Shopping FAQ

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 HSSTUDiO boards, these will be shipped within 8-10 weeks.

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 one of our team members who will be able to provide you with all of the relevant tracking information.

For Custom HSSTUDiO orders you can track your boards progress by visiting https://www.haydenshapes.com/track-your-order/

Can I collect my item from a store?

Yes you can. We have two retail locations where completed orders can be collected. You will be notified by a team member once your order is ready for collection.

Haydenshapes Australia

54 Darley Street, Mona Vale, 2103 NSW

Haydenshapes USA

122 Arena Street, Unit B, El Segundo, CA 90245

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 above.

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. Haydenshapes 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 Haydenshapes 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. All orders processed online within the USA will be inclusive of all relevent state taxes.

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

Purchasing

Currencies

Australian and New Zealand purchases are charged in AUD

All USA and International shipments are charged in USD

Is your website secure?

Of course. We use Shopify Payments to process our credit card transactions which is PCI DSS compliant.  The payment card industry data securiry standard (PCI DSS) is an information security standard for organisations that handle credit card and debit card information. This level of security is processed under the same standards as banks security.

What payment methods can I use?

We accept Visa and Mastercards.

In Australia we also accept Afterpay. 

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 a staff member.

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

Can I place an item on hold? 

For items that are in stock in our AUS/ USA showroom we can hold it for 24 hours for you to find some time to come and check it out in person.

Can I place an item on backorder?

If you are after an item that is out of stock we can order it in for you. Simply get in touch with us to find out more!

Can I view a product Before Purchasing?

For all in stock items you can view them at either our Mona Vale showroom or our LA showroom. To ensure we have stock on hand you’re best to get in contact with your preferred store before popping down so we can put the board aside for you.

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 get in touch with our team members to check if any stock is about to be released soon. Alternatively you can create a custom board model immediately in the HSSTUDiO 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 a board calculator on each board model page.
Simply enter your surfing ability, weight and height into the fields to calculate your recommended board size for that particular board model. You can view the board models specifications by following the links below:

Hypto Krypto – Click Here
Holy Grail – Click Here
White Noiz – Click Here
Black Noiz – Click Here
Plunder – Click Here
Untitled – Click Here
Love Buzz – Click Here
Darkside – Click Here
Shred Sled – 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]

Can I view a product before purchasing?

For all in stock items you can view them at either our Mona Vale showroom or our LA showroom. To ensure we have stock on hand you’re best to get in contact with your preferred store before popping down so we can put the board aside for you.

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 get in touch with our team members to check if any stock is about to be released soon. Alternatively you can create a custom board model immediately in the HSSTUDiO 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

Returns and Exchanges

Can I return an item?

We don’t issue refunds. We may exchange or issue a store credit for a change of mind purchase. You must meet the following requirements to be eligible.

  • Goods must be returned within 14 days of purchase with original tags and receipt.
  • A refund does not apply to gods reduced for sale purposes, however, may be returned for either an exchange or store credit.
  • Goods must be new, unworn, unwashed, used, soiled or damaged by the customer and must have all original packaging and tags.
  • Shipping and handling costs are not refundable

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 14 days of purchase to be eligible for an exchange or a refund.

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 14 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 14 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. All orders processed online within the USA will be inclusive of all relevent state taxes.

Import Duties and Taxes

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

 

Gift Cards

How do your Gift Cards work

Our gift cards are sent to the purchaser via email immediately after the order is processed. The email contains detailed instructions on how to use the Gift Card and can easily be shared with the received.


The Gift Cards are valid on www.haydenshapes.com and through our retail showrooms in Sydney and Los Angeles

How to Redeem a Gift Card

To redeem a gift card simply enter your unique code in the discount code field 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. If you are having trouble ordering with your Gift Card please get in touch with us.


You can also redeem your Gift Card by visiting  our retail showrooms in Sydney and Los Angeles

Purchasing a Gift Card

Gift Cards can be purchased in values between $50-$1500. Simply visit https://au.haydenshapes.com/products/gift-card to process your order or visit us in store.

Do I have to use it all in one transaction?

You don’t have to use the Gift Card in one transaction. The balance can be split up into multiple transactions. Should you wish to get a balance update please get in touch with us at [email protected]

Do I need to have an account to use a gift card?

You do not need an account to use a Gift Card. However it is recommended to create an account and align your Gift Card with it to secure your balance and track the Gift Cards history and balance.

How do I check my balance?

You can check the balance of your gift card any time in your online account or by getting in touch with one of out team members.

Do Gift Cards Expire?

Yes. Gift cards expire 12 months from the date of issue

Worldwide Shipping Times

Ready To Ship Surfboards

3-10 Business days (Australia)

1-5 Business Days (USA)

2-7 Business Days (International)

Clothing and Accessories

1-3 Business days (Australia)

1-3 Business Days (USA)

2-7 Business Days (International)

 

Shipping Costs

Surfboards

Pick Up in Mona Vale – Free

Australia – $45

New Zealand 6ft and Under  – $125

New Zealand 6ft and Over  – $175

Pick Up in El Segundo, CA – Free

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)

Clothing and Accessories

Pick Up in Mona Vale – Free

Australia – Orders under $100 – $10

Australia – Orders over $100 – Free

New Zealand – From $20

Pick Up in El Segundo, CA – Free

USA – From $8.99 (Final Charge calculated at checkout)

Hawaii – From $30 (Final Charge calculated at checkout)

International – From $50 (Final Charge calculated at checkout)