SHIPPING SURFBOARDS
PACKAGING
When shipping both within Australia and Internationally, we want to ensure that your board arrives in mint condition. We take great care in packaging your board using the following steps.
- We wrap each surfboard in heavy-duty double-sided bubble wrap.
- We then affix heavy-duty cardboard rail protectors the length of your surfboard, and also use an extra layer of cardboard both on the deck and the bottom, taping everything together firm.
- Once the surfboard is wrapped and ready we slide it carefully into a double-walled cardboard box for final shipping.
DELIVERY PROCESS
On the rare occasion your surfboard packaging has been compromised during shipping we have taken steps to fully insured your board for any costs associated with any direct damage to the surfboard.
You must follow these steps to continue this protection and help us claim any damage.
- Before you sign your delivery docket/consignment note, ask your driver to stay with you while you unpack your newly delivered surfboard. If he is unwilling to wait while you check your surfboard for potential damage then mark the delivery docket/consignment note “BOX DAMAGED” before your signature and the drive can leave.
- If the driver agrees to stay, unpack your board carefully and inspect your new surfboard. If it has been damaged or marked in any way, then please mark the consignment note as "DAMAGED" before providing your signature. If your new surfboard is unmarked, which is usually the case, then feel free to sign the drivers consignment note.
- If your surfboard has been DAMAGED, then please document the damage with good quality photos and contact us immediately to register the damage with our customer service team. Please email stoked@mctavish.com.au
SPECIAL NOTE
By signing the consignment note without any written mention of damage, you are acknowledging the surfboard was delivered in good order.
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RETURNS
Our policy lasts 3 days. If 3 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. If it's a surfboard, then there must be zero surface scratches and/or damage and it must be still in "showroom condition".
Surfboard related returns must be confirmed first with us via:
evan@northcoastsurfboards.com.au
or
+61 2 6685 6896
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will be carried out via EFT, within 5 working days.
All refunds will be subject to a 10% re-stocking fee.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at evan@northcoastsurfboards.com.au or on +61 2 66856896.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We do offer exchanges on surfboards for change of mind. Generally these will be confirmed on a case by case basis. Please get in touch with us ASAP if you feel you have made an error with your order and we can see which board you intend to exchange it for.
Shipping
To return your product, you should mail your product to: North Coast Surfboards, 1/7 Acacia Street, Byron Bay NSW 2481, Australia
Or alternatively, drop it in to us in person.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.