SMTH Shapes AU/NZ Shipping Policies
SMTH Shapes Shipping Guarantee
SMTH Shapes ships a lot of surfboards, while following our strict safe delivery procedures to ensure your surfboards and accessories arrive safe and on time. Damages are very rare. In the unlikely case your board is damaged we guarantee we will cover all the costs in repair or replacement ensuring we get your surfboard back to you as soon as possible.
Frequently Asked Questions
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 call us on 07 5551 4195 or use our live chat at the bottom right of your computer screen.
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. Your address is printed onto the packaging and collected 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. Currently, free shipping is available on all non-surfboard products for cart value over $100. Some bulky items are excluded and will be clearly stated on the product page. Surfboards are not included in the free shipping promotion.
Shipping costs will be dynamically calculated on the checkout page based on the products in your cart and the shipping destination. For further information please contact us via the chat feature at the bottom of your screen.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 can ship internationally. International shipping is automatically calculated on the checkout page for the vast majority of countries. The fee is based on quotes that are provided by our partner freight companies. In rare cases, the location of the shipment does not specifically match the quote on the checkout page. If an order is placed and there is a discrepancy between the shipping fee and the actual shipping cost, a SMTH Shapes team member will promptly contact you. If you are unsure about the international shipping fee that is automatically calculated on the checkout page you can contact us for more information. International customers will be required to pay any duties and taxes upon arrival of their items.
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 we will cover all the costs in repair or replacement, ensuring we get you a brand new looking board as safely and as quickly as possible. If your order is lost or damaged please contact us immediately on 07 5551 4195 or use our live chat at the bottom right of your computer screen or email team@smthsurf.com.au
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 on team@smthsurf.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 on 07 5551 4195 or use our live chat at the bottom right of your computer screen or email team@smthsurf.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 long does it take once my product is shipped?
QLD: 1-2 days (rural areas up to 5 days)
NSW: 1-2 days (rural areas up to 5 days)
VIC: 2-3 days (rural areas 5-7 days)
SA: 3 days (rural areas 5-7 days)
WA: 7-10 days
NT: 7-10 days
TAS: 5-10 days
How do I return something I buy from SMTH Shapes?
Please review and follow our returns process defied in the Terms and Conditions
