Frequently Asked Questions
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
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 [email protected] 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.
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.
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
3. Post your items with the return form to your nearest location below:
5-7 Tengah Crescent
Mona Vale NSW 2103
3204 Production Ave Unit E&F
Oceanside, CA 92058
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 our factory team in Australia will get to work on your custom surfboard immediately.
Yes! You can track the movement of your surfboard through our Mona Vale factory at each key step.
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.
Custom surfboards are made in Mona Vale, Australia at our custom surfboard factory.
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.