Faq
General
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.
We have Surfboard Empire stores across Australia. Head to our stores page to find your nearest location or get in touch with our team for directions and opening hours.
Surfboard Empire operates in Australia. While we don’t have official overseas retail partners, many of the brands we stock are available internationally through their own distributors.
Orders, Returns & Warranty
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.
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.
Warranty coverage depends on the brand and manufacturer. If a board is damaged during shipping, it may be covered under our BoardSafe Shipping Guarantee, subject to assessment. Manufacturing faults are handled through the original brand warranty.
Orders may be cancelled prior to dispatch due to payment issues, stock availability, or suspected fraudulent activity. If this happens, our team will contact you directly.
Shipping & Delivery
Shipping rates can vary depending on your region and are calculated at checkout.
Please refer to our Shipping Policy for the most up to date details.
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.
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 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.
Delivery timeframes are estimates only. While we do everything we can to get your gear to you quickly, delivery times can vary depending on courier and location.
Payment Options
For Online purchases, we offer Credit Card, Zip Pay, Afterpay, PayPal and Shop Pay.
For In-Store purchases we offer Cash, Credit Card and Afterpay.
Please note that for Afterpay in store you will need to already been signed up and have enough credit available to be able to complete the payment.
*All purchases through 3rd party payment providers are subject to their terms and conditions, and are separate to Surfboard Empire.
No, we require full payment up front via credit card or payment via any of our buy now pay later options before we can fulfil an order or commence manufacturing on any surfboard orders.
Product & Sizing
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.
Board choice comes down to your size, ability, and what kind of waves you want to surf. Our team can help you dial in the right board using volume, dimensions, and real-world experience online or in store.
