PRIVACY POLICY
1. WHAT DO WE DO WITH YOUR INFORMATION?
When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address. When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system.
Email marketing (if applicable):
With your permission, we may send you emails about our store, new products and other updates.
2. CONSENT
How do you get my consent?
When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only.If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no.
How do I withdraw my consent?
If after you opt-in, you change your mind, you may withdraw your consent for us to contact you, for the continued collection, use or disclosure of your information, at anytime, by contacting us at info@haydenshapes.com or mailing us at:
Haydenshapes
122B Arena St
El Segundo, CA, US 90245
3. DISCLOSURE
We may disclose your personal information if we are required by law to do so or if you violate our Terms of Service.
4. SHOPIFY
Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you. Your data is stored through Shopify’s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall.
Payment:
If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted. All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers. For more insight, you may also want to read Shopify’s Terms of Service here or Privacy Statement here.
5. THIRD-PARTY SERVICES
In general, the third-party providers used by us will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us. However, certain third-party service providers, such as payment gateways and other payment transaction processors, have their own privacy policies in respect to the information we are required to provide to them for your purchase-related transactions. For these providers, we recommend that you read their privacy policies so you can understand the manner in which your personal information will be handled by these providers. In particular, remember that certain providers may be located in or have facilities that are located a different jurisdiction than either you or us. So if you elect to proceed with a transaction that involves the services of a third-party service provider, then your information may become subject to the laws of the jurisdiction(s) in which that service provider or its facilities are located.
As an example, if you are located in Canada and your transaction is processed by a payment gateway located in the United States, then your personal information used in completing that transaction may be subject to disclosure under United States legislation, including the Patriot Act. Once you leave our store’s website or are redirected to a third-party website or application, you are no longer governed by this Privacy Policy or our website’s Terms of Service.
Links:
When you click on links on our store, they may direct you away from our site. We are not responsible for the privacy practices of other sites and encourage you to read their privacy statements.
6. SECURITY
To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed. If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.
7. COOKIES
Here is a list of cookies that we use. We’ve listed them here so you that you can choose if you want to opt-out of cookies or not.
_session_id, unique token, sessional, Allows Shopify to store information about your session (referrer, landing page, etc).
_shopify_visit, no data held, Persistent for 30 minutes from the last visit, Used by our website provider’s internal stats tracker to record the number of visits
_shopify_uniq, no data held, expires midnight (relative to the visitor) of the next day, Counts the number of visits to a store by a single customer.
cart, unique token, persistent for 2 weeks, Stores information about the contents of your cart.
_secure_session_id, unique token, sessional
storefront_digest, unique token, indefinite If the shop has a password, this is used to determine if the current visitor has access.
8. AGE OF CONSENT
By using this site, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.
9. CHANGES TO THIS PRIVACY POLICY
We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it. If our store is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to sell products to you.
QUESTIONS AND CONTACT INFORMATION
If you would like to: access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information contact our Privacy Compliance Officer at info@haydenshapes.com or by mail at:
Haydenshapes
[Re: Privacy Compliance Officer]
122B Arena St,
El Segundo, CA, US 90245
Frequently asked questions
1. What are the estimated delivery times?
Delivery times vary depending on location and order type. Higher volumes of orders are being processed. Please note the following estimated timelines:
Ready to Ship Boards
Estimated dispatch between 2 - 6 weeks
Black Friday Made-to-Order Collection
- Estimated delivery: March - April.
- Custom boards are crafted to your specifications, which requires time. We appreciate your patience, as these boards are built exactly to your design.
HS Studio Custom Boards
- Tailored and handcrafted to your specifications, so production time varies. Thank you for your patience as we build your custom board exactly to your design.
- 10-12 weeks
Wetsuits
- Australia 2 - 3 weeks
- International: 2-7 business days
Clothing
- Australia: Dispatched from our warehouse between 4 - 5 business days
- International: 2-7 business days
2. Can I ship to a PO Box? Surfboards cannot be shipped to PO Boxes. Additionally, if you are using a third-party address, Haydenshapes must verify it.
3. What if I miss my delivery? Please ensure someone is available at your delivery address. The customer is responsible for any re-delivery costs if a delivery is missed.
Shipping costs depend on the product type and delivery location:
Surfboards
- Pick-up in Mona Vale NSW: Free
- Australia-wide: from $59 to $149 - NSW, VIC, QLD, SA, TAS: $59 *excludes N.T*/ W.A $149
- New Zealand: from $249
Hardware & Accessories
Mona Vale NSW pick-up: Free
Orders under $100: $10 (Australia)
Orders over $100: Free (Australia)
- Clothing
- Orders under $200: $15 (Australia)
- Orders over $200: Free (Australia)
- Orders under $200: $20 (New Zealand)
- Orders over $200: Free (New Zealand)
4. Can I return a surfboard?
Custom and made-to-order surfboards, limited editions, and sale boards are not eligible for returns. Other surfboards can be returned within 7 days, with a 15% or $150 restocking fee, whichever is greater.
5. What is the return policy for clothing, hardware, and accessories?
Haydenshapes accepts returns on full-priced items within 30 days, provided they are in original condition with tags attached. Sale items and items purchased with a discount code are not eligible for return.
6. Do you offer exchanges?
Size exchanges are available for wetsuits (provided they haven’t been used in water). Clothing exchanges are offered to customers in Australia and New Zealand only and are limited to size changes on the same item.
7. How do I report damaged or incorrect items?
If you receive a damaged or incorrect item, please contact Haydenshapes within 24 hours via email or through our customer service form here.
8. Do I need to cover return shipping?
Yes, customers are responsible for return shipping costs. Shipping fees are non-refundable.
1. Are there warranties on Haydenshapes products?
Our wetsuits come with a limited 1-year warranty covering workmanship and materials. If the product is found defective under normal use, Haydenshapes may repair or replace it.
2. How do I choose the right surfboard size?
Our team is available to help you find the best surfboard based on your skill level and surfing goals. Feel free to reach out for personalized recommendations.
3. Can I request custom surfboard artwork?Yes, custom artwork is available through our HS Studio service. Please note that custom orders cannot be cancelled or returned once placed.
1. Can I change my order after it’s been placed?
Due to fast processing times, changes to orders may not be possible. Contact us immediately, and we’ll do our best to assist. If your order has already shipped, you will need to contact the carrier directly to make any address changes.
2. What payment methods are accepted?
We accept major credit cards, PayPal, and various international payment methods. If you need help with payment, please reach out to our team.
3. Will I have to pay import duties or taxes for international orders?
For international orders, the recipient is responsible for any duties or taxes applied at import. Please contact us before ordering if you’d like an estimate.
4. Can I use a discount code on sale items at Haydenshapes? Typically, discount codes cannot be used in combination with existing sales or discounts at Haydenshapes. Sale items are usually excluded from the use of additional promo codes.
5. Why isn't my discount code working on Haydenshapes products?
Your discount code might not be working for several reasons:
- The code may have expired.
- The code is not valid on the specific product you're trying to purchase (e.g., custom boards or exclusive collections).
- The code is only valid on full-priced items and not on sale or discounted products.
- The code might require a minimum purchase amount, which hasn’t been met.
5. Why isn't my discount code working on Haydenshapes products?
Your discount code might not be working for several reasons:
- The code may have expired.
- The code is not valid on the specific product you're trying to purchase (e.g., custom boards or exclusive collections).
- The code is only valid on full-priced items and not on sale or discounted products.
- The code might require a minimum purchase amount, which hasn’t been met.
6. What should I do if I have issues with a discount code on Haydenshapes?
If you're experiencing issues with a discount code, such as it not being applied correctly or not working at checkout, contact Haydenshapes customer support. Where we can help troubleshoot the issue, confirm if the code is valid, and assist with any problems related to the code.
