Shipping, Returns and Store Info: FAQ

Answers from HSS in Honolulu on store hours, shipping, returns, exchanges and payments.

Where is the HSS shop and what are the hours?

320 Ward Avenue #111, Honolulu, HI 96814. Mon–Fri 10:30 AM–6:30 PM, Sat 10:30 AM–7:00 PM, Sun 11:00 AM–6:00 PM (open 7 days). Phone/text (808) 597-9055, sales@hawaiiansouthshore.com. English or Japanese is OK.

Is the online inventory the same as what is in the shop?

Yes. The HSS website inventory updates every 10 minutes, so online stock matches the shop.

Does HSS offer free shipping?

Free shipping to US addresses (excluding US territories) on orders of $150 and above, for clothing and select surf accessories only; not surfboards, bodyboards or surf travel bags. Shipped via insured USPS. Full details: Shipping Policy

How long does shipping take?

US clothing and accessories: processed in 1–2 business days, delivery estimated 3–5 business days after processing. International (DHL or UPS): processed 1–2 business days, estimated 5–7 business days after processing; shipping, duties and taxes are computed at checkout. Full details: Shipping Policy

Can HSS ship a surfboard?

Yes, but only boards purchased from the shop. Neighbor-island boards go via Alaska Air Cargo (usually two days). Mainland boards go by FedEx door-to-door (up to 6'0": $75 flat to continental US addresses; 6'1"–8'0" by quote) or Delta Air Cargo to major airports for boards over 8'0" (airport pickup within 48 hours with government ID; fee table on the policy page). Full details: Shipping Policy

Does HSS ship internationally or to US territories?

Yes. International shipping is available and quoted at checkout; the FAQ also says HSS ships to Guam and Puerto Rico (shipping fees apply) and tax and duty are calculated at checkout.

How do I track my order?

You get a confirmation email with a link to your order status page, and a second email with tracking when the order ships. Tracking can take up to 48 hours to become active.

What is the return policy?

Eligible online purchases can be returned within 15 days of delivery for store credit only. The one exception is Real Sun Cover, which has a 30-day money-back guarantee; contact HSS at sales@hawaiiansouthshore.com to start a return. Surfboards are final sale once purchased (see Q56). Eligible items must be unworn, unwashed, unused, with all original tags and the original receipt, and return shipping is paid by the customer. Surfboards, board accessories, sale items, used/worn items and consumables (wax, Solarez, etc.) are final sale and cannot be returned or exchanged. Full policy: Refund Policy

Can I return a surfboard?

No. Surfboards are final sale once purchased. Once you walk out of HSS with a board (or it ships to you), the sale is final. HSS has no damage claim process, so check your board carefully before you leave the shop. This is separate from manufacturer warranty (Q62), which covers manufacturing defects only and is handled by the manufacturer, and from the return windows in Q55 (those do not apply to surfboards). Full policy: Refund Policy

Can I exchange an item?

Eligible items can be exchanged subject to stock (surfboards cannot be returned or exchanged, see Q56). Email sales@hawaiiansouthshore.com with your order number before sending anything back. Send returns to: Attn: Exchange and Returns, 320 Ward Ave #111, Honolulu, HI 96814. Full policy: Refund Policy

Can I change or cancel an order?

Email sales@hawaiiansouthshore.com as soon as possible; changes cannot be made once the order has entered the shipping process.

Is there sales tax?

Hawaii-shipped orders: 4.712%. Orders shipped to other states: tax-exempt.

What payment options does HSS accept?

All major credit cards, PayPal, Synchrony and Shop Pay installments.

Does HSS sell gift cards?

Yes, online and in store: "HSS ONLINE ONLY GIFT CARD" and "HSS PHYSICAL GIFT CARD (HSS CAN SEND FOR YOU)".

Hss Online Only Gift Card · Hss Physical Gift Card Hss Can Send For You

What warranty comes with my product?

Each product's manufacturer handles its own warranty, which covers manufacturing defects only. HSS has no store warranty page and no store warranty claim process, so check the manufacturer's warranty for your product (and keep your receipt). Example: VEIA states that all VEIA gear carries its own VEIA Lifetime Warranty against defects in workmanship and materials: Warranty. For FCS, Futures, Firewire, Lost, Thunderbolt and other brands, check the manufacturer's warranty. Manufacturer warranty is not a return or a damage claim: surfboards are final sale (Q56), and the return windows are in Q55.

Does HSS offer a discount when I buy a surfboard?

Yes, the Board Buyer Perk. When you buy a surfboard from HSS, you save 15% on up to 10 eligible accessories, apparel, wetsuits and rash guards in the same order, including fins, leashes, deck pads and board bags. It applies automatically at checkout, no code needed. Surfboard rentals are not included.

More questions? Call or text HSS at (808) 597-9055 or email sales@hawaiiansouthshore.com.