Frequently Asked Questions
Ordering & Shipping
Q: My package shows "Delivered," but I haven't received it. What should I do?
Q: My package shows "Delivered," but I haven't received it. What should I do?
- A: Please check with neighbors or your building management first. If it is still missing, contact the carrier directly with your tracking number, and then reach out to our customer service for assistance.
How can I track the status of my order?
How can I track the status of my order?
Once your order is dispatched, you will receive an automated email containing your tracking number and a link to the carrier's website. You can also log into your ITAOSTAR account to view real-time shipping updates.
Q: My tracking information hasn't updated for several days. Is this normal?
Q: My tracking information hasn't updated for several days. Is this normal?
A:Yes, slight delays are common during international transit or customs clearance. Please allow 3-5 business days for the carrier to update the status. If there is no movement after a week, please contact our support team.
Q: Do I need to pay import duties or taxes?
Q: Do I need to pay import duties or taxes?
- A: For most regions, ITAOSTAR covers import duties (DDP service). However, policies vary by country. Please check the shipping policy on our checkout page or contact us to confirm if extra fees apply to your location.
Q: Can I cancel or modify my order after placing it?
Q: Can I cancel or modify my order after placing it?
- A: We process orders quickly to ensure fast delivery. If you need to make changes, please contact us immediately. Once the order has been shipped, we cannot modify it, but you may return it under our return policy.
Choosing Your Board
Q: Which ITAOSTAR board is best for beginners?
Q: Which ITAOSTAR board is best for beginners?
- A: We recommend our all-around inflatable models (typically 10'6" to 11' in length). These boards offer excellent stability and volume, making them perfect for learning balance, yoga, and casual paddling.
Q: What is the weight capacity of your boards?
Q: What is the weight capacity of your boards?
- A: Weight limits vary by model. Generally, our boards support riders between 250 lbs to 350 lbs (approx. 113 kg - 158 kg). Please check the specific product page for the exact limit of the model you are interested in.
Q: Are ITAOSTAR boards suitable for yoga?
Q: Are ITAOSTAR boards suitable for yoga?
- A: Absolutely. Our wider decks provide a stable platform specifically designed for yoga poses. The non-slip deck pads ensure safety even when wet.
Q: How do I know which size to choose?
Q: How do I know which size to choose?
- A: Taller and heavier riders generally need longer and wider boards for stability. Smaller riders or those looking for speed might prefer a narrower, shorter board. Refer to our "Size Guide" on each product page.
Product Specs & Performance
Q: Are ITAOSTAR boards waterproof?
Q: Are ITAOSTAR boards waterproof?
- A: Yes, our inflatable SUPs are made from military-grade PVC with double-layer fusion technology, making them fully waterproof and highly durable against punctures.
Q: What is the difference between single-layer and double-layer boards?
Q: What is the difference between single-layer and double-layer boards?
- A: Double-layer boards are constructed with two layers of PVC material, making them significantly more rigid, durable, and stable than single-layer boards, though slightly heavier.
Q: What PSI should I inflate my board to?
Q: What PSI should I inflate my board to?
- A: Most ITAOSTAR boards perform best at 15 PSI. Do not exceed the maximum PSI listed on the board or in the manual to avoid damage.
Q: How long does it take to inflate the board?
Q: How long does it take to inflate the board?
- A: Using the included high-pressure electric pump, it typically takes about 5-8 minutes to reach the recommended PSI. With a manual hand pump, it usually takes 10-15 minutes depending on your fitness level.
Care, Maintenance & Accessories
Q: How do I clean and maintain my SUP?
Q: How do I clean and maintain my SUP?
- A: After use, especially in saltwater, rinse your board thoroughly with fresh water. Let it dry completely before deflating and storing it in its bag. Avoid leaving it inflated in direct sunlight for extended periods.
Q: Can I attach accessories like a kayak seat or fishing rod holder?
Q: Can I attach accessories like a kayak seat or fishing rod holder?
- A: Yes! Most of our boards come with D-rings specifically designed for attaching accessories. You can easily add a kayak seat, bungee cords, or action camera mounts.
Q: What is included in the box?
Q: What is included in the box?
- A: Every ITAOSTAR board comes as a complete kit: the board, a backpack, a paddle (adjustable or 3-piece), a high-pressure pump (manual or electric depending on the model), a leash, and a repair kit.
Q: How do I store my board during winter?
Q: How do I store my board during winter?
- A: Store your board deflated in a cool, dry place away from direct sunlight. Ensure it is completely dry to prevent mold. You can store it rolled up or flat if you have space.
Warranty & Returns
Q: What is the warranty period for ITAOSTAR boards?
Q: What is the warranty period for ITAOSTAR boards?
- A: We offer a standard warranty (usually 1-2 years) covering manufacturing defects such as seam separation or valve issues. Normal wear and tear is not covered.
Q: How do I initiate a return?
Q: How do I initiate a return?
- A: If you are not satisfied, please contact our support team within the return window (e.g., 30 days). We will provide you with a Return Merchandise Authorization (RMA) and instructions on how to ship the item back.
Q: My board arrived damaged. What should I do?
Q: My board arrived damaged. What should I do?
- A: We apologize for the inconvenience. Please take photos of the damage and the packaging immediately and email them to our support team. We will arrange a replacement or refund as quickly as possible.