Frequently Asked Questions
Below are a list of some frequently asked questions. If you have any other questions please give us a call at 541-306-6829 or email us at email@example.com.
Shipping / Tracking FAQ
How do we ship the items?
For larger shipments we will use UPS, and smaller orders will ship with USPS. Orders going international, military and orders to states off the continent(Alaska, Hawaii, Puerto Rico) will ship USPS priority mail.
How long will my order take to get to me?
Please allow 1-2 business days for processing. Orders traveling by UPS with free shipping to the east coast from us in Oregon will take 5-7 business days from ship date to arrive(refer to the UPS map below). Smaller orders travel by USPS and can take 3 to 5 days to arrive.
Why don't I have tracking?
If you don't have tracking there are three possibilities, your order hasn't shipped yet; the tracking didn't update when it was shipped which can be fixed and emailed again; or it has just been picked up and hasn't started hitting scan check points.
I paid for 3 day shipping why is it taking 5 days to arrive?
Shipping days are based on business days, which doesn't not include Saturday or Sunday. So an order with 3 day delivery ordered on Wednesday night will go out on Thursday and arrive on the third business day which is Monday. Please make sure to note holidays that effect shipping days.
I paid for an express shipping option why has my order not shipped yet?
Shipping times are based on business days and work hours. If you paid for shipping on Saturday or Sunday which are times we are not in the shop we will ship you order first thing on Monday with your expedited shipping request.
Can I use my own Fedex/UPS account?
Please email us your account information to firstname.lastname@example.org and we will check if we can use your account.
Do you ship to Hotels?
Yes we do ship to hotels. Please provide the name of the hotel as well as you room number and the dates you will be there so we can make sure the package will make it in time.
Is international shipping free?
No, for international shipping you will need to pay for USPS priority shipping. A quote for cost of shipping will show up when you enter your ship to information during checkout.
What countries do you ship to?
United States; Canada; Belgium; Denmark; Finland; Germany; Ireland; Italy; Japan; Netherlands; New Zealand; Norway; Portugal; Spain; Sweden; Switzerland; United Kingdom. If you do not see your country than unfortunately we don't ship there and we cannot make an exception.
Why does international shipping take so long?
When an order is going to another country it is estimated to take 12-14 business days because the package goes to multiple check points as well as passing through customs to make sure the package is safe and headed in the right direction. Once through customs the delivery will be finished by your countries postal service.
Will there be customs fees when I receive my order?
It is possible that you will be charged duties or fees for an international order by customs. We do not have any control over this nor do we have a way to predict the amount. We will not be able to put the order description as a gift to try and avoid this. For information on what causes these fees or how much they could be please contact your country's customs office.
I ordered multiple times, why do I only have one tracking number?
If you ordered more than once around the same time and we were able to gather them we will ship them combined in the same package. You will only receive one tracking number and an email letting you know about this.
Board / Parts FAQ
What type of board is best for me?
To help us determine what would be the best board for you please tell us your height, weight and how much you'd like to spend. Are you just looking to cruise and carve, or do you want to get into speed and tricks as well?
How do I customize my board?
You can swap in the custom parts you want us to build with in the cart. Please check out this video for instructions. http://vimeo.com/59167772
Is it cheaper to buy a complete or separate parts and assemble it myself?
At TLS assembly is free so it is a better idea to have us build your board before it is shipped so you can save time and get riding.
Why didn't my order arrive built as a complete?
To make sure your order should be a complete it needs to have this in the parts list, TLS Complete Longboard Assembly Or put a note in the comments during check out asking us to build your custom board.
Can I do custom graphics or change the current graphics?
We do not have the equipment to do custom graphics on these decks, and the decks we do have come with them applied by those companies which we cannot change.
How do I fix Wheel bite?
A couple ways to fix wheel bite is to use a harder bushing and avoid slop in your trucks. You could change to a smaller wheel. Or use a riser to create space between your deck and wheels.
What do the numbers on the wheels mean?
One of those numbers is the diameter, it has mm for millimeters next to it. The other number with an "a" next to it is the durometer or hardness of the wheel. The closer to 100 the harder the wheel is.
What is delamination?
When a board is coming apart at the sandwiched plies it is because the bonding agent isn't holding them together which is called delamination. Please let us know if you see this happening as soon as possible so we can evaluate if it is a warranty issue.
How come hardware wasn't included with my trucks?
Not every build up is the same so hardware is not included with trucks because it's not always the same length required.
Do the wheels come with bearings?
No, wheels do not come with bearings. That is another part for you to be able to pick exactly what you want for customization.
Do you have any beginner boards?
We have a lot of great options for beginner boards. Please tell us the riders height, weight, and your budget and we'd be happy to get a few options together for you. Or checkout our beginner longboard page.
How much weight can these boards hold?
Weight tolerance can depend on the board construction. Please send an email to email@example.com to make sure the board you want will be the best fit.
What size spacers do I need and what do they do?
Spacers help center your bearings from the inside and make for a more consistent roll that benefits speed and life of your bearings. The most common size spacer is 8mmx10mm, but take a look next to the wheel and see in the description what spacer width would be best. Spacer Size: 10mm.
How do I pick the right size of gloves?
A good way to figure out how to pick glove size is to measure from your wrist to the tip of your middle finger. Medium is about 7", and you can check out this video on gloves as well. http://www.youtube.com/watch?v=34kbS_w2xVg
How do I know the right size of pads or helmet?
For knee pads measure about 4" above the knee for the circumference and then follow the size guide next to the pads you want. For Elbow pads measure the circumference 6" above the elbow then check the size guide. Helmets measure the circumference around the head at the largest point and follow the size guide. For all pads you want them to fit snug so they don't move around to much but not so tight it cuts off circulation.
What size board is best?
A good all around size for a 6' tall person is about 40". Depending on riding purpose and skill that size can vary. Feel free to email us with details for a range of boards that can work for you, firstname.lastname@example.org.
How do I return an item?
Please email to email@example.com to request an RA# and return instructions. Remember to include your name and order number and a brief explanation.
What is the warranty available?
If the product is not more than 30 days old and new or unused it is a possible warranty issue. To help determine warranty issues please send detailed photos to firstname.lastname@example.org with your name and order number.
Can I return this board even though it was only ridden once?
I am very sorry, but we are not able to accept returns on used products. Even ridden once most boards and wheels will start to show wear and tear and would be a liability if we sold them to another customer.
Are gloves covered under warranty?
Glove warranties are a case by case basis. Slide gloves are made to be as durable as possible but affordable as well. The gloves are reinforced, but with anything being drug across the concrete it will eventually cause some damage. Please watch our video on slide gloves and technique to see how to avoid future issues.
Will my bearings survive water?
It is a good idea to keep your bearings out of water or any wet conditions. Even if they are all weather or ceramic it is not good to get them wet because it could cause rust or other damage. Bearings with water damage will not be warrantied.
Can you waive the restocking fees?
The restocking fees are in place to help recover shipping costs when items are returned and we have paid to get them to you. If you have paid for shipping than please contact us at 541-306-6829 to discuss your options.
My product arrived with damage?
Please send detailed photos of the product and the box it came in to email@example.com along with your name and order number. This will help us determine if it is a shipment issue or a shop issue and we can proceed accordingly.
When will you restock your boards/products?
When something is out of stock we can expect it back within 1-2 weeks. Feel free to sign up for an in stock notice or shoot us an email if you don't see it anymore.
Why is my payment card not working?
If you receive an error message please first call the number on the back of the card to check for any issues with the card or the purchase amount and available balance. If your card is clear for action but still isn't working give us a call or email to let us know so we can try to assist.
Is it easier to order over the phone or online?
We can take orders over the phone, but it is better to use our site to make sure you can see the information is correct. The order will be dropped into our timeline of orders as soon as you get your confirmation email.
Where are you located?
We are at 1088 SE 9th Street Suite 110 in Bend Oregon, 97702.
What are your shop hours?
Monday-Thursday 9am to 5pm or Fridays 10am to 3pm and make a purchase or ask questions.
Can we visit the warehouse and buy in person?
Yes, we have one location at the above address and you are welcome to come by Monday-Thursday 9am to 5:30pm or Fridays 10am to 3pm and make a purchase or ask questions.
Can I have some free stickers?
We try to include free stickers with our orders, so feel free to request extras when you place your order. Or, you can send a self addressed and stamped envelope to our address and we will send out what we can.
Can I have some free stuff?
Sorry we don't give out free boards or parts but we do have some sale items you might be interested in.
Do you have military discounts?
Sorry we do not do military discounts.
Why don't we sell a certain companies product?
We try to keep up with new product, but we don't have room for everything on the market. It is possible we will be carrying it in the future. If you think we should carry something feel free to email us so we can see what you're looking for.
When is your next sale?
We do offer percentage off sales from time to time that you can find out about by following our Facebook, Instagram, twitter or blog.
Will you sponsor me?
At this time we do not have any open sponsorships spots but feel free to check back with us in the future.