Frequently Asked Questions
At Twin Pin, we want your only concern to be the next wave. Here we answer the most common questions about our technical base, equipment, and the experiences we organize.
Your shipping questions
What is the shipping cost?
The cost is calculated automatically based on the products purchased and your address, but don't worry, we always try to make shipping as affordable as possible. Remember that shipping is free on orders over €100.
Do you ship to the Balearic and Canary Islands?
We want to reach as far as possible while always maintaining affordable shipping. That's why the Balearic Islands are included in our standard rate, with the same benefits for orders over €100.
However, shipping agencies still make things a bit difficult for us with the Canary Islands due to logistical management. But we haven't forgotten you! You can now place your orders from the islands, although please note that due to the special tax regime, it will be mandatory to provide your ID number and customs duties and IGIC will be paid by the recipient upon receiving the package. We continue to work to make it easier for you!
Do you ship internationally?
Yes, we ship all over Europe! In addition, we are working to cross the pond and offer worldwide shipping very soon.
As with national shipments, the shipping fee will be automatically calculated in your cart once you enter your delivery address.
What do I do if my package has arrived damaged?
Although we take every precaution, if your package is damaged, you have two options:
If you notice the damage before accepting the package, you can refuse it directly and notify us. We will send you another item immediately, and we will handle the claim with the shipping company.
You can always inspect the product within the first 24 hours after receiving it (this is the timeframe shipping companies give us for claims). Send us photos of the damage, and we will take care of everything.
In any case, we guarantee the utmost transparency and speed in handling your claim.
What are the delivery times?
We prepare products in stock in our warehouse as quickly as possible so you can enjoy them within 24-48 hours. For products shipped directly from the distributor, the estimated delivery time is around 5 to 7 business days.
Large volume items (Boards, booms, etc.): As these require special and more delicate transportation, the delivery time is usually around 5 to 10 business days. In this case, we prefer to ensure that your item arrives in good condition rather than arriving quickly but in pieces.
Payments and Financing
Is it safe to pay online?
We guarantee it. Our entire store is powered by Shopify, one of the most powerful and secure e-commerce platforms in the world.
Your bank and card details are completely encrypted using the SSL security system. Neither we nor anyone else has access to your payment data; we only receive confirmation that your order has been successfully completed. You can shop with complete peace of mind!
Can I finance my purchases at Twin Pin?
Of course! We know that sometimes it's much more convenient to finance your new equipment.
When you complete your order in the cart, our payment platform will show you in a super clear and transparent way how to do it step by step. No hidden paperwork or surprises: you choose the months and the installment that best suits you.
Returns and Exchanges Policy
Easy returns and exchanges
To save you the hassle of searching, we've created a direct link where you can start the exchange or return process without wasting time. Fill out the "Open form" and we'll get right to it.
Exchange policy
Choosing the wrong size is the most normal thing in the world when shopping online! We provide you with all the information you need to know in the following link, a page exclusively dedicated to answering your questions about exchanges.
Returns policy
No one here will ask you why, as we know that sometimes you just back out. You have a period of 30 calendar days from the day you receive your order to contact us. To make it easy for you, we will provide the shipping method ourselves so you don't have to complicate things. The cost of this transport will be directly deducted from your total refund, which you will see reflected in your account within 5 to 7 days using the same payment method you used. Remember that, in order to accept the return, the product must be completely new, with its original tags and not having been used in water.
Here's a link to easily process your returns!
Travel: On The Wave Tours
What destinations are we traveling to?
We look for the best wind and wave conditions in the world. Our star destinations are the waves of Maldives and the consistent wind of Dakhla, always selecting the time of year with the best statistics for each discipline.
Do I need to be very experienced to join a trip?
No. We design experiences for both beginners looking for their first great adventure and advanced riders who want to explore secret spots and improve their technique.
Products and Warranties
What kind of clothes do you sell?
We select surf and lifestyle fashion brands that embody our philosophy of "The New Old School": quality clothing that defines our off-water lifestyle.
What warranty do my purchases have?
All our new products come with a 3-year legal guarantee against any manufacturing defect, which we manage directly with the official brands. You should note that the guarantee covers manufacturing defects in materials or stitching, but it does not cover breakages due to impacts, improper use in sand or sun, or natural wear and tear from your sessions in the water. If you notice any manufacturing anomaly, write to us with photos of the problem and we will process it with the brand as quickly as possible so you don't miss a single forecast.
Can't find your answer?
If you have any questions that we haven't answered yet, please don't hesitate to contact us, we'll be happy to help. You can reach us via Whatsapp: 604914159 or by email at info@twinpinsurfco.com