SHIPPING & RETURNS / TERMS & CONDITIONS
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: 1–2 business days
- Standard: 2–4 business days
Other States:
- Express: 1–3 business days
- Standard: 3–10 business days
Delivery timeframes are estimates and may vary during peak periods.
Priority Express + Cover (Australia Only)
Our Priority Express + Cover upgrade includes priority handling, meaning your order is picked, packed, and dispatched ahead of standard and regular express orders.
This option also includes full coverage. If a parcel is confirmed lost after a postal investigation, Surfpaints will replace or refund 100% of the product and shipping cost.
Express Shipping Refund Policy
If a customer selects and pays for Express Shipping and:
- The order value is over $99, and
- The parcel does not arrive within the express timeframe (2–5 business days Australia / 4–7 business days International),
Surfpaints will refund the Express Shipping fee only upon request.
Important conditions:
- This applies to carrier delays only.
- Delays caused by incorrect address, failed delivery attempts, customs clearance, or customer availability are excluded.
- Product refunds are not issued for shipping delays unless the parcel is confirmed lost by the carrier.
International Shipping
- USA: Estimated delivery 7–11 business days
- New Zealand: Estimated delivery 3–5 business days
- Other regions: 6–12+ business days depending on local postal systems
Please note: Express international shipping is not available at this time.
International Pricing & Taxes
International pricing may be higher due to currency conversion, international shipping costs, customs handling, and return logistics.
Surfpaints is not responsible for taxes, duties, or import charges imposed by your country.
Returned Parcels Due to Customs or Import Charges (International Orders)
If an international order is returned to sender due to unpaid import taxes, duties, or failure to respond to customs clearance requests, the following applies:
- Shipping fees are non-refundable, including any shipping fee paid at checkout.
- Customers may choose to:
- Have the order re-sent using an alternative courier with taxes prepaid (additional payment required), or
- Receive a refund for the product value only, minus any shipping and handling costs, or
- Receive store credit for the product value (excluding shipping).
- For international returns caused by unpaid customs or import charges, a flat USD $50 processing and handling fee applies, minus any shipping fee already paid by the customer.
International customers are responsible for monitoring their tracking, responding to customs notifications, and contacting their local customs authority to arrange payment where required. Delays or returns caused by customs processes are outside Surfpaints’ control.
Order Tracking & Delivery Support
All orders are shipped with tracking. For the most up-to-date delivery information, please use our Track Order page.
If your order is still in transit, it is not eligible for cancellation or refund.
Order Cancellations
- Orders may be cancelled within 60 minutes of placement for a full refund.
- After 60 minutes, cancellation is only possible before dispatch (around 11:00 AM AEST, Monday to Friday).
- Once dispatched, orders cannot be cancelled. If a parcel is already packed or in transit, cancellation may be considered upon request, however shipping and return fees will apply.
Returns & Exchanges
Returns must be requested within the applicable return window after delivery.
- Customers must wait for approval and instructions before sending any items back
- Customers are responsible for return shipping costs, unless otherwise agreed
- Original shipping fees are non-refundable
Return requests should be submitted via our Return page to ensure faster processing.
Change of Mind Returns
- Items must be returned in reasonable condition
- Heavily used or depleted items may be assessed differently
- Returns without approval may be rejected
Faulty or Incorrect Products
If you receive a faulty or incorrect item, please submit a request via our Track Order page and include:
- A short description of the issue
- Clear photo or video evidence
Resolution Priority for Faulty Items
Where a product is deemed faulty, Surfpaints will determine the appropriate resolution at its discretion. Resolutions are provided in the following order of priority:
- Troubleshooting support
- Replacement of the affected item(s)
- Store credit
Refunds are not guaranteed and are only issued in limited circumstances where no other resolution is deemed suitable.
Unclaimed, Customs & Returned-to-Sender Parcels
If a parcel is returned due to:
- Incorrect or incomplete address
- Failure to collect
- Refusal or non-payment of customs or import charges
We may offer:
- A resend (additional shipping fees may apply), or
- Store credit for the product value, minus any shipping or return costs incurred
Customers are responsible for entering accurate delivery details at checkout.
Missing or Delayed Deliveries
If your order shows as delivered but you have not received it, please:
- Check your tracking and Journey tab
- Check with neighbours or building reception
- Contact your local post office or courier
If the parcel remains missing, report the issue via the Track Order page.
Postal investigations may take up to 10 business days. Refunds or replacements are only issued once an item is confirmed lost by the carrier.
Orders with Priority Express + Cover are eligible for full replacement or refund once declared lost.
30-Day Money-Back Guarantee
Surfpaints offers a 30-Day Money-Back Guarantee, calculated from the original order date.
Standard Eligibility (0–30 Days)
Customers may request a return for change of mind or dissatisfaction within 30 days of their order date, subject to approval.
Conditions:
- Return requests must be submitted within 30 days of the order date
- Items must be returned in reasonable condition
- Customers are responsible for return shipping costs
- Returned parcels must include valid tracking
- Refunds are processed within 2 business days after inspection at our warehouse
If shipping delays occur (for example, extended transit time), reasonable delivery time will be considered when assessing eligibility.
Extended Approval (31–45 Days – Manual Review Only)
Requests After 30 Days
Requests submitted after 30 days from the order date are not automatically eligible for refund.
In these cases, Surfpaints may offer a replacement or store credit at its discretion.
Refunds will not be issued for requests outside the 30-day window unless required under applicable consumer law.
For manual review:
- A clear explanation must be provided
- Photo evidence of product condition is required
- Return shipping remains the customer’s responsibility
Faulty Claims After 30 Days (Lifetime Warranty)
For claims submitted after 30 days from the order date:
- Customers are eligible for replacement or store credit only
- Refunds are not offered
- Proof of fault is required before any resolution is provided
Refund approval after 30 days is not guaranteed and is assessed case by case.
Returns Outside the Window (after 45 days)
Requests made after 45 days from the order date are not eligible for refunds.
In some cases, store credit may be offered at our discretion.
Store Credit Offer:
Earn up to 20% back in store credit on eligible purchases. Bulk/wholesale orders are eligible for a reduced rate, capped at 10% credit. Credit is issued after order is fulfilled and may be subject to additional conditions.”
General Conditions
- Orders in transit are not eligible for refunds or cancellations
- Refunds or replacements are only issued once eligibility is confirmed
- Items returned without approval may be rejected
