FAQS
FAQS
Yes. If you would like to pick up your order from one of our stores please contact customer service by emailing support@surfboardempire.com.au immediately after your order has been placed advising your order number and which store you wish to pick up from.
We do run promotional offers and discounts from time to time. These offers are advertised on site, via our social media platforms and to our email marketing subscribers. Follow us and subscribe to our mailing list to be kept in the loop!
We are proud to be able to offer custom surfboards from a number of world leading shapers. Please use the online chat feature to start your order.
Due to the nature of custom surfboards, manufacturing times will vary depending on your requirements.
We are unable to provide returns on custom surfboards unless the product is deemed faulty by us.
Yes, all returned items must be in a brand new, unused condition with all original tags attached. Products must be returned within 30 days of purchase.
The customer is responsible for all return shipping costs unless the item received has been deemed as faulty or isn’t the exact item that was ordered.
*Bulky items such as surfboards, softboards, bodyboards, board bags & skateboards do not qualify for our returns program unless deemed faulty.
Please contact customer service by emailing support@surfboardempire.com.au with your order number and your reason for return. They will arrange an RA and provide the next steps. The customer is responsible for all return shipping costs unless the item received has been deemed as faulty or isn’t the exact item that was ordered.
EAST COAST [NSW, QLD, VIC, ACT]
- Free Shipping - spend over $70
- $10 Shipping - spend under $70
OTHER [WA/NT/SA/TAS]
- Shipping charge based on location and items
AUSTRALIA WIDE
- Electric Bikes - $199.95
Please note, times are a guide only and may fluctuate due to events out of our control.
- QLD is roughly 1-2 business days for metro areas and roughly 3-5 business days for rural areas.
- NSW is roughly 1-2 business days for metro areas and roughly 5 business days for rural areas.
- VIC is roughly 3 business days for metro areas and roughly 5-7 business days for rural areas.
- SA is roughly 3 business days for metro areas and roughly 5-10 business days for rural areas.
- WA is roughly 3-5 business days for metro areas and roughly 5-10 business days for rural areas.
- NT is roughly 3-5 business days for metro areas and roughly 5-10 business days for rural areas.
- TAS is roughly 3-5 business days for metro areas and roughly 5-10 business days for rural areas.
1-4 business days depending on the location of items in the order. This doesn’t include any delays caused by events that are out of our control.
Surfboards are carefully packaged by our experienced warehouse team. They’re wrapped in heavy duty bubble wrap and slid inside a heavy duty, reinforced cardboard box.
BOARDSAFE SHIPPING
Surfboard Empire BoardSafe Shipping guarantees that your surfboard will be;
- Wrapped in heavy duty bubble wrap
- The nose and tail will be double wrapped
- Placed in a Creatures Icon Lite surfboard bag
- Finally, we slide it into a double walled, reinforced shipping box
To add BoardSafe Shipping to your order, simply choose the BoardSafe Shipping option at the checkout and the team will start packing your order.
No, we cannot ship surfboards internationally. We are bound by distribution agreements that only allow us to ship within Australia.
Bummer! Don't fret though, we will get it sorted for you! Please email support@surfboardempire.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.
You will get a shipping notification with tracking details once the board has been shipped from our warehouse. Follow the tracking link provided to track your shipment.
Please note, times are a guide only and may fluctuate due to events out of our control.
Manufacturing time guidelines:
- PU boards up to 6’6 (no artwork): 6-8 weeks.
- PU boards 6’6 and over (no artwork): 10-12 weeks.
- Epoxy EPS boards: 12-14 weeks.
- Boards with artwork: 10-12 weeks.
We are constantly adding new stock to our website. If the item you are after is not in stock please reach out to customer service via live chat or email support@surfboardempire.com.au for more information on when an item is expected to be restocked.
No, we require full payment up front via credit card or payment via any of our buy now pay later options before we can reserve an item in stock for you.
Yes, please contact customer service by emailing support@surfboardempire.com.au with your order number so they can provide an update. Once your board has been dispatched you will receive an email with your shipment tracking information. This will allow you to track your items while in transit and view the estimated arrival date.
We’re here to help
We can answer many of your questions in our FAQ section. If you still need more help, please get in touch with us via the below or hit the chat icon:
NEED A BOARD FAST? CHECKOUT OUR EXPRESS MANUFACTURING SURFBOARD COLLECTION.
Heading on a surf trip and need to fill out your quiver? Or just want a new surfboard under your feet sooner? Take a look at the surfboards we offer Express Manufacturing on.
Protect your surfboard with surfboard empire's boardsafe shipping.
Your surfboard will be wrapped in heavy duty bubble wrap, double wrapping the nose and tail. Then placed in a Creatures Icon Lite surfboard bag & slid into a double walled, reinforced shipping box.