ORDER QUESTIONS

SHIPPING & TRACKING INFORMATION

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FLORENCE

ORDERS & SHIPPING

How can I return an item I purchased?

How can I initiate a return if the online portal doesn't work?

Can the return window be extended for gift items?

What should I do if I encounter an error generating a return label for my item?

How can I return an item that doesn't fit?

What should I do if my return window has expired?

Can I return a gift card for a refund?

How can I apply for a size exchange if the original order was a gift?

Can I return a product that was bought in-store via shipping?

RETURNS

Can I exchange an item?

How do I initiate a return or exchange?

Can I exchange a product that was bought in-store via shipping?

What should I do if I want to exchange a product bought during a sale but the sale has ended?

EXCHANGES

What should I do if my refund hasn't been processed yet?

Why was I refunded less than I paid?

REFUNDS

RETURNS, EXCHANGES & REFUNDS

Can I change or cancel my order after placing it?

How do I handle a wrong or returned order due to an address error?

What should I do if I have been charged twice for my order?

What if the wrong size was received in my order?

Can existing orders be modified or cancelled for faster delivery?

What if I haven't received my gift card?

Where are the products shipped from?

What is the cost of shipping?

When can I expect my order to be delivered?

Is expedited shipping available?

Do you offer international shipping, and to which locations?

What should I do if my package is marked as delivered but I haven't received it?

What shipping options do you offer?

How can I track my shipment?

What do I get for signing up?

How much does it cost?

Can I join the membership program retroactively?

What should I do if my membership is not recognized at checkout?

Can I sign up to be a member if I’m outside the United States?

BECOMING A MEMBER

How do I spend my rewards balance?

Do my rewards expire?

What products are excluded from the rewards?

Can I receive my rewards as cash or check?

How do returns affect my rewards balance?

How can I use my reward credit during checkout?

Can I use a discount code and my member credit on the same order?

MEMBER REWARDS

What should I do if I cannot access my account or reset my password?

How can I activate my account if I haven't received an activation email?

MEMBERSHIP LOGIN

What is the procedure for becoming a Test Pilot?

Does Florence support ideas for new product developments and improvements?

TEST PILOTS

MEMBERSHIP

Can I use a discount code more than once?

Can I receive a discount for being a lifeguard?

Do you offer discounts to specific occupations? (i.e. Military, First Responders, Teachers, and Students)

Why can't I use multiple discount codes at once?

Can I use my promo code after placing an order?

Why does my discount code not work?

Are there any current sponsorship opportunities available with Name?

DISCOUNTS

When will items be restocked?

What is a Burgee flag?

How and where are your products made?

What is UPF?

What is the difference in Utility UPF Tops?

Should you wear underwear with your boardshorts?

Are there plans for restocking out-of-stock items?

Do boardshorts purchased for lifeguarding say 'lifeguard' on them?

Can you provide autographed merchandise from the Florence brothers?

Florence X Bark X Surftech Commander Prone Paddleboard

GENERAL PRODUCT & BRAND INFO

Are there plans to expand size options to include XXL or larger sizes?

How can I make sure I order the right size?

SIZING INFO

Wetsuit Care

Boardshort Care

How do I wash my down puffer jacket?

How should I care for my rashguard to prevent damage?

How do I address a zipper issue without direct manufacturer repair services?

CARE INSTRUCTIONS

What should I do if my product has a defect?

Can I get a replacement for a defective product?

Wetsuit Warranty

What should I do if my item has a manufacturing defect?

Is it possible to get a replacement for a product with manufacturing defects?

Is there a warranty for items without a receipt?

What steps are involved if my received item is defective?

WARRANTY

Can I order a custom wetsuit with specific measurements and specifications?

Is it possible to customize the Aeroshield before purchasing?

What sizes do your wetsuits come in?

Why can I only buy one wetsuit at a time?

WETSUITS

PRODUCT INFO

How do I become a distributor for your products?

Is there an opportunity to collaborate with Florence for retailers or distributors?

Are there stores near me that carry Florence?

WHOLESALE