Free Shipping Over $49
Free Shipping Over $49

FAQ

 

Product Questions

Returns / Exchanges

Order Questions

Product Questions

I normally wear a half-size shoe or sandal, but your web site only sells sandals in whole sizes. What size should I order?

It is usually best to go to the next size up when you normally wear a half size. There are also various sizing charts available according to the sandal style and brand on the website.
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You don't have a particular item in my size/style. Will you be getting more in?

Sometimes we get more than one shipment of an item, and sometimes we don't. Most Reef and Rainbow sandals will be restocked regularly. If you want to check on a particular item, please send us an email at Help@IslandSurf.com or you can reach us by phone at 1.800.272.2065 and we'll be happy to check to see if we are expecting to receive more of the item you would like.
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Can I buy a gift certificate?

Not at the present time, we are currently updating our online Gift Certificate system to be integrated with our local Surf Shops.
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My order is a gift. Are there gift wrap or gift receipt options available?

IslandSurf.com does not offer gift wrapping. You may print a gift receipt from your order account area. Please log into your account on IslandSurf.com. Locate the appropriate order, then select "print gift receipt." - Jake, can receipts be set up to print like this? The gift receipt should have the order number and the sku on it to be helpful to customer service.

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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.
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How do I check the status of my order?

You can check the status of your order by logging into your account on IslandSurf.com. Your orders and their status will be listed in your account area. If you forgot your password, click "Forgot my password." This will log you in so you can see the status of your order. If you have additional questions, you may reach us by e-mail at Help@IslandSurf.com or by phone at 1.800.272.2065.
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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. Orders process very quickly within the automated system, usually within minutes. If a change needs to be made and it is after business hours, please send an email to Help@IslandSurf.com. We cannot guarantee that changes can always be made, but we will do our best to make the change for you.
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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.
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What hours can I reach a customer service representative?

You can reach a customer service representative by phone Monday-Friday 9am-4pm CST. You can also use Live Chat from www.IslandSurf.com Monday-Friday 9am-4pm CST to chat with a customer service representative. If you need to reach a customer service representative in the evenings or on Saturday/Sunday, please send an e-mail to Help@IslandSurf.com and we will get back with you on the next business day.
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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 Help@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.
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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 Help@IslandSurf.com and we will confirm that all items were shipped for your order.
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What are my payment options?

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

I have had my Rainbow Sandals for more than 30 days, but I think there is a defect in them. How do I take advantage of their guarantee?

Please contact Rainbow Sandals directly at 1.800.762.7635 or by e-mail at sales@RainbowSandals.com. We apologize for any inconvenience that this causes, and we would love to take all defective Rainbow Sandals back, but it is required by the Rainbow Sandal guarantee policy that all defective items go back to them after the customer has had and worn the product for over thirty days. We cannot take defective, worn Rainbows back at our location.
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How do I make a return or exchange?

Returns and exchanges are easy. We will take all unworn and resellable items back within 30 days, and we guarantee our products against defects for 30 days.
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What is a Speedy Exchange and how do I complete one?

Let's say you ordered an item that just isn't going to work out and you don't want to wait three weeks to receive the correct size (cause you want to wear or use your item right away). Instead of mailing your item back to us, waiting for us to receive it, then waiting for us to ship it out, you can place a new order online with a Speedy Exchange, insuring you got your new items in a timely manner. Once we do receive the unwanted item, we will refund you the full amount of the original item ordered and any shipping fees you paid on the new order.
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I just got my order, and I need to return/exchange something. I don't see a return/exchange form in the package. How do I get another one?

Print our Return Form
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Is it safe to use my credit card on your site?

Our website is a member of Control Scan that protects our website from fraudulent orders. If you are unsure about entering your information on our website, please contact us at 1.800.272.2065
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How long will it be before I receive my order?

Usually after the order has shipped you will be able to track your order via UPS on their website which will give you and Scheduled delivery date of when the package should be delivered to you.
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Do you ship to addresses outside the United States?

At this time, we only ship to the United States and its territories. To service our military customers we also ship to APO and FPO addresses worldwide. We also can ship many of our brands to Canada, South America, Europe, Africa, or Asia via ISHOP USA by using the International Shipping checkout button on your shopping cart page.
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What are the shipping charges for returning an order?

Shipping charges are based upon what company you decide to use when you ship the package back to us. We do not cover shipping charges back to us on returns/exchanges. We are currently working on improving and will soon have prepaid shipping labels sent out with packages for fast, easy and convenient returns.
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Do you do back orders?

Islandsurf.com does do backorder on certain items including Rainbow Sandals, Reef Sandals, Crocs, Patagonia, Sanuk, etc.
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Do you charge sales tax on any item?

If you are located in Florida we do charge a 6% Sales Tax.
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What if I purchase an item and it goes on sale?

If you have purchased an item and it goes on sale after you have placed your purchase you may be able to get a refund in the difference under certain circumstances. There is a 10 day policy, if your item went on sale 10 days after you placed your order you are not eligible for a credit in the price difference.
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Can I cancel my order after it has been placed?

You can cancel your order as long as you give us a call at 1.800.272.2065, after you have placed your order. If your package has been shipped out, you may refuse the package but will not be refunded for shipping on your order.
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I received en E-Gift card in an email. What is it? How can I use it?

E-Gift Card is an Electronic Gift card that a family or friend may have purchased for you. It is a Gift Card Code that you may use on our website only. Once you have decided what you would like to order, proceed to checkout. At the bottom of the checkout page there is a space for you to enter your coupon code to be redeemed.
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How can I find out when my backorder items will ship?

You will receive an automated email from UPS stating that a package has been shipped out to you with a tracking number included in the email.
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What happens if something I order is out of stock?
If you placed an order for something that is out of stock, you will receive and email shortly after stating that the particular items are out of stock. You may substitute the item for a different item with a small discount for the inconvenience, or you may opt to take a refund for that item.
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