Frequently Asked Questons
Click on a question below to go to the answer.
- How do I know my order has been shipped?
- How will my order be shipped?
- Do you ship internationally?
- What happens if my items get lost in the mail?
- What happens if an item is missing from my order?
- What happens if I receive an incorrect item?
- Do you deliver to PO Box address?
- Can you deliver to my work address?
- Can I pick up my order from a store?
- What Is your Returns Policy?
- How do I return an item?
- Can I return an online purchase instore?
- What happens to my return when it reaches Surf Dive 'n' Ski?
- Do you pay for my return shipping?
- Where do I ship my return?
- I have been refunded the wrong amount?
- I returned an item and it was incorrectly processed?
- How do I return a faulty or damaged item?
Promotions and Gift Card FAQ
Website and Your Account FAQ
- How do I find an item?
- How do I shop by brand?
- How do I change my account information?
- What if I forgot my password?
- At what hours is customer service available?
- How do I search items on Surf Dive 'n' Ski?
- How do I make purchases on Surf Dive 'n' Ski?
- What forms of payment do you accept?
- Is it safe to use my credit card on Surf Dive 'n' Ski?
- Why has my credit card has been charged an additional small amount?
- Can I make a change to an existing order?
- How can I track the status of my order?
- Where's my confirmation email?
- How do I cancel my order?
- Can I order by phone, email or fax?
- Thinking of removing items from your cart?
- How do I use a promotional code?
- What happens if something I order is out of stock?
- What If I am ordering and there is an error in the checkout?
- What currency are Surf Dive 'n' Ski prices displayed in?
- How do I keep up to date with happenings and new items on the site?
- Do you have a size guide?
Promotions, discounts and promotional codes (collectively "Promotions") are valid for the specified time period for online purchases of merchandise only and may be used one time only unless otherwise stated.
One time use Promotions must be used in their entirety in a single purchase. Any amounts not redeemed in the applicable purchase will be forfeited. Promotions cannot be combined with other promotions. Promotions offered in Surf Dive 'n' Ski stores are separate from promotional activity on Surf Dive 'n' Ski Online Store.
Promotions do not apply to Gift Cards, shipping, GST or duties or similar services.
Promotions cannot be applied retroactively to previously placed orders or to orders that have been adjusted.
Free shipping promotions are valid for Australian standard ground shipping within the Australian mainland and Tasmania.
For promotions requiring a minimum order size, charges for shipping and credits from Gift Cards do not count towards the minimum order size requirement.
For promotions where you must buy 1 (or more) item(s) to get a reduction on the second (additional) item(s), the discount will be applied at checkout to the lower priced item.
If merchandise was purchased with a Promotion and subsequently returned, you will be issued a credit or refund at the promotional price and, if the Promotion has expired, it cannot then be applied to a replacement or future order.
If you return a gift that was purchased with a Promotion and the Promotion has expired, you cannot apply the expired Promotion to a replacement or future order.
Promotional items are available only while supplies last; Surf Dive 'n' Ski does not issue rain checks for items that run out of stock.
Surf Dive 'n' Ski can, at its sole discretion, extend or terminate a Promotion at any time.
Unfortunately at this stage Gift Cards are not able to be purchased online. Please visit your local Surf Dive 'n' Ski store to purchase an instore Gift Card. Note, Surf Dive 'n' Ski Gift Cards purchased instore may only be redeemed instore.
We have added a size charts link to each product page that contains a product with sizing. Reference the size charts to help determine your size when ordering. Because sizing and cut will vary between brands, please use this chart as a general guide to compare the various size scales. If you are between sizes or need assistance selecting the proper size please contact us.
To fully enjoy your new products, make sure you read the item's label and follow the care instructions.
Use our online search tool to locate the product. Simply enter all or part of the product name in the search field on our homepage and hit search.
To see a complete list of the brands we currently have on the site, simply click on the "Brands" link in the header. Alternatively you can type the name of the brand into the search box and you will be directed to the brand's landing page.
Log in to your account by clicking on the My Account tab located in the top right hand corner of any page's navigation bar.
1. Enter your email address and password
2. Click on the "Login" button
3. Click on the "Edit" button located next to section you wish to edit
4. Update your new information
5. Click on the "Save" button
If you forget your password, we can email it to your account's email address. If you would like to do that now, please follow the instructions below:
1. Click on My Account located in the top navigation bar
2. Directly under the password field is a link that says "I forgot my password". You will be taken to the password screen, where you will be prompted to enter in your email address
3. Type your email address and click "Reset Password". We will send an email with a password reset link.
4. Click the link inside the email.
5. Enter a new password and click "Reset Password"
Please note: your password is case-sensitive.
Surf Dive 'n' Ski customer service department is available 8:30am-5pm AEST Monday – Friday. Click here to contact us.
You can search for items on Surf Dive 'n' Ski a number of ways. The easiest way is to browse through the categories on the top menu of the site. You can then refine the search by category, brand and size.
Alternatively, you can go directly to your favorite brands and refine through category and size. If you know the style name of what you want, you can enter this into the "Search Surf Dive 'n' Ski" on the top of any page on the site and we will find you everything related to your search.
Once you have found your desired item, click "add it to my cart" to start the order process.
Once you're done shopping, checking out is easy. You may view the items you have added to your cart by clicking "Shopping Cart" button on the menu bar at the top of any page. Once you are viewing the contents of your cart, you may adjust quantities in your cart by changing the number to the right of items, and then by clicking "Update Quantity" after all quantity adjustments have been made. Once you are ready to checkout with the items in your shopping cart, click on the "Secure Checkout" button in your shopping cart. At this point if you have not registered with us before, you will have the option to click on "Register" to sign-up for a new account. If you have already registered with us before, simply sign-in using your email address and the password that you created for the account. Please note that an email address is required for all orders placed on Surf Dive 'n' Ski. You will then be instructed through the steps of adding shipping details, billing information and choosing a payment method. Once the order is reviewed and completed, an order number will be issued on the screen. An order confirmation email will also be sent to your email address straight after the order is finalized. A shipping confirmation email will be emailed once the order has been shipped, which for orders placed before 2pm AEST is the same day. A tracking number will be supplied in the email for your reference. If you have any questions regarding the tracking of your order, please contact our Customer Service Department at your earliest convenience.
Surf Dive 'n' Ski is proud to accept Visa, MasterCard and PayPal as major forms of payment. We do not accept cash, cheques or cash-on-delivery (C.O.D.).
Yes, shopping at Surf Dive 'n' Ski is safe. Our site employs Transport Layer Security (TLS) to encrypt your information and help make sure that only you and Surf Dive 'n' Ski ever see it. In any instance where you suspect fraud, you need to immediately contact your credit card company, many of which now provide online guarantee.
All orders are subject to pre-authorisation checks to ensure sufficient funds are available and to confirm the validity of the payment method. The total amount of the order will be frozen on your account and this amount is taken when the order is despatched. Authorisations will appear as pending charges on your card, but you will only be charged once for a single order when it is despatched. Orders cancelled before shipment will still have this authorisation held. Some credit cards may be subject to a $1 authorisation check which will be released back to you. Some orders may be subject to small charge verification before they are approved for shipment. In these cases a small amount between $0 and $1 will be held on your credit card and you will be asked to confirm this amount to validate your payment. This is not a charge, but an authorisation which will release back to you.
Sure. You may make changes to your order up until your order has begun processing. Please contact us by live chat or email with the order modifications you would like.
Please note that not all changes can be guaranteed as the order may be too far into the shipping process. Ensuring that your order is correct in the Review & Submit section of the site is always the best policy to save any disappointment at a later date.
If your modification cannot be made, please remember that our returns policy is friendly and flexible, so most changes can be made after the order is received.
When your order ships from our fulfillment center, you will receive an email confirmation with your shipment tracking number and a link to the shipping company website. If you have any issues with this, please contact our Customer Service Department and we can assist you.
If you did not receive a confirmation email within a few minutes of successfully placing your order then you may have entered your email address incorrectly. Another reason you may not have received the email is if your ISP flagged our confirmation email as spam. All confirmation emails are sent from CustomerService@Sds.com.au.
Please contact us with your full name and order number and we will confirm your order.
You may cancel your order up until your order has begun being processed. Please contact our Customer Service Department. We will send an email confirming the order cancellation.
To protect your security, we do accept orders via phone and email but not by fax. To place an order please use the shopping cart on our website.
You may instead want to consider saving the items to your wish list for a future purchase. Items that you move to your wish list can later be moved back to your shopping cart, or you can send copies of your wish list to others in hopes of making your wishes come true.
Please note, items added to your wish list do not ensure later availability (You must login to use the wish list feature).
To use the promotional code you have to enter it into the checkout of your order. After you have finished shopping, click on your shopping bag. Underneath the items added is a "Promo/Voucher Code" input. Enter your Promo Code into this section and Click Apply. The discount will then be applied to your order and can be finished as usual.
Please note: Promotional codes can only be used once and cannot be combined with any other discount or promotion.
Our website contains a feature that removes out-of-stock items from the online store, but occasionally an item sells out within the minute you may order. If an item on your order is sold out, we will still ship the available merchandise, and include an explanation in your package about any excluded items. Our friendly staff will do everything they can to accommodate your needs, but popular items are commonly known to sell out quickly. Unfortunately, we are unable to accept back orders.
If you have any Technical Issues whilst using the site, please contact our Customer Service Department and we will assist you immediately.
All prices are shown in Australian Dollars (AUD).
The best way to stay up to date with Surf Dive 'n' Ski is to add yourself to our mailing list. Weekly emails are sent out updating customers on new brands, new stock deliveries and stylish ways to put together outfits.
Yes, we have an extensive range of size guides for our clothing, wetsuits, snow gear, accessories and footwear for men, women and children. They are accessible in the viewing of most items on the site with the sizes available.
Order in time to make it under the tree! We recommend placing your order before 2pm AEST Thursday 17th December to allow enough time for delivery to your door. Please note, delivery times provided by us are estimates only. We will not be held accountable for late deliveries or loss or damage relating to late deliveries.
Once your order is confirmed by email it is processed by our warehouse and dispatch department.
The items are personally folded and enclosed safely in a satchel/box with your personal invoice.
Your address is printed onto the packaging and collected from us personally by StarTrack. We will email you a shipping confirmation email containing what you ordered, where it is going to as well as the tracking number and a link to StarTrack's site.
We are pleased to offer free Australian delivery on all orders over $80 using Star Track Premium.
For orders under $80, we charge a $9.99 flat-rate for delivery using Star Track Premium.
Orders placed before 2pm AEST (business days) will be received between 1-2 working days for metro areas, and between 2-5 working days for regional areas.
We aim to dispatch all orders placed before 2pm AEST (working days only) same day. If your order is placed after 2pm AEST, it will be dispatched the following working day.
Star Track Premium is a no signature required service. This means that the courier will generally leave your order at the front door or letterbox. If your parcel is lost or misplaced, we will happily replace the order pending an investigation. If this method is chosen and your parcel is stolen, we cannot be held accountable. Please contact our customer service department if your order has not has not been received within the recommended time frame. If you will not be present to accept your delivery or you feel that your address is unsafe, we recommend shipping your order to an alternate address, such as your work place.
No. At this stage we only offer express shipping within Australia. For more details on our shipping policy and prices please visit our shipping page by clicking here.
Sometimes, orders can be sent in multiple satchels/boxes as they may have not fit in just one. Please contact our Customer Service Department to check if this is the case. If in the rare chance we have missed an item off your order we will arrange to have a replacement sent straight away.
Sometimes, orders can be sent in multiple satchels/boxes if they do not fit in a single box or are fulfilled from multiple locations. Please contact our Customer Service Department to check if this is the case. If in the rare chance we have missed an item off your order we will arrange to have a replacement sent straight away.
If you receive an incorrect item on your order, please contact our Customer Service Department straight away and we will arrange for the correct item to be sent to you. We will also arrange or reimburse for return postage of the incorrect item.
Yes. We can deliver to any PO Box address in Australia.
Yes. We can deliver to any registered address in Australia.
Unfortunately at this stage we're unable to provide a store collection service. Stay tuned, we're hard at work to change this for you!
All purchases made instore or online between 1st December 2015 - 27th December 2015 will be eligible for an extended returns period until Sunday 17th January 2016. Please note, returns must be in the condition that you received it to be eligible for a refund(s)*.
Our standard returns policy remains for all purchases made for all purchases outside of these dates.
Please click here to read our Returns Policy in detail and view instructions on how to return your item instore or online.
If you receive merchandise that you are unhappy with for any reason, simply return it to us within 21 days, in the condition that you received it and we will happily refund you the cost of the product(s). Please see our Returns Terms and Conditions page for full details.
Returns to the Online Warehouse:
If you are not satisfied with your online purchase you may return items within 21 days of the shipping date. Please follow the simple steps below:
- Sign into your account, click on the [Order History] button and select the order number you would like to return.
- Select the items you would like to return and complete the online return authorization form.
- Print a copy of the return authorization form and include it with your return package.
- Pack all items with your invoice in a secure carton or reuse the original packaging. Please ensure that all boxed items are securely enclosed in a satchel as we are not able to accept them if damaged.
- Attend your local Post Office and send to the returns address:
SDS Online Store Returns,
131 Millaroo Drive,
Helensvale QLD 4212
For security and peace of mind, we strongly suggest using insured registered post as we are not liable for lost return parcels. Please allow up to 7 business days for us to receive your merchandise.
Once received in our warehouse, we will inspect and process the goods within 48 hours to ensure you receive your refund as quickly as possible. To keep you informed, we will email you confirmation of your refund, and how it is being processed to your original form of payment. In most cases, refunds should hit your account within 1-5 business days.
We also accept returns at any one of our stores nationwide. If you would prefer to return your purchase to a store, please bring a copy of your order invoice and ensure all items are in an original, un-worn condition with tags. Click here to find your closest store.
Returns made instore will be processed via original form of payment. The exception will be if you have paid with PayPal. If you used PayPal, you will be refunded in the form of an SDS Gift Card for the equivalent value. Alternatively, we can send your return on your behalf to the online returns warehouse for processing, where you will be directly refunded to your PayPal account from the online returns warehouse. Please allow up to two business days from the time the return is received for the refund to be processed.
Once received in our warehouse, we will inspect and process the goods within 48 hours to ensure you receive your refund as quickly as possible. So you are kept informed, we will send you an email confirming your refund, and how it is being processed to your original form of payment.
Refunds for credit card payments will be automatically issued to your bank account, please allow 2-5 business days for the refund to show in your account due to bank processing time.
Refunds for PayPal payments will be issued back to your PayPal account within 24 Hours of your email confirmation of return. In the unlikely event that you do not receive an email from us within 10 days of posting your order back to us, please contact our Customer Service Department and we will help you to find it. If you have a tracking number for this parcel, please inform us of this.
If the returned item was damaged, defective or if we shipped you the incorrect item we will gladly pay for the return shipping cost upon assessment, as well as the shipping for the new item.
In the case of reimbursement of shipping, a receipt is required to be sent with the return.
If the returned item was what you ordered but turned out to be not exactly what you were hoping for (i.e. you weren't happy with your choice of size, colour, style) then we ask that you pay for the cost of returning that item to us. We think that's only fair.
Please see our Returns Terms and Conditions page for more details.
Online Store Returns,
131 Millaroo Drive,
Helensvale QLD 4212
We are very sorry if the amount refunded was incorrect and are more than happy to fix this for you. Please contact our Customer Service Department and we will sort it out straight away. Please ensure you have your order number or name at the ready so we can find the relevant information to help you as quickly as possible.
We are very sorry if your request was not met. We will attempt to contact you, however if no contact can be made we will process and return your funds as quickly as possible, so not to hold up your funds. You can then reorder another item that you may like in your own time. If you were expecting a refund and your request was not met, please contact our Customer Service Department.
If any of the items in your order were faulty, damaged or incorrect, please contact our customer service team to arrange a return authorisation number. We'll also send you a free shipping label so you don't have to pay for the item to get back to us. Click here to contact our Customer Service Department.