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Ordering FAQ

                                    How do I return something I buy on Boardcave? Boardcave reserves the right to vary from this policy on a case by case basis. Warranty claims with Surf Hardware (Fins, Leg Ropes Etc.) needs to be filed directly with the manufacturer of the product. To return a product you need a return merchandise authorisation (RMA) number before sending the product back to Boardcave. An RMA can be obtained by contacting Boardcave via email ([email protected]). All refunds are subject to product inspection upon return. A refund will be processed after the product has been inspected.

Surfboards: All surfboards are manufactured specifically for the individual customer. Therefore, all sales are final. Any manufacturing defaults need to be taken up with the surfboard manufacturer. Boardcave.com.au will do everything in its power to help its customers with product issues. Please email [email protected] with any issues.

Clothing and Surf Accessory Returns (t-shirts, leg ropes, tail pads, surfboard fins): Once the product has been returned by the customer. The new product will be sent out as soon as the returned product has been inspected upon return. Please email us as at [email protected] to obtain an RMA or for any other questions.

In the case of an incorrect item being shipped out, or the product has been damaged in transit please email [email protected] to obtain an RMA.

Please send returns to:

Boardcave.com.au
Returns
2/25 Lemana Lane
Burleigh Heads
4220, QLD
Australia

How accurate is the Board Engine for finding and selecting the best surfboard model size for me?
The Board Engine has been developed with our leading Australian surfboard shapers to find the most relevant surfboards for your individual needs. The Board Engine scientifically prescribes each surfboard model size based on a complex algorithm that analyses the variables of each surfboard model, connecting them with your user profile. Once you place a surfboard order, your customer profile (weight, height, ability etc) and your surfboard order gets reviewed by the shaper. This is done as an extra precaution to ensure every surfboard ordered on Boardcave.com.au is right for the customer.

How long will it take for my surfboard to be manufactured?
It depends on each shaper and surfboard model, the construction, artwork, glassing and shape you have ordered. Most surfboards are manufactured in under four weeks, some take as little as two weeks for a standard surfboard order. Epoxy and carbon technology construction can take up to 5-6 weeks. You will receive updates on the stage your surfboard is in (shaping, artwork, glassing, shipping dispatch). Feel free to chat live or email us at [email protected] to inquire about surfboard order times and to check up on your board. Please include your receipt ID (Eg: Receipt #5073f6f76468e).

What Types of payment do you accept?
Boardcave.com.au is proud to accept Visa and MasterCard. We do not accept cash, cheques or cash on delivery.

Can I make a change to an existing order?
Sure. You may make changes to your order up until your order has begun being processed. Please contact us by LIVE CHAT or email immediately with the order modifications you would like [email protected]. Please note: that not all changes can be guaranteed as surfboard orders may be too far into the manufacturing process. Ensuring that your order is correct on the checkout page is the best way to save any disappointment at a later date. We advise you carefully read through everything you have selected on our checkout page to ensure you are happy with your order prior to clicking the “Buy Now” button.

Can I order by phone or email?
Yes we do accept orders via phone: 07 5535 3594. We do not accept orders via email because we do not record any payment details for under our Privacy Policy. To place an order please follow the steps and select your surfboard or surf hardware and process your payment on the checkout page of our website – our friendly staff will be happy to help you out using the LIVE CHAT feature at the bottom left of your screen.

Thinking of removing items from your cart?
On the checkout page, prior to clicking “Buy Now” simply click the small red remove icon to remove any item listed in your order. If you would like to then add this product again, click the small green icon to then add this product to your order again.

What happens if something I order is out of stock?
The Boardcave.com.au inventory system removes out of stock items from the online store, but occasionally an item sells out within seconds of your order confirmation. If an item on your order is sold out, we will still ship the available products and you will be contacted with an explanation. If your order has been charged you will be provided with a full refund immediately. Our customer service team will do everything they can to satisfy your order, but popular items can sell out quickly.

What if my credit card shows multiple charges?
All orders are processed as one charge. If for any reason you have multiple charges when you have only processed one order, please contact our Customer Service Department ([email protected]) immediately for assistance, if the charge needs to be removed.

What If I am ordering and there is an error in the checkout?
If you have any Technical Issues whilst using the Boardcave.com.au site, please contact our Customer Service Department and we will assist you immediately: [email protected] or use the LIVE CHAT feature at the bottom left of your screen.

Where is my confirmation email?
If you did not receive a confirmation email within a few minutes of successfully placing your order then you may have entered your email address incorrectly. Another reason you may not have received the email is if your ISP flagged our confirmation email as spam. All confirmation emails are sent from [email protected] Please contact us on (07 5535 3595) or at [email protected] or by LIVE CHAT at the bottom left of your screen. Please provide your full name and receipt number that is provided when your confirmation email fails on the confirmation page. (Eg: Receipt #5073f6f76468e)

How do I change my delivery address?
Boardcave.com.au cannot be held responsible for an incorrect address being entered on your order. Address confirmation is given on the checkout page. If this is not noticed until after your order is finalised, please contact Customer Service immediately ([email protected]). We will attempt to update any incorrect order details, however Boardcave.com.au is not liable for any changes of address.

How do I know where and when to Pick Up my surfboard?
You can select to Pick Up your surfboard from the shaper. You will be notified via email when your surfboard is ready to be picked up from the shapers location. The shapers address will be specified on your confirmation email. NOTE: You will be required to present ID (eg. drivers license, bank card) when picking up your surfboard or you can provide your Boardcave.com.au receipt ID detailed on your confirmation email (Eg: Receipt #5073f6f76468e).

What currency are Boardcave.com.au prices displayed in?
All prices are shown in Australian Dollars.

How do I keep up to date with sales, new surfboards and surf hardware on the Boardcave.com.au?
The best way to stay up to date with Boardcave.com.au and our leading surfboard shapers and surf hardware companies would be to Subscribe to our mailing list. Emails are sent out updating customers on new brands, new stock deliveries and new surfboard model and surf hardware releases.

Do you have a size guide?
To determine your size please use the Board Engine, which will recommend a suitable selection of best surfboard models and their best sizes for you. Alternatively use our LIVE CHAT located at the bottom left of your screen to speak with one of our experienced customer service representatives.

Can I come in and see/feel the board?
Board stock is warehoused, this is separate from the office as Boardcave is an online store. Pick up is an option and will be from the warehouse or factory depending on your order. Please note you cannot come and shop at the warehouse or factory. Please visit www.boardcave.com.au and chat with our experienced team to help you find, compare and the buy the world’s best surf products.

Can I come into the office to pick up the board?
Boards are warehoused or at the factory if they are fresh off the production line. Pick up will be from the warehouse or the factory. You will be advised on the best pick up location at the time you place your order.

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