Tower Shipping Policy
by Stephan Aarstol
All domestic orders over $100 (within the continental US) qualify for FREE SHIPPING, except for hard stand up paddleboards, which are oversized and have to ship via freight. The majority of what we ship is inflatable paddle boards, and they always ship free within the continental US. If you purchase stand up paddleboard accessory items and you order doesn't sum to over $100, you will be charged a weight and distance rate based upon our actual UPS rates.
We've been shipping stand up paddleboards and accessories for a decade so we've become pretty adept at it. We have very few problems, and when we do, just call or email us and we'll personally take care of any situation and ensure you are not only a satisfied customer, but that you are so happy with your purchase that you become great word of mouth referral - that helps us pass on more saving to other stand up paddleboard customers like yourself!
Tower's Stand Up Paddleboard Shipping Warehouse
We at Tower Paddle Boards want your online experience to be enjoyable, simple and successful. With Tower's direct to consumer business model on stand up paddleboards and accessories you get off the chart value AND unparalleled customer service. That's the Tower difference. As seasoned eCommerce veterans, we appreciate the importance of getting your order delivered to you in a timely manner, and explaining the whole process upfront. To that end, we have created the following shipping policy which should clarify what companies we use for our shipments and how quickly we anticipate getting your order out the door.
Please review our policies and procedures and let us know if you have any questions or concerns by contacting us at firstname.lastname@example.org.
NOTE: We only ship EPS/Epoxy stand up paddleboards in the Continental United States. We DO NOT ship to Hawaii or Puerto Rico. Nor do we ship to APO/FPO addresses. Sorry, but no exceptions.
NOTE: We do not ship orders on Saturdays or Sundays. Here are details on our shipping methods.
Domestic Orders (USA)
Inflatable Stand Up Paddleboards - All inflatable paddle boards or iSUPs ship FREE within the contiguous US.
Hard Board Stand Up Paddleboards - We ship hard board stand up paddleboards by a specialty freight company and it varies who we use. We charge you $125 for the 1st board, then $25 each additional up to a max of $250 total to ship as many boards on the same order. Time in transit is typically 7-14 days. We do not offer expedited shipping on stand up paddleboards. Boards typically ship within 1-2 business days of purchase.
Stand Up Paddleboard Accessories and Other Products - For orders under $100, shipping pricing is based on our real costs which factor in weight and distance from San Diego, CA. Shipments go via UPS Ground or USPS Priority, depending on the destination and weight. Time in transit is typically 1-5 business days. Items typically ship within 1-2 business days of purchase.
FREE Shipping - All domestic orders over $100 qualify for free shipping within the continental US, except for orders that include hard boards which have to ship separately via freight. Inflatable paddle boards ship free.
EPS/Epoxy Stand Up Paddleboards - Sorry, but we currently DO NOT ship EPS/Epoxy stand up paddleboards outside of the contiguous United States. Inflatable SUPs do ship internationally.
Inflatable Paddle Boards - Our inflatable paddle boards ship internationally via USPS Priority Mail (6-10 business days). You can add accessory items to your order and the shipping costs just increase with weight. A shipping quote is created online during check-out prior to prompting you for your credit card. Rates are based on weight and destination. Time in transit is typically 6-10 business days, although this can vary quite a bit on international orders, so plan accordingly. Items typically ship within 1-2 business days of purchase.
All Other Products - We ship via USPS Priority International mail or UPS Worldwide Expedited at our discretion. We don't give you the option of your choice, as sometimes costs vary greatly, so we select the best cost and that's what our automated shipping calculator quotes you. A shipping quote is created online during check-out prior to prompting you for your credit card. Rates are based on weight and destination. Time in transit is typically 3-10 business days, although this can vary quite a bit on international orders, so plan accordingly. Items typically ship within 1-2 business days of purchase.
NOTE: Custom, Duty, Taxes, and Country Specific Fees Are Separate
Our international shipping price only reflects the base shipping charge not including customs duties, taxes and country specific fees. Our shipping price ONLY reflects the cost for us to ship your order to your country. If you are unsure of your country's import policies, please check with them before ordering. IT IS COMMON FOR THE SHIPPING COMPANY TO ARRIVE WITH AN BILL WHEN YOU IMPORT PRODUCT FROM ANOTHER COUNTRY, SO BE PREPARED. Tower Paddle Boards will not be held liable for any customs duties or taxes that arise from your local customs office. We simply can't keep track of all the import fees and duties from over 100 countries all over the world. Tower Paddle Boards will also not be held responsible for any additional fee the local carrier in your country may charge.
Estimated delivery time for items we have in stock is from date of shipment provided no problems or delays occur with your local customs office AND it is only an estimate. International shipment times vary greatly. Tower Paddle Boards will not be held responsible or liable for any problems that result at your local customs office.
Hard Board Stand Up Paddleboard Delivery Instructions
Because of their size, delivery on stand up paddleboards is a little different than your regular UPS or USPS delivery. We ship our boards via a freight company. Here's what you need to know:
- Expect a call before shipment - The freight company will contact you via the phone number on your order to schedule a convenient delivery time when the board is in your area.
- Arrange for personal receipt - You will need to have someone available to take delivery. If this is problematic, you can often times pick it up at the shipping companies warehouse with an ID.
- Inspect upon delivery - The drivers ARE NOT required to stick around while you inspect the board, but THEY ARE obligated to come back within 3-days and pick-up a board at no cost if the board was damaged during delivery. If the driver is willing to stick around (this is at their discretion, and depending on how busy they are), pull the board out of the box and inspect it right upon delivery, especially if the box is badly damaged. Even if the driver won't wait around, you are still covered for damaged boards, so don't fret it. Our freight company is one of the best in the business, but occasionally items of this nature can get damaged during shipment. We are one of the few companies in the industry that double boxes our shipments, so risk of damage is minimal.
If your SUP board is damaged, you have 2 options:
Option 1: Accept delivery and we'll compensate you - If you feel the damage is something you can live with or repair, please accept the delivery, keep the board boxes and bubble wrap packaging and contact us. We will try to determine a refund to compensate you fairly for the damage. Our aim is to make you 100% satisfied, but if we can't reach agreement that makes sense we will retrieve the board and just send you a replacement.
Option 2: Refuse shipment - If you don't feel compensation will do the trick, either refuse shipment (write "refused due to damage" on the shipping receipt) on the spot and notify us, or let us know within 24 hours of delivery and we'll arrange for the damaged board to be picked up. We'll get a replacement board out right away, but understand it will take another 7-10 days in transit just like the 1st shipment.
Damage rarely happens to our boards, but understand that in the event it does, we are here to take care of you. At extra expense, we double box our boards to minimize the risk of damage, but it still is a possibility. Our policy is to be open and honest with you and not make you jump thru a bunch of hoops to get a satisfactory remedy. All that we ask from you is that you also understand that sometimes these things happen, and all parties have to be reasonable. We'll get the situation rectified.