ORDERS & SHIPPING
WHERE ARE YOU LOCATED?
Our main office is located in San Clemente, California.
I TRIED CONTACTING LOVESURF. WHAT ARE YOUR HOURS?
We sincerely apologize if you have attempted to contact us and have been unsuccessful. We are open Monday through Friday from 9:00am to 5:00pm PST and closed for lunch from 12:30pm to 1:30pm. Our customer service representatives are working to return your call as soon as possible. We highly recommend emailing us as it is the fastest way for us to address your problem. For general questions, please email us at [email protected] If this is regarding your order, please email us at [email protected]
I’M IN CALIFORNIA, CAN I PICK UP MY ORDER?
Yes. We have a company store that is open a few days each week. Please check current store hours and type “Store Pickup” in the order notes field at checkout.
I’M IN CALIFORNIA, WHEN WILL MY ORDER ARRIVE?
Please allow 2-3 business days for your order to be processed and shipped. If your order was placed during a promotional sale, please expect up to 10 business days for your order to ship. Once your order has shipped through FedEx Ground, you will receive an email with the tracking number and it should arrive in 1-2 business days.
WHEN WILL MY ORDER SHIP?
For domestic orders, please allow 2-3 business days for processing and shipping and 2-3 business days for international orders. However, during the holidays, please expect up to 7 business days for your order to ship. For delivery or shipping time frames, please visit FedEx.com and USPS.com for delivery times. Please note that FedEx Ground shipping typically delivers in 1 to 7 business days.
I JUST PLACED MY ORDER TODAY, WILL IT SHIP TODAY?
Our office will process and ship your order within 2-3 business days if shipping with FedEx Ground. However, orders placed with the shipping option USPS, will be shipped within 2-3 business days. We do not charge your credit card until your order has been processed and is ready to ship. However, during the holidays, please expect up to 10 business days for your order to ship.
I PLACED MY ORDER A FEW DAYS AGO, AND MY ORDER HAS NOT BEEN SHIPPED, BUT THERE IS A PENDING CHARGE ON MY CREDIT CARD. WHAT IS GOING ON?
If your credit card has not been charged then most likely we have not processed your order possibly due to an item not being in stock. We do not charge credit cards until your order is ready to ship. Please check your junk email folder as we may have attempted to contact you. Contact us immediately at [email protected] if your order still has not shipped after 5 business days (with the exception of the holiday season, please expect 10 business days). You may also call our office at (949) 273-2100 between Monday through Friday from 9:00am to 5:00pm PST.
DO YOU OFFER SHIPPING METHODS OTHER THAN FEDEX GROUND?
Yes, all shipping options available for your country will be displayed at checkout. If you have any trouble with shipping options, please contact us at (949) 273-2100 or email us at [email protected]
I'M IN CANADA, AND I CANNOT PICK UP MY PACKAGE UNTIL I PAY THE BILL FROM FEDEX, WHAT IS THIS AND WHY DO I HAVE TO PAY?
We understand that these extra duty and tax fees are inconvenient. However, these fees are set by your country. More information on import duty and tax fees can be found here: http://www.dutycalculator.com
YOUR WEBSITE HAS DECLINED MY CREDIT CARD, BUT I SEE MULTIPLE PENDING CHARGES ON MY CREDIT CARD. HOW CAN I GET THIS REMOVED?
If your credit card has been declined, most likely your order was not accepted due to a billing address or zip code mismatch. You may want to contact your bank about getting this verified because the more you try, the more pending charges will appear. It should take about 1-3 business days for the temporary charges to be removed. Your credit card will never be charged unless your credit card is approved.
WHAT IS YOUR RETURN POLICY?
Please visit our Return Policy page to see the details at: http://www.lovesurf.com/pages/return-policy
I ORDERED MY PRODUCT WITH A DISCOUNT CODE. CAN I RETURN MY ITEM IF IT DOESN’T FIT?
All of our discounted orders have a no exchange policy as stated at purchase. We recommend knowing your LoveSurf size before you order on a sale so you will be happy with your product.
I AM AN INTERNATIONAL CUSTOMER, HOW DO I RETURN MY ITEMS?
Please contact [email protected] for your return authorization number. Please note that all international customers are responsible for shipping charges including duties and taxes. When returning items back to LoveSurf, we recommend adding insurance with tracking to ensure your package arrives at our office.
THE ITEM I AM LOOKING FOR IS OUT OF STOCK, WHAT CAN I DO?
Some of our styles/colors are more popular and sell out faster. We will make sure to update stock at our best ability for your convenience. Keep checking! You can also e-mail us with the style and color you are interested in and we can check if we still have stock.
WHERE CAN I BUY A LOVESURF PRODUCT?
Our online store has the most diverse selection as we offer every item from the collection. For physical locations to buy LoveSurf check our retailer list here. Our products will also be offered on major e-commerce retailers such as Nordstrom, Urban Outfitters, Zappos, Sport Chalet, Revolve Clothing, Carbon 38, Scoop etc.
WHEN WILL YOU HAVE A SALE?
We always update our social media/ e-mails/ blog with current happenings at LOVESURF including sales, discount codes and trunk shows. Keep checking those or sign up for our email list here. Follow us on Facebook, Twitter, and Instagram (@LoveSurf).
WHAT IS SEAMLESS SWIMWEAR?
Seamless means there is no visible elastic band on the product and nothing digging into your skin. Our products are double fabric lined and sit on your body like a second skin.
WHAT DO YOU RECOMMEND FOR MY BODY TYPE?
Please refer to our size guide for all customized LoveSurf recommendations: http://www.lovesurf.com/pages/size-chart
DO YOU HAVE ANY TIPS TO CARE FOR MY LOVESURF PRODUCT?
Once you have a LoveSurf product, you definitely want to take good care of it to maintain the high quality. To do so, hand wash in cold water and use a mild detergent. No bleach. Lay flat in shade to dry. Try to avoid oils and tinted sunscreen.