How do I know my surfboard or surf accessories have been shipped?
Surfboards: Once your surfboard is ready and packed you will receive a dispatch email to notify you that your surfboard is on its way to your selected delivery address. All surfboards are personally packed to our requirements and secured safely for safe transport to your doorstep. Your address is printed on the packaging and collected by our experienced couriers. The dispatch email will contain the full details of your order, where it is going to as well as the tracking number and a link to the carrier’s website.
Surf Accessories: Are sent prior to your Surfboard to ensure you are ready for when you board arrives. You will receive an email letting you know when your package has been sent along with a tracking number.
If you require assistance to track your order please call us on 07 5551 4195 or use our HELP button at the bottom right of your computer screen.
How will my order be shipped?
Once your surfboard order is confirmed by email it is processed by your selected shaper and reviewed. Once confirmed your order will go through each manufacturing stage (shaping, artwork, glassing, shipping dispatch etc). Once your order is ready to be shipped, your surfboard is packed in line with our strict packaging policy and picked up by our experienced courier drivers at Direct Freight. Your address is printed onto the packaging and collected from us personally by the carriers. We will email you a shipping confirmation email containing what you ordered, where it is going to as well as the tracking number and a link to the carrier’s site.
Is shipping FREE all the time?
No, shipping is not FREE all the time. FREE Shipping may become available from time to time during promotional periods. Shipping costs will be calculated and specified on the checkout page. For further information please contact us at [email protected] or use the HELP button at the bottom right of your screen. Shipping costs may change according to each order.
Can you deliver to my work address?
Yes, we can deliver to your place of work. Please ensure to include the Business Name and details in the shipping of your order so the delivery driver can find you easily.
Do you ship internationally?
We do offer an international shipping service. Please click the HELP button at the bottom right of your screen and advise our support team of your full delivery address details so we can provide a shipping quote.
Please include your:
International shipping can also be arranged by yourself. We recommend using DHL or UPS. You will be able to get regular updates on your board and when it is ready to be picked up you will be advised of the address and carton size. Our Safe Delivery Guarantee is not included for international shipping and we recommend you get shipping insurance when organising the pick up of your board. For further information please email [email protected].
What happens if my items gets lost or damaged in the mail?
The first thing to do is contact us to confirm where your order was sent and quote your tracking number from your dispatch email. If for any reason your surfboard gets damaged our safe delivery guarantee means you will be reimbursed with a new surfboard, sent back to you safely and as quick as possible. If your order is lost or damaged please contact us immediately on 07 5551 4195 or use our HELP button at the bottom right of your computer screen or email [email protected]
What happens if an item is missing from my order?
Sometimes, orders can be sent in multiple packages as they may have not fit in just one. Please contact our customer service team on [email protected] to check if this is the case. If in the rare chance we have missed an item off your order, we will arrange to have a replacement sent straight away.
What happens if I receive an incorrect item?
If you receive an incorrect item on your order, please contact our Customer Service Department straight away and we will arrange for the correct item to be sent to you. We will also reimburse you for return postage of the incorrect item. contact us immediately on 07 5551 4195 or use our HELP button at the bottom right of your computer screen or email [email protected]
Do you deliver to PO Box Address?
We cannot deliver to your Po Box Address in Australia. You will be notified prior to your surfboard being shipped with a tracking number, please ensure you are home or at work to receive your delivery.
How do I return something I buy on Boardcave?
Boardcave reserves the right to vary from this policy on a case by case basis. Warranty claims with Surf Hardware (Fins, Leg Ropes Etc.) needs to be filed directly with the manufacturer of the product. To return a product you need a return merchandise authorisation (RMA) number before sending the product back to Boardcave. An RMA can be obtained by contacting Boardcave via email ([email protected]). All refunds are subject to product inspection upon return. A refund will be processed after the product has been inspected.
Surfboards: All surfboards are manufactured specifically for the individual customer. Therefore, all sales are final. Any manufacturing defaults need to be taken up with the surfboard manufacturer. Boardcave.com will do everything in its power to help its customers with product issues. Please [email protected] with any issues.
Clothing and Surf Accessory Returns: Boardcave will cover the cost to resend the surf hardware once it has been returned by the customer at their own cost. The new product will be sent out as soon as the returned product has been inspected upon return. Please email us as at [email protected] to obtain an RMA or for any other questions.
In the case of an incorrect item being shipped out, or the product has been damaged in transit please email [email protected] to obtain an RMA.
Please send returns to:
Unit 2/25 Lemana Lane
Phone: 07 5551 4195