MONGOBOARDS

FAQs | mongoboards

FAQs

WHO IS MONGOBOARDS?

Head over to our About page to find out more but Mongoboards is a family business consisting of myself, Mick and Alice. Stand Up Paddle boarding is our life, we are passionate and here to answer questions and help with any needs you have. 

Below you should find all your answers. If not hit us up any time. Thanks for being apart of Mongoboards.

 

1. DO YOU TAKE RETURNS?

A: If you are not 100% satisfied with your purchase from Mongoboards you can return your item(s) for a full refund within 30 days of purchase. (Returns must be unworn, in the state you received them, and in the original packaging.)

We are still working out the work flow of the automated returns, but in the mean time you can email us at info@mongoboards.com to get your return arranged.

When sending the package back to us, please make sure the merchandise is in its original packaging and place it in a shipping box (the best would be to use the shipping box we sent you your order in). If you do use the used shipping box, be sure to remove or cover any existing labels from the box. Attach the new shipping label to the sealed box. A black marker can also be used to cover any existing bar codes.

It may take 4-5 business days for your return to reach our fulfillment center on the Gold Coast, Australia. Once it is received and inspected (usually within 48-72 hours of receipt) your refund will be processed and automatically applied to your credit card or original method of payment within 7 days. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account.

 

***NOTE WE DO NOT TAKE RETURNS ON SALE ITEMS***

Make sure that when you purchase sale items this is exactly what you need. 

2. HOW LONG DOES IT TAKE TO SHIP?

A: If the item is in stock, then we typically turn around orders in under 3-5 working days. That means your package should be out the door and with the courier within one working week. The shipping time will vary by final destination and shipping options chosen.

3. CAN I CHANGE A SHIPPING ADDRESS?

A: Once an item is ordered, it is immediately logged into our system and shipping label is printed. Changing an address can be a bit tricky and cause a delay in the package moving out of our warehouse. We suggest you keep the address originally entered. If you have us a completely incorrect address, don't worry we can try to get you sorted. Email us at info@mongoboards.com

4. HOW DO I KNOW WHERE MY PACKAGE IS, DO YOU GIVE ME A TRACKING NUMBER?

A: Of course. As soon as a package leaves our warehouse our system will send you an automated email with your tracking number and directions to check on the status of the delivery. This is dependant on where you live and the relevant transport company.

5. HOW DO YOU CALCULATE SHIPPING FEES?

A: Shipping fees are based on a per package rate. The rate is a standard rate we receive from our chosen freight company, and then pass it on to you.

Please note once your goods leave our warehouse with the shipping company they are the responsibility of the customer. Mongoboards are not liable for any damage incurred by the courier/delivery company. 

6. HOW LONG DOES IT TAKE FOR ME TO GET A REFUND?

A: It may take 4-5 business days for your return to fulfillment center on the Gold Coast, Australia. Once it is received and inspected (usually within 48-72 hours of receipt) your refund will be processed and automatically applied to your credit card or original method of payment within 2 days. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account.

7. DO YOU SELL GIFT CARDS?

A: Not currently, but we plan to in the future. Check back for updates.

8. DO YOU MATCH PRICES IF AN ITEM GOES ON SALE AFTER MY PURCHASE?

A: If an item you order from www.mongoboards.com goes on sale on our site within 3 days of your original purchase, just contact during that 7 days and we will be happy to give a credit note for any difference.

9. I DON'T SEE A PHONE NUMBER, HOW CAN I CONTACT YOUR CUSTOMER SERVICE TEAM?

A: Please send us an email at info@mongoboards.com , and you can expect a reply within 24 hours. 

10. HOW DO I UNSUBSCRIBE FROM ANY OF YOUR MAILING LISTS?

A: At the bottom of every mailing list email you receive from us there is a link "Unsubscribe from List". Please click on this link to unsubscribe yourself.

11. I TRIED TO CHECK OUT AND THE ITEM IN MY SHOPPING CART DISAPPEARED, WHAT HAPPENED?

A: We are sorry that you were not able to complete your order. The selection on www.mongoboards.com is in live mode. There is a chance that another customer is looking at that exact item, size, and color at the moment you are. Until you have completed the checkout process, another customer may purchase the item even if it is in your cart. On the rare occasion that this does happen, and your checkout goes through, our customer service team will notify you as soon as possible with a solution.

12. I NEED TO UPDATE INFORMATION TO MY ACCOUNT WITH YOU, WHAT DO I DO?

A: You will need to login to your account and profile and make the update through the user profile page. If you still need help, you can always send an email over to info@mongoboards.com

13. DO YOU ACCEPT INTERNATIONAL CREDIT CARDS?

A: Yes we can accept international credit cards. Please note that the credit card must be issued and contain a logo from either Visa, Mastercard, Discover, or American Express.

14. CAN I CHANGE A SHIPPING ADDRESS?

A: Once an order is placed, you can change your shipping address within 12 hours. Once an order is shipped, you cannot change your shipping address. For any issues, please contact us at info@mongoboards.com and we will help you get it sorted out.

15. DO YOU CHARGE  GST ON ANY ITEM?

A: All prices are quoted in Australian dollars with GST included.

16. IS IT SAFE TO USE MY CREDIT CARD ON YOUR SITE?

A: The mrkstore.com website is powered by SHOPIFY.com, the most trusted commerce platform in the world. Mongo Boards does not hold credit card information or process payments directly. The transaction is carried out on SHOPIFY.com servers.

17. I WOULD LIKE TO RETURN A GIFT THAT WAS SENT TO ME. HOW DO I DO THAT?

A: If you are not 100% satisfied with your gift from Mongoboards you can return your item(s) for a full refund within 30 days of purchase. (Returns must be unused, in the state you received them, and in the original packaging.)We are still working out the work flow of the automated returns, but in the mean time you can email us at info@mongoboards.com to get your return arranged.

18. IS IT SAFE TO USE MY DEBIT CARD ONLINE?

A: The Mongoboards website is powered by SHOPIFY.com, the most trusted commerce platform in the world. Mongoboards  does not hold debit card information or process payments directly. The transaction is carried out on SHOPIFY.com servers.

19. WHAT FORMS OF PAYMENT DO YOU ACCEPT?

A: Mongoboards currently accepts PayPal, Visa, MasterCard, Discover, and American Express for all orders.

20. WHAT CAN CAUSE MY ORDER TO BE DELAYED?

A: Two possible reasons:

1. If the billing information you provided does not match what your bank has on file (including address and telephone number), your order may be delayed.

2. We all love sending gifts to others and ourselves as much as we love receiving them. However, if you are shipping to an address other than your billing address, your order may be delayed.

21. CAN I USE PAYPAL TO PAY?

A: Yes.

22. WHAT ARE COOKIES? DO I NEED TO ENABLE COOKIES ON MY BROWSER?

A: A cookie is a small amount of data that is sent to your browser from a web site and is stored on your computer's hard drive. In order to maintain privacy, cookies are not used to store personal information. Each web site can only access the cookie they have sent to your hard drive, not the cookies sent by other web sites.

When you have your cookies enabled on your browser you will be able to use all the functions of the mrkrstore.com site. Cookies need to be enabled on your browser so you can add products to your shopping cart.

23. WHEN PLACING AN ORDER I GET AN ERROR MESSAGE STATING THAT THERE HAS BEEN AN AUTHORIZATION FAILURE. WHAT WENT WRONG?

A: It is highly possible you entered the wrong credit card information, or the information of an expired account, please double check the credit card number and expiration date on your card. Keep in mind we only accept Visa, MasterCard, Discover, and American Express for credit card payment.

24. ARE THERE ANY BENEFITS TO HAVING AN ACCOUNT WITH YOU?

A: It just makes everything easier, and all your records in one place!

Your Account Information

Process a Return

Your Wish List

Your Email Subscriptions

Your Coupons and Gift Certificates

25. HOW CAN I GET IN CONTACT WITH YOUR TEAM?

A: Feel free to get in touch with us with whatever method is easiest for you.

1. Email us: info@mongoboards.com

26. HOW DO I KNOW IT IS SAFE TO SHOP WITH YOU?

A: In building our Mongoboards website we sought out the most trusted commerce platform in the world, SHOPIFY.com.

27. WHAT ARE YOUR SHIPPING POLICIES?

DOMESTIC - AUSTRALIA

A: Our standard delivery fee is set by the current market rates set by our chosen freight company. Where you are located determines what freight company we use. We do not offer insurance on shipping and this therefore remains the customers responsibility.  

28. HOW DO I CARE FOR MY BOARD? 

A: Stand Up paddle boards are essentially big surf boards and are more prone to problems because of an open cell rather than a closed cell foam used in construction. You will see on the top of your board it has a plastic nut embedded, this is a gautex valve that allows vapour to escape and will not let water in. Lets the board breath with fluctuating air temperatures. 

Never leave your board in direct sunlight, especially considering Australia's extremes, for extended periods of time. Be aware darker colour boards attract the heat more, always use your board bag. Mongoboards only offers a 3 month warranty on boards sold with out bags, basically your bag is your boards best friend. 

To keep your board looking good wash down with fresh clean water after use, allow to dry in the shade and store in its bag in a safe, dry, cool place. Rail protection tape is highly recommended to protect the edges of your board from paddle damage. 

Transportation - DO NOT use ratchet style tie downs as they are very easy to over tighten and can damage your board. We recommend hand pull tie down straps, these are freely available, these are the best way to tie down and transport your board. 

One of the most common forms of damage is thruster fin boxes, this damage usually occurs out of the water from being knocked about/stood on etc. If you are ONLY using your board in flat water ONLY use your center fin as the thruster fins create drag and are only necessary in the surf.

Basically if you own a stand up paddle board looking after it and storing it is generally down to common sense, if you have any further questions please do not hesitate to contact us info@mongoboards.com 

29. CARING FOR MY PADDLE 

Always make sure you rinse out your adjustable paddle to remove all salt and sand to avoid the paddle ceasing up. If your paddle becomes stuck due to the salt and sand this is not a warranty issue.