Customers have questions and we try our best to have answers.  If you have a question and don’t find the answer below, please email us at support@islesurfandsup.com and we will do our best to get you the answer you long for.   

General

Is there a bag that will fit the Megalodon?

The Megalodon Inflatable Paddle Board does not come with a bag included.  The normal iSUP Carrying Bag is not large enough to fit either size Megalodon.  We do carry a specialized Roller Travel Bag for these boards that can be purchased separately.  This bag comes in two different sizes, designed specifically for the 12′ and 15′ Megalodons.  It is large enough to fit the board and all its accessories to make transporting to and from the water a breeze.

What size board should I get?

The size of your board is determined by your height, weight, and skill level.  Generally the longer and wider the board is, the more stability it will provide.  Please visit our SUP Size and Weight Chart and Board Finder for more information.  Please feel free to reach out to us via our Contact Us form with any questions.

What size bag should I get for my board?

When choosing a bag, make sure to select a bag your board will fit into without having to force it in. Your paddle board bag size should be slightly larger than your board.

We have our Paddle Board Day Bags that come in two different sizes.  The 10’6″ size is perfect for the Versa, Cruiser, and Outpost and the 11′ size will fit the Glider.  Our Touring Day Bag comes in an 11’6″ size and is designed specifically to fit our Voyager.

All of our inflatable paddle boards, with the exception of the Megalodon, come with an iSUP Travel Bag that will fit the board when deflated along with all its accessories.  The inflatable boards are too thick to fit in the traditional board bags we sell.  A great option if you are looking for protection for your inflatable board to use while inflated is the UV Sock.  We do not carry these, however there are many out on the market that will provide heat and sun protection for your board.    

Do you sell used boards?

We do sell used boards. However, they are only available for purchase in person, in our Outlet Store located in San Diego, CA.  

Each used board is unique. In order to ensure you get exactly what’s expected we only sell used boards in person and not online.  Each board has different wear and tear, and we want our customers to be able to see their board in person before purchasing. Our stock of used boards is constantly changing as boards are returned and purchased at our Retail and Outlet Store. If you have questions about any specific models of used boards, please feel free to call our store directly at 619.474.9283. 

 

How long have you been around?

In 2004, we founded ISLE with the mission to bring paddle boarding, and all it does for our overall health and well-being, to as many people as possible.  You can read more about our mission and story here.

Where are you located?

We were established and operate out of San Diego, CA.  

Do you offer Demo programs?

We do not offer a demo program, however all our boards come with a 60 day Ride It and Love IGuarantee. You are welcome to try out your board for 60 days, and if you wish to set up a return within this time, we are happy to do so by filling out the Return Form 

How can I follow ISLE on Social Media?

You can find us on Instagram at @islepaddleboards with hashtag #islesup and on Facebook under ISLE Paddle Boards. 

What is the ambassador program?

The ISLE Ambassador program consists of individuals who align with our brand and enjoy getting outside and on the water. Our ambassadors work with us to share their passion about stand up paddle boarding. We are always looking for more ambassadors, if this is something you may be interested in doing with us, please visit our Ambassador Page for more information and instructions on how to apply. 

 

Do you have a retail store?

We do have one Showroom and Retail Outlet located in San Diego, CA.  For more details about our San Diego Showroom please visit our Retail Store and Outlet page.  

 

Where can I find ISLE products?

All of ISLE’s business is done directtoconsumer. You can purchase directly through our website or through our Amazon Store. Outside of Amazon, we do not offer our product through any third-party retailers.  Additionally, you can purchase in person at our Retail Outlet located in our home base of San Diego, CA. 

Shipping & Order Status

I didn’t receive my order confirmation.

After you have placed your order you will receive an order confirmation within the hour, if you do not receive it please first check your spam or junk folder to make sure it did not filter here by accident. If you still cannot locate it, please contact our Customer Service Team directly through our Contact Us Form and we will confirm your email and resend your order confirmation. 

How can I check the status of my order?

After placing your order you will receive a second confirmation with your tracking by the end of the following business day.  This will include your tracking number and carrier to track the status of your shipment.  For orders shipping with FedEx please visit FedEx Tracking, for orders shipped with UPS please visit UPS tracking, for orders shipped with Pilot Freight please visit Pilot Freight Tracking.

If you have set up an account with ISLE, you can check the status of your order by logging into your account with your email and password. In your account, check under “Orders” to view the current status of all orders you have placed.  

Can I pick up my order in the store?

All of our orders placed online ship out automatically from an offsite warehouse and be shipped directly to you. If you prefer to pick up your order at our showroom in National City, we ask that you make your purchase directly from our Retail Outlet instead of ordering online. Please visit our Retail Outlet and Showroom page to find out more information.  

How does my package ship?

Hard Boards  

  • Shipped through Pilot Freight  
  • Typically take 7-15 business days for delivery  
  • Pilot Freight will reach out to you before delivery to set up a delivery appointment, signature is required unless specified before delivery  
  • Packages can be tracked on Pilot Tracking

 

Inflatable boards & Accessories  

  • Shipped through FedEx or UPS
  • Typically take 5-7 business days for delivery  
  • There is no appointment needed for delivery, and packages will be delivered with no signature required  
  • Packages can be tracked on FedEx Tracking or UPS tracking
How do I track my order?

After placing your order you will receive a second confirmation with your tracking by the end of the following business day.  This will include your tracking number and carrier to track the status of your shipment.  For orders shipping with FedEx please visit FedEx Tracking, for orders shipped with UPS please visit UPS tracking, for orders shipped with Pilot Freight please visit Pilot Freight Tracking.  If you have any issues or shipping delays please reach out to us via our Contact Us form and we will make sure to help get these resolved.

 

Do you ship to APO or FPO addresses?

For all of our items a standard street address is required.  This means it must be a physical street address within the contiguous United States. However, if you are out of the region many of our customers set up their orders to ship to a freight forwarder, where they will then take care of the extended shipping needed for delivery. 

Do you ship to Hawaii, Alaska, or Puerto Rico?

ISLE ships direct to the lower 48 United States, this does not include Hawaii, Alaska, or Puerto Rico. However, you are able to have your orders shipped to a freight forwarder to take care of the extended shipping needed for delivery. 

Can you ship internationally?

ISLE ships direct to thlower 48 United States and does not offer international shipping. However, you are able to have your orders shipped to a freight forwarder to care of the extended shipping needed for delivery.

Does ISLE offer expedited shipping?

Expedited 3 Day shipping is available for inflatable paddleboards and gear for an additional charge at checkout. Expedited shipping rates include $29 for standard inflatable paddle boards, $79 for the Megalodon, and $9 on all accessories. There is no expedited shipping available for hard boards. 

How much does shipping cost?

Standard shipping is free on all orders. Expedited 3 Day shipping is available for an extra cost and can be selected at checkout. Expedited shipping is only available for our inflatable SUPs and accessories, there is no expedited shipping available for hard boards. 

How long will it take for my order to arrive?

We ship all orders on the same or next business day from the date purchased. Delivery times differ due to construction of boards and location of delivery.

All shipping times are estimated below: 

Hard boards: 7-15 business days for delivery. An appointment is required for delivery, please follow the instructions in your order confirmation email to set this up online. 

Inflatable boards & Accessories: 5-7 business days for delivery. Items will be left at the door if no one is home to receive them.  

Ordering & Payment

What payment methods do you accept?

We accept all Major Credit Cards, PayPal, and Affirm Financing. 

Do you offer Wholesale pricing?

We do not offer any wholesale or bulk discounts. ISLE sells direct-to-consumer to keep our prices as low as possible 

Do you offer a military or first responder discount?

Yes, we’re happy to offer a military and first responders discount. To receive your promo code, please click the link below and verify your first responder status. Once you are verified, you’ll receive a one-time discount code for $50 off your order. This can be applied to any board purchase and can be combined with current sales. Thank you for your service, we’re thrilled to be able to get you on the water!

Please visit our First Responders page to redeem.

How do refunds work?

Refunds will be issued directly to the original form of payment up to 60 days from original purchase date, the refund will take 3-5 business days to process and appear back to your account. Past the 90 days from purchase all refunds will have to be issued in the form of store credit. 

What is your price adjustment policy?

We are happy to offer a 30-day price match guarantee in the form of store credit for any price variation on our site. This credit can be applied to one future purchase on our site and will be valid for one year from the date issued.  

Do you offer Gift Cards?

We do not currently offer gift cards. 

What options do I have for payment?

We accept all Major Credit Cards, PayPal, and Affirm Financing. 

Do you offer financing?

We offer financing with Affirm Financing as an option at checkout, once on their site you will need to apply for financing and select a payment plan.  For more information on Affirm please visit their website.  

Can I pay with multiple credit cards?

We are only able to accept one credit card as a form of payment. However, we do offer a financing option that allows payments to be split. You can select this option at Checkout. 

Will I be charged sales tax?

Sales tax varies by state. All purchases will be charged the sales tax as dictated by the shipping address. This will be automatically applied at checkout. 

The product I want is out of stock, what do I do?

You can add yourself to the “Waitlist” on the product page. As soon as the item is back in stock you will be alerted by email or text, so you can place your order. 

Can I cancel or edit my order after placing it?

It’s our goal to provide you with the best board buying experience imaginable. Part of that means getting orders processed and shipped out as quickly as possible. Once your order has been shipped, we cannot change or cancel any part of your order. 

If you wish to initiate a return once you have received the item(s), you may return and be refunded for the product, minus a 20% restocking fee per item. To file a return under the 60 Day Guarantee, please complete the  Return Form  in its entirety. 

 

Returns

Do you offer exchanges?

We do not offer board exchanges. If you would like to return your board within 60 days of your original purchase, we are happy to do this for you.  Please fill out the 60 Day Return Form, once your item is returned you will receive a refund less a 20% restocking fee.  You may place a new order at any time, and we will get the product shipped out immediately. 

What is your return policy?

All products are covered by our 60 Day Guarantee — you have 60 days from the date of your purchase to try out your items. If you are unsatisfied for any reason, you may return and be refunded for your items, minus a 20% restocking fee per item.

To file a return under the 60 Day Guarantee, please complete the Return Form in its entirety. The refund, less 20% restocking fees, will be applied directly back to your original form of payment once the items are received at our warehouse.  Please allow 2-5 business days for the credit to appear on your statement. All contents from original packaging must be included in the return. Any missing items will delay the refund process. 

Warranty & Shipping Damage Claims

What if my paddle board is damaged in shipping?

If your paddle board is damaged in shipping, do not worry, we will make sure to take care of this for you right away.  Please take a photo of the damage to the box and to the board then visit our claim form to file a shipping damage claim. Once you have filed a claim, we will review the claim, process an exchange, and respond with all the information for you. 

If your board needs to be exchanged we will send out a new board to you, when the new board is delivered the shipping company will pick up your damaged board so it will be one simple exchange.  All shipping damage claims must be submitted within 3 days of delivery, please inspect your board and let us know if there is any damage within this time.  

What is your warranty policy on products?

We are happy to offer a manufacturer warranty on all of our products. Please visit our Warranty Policy page for information on the warranties.  

If you have a warranty issue please take a photo of the problem and fill out the Warranty Claim Form.  We will review the claim and get this resolved for you right away.

 

Maintenance & Care

How can I clean my board?

After each use it is best to rinse your paddle board off with fresh water to remove any dirt, debris, or residue.  If there is dirt that cannot be rinsed away a mild dish soap or cleaner can be used.  We recommend using one that does not contain any harsh chemicals or bleach to ensure no damage is done to the board while cleaning.

How do I care for and store my hard board?

After a day of paddling you want to make sure to rinse your board off with fresh water to remove any dirt of debris.  If you have a board bag, you then want to make sure to dry the board completely before putting the board in the bag.  For storage it is best to keep your board out of the direct sunlight and extreme heat, these are the most damaging conditions to your board.  Please check out our video tutorial on best practices for storing your hard board to keep it in the best shape possible.

The gauge on the pump isn't registering, now what?

The PSI gauge will not move until you have reached around 7-8 PSI and we recommend inflating to 13-17  PSI. Surprisingly, the board can feel hard and fully inflated when still under 7 PSI. Simply continue to pump the board until the PSI gauge begins to register. 
 
There is no concern of over inflating the board with the hand pump, as the pump can only go to 12-18 PSI, and the board itself can handle a much higher PSI. We recommend inflating to 15 PSI for the optimal ride. 
 
If you can no longer pump the board and the PSI gauge has not moved, please remove the pump hose from the board and then reattach it, this will ‘jump start’ the needle — it could initially be a little stuck. If you are still having issues with the gauge, please reach out via our Contact Us form and we can help troubleshoot further. 

Do you offer repairs?

We do not offer a repair service at ISLE. If you have major damage to your board, we recommend taking it to a local surf or boat repair business.  If you have a small leak, dent, or crack we do sell repair kits for both our hard boards and inflatables available on our Parts Section listed under Accessories.  For tutorials on how to use these repair kits please check out our How To Videos.