Shipping & Returns Policy
SHIPPING POLICY
All board packages are shipped within 5-7 business days of placing your order. Saturday and Sunday are not considered business days. NOTE ABOUT HOLIDAYS - Holiday shipping may take longer, so order your board in advance.
REFUND POLICY
Our NO QUESTIONS ASKED policy lasts 60 days. If you are not completely satisfied with your XTERRA package then please contact us for a Return Authorization Form in which you'll place in your box and send to us at: XTERRA BOARDS, 7810 Trade Street, Suite 200, San Diego, Ca 92121. ALL BOARDS MUST HAVE A RETURN AUTHORIZATION FORM. If 60 days have gone by since your purchase, you will need to contact us directly at info@xterraboards.com.
All returns and exchanges must meet all of the following conditions:
- The original purchaser of the item must submit the return or exchange and provide proof of purchase.
- Returns and exchanges must be sent back in a clean, dry, properly folded, and in undamaged condition in the original packaging within 60 days of the date received; otherwise, the return can’t be processed.
- The item has not been permanently altered or used for anything other than its intended purpose.
- The item has not been damaged or abused.
- Do NOT send it wet, damp, dirty or sandy.
Whether you decide to send back your item for a refund or an exchange, you are responsible for the shipping cost back to us. Returns and exchanges must be sent back in a clean, dry, properly folded, and in undamaged condition within 60 days of the date received; otherwise, the return can’t be processed. If you decide to exchange your item for a different size and/or model, we will cover the cost of FedEx ground shipping back to you; if you’d like to expedite the shipping, you are responsible for additional fees. Please do not send your purchase back to anyone other than XTERRA BOARDS.
Refunds (if applicable and within the 60 day period)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.Late or missing refunds (if applicable)
Contact your credit card statement or bank statement to see if the refund has been processed. If you do not see a refund after 5 business days, contact us at info@xterraboards.com.Used & Sale items (if applicable)
Only regular priced items or items purchased with a valid discount code may be refunded. All showroom sale / used items are FINAL sale.
Exchanges (if applicable)
We only replace items that are defective or damaged. Please contact us and provide accurate information before sending in the item for an exchange.Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.Shipping
To return your product, please mail your product to:You will be responsible for paying for the shipping costs on any returned item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
We are here to help you solve your problem or concern with our boards, please message info@xterraboards.com.
ONLINE WAREHOUSE SALE POLICY
Items purchased during a “warehouse sale” or any sale or promotional event that has terms of “no returns or exchanges” are not eligible for inclusion into the above listed policies.