Unboxing Your Surfboard (and What to Do If Something’s Not Right)

Receiving a new surfboard is always exciting. Before you rush to unwrap it, there are a few important steps to follow to make sure everything is as it should be, and to protect you in the rare event that something has happened in transit.

How we package surfboards

We’ve been shipping surfboards for decades and have spent that time refining and perfecting how we package them. Every board is carefully wrapped, padded and boxed using methods we genuinely believe are the best in the industry.

We don’t take this lightly, our packaging has been tested, reworked and improved over many years to minimise movement and absorb impact during transit. That said, surfboards are fragile by nature. Even with the best packaging available, damage can occasionally occur, which is why inspection on delivery is essential.

Step 1: Inspect the package on delivery

Before signing for your delivery, please take a moment to inspect the outer packaging carefully.

Look for:

Dents, punctures or tears
Crushed corners
Any signs of impact or mishandling

If you notice any damage to the box, please:

Ask the delivery driver to photograph the damage
Sign for the parcel as damaged

This step is very important and helps ensure any potential claim can be processed correctly.

Step 2: Unbox with care

Once you’ve accepted the delivery:

Open the packaging carefully
Avoid using sharp blades near the board
Keep all packaging materials until the board has been fully inspected

Taking a few extra minutes here can save a lot of hassle later.

Step 3: Inspect the surfboard thoroughly

Check the board as soon as possible after delivery, ideally in good lighting. Pay close attention to:

Rails
Nose and tail
Deck and bottom
Fin boxes and leash plug

You’re looking for any cracks, chips, pressure marks or anything that doesn’t look quite right.

Step 4: If you find damage

If you believe your board has been damaged in transit, please:

Take clear photographs of:
- The damage on the surfboard
- The internal and external packaging
Contact us within 24 hours of delivery
Do not use the board
Do not apply wax, tail pads or make any modifications

Damage reported after 24 hours, after the board has been used, or after it has been moved from the original delivery address is unfortunately not eligible for a claim.

Important information regarding claims

Please note:

Surfboards are fragile by nature
Claims cannot be accepted if the board has been:
- Waxed
- Modified (including tail pads)
- Surfed
Damage must be reported from the original delivery address

These requirements are set by courier and insurance processes and allow us to handle claims fairly and efficiently.

If there is a problem

If your board does arrive damaged, please don’t worry. Get in touch with us and we’ll guide you through the next steps. Our aim is always to resolve issues as quickly and smoothly as possible and get you back on track.

In summary

We package surfboards better than just about anyone, and the vast majority arrive in perfect condition. This guide is here to make sure that if something does go wrong, it’s dealt with correctly and without unnecessary stress.

If you have any questions at any stage, please contact us, we’re always happy to help.