RETURN / CANCELLATION POLICY
All Tiki Soul items are made to order therefore all sales are final and can not be returned. In the rare instance we do approve a return, shipping fees are not refundable and client is responsible for return shipping. Once item is received by us in new and unused condition your refund will be processed. Orders may be cancelled within 24 hours. You must send us an email within this time to cancel the order. Please email firstname.lastname@example.org and include your order number and name. If you did not use the PayPal system to purchase your items there will be a 6% restock fee to cover credit card transaction fees that are NOT refunded to us. If you paid using PayPal, Shopify or Amazon Pay you will NOT be refunded their service fee as they do NOT return that fee to us. If your order is undeliverable as to no fault of our own and the item is returned back to us we will hold it for 10 business days. If we do not hear back from you within that time (because our shop is very small) we will ship it to the next client on the order list. If you want it redelivered you will have to wait to have the new board finished and will need to pay the shipping fee again. If we make a mistake on your order (spelling, wrong design, error matching mock-up) we will of course take care of the problem at no cost to you.
SURFBOARD SHIPPING DAMAGE
All though we take every precaution to keep your items safe during shipping, sometimes things happen that we can not prevent. This is a rare occurrence but in case your item arrives damage, you need to contact FedEx immediately and report the damaged shipment and schedule for the item to be picked up by FedEx. You need to also email us so we can get the necessary papers over to FedEx so the claim can be processed and we can either remake/repair your surfboard or refund your money. Tiki Soul is not responsible for lost or damaged shipments. Please not small imperfections in paint and epoxy are normal but in no way affect the look of the surfboard. Back of surfboards are only sealed with a thin sealer and can appear unfinished. They may have small amounts of paint, epoxy prints, sanding marks or other imperfection. These are not considered damage. We only give special care and attention to the finish to the front. In the event the back of your surfboard can be seen, please contact us before ordering
CUSTOM ORDERS AND MOCK-UPS
Custom orders will be designed per a detailed invoice description or mock-up examples, (if you paid for our mock-up service). You are responsible for the accuracy of the invoice description or mock-up. Please double and triple check these for accuracy, as they will be will be designed exactly as they appear on your invoice or mock-up. We are not responsible for any mistakes and payment of your invoice will act as your agreement that all information is correct and that you approve the design. Of course if we have made a mistake and did not produce your item exactly as described on your invoice then we will of course repair or replace at no expense to you.
ORDER PRODUCTION TIME
All Tiki Soul items are made to order here in our South Florida studio and not mass produced. Our production time varies according to our order load. Our normal production times average 6 weeks. Payment is due in full before your order will go into production. . Due to the hand made nature sometimes things happen that will cause your order to take longer than our production time states. We are more concerned about quality art than getting it to you fast. If you have a specific date that you need an item by or want your order rushed, please email us with your request before ordering.
HANGING YOUR ITEMS
All our items come with hardware for the back of your surfboard or sign. They come uninstalled so you can decide what angle you would like to hang your item. Hanging our items is very similar to hanging a picture frame. We are not responsible for the hanging of any of our items, and you do so at your own risk. We recommend you use heavy duty wall anchors (not supplied) in conjunction with the hangers supplied. We are not responsible for improper hanging or improper installation of hanging hardware.
DECALS AND ARTWORK
Some pre-made decals and all vinyl pinstriping seen in our designs are not produced by us in house and are limited to availability for size and color. If we are out of a decal we will let you know if it will delay your order. Most decals can be ordered and received without affecting the production time.