Shipping & Store Pickup Information:

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Information about our FREE SHIPPING OFFER (for most orders $100+):

Eligibility for Free Shipping:

• Orders totaling $100 or more (before taxes and shipping) may qualify for Free Shipping.
• Exclusions: Some items are excluded from the Free Shipping offer, including:
  • Sneakers with a regular price of $100+
  • Roller-skates, Inline Skates
  • Skateboard Decks, Complete Skateboards and Bodyboards
    
  • Orders with 2 or more items of the same size and style
  • Orders with 3+ pairs of foam racks (24" or 30")

Why You May See Two Shipping Charges at Checkout

If your order contains both eligible and excluded items, you may see two separate shipping lines at checkout. This is normal and expected:

• Eligible items (apparel, accessories, and most products) qualify for Free Shipping on orders of $100 or more.
• Excluded items (sneakers priced $100+, roller skates, inline skates, skateboard decks, complete skateboards, bodyboards) are always subject to a shipping fee, regardless of order total.

Each shipping charge corresponds to a separate shipment or fulfillment group. The free shipping line applies to your eligible items, while the paid shipping line applies to your excluded items. Both charges are calculated in real time by USPS based on weight and destination.

By placing an order containing excluded items, you acknowledge and accept that shipping fees will apply to those items even if your order total exceeds $100.

All exclusions are clearly listed in the product description and/or product name.

Shipping for Excluded Items:

• These items are eligible for in-store pickups or paid shipping options.
• For shipping, please contact us for a quote and we'll adjust your order accordingly.

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Shipping Methods for Free Shipping Qualifying Orders:

For orders that qualify for Free Shipping, we use USPS Ground Advantage.

• USPS Ground Advantage: This is the economy service. Packages from Puerto Rico to the US must travel by sea, which can take up to 4 weeks or more to reach the destination.
• If you need your order sooner, consider upgrading to USPS Priority Mail, which travels by air and arrives faster. Contact us for assistance with upgrading your shipping method. We'll send you an email with a payment button for the upgrade.

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Shipping Methods for Orders Not Eligible for Free Shipping or with a total amount of $99.99 or less:

For orders that do not qualify for Free Shipping (exclusions), the available shipping methods are:

1. USPS Priority Mail (travels by air)

   • Puerto Rico Orders: Will take 1-5 business days (after processing and being scanned by a USPS Postal Officer).
   • U.S. (Mainland or Territories) Orders: 4-8 business days (after processing and being scanned by a USPS Postal Officer).

2. USPS Ground Advantage (travels by the sea)

   • Delivery Time for orders being shipped to the 50 States and other US Territories: Up to 4+ weeks (after processing and being scanned by a USPS Postal Officer). This is the economy service.
   • Note: Because Puerto Rico is outside the U.S. Mainland, Ground Advantage packages travel by sea before reaching the destination. Delivery times may vary significantly and delivery expectations are not guaranteed.

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Important Shipping Information:

• Once shipped, all delivery timeframes are controlled exclusively by USPS. We cannot expedite, guarantee, or be held responsible for USPS transit times, delays, or routing. Customers who need guaranteed delivery dates should select USPS Priority Mail or contact us before ordering. IMPORTANT: We do not guarantee delivery dates or timeframes. All delivery estimates provided by USPS are approximate only. By placing an order, you acknowledge that delivery times may vary and that choosing economy shipping (USPS Ground Advantage) may result in extended transit times of 4+ weeks from Puerto Rico to the mainland US. We are not responsible for shipping delays, and delivery date disputes will not be accepted as valid reasons for chargebacks or refunds once an item has been shipped with valid tracking.
• Incorrect Addresses: If the address provided is incorrect, the customer will be responsible for any shipping fees to have the package re-shipped.
  • If you're in Puerto Rico, we can resend the package to your nearest store for pickup to avoid additional shipping fees.
• We do not fulfill orders on Saturdays or Sundays. Orders placed on these days will be processed starting Monday, in order of arrival.

Chargebacks & Payment Disputes:
Opening a chargeback or payment dispute for an item that is in transit or has not been delivered constitutes fraud. If you have concerns about your order, please contact us at customerservice@theroompr.com before disputing the charge with your bank. Fraudulent chargebacks may result in being banned from future purchases and reported to fraud prevention services.

Customer Responsibilities:

• Customers are responsible for selecting the appropriate shipping method for their delivery needs
• Customers who select economy shipping (USPS Ground Advantage) accept the risk of extended transit times
• Customers must track their packages using the provided tracking number
• Customers must contact us BEFORE filing payment disputes if there are delivery concerns

Ensure your address and contact details are correct to avoid delays. If we need to contact you about your order, we will reach out via email or phone.

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Store Pickup Options (NOT postal options)
Please note that the Store Pickup option is NOT a postal service. Orders placed with this option will not be shipped via USPS.

• Available Only for Puerto Rico Customers.
• Pickup orders cannot be processed or picked up the same day of purchase, as we need to confirm stock availability at the preferred store.
• Orders will be processed at our Hatillo, P.R. store first, then transported to the selected location.
• Pickup Timing:
  • 5 business days (or more)
  • Orders with clearance (sale) items can take more time to be arranged and delivered.
    

Pickup Locations:

1. Aguadilla Mall, Aguadilla
2. P.R. Premium Outlets, Barceloneta
3. Plaza del Norte Mall, Hatillo
4. Plaza del Sol, Bayamón
5. San Patricio Plaza, Guaynabo
6. Plaza Isabela, Isabela
7. Mayaguez Mall, Mayaguez
8. Plaza del Caribe, Ponce

Important:

• If an order is not picked up within 21 natural days, it will be returned to our e-commerce warehouse in Plaza del Norte Mall, Hatillo. You will have four options:
  1. Receive store credit to use at any of our 8 physical stores.
  2. Receive an online store credit
  3. Pay for the shipping to have the order sent back to you.
  4. We could return the order to the store so you can do the pick up.
• We will contact you via email and phone if this happens.

For more information or assistance, call (787) 203-9321 (Monday - Friday, 9:00 AM - 5:00 PM AST), or send us an email to customerservice@theroompr.com

 

Thank you for choosing The Room Surf & Skate Shop! If you have any questions, don’t hesitate to contact us.