FAQ

ORDERING

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

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.

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) on (09) 360 0094. We cannot guarantee changes, but we will always do our best to accommodate them.

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

Yes. We deliver New Zealand-wide. Please see the freight terms and conditions for more details.

 

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

You will receive a confirmation email from sales@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.

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 our Shipping page for more information.

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.

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

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

Yes. Every board includes a basic set of fins with purchase price. We always recommend upgrading your fins to obtain maximum performance from your new board.

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.

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

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

All warranty claims are to be completed online here.

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