Shipping FAQ

How do I know my surfboard or surf accessories have been shipped?

Surfboards: Once your surfboard is ready and packed you will receive a dispatch email to notify you that your surfboard is on its way to your selected delivery address. All surfboards are personally packed to our requirements and secured safely for safe transport to your doorstep. Your address is printed on the packaging and collected by our experienced couriers. The dispatch email will contain the full details of your order, where it is going to as well as the tracking number and a link to the carrier’s website.

Surf Accessories: Are sent prior to your Surfboard to ensure you are ready for when you board arrives. You will receive an email letting you know when your package has been sent along with a tracking number.

If you would like to track your order please contact us.

How will my order be shipped?

Once your surfboard order is confirmed by email it is processed by your selected shaper and reviewed. Once confirmed your order will go through each manufacturing stage (shaping, artwork, glassing, shipping dispatch etc). Once your order is ready to be shipped, your surfboard is packed in line with our strict packaging policy and picked up by our experienced courier drivers at Direct Freight. Your address is printed onto the packaging and collected from us personally by the carriers. We will email you a shipping confirmation email containing what you ordered, where it is going to as well as the tracking number and a link to the carrier’s site.

Is shipping FREE all the time?

No, shipping is not FREE all the time. FREE Shipping is promoted up the top of the page during promotional periods on Surf Hardware shipping is calculated on the checkout page and depends on the size of your order. For further information please contact us HERE. Shipping costs may change according to each order.

Can you deliver to my work address?

Yes, we can deliver to your place of work. Please ensure to include the Business Name and details in the shipping of your order so the delivery driver can find you easily.

Do you ship internationally?

We don’t ship internationally. However, international shipping can to be arranged by yourself. We recommend using DHL or UPS. You will be able to get regular updates on your board and when it is ready to be picked up you will be advised of the address and carton size. Our Safe Delivery Guarantee is not included for international shipping and we recommend you get shipping insurance when organising the pick up of your board. For further information please contact us HERE.

What happens if my items gets lost or damaged in the mail?

The first thing to do is contact us to confirm where your order was sent and quote your tracking number from your dispatch email. If for any reason your surfboard gets damaged our safe delivery guarantee means you will be reimbursed with a new surfboard, sent back to you safely and as quick as possible. If your order is lost or damaged please contact us HERE.

What happens if an item is missing from my order?

Sometimes, orders can be sent in multiple packages as they may have not fit in just one. Please contact our customer service team HERE to check if this is the case. If in the rare chance we have missed an item off your order, we will arrange to have a replacement sent straight away.

What happens if I receive an incorrect item?

If you receive an incorrect item on your order, please contact our Customer Service Department straight away and we will arrange for the correct item to be sent to you. We will also reimburse you for return postage of the incorrect item. contact us immediately HERE.

Do you deliver to PO Box Address?

We cannot deliver to your Po Box Address in Australia. You will be notified prior to your surfboard being shipped with a tracking number, please ensure you are home or at work.

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 investigated further 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): Pyzel Surfboards Australia will cover the cost to resend the surf hardware once it 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 as 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.


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