FAQ

Frequently asked questions

HOW DO I ACCESS MY INFORMATION?


Click "Sign In" at the top right-hand corner of the page and enter your first name, last name, email, and password in the pop-up window that will appear. By registering on the site, you will be able to view your order history, rate and review products, and create a personalized list of favorites. For more assistance, please contact our Customer Service.




WHO CAN SEE THE INFORMATION THAT I PROVIDE?


Please refer to our Privacy Policy




WHAT SHOULD I DO IF I HAVE FORGOTTEN MY ACCOUNT PASSWORD?


Please click on the "Sign In" button at the top right-hand corner of the page and click on "Help! I forgot my password" in the pop-up window that will appear. You will then be prompted to enter your email address and begin the password recovery process. For more information or help, please contact your local Customer Service.




CAN I EDIT MY INFORMATION?


You can edit your personal and account information as and when you want. Simply "Sign In" to your account at the top right-hand corner of the page and enter your email and password in the pop-up window that will appear. Then click on "My Account" at the top right-hand corner of the page where you will be able to see and edit your personal information.




DO YOU ACCEPT INTERNATIONAL ORDERS?


We do accept international orders, but any fees or customs related issues are at the expense of the customer. Any delays in shipping due to customs or incorrect shipping information will be at the customer’s expense.




DO YOU SHIP TO HAWAII, ALASKA, AND PUERTO RICO?


Absolutely as we are based in Hawaii. Aloha and Mahalo.




WHAT IF I PLACE AN ORDER AND THE ITEMS IS OUT OF STOCK?


The item will automatically be removed from you order. You will not be charged for this item.




HOW DO I USE A PROMO/COUPON CODE?


To redeem a promo/coupon code, simply enter your code in the text box marked “a promo/coupon code” on the payment options section of the checkout process. Promotional offers with no codes required will be applied to the order if the order meets the requirements of eligibility. When a code is accepted, it will be displayed on the order review/summary page. Important note: One (1) promo/offer code may be used per order. This may include automatic offer codes. Promotional offers and discounts may not be applied to Pro or Brand Rep orders.




HOW MANY PROMO/COUPON CODES CAN BE USED PER ORDER?


One (1) promo/offer code may be used per order. This may include automatic offer codes.




WHAT IS A PAYMENT AUTHORIZATION HOLD FOR AN ONLINE ORDER?


When an order is placed, your issuing bank will place a temporary hold to reserve funds equivalent to your pending purchase amount. This hold will be released automatically once your order has shipped, and payment is authorized. For more information about the authorization hold time frame, we recommend contacting your bank or credit card company.




WHAT OCCURS TO THE PAYMENT AUTHORIZATION HOLD IF MY ORDER IS CANCELED?


When an order is unsuccessful or payment is canceled, the authorization hold is automatically released. The expiration time frame (typically 5-7 business days) is set by the issuing bank for your payment card. For further details on the removal of authorization holds, please contact your issuing bank or credit card company.




HOW CAN I TRACK MY ORDER?


If you are a registered user on SurferGirlHawaii.com you can track your order. Sign into the website, click ‘My Account’ then ‘Order History’ and search for your order. After the order has shipped, your tracking number, if available, will be displayed. You may click on the tracking number to view the delivery status of your order via the shipper’s website.

You will also be emailed a tracking number when your order ships. Refer to the email and click on the tracking number.




CAN I EDIT OR CANCEL MY ORDER ONCE IT HAS BEEN PLACED?


Unfortunately, no. Once an order has been placed, and you have received your confirmation email, we are unable to edit or cancel your order.




DAMAGED AND DEFECTIVE PRODUCTS


When your Surfer Girl order arrives, please inspect the package for any damage or defects. It is normal for the shipping package to show some wear, however, if you think a product in your shipment is damaged or defective, please contact us immediately using our contact form or email us at info@surfergirlhawaii.com. Please provide the order number along with your email address and phone number for fastest service. To ensure prompt resolution, please keep the original shipping package and the damaged or defective product for inspection. If, after having examined the product, we confirm that it is damaged or defective, we will provide you instructions for returning the damaged or defective product to us at our expense and issue a refund or exchange. Your original shipping and handling charges will not be refunded. However, any replacement for a damaged or defective product will be shipped to you free of charge.




HOW CAN I RETAIL SURFER GIRL PRODUCTS OR BECOME A DISTRIBUTOR?


Contact us at info@surfergirlhawaii.com Subject: Distributor There is a minimum order requirment. For smaller stores we also offer consignment. We provide the products at no risk to you. You pay us for what sells.