Customer Service Policy – Santa Cruz Skateboard

At Santa Cruz Skateboard, we’re dedicated to providing exceptional customer service to every rider, whether you’re a seasoned pro or just starting out. This Customer Service Policy outlines our commitment to supporting you, resolving issues, and ensuring your experience with our brand is positive—from browsing our website to riding your new skateboard.

1. Our Commitment to You

We believe great customer service starts with respect, transparency, and a genuine love for skateboarding. Our team of experienced skaters and customer care specialists is here to:

  • Answer your questions promptly and accurately.
  • Assist with order issues, returns, or refunds (in line with our Refund and Shipping Policies).
  • Provide guidance on product selection, care, and maintenance.
  • Listen to your feedback and use it to improve our products and services.

2. How to Reach Us

We offer multiple ways to connect with our customer service team:

  • Email: Send your inquiries to [email protected]. This is our primary channel for support, and we aim to respond to all emails within 24-48 business hours.
  • FAQs: For quick answers to common questions (e.g., shipping times, returns, product details), check our Frequently Asked Questions page on the website—updated regularly with the most relevant info.
  • Social Media: Follow us on Instagram, Facebook, and Twitter for updates. While we prioritize email for direct support, we monitor social messages and will respond as soon as possible.

3. Types of Support We Provide

Our team is ready to assist with a wide range of needs, including:

  • Order Inquiries: Tracking your shipment, updating your address (before shipping), or checking order status.
  • Product Questions: Details about materials, sizes, compatibility, or care instructions for our skateboards, trucks, wheels, and accessories.
  • Returns & Refunds: Guiding you through the return process, explaining eligibility, or following up on refund status (see our Refund Policy for details).
  • Technical Issues: Help with website navigation, account access, or checkout problems.
  • Feedback & Suggestions: We welcome your thoughts on our products, website, or service—your input helps us grow!

4. Resolution Process

If you encounter an issue, we’ll work with you to resolve it efficiently:

  1. Reach Out: Contact us via email with your order number (if applicable) and a clear description of the problem. Including photos (e.g., for damaged items) can help speed up the process.
  2. Review & Response: Our team will review your inquiry and respond within 24-48 business hours with next steps—whether that’s arranging a return, sending a replacement, or providing clarification.
  3. Follow-Up: We’ll stay in touch until your issue is resolved. If a solution requires additional time (e.g., waiting for a replacement part), we’ll keep you updated on the timeline.

5. Service Standards

We hold our team to high standards to ensure consistent, quality support:

  • Knowledgeable: Our specialists are trained on our products, policies, and skateboarding basics to provide accurate advice.
  • Respectful: We treat every customer with patience and professionalism, regardless of the issue.
  • Transparent: If we can’t resolve a problem immediately, we’ll explain why and outline the steps we’re taking to fix it.
  • Accountable: If we make a mistake (e.g., shipping the wrong item), we’ll take responsibility and correct it at no cost to you.

6. Feedback & Complaints

Your feedback helps us improve. If you’re not satisfied with our service, please let us know by emailing [email protected] with “Feedback” in the subject line. We’ll review your comments and respond within 3 business days to address your concerns and prevent similar issues in the future.

7. Accessibility

We strive to make our customer service accessible to everyone. If you have specific needs (e.g., assistance with language barriers or accessibility tools), please mention them in your inquiry, and we’ll do our best to accommodate you.

8. Changes to This Policy

We may update this Customer Service Policy to reflect improvements in our support processes. Any changes will be posted on this page with a revised “last updated” date. We encourage you to review it periodically.

9. Let’s Connect

Whether you need help with an order, want to share a photo of you riding your Santa Cruz board, or just have a question about skateboarding—we’re here for you.

Email us anytime: [email protected]