At Aquapac SurfBoard Shop, we’re passionate about getting your water sports gear to you quickly and ensuring you’re completely satisfied with your purchase. Below you’ll find all the details about our shipping options and straightforward returns process.

Shipping Information

Order Processing

We process all orders within 1-2 business days of receiving your payment. You’ll receive a confirmation email with tracking information once your order ships.

Shipping Options

We offer two convenient shipping methods to get your gear to you:

  • Standard Shipping (A$12.95):
    • Carrier: DHL or FedEx
    • Delivery Time: 10-15 business days after dispatch
    • Includes tracking and insurance
  • Free Shipping (Orders over A$50):
    • Carrier: EMS
    • Delivery Time: 15-25 business days after dispatch
    • Includes basic tracking

Note: We currently ship worldwide except to some Asian countries and remote locations. Shipping times may vary during peak seasons or due to customs processing.

Returns & Exchanges

We want you to love your water sports equipment as much as we do. If you’re not completely satisfied, here’s how our returns process works:

Eligibility

To qualify for a return or exchange:

  • Item must be in original, unused condition with all tags attached
  • Original proof of purchase required
  • Request must be made within 15 days of receiving your order

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

  • Bouyancy Vests (once removed from packaging)
  • Gloves (if packaging has been opened)
  • Construction and Repair Parts (special order items)
  • Any customized or personalized products

Return Process

  1. Initiate Your Request: Email us at [email protected] within 15 days of receiving your order. Use our template below for convenience.
  2. Wait for Approval: We’ll review your request and send a Return Authorization Number (RAN) within 2 business days.
  3. Package Your Item: Securely pack the item in its original packaging with all accessories.
  4. Ship Your Return: Send to our warehouse at:
    Aquapac SurfBoard Shop Returns
    78 Wynyard Street
    WEREBOLDERA, AU 2720

    Note: Customers are responsible for return shipping costs unless the return is due to our error.

  5. Processing: We’ll inspect your item and process your refund or exchange within 3-5 business days of receipt.

Email Template for Returns

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Aquapac Customer Service,

I would like to request a [return/exchange] for my recent order #[Your Order Number].

Item Details:
Product Name: [Product Name] Reason for Return/Exchange: [Please specify] Preferred Resolution: [Refund / Exchange for (specify product if exchanging)]

Shipping Address:
[Your Full Name] [Your Address] [City, State, Postal Code] [Country]

Please let me know the next steps. I look forward to your response.

Best regards,
[Your Name] [Your Contact Information]

Refund Information

  • Timing: Refunds issued to your original payment method within 5-7 business days after we receive and inspect your return.
  • Method: Refunded through the original payment method (Visa, MasterCard, JCB, or PayPal).
  • Deductions: Original shipping fees are non-refundable. For exchanges, we cover shipping costs for the replacement item.

Exchange Policy

Need a different size, color, or product?

  • Follow the standard return process, clearly stating you want an exchange
  • We’ll ship your replacement once we receive your return
  • Price differences will be refunded or charged as needed

Damaged or Defective Items

If your item arrives damaged or defective, contact us immediately at [email protected] with photos. We’ll arrange a replacement or refund and cover all shipping costs.

International Returns

For customers outside Australia:

  • Customers are responsible for all return shipping costs
  • Mark packages as “Returned Goods” to avoid customs charges
  • Original customs duties or taxes cannot be refunded

Have questions about our Shipping & Returns policy? Our friendly customer service team is here to help at [email protected].