FAQs

Delivery of Product
Timing for the delivery of products, including but not limited to surfboard orders, varies depending upon the surfboard ordered. Factors including but not limited to artwork, glassing, materials, construction) can affect the time of completion and delivery of a surfboard. currently our wait time is 6 - 8 weeks.

The delivery times provided by Tomo Surf Pty Ltd are estimates only. Tomo Surf Pty Ltd will not be held accountable for late deliveries but we will do our best to ensure the surfboard gets to you as quick and safely as possible. In the event that multiple items are ordered, part of your order may be delivered at different times. For example, your fins might arrive prior to your surfboard, in different packaging. All reasonable attempts to notify you will be made using the details you provided. Please ensure you enter the correct delivery address. Tomo Surf Pty Ltd cannot be held responsible for incorrectly entered delivery addresses.

How much is it to ship my order?
Approximate shipping cost is NSW / QLD : $95 + GST and rest of Australia is $135  + GST.

Does Tomo Surf Pty Ltd ship internationally?
Yes. We recommend you contact us directly with you delivery location to get a quote prior to your purchase. Once shipping rate is agreed upon, proceed with your purchase via the shopping cart, and select international shipping option. Please note that the shipping fee must be payed via a secondary transaction before dispatch.

*Please note: Once the product has been collected by the third party international shipping agent, customers accept full liability for the product. Tomo Surf Pty Ltd relinquishes all liability to the product and the transaction is deemed complete from point of dispatch.

How do i determine my ideal volume?
Ideal volume is calculated from a variety of Factor including the riders weight, height and ability. Ideal volume can be estimated using the Volume calculator located on the Firewire website: https://firewiresurfboards.com/surfboard-volume-calculator

Can I order an old model or fully customized design that is not shown on the website?
Enquires such as these will be determined on a case by case basis. Unique orders may incur addition design charges and longer completion times.

Can I order Airbrush or customized colors?
You can request a special airbrush and cost will be determined and quoted based on he complexity of the artwork.
* Please note: Highly complex artwork may not be achievable through our service, we reserve the right to refuse certain artwork requests if its to complicated or are not in alignment if our brand image.

Product Delivery and acceptance requirements
You or someone at your specified delivery address will be required to sign upon delivery of all products. Customers will be notified via email that their ordered product(s) have been sent with an estimate of the product(s) arrival time. If the customer is not at the specified location to sign for the product there will be fees in place for a redelivery at a later date. If the nominated place of delivery should be unattended, the Shipping Company may store the goods and if the Goods are stored there will be costs involved ($40) for the storage and redelivery of the products(s).

Customers are responsible for inspecting the goods for fault and notifying us within 2 working days of receiving the goods should there be a fault. If for any reason your product(s) are damaged please upload photos of the damage and the packaging  within 48hrs of taking delivery.

* NOTE: Please keep all packaging and shipping boxes in the event the product(s) need to be sent back to the suppliers (shapers). We will work with you to get your products returned back to you as quickly as possible.

What types of payment do you accept?
We accept Visa and MasterCard and PayPal. We do not accept cash, cheques or cash on delivery.

Can I make a change to an existing order?
You may make changes to your order up until your order has begun being processed. Please contact us immediately with the order modifications you would like. 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 or make orders or enquiries by phone? 
Yes we do accept orders via phone. 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. Please first contact us via email regarding an ordering enquiry and leave your phone number with us, we will then contact you by phone regarding the details of your order. 

How do I change my delivery address?
Tomo Surf Pty Ltd 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 finalized, please contact Customer Service immediately. We will attempt to update any incorrect order details, however Tomo Surf Pty Ltd is not liable for any changes of address.

How do I know where and when to pick up my surfboard if I've chosen the 'Pick Up' shipping option?
You can select 'Pick Up' as your preferred shipping method for your order. You will be notified via email when your surfboard is ready to be picked up from the shapers location; alternatively our customer service agent may be able to rendezvous if schedule is permitting between Currumbin, QLD and Lennox Head, NSW. 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 Tomo Surf Pty Ltd receipt ID detailed on your confirmation email.

What currency is Tomo Surf Pty Ltd prices displayed in?
All prices are shown in Australian Dollars.