Customer Service

Shipping & Delivery
All products in our web shop are in stock, in our physical shop or our warehouse. In our warehouse we store off season products and duplicate products that we already have stored in our shop. This means that we can ship everything you find within a maximum of 24 hrs from the moment you order. We ship with PostNL, DPD and UPS. For small orders like replacement parts, we use PostNL. Beware: In The Netherlands PostNL delivers everywhere within 24 hrs (99%), but for foreign orders you have to calculate a week and somtimes more. This can be caused by your local customs that wants to check a container or international mail bag for drugs or other illegal substances or maybbe you live in a remote area. PostNL does not have track&trace unless you pay extra for it. DPD does have track and trace and has quicker delivery. UPS is most expensive, but quick and reliable. For UPS quotes: send us an email!
Privacy & Security
We use the information you provide just to inform you and to send you your order(s). We do not use your address information for any other purpose, nor will your information be sold or made available for other parties then Caer boardsports. Your transaction payment information will be stored by PayPal or MultiSafePay, the payment provider that handles all our credit card payments (VISA, MASTERCARD, AMEX). If you do not like this for privacy or other reasons, you can make a money transfer straight to our ABN-AMRO BANK account nr
IBAN: ABNANL2A0606729216  - attn: Caer boardsports - Groningen - The Netherlands
Always inform us that you plan to do so by sending us an email. Please wait for our reply!

Where does your info go?
When you use one of our payment service providers, your data and your transaction information will be stored in their system as well as in our financial administration. Our website uses Google analytics for optimization and analyses. Stored is demographic info, page visits, chossen shop language, web browser use as well as divice (mobile, desktop, laptop etc). 

Returns & Replacements
Clothing can be returned or exchanged for a different model, size or colour. Exchange is free of charge. Price differences need to be paid or will be refunded. Returned clothing needs to be unused, with all labels attached and in the original packaging. Products packed in hard plastic cases cannot be returned when the packaging is broken. Products like DVD's can only be returned with unbroken seal. Products from our OUTLET department cannot be returned!
Orders below € 9.99 (excl shipping) can not be returned because of administrative- and logistic reasons.

In case an order arrives damaged at your address, please make clear pictures before opening the box or envelope. This is your warrenty proof! On registered shipments you can make a remark of the damage on the deliverers receipt. The one you have to sign. Damage doesn't always have to be visible from the outside. An order can also be broken in the packaging or it can be shipped in the wrong size, model or colour. If this occurs mail us asap with one or more pictures that show the problem. In this case we will refund your shipping costs and replace the product 
Returns can be send with the return label included with your order and delivered to a post office near you. Send with registration, so the shipment can be traced in case the order gets lost. It's at your own risk if you do not do so!

Return address:

Caer boardsports
afd. Retouren
Veemarktstraat 97
9724 GC Groningen
The Netherlands

Customers responsabiliy!
Yes, you also have a responsability...  When we ship your order as registered mail, with UPS or with DPD, you receive a track&trace link from us that allows you to follow your order and see when your order will be delivered. When you are not at home, the deliverer will leave a note in your mailbox. You can also see on the track&trace link that he has been at your address. Please follow the instuctions on the note. Many times, you will also receive an email with reminder from us giving you instructions what to do or where you can pick up your order (neighbour or Pacel shop/Kiala etc). In case you would refuse the order, do not answer delivery note's or do not pick up your order from a pick up point and just leave the order to be returned to us, we will not refund shipping costs and withdraw our expenses from your payment. This includes handling and packaging costs, credit card and PayPal commissions. This is the only way we can keep serving serious customers well and also help protect the environment! Shipping parcels around the globe for no means is just pollution!
All orders placed before 15.00 hrs (local time) will be shipped the same day except some "off season" products stored in our warehouse. They are shipped the next day. You will be informed about your order though an email we send you that also includes your invoice in PDF and XML. This information contains information about the shipping date. We do not always add a printed invoice to your order. Environment .... you know ...
Payment, Pricing & Promotions
All prices in our web shop include 21% sales tax. Within the EU there are no extra charges like import duties, only shipping costs. Outside EU we can ship tax free, but you need to send us an email to arrange the shipment for you and create a correct invoice. Remeber that your local customs can charge you import duties and additional sales tax.
Viewing Orders
Your order will be confirmed to you to the email address you provide in the order form. In case you create an account you can also login and view your order. After you place your order and fulfill the payment you will receive an email confirmation and official invoice in PDF and XML from our administration software with an attached letter where we will inform your about the status of your order. 
Updating Account Information
Remember to update your account information when you changed address and you are a registered user of our web shop! Caer boardsports is not responsable orders getting lost by wrong (old) address information in our system. If you want us to ship to your office or business location please inform the mail responsables in your company that you expect a package, otherwise the package may be refused and returned. Especially on foreign orders this can be expensive.

In all cases not mentioned above the management of Caer boardsports will decide as fair and reasonable as we possibly can!