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Home Customer Service FAQ



How do I sign in?

If the user name and password you’ve used in the past is no longer working, you may need to create a new account. We apologize for the inconvenience. We recently gave our site an exciting new look and behind-the-scenes overhaul. We hope you like it!

Why is my personal information no longer in My Account?

We recently gave our site an exciting new look and behind-the-scenes overhaul. We hope you like it! If you created an account with us October 9, 2018 or earlier, you will need to create a brand new account. Your new account will not have the information you had stored in your old account. We apologize for the inconvenience. However your new account will offer many new benefits like points for purchases, exclusive perks, and rewards. Please contact customer service if you need any assistance with your new account.

What is the Billabong Crew?

The Billabong Crew is our free loyalty program that offer points for all your purchases, rewards and benefits.

How do I join?

All you need to do is create an account. You will instantly receive 100 points just for joining, plus 20% off your next purchase.

What are the benefits?

Benefits include a $15 reward for every 200 points you earn and a variety of exclusive benefits.

How do I earn points?

You earn one point for every one dollar you spend. As soon as your Billabong Crew account holds 200 points, a reward will be created. You will receive an email advising you that a reward is available in your account. Alternatively, you can log into your My Account and your available rewards will be listed on the Billabong Crew Rewards page.

Do Billabong Crew rewards and benefits expire?

A $15 reward is valid for 60 days from the date it is issued. Additional Billabong Crew benefits like welcome, birthday and anniversary discounts are valid for 30 days from the date they are issued. You can view all of your available rewards and benefits on the Billabong Crew Rewards page of My Account.

What happens if I return an item?

If you received points when you purchased the item, then those points will be removed from your account when the return is processed. If no points were earned on the purchase of the item, then no points will be removed.

How do I reach the next level of the Billabong Crew program?

Member status is awarded based on point accumulation over a rolling 12 month period.

• Bronze Members: accumulate 0 - 499 loyalty points within a rolling 12 month period.

• Silver Members: accumulate 500 - 999 loyalty points within a rolling 12 month period.

• Gold Members: accumulate 1,000 or more loyalty points within a rolling 12 month period.

Where can I see my points, rewards and benefits?

You can view your points, rewards and benefits any time by logging in to your Account and visiting the Billabong Crew Rewards page.

My purchase doesn’t appear in my points balance, what should I do?

Points awarded for your purchases will appear in your account within 48 hours, as long as you logged in to your account in checkout. If you were not logged in, you will not receive points for your purchase.


What payment methods do you accept?

We accept PayPal, Visa, MasterCard, American Express and Discover.

When will I be charged?

Initially, your credit card will hold a pending authorization at the time of order submission however your card not be fully charged until your order has shipped. Most orders ship within two days of receiving your order. You will receive a shipping confirmation email once the order has shipped from our warehouse.

How do I redeem my gift card?

Please Contact Customer Service.

Is your site secure?

Our secure servers protect your information using advanced encryption and firewall technology throughout the ordering process. Most browsers will show a lock icon in the bottom status bar on secure pages. Look for this icon on any web page that asks for your personal information. To further ensure your security, we use state of the art SSL (Secure Sockets Layer) encryption to protect your personal information from unauthorized use. View Privacy Policy.


What are your shipping rates?

Please visit our Shipping Page for details.

When will my order ship?

Most orders ship within two days of receiving your order, excluding weekends or holidays. You will receive a shipping confirmation email once the order has shipped from our warehouse.

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.

What if there’s a problem with my shipment?

Please Contact Customer Service.

How do 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. Please contact us if you require further assistance.


What is your return policy?

Unused product may be returned using our free return shipping labels within 15 days of purchase, or 30 days if you have a Silver or Gold Tribe account. Please visit our Returns Page for details.

How do I return an item?

Please visit our Returns Page for instructions.

How do I exchange an item?

Due to high demand, we do not offer merchandise exchanges. If you wish to exchange an item, you will need to return the unwanted item for a full refund. Please visit our Returns Page for instructions. Tip: You'll get the right product fastest and lower the risk of it selling out if you place the second order while returning your first order.

How do I submit a warranty claim?

Warranty claims can be submitted through our Warranty Form.


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.

If you feel the product was made incorrectly. Please contact customer service for information regarding a defective product.

How long will it take to receive my custom product?

Please allow approximately four to five weeks to receive your custom product. You will receive an order confirmation email within 24 hours of completing your purchase. Approximately 4 weeks after your custom product is made and leaves our California warehouse, you will receive a shipping confirmation email. All custom orders are shipped via UPS Ground. Shipping rates are provided during the checkout process.

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 and Canada. Custom products cannot be shipped to PO boxes or APO/FPO addresses.

When will I get charged for my custom product?

Your credit card will be charged immediately upon placing your custom order.


How do I use my Bro Form card?

We’ve recently made things easier for you!  If you are trying to redeem a Bro Form card you received before December 2018, go to the Broform site and enter your 7 digit code. PINs, which may appear on your card, are no longer required. If you need help with your card, please Contact Customer Service.

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