Onboard Industries maintains full ownership of the products until full payment has been obtained.
It is possible to cancel your order if it hasn’t been sent. Contact us and we will help you. If your order has been sent, you will have to return the products in order to receive a refund. The freight will not be refunded. It is not possible to change your order once it has been submitted. This also includes changing the size or colour of a product, removing an item, changing the delivery address or payment method. All packages are sent via Australia Post from our Store in Mona Vale. Your order will be sent within 3 working days after it has been placed. (Excluding items on backorder).
The normal delivery time from the package has left our warehouse is:
- 1 working day to the Sydney Metro Area
- 3 working days to the rest of Australia
If nobody is at the address when Australia Post makes the delivery, a note is left in the mailbox and the package can be collected from your nearest Post Office.
You can have your package delivered to your work address if this is more convenient for you. This should just be included as Delivery Address. Please note that it is not possible to make a delivery to a PO box.
The freight charge depends on your delivery address and is dynamically calculated during the checkout process.
Process for Surfboards on Backorder
Surfboards on backorder will be shipped within approximately 4 weeks depending on factory production times. If you have a timing concern with your custom order, please contact us before ordering. Feel free to contact us for a more specific delivery date concerning your individual custom order.
We want all our customers to receive high quality products. If there is something wrong with the product you have received or if your delivery is not identical to your order (wrong product or if a product is missing), please contact our customer service. If you send us a mail, please include as many details as possible including your order number as well as a picture if there is something wrong with one of the products.
If you are not completely satisfied with your product, simply return the unused product(s) in its original unbroken packaging within 14 days of receipt for a refund.
When we receive the product, we will refund the value of the purchased the product, but not the original freight.
All products must be returned in their original packaging with all enclosed documentation and the packaging cannot be broken or in any other way damaged – neither can the product. Otherwise it will not be possible to obtain a refund.
You must pay for the freight to return the goods and this must also be arranged by yourself. The goods are your responsibility until they reach our warehouse. Please ensure you pack the return safely to prevent any damage to the products or boxes.
How to return a product
Please note that when you return a product it is very important to state the order number as well as your name and address. Without these details we will not be able to process your refund. Furthermore, a detailed description of the problem is necessary – if you have a claim. Remember to provide us with a receipt for your freight charges if we have to reimburse them.
Please enclose a return form with the returned products. You can download the return form here.
Our return address is:
4/76 Darley St, NSW 2103 Australia
It can take up to 14 days for us to receive your return, depending on which postal service you use. Once we have received the returned products, we will inspect them and process the refund within 48 hours.
Surfboards may be difficult to ship, so please contact us for help.