...Lost Surfboards Terms & Conditions
The use of this site is governed by the policies, terms and conditions set forth below. Please read them carefully. Your use of this site indicates your acceptance of these terms and conditions. Your placement of an order indicates your acceptance of these terms and conditions. Your submittal of any purchase order to Lost Surfboards indicates acceptance of these terms and conditions. These terms and conditions shall supersede any subsequent terms or conditions included with any purchase order, whether or not such terms or conditions are signed by Lost Surfboards. Lost Surfboards reserves the right to make changes to this site and these terms and conditions at any time. By ordering or registering on Lost Surfboards you grant us the right to add your contact details to our database and email transactional order, shipping and product review emails. From time to time we may contact you about offers and new products. You can easily be removed by either unsubscribing via the link at the footer of any marketing communications or contacting our Customer Service team and we will remove you from marketing communications. We may exchange personal information with our related companies and with third party service providers who assist us with payment, marketing, data processing, IT, archival, auditing, accounting, customer contact, legal, business consulting, banking, delivery, data analysis, document management, research, investigation, insurance, website and other services. Some of these third parties may be a location in Australia, USA, EU and other countries.
1. Order Acceptance Policy
Your receipt of an electronic or another form of order confirmation does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. Lost Surfboards reserves the right at any time after receipt of your order to accept or decline your order for any reason. Lost Surfboards reserves the right at any time after receipt of your order, without prior notice to you, to supply less than the quantity ordered of any item. All orders placed must obtain pre-approval with an acceptable method of payment, as established by our credit and fraud avoidance department. We may require additional verifications or information before accepting any order. Lost Surfboards is a reseller to end user customers and does not accept orders from dealers, exporters, wholesalers, or other customers who intend to resell the products offered by Lost Surfboards.
Lost Surfboards is not liable for any losses or damages caused by this website or any website linked to or from this website. We reserve the right to refuse any order without giving a reason. Upon cancellation of an order, we will make all reasonable attempts to contact you using the details provided. All received monies will be refunded using the method received.
3. Shipping and Delivery
Customers who choose Express Shipping (no signature) give authority for their order to be left unattended at their delivery address. Lost Surfboards will only replace orders using this shipping method providing the order is proved lost in transit by our delivery company. Certain factors such as order size, weight and shipping address may require us to ship via another method. Lost Surfboards reserves the right to change your shipping method in these cases and will provide tracking details for the new carrier once shipped. The delivery times provided by Lost Surfboards are estimates only. Lost Surfboards will not be held accountable for late deliveries or loss or damage relating to late deliveries. In the event that multiple items are ordered, part deliveries may be made where the stock is not available. By agreeing to our terms and conditions you acknowledge all information set forth under our shipping pages. The special instructions box on the delivery page of the checkout is used for any instructions to help the driver make delivery of your order (e.g. “ Last house at end of driveway”, “ Office hours 9-5”). Drivers are unable to grant specific requests such as “ Deliver between 1-2pm” or “ Leave parcel in garden shed”. Lost Surfboards cannot be held responsible if your instructions are not followed, nor can we complete any promo code requests entered in this field.
Surfboard Shipping Guarantee - We agree to repair any damage that is sustained during the shipping process, or replace the surfboard if deemed necessary by us. The decision whether a repair or replacement is warranted is made solely by Lost Surfboards staff. This guarantee only covers damage sustained in the shipping process and does not cover damage that has occurred after a package has been delivered/and or left at the specified premises.
Shipping Times - any domestic orders placed by 12pm AEST will be shipped on the next business day, barring any unforeseen circumstances. Orders placed after 12pm AEST will be shipped within 2 business days.
Custom Surfboards - All custom surfboard sales are final once the manufacturing process has been started. If you would like to make a change to a custom surfboard order please call 0488 842 042 to speak with Lost Surfboards staff. Please note that any changes to custom surfboards after the order has been placed may result in change fees, applied at our discretion. There are no returns for custom surfboard orders unless the product is faulty.
Manufacturing time guidelines: (please note that these times are just a guide and can fluctuate from time to time)
- PU boards: 6-8 weeks
- Epoxy/Carbon Wrap boards: 12-14 weeks
International Shipping - We cannot ship surfboards overseas. We are able to ship some small accessories overseas but please keep in mind that we are bound by distribution agreements which may prevent us from shipping certain items to you. If you have paid for a product that we cannot ship to you, we will refund you your money.
4. Refunds & Returns
Due to health regulations, we are unable to exchange or refund on any underwear or earring purchase unless faulty within the manufacturer’s warranty period. Returns must be made within the timeframe listed on the returns page unless faulty. Size exchange requests are subject to availability of stock. Should your size request be unavailable a refund will be provided. Some International payments or refunds may be processed in your local currency and your bank may charge conversion fees for these transactions. These rates and fees are out of our control and we accept no responsibility for any loss caused as a result.
Surfboards - All custom surfboard sales are final and no returns or exchanges are offered unless the product is faulty.
All return or refund requests can be submitted HERE.
5. Change of Address
The shipping address for your order is shown in the checkout and on your order confirmation and shipping confirmation emails. In the event that an incorrect address was entered, address changes can only make until the order begins processing. Lost Surfboards cannot accommodate all address change requests. We highly recommend calling our customer service team on 0488 842 042 instead of emailing as we cannot guarantee instant responses to email enquiries.Lost Surfboards takes no responsibility for orders shipped to an incorrect or invalid address and is not liable for any loss associated.
6. International Customs Charges
Some orders may incur a customs or import duty charge. Lost Surfboards does not have any control over these charges or are unable to advise what they will be, as it is based on your own countries regulations & compliances. For further information, please contact your local customs office. All charges are to be paid by the customer on delivery of order. Orders cannot be returned to sender and Lost Surfboards will never pay these customs charges on your behalf. If you refuse to pay these charges your parcel may be abandoned, and Lost Surfboards will not be held responsible for any loss of funds as a result of this occurrence. We cannot mark International orders as a gift in order to bypass or reduce any customs fees. This is an illegal practice and as an established business we will not do this.
Prices are subject to change without notice. There may be duties and taxes added to your package by the destination country. You will be responsible for these upon delivery and are not included in your order total. All credit cards are charged in Australian Dollars. Non-Australian currency figures are all approximations based on an exchange rate
8. Order Cancellations
If notified before goods have been dispatched, Lost Surfboards can accommodate order cancellations. If items have been shipped, Lost Surfboards reserves the right to refuse order cancellation or charge a cancellation fee should we be able to request the return of the package from our delivery service.
9. Typographical Errors
In the event a product is listed at an incorrect price or with incorrect information due to typographical error or error in pricing or product information received from our suppliers, Lost Surfboards shall have the right to refuse or cancel any orders placed for product listed at the incorrect price. Lost Surfboards shall have the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is cancelled, Lost Surfboards shall immediately issue a credit to your credit card account in the amount of the charge.
This site may contain links to other sites on the Internet that are owned and operated by third parties. You acknowledge that Lost Surfboards is not responsible for the operation of or content located on or through any such site.
11. Credit Card Payments and Verification
All orders are subject to pre-authorisation checks to ensure sufficient funds are available and to confirm the validity of the payment method. The total amount of the order will be frozen on your account and this amount is taken when the order is despatched. Authorisations will appear as pending charges on your card, but you will only be charged once for a single order when it is despatched. Orders cancelled before shipment will still have this authorisation held. Some orders may be subject to small charge verification before they are approved for shipment. In these cases, a small amount between $0 and $1 will be held on your credit card and you will be asked to confirm this amount to validate your payment. This is not a charge, but an authorisation which will release back to you.