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  • You’re getting warmer…  New Wetsuits Have Arrived  Shop Men's Shop Women's

    You’re getting warmer…  New Wetsuits Have Arrived  Shop Women's Shop Men's

  • Free Shipping and Returns for Billabong Crew Members. Join Now Sign In

    Free Shipping and Returns for Billabong Crew Members. Join Now Sign In

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Customer Service FAQ

FAQ

PAYMENT

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.

SHIPPING

What are your shipping rates?

Please visit our Shipping Page for details.

When will my order ship?

We're currently experiencing high order volume. Please expect shipping delays of up to 3-5 business days. Don't worry, we are working as fast as possible to ship your order. We will provide tracking information once your order is processed. We appreciate your patience.

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?

CARRIER DELAYS: 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. For more information regarding UPS delays, please click here. We apologize for any inconvenience these delays may cause and thank you for your continued patience.

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.

Can I ship my order to a PO BOX? 

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

Orders shipping to Canada are unable to ship to PO Boxes at this time. Please make sure to enter a physical address to avoid any issues with your shipment.

RETURNS & WARRANTY

What is your return policy?

We’ll gladly accept unworn, unwashed, or defective merchandise purchased on billabong.com for return or exchange. For Billabong Crew members, return shipping labels are free if returned within 30 days. For all other guests, return shipping labels are $5.95 for any number of items. 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?

We are unable to offer exchanges at this time, however we do accept returns. We ask that you return the original merchandise for a refund and proceed to place a new order for the appropriate item. Please visit our Returns Page for instructions.

How do I submit a warranty claim?

Warranty claims can be submitted through our Warranty Form.

CUSTOM ORDERS

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 7-10 weeks to receive your custom product. All custom product is 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 card will be charged immediately upon placing your custom order.

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