Customer Care

CUSTOMER CARE

We created this page to quickly and effectively assist current and potential CaribeSUP customers.  To get started, please select an option below to be directed to the correct portion of our Customer Care page.

[ult_buttons btn_title=”Contact CaribeSUP” btn_link=”url:%23contact||” btn_align=”ubtn-center” btn_bg_color=”#fde800″ icon_size=”32″ btn_icon_pos=”ubtn-sep-icon-at-left” btn_border_style=”solid” btn_color_border=”#000000″ btn_border_size=”2″ btn_radius=”5″]
[ult_buttons btn_title=”Track Your Order” btn_link=”url:%23track||” btn_align=”ubtn-center” btn_bg_color=”#fde800″ icon_size=”32″ btn_icon_pos=”ubtn-sep-icon-at-left” btn_border_style=”solid” btn_color_border=”#000000″ btn_border_size=”2″ btn_radius=”5″]
[ult_buttons btn_title=”Questions & Answers” btn_link=”url:%23faqs||” btn_align=”ubtn-center” btn_bg_color=”#fde800″ icon_size=”32″ btn_icon_pos=”ubtn-sep-icon-at-left” btn_border_style=”solid” btn_color_border=”#000000″ btn_border_size=”2″ btn_radius=”5″]
[ult_buttons btn_title=”Instructional Videos” btn_link=”url:%23videos||” btn_align=”ubtn-center” btn_bg_color=”#fde800″ icon_size=”32″ btn_icon_pos=”ubtn-sep-icon-at-left” btn_border_style=”solid” btn_color_border=”#000000″ btn_border_size=”2″ btn_radius=”5″]
[ult_buttons btn_title=”Warranty/Return Policy” btn_link=”url:%23policy||” btn_align=”ubtn-center” btn_bg_color=”#fde800″ icon_size=”32″ btn_icon_pos=”ubtn-sep-icon-at-left” btn_border_style=”solid” btn_color_border=”#000000″ btn_border_size=”2″ btn_radius=”5″]
[ult_buttons btn_title=”Find Our Dealers” btn_link=”url:%23dealers||” btn_align=”ubtn-center” btn_bg_color=”#fde800″ icon_size=”32″ btn_icon_pos=”ubtn-sep-icon-at-left” btn_border_style=”solid” btn_color_border=”#000000″ btn_border_size=”2″ btn_radius=”5″]

Contact CaribeSUP

Our team at CaribeSUP is always here to assist you.  Please feel free to open a live chat and speak with a representative now or use the contact form to email us. We will contact you soon as possible!

If you are looking to track your order then please scroll down to the “Track Your Order” section. 

Be sure to follow us on any of the social networks below:

facebook  twitter  vimeo  youtube  instagram

Track Your Order

To track your order please enter your Order ID in the box below and press the "Track" button. This was given to you on your receipt and in the confirmation email you should have received.

Warranty & Return Policy Information

  • We perform quality checks both in our factories and in our warehouse before shipping each product.
  • Due to the nature of paddle boarding we cannot warranty the performance of any board.
  • We cannot guarantee against damage or punctures and cannot protect or warranty against circumstances outside of our control.

The 1 Year Warranty begins effective the day the retail customer purchases the product as identified on transaction receipt and is non-transferable. If within the 1 year period the product becomes defective, you will need to contact us immediately. Caribe SUP will send via email a Product Complaint form. You will be asked for a copy of a sales receipt and photos of the defective nature in question, as well as original packaging material to verify if damage was due to shipping. Caribe SUP will thoroughly review the data on the Product Complaint form to determine if product is defective. If it is deemed a manufacturing or material flaw, we will issue an RMA number. This number along with the damaged product will need to be returned to the return address on the form. Upon physical review, Caribe SUP will make the final determination as to the nature of the damage or flaw and issue a replacement product (model depends on availability), or store credit. does not include products that have incurred damage or breakage from use of product or normal wear and tear.

Warranty will not apply for incorrect setup or if used in commercial, rental or teaching environments.

Cosmetic Flaws that do not affect the functionality or performance of the boards are not applicable and not covered under the policy.

Warranty does not include:

  • Wear and tear or normal aging of product.
  • Incorrect setup or if used in commercial, rental or teaching environments.
  • Damage by extreme weather or environmental conditions.
  • Damage during shipment, or while in possession of a freight carrier or a dealer.
  • Damage by accident, neglect, improper use or handling.
  • Damage by being towed.
  • Prototype, Samples, Demos or As Is boards.
  • Any boards that have been structurally or dimensionally altered or modified.
  • Colors may vary from those shown. Variations in color are not covered by warranty.

Caribe SUP will provide repair or a replacement for any product deemed to be defective or having defect materials. Once the product has been used we cant accept it back unless the previously mentioned defects are present.

 

Returns

If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Gift cards are not eligible for being returned

To complete your return, we require a receipt or proof of purchase.

 

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.

 

Sale items

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

 

Exchanges

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at info@caribesup.com

 

Shipping

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

If you are shipping an item over $75, you should consider using a trackable shipping service and purchasing shipping insurance.

Frequently Asked Questions

Our inflatable paddleboards are manufactured using the best technology and materials available. However; no one is perfect, so for this matter we offer a one (1) year manufacturers warranty that covers any manufacturing defects on materials and workmanship. Cosmetic defects are not included.

The combo comes with your favorite inflatable paddleboard, a three piece adjustable aluminum paddle, a colorful high volume dual action pump, three detachable fins and the repair kit (including the screw and square washer for the main skeg).

We include two (2) matching color Tarpaulin patches, one (1) industrial glue and an one (1) plastic wrench tool (used to remove the valve for maintenance purposes). You will also find one (1) screw and one (1) square washer needed for the center skeg.

If ground option is clicked then yes! We also offer expedited since we believe you want your stuff quick!

Yes we do! Contact us with your full address so we can quote the shipping cost. Make sure you include what product you want us to ship and how fast you want it.

First check out this video or you can just place the square washer in the square opening, flat. Slide it to the front, then place the brass pin of the fin into the same square opening. Slide it all the way to the back. Now push the fin all the way in, slide the square washer back until aligns with the hole, insert the screw and screw it all the way down until tight.

First check out this video or when the board is deflated you can just fold the board bringing both black tips together, set the side fin on top and inside of each opening, then let go of the board. Once the board is inflated the pressure will keep both fins in place. We know, this is not the easiest to do, but after lots on research we found this design to provide the best performance.

First, check out this video (https://vimeo.com/130090569)

MANUAL PUMP: 

  1. Connect the pump with the pressure gauge and whose.
  2. Make sure the H3 inflation valve on the board is closed (stem up) You just need to push down and twist to the left to close it and to the right to open it (deflate).
  3. Screw in the adapter at the end of the hose to the H3 valve on the board and pump to 13-15 PSI.

ELECTRIC PUMP:

  1. Plug the electric pump to your car’s battery (only while the vehicle is NOT running)
  2. Make sure the H3 inflation valve on the board is closed (stem up) You just need to push down and twist to the left to close it and to the right to open it (deflate).
  3. Screw in the adapter at the end of the hose to the H3 valve on the board
  4. Select between 13-15 PSI on the dial
  5. Press ON
  6. The pump will shut off automatically once the selected pressure is reached

All of our boards have passed a 25 PSI test, but you only need to inflate them to 15 PSI. This is crucial if you want to get the best performance out of it.

It all depends on the board, but in most cases it takes around 7 minutes for the Manual Pump. We also have Electric Pumps available here

No worries! Since the gauge starts at 7 PSI, it wont move for the first few pumps. Once it reaches 7 PSI you will see it move quickly. Getting tired already? Check out our electric pump options here

First check out this video or simply attach the brass clips to the D-Rings on the softpad. The lower clips attach to the back, the ones at the top to the front. Then adjust the straps until you feel comfy.

Check out this video Or you can just leave the valve open, roll it up like a sleeping bag with the deck pad facing up (never down) Once rolled up, close the valve and tie it up with the strap included.

A very VERY long time, months in most cases. There is no need to deflate your board between usage unless you really need to. You could always check the pressure before heading out into nature.

Simple, mild soap and water should do it. Tough stains on PVC can be cleaned with a magic eraser sponge from that bald guy that is super clean….anyway, that should do it. Oh, refrain from using harsh chemicals on the foam pad. Like what? basically anything you would not put on your skin.

Always! Please send us information regarding your company/store, pictures and a cool story using our contact form.

Instructional Videos

In an effort to reduce paper waste and do our part to go green, CaribeSUP replaced multi-page “User’s Manuals” with “How To” instructional videos. Here you will be able to find all of the instructions on how to assemble and enjoy your inflatable paddle board and all of our other SUP products. Thank you for assisting us in our “go green” initiative!

HOW TO PADDLE BOARD – THE BASICS

Start out in calm, flat water and keep in mind you could be falling! Be aware of your surroundings to help prevent injury.

  • Get your inflatable paddle board out into in water and make sure your paddle board fins are clear of obstruction.
  • Begin by positioning yourself on your knees then make a few strokes on each side of the board with your SUP paddle.
  • Once comfortable with the movements, slowly stand up on your inflatable paddle board one foot at a time keeping your body in the middle of the inflatable paddle board.  Keep your feet parallel and about shoulder width apart.
  • Keep a slight bend in the knees and your core centered over the board.
  • Continue to maintain balance while making even strokes to each side of the inflatable paddle board with your SUP paddle.

Find A CaribeSUP Dealer

We are working hard with local retail shops to bring our CaribeSUP products to all corners of the globe. Please be patient and continue visiting this page for updates on local dealers. Also, feel free to talk to your local shop about CaribeSUP! We always reward business referrals!