Customer Service Policy – Quiksilves

At Quiksilves, we believe that great service is as essential as the gear you rely on for your outdoor adventures. Whether you’re prepping for a surf trip, gearing up for snow season, or just updating your outdoor wardrobe, our team is here to make your experience smooth, informed, and tailored to your needs. This policy outlines how we’ll support you—from answering questions about a wetsuit’s fit to troubleshooting a snowboard issue—so you can focus on what matters most: the adventure.

1. Our Service Promise

We stand by three core values in every interaction:

  • Expertise: Our team includes outdoor enthusiasts—surfers, snowboarders, and hikers—who know our gear inside out. We understand the nuances of wetsuit thickness, snowboard flex, and waterproof fabric ratings, so we can give you advice that’s practical and personalized.
  • Responsiveness: We know timing matters, especially when you’re planning a trip. Whether you need to check on a shipment before a weekend surf session or resolve a sizing issue for an upcoming ski trip, we’ll prioritize your inquiry and get back to you quickly.
  • Respect: Every adventurer is different—whether you’re a beginner asking basics about surfboard sizes or a pro seeking details on advanced snowboard bindings. We’ll listen without judgment, answer thoroughly, and treat your questions with the same care we put into our gear.

2. How to Reach Us

We offer multiple ways to connect, so you can choose what works best for your schedule and needs:

  • Email: Send inquiries to [email protected] for detailed questions (e.g., “How do I choose the right wetsuit thickness for my local water temp?” or “Can I return a snowboard if it doesn’t fit my stance?”). We aim to respond within 24-48 business hours, with clear, step-by-step answers.
  • Live Chat: Available on our website during peak hours (9 AM–7 PM ET, Monday–Saturday), our chat team handles quick questions like stock checks (“Is the SlopeMaster snowboard in size 156cm in stock?”), order tracking, or help navigating our size guides.
  • FAQs: Our Frequently Asked Questions page is updated regularly with answers to common queries, from “How to care for neoprene wetsuits” to “What’s the warranty on surfboard fins?”—perfect for instant info when you’re in a hurry.

3. What We Can Help With

Our team is ready to assist with every part of your Quiksilves experience, whether you’re shopping, using, or returning gear:

  • Product Guidance:
  • Sizing help (e.g., “Will this jacket fit over layers?” or “What’s the difference between regular and wide snowboard boots?”).
  • Gear specs (e.g., “Is this surfboard suitable for beginner waves?” or “How waterproof is this backpack?”).
  • Care tips (e.g., “How to clean a wetsuit without damaging neoprene” or “Storing snowboards for summer”).
  • Order Support:
  • Tracking shipments (including updates on bulky items like surfboards or snowboard packages).
  • Modifying orders (e.g., changing sizes or addresses) before they ship.
  • Resolving issues like missing items (e.g., a fin set that didn’t arrive with your surfboard).
  • Returns & Exchanges:
  • Walking you through our 60-day return process, including eligibility for gear (e.g., “Can I return a used snowboard?”—short answer: no, but we’ll explain why).
  • Helping arrange exchanges for better-fitting items (e.g., swapping a rash guard for a larger size) or different models (e.g., upgrading to a stiffer snowboard).
  • Warranty & Repairs:
  • Explaining warranty coverage for defects (e.g., “Does my surfboard’s warranty cover dings from rocks?”).
  • Coordinating repairs for eligible items (e.g., fixing a broken zipper on a jacket or re-gluing a wetsuit seam).
  • Adventure Tips:
  • Sharing insights like “Best surf wax for warm vs. cold water” or “How to adjust snowboard bindings for your stance”—because we want your gear to perform its best.

4. How We Resolve Issues

We’re committed to turning concerns into solutions, with clear steps:

  1. Reach Out: Contact us via your preferred channel, including your order number and a description of the issue. For gear problems (e.g., a torn seam, a faulty binding), photos help us assess quickly—we’ll keep these confidential.
  2. Get a Response: We’ll acknowledge your inquiry within 24 hours, letting you know we’re working on it. For urgent issues (e.g., a broken surfboard before a trip), we’ll prioritize your case.
  3. Find a Solution: Our team will propose a fix—whether that’s a replacement for a defective item, a refund for an ill-fitting jacket, or a tutorial to help you adjust your snowboard bindings. We’ll explain why we’re taking that step, so you understand the process.
  4. Follow Up: After resolving your issue, we’ll check in to make sure you’re satisfied. If we made a mistake (e.g., shipping the wrong size), we’ll apologize and offer a gesture of goodwill (like a discount on your next order) to make it right.

5. Our Team’s Expertise

Every team member undergoes training to ensure they can assist with your gear:

  • Product Knowledge: They learn the details of our surfboards, snowboards, clothing, and accessories—from materials (neoprene, Gore-Tex, fiberglass) to features (ventilation, flex ratings, waterproofing).
  • Adventure Experience: Many are active in the sports we cater to, so they can speak from personal experience (e.g., “I’ve used this wetsuit in 50-degree water—it keeps you warm but not bulky”).
  • Problem-Solving: They’re trained to handle tricky situations, like coordinating returns for oversized items (surfboards, snowboards) or explaining customs issues for international orders.

6. Feedback—We’re Listening

Your thoughts help us improve. If you have feedback about our service—positive or constructive—email us at [email protected] with “Feedback” in the subject line. We review every message and use insights to refine our support, whether that means adding more details to our size guides or extending chat hours during peak seasons.

7. Changes to This Policy

We may update this Customer Service Policy to reflect new ways we’re supporting you (e.g., adding phone support for complex issues). Any changes will be posted here with a revised “last updated” date. We encourage you to check back occasionally to see how we’re evolving.

8. Let’s Connect

Whether you’re excited about your new gear, need help with a return, or just want tips for your next adventure—we’re here.

Email us anytime: [email protected]