SHIPPING & RETURNS / TERMS & CONDITIONSUpdated 18 hours ago
SHIPPING & DELIVERY
Surfpaints dispatches orders Monday to Friday at 11:00 AM AEST from our warehouse in Brookvale, NSW using tracked Australia Post services. Additional couriers may be used where appropriate.
Domestic Shipping (Australia)
NSW: Express shipping typically arrives in 1–2 business days, and Standard shipping takes 2–4 business days.
Other States: Express shipping generally arrives in 1–3 business days, while Standard shipping may take 3–10 business days.
Priority Express (Australia Only)
Our Priority Express + Cover upgrade includes priority handling, meaning your order is picked, packed, and dispatched ahead of all standard and regular express orders.
This option also includes full coverage: if the parcel is lost or missing, Surfpaints will replace or refund 100% of the product and shipping cost once a postal investigation is completed.
International Shipping
USA: Estimated delivery time is 7–11 business days.
New Zealand: Estimated delivery time is 3–5 business days.
Other regions: Shipping usually takes 6–12+ business days, depending on the local postal system.
Please note: Express international shipping is not available at this time.
International Pricing & Taxes
International product prices may be higher due to currency conversion fees, increased international shipping costs built into the pricing, and additional costs for customer service, customs handling, and returns.
Surfpaints is not responsible for any taxes or duties imposed by your country. If you refuse delivery or fail to pay customs fees and the item is returned, a store credit will be issued for the product value, minus any shipping costs incurred.
Order Cancellations
Orders can be cancelled within 60 minutes of placement for a full refund.
After 60 minutes, cancellation is only possible before dispatch, which occurs around 11:00 AM AEST, Monday to Friday.
Once dispatched, orders cannot be cancelled. If the parcel is already packed or in transit, cancellation may still be considered upon request, but shipping and return fees will apply.
To cancel an order, please email us as soon as possible.
Returns & Exchanges
We offer a 60-Day Money-Back Guarantee. Refunds are not available after 60 days from the order confirmation timestamp.
To request a return, email [email protected] with your order number and the reason for the return. Use the subject line “RETURN ORDER”.
Wait for approval and return instructions before sending anything back. Customers are responsible for return shipping unless otherwise agreed.
Once your return is approved and received, a refund will be processed to the original payment method within 1–3 business days.
Faulty or Incorrect Products
If you receive a faulty or incorrect item, please email [email protected] with your order number and clear photo or video evidence. Use the subject line “FAULTY PRODUCT”.
Depending on the issue, we may offer a replacement, store credit, or a discount to keep the item (if low value or easily resolved).
Unclaimed or Returned Parcels
If a parcel is returned due to an incorrect address, failure to collect, or refusal to pay customs/import charges, we will issue store credit for the product value minus any return shipping costs.
This applies to both domestic and international orders. Customers are responsible for entering correct address details at checkout.
If an address is not corrected within 12 hours of placing the order, Surfpaints reserves the right to decline free replacements.
Missing or Delayed Deliveries
If your order shows as delivered but has not been received:
Check your tracking updates
Contact your local post office (Australia Post or international equivalent)
Lodge a missing parcel claim with the courier
Email [email protected] with the subject “MISSING ORDER”
Postal investigations may take up to 10 business days. If no resolution occurs after 60 days, we will refund or replace the item.
If you selected Priority Express + Cover, your order is automatically eligible for full replacement or refund once declared lost by the carrier.