Order Questions

What is processing, and how long does it take?

When an order is in processing, this means that the order has been placed but has not yet been shipped. We allow 1-2 business days for an order to process before the item(s) is shipped.

How do I check the status of my order?

You can check the status of your order online by logging into www.IslandSurf.com. To do so, simply type in the e-mail address used when you placed the order and log in. If you forgot your password, click "Forgot my password." This will log you in so you can see the status of your order. You may also reach us by e-mail at HelpTiki@IslandSurf.com or by phone at 1-800-272-2065.

How can I change an order that has already been placed?

If you place an order and need to change it, please contact IslandSurf.com by phone at 1-800-272-2065 as soon as possible. If a change needs to be made and it is after business hours, please send an email to HelpTiki@IslandSurf.com. We cannot guarantee that changes can always be made, but we will do our best to make the change for you.

UPS or USPS has lost my package. What should I do?

Please contact IslandSurf.com by phone at 1-800-272-2065 and a customer service representative will contact the shipping carrier and try to have the package recovered. If the package is not recoverable, we will send out a replacement as soon as possible.

What hours can I reach a customer service representative?

You can reach a customer service representative by phone Monday-Saturday between 6 a.m. and 5 p.m. Pacific Standard Time. You can also use Live Chat from www.IslandSurf.com Monday-Friday from 6 a.m. to 5 p.m. to chat with a customer service representative. If you need to reach a customer service representative in the evenings or on Sunday, please send an e-mail to HelpTiki@IslandSurf.com and we will get back with you on the next business day.

I forgot to enter a coupon code at checkout. Is there any way I can still get my savings?

If you send an email to HelpTiki@IslandSurf.com or give us a call at 1-800-272-2065 and have the coupon code available, we'll be more than happy to apply the savings to your order.

I just received an e-mail stating that my order has shipped. Not all of the items I ordered are listed in this e-mail. Where are my other items?

We currently have orders shipping from two separate locations, which can sometimes cause orders to be shipped as split shipments. If this happens, you should receive more than one tracking number in your e-mail. If you do not receive more than one tracking number, please give us a call at 1-800-272-2065 or send an e-mail to HelpTiki@IslandSurf.com and we will confirm that all items were shipped for your order.

What are my payment options?

At this time, we accept the following credit cards: MasterCard, Visa, and American Express.

What are my delivery options?

We ship via UPS to all locations within the continental United States, except PO Boxes. All PO Box orders are shipped via the United States Postal Service. Orders to Alaska, Hawaii, and APO/FPO addresses are shipped via the United States Postal Service as well. If you live in an area where having UPS deliver a package is a problem, please contact IslandSurf.com at 1-800-272-2065 and a customer service representative will be happy to change the shipping method to USPS.

How do I get free shipping?

To qualify for free shipping, an order must total at least $50.00. Occasionally, when large/fragile items are shipping, boxing and packing fees do occur even with the free shipping. These fees do not count toward the $50.00 free shipping.

I need this order by a certain date. How can I guarantee that it will be delivered on time?

If you need something by a particular date, please call 1-800-272-2065 as soon as the order is placed and let a customer service representative know. We will do our best to get your order to you by the time needed. We also offer expedited shipping, which guarantees your item gets shipped within one to two business days via 2nd day air through UPS.