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Frequently asked questions


If talking to a real-life human is more your thing, you can reach our Customer Happiness Team via email (below).

How can we help?



What payment methods do you accept?

We accept the following credit cards: MasterCard, Visa, American Express and Discover & Gift Cards. We also accept payment by PayPal, Amazon Pay Or Affirm. If you decide to use either of these three methods, you’ll be taken to either the PayPal, Affirm or Amazon Pay website, where you’ll be prompted to log in and process your payment. You’ll then be directed back to our merchant website once your transaction is complete.

Where is my refund?

We aim to process refunds within three days of an item being returned to us.

Please note, however, that your bank may take several days to process
the payment back into your account. With that said, please allow up to
ten working days after posting the item back to us before getting in
touch about your refund.

We’ll contact you by email to let you know when your refund has been processed.

Can I pay on a payment plan?

Yes, with our payment partner Affirm, if eligible, you can split up the payments on your order.


Can I cancel my order?

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via,we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.

Can I place an order without creating an Account?

Yes. You can place an order as a guest with no obligation to create an account.

We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time.

It’s quick and easy to create an account. Just visit and follow the instructions on-screen.

What size should I buy?

If you’re not quite sure which size is right for you, refer to our size guides. They’re located underneath the available sizes for each of our products.

Where Is my order confirmation?

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

Shipping, Returns & Exchanges

We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.

What is the shipping policy?

Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.

*Some orders might take a little longer than usual following a weekend,
public holiday or a massive sale event such as Black Friday.

Do you ship overseas?

Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout.

What's excluded from free shipping?

Due to some items having oversized fees, these select items are excluded from free shipping.

  • Surfboards
  • Bikes
  • Snowboards
  • Complete Skateboards
  • Roller/Inline Skates
  • Bodyboards
  • Skim Boards
  • Beach Chairs
  • Umbrellas

Some other exclusions may apply.

Can I return or exchange an item?

You can absolutely return your item to us, within 30 days after receiving it, as long as it’s undamaged, unused and contained in its original packaging with all tags and labels attached. With our new Returns/Exchange platform, now it's easier than ever to exchange an item. 

Start A Return

How do I return an Item?

First, You'll need your order number - This can be found on the top of your order confirmation email and will start with your order number
(#xxxxxx). Click the link below to access our super easy online returns center!

Start A Return

What do I do if I lose my return note?

We send return notes by email, so if you can locate the email we sent you, simply print off a new one. If you can’t find this email, please get in touch and ask for it to be resent to you.

My order has arrived but It’s not as I expected. What can I do?

In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team
via with the details

How long does it take to return an item?

This depends on the carrier or shipping method that you choose when returning your item. Once we receive your return, we’ll notify you by
email. We aim to process refunds within three days after receiving the item into our warehouse, but it can take several days for your bank or
credit card provider to process the refund into your account, or onto your card.

Free Returns & Exchanges?

Website orders are given the option of purchasing $3.97 Return Protection, or Re:do. This protection offers a FREE return shipping label should a customer need to return their item(s).

Customers who do not purchase the Return Protection are responsible for the Return Shipping Costs.

Gift Cards

Do you sell gift cards?

Yes, we do. These are issued electronically by email and each contains a unique reference number. Our gift vouchers are ideal if you’re not sure what to get that special person in your life. Simply buy a gift card instead for the value of $10, $20 or $50

Please check your mailbox’s spam or junk folder before contacting in case the gift card has been diverted there.

Subject should look something like New Valutec Card - Order #xxxxxx

How do I redeem my gift card?

This is redeemed at checkout. If you have gift card with a Card Number & a PIN number, There is a green link titled +Use the physical gift card number below the Gift Card or Discount code entry. 

On Mobile It's actually hidden unless you click Show Order Summary. Should show up right after that.

Gift Card Isn't Working?

If the gift card has a pin number, click the green link that says "Use the physical gift card number" in the Cart/Checkout section and enter in the card info.  

On mobile, click Order Summary on the top of the cart/checkout section and it will expand with the same information as in the desktop.  

If that link doesn't show up you are most likely using Safari on
desktop and for some reason it doesn't up or not supported at this time. If you use a different browser it should work perfectly. 

Do your outlets accept Gift Cards?

Unfortunately we do not accept gift cards due to our outlets not having the appropriate systems to redeem Gift Cards. 


Do you do Rentals?

Yes We do at these locations only. For Bodyboards & Surfboards Only. 

  • Huntington Beach
  • Newport Beach
  • Dana Point
How much is it to rent a Surfboard?

Surfboards rentals are

  • $15/hour
  • $40/day
Do you do Wetsuit Rentals?

Unfortunately we do not offer wetsuit rentals anymore. 

How much is it to rent a Bodyboard?

Bodyboard rentals are

  • $5/hour
  • $15/day

Rewards (App Card)

Are reward points applicable online?

Unfortunately points are only redeemable In Store. 

How do I check My Rewards?

You can check your rewards point simply by logging into your account. 

Log In

Retail Stores

Can I return my online purchase in store?

Of Course you can silly! But Please make sure to submit a return request Here before heading into the store. 

Once submitted, just skip the return label and shipping instructions and head into the store with you items instead. 

Please make sure to have your Order# and/or RMA# ready for the sales associate.

Do I need a receipt?

If you are returning an item in store, Original sales receipt must be present at the time of return or exchange .

How do I apply for a job?

Looking to join our team? We are always accepting applications!  

Follow the link below to begin

Click Here To Apply

Where Can I find Your Store Hours?

Looking to see what time we open? No problem we have a web page entirely for that. 

Follow the link below for store locations & hours.  

Locations & Hours

International (Outside of the U.S.)

Do you ship outside the U.S?

Yes We ship Internationally! We ship to pretty much every Country!

To avoid going through the whole checkout process, In the cart right below the subtotal there is a shipping calculator that will let you know if we ship to your country as well as shipping rates!

How long does shipping outside of the US take?

Depending on your location international shipping times can vary, it also depends on factors like local customs clearance times. All our international orders are shipped via FedEx . All the tracking details will be emailed to you once your package is dispatched from our
warehouse. (Usually within 1-2 business days)

Do I have to pay Customs or Duty Charges?

All International Orders may and most likely will be subject to Customs Duties, Tariffs, VAT’s and any other fee your country charges.

Check with your Customs Office to clarify what fees will be charged to your order.

Jack’s Surfboards does not incur any of these fees.

FedEx or USPS will charge you these Fees when the package is delivered or picked up.

Are there any exclusions for International Delivery?

We are unable to ship the following items internationally

  • Surfboards
  • Surfboards Bags
  • Bicycles
What If I want to return my order?

International customers are responsible for all shipping charges, including exchanges. 

You will be held responsible for the return shipping costs if the package is sent back for any reason.

What if my billing address is International but shipping to the US?

We do not accept credit cards with international billing addresses; you must use PayPal or Amazon Pay to complete your checkout.

My Card got charged but didn't get any order confirmation?

Most of the time when it comes to international credit cards your card will most likely get declined and show up as a transaction on your end.

However it is a declined transaction and we are unable to anything on our end.

It typically takes about 5-10 business days to drop from your bank statement so please be patient

Get in touch

Have questions about your order, or a general enquiry?