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.

Do you offer free shipping?

We sure do! We offer our Boardsafe Shipping Guarantee on all new surfboard sales. This means that in the very rare event that your board is damaged after all of the loving care that we have shown it, then we either repair the damage so that the board is as new, or we replace it with a new board! Free Boardsafe shipping also includes express shipping with our delivery partners at Direct Freight and is available Australia wide!

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?

Unfortunately no. We are governed by licensing agreements which prohibit us from shipping Pyzel boards overseas.

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

Bummer! Don't fret though, we will get it sorted for you! Please email admin@3rdrail.com.au with your order number and clear photos of the damage on the board and the box it came in and we will get you surfing in no time.

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 at orders@thridrail.com.au 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 at orders@3rdrail.com.au.

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 at orders@3rdrail.com.au. 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 orders@3rdrail.com.au 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 at orders@3rdrail.com.au 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 at orders@3rdrail.com.au.

 

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