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
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.
HOW LONG WILL MY ORDER TAKE TO GET TO ME?
If you order before 12pm PST, your packages will be sent out the same day. Depending on your location and shipping method, transit times are 1-8 business days.
WHY DON’T I HAVE TRACKING?
If you do not have tracking, there are three possibilities.
- Your order has not shipped yet
- The package has not gone through its first checkpoint yet.
- 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 Noon on Fridays (PST) will not be processed until Monday.
2 Day shipping is rush shipping. Please note, 2 day shipping is 2 business days in transit. (Monday - Friday) Any orders placed after Noon on Fridays (PST) will not be processed until Monday.
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 email@example.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.
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.
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 firstname.lastname@example.org 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:
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.
IS EVERYTHING PRICED IN US DOLLARS?
Yes. Everything on our site is priced in US Dollars.
HOW DO I RETURN AN ITEM?
Please email to email@example.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 the receipt of your order minus a 10% restocking fee to recover shipping costs. Refunds are on new items only, it must be unused, unridden, and undamaged. No returns or exchanges on used, sale or discontinued items.
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.
After receiving your Return Authorization Number, carefully pack and send the package to the return address below.
The Longboard Store
20720 High Desert Lane, Suite 5
Bend, Oregon 97701
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 firstname.lastname@example.org to discuss your options.
WHAT IS THE WARRANTY?
To help determine warranty issues please send detailed photos to email@example.com with your name and order number.
MY PRODUCT ARRIVED WITH DAMAGE. WHAT DO I DO?
Please send detailed photos of the product and the box it came in to firstname.lastname@example.org along with your name and order number. This will help us determine if it is a shipment issue or a shop issue and we can proceed accordingly.
WHAT TYPE OF BOARD IS BEST FOR ME?
Check out our Glossary (click here) for detailed explanations on style, shape, and features.
HOW DO I CUSTOMIZE MY BOARD?
To customize your board add a deck, trucks, wheels, bearings, hardware, risers, and (in some cases) grip tape to your cart. If you would like it assembled, add Free Custom Assembly or leave a note in the comment section of your check out.
For your convenience we have an assembly kit available that includes bearings, spacers, hardware, and shock pads. You choose your deck, trucks, wheels, and add an Assembly Kit.
WHY DIDN’T MY ORDER ARRIVE ASSEMBLED?
If your order did not arrive assembled, there could be a few reasons.
1. Free assembly was not added to the cart or a note was not left in the comment section of the check out.
2. The order may not have all the parts for a complete board. Make sure you have a deck, trucks, wheels, bearings, hardware, and (in some cases) grip tape.
WHERE ARE YOU LOCATED?
We are located at
20720 High Desert Lane
WHAT ARE YOU SHOP HOURS?
We are open 9am to 6pm Monday through Friday. Saturday 10:00am-4:00pm Please check for holidays and events.
CAN I VISIT THE WAREHOUSE IN PERSON?
Come on in! We’d love to show you our warehouse!
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.
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.
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.