Ordering FAQ

How do I return something I buy on Pyzel Surfboards Australia?

Pyzel Surfboards Australia reserves the right to vary from this policy on a case by case basis. Warranty claims with Surf Hardware (Fins, Leg Ropes Etc.) needs to be filed directly with the manufacturer of the product. To return a product you need a return merchandise authorisation (RMA) number before sending the product back to Pyzel Surfboards Australia. An RMA can be obtained by contacting Pyzel Surfboards Australia HERE. All refunds are subject to product inspection upon return. A refund will be processed after the product has been inspected.

Surfboards: All surfboards are manufactured specifically for the individual customer. Therefore, all sales are final. Any manufacturing defaults need to be taken up with the surfboard manufacturer. Pyzel Surfboards Australia will do everything in its power to help its customers with product issues. Please contact us HERE with any issues.

Clothing and Surf Accessory Returns (t-shirts, leg ropes, tail pads, surfboard fins): Once the product has been returned by the customer. The new product will be sent out as soon as the returned product has been inspected upon return. Please contact us HERE to obtain an RMA or for any other questions.

In the case of an incorrect item being shipped out, or the product has been damaged in transit please contact us HERE to obtain an RMA.

How long will it take for my surfboard to be manufactured?

It depends on each surfboard model, the construction, artwork, glassing and shape you have ordered. Current manufacturing lead times for surfboards that have been ordered and are not available in stock will be specified in your order confirmation email. You can track the status of your surfboard through production by logging into your account on our website and clicking the "Track My Surfboards" link. Feel free to contact us HERE to inquire about surfboard order times and to check up on your board. Please include your receipt ID (Eg: Receipt #5073f6f76468e).

What Types of payment do you accept?

Pyzel Surfboards Australia is proud to accept most major credit cards, Zippay and Afterpay. We do not accept cash, cheques or cash on delivery.

Can I make a change to an existing order?

Sure. You may make changes to your order up until your order has begun being processed. Please contact us HERE or by phone immediately with the order modifications you would like. Please note: that not all changes can be guaranteed as surfboard orders may be too far into the manufacturing process. Ensuring that your order is correct on the checkout page is the best way to save any disappointment at a later date. We advise you carefully read through everything you have selected on our checkout page to ensure you are happy with your order prior to clicking the “Buy Now” button.

Can I order by phone or email?

Yes we do accept orders via phone. We do not accept orders via email because we do not record any payment details for under our Privacy Policy. To place an order please follow the steps and select your surfboard or surf hardware and process your payment on the checkout page of our website.

Thinking of removing items from your cart?

On the checkout page, prior to clicking “Buy Now” simply click the small red remove icon to remove any item listed in your order. If you would like to then add this product again, click the small green icon to then add this product to your order again.

What happens if something I order is out of stock?

The Pyzel Surfboards Australia inventory system removes out of stock items from the online store, but occasionally an item sells out within seconds of your order confirmation. If an item on your order is sold out, we will still ship the available products and you will be contacted with an explanation. If your order has been charged you will be provided with a full refund immediately. Our customer service team will do everything they can to satisfy your order, but popular items can sell out quickly.

What if my credit card shows multiple charges?

All orders are processed as one charge. If for any reason you have multiple charges when you have only processed one order, please contact our Customer Service Department HERE immediately for assistance, if the charge needs to be removed.

What If I am ordering and there is an error in the checkout?

If you have any Technical Issues whilst using the Pyzel Surfboards Australia site, please contact our Customer Service Department and we will assist you immediately: HERE.

Where is my confirmation email?

If you did not receive a confirmation email within a few minutes of successfully placing your order then you may have entered your email address incorrectly. Another reason you may not have received the email is if your ISP flagged our confirmation email as spam. Please provide your full name and receipt number that is provided when your confirmation email fails on the confirmation page. (Eg: Receipt #5073f6f76468e)

How do I change my delivery address?

Pyzel Surfboards Australia cannot be held responsible for an incorrect address being entered on your order. Address confirmation is given on the checkout page. If this is not noticed until after your order is finalised, please contact Customer Service immediately (HERE). We will attempt to update any incorrect order details, however Pyzel Surfboards Australia is not liable for any changes of address.

How do I know where and when to Pick Up my surfboard?

You can select to Pick Up your surfboard from our factory in Tweed Heads, NSW. You will be notified via email when your surfboard is ready to be collected. NOTE: You will be required to present ID (eg. drivers license, bank card) when picking up your surfboard or you can provide your Pyzel Surfboards Australia receipt ID detailed on your confirmation email (Eg: Receipt #5073f6f76468e).

What currency are Pyzel Surfboards Australia prices displayed in?

All prices are shown in Australian Dollars.

How do I keep up to date with sales, new surfboards and surf hardware on the Pyzel Surfboards Australia?

The best way to stay up to date with Pyzel Surfboards Australia is to Subscribe to our mailing list and follow us on Instagram @pyzelsurfboardsau. Emails are sent out updating customers on new stock deliveries, new surfboard models and surf hardware releases.

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