Terms And Conditions
All users of this site agree that access to and use of this site are subject to the following terms and conditions and other applicable law. If you do not agree to these terms and conditions, please do not use this site.
Customer Service Policies
Chess Surf is able to deliver orders to US addresses only and we use FedEx and the USPS to get our products to you. Please contact us if you have any questions about our shipping policy.
When you select "Standard Shipping" as your shipping method Chess Surf will determine the most economical shipping method depending on your location, size and weight of your order. Chess Surf will make this decision at their sole discretion. If you need a specific shipping method or guaranteed delivery date we ask that you choose from one of our FedEx Guaranteed Delivery services such as 3-Day Express, 2nd Day Air or Next Day Air.
All shipping guarantees are made by the carriers themselves. Chess Surf does not guarantee any shipping dates. If you select a guaranteed shipping method and your package does not arrive when guaranteed, please contact us and we will work with the carrier to determine if you are eligible for a shipping refund. Carrier guarantees do not apply in inclement weather, etc. Please visit the carrier's website (i.e., fedex.com) for complete details.
You will be charged the exact amount shown in your shopping cart. For some orders (including orders that exceed a certain weight) you may need to place your order via phone in order for us to custom quote your shipping charges. On most orders we subsidize some of the shipping costs to keep your delivered price as low as possible. With some shipping methods such as USPS your shipping cost may include a small fee for self-insurance, packing materials and handling.
Approximate Standard FedEx Shipping Costs:
*For the lower 48 states only
Orders under $65: $6.99
Orders above $65: Free
Undeliverable Packages or Unclaimed Packages returned to us will be assessed a return shipping fee equal to the original shipping amount in addition to the original shipping charges to cover the fees assessed to Chess Surf by FedEx or USPS for returning the package to us. If the customer requests the package to be re-shipped to them the original shipping charges must again be paid.
Most orders received by 2:00 pm Mountain Time, Monday through Friday, ship the same day. If we cannot ship your order within 2 business days we will make a reasonable effort to contact you with the email address and/or phone number you provided.
If you need an expedited shipment please call us immediately and we will do our best to accommodate you. Please be aware that there will be no Saturday or Sunday delivery on expedited shipments (includes Express Saver, 2-Day, or Overnight shipping methods).
All shipping options offered through Chess Surf are insured.
You will receive an email from Chess Surf by 7:00 pm Mountain Time the day your order ships. If you do not receive an email please check your "Junk Mail" folder.
If you do change your mind about a purchase and refuse delivery of the package, you will be responsible for ALL transportation, delivery and related costs for the package to be returned to us. These fees will be deducted from the amount of your refund. It will be much cheaper for you if you just sign for the package and submit a request to return it to us directly
If you provide us with an incorrect or incomplete shipping address and the package is not able to be delivered, the carrier will charge Chess Surf the full transportation costs to return the package to us, as well as additional fees.
If the package was not deliverable due to a mistake by the customer, those fees will be the financial responsibility of the customer. Should the customer request that the package be re-shipped, the customer must first pay the return shipping costs and fees, as well as additional shipping charges to have the package sent out again.
Item Arrived Damaged
Chess Surf uses the finest packaging materials to protect its packages and adheres to the strictest packing guidelines to minimize the likelihood of your package being damaged in transit. We understand how frustrating it can be to receive an item that is damaged.
In the unlikely event that the item that you received is damaged, please rest assured that Chess Surf is committed to providing the finest customer service and our professional staff will work quickly to resolve the situation at absolutely no cost to you.
You have one week (7 calendar days) from the date that the package is delivered to notify us that the product you received is damaged. If you find that an item has arrived damaged, please keep all of the packaging materials that your shipment came with (cardboard box, packing materials) and notify us immediately.
Depending on the item that arrived damage, FedEx may wish to perform an inspection on the damaged item and its original packaging to verify the extent of the damage and that the package was properly packed. FedEx has 5 (five) business days to decide whether they want to perform an inspection. If they do decide to perform an inspection, a FedEx representative will come to the delivery address and pick up the damaged item and all packaging materials. It is not very common that FedEx does perform such inspections, but it does happen.
If you have notified us within the time frame, we will replace the item at no cost to you. Please note that in the case of Chessmen, where each piece is hand carved and unique, we may require that you send us back the damaged piece first. This is to ensure that the grain/coloring/carving of the replacement piece is identical to the one you are replacing. This is done for your benefit and is the only way an ideal match can be guaranteed.
If you notify us after the time period has expired, we will not honor any damaged item claims. In this situation, you should check to see if the item comes with a Manufacturer’s Warranty and contact them directly regarding replacement.
If an item is covered under a manufacturer's warranty and needs to be repaired or replaced, please contact the manufacturer directly to make repair arrangements. Product warranties are an agreement between the manufacturer of that product and you, the customer.
While Chess Surf will be happy to provide assistance with warranty claims, such as furnishing contact information for the manufacturer, it is the responsibility of the manufacturer to determine if your item qualifies for warranty coverage.
Chess Surf will process your refund as soon as possible, but please allow up to 2 weeks to process your refund once it has been received.
We cannot be responsible for delays caused by the mail or by your credit card company.
Chess Surf will refund you via the same method in which you paid - by credit card or by check. If you have not received your refund after 2 weeks, please contact us.