Shipping Details

Delivery

Surfpaints dispatches orders daily at 2 PM from our Sydney, NSW warehouse via tracked couriers, primarily Australia Post. Tracking is provided upon fulfilment.

Estimated Delivery Times:

Australia:

• Standard 2–4 days

   

Duties & Taxes:
International customers are responsible for any import duties or taxes. For questions, contact us by replying to your order email

Cancellations

Orders can be cancelled within 2 hours of placement for a full refund.
Email: reply to your order email | Subject: “CANCEL ORDER” + your order number.

If your order has not yet shipped, we’ll cancel it free of charge. If it has been dispatched, return shipping may apply.

Returns – 60-Day Money-Back Guarantee

We stand by our products. If you're not satisfied, return your items within 60 days for a full product refund (shipping excluded).

To initiate a return:
Email: reply to your order email | Subject: “RETURN ORDER” + your order number.

• Return shipping is the customer’s responsibility.

• Use a tracked shipping method.

• Refunds are processed within 1–3 business days of receiving your return.

After 60 Days:
Refunds are not available unless items are faulty. If confirmed, we'll replace them after receiving and inspecting the faulty product.

Faulty Items

Think you received a faulty item? Send us:

1. Photo clearly showing the fault

2. Video demonstrating the issue

3. Reply to your order email | Subject: “FAULTY PRODUCT” + your order number

We’ll assess the claim. If approved, send the product back to us and we’ll ship a replacement free of charge.

Undeliverable or Returned Packages

If your package is returned to us due to non-collection or address issues, we’ll refund the product value (minus shipping) once received.

Missing Shipments

If your tracking shows "Delivered" but you haven’t received your order:

1. Check the tracking link provided.

2. Contact your local post office.

3. Lodge an inquiry with the courier (e.g., Australia Post) using your order number.

Once the investigation (up to 10 business days) concludes the item is lost, we’ll send a replacement via express shipping.

Need help? Please reply to your order email | Subject: “MISSING ORDER” + your order number.

Incorrect Address Policy

If an incorrect address is entered and not updated before dispatch, the customer is liable for:

• $25 return-to-sender fee

• $10 reshipping fee

If redirection is not possible, the parcel must be returned to us before we can resend it.

Steps to Correct an Address with Australia Post:

1. Track your parcel via Aus Post website/app

2. Call 13 76 78 with your tracking number

3. Visit your local post office for redirection options

4. If redirection fails, wait for it to return to us, and we’ll resend (fees apply)