checkout and click continue, you'll then receive a code via email, use this code to complete the Login process. Once logged in you will notice your order history, select the order and designate items you wish to return, then submit the request.
Please Note: For returns that have been approved through our online system, you will have 7 days from approval to ship the item(s) back to us.
If you have any questions or concerns, don’t hesitate to contact us! Just click the Contact Us link at the top right of our website, or email answers@valsurf.com.
Customer service hours are 9am-4pm PST Monday-Friday. Message us anytime, day or night, and we will make every effort to respond as soon as possible. Email allows us to address your concerns most efficiently, as we’re not always able to get to the phone right away.