Q: How soon will my order be processed?
A: Orders for in-stock merchandise received Monday through Friday are typically processed on the same or following day during our regular business hours. Orders placed on Saturdays or Sundays are usually processed on the following Monday (with the exception of holidays that fall on those Mondays).
Q: When will my order be shipped?
A: Shipments of in-stock merchandise usually occur within 1 to 3 days of the order, Monday through Friday. Any known delays will be advised as quickly as possible.
Q: What shipping options are available?
A: All orders are shipped via U.S. Postal Service (USPS) Flat Rate Priority Mail, which we have found to be the fastest and most cost-effective delivery method to and from the U.S. Virgin Islands. Please allow up to two weeks for delivery from the date your order was submitted.
Q: What are your shipping costs?
A: Shipping costs are determined by the physical size of your order and are based on applicable USPS Flat Rate Priority rates. Insurance based on the total value of the order is included in the shipping cost, which is calculated during the checkout process.
Q: Do you ship orders to countries other than the United States?
A: We currently ship orders only to addresses in the 50 United States, Puerto Rico and the U.S. Virgin Islands.
Q: Can you ship to APO or FPO addresses?
A: We regret that at this time, we are unable to ship to APO or FPO addresses from our web store. We recommend, if you wish to have your order shipped to an APO/FPO address, that you have your order sent to a friend or family member at a standard US address, from which it can then be forwarded to the APO or FPO address.
Q: Is it possible to have my order sent to more than one address?
A: We can send each order to only one address. To order items to be shipped to more than one address, you will need to place individual orders for item(s) to be sent to each different address.
Q: What if my order is delayed by the U.S. Postal Service?
A: Your shipment may become temporarily lost or misplaced in transit by the USPS. Caribbean Surf Co. maintains USPS shipment and tracking details for each package we send. If the delay is deemed unreasonable, or if the package is lost, we will ship a replacement order to you at our cost. Should the original package arrive after such replacement is received, it will be the customer's responsibility to return the original package to us. If the original package has not be returned to us within a reasonable time period, the customer will be charged, including the original shipping cost.
Q: Anticipated delays between Thanksgiving and Christmas holidays
A: Although we have found USPS Priority Mail to be the most reliably prompt method for shipping orders from the US Virgin Islands, USPS does not guarantee arrival dates for Priority Mail packages at any time of the year. During the busy mailing season preceding and between the Thanksgiving and Christmas holidays, when there is a greater likelihood of delays due to the sheer volume of packages shipped at this time, it is strongly recommended that orders be placed further in advance to help better ensure timely delivery of holiday gift orders.
Q: Orders returned to Caribbean Surf Co. as undeliverable
A: Orders in packages returned to us by the U.S. Postal Service which are marked with any of the following: "Unclaimed", "Return to Sender", "Attempted/Unknown", "Refused", "No Such Address" or other similar alerts, will be credited to the customer's credit card on file, less shipping and handling fees.
Q: Billing address information inconsistent with customer's credit card company details
A: In order to protect our customers from credit card fraud, we will call or e-mail to verify that the credit card order was authorized for purchase by the customer. The billing address must match the records on file at the credit card's issuing bank, or we cannot accept the order.
Q: Return shipping costs
A: Return shipping expenses are the responsibility of the customer. We strongly encourage our customers to include insurance for the returned item's / items' full replacement value, use a trackable method of USPS shipment, and maintain the tracking documentation in the event the returned package is either lost or damaged in transit.