Customer Service

Shipping & Delivery
Caer boardsports is not just a web shop. We have a physical shop as well. Al the products shown on our web shop are in stock. In our shop or in our warehouse. We do not drop ship! Drop shipment is a system where online shops do not have stock themselves. They work for a financial commission given by the real owner of the product (can be another shop or distributor). They will send the invoice of your order with their logo on it in PDF to the real owner of the product. They will print it out and add it to your order. This way it looks like the web shop shipped it, but you actually they never saw the product, maybe even don't know anything it. We do NOT work like this. The benefits for you as a customer are that you can ask questions about what you plan to buy. About the fit, the fabric, the performance, flex, durability, you can make changes, like different wheels on a longboard or a different binding on a snowboard set offer. We choose the best selection of products our brands have to offer and we know how the product left our company. We just have more control and better service.
Privacy & Security
We use the information you provide us just to inform you and to send you your order(s). We do not use your address information for any other purpose, nor will it 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: NL83ABNA
BIC: 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!
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. Clothing returns need to be new and unused, with labels attached and in the original packaging. Products in hard plastic cases cannot be returned when the package is broken. Products like DVD's can only be returned unopened and sealed. Products from our OUTLET department cannot be returned!
In case an order arrives at your address damaged, please make clear pictures before opening the box or envelope. This is your proof! On registered shipments you can make a remark of the damage on the receipt you have to sign. 
Even without damage on the outside, the product we ship can be damaged or it can be shipped in the wrong size, model or colour. Please send us an email and inform us as soon as you can about the problem, so we can correct it. In case like this return expenses will be refunded and the the mistake will be corrected. 
Returns can be send with the return label we include 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

Ordering
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.
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. In The Netherlands orders over € 50.= are free of charge, within the rest of the EU free shipping over € 150.=. Shipping costs for other than EU countries are mentioned in our web shop at the end of the ordering process, before you pay. No tricks!
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 since the last time you ordered from us. Caer boardsports is not responsable for wrong address information provided by it's customers. 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 from us. Otherwise maybe the package is 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!