FAQ
Frequently Asked Questions:
What type of payments do you accept?
We accept the following forms of payment for online purchases:
• Visa
• Mastercard
• Discover
• American Express
• Paypal
• Amazon Pay
• Google Pay
• Afterpay
Do you charge tax?
Arizona, California, Florida, Illinois, Maryland, New York, and Pennsylvania require a sales tax charge. On orders shipped to Florida, we are required to charge freight tax.
For international orders, duties and taxes are not included at the price at checkout. Surf The Unknown cannot reimburse customs in any capacity and is not liable for reimbursing or refunding customs or international costs that may occur. Please check with your local customs before placing your order.
How can I track my order?
Once your order has been processed, you will be sent an email with your shipping confirmation and tracking number. If for some reason you do not receive the email confirmation, check your spam and promotion folders. If you still can’t find it, please email us at surftheunknown@gmail.com
How can I change or cancel my order?
We process orders as soon as they are placed. If there is a change, please contact us right away to see if we can make any adjustments. We will do our best but cannot guarantee we will be able to make any changes.
Where does my order ship from?
All shipping comes from Los Angeles, California
What shipping carrier do you use?
We ship orders through UPS, Fedex, DHL and USPS
When will my order ship?
Your order is shipped within 2 days of placing the order.
What countries do you ship too?
We are a global brand and ship to most countries.
Do I have to pay duties and taxes?
All international packages may be subject to duties and taxes and is not included in the price at checkout. Surf The Unknown cannot reimburse customs in any capacity and is not liable for reimbursing or refunding customs. These fees are charged by the county of import so we have no control over any customs/duties fees associated with your order. The limits for duty-free packages are established by your local customs authorities. Please check your local customs website for more info: https://www.
At this time, we do not have the ability to estimate taxes and delivery before delivery.
Canadian customers can use this link to estimate Duty & Taxes: http://www.cbsa-asfc.
Duty is a tariff payable on goods imported. Your ship-to country collects duty and taxes on imported goods, on behalf of the Government. The rates of duty are established by the Department of Finance and can vary significantly from one product to another and one country to another. Customs and duties are based on various factors, but specifically: Country of Origin (manufacturing and textiles), and value of an item (original value, even if the item is on sale).
There can be additional fees upon delivery beyond taxes and duties.
Who should I contact with questions about my international order?
Please email us at surftheunknown@gmail.com with any questions or concerns with your international order.
My package is lost, what do I do?
If you have checked around and still can’t find your package, please contact us at surftheunknown@gmail.com with your name and order number and we will try to locate the package for you.
Do you ship to PO Boxes?
We do not ship to PO boxes at the moment. Please enter a physical address for shipping.
Do you ship to international PO boxes?
Sorry, we cannot ship to international PO boxes at this time. If you entered an international PO box in your shipping address we will reach out to get a different shipping address to use.
How can I get faster shipping?
Please check our shipping options by sending us a quick email at surftheunknown@gmail.com so we can check on expediting your delivery.
How long does it take to receive my package?
Packages usually take 4-7 business days to arrive.
How do I check on my order status?
Log in to your account and go to order history. You can check the status of any order placed here. If you are already logged in, click on order history to be taken to the page. If you checked out as a guest, please go to your email confirmation which contains a link that will take you to your order page.
How do I use a promo code or gift card?
Go to your cart and click on checkout. Once you reach the checkout page, you will see a gift card or Promo code field. Enter your code here and click apply.
What do I do if the promo code or gift card isn’t working?
Make sure there are no typos then check the promo code to make sure the offer is still valid and applies to the items in your cart. If you are still having issues, please reach out to surftheunknown@gmail.com
Can I use more than one promo code on my order?
We only accept one promo code per order.
What promo codes are available?
When you sign up for the Surf The Unknown Club, you will be emailed promo codes and different discounts throughout the year. We cherish your business and offer you promo codes for your birthday and anniversary as well. Make sure to keep an eye on your email for future promo codes.
I didn’t receive my promo code, what can I do?
Make sure to check your spam and promotions folder. If you still haven’t received it, please email surftheunknown@gmail.com
I forgot to enter my promo code at checkout, what can I do?
If you forgot to enter the promo code at checkout, please contact us at surftheunknown@gmail.com and we will adjust the price of your order as long as the code is within the terms of conditions of the promotion.
How do I return a gift?
Please email surftheunknown@gmail.com for all returns and include the order number and email address used to place the order.
Do you offer physical gift cards?
We offer digital gift cards at this time.
How do I get in touch with the wholesale department?
Please email any inquiry to surftheunknown@gmail.com, we appreciate your business.