Orders:
Our current order processing time is 25/35days business days from the order confirmation (deposit) and payment need to be clear off withing 30days.
For Pre – Orders the processing time can be between 60-90 days.
Deposit are not refundable
The customer must pay the future payment within 30 days from the date of the order.
After 30 days the deposit will be withheld by the turtlewing, as penalty for non withdrawal of the board.
SHIPPING DISCLAIMER:
We here at Turtle Wing Custom Boards, take great care and pride in packaging these fragile Wing boards,
Unfortunately, during the shipping process damage does sometimes occur. Although this is rare, it does occasionally happen. The Turtle Wing Custom Boards goes above and beyond industry standards when it comes to board shipments and occasionally we can use a recycle box to have less impact on the environment, PLEASE RECYCLE.
Accept the shipment with inspection, this allows us to claim the damage from the shipper.
In the unlikely event that your new board arrives damaged, The Turtle Wing Custom Boards, will do everything in it’s power to resolve the issue.
However, the customer must adhere to a strict set of guidelines in order for their claim to be honored:
INSPECT THE CONTENTS OF THE BOX UPON DELIVERY, IF THE ITEMS ARE DETERMINED TO BE DAMAGED PLEASE:
1. NOTIFY OUR COMPANY ABOUT THE DAMAGE ASAP
2. KEEP THE BOX AND ALL ITS CONTENTS
3. MAKE SOME PHOTOS AND VIDEOS
4. EMAIL IMMEDIATELY WITH PHOTOS / VIDEOS OF THE DAMAGE AND OF THE BOX TO INFO@TURTLEWING.COM
5. WE WILL DETERMINE WHAT OPTIONS ARE AVAILABLE FOR REPAIR, RETURN OR EXCHANGE
6. CLAIMS MUST BE MADE WITHIN 3 DAYS OF DELIVERY / NO EXCEPTION.
Options if your board arrives damaged:
For minor dings, dents, cracks or other cosmetic damage We will pay for 100% of the repair cost mailing to the customer a full repair kit at no charge if they are comfortable with fixing the damage themselves. On top of covering the repair costs we will discount the price of the board by the amount of the repair in the form of a refund. (Up to, but no more than an additional 50Euro off).
For major damage such as creases, buckles, full breaks or damage that will affect the structural integrity or performance of the board we offer two options.
With the first option We will help the customer find a respectable surf shop or shaper who specializes in ding repair.
We will pay 100% of those repair costs as well as offer the customer a substantial discount for the inconvenience. (Up to, but no more than an additional $50 off).
The second option is for boards beyond repair. We will schedule a “damage call tag” where the shipping courier will come to your location and pick up the damaged board. Once the damaged product is back to us, we can either replace it with the exact same board (if available), use that credit for any other board or product in our inventory, or offer the customer a full refund. (The Turtle Wing Custom Boards will not cover shipping costs associated with trade in damaged products).
PLEASE NOTE:
Shipping costs are non-refundable once an order has been marked as “Shipped.”
Reimbursement of shipping cost will only be honored due to damage in transit where the item needs to be returned.
Orders cancelled or redirected while in transit will be liable to additional charges.
Refunds for returned items will be processed once the item(s) have been safely delivered back to our location.
Damages to a return due to poor packing efforts by the original recipient will be withheld from the return amount.
Thank you for understanding and working with us as our goal is to have the most stoked customers in the world!
**The Turtle Wing Custom Boards, reserves the right to determine the severity of the damage and what option will be used to remedy the situation**
*All used boards are non-refundable
The Turtle Wing Custom Boards is NOT liable or responsible for packages stolen off doorsteps after time of delivery. If a signature is required, PLEASE request at checkout.
Returns:
Turtle Wing takes great pride in exceptional Customer Service. Complete customer satisfaction is our foremost goal. If you have any questions or concerns, please do not hesitate to let us know.
Deposit:
We don’t return deposit, after 30 days from our notification that your order it’s ready to be pay, the order will be cancelled and Turtle wing reserve to keep the deposit and sell the board to other customer.
DISCLAIMER BOARDS
If you decide to buy a custom shaped boards, it means that you you’re looking for something “tailored to you”, specifically for your individual surfing need and aesthetic taste!
A slight adjustment in the thickness, width or length of a surfboard can drastically change the overall performance of a board.
The beauty of having chosen us, is that we are your imagination with council.
Your graphic choices are analyzed by us in advance, so that you can be always informed whether they are achievable/workable or not.
Working with enormous quantities of chemical products, that have reactions depending on humidity, temperature, light sources etc…, some graphic choices may be subject to last minute changes, in order to have an excellent final board.
Colors on boards shipped to customers may vary from colors ordered by customers, due to countless factors such as differences in color modes on image files, browsers, palettes, printer’s ink, etc.
while using a CNC Machine all sizes and volumes may have some differences as every single board is finished by hand.
Such variances in colors, especially the hot coating as well as small graphic variations, and some small imperfections ,
do not constitute acceptable grounds for return.
Warranty
Using a board is quite simple, but there might be some details that could arise some questions:
1-years guarantee against failure of materials or workmanship (delamination, softening of the hull, inserts, fin and mast boxes), and no guarantee against breakage.
This guarantee commitment does not cover damage caused by:
– normal tear and wear (scratches, punctures, dents, fading and paint or sticker chipping)
– improper handling, storage, maintenance or care
– use in commercial, rental or teaching environments
– incorrect operating of the air valve. Gore-Tex valve needs to be replaced every 1 years.
– incorrect set-up and usage of unsuitable gear
– accidents, misuse, unauthorized repairs or modifications
– sailing with an already damaged board
– heat or excessive exposure to sunlight (temperatures over 35°C).
Buyer is responsible to check proper functioning and condition of the product at all times.
Claims can only be made to Seatex boards / Turtle Wing. authorized workshop. In case of a claim please contact us as soon as possible. Your board will be handled (repaired or replaced) to our own judgment. Please also note that a substitution or a repair of a damaged board does not extend its original guarantee period.
We will only be accepted upon presentation of the original receipt. Only original buyers are entitled to make claims. These guarantee conditions are subject to the general conditions under Italian law.
In the case of a confirmed warranty claim, the customer covers the cost of transportation of the replacement.
CUSTOM FEES AND DUTIES:
The customer are responsible for any fees incurred when transported across international boarders.
Please check in with your local laws regarding any taxes or fees you may have to pay once the order arrives. Local postal services may also require a fee for completion of delivery. These fees, like customs fees and taxes, are not included in any calculated shipping charges, and we’re not able to calculate the amount you may be charged for customs on our end of things.
We are also not able to mark any orders as ‘gifts’ , and we are not able to adjust the price declared on an order.
We do not issue any refunds for customs fees, shipping, or the cost of an order should your customer refuse to pay the customs fees.
Customs Duty is a tax charged on all products shipped from outside of the EU.
Taking note of this policy also make sure to the writer to receive information material, such as newsletters and anything else.