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FAQ's

  1. How do I return something?
  2. I found a lower price on another website.  Will you match it?
  3. Can I cancel my order?
  4. Will you ship outside of the United States?
  5. Is my order secure?
  6. Shipping times and costs?
  7. What is your privacy policy?
  8. Will I pay sales tax?
  9. Credit card processing questions?
  10. How can I check the status of my order?

How do I return something?

We will take an item back (except exhaust systems, color brake lines, special order items and clearance items) within 30 days from date of purchase as long as it is in brand new unused condition. Products that have been attempted to be installed are not considered in brand new unused condition. All returns are subject to a 20% restocking fee. Shipping charges will not be refunded. You must obtain a RMA (Return Merchandise Authorization) number before shipping the item back. You can get this number by emailing returns@surfsidemoto.com. We will issue a refund for the total amount of the item minus the restocking fee once it is received. Items returned without a RMA number, damaged, not in the original packaging, after 30 days or refusals will be rejected or discarded.

Please send all returns to the following address:

Surfside Moto

38372 Innovation Ct. #203

Murrieta, CA 92563

 

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I found a lower price on another website. Will you match it?

Yes! If you find a lower price on a product at any authorized online retailer, we will match their price. The price match is total price shipped to your door. Just email support@surfsidemoto.com with the item and the link to the website where you found the lower price. This does not apply to discontinued, irregular, special order or clearance merchandise, auction websites, or online marketplaces such as Amazon. Price match must be requested before the order has shipped.

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Can I cancel my order?

You may cancel your order if it has not yet shipped (excludes custom products such as colored brake lines and windscreens and special order items). However, if your item has already shipped from the manufacturer or distributor, a 20% restock fee will be applied to cover our return costs. If your order has shipped and you still want to cancel, you will need to get a RMA number (see above). Cancellations must be submitted in writing via reply email from original order invoice email.

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Will you ship outside of the United States?

Currently we ship internationally to Australia, Canada, Finland, France, Guam, Ireland, Isle of Man, Netherlands, New Zealand, Norway, Philippines, Portugal, Puerto Rico, Spain, Sweden, Switzerland and the United Kingdom. Please contact us at support@surfsidemoto.com to find out if we can ship to another country.

The customer is responsible for any additional import duties, fees, taxes or charges that may be applied to the shipment by customs in the destination country. We do not know what these charges will be, if any, and they are not calculated into the shipping costs.

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Is my order secure?

Yes. The security of your personal information is important to us. When you enter sensitive information (such as a credit card number) on our registration or order forms, we encrypt that information using secure socket layer technology (SSL).

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Shipping times and costs?

Shipping lead times are located on each individual product page.

Shipping costs can be calculated on the website after adding the item(s) you would like to purchase to your cart and then using the "Calculate Shipping" option in the mini-basket on the left side of the site or in your cart.

Products that are in stock ship within 24 hours on business days. We ship via UPS Ground and U.S.P.S. Postal Priority Mail. Items that qualify for free shipping will be shipped UPS Ground or U.S.P.S. Postal Priority Mail at our discretion. Some items are shipped directly from the manufacturer and may be sent FedEx Ground.

Orders valued over $200 or any order shipping to a suite, apartment or PO Box may require Signature Confirmation for delivery. This is done for customer security in order to to insure proper delivery of the items purchased.

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What is your privacy policy?

Your privacy is very important to us. Please click here to view our privacy policy.

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Will I pay sales tax?

As required by law, any order shipped within California will be charged 8% sales tax. If the order is shipping outside of California, you will not be charged sales tax.

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Credit card processing questions?

Our credit card payment processing software only accepts payments from credit cards issued from banks that support the Address Verification Service (AVS). The Address Verification Service is a tool designed by bankcard processors to assist in identifying potentially fraudulent credit card transactions. For every credit card authorization, AVS compares the billing address and ZIP code provided by the customer at the time of purchase to the address and zip code on file at the card issuing bank. AVS then returns a response code indicating the results of the comparison and accepts or declines the transaction.

Currently, most card issuers in the United States, Australia, Canada and the United Kingdom support the AVS. However, if your credit card is issued by a bank that does not support the AVS, the transaction will decline. In this case, please choose PayPal as your payment method at checkout and pay with your credit card through PayPal. A PayPal account is NOT required in order to complete your transaction this way.

Prepaid cards and gift cards are not supported by the AVS since there is no address associated with the card. If paying with a prepaid card, please choose PayPal as your payment method at checkout and pay with your prepaid card through PayPal.

Can I ship to an address other than the billing address of my credit card?

Due to changes in credit card billing policies and customer security, we can only ship to the billing address of the credit card being used to make the purchase. If the order must ship to an address other than the billing address of the credit card being used to make the purchase, please choose PayPal as your payment method at checkout and then pay with a PayPal account or your credit card through PayPal.

Why did my credit card decline?

Your credit card may be declined for various reasons such as:

  • Insufficient funds in your account
  • Name on card does not match name entered or name was spelled incorrectly
  • Billing address entered does not match the address on file with your card issuer
  • State entered does not match the state on file with your card issuer
  • Zip code entered does not match the zip code on file with your card issuer
  • 3 or 4 digit security code does not match the security code on file with your card issuer
  • Card issuing bank does not support the AVS (Address Verification Service)

Why was my card charged if the transaction declined?

Your credit card was not charged if the transaction declined. What you are seeing is the authorization placed on your account by your card issuer. Every time a charge is attempted on your card, the bank verifies the funds are available in your account and puts the dollar amount of the charge on hold. This is an authorization. If the transaction was declined, the authorization is automatically removed by your card issuer in 3-5 business days. However, every bank is different and it may take longer. We have no control over the time it takes for the authorization to be removed from your account and there is no way to prevent the bank from placing the authorization on your account if the order is declined.

When will my credit card be charged?

In most cases, your credit card is charged when your order has shipped. However, an exception to this would be an order that will ship directly from the manufacturer or a special order item that we do not normally stock. An authorization is put on your credit card when your order is placed.

If you have any further questions about a declined transaction, please contact us at support@surfsidemoto.com

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How can I check the status of my order?

To check the status of your order, you may reply to your order confirmation email or contact us at support@surfsidemoto.com

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