FAQ
ORDERS
1. Can I cancel or change my order?
One of our biggest priorities is making sure you get to use your Quobba Fins as soon as possible, therefore we work closely with our warehouse to ensure minimal time between ordering and shipping.
Because of this, we are not always able to cancel or change the content/address of your order.
However, if you made the order within the last 24 hours, please reach out to our Customer Service on orders@quobbafins.com
If we are not able to cancel it, once you receive your order, you can simply process it as a return and get a full refund. Note that you must have received the order prior to initiating a return.
2. I have received the wrong items
If you've received the wrong item(s), please contact our Customer Service.
Please include an overview photo of the product you've received. We'll do our best to handle this as quickly as possible!
For wrong items Quobba Fins will pay the full amount of return cost.
RETURNS
1. Can I exchange my product into something else after receiving it?
The Quobba team will always try their best for you to end up with the perfect set of Quobba fins.
Please contact our Customer Service on orders@quobbafins.com
2. I want to return my order
Having second thoughts? No hard feelings!
Before we get the ball rolling, please make sure of the following for your return to be approved:
- The return is initiated within 30 days of your order date.
- The product is unused and undamaged.
- All labels/tags are still attached to the product.
Should the criteria mentioned above not be fulfilled, the product will be sent back to you and you won’t be refunded.
Should the criteria mentioned above is fulfilled, the customer will cover the return shipping cost.
However, contact orders@quobbafins.com to discuss your particular situation.
3. How much does it cost to return?
Due to the wide number customer locations it is better to contact orders@quobbafins.com to get an accurate cost.
If you have receive the wrong items, please refer orders item 2.
RETAILERS
1. Product availability
We have no overview of in-store product availability of our retailers.
If you would like to know where is the nearest shop selling Quobba Fins products, please contact orders@quobbafins.com
2. Can I become a reseller?
Awesome that you’re interested in becoming a reseller of Quobba Fins.
Please contact info@quobbafins.com if you are interested.
After that, our sales team will review your application and get back to you.
SHIPPING
1. What's the delivery time?
Our delivery time will vary depending on your location. Included in the below estimate is the processing time of up to three business days that our warehouse requires to process, pick, pack and prepare your order for shipping.
Our delivery time* is currently:
- 5-10 days with Express for Europe
- 5-7 business days with Express shipping for US & Canada
- 3-5 business days for Australia and NZ
- For other locations please email orders@quobbafins.com
As soon as your order is shipped, you'll receive a shipping confirmation from us with details on how to track your order.
Have in mind that business days are considered Monday till Friday as our warehouse does not work or process orders during the weekend.
2. I can't track my order
The shipping carrier will reach out in a separate email/SMS with more information about the delivery of your order.
You will only be able to receive the tracking information as soon as the courier has received and processed the item.
Please, contact us on orders@quobbafins.com is you need any more information.
3. Do I have to pay customs or taxes?
Your order of Quobba Fins includes free shipping to any worldwide destination.
However, some orders may be subject to local charges. Any customs or import duties and associated fees are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. We have no control over these charges and cannot predict what they may be. Quobba Fins cannot be held responsible for any additional charges on your order, nor can we accept a return of the order in this case. Customs policies vary widely from country to country, so please contact your local customs office for further information. If you refuse to pay these charges your parcel may be abandoned, and Quobba Fins will not be held responsible for any loss of funds as a result of this occurrence.
We cannot mark International orders as a gift in order to bypass or reduce any customs fees. This is an illegal practice and as an established business we will not do this.
4. What countries do you ship to?
Worldwide.
Quobba Fins is a surfing company made for surfers from surfers. We understand surfers could be anywhere on planet earth.
The Quobba team will try their best for you to receive the fins wherever you are.
WARRANTY
Quobba® warrants any product against manufacturing defects for 1 year from date of purchase. This does not apply to any product that is damaged from misuse, inappropriate use or by normal wear (such as hitting rocks, reef, sandbars etc.). Quobba® fins are designed to break away upon impact to help prevent damage to the fin box and/or surfboard.
Quobba® will not be responsible for any costs, losses or damages incurred as a result of loss or misuse of our product.
PAYMENT INFORMATION
1. What payment options do you accept?
We accept most common methods of online payment.
The webpage is hosted on Shopify so the customer feels maximum security when payment transaction.
If you would prefer to pay by bank transfer that's okay.
Please contact orders@quobbafins.com for our bank details.
2. I am having issues at checkout
If you are having issues at checkout please contact orders@quobbafins.com
Let us know what product you are interested in and we will immediately prepare a manual invoice.