welcome 

Shipment and guarantee

SHIPMENT 

Info

We put a lot of focus on making sure your items get delivered as quickly as possible. Delivery times vary according to your selected delivery address, availability of your items and the time of day you place your order.

Processing

Once your order is confirmed, we will prepare your items for shipping. Items may take 1 day for processing. While we work hard to ensure your order is prepared for shipping as quickly as possible, some items may have longer processing time due to low product availability. In such circumstances, you will be notified before you process to the check out .

Shipping

You can enjoy free shipping for orders over $69. Where available, you can opt for Express Shipping for an additional fee.

Important Note

When express shipping is chosen, Specific address information(including street/block,name,phone number)is required in ENGLISH according to Shipping regulations.

Delivery times vary depending on your shipping destination:Order Status

Once your order is placed, we will update you on your order status by email.

Order Confirmation

Immediately after your order is placed, an Order Confirmation email with a summary of your order as well as your shipping and billing details will be sent to you.

Shipping Confirmation

Once your order is shipped, you will receive a Shipping Confirmation email, letting you know your items have left our warehouse. Details about the items contained in the shipment as well as a tracking number are included in the email. To track your package, simply click onto the link provided. Please note that sometimes it takes the shipping company 24 hours to update the status of the shipment and your tracking link may not work immediately. If your order has multiple items, they may be split into different packages shipped on different days. You will receive a separate Shipping Confirmation for each shipment.

GUARANTEE 

We are committed to ensuring that all products we sell are safe and of the highest quality.

Together with our Suppliers, we have a responsibility to provide high quality products and services to our customers.
To support this responsibility, we have in place a clear and defined product approval process.  This process includes:

  • factory auditing (quality requirements);
  • product testing; and
  • inspections.

How to report an incident

If you purchased a product from us and wish to report a product safety related incident please contact us via the "Contact Us" page on our website.

Once we have your details and the incident your report will be progressed according to our product safety policies and procedures.

How an incident is dealt with

Once we have received notice of a product safety incident (see How to Report an Incident above):

  • Our contact centre records incidents according to their type and assigns a ‘Severity’ rating to ensure it receives the proper escalation and attention.
  • If the incident cannot be resolved at the point of contact, the incident is assigned to the relevant person. If further investigation is required, we will contact you.  The level of investigation undertaken is commensurate with the seriousness of the complaint.

At a minimum all complaints relating to serious injuries (incidents we classify as Severity 1) must have a formal investigation commenced to identify root-cause within a reasonable timeframe having regard to the incident.

We aim to find a commercial and fair solution to our customer’s complaint using all relevant information and common sense.

In making a decision, we must always consider the following:

  • the law;
  • industry codes and guidelines;
  • what is the fair and reasonable thing to do in the circumstances.

Product recalls

SURFBEACH 

Our most important role is to provide you with safe, quality products.  We put our customers first including keeping them informed of any issues with products resulting in withdrawals and recalls.

Our response to products that have been recalled or withdrawn from sale is determined by our internal policy and the following priorities:

  • Protecting the health and safety of our customers and staff.
  • Complying with legal requirements.
  • Maintaining our reputation for quality products.

   ISSUES WITH THE PRODUCT

Receive your order with the incorrect style? Not to worry, we will resend you the correct style FREE of charge! We want to make sure you receive your orders as fast as possible. Please contact us  by phone or via email we will send you out the correct style free of charge!