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FAQ'S 

PAYMENT


WHAT PAYMENT METHODS ARE ACCEPTED ONLINE?

Our checkout is currently compatible for use of most major credit cards (Visa, Master Card and Q Card) and Laybuy is available to those with a Laybuy account. Backdoor Gift Cards are also redeemable at checkout.  

HOW SECURE ARE MY CARD DETAILS?

All credit card payments are processed independently through Payment Express and are not held at any time with Backdoor. We also have an up-to-date SSL certificate to ensure your information is protected.

CAN I PAY WITH MY IN-STORE CREDIT NOTE?

Unfortunately not; you will have to contact the Online Store directly during office hours for us to process your Credit Note.  

CAN I SET UP AN ONLINE LAYBY?

Unfortunately we do not offer our in-store Backdoor layby service for online purchases, however you may wish to sign up with Laybuy who will facilitate a payment schedule and we can ship your order straight away.  

HOW DO I USE LAYBUY?

Proceed to checkout as normal and confirm your details, then on the Shipping page select Laybuy as your payment method. Proceeding to Payment will direct you to the Laybuy website to complete the transaction. For any questions about your Laybuy payments or account, please contact Laybuy.

ACCOUNT

WHAT
IS THE BENEFIT OF MAKING AN ACCOUNT?
When you create an account, your details (contact, shipping address etc) are saved so you don’t have to fill them out every time you make a purchase. The details of your orders are also saved so you can check the status of current orders or view the details of past orders.

CAN I PU
RCHASE ITEMS WITHOUT AN ACCOUNT?
Yes! Just head to Checkout, fill out your details in the New Customer box and hit Guest Checkout.

ORDERS


CAN I CHANGE OR CANCEL MY ORDER?

Yes! If you need to change or cancel your order, please contact us ASAP so we can get to it before it is dispatched. If your order has already been dispatched, you will need to wait until you receive your order so you can send it back for an exchange or refund. For our full returns policy, click here.

WHY HAVEN’T I RECEIVED AN ORDER CONFIRMATION EMAIL?
There are a few reasons why you may not have received an order confirmation email and in some cases it may mean we haven’t received your order. Please check the following first:
1. Your payment has gone through
2. The email address you entered is correct
3. The order confirmation email isn’t in your Junk folder
If this didn’t help you find your order confirmation email, please contact us.


WHAT IF I ONLY RECEIVED PART OF MY ORDER?

If all items in your order were not available to be dispatched from the same store, you may receive your order in several packages. Please use the tracking links in your shipping confirmation emails to track your parcels. If this doesn’t help, please contact us

DOES MY ORDER COME WITH A WARRANTY?

Due to the accidental nature of surf and skate, boards are not covered by any warranty or guarantee.
Watches, wetsuits and sunnies are covered by a brand-specific warranty with our suppliers. We are more than happy to facilitate any warranty returns (see returns for more information) and aim to have all claims resolved within 10 days working days. In most cases, your item will need to be sent back to the supplier for assessment, where they may choose to replace or repair the item.If you suspect that your item may be faulty and are unsure of the warranty conditions please contact us.
 

CAN I ORDER A SURFBOARD THAT ISN’T LISTED ONLINE?

More than likely! Because we keep over 1500 boards in stock, we occasionally have stock in store that isn’t listed online. We can also facilitate custom orders with some brands; most custom surfboards are delivered within 8-10 weeks, depending on availability and our shipment schedule. Please get in touch with Taylor (taylor@backdoor.co.nz) for all surfboard enquiries.

SHIPPING
RETURNS

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