• Order Delays - System Maintenance

    Due to system maintenance, all orders will experience a slight processing delay. We expect your order to ship no later than 2/4. Tracking information will be provided once your order has shipped. We appreciate your patience as our teams work as quickly as possible to get you your order.

  • When will my order ship?

    Orders placed with a standard shipping method will take 2-3 business day to process.

    If you selected an expedited shipping method, the processing time is 1-2 business days.

     

  • How can I track my order?

    You will receive a shipping confirmation email once the order has shipped from our warehouse. It will contain information to track your order. You can also view the tracking information by clicking here

    Please keep in mind that delivery time frame begins calculating once order has shipped out of the warehouse.

     

  • Can I cancel an order?

    Our system is designed to process and ship orders as quickly as possible. We are not able to modify or cancel an order once it has been placed. You are welcome to return items you no longer wish to keep once they have been received.

    Please visit our Return Page for further assistance here.

     

  • How do I return an item?

    For all Billabong Crew members, return shipping labels are FREE. 

    For all other guests, return shipping labels are $5.95. This amount will be deducted from your refund.

    • Click Here to select the item(s) to be returned and print your return label.
    • Drop your package off at any USPS mail location.

    Once your return has been received by our warehouse, please allow up to 7-10 business days to complete. Additional processing time may occur depending on your financial institution before the funds appear on your account.

     

  • How do I check the status of my return?

    Please visit our Order Status and Returns Page by clicking here. Note: All returns take 7-10 business days to complete from the day our facility receives it.

     

  • What is your return address?

    Unfortunately, our returns address is not available. All returns must be processed through our Order Status page. Any unauthorized return labels will not be processed and sent back to sender.

    Please visit our Order Status Page here to start a return.  

     

  • How do I submit a warranty claim?

    If you would like to start a warranty claim, please click here to review our Warranty Policy and requirements.

     

  • How can I unsubscribe from Newsletters?

    Located at the bottom of every email, there is an "Unsubscribe" link. Please click this link if you wish to unsubscribe and no longer receive our newsletters.

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    If you're unable to unsubscribe and need additional assistance, please contact Customer Service here.

     

  • How do I check my order status?

    Please visit our Order Status and Returns Page to check the current status of your order by clicking here

     

  • What are your shipping rates?

    Shipping Methods & Timelines

    Standard/Ground Order Processing: Allow 2-3 business days (excluding weekends & all U.S. federal holidays) for processing before order ships from our warehouse. 

    US PO Box Shipping:  PO Boxes & APO/FPO addresses are limited to only Standard shipping method.  UPS Ground or Expedited shipping methods are unavailable at this time. 

     
    Delivery Time: Time begins calculating once order has shipped from the warehouse. Please allow 24 hours for your tracking number to update from when the order has shipped.

     

    2021 Holiday Shipping Methods and Cutoff Dates

    To ensure you receive your order by 12/24, please see the shipping cutoff dates below.

    2021 HOLIDAY SHIPPING

    Shipping Method

    Place Order By Midnight PST
    Ground December 13th
    Second Day December 20th
    Next Day December 21st
    Orders placed after the cutoff dates will still be processed regularly but may experience some delays in transit due to the busy shopping season.

     

    Standard Shipping
    Shipping Destination Cost (Orders under $65) Cost (Orders over $65) Estimated Delivery Time
    Continental U.S. $5.00 FREE 2-6 Business Days*
    Alaska, Hawaii $8.00 FREE 10-14 Business Days*
    U.S. Territories, APO/FPO  $5.00 FREE 4-6 Weeks*

     

    Ground Shipping
    Shipping Destination  Cost Estimated Delivery Time
    Continental U.S. $8.00 1-5 Business Days*
    Alaska, Hawaii $12.00 1-5 Business Days*

     

    Second Day Shipping
    Shipping Destination  Cost Estimated Delivery Time
    Continental U.S. $15.00 2-3 Business Days*
    Alaska, Hawaii $20.00 2-3 Business Days*

     

    Next Day Shipping
    Shipping Destination  Cost Estimated Delivery Time
    Continental U.S. $20.00 1 Business Day*

    * excludes Custom items

    Custom Items
    Estimated Delivery Time
    4-8 Weeks

     

  • Where do I enter my promo code?

    To apply a discount code to your order you would need to go to your cart (before submitting payment/billing/shipping info), on order summary, you should be able to see the text "Enter Promo Code or Loyalty Voucher" By clicking the text, a text box should appear where you can paste your code!

    For loyalty benefits, you can redeem by simply signing into account within the cart and click redeem on eligible vouchers.

     

  • How do I become a loyalty member?

    You can join the Loyalty program in-store or online here.

    For further information regarding Loyalty, please visit our terms and conditions page.

     

  • Can I cancel or return my custom product?

    Each custom product is made specifically to your specifications and as a result, your orders can't be modified, cancelled or returned.

    With the configurator on the product detail page, you will have a chance to review your design choices in a 360° viewer and make changes before you add to cart. This is very important because a customized products cannot be returned and your purchase is non-refundable. Please ensure you are happy with your custom product before you proceed to purchase.

     

  • How do I purchase a gift card?

    Physical gift cards are available for purchase only at select retail stores. E-gift cards are not offered or sold at this time. To see if you have a store near you please click here.

     

  • How do I redeem my gift card?

    Gift Cards are not redeemable online at this time, physical Gift Cards can be used at retail store locations within the United States. 

     

  • How long will it take to receive my custom product?

    Custom wetsuits take 7-10 weeks to build. Custom boardshorts take 6-8 weeks to build. All custom products are manufactured to your specifications. Once the order has been completed, you will receive an email confirmation providing tracking for your order.

    If you purchased other products with your custom product, you will not receive your shipping confirmation email until your custom product has been shipped.

    Custom products can only be shipped within the United States. Custom products cannot be shipped to PO boxes or APO/FPO addresses.

     

  • When will I get charged for my custom product?

    Your credit/ debit card will be charged immediately upon placing your custom order. If other items are ordered along with a custom product, your form of payment will not be charged until they ship out of our warehouse.

     

  • What is your return policy?

    We’ll gladly accept merchandise purchased online within 30 days for return as long as the item(s) meet our return guidelines.

    Please visit our Returns Page for guidelines and additional details by clicking here.

     

  • Do loyalty members receive Free Returns?

    We offer free returns to our loyal members on all eligible purchases (excluding returns from Canada) made online within all 50 U.S. states, and APO/FPO addresses.

    Please click here to review our return policy and start your return.

     

  • How do I check the status of my warranty claim?

    Once we receive your email, one of our warranty coordinators will reach out to you with the next steps to get your claim processed via email. Warranty claim shipments sent in without prior approval will be returned to sender. Please visit our Warranty page for further assistance here.
    Please allow up to 7-10 business days for your claim to be received and processed.

    Note: Customer Service does not have the ability to check the status of your claim.

     

  • Why was an item cancelled from my order?

    Unfortunately, orders or parts of an order may be cancelled by our system for various reasons.

    Possible reasons include: We are unable to ship to the address provided, your item has become unavailable at the time of packing, or we are having difficulty processing your payment information.

    If your order/ item(s) are cancelled, you will receive notice via email. Please keep in mind that you will not be charged for any cancelled item(s)/ order.

     

  • What if there’s a problem with my shipment?

    Please note shipping carriers are currently experiencing extended delays due to overwhelming volume. Please be patient and allow 5-7 business days for your tracking information to update once you are notified of shipment.

     

  • Am I charged sales tax?

    Sales Tax

    State laws require that we charge applicable sales tax on orders shipped to the following states:
    Arizona, California, Colorado, Connecticut, Florida, Georgia, Hawaii, Illinois, Iowa, Kentucky, Maine, Maryland, Massachusetts, Michigan, Minnesota, Nebraska, Nevada, New Jersey, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, Texas, Utah, Virginia, Washington, West Virginia, Indiana, South Dakota Tennessee, Vermont, and Canada.


    We do not charge sales tax on the purchase of Gift Certificates. However, items purchased with Gift Certificates will be taxed if shipped to the states mentioned above.

     

  • What payment methods do you accept?

    The following payment options are accepted online. 

    • American Express
    • Discover
    • MasterCard
    • Visa
    • PayPal
    • AfterPay

    Credit/ Debit cards are required to have a valid US billing address.

     

  • Do promotion codes have restrictions?

    Each promotion code has unique restrictions and guidelines. Please refer to your specific promo code terms and conditions, located at the bottom of each voucher.

     

  • Do promo codes expire?

    Each promotion code has unique restrictions and expirations. Please refer to your specific promo code terms and conditions..

     

  • How does AfterPay work?

    Please see all AfterPay details by clicking here.

     

  • How do I know what size I need?

    We have suggested measuring tips that you will help guide you to the correct sizing when you are shopping for products. The Size Guide is right under the sizes available at the time of shopping.

     

  • When will I be charged for my order?

    Initially, your credit/ debit card will hold a pending authorization at the time of order submission, however, your card is not fully charged until your order has shipped out. Most orders ship within 2-3 days of receiving your order. You will receive a shipping confirmation email once the order has shipped from our warehouse, with the exception of custom product.