Shipping and Returns


Who am I buying from?

  • Your purchase is with East Side Surf Shop. Our site is powered by Exchange Collective which allows us to offer you an expanded inventory.

Who is Exchange Collective?

  • Exchange Collective is our partner company that helps power our site in order to provide you more buying options. We work hand in hand with them to insure you the best selection and customer service.

Who Ships my order?

  • All orders of non-East Side brand products placed on our website are shipped directly from the brands. Your order confirmation email will notify you of where your product(s) is coming from.

When will my order ship?

  • We require our Brands to ship within 2 business days of receipt of the order. We encourage our Brands to ship as quickly as possible so your order may be shipped the same day. You will receive an email with tracking info once your item(s) have shipped.

Can I get faster shipping?

  • Right now all orders placed on our site are shipped via ground. For orders under $75 there will be a flat fee of $7. Any order over $75 will receive free
  • Why? Because your orders are being shipped directly from the Brand(s) we want to make sure no mistakes happen. Ground is the safest way to make sure you get what you order. As soon as faster options become available we will let you know.
  • If you are in a rush just give us a call at 757-430-0245 ext. 300 and we will do our best to get it to you as quickly as possible.

What if the item I ordered is not what I received?

    • Unfortunately mistakes do happen and we will do whatever we can to make it right.
    • Email{your email address} with your order number so we can make things right as soon as possible.

What if I received an Out of Stock email?

  • This means that one of the brands you ordered from did not actually have it in stock. You will not be charged for any items that don’t ship to you.
  • Exchange Collective monitor our brands inventory on a regular basis to keep our online inventory up to date. In the rare case a brand does run out of an item you will automatically receive a refund.

How do I do a return?  {you can put your own policy here}

Our hassle-free 30-Day Money-Back Guarantee is designed to give you peace of mind.

Changed your mind? Not 100% satisfied with your purchase? Return the product(s) within 30 days and we will happily refund the purchase price.

  1. Email us at {your email address}
  2. We email instructions for returning your product.
  3. Ship your unused product in its original packaging to the address identified in the email.

Please Note:

  • Original delivery fees are refunded only if returns are for: defective products, products not described accurately or incorrect orders.
  • We recommend using a track-able shipping method when returning your items.
  • Individual products may be excluded from this guarantee. Check the product description before you place your order.

Returning Merchandise

  • The refund will be for the full purchase price of the returned items unless otherwise noted. You will be notified by email upon receipt and processing of the returned product.
  • Shipping and handling fees will not be refunded unless the return is due to a defective product, inaccurate product description or an incorrect order. Email {your email address} initiate your return. Upon confirmation of any of these reasons you will be compensated for any return shipping costs.
  • A refund for the returned items will be applied to the original payment method used. Refunds will be applied within 5 to 10 business days from the date the return was received.
  • If there are any applicable re-stocking fees they will be displayed on the final checkout screen when you complete your order and will also appear on the packing list.

Defective Items

  • If you receive defective merchandise, please email us
  • Damaged Items
  • If an order arrives to you with obvious shipping damage please refuse the delivery. If you have accepted delivery and then find shipping damage, please call Exchange Collective immediately using the contact information included with the order.

    Please save all packaging material and paperwork if damage in shipping has occurred to receive credit for the return.

Limits of Responsibility

  • We are not responsible for user-initiated damage and/or loss of parts incurred during the operation or use of the product(s) you purchased.
  • We pride ourselves on our customer service and we are happy to assist in the return process. Please don’t hesitate to contact us with any questions or concerns you may have. Thank you in advance for your business.


Additional non-returnable items: 
- Gift cards 
- Downloadable software products 
- Some health and personal care items 

Refunds (if applicable) 
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) 
If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. 
Next contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us at {your email address}. 

Exchanges (if applicable) 
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at

{your email address} and send your item to: {your address)
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. 

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return. 

To return your product, you should mail your product to: {your address}

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. 

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.