Customer Center

Customer Info

Frequently Asked Questions


Why is there multiple authorizations on my account?

During the checkout process it may take a few moments for your order to process and your confirmation number to appear depending on server and card processor activity (Especially during Holidays). During this time don't loose patience, if the "Place Order" button is clicked a second time or the "Back" or "Refresh" button is pushed you may cause more than one authorization to hit your account.

If you see more than one authorization don't panic.If you only received one order confirmation via email, That means only one order actually processed.The remaining authorizations will be released automatically by your bank in 3-5 business days. The 3-5 days is the banks policy not ours. If you received more than one order email, please contact us as soon as possible at 1-866-766-9253 between 9am and 5pm PST Monday-Friday. We red flag any multiple orders and will try to call and verify if we see anything that looks like a error. The best practice is to double check the card and billing info before clicking submit. If you do receive a billing error, Don't just keep clicking submit. If it didn't verify the first time, Then it won't the 2nd, 3rd, 4th, 5th etc.

What is the difference between a Authorization and Charge?

When you attempt make a purchase with your debit or charge card, the website sends a request to the card issuing bank to make sure the account is open and funds are available. The bank returns an authorization code that allows or doesn't allow the merchant to collect the funds at the end of the day or the batch time for the days transactions. Most banks will place a temporary hold on the funds to allow the merchant time to collect. These fund holds have an automatic expiration date of 3-5 business days, depending on the bank's policy. It may look like multiple charges if you check with the bank or call, In fact it's only a hold that is automatically released at the end of the night if we don't collect on it. It is your responsibility as the authorized purchaser of goods with that card information to double check that all the billing and security information is correct prior to submitting your order. We do not accept responsibility for mistaken attempts or multiple card authorizations resulting in the holding of funds. If you do not see the funds returned to the card within 5 business days please contact us with your bank contact information so we can find out what the issue is.

When will my product ship?

We know you want your gear now and that is why we try to ship all orders the same day if placed by 2pm PST. If your order has a different ship to address we will call first to confirm that the order is not fraudulent. If you upgrading your shipping and have a different ship to address and we have not confirmed the order with you, We do not accept the responsibility for shipping delays. Orders ship via UPS or US Postal depending on product size, weight and location. Shipping days are Monday thru Friday excluding Holidays. All orders are subject to verification and availability prior to processing and shipping.

I want to change my order and I already submitted it.

We understand. Please call us as quickly as possible, If the order has not yet shipped than we can usually catch it and make the change. If it has already processed and shipped then the change will be handled like a normal return or exchange.

My package shows as delivered but I don't have it.

First check your door step. (You would be amazed how many calls we get and the package is sitting at the front door). Next double check with other people in the household or neighbors. Still no luck? Give us a call and we will track and contact the shipper. Please don't call the shipping provider we have to do that.

I don't live in the U.S.A. and I want to place a order.

Certain products can be shipped International, We only ship to USA, Australia, Canada, Germany, Ireland, Japan, Netherlands, New Zealand, Norway, Sweden, Switzerland, and United Kingdom. Please email us and we will assist you with your International Order questions.

I want some stickers, How do I get some?

You can request some when you order something and we can toss some in the box if available. Stop by the shop and grab a few.

Do I have to be home when my shipment arrives?

Certain packages do require a signature. Boards, Watches, or any expensive order that we feel needs to have the insurance of a signature upon delivery. Also the driver can also require a signature at their discretion.

 

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