Frequently Asked Questions
Got a question? Find our FAQs here. If your question hasn't been answered here, drop us a line or use our contact form.
Top Questions
How to access my account and store credit?
Hi there, to access your Surfpaints account and store credit, click Account in the top right corner of surfpaints.com. Enter the email address you used for your order, and we’ll send you a onetime verification code to log in. Once logged in, your store credit will be visible in your account and will apply automatically at checkout.
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I can't remove items from my cart?
This is usually a browser or cache issue. Please try visiting https://www.surfpaints.com.au/cart to remove unwanted items; if that doesn’t work try clearing your browser cache, using an incognito/private window, or a different device.
If the cart still won’t update, we can assist with a manual order.
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Can I use store credit with a discount code?
Yes — store credit can be used alongside active discounts.
However, discount codes can’t be stacked with other discount codes. This helps keep promotions fair and consistent for everyone.
Why won’t my discount code work?
Discount codes don’t stack with other discounts or automatic offers.
If your cart already includes a promotion, the code won’t apply. Removing the existing discount will allow the code to work.
Can I place an order manually?
Yes. If you’re having trouble checking out, we can place the order for you and send a secure invoice link so you can review everything before paying.
Do you accept PayPal and card payments?
Yes — we accept PayPal as well as major credit and debit cards. All payments are processed securely.
Note: We only accept PayPal and credit cards through phone when a customer is based in Australia and the Surfpaints Owner is active
Do you ship worldwide?
Yes, we ship worldwide. Shipping prices and delivery times vary depending on location. If you need further help with shipping costs or delivery options, please email support@surfpaints.com.
Where is my order?
If your order has shipped, it is currently on its way with Australia Post. The most accurate and up-to-date location of your parcel can be found in the Journey tab of your tracking link, which shows each movement through the delivery network. Delivery times can vary, especially for international orders. Let us know if you’d like any help after checking the tracking.
Orders & Checkout
I can’t remove items from my cart
This is usually a browser or cache issue. Please try visiting https://www.surfpaints.com.au/cart to remove unwanted items; if that doesn’t work try clearing your browser cache, using an incognito/private window, or a different device.
If the cart still won’t update, we can assist with a manual order.
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I’m having trouble checking out
Checkout issues can happen due to browser settings or payment security checks.
We recommend trying a different browser or device. If the issue continues, contact us and we’ll help you complete your order.
Can I order over the phone?
Phone orders are available for Australian customers only and are handled by the owner during business hours. Availability can vary.
Why was my payment declined?
Declines are usually caused by bank security checks or incorrect billing details.
Trying PayPal or a different card often resolves this quickly.
Can I change my order after placing it?
If your order hasn’t shipped yet, contact us (support@surfpaints.com) as soon as possible and we’ll do our best to help.
Tracking & Delivery
Where can I track my order?
Please use https://auspost.com.au/mypost/track/search and enter your tracking number. It shows the latest tracking scan and the full delivery journey from the carrier.
What is the Australia Post “Journey” tab?
The Journey tab shows each step of your parcel’s movement through the network, even if delivery hasn’t updated yet. This is the most accurate view of progress.
My order says “packed” but hasn’t shipped — is this normal?
Yes. “Packed” means your order is ready and waiting for carrier collection. Tracking updates once the parcel is scanned by the carrier.
How long does express shipping take?
Express shipping timeframes are carrier estimates, not guarantees. Delays can occur due to weather, peak periods, or carrier processing.
Can I get a refund while my order is in transit?
No. We don’t cancel or refund orders while they’re in transit.
If a parcel is confirmed lost or returned, we’ll resolve it with a resend, refund or store credit per policy.
Returns, Refunds & Store Credit
What is your return window?
Returns for change‑of‑mind or any reason are accepted within 30 days of delivery. Customers may choose to receive a 50% refund while keeping the product. If this option is declined, the return can be processed through our return portal, with customer‑paid return shipping.
Do you offer refunds if I keep the product?
In some cases, yes. If you’re within 30 days, we may offer a 50% refund so you can keep the product and avoid returning it.
Do I have to return items for inspection?
Sometimes. If a return or faulty claim requires inspection, return shipping is customer-paid.
If no fault is found, the item is returned to you.
Why are refunds sometimes issued as store credit?
Store credit allows for faster resolution and avoids delays caused by banks or payment providers.
It also ensures you don’t lose value if plans change.
Faulty Products & Proof Requirements
What if my pens arrive dry?
This is usually due to temperature changes during transit.
Shaking, priming, and gently rehydrating the nib normally restores flow.
What proof is required for faulty claims?
We require:
- A short description (surface used, what happened, when it started)
- Clear photo or video showing the issue
No proof means we can’t approve a replacement or refund.
What happens if a fault is confirmed within 30 days?
If confirmed, we’ll offer a replacement, store credit, or refund (refunds are handled manually).
What if a fault appears after 30 days?
We offer a lifetime warranty on confirmed faults.
Resolutions are replacement or store credit.
Are pens refillable?
No — pens are not refillable, but nibs are replaceable to extend pen life
