Frequently Asked Questions
Can I order a custom wakesurf board, or foil board?
Yes, you can order a custom board of your choice. Please email us with your board inquiry and someone will get back to you within 24 hours to discuss the details and take your order over the phone.
Do you require a deposit for custom board orders?
Yes, there is a $200 deposit required for all custom board orders, and the remaining balance will be due upon pick up, or shipping the board. Instructions on paying the deposit will be provided upon a phone call to discuss your order. Please email us with your request, and someone will get back to you within 24 hours to discuss further.
How long do custom board orders take?
Depending on what type of board you order, and what the production schedule looks like during the time of year you place your order can effect our standard production times.
Poly Pops: Around 6-8 weeks.
Phantom Techs: Around 8-12 weeks.
Foil Boards: Around 8-10 weeks.
Can I change or cancel my order?
Yes, you can change or cancel your order as long as it has not shipped. If you would like to make any changes to your order, please contact us right away. contact us.
What's the status of my order?
To check your order status, log into your account through our Accounts Page. There you can check your order status and tracking if available.
Will I receive tracking for my order?
Yes, when your order ships, you’ll receive an automatic email notification with your tracking number.
If you are still jonesing, you can contact us.
Where do your items ship from?
All of our orders ship from Newport Beach, California.
When will I get my order?
Orders ship within 1-3 business days. If you know your order needs to arrive by a certain date, please contact us and let us know the details— we’ll do our best to make sure they arrive in time <3 If you are unsure what shipping service you are using, please refer to your order confirmation email.
U.S. Domestic: orders typically arrive within 1-5 business days of the ship date depending on location and ship service selected at checkout
– USPS Priority Mail: 2-3 business days
– UPS Ground: 2-5 business days
– UPS Second Day Air: 2 business days
– FedEx Priority Overnight: 1 business day
International: If you would like to have an order shipped intentionally, please contact us so we can provide you a custom shipping quote for the items you’d like to order.
– DHL Express: 3-5 business days
– FedEx Economy International: 5-7 business days
**Rates calculated at checkout**
Will I receive tracking for my order?
Yes, when your order ships, you’ll receive an automatic email notification with your tracking number.
If you are still jonesing, you can contact us.
When will my order ship?
Orders placed Monday through Friday before 12:00pm PST are usually shipped the same day. Orders placed after 12:00pm PST are shipped the next business days. All weekend orders will ship out the following Monday.
I received the wrong product, what should I do?
Bummer! If the product you received is not what you ordered, 1. we’re sorry! 2. contact us ASAP for further assistance.
When reaching out to our team, please include your order#, a description of the issue, product details (if possible) and last but not least, a few photos of the incorrect product so we know how to fix it for you.
I received a defective product, what do I do?
If the product you received is defective please contact us ASAP and we’ll help you out. When reaching out to our team, please include your order#, a description of the issue, product detail, and last but not least, a few photos of the defective product so we know how to fix the problem for you.
Will I receive tracking for my order?
Yes, when your order ships, you’ll receive an automatic email notification with your tracking number.
If you are still jonesing, you can contact us.
What is your online return policy?
If you don’t love it, you won’t wear it (or use it.) We will accept returns or exchanges of unused items within 14 days of the original date of purchase. In the case of international returns, customer is responsible to incurred shipping costs. Sale items are considered final purchases. In the event of a surfboard, wakesurf, or foil board return; customer is responsible for return shipping costs. To start a return, please contact us and one of our team member will instruct you further (usually within 24-hours.) contact us
How long does it take for my refund to process?
Refunds are typically processed by Velvet Wake within 1-3 business days. It can take up to 30 days for your bank to fully process the refund. (Typically 5-10 business days for all major credit cards.)
