Frequently Asked Questions

Ordering

What payment methods do you accept? + -

The Surfboard Warehouse accepts Visa, MasterCard and PayPal, ZIP and Afterpay.

Is it safe to use my credit card on thesurfboardwarehouse.co.nz? + -

Yes, The Surfboard Warehouse uses the latest version of Secure Socket Layer Technology (SSL) to encrypt your information. We will never ask for your credit card’s pin number during checkout.

Can I make a change to an existing order? + -

Yes you can, right up until the time your order is being packed. If you want to make any changes, you will need to contact our friendly customer service team (available 7 days per week) on1800 983 227. We cannot guarantee changes, but we will always do our best to accommodate them.

I didn’t receive my confirmation email. What’s up with that? + -

If you have not received a confirmation email, there may have been an issue with your email address. Please emailsales@tsbw.com.au with your full name and we will confirm your order ASAP.

Can I have my order delivered? + -

Yes. We deliver Australia-wide. You have the option to choose your preferred Courier Company prior to checkout. This includes Hunter Express and Direct Freight Express.

How do I know when my order will be delivered and how long does it take to reach my delivery address? + -

If you select either Hunter Express or Direct Freight Express, the delivery/transit times vary from postcode to postcode. As an estimate, the majority of deliveries will be between 3–7 business days. You can track the ETA and progress of your order through the "Track and Trace" tool provided on the courier’s website.

Freight

How do I know if my order has been freighted? + -

You will receive a confirmation email fromsales@tsbw.com.au confirming your order has left our warehouse. The confirmation email will contain details of what you ordered, the consignment number and a link to the freight company website for tracking.

How will my order be packed for freight? + -

We understand the importance of boards arriving safely at their destination and we have an experienced/dedicated team to ensure your board is packaged safely. Check out ourShipping page for more information.

What happens if I am not home on the day of delivery? + -

If your courier delivers your product(s), and you (for whatever reason) cannot be present, don’t panic, the courier will not leave it there unless you give them your consent. However, the courier may take your product back to their applicable depot. This may mean that you will have to organise the collection from there (if they do not offer redelivery). If they do, the courier will try to redeliver your product(s) at an extra cost to you.

We understand that everyone has busy lives. To try to overcome these issues, we highly recommend that you provide TSBW Pty Ltd with a business address for your delivery. This is especially needed if you know that it may be difficult for you to be home. By providing a business address, it gives you peace of mind by knowing that someone can collect your product(s) between working hours.

What happens if an item is missing or I receive an incorrect item in my order? + -

Please contact our customer service team atsales@tsbw.com.au as soon as possible and we’ll make sure it gets sorted!

Can you deliver to a PO Box? + -

We can deliver smaller items to a PO Box, but all larger items (surfboards and SUPs) must be delivered to a physical address. Business addresses are ok and will surely make your colleagues jealous!

Products

Are fins included in the board's price? + -

No, however all of our Softboards come with fins, unless stated otherwise. We always recommend upgrading your fins to obtain maximum performance from your new board. Our fins start from $25.

What size SUP should I buy? + -

On average, 1 litre floats 1 kilogram of weight. To allow you to float, the volume of the board needs to be greater than your body weight. Therefore, most SUP riders will use boards with volume between 130% and 200% of their own body weight. It’s also fun to experiment with different sized boards; you may even find you have the most fun on a board with a little more volume than you’re used to.

For more information on calculating the correct volume, click on the size chart button on one of the SUP product pages.

How do I apply rail tape to my SUP? + -

We've made a video to help you with that! Check out ourHow To page. 

Does my new board come with a manufacturer’s warranty? + -

Yes, every board sold at The Surfboard Warehouse comes with our nationally recognised manufacturer’s warranty. Check out theWarranty page for more information.

How do I make a warranty claim? + -

All warranty claims are to be completed onlinehere.

Product Registration Form + -

Registering your Surfboard Warehouse product is simple, fast, and secure.


By registering you will be setup to enjoy lots of great benefits. You can look forward to discounts, superb service, the latest information, tips & lots more.

Fill out myonline form.