Shipping, Returns and Warranty Policies
SHIPPING:
Due to current shipping trends, customers from HI, AK or international, please contact us prior to placing your order for the most accurate shipping rates. Make sure to include items being purchased and an accurate shipping address. I apologize for the inconvenience.
We acknowledge that shipping has become increasingly expensive for you the customer as well as for small companies like ours. We will do our best to have the most competitive shipping rates in the industry.
Due to current circumstances with shipping costs and tariffs, our shipping policy will be as follows for customers in the continental United States:
- All current model year products $99.99 or more will ship for free (except Reflex bindings and skis)
- All closeout products, defined as not current model year or items that have been discounted at least 30%, will be charged a flat shipping rate and shipped VIA UPS Ground (see below).
- All in stock Reflex bindings and parts $100 or more will have a flat rate fee of $12.95
- All drop shipped Reflex bindings, parts and skis will have a flat rate fee of $45 as these come directly from France. Any items that are drop ship only will be noted on the product listing. Please note this includes special orders.
Exceptions:
- If you are purchasing a current model year ski and in stock Reflex bindings, your order will qualify for free shipping.
- If you are purchasing a current model year ski and closeout bindings (or vice versa), your order will qualify for free shipping.
With this said, I will always do my best to get you the best shipping rates possible. If you are purchasing multiple items or have an item than qualifies for free shipping as part of your order, please contact me so I can try to get your entire order to qualify for free shipping. Unfortunately, our system doesn’t have the ability to apply free shipping to an entire order if one of the items qualifies. If you have any questions on shipping, please call or email:
Phone: 888-505-3439 Monday-Friday 9-5 EST Saturday 11-4 EST
Email: sales@h2oproshop.com
To receive a shipping quote via email, I will need your full shipping address. If you would like me to email you an invoice with your shipping quote, please include your full name, phone number and billing address if it is different than shipping address.
Flat Shipping Rates:
- Envelope $5.95
- Small box (under 15lbs) $12.95
- Large box (15lbs and above) $19.95
- Oversized box (Skis, wakeboards, wake surfs) $39.95
We ship Monday through Friday. Shipping is not available over weekends or on holidays that fall during the work week. Orders placed with the free shipping option will ship within three (3) business days from the date of purchase. Expedited orders placed before 12pm EST Monday - Friday will ship the same day. Expedited orders placed after 12pm EST or weekends/holidays will ship the following business day.
We stock most items on our website most of the year. However, some items sell out quickly and will be drop shipped while we wait form more inventory to arrive. Drop shipping is not available for anyone outside the continental US. Drop shipping will be considered a special order for certain items and not subject for our return policy. Some drop shipped items may not be eligible for free sipping. If the manufacturer ships you the incorrect item, contact us immediately with photos showing the incorrect item. A photo of the size will be required with these. Please include your order number and tracking number with this email. Our Ride, Then Decide program is not eligible for drop shipped items. We will always contact you if an item is out of stock and needs to be drop shipped.
Shipping for our Ride, Then Decide program is only valid for the first item shipped. The customer will be responsible for any return shipping charges as well as shipping the next item. Because of this, I encourage our customers to let us help you choose the right product for you based on our real world knowledge. This will reduce the likelihood of needing to try more than two skis or boards.
SPECIAL ORDERS:
If there is something from a manufacturer we work with that you don't see on our site, please contact us. We may be able to special order it for you. Special orders are not eligible for returns. Special orders are also not eligible for free shipping.
EXCHANGES: Any items you wish to exchange must be new, unused and in their original packaging with all tags still attached. You will be responsible for return shipping fees along with shipping fees for the replacement item. Any items being exchanged outside the 30 day return policy will be subject to a 20% restocking fee. If you are unsure of what size you need, contact us to help figure out sizing or purchase the two sizes you think you might need and set up a return for the one that doesn't fit. Special orders are not eligible for exchange. Used items are not eligible for exchange. Eagle vests are not eligible for return or exchange. Please see our Eagle vest return policy below.
RETURNS:
Here at H2OProShop, we like to keep things simple. If you need to return an item, we will do our best to work with you within a reasonable time frame. Our general return policy is 30 days for new unused items with receipt (for in-store purchases) and original packaging/labels. If an item that you are returning does not have it's original packaging and label, there will be a 20% restocking fee. If an item has been used, we will contact you about the item. For online orders, the customer is responsible for any return shipping fees. We can provide a shipping label via email that would be deducted from the refund. The labels we provide are often less expensive than buying a label yourself. Return labels are only available to residents on the continental 48 states. Alaska, Hawaii, and international orders will need to purchase labels from local carriers. Please use the following return address:
H2OProShop
Returns
260 Lake Flower Ave.
Saranac Lake, NY 12983
Please include the order number inside the package either written on a piece of paper with the name the order was placed with or with the original packing slip provided by us. Orders returned without notice and/or order numbers will be subject to a 20% restocking fee. To start a return, please use the form on our contact page or email us. Please include the order number. Order numbers can be found on the provided packing slip or your confirmation email from time of purchase.
*We strongly recommend obtaining insurance from the carrier in case of loss or damage. If insurance is not obtained, or is not enough to cover the cost of the item, we will not issue a refund for that item if it is lost or damaged.*
ITEMS NOT ELIGIBLE FOR RETURN:
-Special Orders (This includes drop shipped items. We will always notify you if we need to drop ship an item from the manufacturer)
-Gift Card
-Customized Items (If you have altered or had us alter any item, it is no longer eligible for a return or warranty. Only exception is replacing or aligning fins on skis, wakeboards and wakesurfs)
-Used Items (unless part of our Ride, Then Decide program)
*Eagle vests are not eligible for returns under any circumstance except for warranty issues. Eagle vests have a very specific fit. They fit one size smaller off the rack and will stretch over time during use. Eagle has designed these vests to be skin tight. If you are unsure what size you will need from Eagle, contact us to help with sizing.*
Closeout items are only eligible for store credit if being returned. Items purchased through sale promotions (Black Friday, Memorial Day, 4th of July, etc are eligible for return). Closeout items are any item that is marked down 25% or more. This also includes all Phase 5 boards that are marked down at least 20%. Buyer is responsible any return shipping and shipping insurance costs. If you have questions on any of the closeout items, please contact us:
Email - sales@h2oproshop.com Phone 888-505-3439
Once your return has been received and approved, we will issue a refund. It typically takes 5-7 business days for the refund to be processed back to your account. PayPal and other third party services may take a little longer. If it has been 15 business days or longer, please contact your bank first. If they do not have any record of your refund, then please contact us. If you paid with PayPal, make sure to check your PayPal balance as some refunds will be processed there.
If you wish to exchange an unused item, contact us so we may recommend the best solution based on current inventory.
WARRANTIES:
We work with the best companies in the industry, but not every piece of equipment will be completely free from potential defects. If you feel that something you bought form us has a defect, email us with the order number and a few photos of the issue you have. We will then contact you to discuss the issue further. Some items may need to be shipped to us or the manufacturer. Shipping for warranty is covered by the customer. Please always contact us first. Do not go directly to the manufacturer. They will tell you to contact us anyway. If you purchased from our physical store, you will need the receipt from your purchase when you email us. You can attach a photo of it in the email. If the manufacturer approves the warranty, we will contact you about the next steps. If the specific item is still in production, the manufacturer will generally replace it with the newest version. We cannot request any specific graphics or colors unless there are multiple options and the original color is not available. This process can take 6-8 weeks to complete once started, so if there is an issues, don't wait to contact us.
