TERMS & CONDITIONS
SurfPaints operates from its warehouse in Sydney, NSW, and ships via Australia Post for orders within Australia, and through DHL eCommerce for all international orders. All orders are dispatched daily at 2pm, and a tracking number will be provided upon fulfillment.
Australia Delivery Times
NSW: Express 1-2 days ; Standard 2-4 days
VIC, QLD, SA, NT, ACT, TAS & WA: Express 1-3 days ;Standard 3-6 days
International Delivery Times
New Zealand: Standard 3-5 days
USA: Standard 7-11 days
International Orders: Standard 6-12+ days
International Delivery Tax and Duties
For orders outside of Australia, international delivery times are subject to each country's import and tax policies. SurfPaints is not responsible for any import taxes associated with the order. Please consult your local guidelines or contact us at email@example.com for advice based on other customers' experiences.
International shipments typically take 3-12+ days. To find specific information about your country's delivery times, please visit the DHL eCommerce website:
DHL eCommerce International Delivery Times
Customers have a 2-hour window from the time of order placement to cancel without any questions asked. To cancel, please respond to your SurfPaints order email with the subject line "CANCEL ORDER."
Cancellations requested beyond the 2-hour window may require payment of the return shipping fee to our Sydney warehouse. If the order has not yet left our warehouse, we can cancel it and provide a full refund. For such cases, please contact us at firstname.lastname@example.org or reply to your SurfPaints order email with the subject line "CANCEL ORDER."
While we have confidence in the quality of our SurfPaints products, we offer a hassle-free return process if you are not satisfied.
60-Day Free Returns Policy
You can return any online order within 60 days from the date of your online order email confirmation. To initiate a return, reply to your SurfPaints email with the order number and subject line "RETURN ORDER," or email email@example.com with your order number.
If you choose to return your purchase within 60 days, we will issue a refund for the full amount minus shipping fees. We appreciate your feedback and ask for a brief reason for the return to enhance our service and product quality.
Please note the following details regarding our 60-Day Free Returns Policy:
- When returning the order, you are responsible for shipping the product back to our Sydney warehouse. Ensure you choose a shipping method with tracking. The delivery address is
- Once we receive the product at our warehouse, we will initiate your refund. You will receive an email confirmation when the refund process begins.
- The refund will be issued using the same payment method you used for your SurfPaints online purchase. The timeframe for the refund to reflect in your account may vary, typically taking between 1-3 days on average.
Returned Due To Unsuccessful Delivery
In the event that a customer's package becomes undeliverable and is subsequently returned to our Australian facility due to non-collection or redirection issues, the customer will be eligible to receive a refund for the value of the product, with the deduction of associated shipping fees. This refund will be processed once the order is received back in our custody.
Kindly note that we are diligently following the protocols set forth by our shipping provider, Australia Post, with regard to shipment and return procedures. Should a customer's package be marked as "delivered" but has not been received yet, we recommend following the steps outlined below:
- Begin by checking the most recent status of the shipment using the provided tracking number.
- Ensure that you contact your local post office to inquire about the package's status before confirming that the items are indeed missing.
We await the resolution of a missing product prior to initiating a refund. We will only acknowledge items as missing once the following procedures have been carried out:
- Please send us an email with the subject line "Missing Order," indicating that the item has not yet been delivered. Attach proof that you have thoroughly searched around your premises to ensure it has not been left anywhere, along with a paper slip from your local post office confirming your communication with them. This documentation serves as evidence that you have taken all possible measures to locate the items, but they remain undiscovered.
If you continue to experience a lack of progress in locating the item, and there is no indication of its arrival, we will proceed to issue a refund in this particular scenario. We sincerely apologize for any inconvenience this situation may have caused and appreciate your understanding.
SurfPaints, CEO & Founder