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Customer Service FAQ

FAQ

PAYMENT

What payment methods do you accept?

We accept PayPal, Visa, MasterCard, American Express and Discover.

When will I be charged?

Initially, your credit card will hold a pending authorization at the time of order submission however your card not be fully charged until your order has shipped. Most orders ship within two days of receiving your order. You will receive a shipping confirmation email once the order has shipped from our warehouse.

How do I redeem my gift card?

Please Contact Customer Service.

Is your site secure?

Our secure servers protect your information using advanced encryption and firewall technology throughout the ordering process. Most browsers will show a lock icon in the bottom status bar on secure pages. Look for this icon on any web page that asks for your personal information. To further ensure your security, we use state of the art SSL (Secure Sockets Layer) encryption to protect your personal information from unauthorized use. View Privacy Policy.

SHIPPING

What are your shipping rates?

Please visit our Shipping Page for details.

When will my order ship?

Most orders ship within two days of receiving your order, excluding weekends or holidays. You will receive a shipping confirmation email once the order has shipped from our warehouse.

How can I track my order?

You will receive a shipping confirmation email once the order has shipped from our warehouse. It will contain information to track your order.

What if there’s a problem with my shipment?

Please Contact Customer Service.

How do I cancel an order?

Our system is designed to process and ship orders as quickly as possible. We are not able to modify or cancel an order once it has been placed. Please contact us if you require further assistance.

Can I ship my order to a PO Box?

Orders shipping to Canada are unable to ship to PO Boxes at this time. Please make sure to enter a physical address to avoid any issues with your shipment.

RETURNS & WARRANTY

For Canada Returns / Exchanges

What is your return policy?

  • Merchandise must be returned within 30 days of date purchased.
  • Merchandise must be in original condition.
  • Items listed as FINAL SALE cannot be returned for a refund.
  • Shipping charges incurred during checkout are not refundable.
  • Packages that arrive COD may be denied, or the COD amount may be deducted from your return.

Return Guidelines

  • Customers are responsible for any return costs.
  • We suggest obtaining proof of return and retaining it until your refund has been processed.
  • Submit a return request through our contact form to obtain a free return shipping label. Please include your order number.

  • Please select a carrier of your choice and send any unwanted items to the following address:

 

BILLABONG.COM

C/O A52 Returns
2360 192 St. Unit #110
Surrey, BC V3Z 0N2

 

You will be notified via email throughout your package journey and once your refund has been approved. Returns will be processed within 3-5 days of arrival at our warehouse. Once approved, allow 2-4 business days for funds to appear in your account.

 

How do I exchange an item?

We are unable to offer exchanges at this time, however we do accept returns.

We ask that you return the original merchandise for a refund and proceed to place a new order for the appropriate item.
Please submit a return request through our contact form to obtain a return shipping label and instructions. Please include your order number.

How do I submit a warranty claim?

Warranty claims can be submitted through our Warranty Form.

CUSTOM ORDERS

Can I cancel or return my custom product?

Each custom product is made specifically to your specifications and as a result, your orders can't be modified, cancelled or returned.

With the configurator on the product detail page, you will have a chance to review your design choices in a 360° viewer and make changes before you add to cart. This is very important because a customized products cannot be returned and your purchase is non-refundable. Please ensure you are happy with your custom product before you proceed to purchase.

If you feel the product was made incorrectly. Please contact customer service for information regarding a defective product.

How long will it take to receive my custom product?

Please allow approximately four to five weeks to receive your custom product. You will receive an order confirmation email within 24 hours of completing your purchase. Approximately 4 weeks after your custom product is made and leaves our California warehouse, you will receive a shipping confirmation email. All custom orders are shipped via UPS Ground. Shipping rates are provided during the checkout process.

If you purchased other products with your custom product, you will not receive your shipping confirmation email until your custom product has been shipped.

Custom products can only be shipped within the United States. Custom products cannot be shipped to PO boxes or APO/FPO addresses.

When will I get charged for my custom product?

Your credit card will be charged immediately upon placing your custom order.

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