Customer Service

Contact

GENERAL

info@mollusksurfshop.com

 

ONLINE STORE

store@mollusksurfshop.com

 

SAN FRANCISCO

sf@mollusksurfshop.com

(415) 564-6300 

VENICE BEACH

venice@mollusksurfshop.com

(310) 396-1969

WHOLESALE

sales@mollusksurfshop.com

 

WEB

web@mollusksurfshop.com

Shipping

How can I find out if my order has shipped / where can I find a tracking number for my order?

As soon as your items have shipped we’ll email you a carrier tracking number so you can follow your order. Login to view order and shipping information here. If confirmation does not arrived, please check your spam filter. 

How long does it take for an item to ship?

3-5 business days from confirmation notice.

Do you ship surfboards? How much will shipping be on a new board?

We ship surfboards from our Venice Beach location only. Typical domestic surfboard shipping costs between $150 - $300 but it varies based on location. We also offer reduced delivery driver shipping between San Diego and San Francisco along the CA coast. Contact us at store@mollusksurfshop.com if you'd like to arrange a pickup for a board in either SF or Venice Beach. 

Contact us with any questions or to receive a custom shipping quote before purchasing. 

Do you ship surfboards internationally?

We ship surfboards from our Venice Beach location only. Purchase any board from the Venice Beach online store and we will contact you with additional shipping charges. Shipping to Japan please select "Surfboard Shipping to Japan" at checkout. 

How do I know if an item is stock? 

Our online store inventory is updated daily, however boards and items with limited quantity can go quickly. For confirmation and questions regarding a purchase email us at store@mollusksurfshop.com

Return Policy

How Do I Return An Item? 

To return an item, fill out the return/exchange form that comes with your order. Ship your package back to our Online department with this form as well as your original invoice/receipt. Refunds and exchanges are accepted on merchandise within 14 days of receipt for items that have not been worn, altered or washed and include tags attached if applicable. You will receive a confirmation by email when your exchanges/refunds are processed. Please email store@mollusksurfshop.com with any additional questions. 

Your package should be shipped in a prepaid package to:

Mollusk Surf Shop

ATTN: ONLINE RETURNS

4500 Irving Street

San Francisco, CA 94122-1132

Please note: 

  • Shipping and handling charges are non-refundable. 
  • Refunds will be issued to your original payment method.
  • We do not refund initial or return shipping and handling charges. 

Please allow up to 2 weeks for the processing of your exchange from the date we receive your package. You will be responsible for the return shipping charge. With your package, please include your name, address, phone number, email address, and which items you are exchanging for.

PLEASE NOTE: Sale merchandise, music, video, and books are Final Sale and not eligible for return or exchange. If you have any questions regarding your order, please contact our Customer Service Team prior to placing your order. We have the right to deny returns if the merchandise returned does not meet our return policy requirements. We recommend that you send the package back to us via traceable carrier and insure the full amount of the merchandise you are sending back to us. We are not responsible for missing packages. If you have any questions regarding returns, please email store@mollusksurfshop.com. Please note our online return policy applies only to orders placed on our website. Items purchased on promotion will follow our normal return policy. Items purchased on markdown are considered FINAL SALE, not eligible for return or exchange.

Can I pick-up or return my order to a store location?

No, we are unable to accept returns at our stores for online orders.

Downloads

My download link never arrived in my inbox.

If the link did not arrive in your inbox after your purchase, check your spam/junk mailbox for the message. If you don’t see an email from Mollusk Online Store within 10 minutes from buying, contact us at store@mollusksurfshop.com and we’ll send over another link.  

I tried to download the film on my iPhone/iPad, but it didn’t work.

Before playing the film on your portable device, you must first download the file onto a computer and drag it into iTunes. Once the video is in iTunes you can transfer it to any device. If you try again and the link has expired, please email us and we will send over another one. 

What options do I have to play the film?

We recommend viewing the films we offer through iTunes or VLC player media player.

My download failed. Can you send another link? 

Yes, if you have any downloading problems, please email us and we will send you another link. 

I’m unable to open the zip file and see an error message that reads “not a valid zip archive.”

The file did not finish downloading properly. Contact us and we will send you another link. 

Gift Cards

To purchase a gift card visit our Mollusk Money page and select an amount! We offer in store or electronic gift certificates.