Welcome to Surfboards Supply, where we’re committed to getting your water sports gear to you quickly and ensuring you’re completely stoked with your purchase. Below you’ll find all the details about our shipping options and straightforward returns process.

Shipping Information

Order Processing

We process all orders within 1-2 business days of receiving your payment. You’ll receive a confirmation email with tracking information once your order ships.

Shipping Options

We offer two shipping methods to get your gear to you:

  • Standard Shipping:
    • Carrier: DHL or FedEx
    • Delivery Time: 10-15 business days after dispatch
    • Cost: £12.95
  • Free Shipping:
    • Carrier: EMS
    • Delivery Time: 15-25 business days after dispatch
    • Available for orders over £50

Note: We currently ship worldwide, excluding some Asian countries and remote locations. Delivery times may vary depending on customs clearance in your country.

Returns & Exchanges

We want you to be 100% satisfied with your SUPs, wetsuits, or diving equipment. If something isn’t right, here’s how our returns process works:

Our Return Policy

You may return most items within 15 days of delivery for a refund or exchange. To be eligible for return:

  • Items must be unused and in the same condition as received
  • Original packaging must be intact (especially important for fragile items like longboards)
  • Proof of purchase is required

Non-Returnable Items

For safety and hygiene reasons, we cannot accept returns on:

  • Used diving masks and snorkels
  • Opened packages of diving fins (flippers)
  • Personalized or custom-made items from our Bamboo Series

How to Initiate a Return

  1. Contact Us: Email [email protected] with your order number and reason for return (see template below)
  2. Wait for Approval: Our team will review your request within 2 business days
  3. Package Your Item: Once approved, securely pack the item in its original packaging
  4. Ship It Back: Send the package to our warehouse (return shipping is at customer’s expense):
    Surfboards Supply Returns
    38 S Ward Rd
    Dundee, GB DD1H 6CG
  5. Confirmation: We’ll email you once we receive and inspect your return

Return Request Template

Subject: Return Request – Order #[Your Order Number]

Email Body:
Dear Surfboards Supply Team,

I would like to request a return/exchange for my recent order #[Your Order Number].

The item(s) I wish to return are: [Product Name] – [Size/Color if applicable]

Reason for return: [Please specify – wrong size, defective item, changed mind, etc.]

I understand that I am responsible for return shipping costs unless the item is defective or incorrect.

Please advise next steps at your earliest convenience.

Best regards,
[Your Full Name]
[Your Contact Number]

Refund Process

Once your return is received and inspected (typically within 5 business days of arrival at our warehouse):

  • We’ll process your refund to the original payment method
  • Credit card/PayPal refunds typically appear within 3-5 business days after processing
  • You’ll receive an email confirmation when your refund is issued

Exchanges

For size exchanges on wetsuits or product exchanges:

  • Follow the same return process above
  • Clearly state in your email that you’d like an exchange and specify the replacement item
  • We’ll ship the new item once the original is received (additional shipping charges may apply)

Damaged or Defective Items

If your surfboard, bodyboard, or diving gear arrives damaged:

  • Contact us within 48 hours of delivery
  • Include photos of the damage and packaging
  • We’ll arrange a replacement or refund and cover return shipping costs

For any questions about our shipping or returns policy, don’t hesitate to contact our customer service team at [email protected]. We’re always happy to help fellow water sports enthusiasts!

The Surfboards Supply Team
Riding the waves of customer satisfaction since day one