FAQ

  • Billing and Payments

  • Is there a maximum amount of gift cards I can apply to an order?

    You can apply as many gift cards as you want to a single order. If you need a hand to apply multiple gift cards just get in touch with us and we will help you process your request.

  • Can Gift Cards and Discount Codes be applied to the same order?

    Yes you can apply gift cards, and a single discount code to orders even if using a buy-now-pay-later payment option.

  • Why does Afterpay say my order limit is too high?

    There are a few reasons why Afterpay may say your order limit is too high

    • there may be insufficient funds on your payment card to process the first 25% payment
    • you may be a new customer with a $500 limit
    • the amount you have outstanding with other open orders may be too high
    • Please contact Afterpay if you are having further issues with your account. We are unable to access this information for you
  • How often are repayments on Zippay and Zipmoney?

    Zip offers two payment solutions, each have different repayment fees. Zippay is suitable for purchases under $1000, and Zipmoney is best for purchases over $1000.
    For a detailed breakdown of fees with Zip please refer to their website for an updated breakdown. Payments are interest free so long as the amount is paid off in the agreed time.

  • How often are repayments on Afterpay?

    You pay 25% of the total amount on the day of purchase. Every fortnight after the sale you pay an additional 25%. The amount must be paid off over 8 weeks.

  • What is the maximum amount I can purchase using Afterpay or Zip?

    Customers can spend up to the following amount through our buy-now-pay-later providers:

    Afterpay has a limit of $2000 with a first time Afterpay customers limited to $500. Aftepay have a Variable Payment option which allows you to pay more of the upfront amount if the total is higher than your accounts limit.

    Zippay has a limit of $1000 and Zipmoney up to $5000.

    Customers applying for either service may be subjected to a credit check.

  • Do you offer interest free finance?

    Yes, we do! Zip and Afterpay both offer 0% interest for Haydenshapes customers when repayments are made on time.

  • How do I pay for my order?

    We accept Mastercard, VISA, Amex, PayPal, Afterpay or Zipmoney. We accept cash in store and can also process payments over the phone if you need a hand with sizing before completing your order

  • How do I use Zip and Afterpay?

    Simply select Zipmoney or Afterpay during checkout to apply, you will receive an answer straight away and you’ll be able to complete your purchase when your account is approved.

  • Warranty

  • Do Surfboards come with Warranty?

    Surfboards aren’t covered under warranty due to the nature of the product and the unpredictable environment they’re used in but are covered for manufacturing errors. For any issues with your surfboard please contact our team and we’ll be able to determine if the damage or defect is due to manufacturing or if it’s caused by user damage.

  • Warranty on Hardware/ Soft Goods

    Products, excluding surfboards, are covered under normal manufacturer warranty. For any product enquiries or claims please our customer service team to get you back up and running as quickly as possible.

  • Surfboard Insurance

  • Do you offer Surfboard Insurance?

    We offer Surfboard insurance to selected states within the USA. The insurance is provided through an external company, Surfcare. Any surfboard that is 30 days or less old can be insured.

  • How do I get Surfboard Insurance?

    To purchase insurance simply contact our sales team or call our El Segundo showroom to add surfboard insurance to your order. (310) 648-8546

    Surfcare Protection Plans start at just $79 and are currently only available to selected states in USA.

  • COVID-19

  • What steps are you taking to protect from COVID-19?

    Our custom surfboards are made in Australia and we have made sure all recommended procedures are implemented within our factory and warehouse while continuing production without delays. The factory is being cleaned regularly and we take the health advice from the government very seriously.

    We are constantly changing our procedures as new developments arise. Some of our staff members are working from home when required and we are constantly practising social distancing.

  • Are your showrooms open?

    At this point in time our showrooms are open in both Mona Vale and El Segundo. Please get in touch with our team to arrange collection of your surfboard prior to arriving to prevent overcrowding in the stores. You may be required to wait in your vehicle to follow social distancing guidelines.

  • Returns and Exchanges

  • What is your returns policy?

    We accept returns on hardware and soft goods that are unused and in the original packaging. Return shipping is the buyers responsibility. Once we have received the goods in and examined their condition we will process the refund.

    We don’t accept returns on Surfboards and HSSTUDiO custom orders. We understand that you may have ordered the incorrect size or model for your preferences so we have set up an Exchange program to ensure that everyone is surfing the correct board that is right for them and the conditions you’re surfing. Read our “Wrong Size, Just Exchange it” program below.

    We don’t accept returns or exchanges on HSOutlet Factory second surfboards or items on sale. These sales are final.

    We are not able to offer refunds to Gift Cards

  • What is your exchange policy?

    We offer exchanges on full priced surfboards if you feel you have ordered the incorrect item. A restocking fee of $150 applies to all surfboards. You have 14 days to exchange your surfboard from the date you receive it.

    We offer exchanges on all hardware and soft goods. No restocking fee applies to these items. You have 14 days to exchange hardware and soft goods from the day you receive them.

    To process an exchange please contact our customer service team

  • How does Wrong Size? Just Exchange it work?

    Wrong Size, Just Exchange it was put in place to ensure we get you on the correct surfboard. If you want to exchange it to another size, artwork, model or fin system we can help you out even if you have waxed it up and used your new surfboard.

    You have 14 days from the date you receive your surfboard to process an exchange to another surfboard. Providing there is no damage to the surfboard we will happily swap it over to another board of choice.

    A restocking fee of $150 is charged for each surfboard exchanged. This will be charged to you when you process the exchange with us. You will be able to use the original order value total towards a new surfboard. Additional charges may incur if your new surfboard has a higher value.

    Return shipping is the buyers responsibility. Please retain all packaging to ship the board back to us. We can arrange the return shipping for you on your behalf if required.

    You are also welcome to drop the surfboard back to either of our retail locations.

  • How long does it take to receive my refund?

    Your refund will be issued once your return has arrived in our warehouse. It can take 3-5 business days for the refund to be reflected on your method of payment.

  • HSSTUDiO

  • What models can I customise online?

    HSSTUDiO allows customisation for all made-to-order Haydenshapes models across the range. Haydenshapes doesn’t accept customer-submitted designs or artworks for customisation.

  • What parts of the surfboard can I customise?

    Haydenshapes allows customers to select personalized dimensions for length, width and thickness, however we have set certain limitations in place across each area to ensure that the performance and function of the final surfboard design is not jeopardized. HSSTUDiO allows customers to select artworks, colours, logos and fin setups based on the available Haydenshapes style palette, which will be regularly updated. Certain artworks are limited to certain technologies based on Haydenshapes brand aesthetic and our aim to produce a beautiful product.

  • How do I customise HSSTUDiO Surfboards online?

    Once you select a board model, follow the steps in the HSSTUDiO designer. As you select different options, the image of the product in the center will update accordingly.

    STEPS:

    • Materials (technology)
    • Dimensions (length, width, thickness)
    • Fins (fin setup, type, colour)
    • Artwork (Haydenshapes Style Palette)
    • Logo (logo type and placement)
    • Finish (board polish options)
  • Can I put my name on the board?

    Yes. Names and nicknames can be added to the board where the size and dimensions are located along the bottom center, around the fin area. These are handwritten along with the board dimensions. You can find this option by selecting DIMENSIONS > ABOUT YOU > CUSTOMISED NAME ON BOARD. There are name length limitations – 12 characters max. Each board comes with a unique product code, also written on the board, so that we are able to track your product in production.

  • How long does it take to build a custom?

    Currently custom surfboards are taking 10-14 weeks to complete due to the increased demand and material shortages. Orders may take a few weeks to start based on the amount of orders already in the queue. Please keep in mind that surfboards are all hand made and times will vary based on a number of factors so please be patient. We want to get your board to you as quickly as possible but we won’t sacrifice the quality of your board to speed it up. Good things take time!

  • Can I cancel or return a HSSTUDiO order?

    Unfortunately no. All sales through the HSSTUDiO are made-to-order specific to you, therefore are final and non refundable. If the board you have purchased is incorrect or you find that it’s not suitable after the first surf then you can exchange it using our Wrong Size, Just Exchange it policy. This will allow you to swap your board to a new board within 14 days of receiving it. Please read the terms and conditions when exchanging.

  • Where are HSSTUDiO Surfboards made?

    All HSSTUDiO surfboards are made in our Mona Vale Custom Surfboard Factory in Australia. If you live in the area you’re more than welcome to come check it out.

  • Made to Order Surfboards

  • What is a Made to Order Surfboard?

    Boards that are out of stock will be labelled as Made to Order on the product page. You can still purchase a stock board when it is sold out and we will allocate the next one in production to you. If a board is not in production we will enter it in production. Normal manufacturing wait times apply.

  • How do I know if a board is made to order?

    Boards will be labelled Made to Order next to the surfboard variant size on the product page. When you select a product it will also show in the checkout, cart and on your order confirmation. If you are unsure please get in touch with us and we’ll be able to sort it out for you.

  • How long do Made to Order Surfboards take to make?

    A made to order surfboard may already be in production so it can take a few days if the one you purchase is nearly completed. We will allocate the next board in production to you. If a board is not in production that matches your order it will be entered and will take 6-8 weeks to make once production has started.

  • Where are custom surfboards made?

    All made to order surfboards are made in our Mona Vale Custom Surfboard Factory in Australia. If you live in the area you’re more than welcome to come check it out.

  • Tracking your Custom Surfboard

  • Can I track my custom surfboard through production?

    Yes! You can track the movement of your surfboard through our Mona Vale factory at each key step.

    Visit the following link and enter your order details to track your order. If you’re having trouble loading your order please get in touch with us.

  • There are no movements on the tracker?

    All custom surfboards can take a week or two before the tracker starts to work as your order will be sitting in a queue before it’s started. As soon as it has your surfboard blank has been cut you will start to see progress on the tracker.

  • The details on the tracker seem to be incorrect?

    If you see details on the tracker that are incorrect please get in touch with us immediately to rectify your order.

  • Local Pickup

  • Can I collect my order from you?

    Yes! Orders can be collected from our Mona Vale or El Segundo Showroom.

    If your item is in stock it will be ready within an hour after placing your order online.

    If you’ve ordered a custom surfboard we will get in touch with you when your surfboard is ready.

  • Shipping

  • How long does shipping take? (Australia)

    Surfboard Shipping is 1-5 Business days

  • How much is shipping? (Australia)

    Surfboards

    AUS - Shipping from $39

    NZ - Shipping from $149

    Hardware and Soft Goods

    AUS - Shipping from $10 (Free over $100)

    NZ - Shipping from $39

  • How long does shipping take? (USA)

    Surfboard Shipping is 1-5 Business days

  • How much is shipping? (Australia)

    Surfboards (Shipping calculated at checkout based on your location)

    USA - Shipping from $69.99

    Global - Shipping from $99

    Hardware and Soft Goods (Shipping calculated at checkout based on your location)

    USA - Shipping from $9.99 (Free over $100)

    Global - Shipping from $99

  • Is there Insurance with Shipping?

    All global shipments are covered with free shipping insurance. If something goes wrong with your shipment get in touch with us straight away and we’ll be able to sort it out for you.

  • Will I receive tracking with my delivery?

    All shipments will receive detailed tracking information. You will receive all shipping details in a confirmation email immediately after we ship your order.

  • Sales Tax/ Import Tax

  • Do you charge sales tax?

    For orders placed within Australia and New Zealand, 10% (GST) is automatically included in the items' price. You will not see any additional tax added to your checkout total.

    For orders placed within the state of California, sales tax will be calculated and added to your total while in checkout. If you are purchasing a board from a state outside of California and having it delivered, you will not be charged any sales tax.

    For all international orders, sales tax will not be charged during checkout; however, you will be responsible for import duties and taxes upon the board's delivery. Please check with the government of the destination for information on import duties and taxes.

  • Surfboard Repairs

  • I’ve damaged my surfboard. What can I do?

    You can contact us anytime to talk through the options regarding your damaged surfboard. Some repairs are easier than others. We’ll be able to point you in the right direction.

    Stop surfing on your damaged board to prevent damaging it further and to prevent water entering.

  • Who can repair my surfboard?

    We can repair your surfboard for you if you’re near either of our showrooms. Otherwise most surfboard shops will be able to point you in the right direction. We can help you find a surfboard repairer if you aren’t sure where to start.

    Ensure the person repairing your surfboard is aware of the surfboard construction before proceeding. Epoxy and PU surfboards require different materials when repairing.

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