At Shapers Surf, we’re committed to getting your surfboard shaping materials to you quickly and ensuring you’re completely satisfied with every purchase. Our shipping and returns policies are designed with professional shapers and dedicated surf enthusiasts in mind.

Shipping Information

Order Processing

We process all orders within 1-2 business days (excluding weekends and public holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Options

We offer two reliable shipping methods to suit your needs:

  • Standard Shipping (AUD $12.95):
    • Carrier: DHL or FedEx
    • Delivery time: 10-15 business days after dispatch
    • Best for urgent orders
  • Free Shipping (orders over AUD $50):
    • Carrier: EMS
    • Delivery time: 15-25 business days after dispatch
    • Economical option for larger orders

Note: Delivery times are estimates and may vary depending on your location and customs processing. We currently ship worldwide except to some remote areas and parts of Asia.

Returns & Exchanges

We stand behind the quality of our surfboard shaping materials. If you’re not completely satisfied, you may return most items within 15 days of delivery for a full refund or exchange.

Eligibility Requirements

To qualify for a return or exchange:

  • Item must be unused and in original condition
  • Original packaging must be intact
  • Proof of purchase required
  • Request must be initiated within 15 days of delivery

Non-Returnable Items

Due to their nature, these products cannot be returned:

  • Custom-cut materials (from “Blank and Material Kits”, “Blanks”, and custom-sized cloth/products)
  • Opened abrasives (any opened packages from “Abrasives” section)
  • Used catalyst dispensers

Return Process

Follow these simple steps:

  1. Contact Us: Email [email protected] within 15 days with your order number and return details
  2. Wait for Approval: We’ll respond within 2 business days with return instructions
  3. Package Your Return: Securely pack the item(s) in original packaging
  4. Ship Your Return: Send to our warehouse:
    Shapers Surf Returns
    99 Jacabina Court
    COLEDALE, AU 2515
  5. Track Your Return: We recommend using trackable shipping

Refund Processing

Once we receive and inspect your return (typically within 5 business days):

  • Refund Method: Issued to original payment method (Visa, MasterCard, JCB) or PayPal
  • Processing Time: 3-5 business days after approval
  • Bank Processing: Additional 2-10 business days depending on your financial institution

Exchange Processing

For exchanges:

  • We’ll ship your replacement once we receive the original item
  • Exchange shipping follows standard delivery times
  • We cover the shipping cost for replacement items

Damaged or Defective Items

If you receive damaged or defective items, contact us immediately at [email protected] with photos and your order number. We’ll arrange a replacement or refund at no additional cost.

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product).

Return Request Template

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

Dear Shapers Surf Team,

I would like to request a return/exchange for my recent order (#[Your Order Number]). Below are the details:

  • Product Name:
  • Reason for return/exchange:
  • Preferred resolution: (Refund/Exchange for [Product Name])
  • Any additional notes:

Please advise on the next steps. I’ve reviewed the return policy and confirm the item is in its original condition and packaging.

Best regards,
[Your Full Name]
[Your Contact Number]

Questions?

Our customer service team is happy to help with any shipping or returns questions. Contact us at [email protected] and we’ll respond within 2 business days.

Last Updated: [Insert Date]