SHIPPING SPEED

Please note that carriers are no longer guaranteeing delivery estimates and no refunds will be made for expedited shipping arriving "late," as this is out of our control. We ship USPS for all domestic orders and DHL for all international orders. We fulfill orders in the order they are received and tracking will be provided via email when orders are being processed. Orders will be shipped from either our Santa Barbara, CA warehouse or our Kaua’i, HI headquarters depending on availability and geographical location of order.

 

RETURN POLICY BASICS

We have a 14-day return policy for all orders, which means you have 14 days after receiving your item to request a return.  

To be eligible for a return, your item must be in the same condition that you received it, unworn, unwashed, or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at Blackmountainsurfwax@gmail.com - If your return is accepted, and if it was a mistake on our part, we’ll send you a return shipping label (example: wrong size sent, wrong color, etc.) If it is the fault of the customer, we will send instructions on how and where to send back your package and customer will be responsible for return shipping costs. 

You can always contact us for any return questions at Blackmountainsurfwax@gmail.com

 

DAMAGES AND ISSUES

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

EXCEPTIONS AND NON RETURNABLE ITEMS

Certain types of items cannot be returned due to hygienic issues, such as used wax bars. Some exceptions apply. If you have questions or concerns about your specific item, please contact - Blackmountainsurfwax@gmail.com  

Unfortunately, we cannot accept returns on sale items or gift cards.

 

EXCHANGES

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

REFUNDS

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. If the refund is due to a mistake on our part, shipping cost will be refunded as well. If the refund is due to a customer issue, such as changing mind on wanting the product, shipping will not be refunded. Please remember it can take some time for your bank or credit card company to process and post the refund too.