Shopping F.A.Q's | Yugen Surfboards

Updated 24/11/2020.

SHIPPING | TRACKING INFORMATION

All orders will receive a tracking code in their provided email account once the goods have been dispatched. The tracking information can take a few hours to update once it has been collected by the courier.

How long will it take until my order is shipped?

All in-stock items will be dispatched within 24-48 hours. For custom boards, these will be shipped within 3-4 weeks. For all orders, you’ll receive a confirmation e-mail from [email protected] with a summary of your order.

How can I track my order?

You will be able to track your order through the shipping notification email. If you have not received this email please get in touch with us at [email protected] and we will be able to provide you with all of the relevant tracking information

Can I collect my item from a store?

No, but you can come to the factory by appointment or go to Aloha Manly style to check our stock boards.

For an appointment at the factory, contact us.

Aloha Manlu Style, 44 Pittwater Rd, Manly NSW 2095.

Do you ship internationally?

Yes, we can ship our boards worldwide. To find out more about our shipping times and costs please see Delivery Times and Shipping Costs below or send us an email to [email protected].

Can I change my delivery address after my order is placed?

Once your order has been finalised and the order has been shipped we recommend getting in touch with the delivery courier as soon as possible to see if your shipment can be amended. You can also get in touch with us and we will do our best to help with the delivery. Yugen Surfboards will not be liable for lost shipments that result from incorrect details entered by the customer

What if I am not at home when my order arrives?

All shipments require a signature on delivery. Any costs associated with redelivery or storage fees resulting from a missed delivery are the responsibility of the receiver.

Will I have to sign for my delivery?

Yes all shipments require a signature on delivery. A signature can be released by contacting the courier company however please be aware that Yugen Surfboards will not be liable for any delivery that is lost as a result of the signature being released.

Import Duties and Taxes

All purchases within Australia include GST.

For all International shipments, the receiver is responsible for all import duties and fees associated with import and clearances. Yugen Surfboards will not be responsible for clearing your item through your local import facility.

PURCHASING

Currencies

Australian and New Zealand purchases are charged in AUD.

Is your website secure?

Yes. We use eWAY to process our credit card transactions which is PCI DSS compliant. EWAY is certified as meeting Level 1 of the PCI DSS compliance criteria, which is the highest level of compliance available and is the same levels of data security of the biggest banks in the world.

What payment methods can I use?

We accept Visa, Mastercard and American Express cards. We also offer PayPal and bank transfer payment methods

Can I pay using split payments?

Unfortunately not. All orders must be completed online in one transaction. If you are having trouble processing a single payment please get in touch with us at [email protected]

How to use a Discount Code

All codes can be entered under the order summary section in the checkout. For mobile users, you will need to click the order summary drop down to display the discount code field.

SHOPPING

Custom orders

To order a custom surfboard please click the order a custom button in the customs page. Here you can choose the dimensions, colours, fins and finish of your board. Once you fill out the form you’ll get a confirmation e-mail plus an estimate of the price of the board. From here we will contact you over the phone to confirm the order and send you a link to process the payment.

Normally a custom surfboard takes between 4 to 6 weeks to manufacture and 1 to 3 days to ship.

Can I place an item on hold?

For items that are in stock, we can hold it for 24 hours for you to find some time to come and check it out in person. Contact us via e-mail at [email protected].

Can I place an item on backorder?

Yes! You’ll be notified at checkout that the product can be backorder and it will take us between 2 to 3 weeks to make it plus shipping.

Can I view a product Before Purchasing?

For all in-stock items, you can view them at Rhino Laminating Store previous appointment. To ensure we have stock on hand you’re best to get in contact with us before popping down so we can put the board aside for you.

If you ordered a custom board you’ll receive an email with a price estimate and a phone call to confirm the order.

The Item I want is out of stock. What do I do?

We do our best to keep up with the ongoing demand however often the popular models and sizes quickly sell out. You can backorder any board by going through the purchase process. Please check: Can I place an item on backorder? section. Alternatively, you can create a custom board to guarantee your board model and size.

When do you add new products/ stock to the website?

We are constantly producing new boards and models so, ensure you are connected with our newsletter subscription for regular updates!

Do you have a board volume calculator and how do I know what size is best for me?

We have volume and size recommendations in each board model page.

You can view the board models specifications by following the links below:

Buri – Click Here

Wabi – Click Here

IKi – Click Here

You will notice that each board will give you a different size. This is due to the fact that each board has different dimensions and is designed to be surfed in different conditions.

If you have any questions on what board size or model is right for you just get in touch!

[email protected]

RETURNS AND EXCHANGES our “SURF YOUR BEST GUARANTEE”

RETURN POLICY

Our “SURF YOUR BEST” policy is designed to give you peace of mind when choosing your new surfboard and applies for all Yugen Surfboards online orders where the customer is in Australia.

We wish to make sure that you end up with the best possible piece of equipment to ride every time you order with us.

We will issue a refund if the product meets the following criteria: You must meet the following requirements to be eligible.

WHEN CAN YOU RETURN YOUR BOARD?

Any time you order a surfboard from Yugen Surfboards online, you have a 15-day period from the day of delivery to make sure that board is right for you before use.

As long as the board is in “as new” condition, you can return it to us and we will give you a full refund. This means completely unridden, no wax, no grip, no dings, no extra stickers etc.

Take it as your chance to pass the test once you feel it in person – the crucial under arm assessment of its rails, outline, and anything else you might want to be 100% certain it’s the board for you.

For example, if something’s not quite what you were expecting once received, write us at [email protected] to us and we’ll exchange it for a different board as soon as your request is in stock.

All you have to do is follow the steps detailed below – “Return Instructions”.

Shipping and handling costs are not refundable

Custom surfboards can only be refunded if they meet the same conditions “as new” described above.

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 carefully packed to ensure a minimal chance of damage during transit. If you receive a damaged or defective item please contact us within 15 days of purchase to be eligible for an exchange or a refund including shipping costs.

WHEN YOU CAN’T RETURN YOUR BOARD?

Once the board is waxed up and ready to take out into the ocean, it’s yours, no return.

Please carefully assess your product choice before applying grips, wax, or any other accessories, as we will only accept returns of a board in “as new” condition.

If your Yugen Surfboard is purchased through any other outlet, you will need to review that outlet’s return policy as those terms will govern your rights.

TERMS – RETURN POLICY

Any Yugen surfboard ordered online in Australia from yugen.surf is eligible. All other means of purchase are not.
This return policy is for a period of 15 days from the date of delivery. If that period has expired since you received your board, unfortunately you can’t exchange.
Incorrectly chosen boards may be exchanged for a different board. If you believe that the board is faulty (before or after use), that is a different question and the board will need to be assessed by us.

RETURN INSTRUCTIONS

To return an unused “as new” product, please email us at [email protected] for shipping details. Please provide the following details:
Full name and address;
Preferred method of contact and contact details;
Proof of purchase (i.e. copy of receipt/order);
Order & board number;
A photo of the board you wish to exchange; and Specifications of the “new” board you would like to be delivered to you.
Boards must be repacked using the box and bubble wrap it was originally shipped in.
Yugen Surfboards will then organise for the board to be returned to us, and your new board to be delivered (once we confirm the condition of the returned board upon its receipt).

Can I exchange an item?

Items that are in new, unworn and unused condition may be exchanged. The buyer is responsible for the return shipping costs as a result of change of mind.

My item is faulty, what can I do?

If your item has arrived damaged, faulty or missing parts please get in touch with us immediately so we can sort it out for you. Please ensure you contact us within 15 days of purchase to be eligible for a replacement.

Can I return Sales items?

Items purchased on sale are not able to be refunded. Should the product not be suitable please get in touch with us to see if we can process an exchange or issue a store credit for you. Please ensure you contact us within 15 days of purchase to be eligible.

What if the item I received is not what I ordered?

We do our best to ensure all items are packaged carefully. In the off chance the item you received is not what you purchased please get in touch with us straight away so we can issue you with the correct item.

How do I process a return/exchange?

To process a return please ensure you get in touch with us at [email protected] to confirm the order. We will outline all of the details and processes required to return your items.

GST/ TAXES

Do our prices include taxes?

All purchases within Australia include GST.

Import Duties and Taxes

WORLDWIDE SHIPPING TIMES

Ready To Ship Surfboards

3-10 Business days (Australia)

10-20 Business Days (International)

SHIPPING COSTS

Surfboards

Pick Up – Free

Australia – $45

New Zealand 6ft and Under – $125

New Zealand 6ft and Over – $175

USA – From $48.99 (Final Charge calculated at checkout)

Hawaii – From $139.99 (Final Charge calculated at checkout)

International – From $199 (Final Charge calculated at checkout)