Shipping policy
# Divine Voltage LLC — Store Policies
Two policies below. Paste each into its own field in Shopify (Settings → Policies).
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# SHIPPING POLICY
## Order Processing
Orders are processed within 1–3 business days after payment has been received and verified. Orders placed on weekends or holidays are processed on the next business day.
## Shipping Scope
We currently ship to addresses within the continental United States. We do not ship to P.O. boxes, APO/FPO addresses, Alaska, Hawaii, or international destinations. Customers outside our shipping area may contact us directly to discuss freight arrangements.
## Shipping Times
- **Accessories and in-stock items:** typically delivered within 3–7 business days after shipment.
- **Electric surfboards, electric motorcycles, and other large equipment:** delivery times vary based on inventory availability and manufacturer lead times. Most orders arrive within 2–6 weeks.
- **Pre-orders and backordered products:** estimated delivery dates are communicated to the customer after purchase.
If we are unable to ship within the timeframe stated at the time of purchase, we will notify you and you may elect to cancel your order for a full refund or consent to a revised shipping date.
## Shipping Charges
Shipping and freight charges are calculated at checkout or quoted separately for oversized items. Freight quotes for large equipment may include residential delivery, liftgate service, and delivery appointment scheduling. Any charges not collected at checkout will be quoted and approved by the customer before the order ships.
## Lithium Battery Shipments
Products containing lithium-ion batteries are classified as hazardous materials (UN3480/UN3481, Class 9) and are subject to federal transportation regulations. These items ship by ground transportation only and are not eligible for air or expedited shipping. Batteries may ship separately from the equipment they power.
## Freight Deliveries
Larger products ship via freight carrier. The carrier will contact you to schedule a delivery appointment. Please note:
- Someone 18 or older must be present to receive and sign for the shipment.
- Standard freight delivery is curbside. Inside delivery, placement, and unpacking are not included.
- If a scheduled delivery is missed or refused without cause, redelivery fees, storage fees, and return freight charges are the responsibility of the customer.
## Inspection and Damage Claims — Important
**You must inspect your shipment before signing the delivery receipt.**
- If there is visible damage to the crate, packaging, or product, note the damage in writing on the delivery receipt or bill of lading before signing, and photograph the damage before the driver leaves.
- Report concealed damage not visible at delivery to us within **48 hours** of receipt, with photographs of the product and packaging.
- Retain all original packaging and crating until any claim is resolved.
Signing a clean delivery receipt may waive your ability, and ours, to recover from the carrier. Claims reported after 48 hours, or without documentation, may not be recoverable.
## Tracking
Once your order ships you will receive a shipping confirmation with tracking information where available. Freight shipments are tracked by pro number and delivery appointment rather than parcel tracking.
## Title and Risk of Loss
Title and risk of loss pass to the customer upon delivery by the carrier to the shipping address provided. Please ensure your shipping address is accurate; address corrections after shipment may incur carrier fees.
## Delays
Delivery estimates are not guaranteed and may be affected by weather, carrier delays, customs processing, or manufacturer production schedules. We will notify customers of significant delays as soon as we are aware of them.
## Questions
**Divine Voltage LLC**
alex@divinevoltage.com
www.divinevoltage.com
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# RETURN AND CANCELLATION POLICY
## Overview
Electric surfboards, electric motorcycles, and related powersports equipment are high-value, serial-numbered products. Once a unit is registered, operated, or used in water, it cannot be resold as new. The terms below reflect that.
## Order Cancellation
- **Within 48 hours of purchase:** orders may be cancelled for a full refund, provided the order has not shipped and production or special-order processing has not begun.
- **After 48 hours, before shipment:** orders may be cancelled subject to forfeiture of the **25% deposit**, plus any manufacturer restocking or cancellation charges actually incurred.
- **After shipment:** the order is treated as a return under the terms below.
- **Special orders, custom configurations, and pre-orders** placed with the manufacturer on your behalf are non-cancellable once the manufacturer order is submitted. You will be notified before submission.
If we are unable to ship within the timeframe stated at purchase, you may cancel for a full refund regardless of the above.
## Returns — Accessories and Small Parts
Unused accessories and parts in original, unopened packaging may be returned within **30 days** of delivery for a refund of the purchase price. Return shipping is the responsibility of the customer.
## Returns — Boards, Motorcycles, and Batteries
Returns are accepted within **14 days of delivery** only if the product is:
- Unused, unregistered, and never operated in water or on trail
- In original packaging with all crating, accessories, chargers, and documentation
- Free of damage, wear, water intrusion, or modification
Approved returns are subject to a **15% restocking fee**, and return freight is the responsibility of the customer. Refunds are issued to the original payment method within 10 business days of inspection and acceptance at our facility.
## Non-Returnable Items
- Any unit that has been operated, registered, or placed in water
- Battery packs that have been charged, installed, or placed into service
- Special-order, custom, or configured units
- Items damaged by misuse, accident, improper storage, or improper charging
- Items returned without prior authorization
## Return Authorization Required
**Do not ship a return without contacting us first.** All returns require a Return Authorization. Unauthorized returns will be refused or returned at the customer's expense. Request authorization at alex@divinevoltage.com.
## Damaged or Defective on Arrival
Products damaged in transit are handled under the inspection and claim terms in our Shipping Policy, not as returns. Products that are defective on arrival are covered by the manufacturer's warranty. Contact us and we will facilitate the warranty claim on your behalf.
## Manufacturer Warranty
New equipment is covered by the manufacturer's warranty. Divine Voltage LLC is an authorized dealer and will support and facilitate warranty claims, but warranty terms, coverage, and duration are set by the manufacturer, not by Divine Voltage.
## Demonstration, Rental, and Experience Bookings
Booked demonstration, rental, and guided experience sessions are subject to separate terms provided at booking. Sessions cancelled by the customer with at least 48 hours' notice may be rescheduled or refunded. Sessions cancelled by Divine Voltage for weather, water conditions, or safety will be rescheduled or refunded in full.
## Questions
**Divine Voltage LLC**
alex@divinevoltage.com
www.divinevoltage.com