FAQ

Frequently asked questions

Mission Statement


AYO Surfboards mission is to nurture and inspire a connection with surf, the ocean, art and culture by creating premium, performance surfboards that are innovative and unique.




Our Surfboards and Products


Our motivation is to deliver quality craftsmanship and high performance surfboards, as well as our range of accessories. We’re passionate about sourcing only finest quality custom designed materials from all over the world for our products. We bring each unique surfboard to life with specially trained AYO Surfboards craftsman, through advance manufacturing facilities and unique processes.




Our Team


AYO Surfboards operates only due to the passionate team behind it. Together, we embrace diversity and work collectively as a team to create a place where each team member is given the opportunity to shine and prosper in their role through hard work and dedication. Treating each individual with respect and dignity is of high importance to us, and what we stand for as a global brand and business.




Our Customers


Delivering a superior level of customer service is important to us. It is a priority to instill the positive energy that encompasses surf culture, through each phone call, email and interaction with our consumers. It is our goal to uplift and inspire them – if just for a few moments of their day. Our customer connection extends far beyond an exchange of product. Each and every relationship is valued.




Disclaimer


Due to changing market forces and other extenuating circumstances that affect product availability, and price stability we reserve the right to withdraw any product we advertise and change prices without notice. Information contained throughout the web pages and in our database is believed to be accurate and reliable at the time of publishing. There may be misprints, human errors, and omissions. We reserve the right to make changes and corrections in prices, products, and specifications without notice. Images displayed on this web site should be regarded as illustrative and informational purpose only.The actual products are often not identical to the images.




Placing Orders


All orders placed are subject to confirmation and acceptance by AYO Surfboards. AYO Surfboards may vary prices for received orders in the event of price changes. In the case of price increase, you may cancel the order by giving notice to AYO Surfboards, which must be received within seven days of the price increase notification. To minimize errors and improve efficiency, orders should be placed using our on-line ordering system whenever possible. Other forms of ordering are accepted only if our on-line ordering system is malfunctioning or you have difficulty using it. Other ordering methods include E-mailing our sales, phoning or submitting order by fax. For some organizations where a purchase order is necessary, we still encourage the orders to be placed online and followed by a summarized purchase order. Quantity in stock does not take into account the orders already placed which are yet to be processed. It is possible that an order placed earlier will receive the allocation of the part in which the quantity for it showed as in stock at the time of your order. Inventory discrepancy can also affect the accuracy of the stock status displayed on our web site. Any attempt to cancel an order must be made as soon as possible. Cancellations attempted after the dispatching will result in the customer having to pay the shipping and handling charges on the package and the cost of shipping the package back. Cancellations may be communicated by email or Fax.




Shipping


Estimated shipping times: 3 - 10 business days (Australia) 1- 5 business days (USA) 2- 7 business days (International) We do not ship to PO Boxes for surfboards. We do not ship to third party addresses unless that address is known and can be verified by AYO Surfboards. Customers are responsible for paying any freight charges incurred by refused shipment and unclaimed goods. AYO Surfboards will make every effort to deliver on time. However, we shall not be held liable for delay or lost shipment. Customers are responsible to have someone at the delivery address to accept the delivery. Any delivery requests must be made prior to the shipment of the order. Cost for re-delivery attempts will be passed to the customers if the delivery address is unattended at the time of delivery. When your order is shipped you will be sent an E-mail confirmation which will include an order number which can be used when enquiring about your order. For international orders, any duties and taxes owed at the time of import will be payable by the recipient. As duties and taxes vary based on the value of goods and receiving country, estimated duties and taxes amount can only be made available to the customer when inquired prior to ordering.




Return and Refund


There will be no credit given on order price difference, due to price drops. Please select carefully at the time when you place your order. There are no returns on custom order surfboards. Return for other products for refund will only be accepted within 7 days of you receiving the goods. A restocking fee of 15% (or $15 whichever is greater) of the purchase price will be deducted. Returned goods must be in its original condition and include all the original packaging. Shipping and handling cost are not refundable. This return for refund policy is applicable for change of mind, and lack of expertise for use of product. You must pay all cost associated with the return shipping. Any incorrect, missing or damaged items received must be reported to AYO Surfboards within 24 hours of you receiving the delivery. This can only be done by E-mail or Fax. If item(s) received is not what was ordered please do not open the sealed package in which it was sent. Any attempt to use the incorrect item will be deemed to be acceptance by the customer of the item(s) as a satisfactory substitute for the one that was ordered and no further claim can be raised thereafter. AYO Surfboards owns the title of any extra goods shipped with your order that have been despatched in error.




Warranty Claim


All surfboards sold by AYO Surfboards come with a warranty to be free from any manufacturing defects or faults. Surfboards are NOT warranted against breakage. This warranty is not transferable. Goods under warranty cover will be replaced or repaired by the manufacturer. No refund can be provided under any circumstances. Warranty only covers the item(s) sold by AYO Surfboards. A large percentage of returned goods are found to be, not faulty. If the returned goods are determined by AYO Surfboards to not be faulty, then all returning shipping fees will be worn by the customer. We will seek the permission from the customer to charge this cost to the customer's credit card where possible. Failing this, the goods will be sent back by UPS, FedEx, USPS or other licensed freight carrier. AYO Surfboards also reserves the right to charge the labour cost for examining these goods where no fault was found. All warrantees are voided if returned product is found in any way to be mishandled, misinstalled, modified, tampered, abused, physically damaged. Please attach a copy of the original invoice or provide the original invoice number. A detailed fault description sheet must be sent together with all the returning warranty goods. Customer is responsible for any shipping and insurance cost involved in sending the warranty claim goods back to AYO Surfboards. AYO Surfboards is not responsible for any parcel missing in transit, on its return back to AYO Surfboards.





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