Although we will always encourage you to contact us for any advice and clarity that you may need regarding our products and/or services, we have put together a section of Frequently Asked Questions and Answers to help you in your search.
Visit the topics below for more information. The answer will be revealed by clicking on the question.
Placing an order with The SUP Company should be fairly straightforward: Simply add your desired products in the basket, initiate the check-out process and follow the instructions carefully.
Should you have any issues with delivery or payment, please get in touch with us at:
Tel: 02380 172 189
E-mail: help@thesupco.com
Due to payment security reasons we prefer all orders to be placed online, via our website checkout.
If for whichever reason this is not possible, we can help you complete this over the phone:
Tel: 02380 172 189
All payments are 100% secure and we never store any credit / debit card details. Card payments are processed by the global secure payment providers Ingenico while PayPal payments are securely processed by PayPal.
The following payment options are readily available at checkout:
Bank Transfer (Optional)
If you wish to pay for your order via Bank Transfer, please get in touch with us first for the appropriate account information (Euro, GBP, etc.) . Once the payment has been received, we will start processing your order accordingly.
It depends on the products you purchase and when you purchase them, as we run a number of seasonal or product specific discounts and promos across the year.
So if you benefited from a discount at some point, please don't assume that this will be always available. If you have any queries regarding discounts, it's best to ask one of our team members.
As standard, we offer Newsletter subscribers £5 off their first order (over £50) upon registering their e-mail address. You can register your e-mail address in the "Newsletter" box on the website footer.
Some destinations are harder to deliver to than others, and therefore require specific costs based on the volume of the desired items.
So if you're faced with the following message at checkout: "No Couriers Available for your Country" , simply send us an e-mail with the headline "Shipping + [Shipping Destination]", containing the items you would like to purchase and the delivery destination at the following e-mail address:
We will come back to you with an accurate delivery quote and time frame within 24 hours from receiving your e-mail.
No, not necessarily. If you check out via PayPal, you will do so, using your PayPal account details.
We do recommend you to create an account as this will help you track past and pending orders, update billing/delivery information and facilitate any future orders.
If you forgot your password, simply contact our team either by phone or e-mail, provide us with the e-mail address your account was made in, and we can generate a temporary password which you can change once you've logged back in.
To do so, go to My Account and then Change Password
Gift Vouchers are bought for a specific person on their e-mail address.
If the recipient already has an account with us, the Voucher will be available to view and use within their account.
If the recipient does not have an account with us, they can create one using the e-mail address the Voucher was purchased on. Once this has been created, they can view and use the voucher from the "Your Account" icon positioned on the top right corner of the website.
This can then be claimed at checkout within the "Got a Discount" box using the Redemption Code show in "Your Gift Vouchers" tab.
If you encounter any difficulties with the above, please get in touch with our team!
Yes we do, we deliver to most areas in Scotland under our Standard UK Mainland policy.
However, some areas in Scotland, including the Scottish Islands and Highlands are more difficult and therefore expensive to deliver to.
So, if you require something delivered to a more remote area in Scotland, please inquire about the delivery costs first by e-mailing:
help@thesupco.com
Yes we do, quite often, but please be aware that, although most items (over £100) benefit from our Free Deliver Service to Northern Ireland, this does not apply to high volume items such as Composite Paddle Boards, Surf Boards and Fixed Length Paddles.
For more information on our delivery terms and costs to Northern Ireland, visit our Delivery Page!
We deliver to most of mainland Europe all year round , offering Free Delivery on most items over £200. Additional charges occur when buying high volume items such as Composite Boards and Fixed Length Paddles. For Mainland Europe, these charges are highlighted on our Delivery Page.
If you live outside of Mainland Europe and wish to order a High Volume Item please send us an e-mail with the headline "Shipping + [Shipping Destination]", containing the items you would like to purchase and the delivery destination at the following e-mail address:
help@thesupco.com
We will come back to you with an accurate delivery quote and time frame within 24 hours from receiving your request.
In theory, we are geared to ship your order all around the globe, the cost and time of this, however, highly depends on our couriers and the volume of the purchased items. For a general idea of this, visit our Delivery Page.
This however is not as straightforward as it is with our UK and EU shipments, so before placing your order we highly advise you to contact us first about a delivery quote to avoid disappointment. Simply send us an e-mail with the headline "Shipping + [Shipping Destination]", containing the items you would like to purchase and the delivery destination to the following e-mail address:
help@thesupco.com
We will then come back to you with an accurate delivery quote and time frame within 24 hours from receiving your request.
In the UK & EU
For most items, including Inflatable Paddle Boards we use DPD's Next Working Day Service. Small items are shipped via Royal Mail on either a Standard (2-3 Working Days) or 24 Hour Service.
For Composite boards we use DSV on a Standard Service. (2-3 Working Days)
Outside of the EU
Outside of the UK and Europe we use a selection of freight service providers, depending on costs and availability. These could be either of the following: TNT, DSV, DPD, Royal Mail, DHL or FedEx.
Once your order has been booked, you will receive an automatic notification with the name of your Courier and Tracking Information.
We are able to deliver on a Saturday Service with DPD in the UK only. This involves an extra charge which can be found on both on our Delivery Page and at Checkout, prior to the Payment Screen.
Yes, all items are to be returned within 30 days of purchase, as per our Standard Policy.
The right of return does not apply to any customised or personalised goods bought from us such as paddles cut with our Cut and Glue service.
All returns are to be made to the following address:
The SUP Company - Returns Dept
Woodmill Lane
Southampton
SO18 2JR
Please fill in the returns slip provided with your order and include it in your return. If for some reason you haven't been provided a returns slip, please include a piece of paper with your order reference number and the reason for the return.
If you wish to have a chat with us prior to returning your order, please get in touch either through the Contact Us form or simply give us a call on 0238017189
The majority of brands we retail offer a warranty period for manufacturing defects between 1 to 5 years. For more information on your product's warranty terms and duration, please visit the manufacturer's website.
If you have experienced a manufacturing fault with a product purchased from us, we are more than happy to submit a claim on your behalf with the relevant manufacturer/brand. To initiate this, please take some detailed photographs of the fault and the product's serial number and e-mail them to us at warranty@thesupco.com , alongside a detailed description of the fault.
Once this is in our system we will create a Warranty Claim Ticket on your behalf, keeping you updated throughout the entire process.
Yes, we will continue to deliver to the EU as per our usual Terms and Conditions.
Important:
Due to the recent change in trade between the UK and Europe, our Couriers have made us aware of some temporary delays for all EU shipments.
As of the 1st of January 2020, EU customers will no longer pay British VAT when purchasing from us. Instead, they will be charged an import duty relevant to the recipient country once the package arrives at customs.
This process depends on the authorities of the buyer's country, so please make yourself aware of these before placing the order to avoid confusion, and implicitly, disappointment.
If you have any questions, please don't hesitate to get in touch with us!
If you still can't find what you are looking for, please do not hesitate to get in touch either via e-mail, phone or the chat-box on the bottom-right corner of the website!
