Shipping Information

At SurfShell, we work hard to get your order on its way as quickly and smoothly as possible. The information below outlines how we process and ship orders, estimated delivery timeframes, and what to expect when ordering internationally.

1. Order Processing

  • All orders are packed and dispatched from Raglan, New Zealand.

  • Orders are typically shipped within 2 business days of payment being received.

  • Freight collections occur every business day. Orders placed on weekends or public holidays will be processed on the next available business day.

  • During peak periods, product launches, promotions, or unforeseen events, dispatch times may be slightly longer.

2. Shipping Destinations

  • We ship to most countries worldwide.

  • Unfortunately, there are some destinations we are unable to service due to:

    • Excessively high freight costs;

    • Unreliable postal or courier networks;

    • Difficult customs processes or import restrictions; or

    • A high risk of loss, theft, or non-delivery.

  • If we are unable to ship to your location after an order has been placed, we will contact you as soon as possible to discuss alternative options or arrange a full refund.

  • Tip: If international shipping costs to your location are high, check our Store Locator to see whether an authorised SurfShell stockist is available closer to you. This may provide a more cost-effective and faster delivery option.

3. Shipping Costs

  • Shipping charges are calculated based on your delivery location and the shipping method selected at checkout.

  • SurfShell does not inflate or profit from shipping charges. We simply pass on the rates charged to us by our freight and postal partners for each shipping zone.

  • International shipping to some regions can be expensive, however these costs reflect the actual charges applied by the carrier.

4. Delivery Timeframes

  • Estimated delivery times displayed at checkout or provided by us are guides only and are based on information supplied by our selected shipping partners.

  • Delivery times can vary due to customs processing, weather events, public holidays, carrier delays, or other circumstances outside of our control.

  • While we will do everything we reasonably can to dispatch your order promptly, SurfShell cannot guarantee delivery within a specific timeframe.

5. Tracking Your Order

  • Where a tracked shipping option is selected, you will receive a shipping confirmation email containing your tracking number once your order has been dispatched.

  • For international tracked post services, NZ Post will often transfer your parcel to your local postal service once it arrives in your destination country.

  • We recommend checking which local postal provider handles inbound international parcels in your area, as your original tracking number will generally continue to work on your local postal service's tracking website after handover.

6. Customs, Duties & Import Taxes

  • International orders may be subject to customs inspections, import duties, taxes, VAT, or other fees imposed by the destination country.

  • These charges are not included in the purchase price or shipping cost unless otherwise stated and are the responsibility of the customer.

  • SurfShell has no control over customs processing times or any additional charges imposed by local authorities.

7. Incorrect Addresses & Returned Parcels

  • Please ensure your shipping address is complete and accurate at the time of ordering.

  • SurfShell is not responsible for delays or non-delivery resulting from incorrect or incomplete address details provided by the customer.

  • If a parcel is returned to us due to an incorrect address, failure to collect the item, or refusal to pay local customs charges, additional shipping fees may apply before the order can be resent.

8. Lost, Delayed or Damaged Shipments

  • Once an order has been handed over to the carrier, delivery is managed by the selected postal or courier network.

  • If your parcel appears delayed or tracking has stopped updating, please contact us and we will assist by lodging an enquiry with the carrier where possible.

  • SurfShell is not liable for delays caused by postal services, couriers, customs authorities, natural events, industrial action, or other circumstances beyond our reasonable control.

  • Any claims for lost or damaged parcels will be assessed in accordance with the carrier's investigation process and our obligations under applicable consumer laws.

9. Local Stockists

If you would prefer to purchase from a retailer closer to home, we recommend checking our Store Locator to see if there is an authorised SurfShell stockist in your region. Purchasing from a local stockist may offer faster delivery times and lower shipping costs, while also supporting our network of independent surf and watersports retailers.

10. Questions About Shipping

If you have any questions about shipping options, delivery estimates, or whether we can ship to your location, please contact us before placing your order. We are always happy to help find the most suitable shipping solution where possible.

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