Customer Service
We are here for you throughout the whole process. Our goal is to make it as easy and painless as possible.
We offer free shipping on orders over $199 within the U.S. + no sales tax.
Ordering Process
When you purchase an item from us you should receive an order confirmation. If you create an account with us your order will be saved for future references along with your address for any future orders.
COVID-19 Has had a significant impact on item availability, if the item is taking longer than anticipated, feel free to reach out for a refund or a status update. If the item you purchased is on backorder that means that the item is not in stock with us currently, so it will either be shipped directly to you from the manufacturer (if the manufacturer has it in stock at the time) or the manufacturer will ship to us and we will ship it to you right away.
We will always reach out to you to let you know what the steps will be if the item you order is on backorder.
Shipping
Once the items in your order are shipped you will be emailed a tracking number where you can track the E.T.A. We currently use UPS and USPS for shipping.
If you have any questions regarding shipping timing and pricing or if you'd like to inquire about international shipping, please reach out to us: sales@activewake.com or 503-765-7474.
If products are in stock with quantity numbers, they will be shipped within 1-2 business days of receiving the order. Parts may be stocked within their respective manufacteurs, so some parts orders may take an additional 1-2 days to ship or be drop-shipped.
We are not responsible for any lost/stolen/damaged items during the shipping time. We are more than happy to help you resolve any issues that may come about during shipping.
Returns/Exchanges
The customer is responsible for the return shipping costs and fees. All new/unused products must be new, unused, and must be in the original packaging. Returns on non-stocking items may be charged a restocking fee of up to 15%
Here at Active Water Sports we believe our customers should have the best time possible on the water. That's why we offer our 30-day performance guarantee that ensures you 30 days to try your new toy*. If you don't love it, send it back and we will find a better fit for you, or we can refund to the original payment method used.
*Performance guarantee covers only waterskis, boards, and bindings. All other products have to be in original packaging and not used to be eligible for a refund.
Returns will be charged a 5% restocking fee. For a return, simply ship it back to us with the original packing slip in the box, that way we can track down your order for a refund. Original shipping costs are non-refundable and the buyer is responsible for return shipping charges.
For an exchange, you will need to reach out to us at sales@activewake.com or 503-342-4678 so that we can get you what you need and work out any price differences if needed. The customer is responsible for the return shipping costs and fees.
Warranties
We follow the manufacturer's full warranty period. The time period does vary from brand to brand. In most cases, the original warranty extends for a period of (1) one year from the date of purchase and covers any defects in product.
We are happy to assist you in the warranty process, just reach out to us. If you're unsure whether the issue is covered under warranty you should be able to find most warranty policies on the manufacture's website. If not, we can help!
Best Price Guarantee
We will match any authorized dealer's lowest price.
*To qualify for price matching, the item must be identical make, model, year, and item number, and must be in stock with other authorized dealers. Price matching excludes sale items and previously purchased products.
Free shipping on orders over $199 and no sales tax ever!
If you have any questions, comments, concerns reach out to us: sales@activewake.com or 503-342-4678.
Thank you for shopping with us for 40 years!
