Our policy for Returns and Exchanges is meant to give you full confidence when purchasing products on our website. If you have bought one of our products from a shop, please follow up with the shop directly and we will partner with that shop to assist however needed.

Having the right equipment can make or break your surfing experience, so we want to make sure you have the perfect set up. However, the best resources to ensure you choose the right model and size are 1) our Volume Calculator and 2) referring to your prior surfing experiences on other surfboards (see below for more on this). 

When are Claims accepted?

We accept Return or Exchange Claims for up to 30 days after purchase, for unused, full-price items only. Surfboards cannot be waxed, have traction applied, have been in the water, or have any dings or previous repairs. Accessories must be returned in their original packaging.

Exchange Process

First, we’ll ask you to send us an email so we can start your Exchange Claim. From there, someone from our Customer Service team will discuss your options with you. A few points to note:

Surfboard Exchanges will require you to pay the returned board’s Shipping cost, plus the exchanged board’s Shipping cost. You will also be responsible for any damages associated with Shipping, so please pack your product carefully. 

Surfboards cannot be waxed, have traction applied, have been in the water, or have any dings or previous repairs.

Accessories Exchanges are free, we’ll cover the returned item’s shipping cost and the exchanged item’s shipping cost.

Accessories must be returned in their original packaging.

Return Process

First, you’ll email us to start your Return Claim. If your Claim is approved, someone from our Customer Service team will provide you with a Shipping Label and instructions on how to Return the item. This Shipping cost will be deducted from your Refund (we cannot Refund the original Shipping cost either). We will then email you to notify you that we’ve received your returned item, and will let you know if the Refund has been approved. If your Refund is approved, you should see your refunded funds within 2-3 business days.

Please note that surfboards cannot be waxed, have traction applied, have been in the water, or have any dings or previous repairs. Accessories must be returned in their original packaging.

Late or Missing Refund

If you haven’t received a Refund after 5 business days, first give your credit card statement one more look. Next, you’ll want to contact your credit card company, as it may take some time before your Refund is officially posted. If the credit card company still cannot confirm, contact your bank. There can be additional processing time before a Refund is posted. If none of that has worked, let us know on the same email thread you’ve been using to communicate with us.

Filing a Claim 

To get started on either a Return or Exchange Claim, choose the correct email address from the below list and please indicate either RETURN or EXCHANGE in the Subject Line:

• usa.support@firewiresurfboards.com (United States Orders)
• aus.support@firewiresurfboards.com (Australia/New Zealand Orders)
• eu.support@firewiresurfboards.com (Europe Orders)
• uk.support@firewiresurfboards.com (United Kingdom Orders)

In the email, please be sure to include the following information, or we will not be able to get started on your Return or Exchange Claim:

• Order Number
• Full Name
• Shipping Address
• Phone Number
• Proof of Purchase

Our Customer Service team will reach out to you directly as quickly as we can. Please note that simply starting this process does not guarantee your Return or Exchange - our experienced team will inspect your items and let you know if your request is approved.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a Gift Credit for the value of your Return in the form of a Voucher. Once the returned item is received, a Voucher will be provided to you. 

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a Refund to the gift giver and they will be notified of  your Return Claim. 

Your Best Resources

Start with our Volume Calculator, and when referring to your prior surfing experiences, consider these questions:

Q1) Are you catching waves really easily but feeling like the arc of your turns are too wide and you’re speeding past sections?

A1) Try less volume, -0.5 liters or so, giving you sharper rails that grab the wave face better. Or, if you’re riding a groveler like the Seaside or Sweet Potato, try the same volume in a performance shortboard shape like the FRK+, Sci-Fi or Cymatic. These performance shortboard shapes are less focused on wave catching and more focused on ripping.

Q2) Are you ripping in great waves on your shortboard but struggling on the weak and gutless days?

A2) Try more volume, +1.0 liters or so, to catch waves more easily. Or, if you’re riding a performance shortboard like the FRK+, Sci-Fi or Cymatic, try the same volume in a groveler shape like the Seaside or Sweet Potato, because these are wider and flatter which greatly benefit your wave catching ability.