Orders:
Our current order processing time is between 25-35 business days from order confirmation (deposit received). Payment must be cleared within 30 days.
For pre-orders, the processing time may range from 60 to 90 days.
Deposits are non-refundable. Customers must settle the remaining balance within 30 days of order confirmation. If the balance is not paid within this period, Turtle Wing Custom Boards reserves the right to withhold the deposit as a penalty for non-withdrawal of the board.
Shipping Disclaimer:
At Turtle Wing Custom Boards, we take great care in packaging our fragile products. Although we ensure the highest industry standards, occasional shipping damage may still occur. This is rare, but if it happens, we will take every possible step to resolve the issue.
In an effort to reduce environmental impact, we may sometimes use recycled packaging. Please be sure to recycle when possible.
Important: How to Receive and Inspect Packages
When receiving a package, it is essential to sign with a reservation for inspection (e.g., “Subject to Inspection”).
This means you’re accepting the delivery, but reserving the right to check the contents for any damage.
Once signed this way, you’ll have time to thoroughly inspect the item.
If any damage is found, we can submit a claim to the carrier company.
⚠️ Please Note:
If the package is signed without reservation and damage is later discovered, we may not be able to file a successful claim.
Inspection Before Signing Is Required
This inspection is important—it allows us to take action if the item arrives damaged.
If Damage Is Found, Follow These Steps to File a Claim:
- Notify us of the damage as soon as possible.
Retain the original box and all contents.
Take photos and videos of the damage and the packaging.
Email the photos and videos to info@turtlewing.com within 3 days of delivery.
We will assess the damage and offer a suitable solution, which may include repair, return, or exchange.
Claims must be filed within 3 days of delivery—no exceptions.
Options for Damaged Boards:
For minor damage such as small dings, cracks, or cosmetic blemishes, we will cover 100% of repair costs by sending you a full repair kit at no charge, provided you are comfortable handling the repair yourself. In addition, we will offer a discount of up to €50 off the original board price.
For major damage that affects the structural integrity or performance of the board (e.g., creases, buckling, full breaks), we offer two options:
We will assist in finding a reputable surf shop or shaper to repair the board. We will cover the full repair cost and provide a discount of up to $50 for the inconvenience.
If the board is beyond repair, we will arrange for a “damage call tag” and cover the return shipping. Once the board is returned to us, we will either replace it with an identical board (if available), provide a store credit, or offer a full refund. Please note, we do not cover the cost of shipping for damaged boards.
Shipping Costs:
Shipping costs are non-refundable once an order has been marked as “shipped.”
Shipping reimbursement is only possible if the item is damaged in transit and must be returned.
Orders that are canceled or redirected during transit may incur additional charges.
Refunds for returns will be processed once the item is safely delivered back to our facility.
If returned items are damaged due to improper packing by the customer, the cost of repairs will be deducted from the refund.
Customer Responsibility: Turtle Wing Custom Boards is not liable for stolen packages once delivered. If you are concerned about this, please request a signature upon delivery at checkout.
Returns: We are committed to providing exceptional customer service. If you have any questions or concerns, do not hesitate to reach out.
Deposit Policy: Deposits are non-refundable. If the remaining balance is not paid within 30 days from the notification that your order is ready, the order will be canceled, and Turtle Wing reserves the right to retain the deposit and sell the board to another customer.
Custom Board Disclaimer: By purchasing a custom-shaped board, you are opting for a product tailored to your specific needs and aesthetic preferences. Minor adjustments in thickness, width, or length can significantly affect the board’s performance. We will review your design choices to ensure they are feasible, and in some cases, we may need to make last-minute adjustments to ensure the best final product.
Please note that colors on the board may differ slightly from what is shown online due to various factors, such as differences in image file color modes, browser settings, and printer ink. Additionally, due to the nature of CNC machining and the fact that each board is finished by hand, slight variations in size and volume are normal.
These small differences, particularly in color, graphic variations, or minor imperfections, do not constitute grounds for a return.
Warranty: Turtle Wing Custom Boards offers a 1-year warranty against material or workmanship defects (e.g., delamination, hull softening, issues with inserts, fin, and mast boxes). This warranty does not cover:
Normal wear and tear (scratches, punctures, fading, paint or sticker chipping)
Improper handling, storage, maintenance, or care
Use in commercial, rental, or teaching environments
Incorrect use or setup, including the air valve (Gore-Tex valve must be replaced every year)
Accidental damage, misuse, or unauthorized repairs
Heat or excessive sunlight exposure (above 35°C)
The customer is responsible for ensuring proper use and maintenance of the board. Warranty claims can only be processed through authorized Turtle Wing workshops. Claims must be made with the original receipt. Only the original purchaser is entitled to make a warranty claim.
If the warranty claim is approved, the customer will be responsible for the shipping costs of the replacement.
Custom Fees and Duties: Customers are responsible for any import duties, taxes, or fees incurred when shipping across international borders. Please check with your local customs office regarding any additional charges. We cannot calculate or cover these fees, nor can we mark orders as gifts or adjust the declared value.
We do not issue refunds for customs duties, taxes, or shipping costs, and we are not liable for packages that are refused due to customs fees.