Customer Service

Shipping & Delivery
- Everything in our web shop can be shipped within 24 hours and most of the time the same day. We do not "drop-ship". We forward your order with with Ducth mail (PostNL), DPD (in EU only) and UPS (world wide and large shipments over 100 cm). In The Netherlands the option regular mail (PostNL) results in next day delivery (98%), but for foreign orders regular mail results in delivery in a few days to several weeks. This is caused by third party contractors, companies with whom the Dutch mail (PostNL) works in your country or countries in between. Outside EU your local customs can play a part in delay. This delay can affect all carriers, the cheap and the expensive. This is out of our control and no rights can be derived from these delays. PostNL shipments have no track&trace unless you pay extra. All others carriers we work with use a tracking system. DPD door-2-door delivery is only active in the European community. It's faster and more reliable than regular mail. UPS is the fastest, but more expensive. In the Check Out page of our web shop we give you the shipping options that we offer to your country. You can choose the one of your preference.
- The obligation to deliver from Caer boardsports will, subject to proof to the contrary, be met as soon as the goods delivered by Caer boardsports have once been offered to the buyer. For home delivery, the report of the carrier, including the refusal of acceptance, serves as full proof of the offer to deliver. We do not refund shipping costs of refused orders.
- All periods mentioned on the website are indicative. No rights can therefore be derived from the forementioned periods.
- Free shipping: For a selection of products we charge no shipping costs within certain (European) countries. You will see if your order can be shipped free of charge before Check-Out.

Privacy & Security
We use the information you provide to inform you about the status of your order, for invoicing and for shipping 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 MultiSafePay, our payment provider in case you choose to let them handle your payment. MultiSafePay is a payment provider that handles all our credit card payments (VISA, MASTERCARD, AMEX, Sofort banking GiroPay iDeal, Bancontact etc.). If you do not like this for privacy- or other reasons, you can make a money transfer straight to our ABNAMRO BANK account nr

IBAN: NL83ABNA0606729216 - 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). 
Other companies we share your information with is PostNL (and the companies they work with in your country), DHL, DPD or UPS, depands on the shipping company you choose when you order from our web shop.

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. DVD's can only be returned with unbroken seal. Products from our OUTLET department cannot be returned! Returns without exchange are at your own expense.
Orders below € 10.00 (excl. shipping) can not be returned because of administrative- and logistic reasons.

When your order arrives in a damaged packaging, please make clear pictures <b>before</b> opening the box or envelope. This is your warrenty proof! On registered shipments you can make a remark of damage on the deliverers receipt. When the damage is not visible from the outside or if a product is shipped in the the wrong size or colour, please mail us asap with one or more pictures that shows the problem. In this case we will refund shipping and return costs and we will replace the product if possible. if this is not possible, we will fully pay all your expenses.
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 addres:

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

Refusals and returns
Depending on the country you live in in the Check Out page you have shipping options, UPS, DPD, DHL and regular mail (with or with out track&trace option). Ecept the regular mail option you will have track&trace on your parcel, so you can see when your parcel will be delivered. When you are not at home, the carrier will leave a note in your mailbox. In the case you refuse or do not pick up your order we will not refund your shipping costs and withdraw our expenses from your payment. This includes handling and packaging costs and credit card commissions. This is the only way we can keep serving our customers well and also help protect the environment! Shipping parcels around the globe for no reason at all is bad for the environment! Please help save the Planet!

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.
We do not accept PayPal payments anymore. Paypay changed their refund policy, from March 20 2020 the commissions Paypal charges are not refunded anymore in case of returns. This would make our expenses higher and -as you know- in the end it always is the customer who has to pay. We want you to pay only for the product and our service and as less as possible for supplementary things. Believe us: we are honest and fair and want to give you the best service possible. You don't need to pay extra to PayPal for this.
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!