FAQs

What forms of payment do you accept?
INFINITY accepts Visa, MasterCard, American Express and Discover. We also accept PayPal. We do not accept cash, checks or cash-on-delivery (C.O.D.). If you need to finance your purchase PayPal handles this also, we do not offer financing directly.

Can I order by phone or email?
We use the industry’s highest form of encryption, SSL so your online purchases are secure. However, we are all real people here and ocean ethusiasts too, not just a call center so please feel free to call (949) 661-6699 to directly call our showroom / sales floor.

What currency are INFINITY web store prices displayed in?
All prices are shown in U.S Dollars. If you are interested in shipping outside of USA please contact info@infinitysurf.com.

Can I make a change to an existing order?
Sure. You may make changes to your order up until your order has begun being processed. Please contact us by email at info@infinitysurf.com with the order modifications you would like. Please note that not all changes can be guaranteed as the order may be too far into the shipping process. Ensuring that your order is correct in your Shopping Cart is always the best policy to save any disappointment at a later date.

What If I am ordering and there is an error in the checkout?
If you have any Technical Issues whilst using the site, please contact our Customer Service Department and we will assist you immediately at (949) 661-6699.

How can I track the status of my order?
When your order ships from us, you will receive an email confirmation with your shipment tracking number and a link to the shipping company website.

Why is my tracking information not appearing?
Even though your order has shipped, it may take up to 48 hours for tracking information to appear on a carrier’s website. This is due to the timing of updates made by the carrier’s tracking system. Please refer to the estimated delivery dates that appear on your order confirmation email. If the estimated delivery dates have passed and the carrier’s tracking information hasn’t changed, our customer service team is happy to help. Email info@infinitysurf.com or call (949) 661-0578 from 9:00 AM to 5:00 PM PT, Monday through Friday.

Where’s my confirmation email?
If you did not receive a confirmation email within a few minutes of successfully placing your order then you may have entered your email address incorrectly. Another reason you may not have received the email is if your ISP flagged our confirmation email as spam. Please contact us by email with your full name and order number and we will confirm your order.

ROUTE + SHIPPING PROTECTION ORDER INFORMATION

What is Route and Green Package Protection?
Route's Green Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit while also protecting the planet. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Green Package Protection can be added during checkout.

Every time you add Green Package Protection to your order, Route donates to support an agroforestry initiative that removes CO₂ from the air and promotes a flourishing ecosystem. 

You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet? Download here

Purchased Route's Green Package Protection and looking to file a shipping issue online? File here

What is Carbon Neutral Shipping?
Route is covering the cost to neutralize shipping emissions when you add "Green Package Protection" at checkout. "Green Package Protection" Shipping includes package protection at the same cost as before, with the additional benefit that your shipment is carbon neutral. By adding Green Package Protection to your cart, you're automatically taking instant climate action – no donation required.

How does Green Package Protection/Carbon Neutral Shipping work?
Route has partnered with Patch, a carbon credit marketplace, to facilitate the purchase of carbon credits to neutralize your emissions. Carbon credits represent a certified unit of carbon removal or avoidance delivered by environmental projects that can be purchased to naturally remove carbon from the air. Patch is a high-integrity carbon removal project that is vetted and certified by organizations like Gold Standard, Verra, Climate Action Reserve, and The American Carbon Registry.

Where is My Order?
Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download  Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.

How Does Route Work?
If your Route-protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.  

Need to file a claim?  File here

How Does Route Process Refunds or Reorders?
Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes 

In both cases, the Route Premium cost will not be refunded 

Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection

When Should I File a Claim?
Marked As Delivered (Stolen)

  • Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered 
  • Please note, some order issues may require a police report to be filed

Stuck In Transit (Lost)

  • For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date

  • Damaged
  • Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.

All of Route’s policies are listed here

What if My Order Never Arrives or is Stolen?
Route definitely helps cover these instances! To protect your order against loss or theft, add Green Package Protection at checkout. 

If your order has not arrived, please file a claim with Route here. 

What if My Order Arrives Damaged?
Route covers damage as well! To protect your order against damage that occurred during shipping, add Route Protect at checkout. 

If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing. 

You can file a claim with Route here.

If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at (YOUR BRAND'S CONTACT INFO ) and we will be happy to work with you to remedy the situation.

How Do I File a Claim for my Lost, Damaged, or Stolen Order?
If you insured your order with Route at checkout, you will receive a confirmation email from Route with a link to file a shipping issue. 

You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.

Haven’t downloaded the app yet?  Download here

What are Route’s Terms and Conditions? 
Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/

Is Route a Licensed Insurance Company?
Yes, Route is a licensed insurance company with SEG Insurance Ltd. as its partner.

CANCELLATIONS

How do I cancel my order?
You may cancel your order up until your order has begun being processed. Please contact our customer service department. We will send an email confirming the order cancellation. Due the nature of the product (water), any received and opened and/or used products cannot be returned or exchanged unless they qualify for product warranty guidelines.