UPDATE: WEATHER MAY IMPACT SHIPPING & HANDLING

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SHIPPING RATES

You can expect your iROCKER inflatable boards and gear orders to process in 1-3 business days. Once your order has been processed, allow 3-5 business days for delivery. Please note, the delivery times vary depending on the destination of delivery. All orders placed on www.irockersup.com are shipped from our warehouse in Jacksonville, Florida.

All iROCKER inflatable paddle boards get shipped via US ground shipping and shipping charges are calculated at checkout.

All Hard Boards are shipped via Pilot Freight and require longer processing and shipping times.

ORDER SHIPMENT NOTIFICATIONS & TRACKING

Please note that all purchases on iROCKERSUP.COM will be shipped from our distribution centers in the US. Order processing times are usually the same or next business day. You will receive an email notification after submitting your order, and another email notification once your order has shipped. Please make sure to check your SPAM/Junk folder as well.

To track the status of your order and shipment, please log into your account here and view your order details. If you do not yet have an account, create one here with the email address you used for your purchase.

ORDER TRACKING TIPS & CONSIDERATIONS

*Shipping times may vary during high volume order periods. To track the status of your order and shipment, please log into your account here and view your order details. If you do not yet have an account, create one here with the email address you used for your purchase.

If your order has not shipped after three business days, you will receive an email notifying you. Reasons for delays could include the following:

We are experiencing higher order volumes during this time
Item(s) in your order may be on backorder for the next 72 hours
Item(s) in your order may be out of stock due to high demand
Orders placed on or 1 day before a public holiday may take longer to be delivered
A payment issue may have occurred while placing the order

If you need further assistance, please contact us and our Customer Experience Team is happy to assist.

SHIPPING METHODS

All inflatable paddle boards, accessories and gear are shipped via UPS, FedEx or USPS.

Hard boards ship with Pilot Freight: https://www.pilotdelivers.com/

Orders to HI, AK and US Territories ship USPS only. We do not ship to PO boxes.

Please note, your order may arrive in multiple packages. Our accessories ship separately and may arrive on a different date than your paddle board package.

ADDITIONAL INFO

We ship to:

All 50 states
American Samoa
Federated States of Micronesia
Guam
Marshall Islands
Northern Mariana Islands
Puerto Rico
Virgin Islands

We do not offer expedited shipping.

THIRD PARTY VENDORS

Products Fulfilled by Third Party Vendors are subject to the Individual Retailer's Shipping Policies.

Products Sold by Authorized Retailers will process and ship within 3-5 business days unless there are unforeseen fulfillment delays by the 3^rd party vendor. Please note, the delivery times vary depending on the destination of delivery.

SHIPPING FAQs

CAN I UPDATE MY DELIVERY ADDRESS?

If you have already received a tracking number, we are unable to change your order on our end. If you need to change your delivery address, you can try working with the carrier directly to see if they are able to re-route your order. Additional fees may be incurred.

CAN I CANCEL MY ORDER?

We aim to ship orders as quickly as possible, and therefore are unable to make any changes or cancel your order once placed. You can return the items within 45 days, but you are responsible for the cost of return shipping.

HOW DO I CHECK THE STATUS OF MY ORDER?

Once your order has shipped, you will receive an email notification which will include a tracking number(s) you can use to check its status. Please allow 48 hours for the tracking information to become available. If your tracking information has not been updated within 48 hours of receiving your shipping confirmation email, please contact our Customer Experience Team for further assistance.

I AM MISSING SOME ITEMS FROM MY ORDER, WHAT NOW?

You may notice your order shows a delivered status, but you are still missing some items. If that is the case, please try the following:

Check inside your package.
Often when we ship multiple items with UPS, FedEx, or USPS, your other items may still be in transit in another package and arrive separately.
Try checking around your house/apartment as the carrier may have left your order in a safer location (alternate exterior door, garage, porch, etc.) or your neighbor.

If you still believe you are missing items from your order, please contact our Customer Experience Team and we will investigate the issue for you!

CAN I PICK UP MY ORDER IN THE DISTRIBUTION CENTERS?

We do not currently offer pick-up at our distribution centers.

iROCKER Return Policy

iROCKER strives to offer the highest quality products in the industry; however, if you are not happy with your purchase for any reason, you have 45 days from our original purchase date to return your items for a full refund of the original purchase price, subject to certain terms and conditions defined below.*

*Any boards purchased from an unauthorized retailer either online or in person are not eligible for return or warranty. All returns and warranty claims must provide proof of purchase from either iROCKER’s online store or an authorized seller.

What to Know Before Submitting Your Request

Return Condition: Returns are required to be sent back in their original packing materials. Returns should be shipped back clean, dry, and with all originally included accessories. To learn more about Return Condition Expectations, please see our FAQs below.
Return Shipping: The customer is responsible for the cost of return shipping. iROCKER offers pre-paid return labels, with the label cost deducted from your refund. If you would prefer to arrange your own return shipping, please let us know before submitting your return request. To learn more about return label pricing, please see our FAQs below.
Refunds: Subject to the terms of this policy, we accept returns within 45 days of the date of purchase. Your refund will be credited back to the original payment method for the item price only. Original shipping costs are non-refundable. Please note that boards returned in damaged or unsellable condition will not be eligible for a refund and will be shipped back to the customer at the customer's expense.

Submit a Return Request

Log in to your iROCKER account. If you don’t have an account yet, you can create one here with the email you used at check-out.
Click the order that you want to submit the return for.
If your order has more than one item, select the items you want to return.
Select a return reason and add a note.
Click \"Submit request\".

What to Expect Next

Once your return request is received, it will be reviewed by our Customer Experience team. Please allow 1-2 Business Days for Return Authorization requests to be processed. \n
- If your return request is approved, you will receive an email containing return shipping instructions and a return shipping label. After the return is received and inspected at our warehouse, you receive a refund*
- If your return request has been denied, you will receive an email notification letting you know why and what to do next.
\n
PLEASE NOTE: Returns must be completed within 5 business days of receiving authorization. Late returns will be ineligible for a refund and will instead be provided with store credit. If you require an extension, please contact our Customer Experience Team prior to shipping your return.

If you have any questions related to the Return Policy, please feel free to Contact Us! 

_________________________________________________________________________________________________

FAQs

How much does return shipping cost?

The customer is responsible for all return shipping costs. iROCKER will provide you with a return shipping label for your return. The cost of the return label will be deducted from your final refund amount. Return shipping amounts may vary depending on location.

See below for return label deduction amounts:

\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n

Item	Return Label Cost
Inflatable Paddle Boards, Kayaks, iLAND Series Floats	$30 per item
Accessories	$15 per order

Return Expectations

Returns must be sent back using the packing materials your order was originally shipped in. If you no longer have the original packaging materials, or if they were damaged in transit, please let us know as soon as possible.
Your return must include all originally included accessories and gear. Missing items may prevent a refund from being processed until they have been received. We do not provide return labels for items not included in the original return.

Return Condition Expectations

Please ensure that your returned items are clean, dry, and free of any obvious signs of use. Any existing damage should be reported when registering your return.
Boards returned in damaged or unsellable condition will not be eligible for a refund and will be shipped back to the customer at the customer's expense.
Inflatable paddleboards that are returned wet, stained, dirty, or damaged will not be accepted. We recommend thoroughly cleaning the entire board, including the deck pad material, handles, bungees, and fin boxes. Please allow the board to fully dry before returning it. Boards returned in poor condition will be sent back to you at your expense.

When can I expect my refund?

Once a return has been received at our warehouse, it will undergo inspection. Please allow 1-2 weeks for your return and refund to be processed.
Please note that we do not refund the cost of shipping paid on the original order. Shipping charges paid at checkout are paid to the carrier for the delivery service that has been completed.
If a customer has refused delivery, the cost of refusal will be deducted from the refund amount.

What items are ineligible for return?

Items purchased as Used or Open Box are not eligible for returns under the Returns Policy. Products Fulfilled by Third Party Vendors are subject to the Individual Retailer's Return Policies.

How do I return a hard board?

Due to their size and shape, Hard Boards must be returned by a special freight carrier. Contact us for more information or support with your Hard Board return.

Hardboard returns must be returned in their original packaging
The cost of return shipping will be deducted from your final refund amount

More Questions? Visit our FAQ page

THIRD-PARTY VENDORS

Products Fulfilled by Third Party Vendors are subject to the Individual Retailer's Return Policies

Products Sold by Authorized Retailers:

iROCKER allows for returns within 30 days from the date of purchase for a full refund of the original purchase price. Proof of purchase from an authorized retailer is required to submit a return. Your item(s) must be returned in new and unused condition with all originally included accessories packaged inside of a shipping bon. Damaged or used returns will be discarded, and a refund will not be issued.

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