Shipping policy
Shipping Policy
Great news: We offer FREE standard shipping on all orders, worldwide, with absolutely no minimum spend required.
1. Shipping Destinations & Carriers
Free Worldwide Shipping
We are proud to offer free standard shipping to all our customers. Currently, we ship to:
- New Zealand (Domestic)
- Australia
- United States
- United Kingdom
- Japan
- Canada
Our Carriers
We partner with reliable carriers to get your gear to you safely:
- Domestic (NZ): New Zealand Post, Aramex
- International: New Zealand Post, Aramex, FedEx, USPS & UPS.
2. Order Processing & Production Times
The time required to prepare your order for shipment is separate from the shipping transit time.
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Standard Processing Time: 1–5 business days for all in-stock items.
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Made-to-Order Lead Times: Some products are custom-made and require an extended lead time before dispatch. The product page will specify the estimated production time. (Example: Our Rugged Valley Seat Covers have a production time of 2–5 business days). * If you are unsure of any lead times, please contact us at campbell@surfsyndicate.co.nz.
Fulfillment Locations & Split Shipments
To ensure the quickest possible delivery, your order may be shipped from multiple locations. While most items ship from our hub in Auckland, New Zealand, some specialized items are shipped directly from our suppliers in Taranaki, Canterbury, Wellington, or from China to reduce freight times and to help reduce freight prices and lower CO2 emissions for our customers.
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Separate Parcels: Because we utilise multiple fulfilment locations and ship some items direct from our suppliers, items in the same order may be shipped separately and arrive on different days. Rest assured, you will receive tracking information for each individual parcel so you can follow along.
3. Estimated Transit Times
Once your order has been processed and dispatched, please refer to the estimated transit times below:
| Destination | Service Type | Estimated Transit Time |
| New Zealand (Domestic) | Standard (Free) | 1–5 business days |
| Worldwide (International) | Standard (Free) | 5–30 business days |
Note on Delays: Unforeseen carrier issues, Customs Delays, or severe weather can sometimes affect delivery. Additionally, during the peak holiday season (November and December), our couriers often experience high volumes. We appreciate your patience during these busy times.
4. Order Tracking
Once your order has shipped, you will receive an email notification containing a tracking number to monitor your package's journey.
- For domestic orders, please allow up to 48 hours for the tracking information to update on the carrier’s website.
- For International orders, please allow a week for the tracking to update. Some parcels being shipped directly from china arrive with a shipping agent, and will not be scanned until they reach their destination country.
- If you don't see the email, please check your spam or promotions folder.
- Late Deliveries: If you have not received your order within 10 business days (Domestic) or 21 business days (International) of receiving your shipping confirmation email, please contact us at campbell@surfsyndicate.co.nz with your name and order number.
5. International Duties, Taxes, and Customs Fees
Important information for our international customers outside of New Zealand.
DDU (Delivered Duty Unpaid)
All prices displayed on the website are Tax Inclusive for New Zealand customers and Tax Exclusive for all international customers.
We ship under DDU (Delivered Duty Unpaid) terms. This means we do not collect or pay import fees on your behalf. The customer is strictly responsible for any import duties, taxes, or customs fees applied by the destination country's customs office upon arrival. Customs policies vary widely by country and are everchanging, so please check with your local customs office before placing an order if you are unsure of the potential costs.
Refusal to Pay Duties (Refused Delivery Policy)
If a package is returned to us because a customer refuses to pay the required import duties or taxes, we will process a refund under the following conditions:
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We will refund the cost of the merchandise only.
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The refund amount will be reduced by the actual shipping costs we incurred to send the item (even though shipping was free for you at checkout), plus any return shipping fees charged to us by the carrier.
6. Handling Damaged or Missing Items
Damaged Packages
If your package arrives damaged or with items missing, please notify us immediately so we can file a claim with the shipping carrier. You must email us at campbell@surfsyndicate.co.nz within 2 business days of delivery with the following:
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Your order number.
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A photo of the entire package as it arrived (clearly showing the shipping label and the condition of the box/satchel).
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Photos of all damaged items, or a clear list of the specific items that are missing.
(Note: The shipping carrier requires this exact proof to process any claim).
Lost Packages
If your package is officially confirmed as lost by the carrier, we will ship you a replacement order at no additional cost. We will work directly with the carrier to verify the lost status before reshipping.
