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Customer Service

Customer Service FAQs for Lost Surfboards Australia.
  • Ordering

    How long will it take for my surfboard to be manufactured?

    It depends on each surfboard model, the construction, artwork, glassing and shape you have ordered. Current production lead times for surfboards that were ordered and weren't available in stock will be specified in your order confirmation email. You can log into your account on our website to check the status of your surfboard order at any time via the "Track My Surfboards" link. Feel free to contact us HERE to inquire about surfboard order times and to check up on your board. Please include your receipt ID (Eg: Receipt #5073f6f76468e).

    What Types of payment do you accept? Oz Pty Ltd is proud to accept most major credit cards, Zipay and Afterpay. We do not accept cash, cheques or cash on delivery.

    Can I make a change to an existing order?

    Sure. You may make changes to your order up until your order has begun being processed. Please contact us HERE or by phone 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 by phone or email?

    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.

    Thinking of removing items from your cart?

    On the checkout page, prior to clicking “Buy Now” simply click the small red remove icon to remove any item listed in your order. If you would like to then add this product again, click the small green icon to then add this product to your order again.

    What happens if something I order is out of stock?

    The Oz Pty Ltd inventory system removes out of stock items from the online store, but occasionally an item sells out within seconds of your order confirmation. If an item on your order is sold out, we will still ship the available products and you will be contacted with an explanation. If your order has been charged you will be provided with a full refund immediately. Our customer service team will do everything they can to satisfy your order, but popular items can sell out quickly.

    What if my credit card shows multiple charges?

    All orders are processed as one charge. If for any reason you have multiple charges when you have only processed one order, please contact our Customer Service Department HERE immediately for assistance, if the charge needs to be removed.

    What If I am ordering and there is an error in the checkout?

    If you have any Technical Issues whilst using the Oz Pty Ltd site, please contact our Customer Service Department and we will assist you immediately HERE.

    Where is my confirmation email?

    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. Please contact us HERE. Please provide your full name and receipt number that is provided when your confirmation email fails on the confirmation page. (Eg: Receipt #5073f6f76468e)

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

    How do I know where and when to Pick Up my surfboard?

    You can select to Pick Up your surfboard from our factory in Tweed Heads, NSW. You will be notified via email when your surfboard is ready to collect. NOTE: You will be required to present ID (eg. drivers license, bank card) when picking up your surfboard or you can provide your Oz Pty Ltd receipt ID detailed on your confirmation email (Eg: Receipt #5073f6f76468e).

    What currency are Oz Pty Ltd prices displayed in?

    All prices are shown in Australian Dollars.

    How do I keep up to date with sales, new surfboards and surf hardware on the Oz Pty Ltd?

    The best way to stay up to date with Oz Pty Ltd is to Subscribe to our mailing list and follow us on Instagram @lostaustralia. Emails are sent out updating customers on new board models, new stock deliveries and surf hardware releases.

  • Returns and Replacements Oz Pty Ltd reserves the right to vary from this policy on a case by case basis. Warranty claims with Surf Hardware (Fins, Leg Ropes Etc.) needs to be filed directly with the manufacturer of the product.

    If policy variance has been granted in writing or via email by Oz Pty Ltd and a product needs to be returned, a return merchandise authorisation (RMA) number is required before sending the product back to Oz Pty Ltd.

    How do I return something I buy on Oz Pty Ltd? Oz Pty Ltd reserves the right to vary from this policy on a case by case basis. Warranty claims with Surf Hardware (Fins, Leg Ropes Etc.) needs to be filed directly with the manufacturer of the product. To return a product you need a return merchandise authorisation (RMA) number before sending the product back to Oz Pty Ltd. An RMA can be obtained by contacting Oz Pty Ltd HERE. All refunds are subject to product inspection upon return. A refund will be processed after the product has been inspected.

    Surfboards: All surfboards are manufactured specifically for the individual customer. Therefore, all sales are final. Any manufacturing defaults need to be taken up with the surfboard manufacturer. Oz Pty Ltd will do everything in its power to help its customers with product issues. Please contact us HERE with any issues.

    Clothing and Surf Accessory Returns (t-shirts, leg ropes, tail pads, surfboard fins): Once the product has been returned by the customer. The new product will be sent out as soon as the returned product has been inspected upon return. Please contact us HERE to obtain an RMA or for any other questions.

    In the case of an incorrect item being shipped out, or the product has been damaged in transit please contact us HERE to obtain an RMA.

    For more information check out our full Terms and Conditions.
  • Shipping and Delivery


    The special instructions box on the delivery page of the checkout is used for any instructions to help the driver make delivery of your order (e.g. “Second house up the driveway”, “Office hours 8-5″). Drivers are unable to grant specific requests such as “Deliver between 1-2pm” or “Leave parcel inside gate around the corner”. Lost Oz Pty Ltd cannot be held responsible if your instructions are not followed.


    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 (i.e. PU foam, epoxy, etc.) can affect the time of completion and delivery of a surfboard. Build time for custom surfboard orders will be specified in your order confirmation email.

    The delivery times provided by are estimates only. Lost Oz 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. Oz Pty Ltd cannot be held responsible for incorrectly entered delivery addresses.


    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 HERE 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.
  • Viewing Orders
    To view your order status and update your details simply click on the icon at the top of the page or select VIEW MY ACCOUNT. From here you can view your recent orders as well as find the progress of any boards that are in production.

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