Call Monday through Sunday,
9 AM to 8 PM Eastern Time
Write to us anytime at firstname.lastname@example.org
Full contact information is available on our contact page.
REAL is dedicated to providing the best customer service in the world.
We've put together a list with some of the most common questions we receive. Choose from the most appropriate category below and you'll be on your way.
There is a problem with my order. Can you help?
Yes! Contact us by phone or email and we will get it sorted out right away.
Can I choose a color?
For orders including kiteboarding kites, some colors may vary. If there is not a color choice option please email your color requests to realpro@REALwatersports.com. Be sure to include your Order # and we will get it sorted out right away.
Can I return or exchange an item?
You have 30 days to return any purchase for a refund, store credit, or exchange. Go to REAL EZ Returns and Exchanges.
What happens if something I just bought goes on sale?
We offer a one-time price adjustment if an item is marked down within seven days of the purchase. To get a price adjustment on your purchase, you must call 1.252.987.6000, or email us at email@example.com. Include your order number in your email message. We will refund you the difference in a REAL Watersports Gift Card.
What are your shipping rates?
Please check our Shipping page for the current rates and more.
Is it safe to order online?
Yes. The REAL Watersports Online Store uses industry-standard encryption to protect the confidentiality of the information you submit when placing an order.
Your privacy is very important to us. Your personally-identifiable information, including your credit card information, is encrypted for maximum security, and your credit card and billing information cannot be revealed to a third-party as it is transmitted to our ordering system, or to anyone attempting to access REAL Watersports' website remotely. REAL Watersports assures you that it has implemented the requisite physical, electronic and managerial processes to prevent unauthorized access to its customer accounts and to maintain data security.
How do I start a warranty claim?
A warranty claim is initiated by emailing a digital photo of the damaged gear, description of the damage, how the damage occurred, the product's serial number, and your original invoice to firstname.lastname@example.org. All merchandise returned for warranty replacement or repairs must bear a Case Number (CAS#) which the Warranty Department will issue you, on the outside of the package and on the invoice. Warranty returns without CAS#s will not be accepted. You are responsible for shipping charges for returned product.
How do I use a REAL Gift Card?
At this time, it is not possible to use your REAL Gift Card when shopping online. Please email or call the store to place an order with a gift card.
Do I need an "online account"?
An online account is not required to make purchases at the REAL Watersports Online Store. But an online account does have benefits. You can save billing and shipping addresses to checkout faster, create wish lists, view order status, view tracking numbers and view your order history.
I can't log in to my account. What should I do?
We have an automated system to retrieve a lost or forgotten password. Click here to retrieve your password. A new password will be sent to your email address on file. If you do not receive your password, check your SPAM folder. If you forgot which email account you used to create the online account, contact us for help.
How do I book lessons or camps and find availability?
If you know which camp you want, you can book the camp online. Select the camp, the date, and then checkout. If you're not sure which camp is the best fit for you or if you would like to book a lesson instead, contact us and we will get you set up.
What is the raincheck and cancellation policy for lessons and camps?
RAINCHECK POLICY: All lessons and camps are pre-paid upon booking with REAL to assure a time slot and the availability of a coach, equipment and/or personal watercraft/boat. In the event of a postponement or cancellation, your lesson or camp will be rescheduled to the next available lesson or camp time. REAL strives to get you riding and will do everything possible to reschedule your lesson or camp promptly. If a lesson or camp is cancelled due to weather, you will be issued a raincheck equivalent to the value of the lesson or camp booked. The full value of a raincheck may be redeemed for lessons, camps, equipment and/or merchandise purchased from REAL for up to a year after the scheduled time. If you fail to show up at the time of your scheduled lesson or camp, or fail to call to postpone your scheduled lesson or camp, you will forfeit the value of your lesson or camp and will not receive a raincheck. If you fail to show up on time for your scheduled lesson or camp, the amount of time you are late will be deducted from the total lesson or camp time.
CANCELLATION POLICY: All lessons and camps may be cancelled or rescheduled, with a complete store credit refund, up to 14 days before the scheduled lesson or camp time. A rescheduling fee of $200.00 will be applied to any lessons or camps cancelled or rescheduled within 14 days of the scheduled lesson or camp start time, and the remaining balance will be placed on your store account. If your lesson or camp is cancelled by REAL, you will receive a raincheck equivalent to the value of the lesson or camp booked. No rainchecks will be issued for cancellations or no shows within 24 hours of a lesson or camp.
What happens if the conditions are not right for my scheduled lesson or camp?
In the event of a postponement or cancellation, your lesson or camp will be rescheduled to the next available lesson or camp time. REAL strives to get you riding and will do everything possible to reschedule your lesson or camp promptly. If a lesson or camp is cancelled due to weather, you will be issued a raincheck equivalent to the value of the lesson or camp booked. The full value of a raincheck may be redeemed for lessons, camps, equipment and/or merchandise purchased from REAL for up to a year after the scheduled time.
What do I need to bring?
All equipment for your lesson or camp is included. The REAL Lesson Center has a huge inventory with all of the newest gear available. Water shoes/booties are not included and required for all kiteboarding lessons and camps. If you do not have a pair, you can purchase them in the store before your lesson or camp. You should also bring a wetsuit if your lesson or camp is scheduled for late fall or early spring. Contact us if you have questions about the current conditions.
Where do I meet my coach?
The REAL Lesson Center is located inside the REAL Flagship Store in Waves, North Carolina. Come inside to the front desk to meet your coach.
How do I check in late?
If you are arriving after hours, your check-in information will be held in a locker next to Watermen’s Retreat office. Upon payment the office will send you details on how to secure this information.
Do you take reservations for less than one week?
Yes. We have a minimum stay of three nights giving you the flexibility to schedule your trip around your schedule. Unlike other rentals you do not have to stay Saturday to Saturday or Sunday to Sunday.
What if there is no wind?
Watermen's Retreat cannot guarantee good wind everyday but we can guarantee you first class accommodations that are centrally located for many activities. Prime surf conditions are just a short walk away and by being co-located with REAL you can rent any board for any condition.
Do I have to bring linens, towels, etc?
No. Watermen's is completely furnished with linens and bath towels. Just bring your beach towels and you will be set to go. The kitchen is fully stocked with all of the gadgets to make your stay complete.
Is Watermen's kid friendly?
Absolutely! Your family may be interested in signing up for a lesson or one of the many camps offered by REAL Watersports, including a specially designed Kids Camp for children 7 – 12 years old. We have live music several nights a week on the waterfront stage and over four acres for kids to romp as their parents enjoy the sunsets. We are centrally located to many of the other attractions of the Outer Banks including the NC Aquarium, The Lost Colony Outdoor Drama, Wright Memorial or the famous Cape Hatteras Lighthouse, Hatteras offshore marinas and the ferry for a quick trip to Ocracoke Island.