Returns and Customer Service Questions

See our Easy Returns Policy Below

We take our customer service seriously. If you have any problems with this web site, your order, or the service we provide then please contact us and we will rectify it.  We want you to be a very satisfied customer. Please read on to understand our customer service policies and initiatives.

1. How to Order
2. Currency
3. Payment Methods
4. Important  Delivery Information.
5. GST and Taxes
6. Security Measures
7. Returns and Refunds Policy
8. Product and Service Guarantees
9. Privacy Information
10. How we can be Contacted 

How to Order

Online Orders:  Ordering on this web site is very easy - simply follow these steps 

• Browse our site and find the items you would like to purchase. Choose your preferred colour and size, or other options.
• Add the item to you shopping cart. Make sure you check the size chart to get size equivalents if you are ordering outside Australia
• Repeat the process until you have all your items and view your bag.
• Click on the checkout item to go to our secure ordering page. It opens a new page so allow it if the page is blocked.
• Fill in the details you are prompted for and submit your order
• An initial email will be sent to you immediately and one will be sent once we process your payment for your order.

Please ensure that a secure delivery address is given as we cannot take responsibility for lost or stolen parcels unless the parcel is sent by courier with signature on delivery.  We endeavour to process and ship all orders within 1 business day of the order being received. 

We will contact you by telephone or email within 24 hours if there are any out of stock issues or if the processing of your order may be delayed.

Phone Orders: Australian customers can call us during business hours 10am to 5pm Monday to Saturday WST call +61 08 9381 1888 to place orders. 

 Currency

All prices are shown in Australian dollars.  We welcome orders from oversaeas customers, prices for orders to overseas destinations will automatically be calculated NOT INCLUDING GST.  We will not process your order until after we contact you with freight options and costs. 

 Payment Methods

You have several options on how you can pay for your purchase.  They include:

Credit Card:
We accept Visa Card, Master Card and American Express.  We accept these details via our SECURE order page.

Direct Deposit:

Where we offer direct deposit as a payment option we will email you our direct deposit details on confirmation of your purchase.  We will then await confirmation that your payment has been made before shipping your order.

Pay Pal:

You can also pay via PayPal for your purchase.   You will be taken across to the PayPal site to enter your credit card details.  We can send you a Paypal Payment Request if you place a phone order.  Please note Paypal do not refund original Transaction Fees on refunded payments.  If you pay by Paypal and we have to refund your purchase due to cancellation (unless we have ro refund due to out of stock) we are not liable for the transaction fees levied by Paypal.  If you decide to cancel your order for any reason after you have completed your Paypal Payment we will not refund the Paypal Transaction fee.

ZipPay or ZipMoney

You can pay for your payment in 4 payment installments with ZipPay.  If you select this payment method in the checkout you will directed to the ZipPay website

Other Payment Options

We may also show other payment options in the checkout.  Pick up in store is available

Important Delivery Information

Shipping to a business in a commercial area (ie not a home office) is always preferred.  We ship to residential adresses however extra charges apply and re-delivery fees may be levied if you are not at home to sign when the courier arrives.  We can also ship your order to a nearby freight depot for you to collect to avoid residential surcharges and extra handling.

You should receive your order within 1 to 14 business days depending on your location and delivery method.  Bulky goods are shipped by road express and the delivery time may extend by up to 6 business days if you are in a remote location.  We provide post and courier tracking numbers for follow up after your order has been processed.  Please provide business address or Authority To Leave Without Signature (ATL) if you will not be at home to sign for your order. No responsibilty taken by Surf Sail Australia or the delivery company for loss, theft or damage of any ATL deliveries.  If you give us ATL please provide safe out of sight location to leave your order (i.e. behind the potplant)

FREIGHT DAMAGE and BULKY ITEMS (ie surfboards etc). We take the utmost care to pack your order adequately for delivery however some courier drivers do not always take the appropriate care with fragile goods and freight damage occasionally occurs.  When you sign for your order you acknowledge that the goods have been delivered and received in good order and condition, please do not accept and sign for your order if there are obvious signs of damage to the outside of the shipping carton. If you are unsure please sign with a notation "subject to checking contents" Any claims for freight damage must be received within 2 business days of the date of delivery. We accept no responsibility for loss or damage for orders shipped under your ATL (Authority to Leave without signature)

GST and Taxes

A charge of 10% GST is included in the retail price shown. The price shown is the price charged for Australian customers.  We are a 100% Australian owned business, registered for GST.   Australian Business Number ABN 74 997 625 232

GST and Local Import Charges on International Orders:

International customers do not pay Australian GST and will pay less for the item than that shown on the site.  International destinations include Cocos Islands, Christmas Island and Norfolk Island. The total price of your order will include the 10% GST at the start of the checkout. However, this will be reduced when your international delivery destination is specified and we automatically deduct the Australian GST from your order.

Our freight charges for international orders are for door to door delivery however additional local taxes, duties, VAT, clearance charges MAY be payable by you on arrival in the destination country.  Additional destination charges MAY be levied by your local customs office and cannot be calculated by us or our Couriers, please make your own enquiries locally before proceeding with your international order.  We accept no responsibility for any locally levied import/destination charges on arrival in your country.

The normal transit time for international shipping is 3-12 working days depending on your destination.  You will be required to sign for your international delivery.  Increased transit times caused by local customs clearance delays are outside our control.  We use Fedex or Australia Post International Standard Air Mail for shipping small items, Air Mail transit times and rates can be found here

We offer competitive freight quotes to international destinations for bulky items that cannot be posted, please contact us for a quote.

 Security

We employ extensive security measures using secure encrypted links and proven encryption methods to keep your payment details safe.  Please visit our security page to read more about how to tell when it is safe to enter your payment details.

 Returns and Refunds Policy

We accept all returns within 14 days from when the order is sent.

Surf Sail Australia offers refunds for or will replace any items purchased that...

1. Are faulty or damaged at time of purchase
2. Do not match the specification advertised for them

Surf Sail Australia may offer store credits for returned items that do not fit or items that you have changed your mind on, please return by post (your cost), we will contact you as soon as your return arrives to discuss your wishes.  If you have made a mistake with your original order we may offer exchange or store credit however all postage costs are your responsibility.  Free postage will not apply if your item is returned for credit or refund  we will deduct our outgoing postage and any non refundable charges associated with your order (ie Paypal Transaction Fees) from any credit or refund issued.

Return/exchange postage costs are the responsibility of the customer, free postage only applies to original purchase, postage costs of returns/exchanges/incorrect orders are the customer's responsibility. 

We will not refund purchases or replace items where the items are damaged, used or worn after payment has been finalised.  If you change your mind about the purchase after payment has been finalised we may offer a store credit for the returned item within 21 days of the original purchase, not including any freight and postage costs.

Any refunds offered by us will be net of Paypal Transaction Fees which are not refunded by Paypal when the original Paypal Payment is refunded by Paypal

Please ensure all returns are in a new condition and are fit for re sale with all packaging and retail swing tags in place and undamaged.

Product and Service Guarantees

If you have a problem with your purchase, then we want to know about it so we can rectify the situation.  Please see our Guarantees Page

Privacy Policy

We have a comprehensive online privacy policy that is explained on another page.  Please view our Privacy Policy.

Contact Us

We know that it is important to be able to be easily contacted if there are any issues, concerns or questions about your order or you experience any problems.  Our full contact details including postal/physical address phone and email addresses can be found on the contact page.

Go to the Contact Page