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SHIPPING & RETURNS

PROCESSING TIMES 

Surfboards

  • Orders for in stock surfboards will process within 2 business days. 
  • Pre-Orders and HSSTUDiO Custom orders are processed immediately, but will not dispatch until manufacturing completes. Pre-Orders and HSSTUDiO boards share the same manufacturing time. See current manufacturing time here.
  • Orders shipping with Delta Cargo take longer to process. Shipping with Delta Cargo can add up to 2 weeks to an orders processing time. 

Hardware and Accessories

  • Hardware and Accessory orders will ship within 2 business days.
  • Hardware and Accessories ordered with a surfboard will ship at the same time as the surfboard in the same box.

Clothing

  • Clothing in stock will ship within 2 business days.
  • Clothing available for pre-order will ship when advertised. After placing a a preorder for clothing we will reach out confirming the expected shipment date.

SHIPPING TIMES

Surfboards

  • 1-5 Business Days (US Ground Shipping)
  • 1-5 Business Days (US Zone 2 - Hawaii, Puerto Rico, Alaska)
  • 2-7 Business Days (International)

Hardware and Accessories

  • 3-7 Business Days (US Ground Shipping)
  • 3-7 Business Days (US Zone 2 - Hawaii, Puerto Rico, Alaska)
  • 7-10 Business Days (International)

Clothing

  • 3-7 Business Days (US Ground Shipping)
  • 3-7 Business Days (US Zone 2 - Hawaii, Puerto Rico, Alaska)
  • 7-10 Business Days (International)

SHIPPING COSTS

Surfboards*

  • Pick Up in Oceanside, CA – Free
  • US – From $39.99 (final charge calculated at checkout)
  • Pick Up at Airport (US Zone 2 - Hawaii, Puerto Rico, Alaska) - From $69.99 (final charge calculated at checkout)
  • US Zone 2 - Hawaii, Puerto Rico, Alaska – From $149 (final charge calculated at checkout)
  • International – From $149 (final charge calculated at checkout)

*If multiple surfboards are purchased, additional shipping costs apply (final charge calculated at checkout).

Hardware & Accessories

  • Pick Up in Oceanside, CA – Free
  • US – $10
  • US Zone 2 - Hawaii, Puerto Rico, Alaska – $10
  • International – From $99 (final charge calculated at checkout)

Clothing

  • US – Clothing orders under $100 – $25
  • US – Clothing orders over $100 – Free
  • Hawaii – From $20 (final charge calculated at checkout)
  • International – From $25 (final charge calculated at checkout)

SHIPPING: ADDITIONAL INFORMATION

Pick Up

Once you've completed your purchase, you'll receive an email saying we've received your pick up order. Orders will usually be ready the next business day. 

When your order is ready for collection, you will be notified by our Customer Service team to organise a pick up time between the hours of 11am - 4pm, Monday to Friday. 

Third Party Addresses

We do not ship to third party addresses unless that address is known and can be verified by Haydenshapes. 

Changes To Order

Due to the fast turnaround time for our orders, we cannot guarantee that the address can be updated. Please contact our Customer Service team here and we will do our best to assist you.

If your order has already been shipped, please contact the carrier to update your address.

Customs/ Import Duties & Taxes

For international orders, any duties and taxes owed at the time of import will be payable by the recipient. As duties and taxes vary based on the value of goods and receiving country, estimated duties and taxes amount can only be made available to the customer when inquired prior to ordering.

Delivery Attempts

Customers are responsible for paying any freight charges incurred by refused shipment and unclaimed goods. Haydenshapes will make every effort to deliver on time. However, we shall not be held liable for delay or lost shipment.

Customers are responsible to have someone at the delivery address to accept the delivery. Any delivery requests must be made prior to the shipment of the order. Cost for re-delivery attempts will be passed to the customers if the delivery address is unattended at the time of delivery.  

 

RETURNS & REFUNDS

Surfboards

Please select carefully at the time when you place your order. There are no returns or cancellations on custom ordered surfboards. This includes sale/ reduced surfboards, limited edition artwork models, HSSTUDiO custom surfboards and made to order surfboards. Return for other products for refund will only be accepted within 7 days of you receiving the goods. A restocking fee of 15% (or $150 whichever is greater) of the purchase price will be deducted. Returned goods must be in its original condition and include all the original packaging.

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

Shipping and handling cost are not refundable. This return for refund policy is applicable for change of mind, and lack of expertise for use of product. You must pay all cost associated with the return shipping. Any incorrect, missing or damaged items received must be reported to Haydenshapes within 24 hours of delivery. This can only be done by E-mail. If item(s) received is not what was ordered please do not open the sealed package in which it was sent. Any attempt to use the incorrect item will be deemed to be acceptance by the customer of the item(s) as a satisfactory substitute for the one that was ordered and no further claim can be raised thereafter. Haydenshapes owns the title of any extra goods shipped with your order that have been despatched in error. 

There will be no credit given on order price difference, due to price drops. 

Please retain all original packaging in case of a return or damage in transit, so that the carrier will be able to inspect any damage incurred and return damaged item to Haydenshapes.

Wetsuits

Limited 1-year (from date of original purchase) warranty on workmanship and materials. Under the above guidelines Haydenshapes will repair or replace (at our option) this garment if found under normal use and proper care to be defective. Repairs must be returned clean and dry to the Haydenshapes dealer from which it was purchased. 

We will happily exchange if you require a different size (however, please double check our size guide for an accurate fit). You will be responsible for shipping costs back to our warehouse for any exchange. If a wetsuit has been used in water, we will not exchange or replace.  

Please retain all original packaging in case of a return or damage in transit, so that the carrier will be able to inspect any damage incurred and return damaged item to Haydenshapes. 

Clothing, Hardware & Accessories

Haydenshapes offers 30 day returns for full priced items (clothing, hardware & accessories only) from the date of purchase for a refund or credit note (valid for 6 months from issue date).

• Returned items must be in their original condition, unworn and with all tags still attached
• Haydenshapes do not offer exchanges, refunds or credit notes on sale items or items purchased with a discount code (excluding the 10% newsletter discount)
• Shipping and handling costs are not refundable

Exchanges: At this stage, we are only able to offer exchanges to Australia & New Zealand customers.

Haydenshapes reserves the right to reject items that do not comply with the above requirements. 

A refund may be provided in the case of a damaged or faulty item. Goods are inspected before packaging to ensure they are in excellent condition. Products are packaged carefully to ensure a minimal chance of damage during transit. If you receive a damaged or defective item please contact Haydenshapes within 30 days of purchase to be eligible for an exchange or a refund.

Please retain all original packaging in case of a return or damage in transit, so that the carrier will be able to inspect any damage incurred and return damaged item to Haydenshapes.

Click here to download the Haydenshapes Returns Form.

Post your items and return form to your nearest location below:


Australia:
Haydenshapes Returns
5-7 Tengah Crescent
Mona Vale NSW 2103
Australia

United States:
Haydenshapes Returns
3204 Production Ave Unit E&F
Oceanside, CA 92058
United States

SHIPPING

Orders with standard shipping wbe processed within 2 days. Shipping times vary based on the delivery destination.

- Domestic Shipping 1 - 5 days

- International Shipping 5 - 10 days

Orders shipping via Airport Cargo can take up to two weeks to process. Once the order is processed and with the airlines, shipping will take 1 -3 days.

Yes! Our warehouse is open weekdays From 10am - 5pm. You will receive a notification once your order is ready for pickup. Please reach out before visiting to ensure the warehouse is open and your board is ready for pickup.

3204 Production Ave Unit F, Oceanside, CA 92058

(760) 696-3240

You can choose to "pickup" while in checkout.

Pick up in Oceanside, CA – Free

- USA - From $89.99

- USA West Coast (California, Oregon, Washington) - From 49.99

- Hawaii – From $89.99 (final charge calculated at checkout)

- International – From $199 (final charge calculated at checkout)

*If multiple surfboards are purchased, additional shipping costs apply (final charge calculated at checkout).

- Pick up in Oceanside, CA – Free

- USA – Orders under $100 – $10

- USA – Orders over $100 – Free

- International – Calculated in checkout. Reach out to info@haydenshapes.com with your address and desired order for the best possible shipping rate.

All shipments are covered. If your order is damaged or goes missing while in transit we will replace your order. If your shipment is damaged please contact us within 48 hours from delivery. Otherwise, we will not be able to guarantee replacement.

Once your order has been shipped, an email will be sent with your tracking information. Please allow 24-48 hours for tracking to register and activate in the system. 

All international are subject to import duties and taxes. Unless a tax payment was made while in checkout, it is the customers responsibility to pay import duties and taxes upon the orders delivery. This payment goes directly to the local government.

Haydenshapes are not responsible for and will not reimburse any duties, customs charges or fees.

Any costs associated with the refusal of a package or payment of customs fee will be the customers burden.

RETURNS

We do not accept returns on custom surfboards. Customs surfboards are uniquely tailored to each customer and for that reason ineligible for return.

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

We will accept a return on stock surfboards, but the shipping fees associated with the order will not be refunded.

Clothing, Accessories & Hardware

Haydenshapes offers 30 day returns for full priced items from the date of purchase for a refund or credit note. 

Returned items must be in their original condition, unworn and with all tags still attached

Haydenshapes do not offer exchanges, refunds or credit notes on sale items or items purchased with a discount code (excluding the 10% newsletter discount). 

Haydenshapes reserves the right to reject items that do not comply with the above requirements. 

Gift Cards

We are not able to offer refunds or credit notes to Gift Cards.

Customers are responsible for all shipping costs on returned goods except in the case of faulty or incorrect items.

All items are shipped in a recyclable box and reusable mailer which can be re-used to return your items. 

To create a return, please follow the below steps.

1. Check that the items meet the Haydenshapes return requirements

2. Fill in the returns form. Please click here to download the Haydenshapes returns form. Click here to download the Haydenshapes exchange form.

3. Post your items with the return form to your nearest location below:

Australia:
Haydenshapes Returns
5-7 Tengah Crescent
Mona Vale NSW 2103
Australia

United States:
Haydenshapes Returns
3204 Production Ave Unit E&F
Oceanside, CA 92058
United States

We recommend you use a trackable & registered method of return so your parcel is not lost in transit. Haydenshapes cannot be held responsible in the event of loss, theft or damage of the parcel.

If you received an item that you did not order, please contact our Customer Service team here to help resolve this as quickly as possible.

Once Haydenshapes receives your return, we will send you an email to let you know that it has arrived with us. We will aim to review and process your return within 5 business days, given that it meets our return requirements.

WARRANTY & INSURANCE

All surfboards are sold with a manufacturing warranty. You must be able to provide proof of purchase for eligibility. If you think your board was made faulty 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. If your board is covered by warranty we will send a replacement.

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.

HSSTUDIO CUSTOM BOARDS

HSSTUDiO is our virtual surfboard designing tool. You can choose any one of our models and choose your own size, fin setup, artwork, logos, and other specifications. Once an order is submitted we will get to work on your custom surfboard immediately.

Check it out HSSTUDiO here!

Yes! You can track the movement of your surfboard through our factory

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.

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.

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

Manufacturing times vary. See the current manufacturing time here.

All Stock and Custom surfboards are made in Thailand.

PRE-ORDER / MADE TO ORDER SURFBOARDS

Boards that are out of stock will be labelled as "Made to Order" or "Pre-order" on the product page. You can purchase a stock board that 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 into production. The current HSSTUDiO manufacturing wait times will apply to boards not already in production. See the current wait time here.

If you have any questions about a board wait time or availability please get in touch.