Shipping policy

Surf HQ Shipping & Delivery Policy

Effective Date: 01 October 2025

At The Surf HQ, we aim to get your order to you as quickly and safely as possible. This policy outlines our shipping, delivery, and collection procedures for online orders within South Africa.

1. Order Processing

- Orders are processed Monday to Friday, excluding public holidays.
- Standard processing time: 1–2 business days after payment confirmation.
- You will receive a confirmation email once your order has been packed and dispatched.
- Orders placed on weekends or holidays will be processed on the next working day.

2. Delivery Options

The Surf HQ currently offers nationwide delivery across South Africa through trusted courier partners.

Standard Delivery:
- Delivery takes 2–5 business days depending on your location.
- Outlying or rural areas may require additional transit time.

Express Delivery (where available):
- Selected areas may qualify for 1–2 day delivery.
- Extra charges may apply depending on distance and parcel weight.

3. Click & Collect (Durban Only)

If you’re based in Durban or nearby:
- You can opt for free local pickup at our The Surf HQ collection point.
- Once your order is ready, you’ll receive an SMS or WhatsApp message confirming pickup details.
- Bring your order confirmation and a valid ID when collecting.

4. Shipping Fees

- Shipping costs are calculated at checkout based on delivery address, weight, and courier rates.
- Free shipping may apply for promotional offers or orders above a certain value (see homepage or announcement bar).
- Any applicable delivery fees will be displayed before completing your order.

5. Tracking Your Order

- Once shipped, you’ll receive a tracking link via email or SMS.
- You can monitor your parcel status directly through the courier’s website.
- If your tracking link isn’t updating, please allow up to 24 hours after dispatch for the courier to scan your parcel.

6. Delivery Delays

We work closely with our courier partners to ensure timely delivery. However, delivery times may be affected by:
- Weather conditions
- Courier network delays
- Incorrect or incomplete address details

The Surf HQ cannot be held responsible for courier delays beyond our control, but we’ll assist in resolving issues wherever possible.

7. Failed Deliveries & Re-delivery

If a delivery attempt is unsuccessful due to an incorrect address or recipient unavailability:
- The courier will typically reattempt delivery the next business day.
- If the parcel is returned to the Surf HQ, re-shipping fees may apply.

Please ensure your delivery information is accurate and complete.

8. Damaged or Missing Parcels

If your order arrives damaged or is missing items:
1. Take clear photos of the parcel and any damage.
2. Contact info@surfhq.co.za within 48 hours of delivery.
3. Our team will liaise with the courier to resolve the matter promptly.

9. International Shipping

At this stage, The Surf HQ delivers within South Africa only. If you’re based outside SA and wish to order, please contact us directly — we may be able to arrange international shipping on request.

10. Contact Information

For shipping or delivery queries:

• ·       Email:                     info@surfhq.co.za
• ·       Tel:                         +27 31 332 0281
• ·       Whatsapp:           +27 83 273 6792

Address:               

• ·       65 Sylvester Ntuli Rd, South Beach, Durban, South Africa