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Customer Service FAQ

FREQUENTLY ASKED QUESTIONS
Below are a list of some frequently asked questions. If you have any other questions please give us a call at 541-306-6829 or email

 

SHIPPING / TRACKING 
The Longboard Store Offers Free Shipping to the Contiguous United States.  Customers who select free shipping will have their orders shipped via standard ground shipping that varies from 3-8 business days (excluding holidays).  

HOW DO YOU SHIP MY ITEMS? 

We ship our packages through FedEx and USPS.  To ensure safe delivery of your package, it is recommended that you request "Signature Required" in the "Order Comments" when placing your order.  The Longboard Store is not responsible for packages stolen from businesses or  residences.  Please ensure your shipping address is correct and contains apartment numbers, suite numbers etc.  Any change of address once the product has shipped is susceptible to a shipper's administrative address change fee.  

 

HOW LONG WILL MY ORDER TAKE TO ARRIVE?

If you order before 12pm PST, your packages will generally be sent out the same day if product is available.  Depending on your location and shipping method, transit times are 1-8 business days (excluding holidays).  PLEASE NOTE:  COVID-19 HAS SIGNIFICANTLY SLOWED MANUFACTURING, ORDER PROCESSING, and SHIPPING TIMES IN THE LONGBOARD INDUSTRY.    

 

WHY DON’T I HAVE TRACKING? 

If you do not have tracking, there are three possibilities. 

  1. Your order has not shipped yet
  2. The package has not gone through its first checkpoint yet.
  3. The tracking did not updated when it shipped. This can be fixed and you will be given a new tracking number.

 

WHAT IS 3 DAY / 2 DAY SHIPPING?

3 Day shipping is rush shipping. Please note, 3 day shipping is 3 business days in transit. (Monday - Friday) Any orders placed after 1pm (PST) will ship the next business day.  

2 Day shipping is rush shipping. Please note, 2 day shipping is 2 business days in transit. (Monday - Friday) Any orders placed after 1pm (PST) will ship the next business day.  

 

WHAT IS EXPRESS SHIPPING? 

Express shipping puts you at the top of the list to get your order shipped. You will bypass all orders that do not have Express shipping. 

  

I ORDERED MULTIPLE ITEMS. WHY DO I ONLY HAVE ONE TRACKING NUMBER?

If you ordered more than once around the same time, we were able to ship them in the same package. You will only receive one tracking number and an email informing you.

 

CAN I USE MY OWN FEDEX/USPS ACCOUNT?

Please email us at orders@thelongboardstore.com and we will check if we can use your account.

 

DO YOU SHIP TO HOTELS? 

Hotel shipping needs to be arranged in advance by calling The Longboard Store prior to the order.

 

INTERNATIONAL ORDERS AND SHIPPPING

INTERNATIONAL PAYMENT OPTIONS:

All international orders must use a PayPal account.  No credit cards or other forms of payment will be excepted.

IS INTERNATIONAL SHIPPING FREE?

No. International shipping requires USPS priority shipping. A quote of the cost will show when you enter your shipping information during checkout. It is located under the total.  International shipping quotes do not include Custom Duty Fees . Customers are responsible for all custom fees that are applied to the international shipment.  If a Customer refuse the package, the Customer will be responsible for any and all cost associated with the order/package being returned to sender. 

 

WHY IS INTERNATIONAL SHIPPING MORE WHEN I ORDER MULTIPLE ITEMS?

Some items will fit together in one box, some items need multiple boxes which will cost more.  The system assumes that most items will need its own box.  Please email to orders@thelongboardstore.com to request a custom shipping quote for a larger order.  We will be able to determine if we can fit them in one box (maybe partially disassembled) to help save on shipping.

 

HOW LONG DOES INTERNATIONAL SHIPPING TAKE?

We estimate twelve to fourteen business days. The packed goes through multiple checkpoints as wells as customs. 

Please note: Customs may hold packages. We can not estimate how long this can be. 

 

DO YOU SHIP TO MY COUNTRY?

We ship within the United States and the following countries:

Austria Germany Norway
Australia Ireland Portugal
Belgium Italy Spain
Canada Japan Sweden
Denmark Netherlands Switzerland
Finland New Zealand

United Kingdom

Dubai     

 

 

 

 

 

 

WHAT ARE THE CUSTOMS FEES WHEN I RECEIVE MY ORDER?

It is possible that you will be charged duties or fees for an international order by customs. We do not have any control over this nor do we have a way to predict the amount. We will not be able to put the order description as a gift to try and avoid this. For information on what causes these fees or how much they could be please contact your country's customs office.  Customers are responsible for all custom fees that are applied to the international shipment.  If a Customer refuse the package, the Customer will be responsible for any and all cost associated with the order/package being returned to sender. 


IS EVERYTHING PRICED IN US DOLLARS? 
Yes. Everything on our site is priced in US Dollars. 

 

GIFT CERTIFICATES
The Longboard Store Gift Certificates can only be used to purchase products on our web page. Gift certificates are redeemable for merchandise only and may not be redeemed for cash unless required by law and only to the extent required by law.  Gift Certificates cannot be cancelled or refunded after purchase.  Product returns purchased with Gift Certificates must meet our return policy criteria and the value of the return will be applied back to the Gift Certificate balance.  The Longboard Store will not be liable for lost or stolen Gift Certificates.

RETURNS

HOW DO I RETURN AN ITEM?

Please email to orders@thelongboardstore.com to request an RA# and return instructions. Remember to include your name and order number and a brief explanation.

 

WHAT IS YOUR RETURN POLICY? 

We want you to be completely satisfied when shopping with us which is why we inspect your order carefully before shipping it to you.

If a product did not meet your expectations or you are not satisfied with a purchase for any reason, you may return the product for a replacement or a refund within 30 days of your receipt of the product.  A 15% restocking fee will be deducted from your return amount to offset our original shipping cost incurred by your order.

We accept refunds or exchanges on new items only and the items must be unused, unridden, and undamaged.  

Returns or exchanges will not be accepted on used items, sale items, discontinued items, special orders or International orders.

If your product arrives damaged, please contact The Longboard Store within 24 hours of receipt of the product in order to obtain a Return Authorization Number necessary for returning the product.  Any damage to the shipping container should be immediately documented with the shipping company at time of receipt of product.  The Longboard Store is under no obligation to accept returned items if these procedures are not  followed. 

If you are returning an item that is not defective or received in error, you will be responsible for the entire cost of the return.  This including shipping, repackaging, and insurance. 

Returns will be refused if items arrive used or damaged due to improper packaging or is not accompanied by a Return Authorization Number.  It is highly recommended that you package your returns carefully and Insure the shipping contents.  The Longboard Store is not responsible for lost or damaged returned items.  We will not accept C.O.D on return items and will not pay to ship the items back to you.

Orders placed November 15 through December 1 will have an extended return time for new, unused items that are not on sale.  Returns must be received by December 31.  The same restocking and other guidelines apply.

To return your product for a refund, replacement or exchange, just contact us through the email form below or phone 541-306-6829 to receive a Return Authorization Number which will be assigned to track your request.  Along with your Return Authorization number, you will be issued an address to which you can send your product return.  Carefully pack and send the package to the return address provided.

We suggest you insure your return shipment. We are not responsible for items which incur damages during return shipping or which we do not receive.

Refunds are issued in the form of original payment.

If you paid for shipping please email orders@thelongboardstore.com to discuss your options. 

 

WHAT IS THE MANUFACTURER'S PRODUCT WARRANTY? 

For help with manufacturer's warranty issues, please send detailed photos to orders@thelongboardstore.com with your name, order number, and a description of any pertinent information.

 

MY PRODUCT ARRIVED DAMAGED. WHAT DO I DO?

Please send detailed photos of the product and the box it came in to questions@thelongboardstore.com along with your name and order number. This will help us determine if it is a carrier issue or a shipping issue and we will work to resolve the issue as quickly as possible.

 

GENERAL

WHICH TYPE OF BOARD IS BEST FOR ME?

Check out our Glossary (click here) for detailed explanations on style, shape, and features. 

 

WHERE ARE YOU LOCATED?

We are an eCommerce store headquartered in Lake Oswego, Oregon (near Portland)

WHAT ARE YOUR HOURS?

We are open 9 am to 5 pm Monday through Friday, holidays excluded.    

CAN I HAVE SOME FREE STICKERS? 

We try to include free stickers with your package, so feel free to request extras when you place your order. Or, you can send a self addressed and stamped envelope to our address and we will send out what we have. If you send an index card with a skate related drawing/art, you will receive more. 

 

WILL YOU SPONSOR ME? 

At this time we do not have any open sponsorships.

 

PRIVACY POLICY- (Updated August 3, 2021)

Protecting our valued customer's privacy is a top priority to The Longboard Store.  Our Privacy Policy has been created to inform our customers how The Longboard Store gathers and disseminates consumer information.

Consumer information is collected for the sole purpose of taking and completing customer transactions.  For this purpose, we collect names, addresses, phone numbers, e-mail addresses and payment information.  Only employees of The Longboard Store involved in the transaction have temporary access to this information.  Information that is obtained for a transaction is kept confidential and only used for record keeping purposes.  

Credit Card information is used to process the transaction.  The amount of the Credit Card charge does not exceed the amount approved by the customer.  Refunds for returned products are processed with the same credit card that was provided in the original order.  

E-mail addresses, phone numbers, and delivery/billing addresses are required to process transactions.  Only our employees that are directly involved with your order are in possession of your information.  Your information is used for the sole purpose of completing a transaction and is not shared for any  other purpose.  The Longboard Store does reserve the right to use contact information to send notifications to customers regarding order status or promotional events.  The Customer reserves the right to "Opt Out" of receiving such notifications at any time.

Cookies are used on web pages and may contain personal information designed to enhance the consumers experience.  Cookies store personal information so when you return to the site you have a more personalized experience.  All browsers can be adjusted to reject cookies if the user prefers to use the web page without the use of cookies.

The Longboard Store reserves the right to disclose personal information about our Customers and without notification to our Customers in response to request from local, state or federal law enforcement officials of if requested by any judicial administrative or similar proceeding or such order as a subpoena if otherwise required by law.

We use Hotjar in order to better understand our users’ needs and to optimize this service and experience. Hotjar is a technology service that helps us better understand our users’ experience (e.g. how much time they spend on which pages, which links they choose to click, what users do and don’t like, etc.) and this enables us to build and maintain our service with user feedback. Hotjar uses cookies and other technologies to collect data on our users’ behavior and their devices. This includes a device's IP address (processed during your session and stored in a de-identified form), device screen size, device type (unique device identifiers), browser information, geographic location (country only), and the preferred language used to display our website. Hotjar stores this information on our behalf in a pseudonymized user profile. Hotjar is contractually forbidden to sell any of the data collected on our behalf.

For further details, please see the ‘about Hotjar’ section of Hotjar’s support site.