ORDER PROCESSING

UNLESS OTHERWISE STATED IN THE PRODUCT DESCRIPTION, ITEMS SHIP WITHIN 2-4 BUSINESS DAYS AFTER AN ORDER HAS BEEN PLACED.

PLEASE NOTE, PROCESSING TIME IS SEPARATE FROM YOUR SHIP METHOD TRANSIT TIME.

BY PLACING AN ORDER, YOU AGREE TO THE SUBSURFACE TERMS OF SERVICE.

SHIPPING PROTECTION POLICY

IF YOU PURCHASED SHIPPING PROTECTION AND YOUR ORDER WAS LOST, DAMAGED, OR STOLEN IN TRANSIT, PLEASE EMAIL US AT HELLO@SUBSURFACE.TV WITH YOUR ORDER NUMBER AND A DESCRIPTION OF THE ISSUE TO FILE A CLAIM. FOR DAMAGED ITEMS, PLEASE INCLUDE PHOTOS OF BOTH THE ITEM AND THE PACKAGING.

CLAIM WINDOWS:

-  LOST: FILE WITHIN 15 DAYS OF THE LAST TRACKING UPDATE. IF TRACKING HAS STALLED, PLEASE ALLOW 5 DAYS FROM THE LAST SCAN BEFORE FILING.
-  STOLEN: IF TRACKING SHOWS DELIVERED BUT YOUR ORDER ISN'T THERE, PLEASE WAIT 5 BUSINESS DAYS (CARRIERS SOMETIMES MARK PACKAGES EARLY), THEN FILE WITHIN 15 DAYS OF THE DELIVERY SCAN.
-  DAMAGED: FILE WITHIN 15 DAYS OF DELIVERY.

ONCE YOUR CLAIM IS FILED AND APPROVED, WE WILL RESHIP YOUR ORDER TO THE ORIGINAL ADDRESS AT NO COST. WE AIM TO PROCESS CLAIMS WITHIN 3 BUSINESS DAYS. IF WE HAVE SINCE SOLD OUT OF YOUR PIECE OR YOUR SIZE, WE WILL PROVIDE STORE CREDIT IN THE AMOUNT OF YOUR ORDER TO USE AT YOUR WILL. 

WHAT'S NOT COVERED:

-  ORDERS PLACED WITHOUT SHIPPING PROTECTION (THESE ARE SUBJECT TO CARRIER CLAIMS ONLY).
-  DELIVERY DELAYS—PROTECTION COVERS LOSS, DAMAGE, AND THEFT, NOT TRANSIT TIME.
-  INCORRECT OR INCOMPLETE ADDRESSES ENTERED AT CHECKOUT.
-  LOST PACKAGES LEFT PER YOUR DELIVERY INSTRUCTIONS OR ACCEPTED BY SOMEONE AT YOUR ADDRESS.

ONE RESHIPMENT PER ORDER. SHIPPING PROTECTION FEES ARE NON-REFUNDABLE ONCE YOUR ORDER SHIPS.

PREORDER

TO AVOID OVERPRODUCTION AND TO ADHERE TO OUR VALUES, WE OFTEN PRODUCE ON PREORDER BASIS. TO VIEW SHIPPING ESTIMATES, PLEASE THOROUGHLY READ THE PRODUCT DESCRIPTION. EMAIL US AT HELLO@SUBSURFACE.TV WITH ANY QUESTIONS REGARDING LEAD TIMES AND DELIVERY. 

DOMESTIC SHIPPING

SUBSURFACE ASSUMES NO RESPONSIBILITY FOR PACKAGES THAT ARE LOST, DAMAGED, STOLEN, UNDELIVERED, OR RETURNED TO SENDER DURING TRANSIT. WE WILL NOT RE-SHIP ORDERS THAT HAVE BEEN STOLEN AT DELIVERY. 

WE’VE PARTNERED WITH OUR SHIPPING COURIER TO PROVIDE 100% CARBON NEUTRAL SHIPPING. FOR EACH SUBSURFACE SHIPMENT, WE PAY A BIT EXTRA FOR OUR COURIER TO PARTICIPATE IN PROJECTS LIKE WASTEWATER MANAGEMENT, REFORESTATION, TREE PLANTING INITIATIVES, AND MORE.

WE OFFER DOMESTIC SHIPPING VIA UPS, OPTIONS AVAILABLE AT CHECKOUT.

INTERNATIONAL SHIPPING

WE SHIP WORLDWIDE VIA UPS.

DUTIES AND TAXES ARE NOT INCLUDED IN THE TOTAL AT CHECKOUT. THEY ARE DETERMINED BY THE CUSTOMS AGENCY WITHIN THE DESTINATION COUNTRY. ALTHOUGH CHARGES ARE NOT ALWAYS INCURRED, ASSESSMENT OF DUTIES AND TAXES WILL BE BASED ON THE VALUE OF THE ORDER AND THE TAX-FREE THRESHOLD, IF IT EXISTS, FOR GOODS IMPORTED INTO THE DESTINATION COUNTRY.

PAYMENT OF ANY DUTIES AND IMPORT TAXES IS THE RESPONSIBILITY OF THE RECIPIENT, AND THESE FEES ARE COLLECTED AT THE TIME OF DELIVERY. ON RARE OCCASIONS, CUSTOMS AGENTS MAY DELAY THE DELIVERY OF, OPEN, AND/OR EXAMINE THE CONTENTS OF PACKAGES AT THEIR DISCRETION. FOR MORE INFORMATION ON CUSTOMS FEES AND PROCEDURES, PLEASE CONTACT YOUR LOCAL CUSTOMS OFFICE.

SUBSURFACE ASSUMES NO RESPONSIBILITY FOR PACKAGES THAT ARE LOST, DAMAGED, STOLEN, UNDELIVERED, OR RETURNED TO SENDER DURING TRANSIT. WE WILL NOT RE-SHIP ORDERS THAT HAVE BEEN STOLEN AT DELIVERY. IT IS THE RECIPIENT'S RESPONSIBILITY TO DELIVER TO A SAFE AND PROTECTED ADDRESS.