Frequently Asked Questions
Shipping
How much does shipping cost?
Shipping is free on every order, worldwide, with no minimum spend. We currently ship to New Zealand, Australia, the United States, the United Kingdom, Japan and Canada.
How long will my order take?
In-stock items are processed in 1–5 business days. After dispatch, transit is 1–5 business days within New Zealand and 5–30 business days internationally. Some products are made to order (for example Rugged Valley seat covers and Coastal Offroad bumpers) and have an extended production time noted on the product page. If you're unsure of a lead time, email us at campbell@surfsyndicate.co.nz.
Why did my order arrive in separate parcels?
To get your gear to you faster, we ship from multiple locations — most items leave our Auckland hub, while some ship directly from our suppliers in Taranaki, Canterbury, Wellington, or overseas. Items in the same order may therefore arrive on different days, and you'll receive separate tracking for each parcel.
Where is my order? How do I track it?
You'll get an email with a tracking number once your order ships, and you can also use Track My Order on our site. Allow up to 48 hours for domestic tracking to update and up to a week for international. Some parcels shipped direct from China travel with a shipping agent and won't scan until they reach the destination country. If it's been more than 10 business days (NZ) or 21 business days (international) since your shipping confirmation, email campbell@surfsyndicate.co.nz with your name and order number.
Fitment
Will this part fit my Surf or 4Runner?
Most product pages include a compatibility section showing exactly which generations a part suits — 1st Gen (83–88), 2nd Gen (89–95), 3rd Gen (96–02) and 4th Gen (03–09). The Hilux Surf and 4Runner share the same parts within a generation unless stated otherwise. If you're not sure, send us your model and year and we'll confirm before you order.
Is this item in stock?
Because some products ship from our Auckland hub and others ship direct from our suppliers, an "out of stock" label online doesn't always mean unavailable. Ask us about the specific product and we'll confirm current availability and lead time.
Returns & Exchanges
What is your returns policy?
We offer a 30-day return policy. Items must be unused, in the same condition you received them, and you'll need your receipt or proof of purchase. To start a return, email campbell@surfsyndicate.co.nz.
Can I exchange a part I ordered by mistake?
Yes — if you ordered the wrong part, we can exchange it provided the product is unused with packaging intact. The customer is responsible for any extra freight costs incurred on the exchange.
Are there items that can't be returned?
Customised and made-to-order products can't be returned due to their custom nature — this includes anything manufactured or fabricated on order, such as Coastal Offroad and Rugged Valley products. Please double-check spelling and fitment before ordering these, and contact us if you're unsure.
My order arrived damaged or with items missing — what do I do?
Email campbell@surfsyndicate.co.nz within 2 business days of delivery with your order number, a photo of the whole package showing the shipping label and its condition, and photos of the damaged items (or a list of what's missing). The carrier requires this exact proof to process a claim, and then we'll make it right. Confirmed lost packages are replaced at no cost once the carrier verifies the loss.
International Orders
Will I have to pay customs or import duties?
Prices include GST for New Zealand customers and exclude tax for international customers. We ship under DDU (Delivered Duty Unpaid) terms, which means any import duties, taxes or customs fees charged by your country are the customer's responsibility. Customs rules vary by country, so please check with your local customs office before ordering if you're unsure of the cost.
Products
Are your Toyota parts genuine?
Yes. All genuine Toyota parts are sourced through authorised New Zealand dealer channels. You can read more about where we get our parts and how we verify them on our OEM Authenticity & Sourcing page.
Get in Touch
How do I contact a real person?
We're happy to help — email campbell@surfsyndicate.co.nz, use our contact form, or DM us on Instagram @surfsyndicate_. If it's about an existing order, please include your order number.
