2021 HOLIDAY RETURN FAQ

2021 HOLIDAY RETURN FAQS

  • Holiday Extended Return Policy

    2021 Holiday Extended Return Policy: Orders placed through 11/11 - 12/10 are eligible for return up to 1/10/2022. Merchandise must still meet our standard guidelines. To start your return please follow the return guidelines below.

    To review our Return Policy click here. 

    RETURN GUIDELINES

    - Customers are responsible for any return costs.

    - We suggest obtaining proof of return and retaining it until your refund has been processed.

    - Please select a carrier of your choice and send any unwanted items to the following address:

    BILLABONG.CA

    C/O A52 Returns

    2360 192 St. Unit #110

    Surrey, BC V3Z 0N2

     

     

  • Can I exchange an item?

    Unfortunately, we are unable to create exchanges. If you would like to create a return please follow the return guidelines below.

    To review our Return Policy click here.

    RETURN GUIDELINES

    - Customers are responsible for any return costs.

    - We suggest obtaining proof of return and retaining it until your refund has been processed.

    - Please select a carrier of your choice and send any unwanted items to the following address:

    BILLABONG.CA

    C/O A52 Returns

    2360 192 St. Unit #110

    Surrey, BC V3Z 0N2

     

  • Can I return an item I was gifted?

    Returns can only be created by the original purchaser. Please have the purchaser create a return for the original item and re-purchase the replacement. 

     

FAQ

FAQ

  • Shipping Delays

    Orders are currently experiencing delays in processing and shipping. We are working as fast as possible to ship your order.

     

  • When will my order ship?

    Orders placed with a standard shipping method will take 1-2 business day to process.

    Please Note: Orders are currently experiencing delays in processing and shipping. We are working as fast as possible to ship your order.

     

  • 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. You can also view the tracking information by clicking here

    Please keep in mind that delivery time frame begins calculating once order has shipped from the warehouse.

     

  • Can 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. You are welcome to return items you no longer wish to keep once they have been received.

    Please click here to review our Return Policy. 

     

  • How do I check my order status?

    Please visit our Order Status and Returns Page to check the current status of your order by clicking here.

     

  • How do I check the status of my return?

    Returns are required to be sent back using a carrier of the customers choice. We recommend tracking the package based on the selected carrier. Once the package has been received by our facility, please allow  5-7 business days to complete.

     

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Shipping

Shipping

  • Shipping Delays

    Orders are currently experiencing delays in processing and shipping. We are working as fast as possible to ship your order.

     

  • Shipping Rates and Timelines

    Canada Shipping Only.

    Orders are currently experiencing delays in processing and shipping. We are working as fast as possible to ship your order.

    Taxes/Duties: All orders shipped to Canada may be subject to import duties and taxes that are levied and collected during checkout. There will not be any additional costs billed upon delivery.

    CAN PO Box Shipping:  We are unable to service PO Boxes at the moment. Please make sure to enter a physical address to avoid any issues with your shipment.

    Standard Order Processing: Allow 1-2 business days (excluding weekends & all U.S. federal holidays) for processing before order ships from our warehouse.

    Delivery Time: Time begins calculating once order has shipped from the warehouse. Please allow 24 hours for your tracking number to update from when the order has shipped.

    Expedited shipping is temporarily unavailable. 

    Standard Shipping

    Shipping Destination Cost (Orders under $75) Cost (Orders over $75)  Estimated Delivery Time
    Canada $5.00 FREE 7-10 Business Days

     

  • How do I get free shipping?

    Join the Billabong Crew loyalty program for free shipping and other awesome perks.

    Click below to sign up.

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  • When will my order ship?

    Standard/Ground Order Processing: Allow 1-2 business days (excluding weekends & all federal holidays) for processing before order ships from our warehouse.

    Delivery Time: Time begins calculating once order has shipped from the warehouse.

    Please Note: Orders are currently experiencing delays in processing and shipping. We are working as fast as possible to ship your order.

     

  • What if there’s a problem with my shipment?

    If you are experiencing an issue with your shipment please contact customer service for assistance by clicking here.

     

  • How can I change my shipping address?
    Our system is designed to process and ship orders as quickly as possible. Unfortunately, once an order is submitted any subsequent changes cannot be made.

     

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Returns

RETURNS

  • Return Policy

    Canada Returns Only.

    EXCHANGES: We do not offer exchanges, please create a return for the unwanted item and place a new order for the product you desire. This will ensure the product is available and gets to you quicker. 

    RETURN POLICY

    2021 Holiday Extended Return Policy: Orders placed through 11/11 - 12/10 are eligible for return up to 01/10/2022. Merchandise must still meet our standard guidelines.

    • - Merchandise can only be returned if purchased online directly from BILLABONG.CA
    • - Merchandise must be in original condition.
    • - Items listed as FINAL SALE cannot be returned for a refund. 
    • - Shipping charges incurred during checkout are not refundable. 
    • - Packages that arrive COD may be denied, or the COD amount may be deducted from your return. 

    RETURN GUIDELINES

    • - Customers are responsible for any return costs.
    • - We suggest obtaining proof of return and retaining it until your refund has been processed.
    • - Please select a carrier of your choice and send any unwanted items to the following address:

    BILLABONG.CA

    C/O A52 Returns
    2360 192 St. Unit #110
    Surrey, BC V3Z 0N2

    Returns will be processed within 5-7 business days of arrival at our warehouse. Once approved, allow 2-4 business days for funds to appear in your account. 

     

  • How do I return an item?

    RETURN GUIDELINES

    If the item(s) your returning meet our Return Policy please see instructions below. To review our policy click here and click the RETURN POLICY article.

    • - Customers are responsible for any return costs.
      - We suggest obtaining proof of return and retaining it until your refund has been processed.
       -You will be notified via email throughout your package journey and once your refund has been approved.
      - Returns will be processed within 5-7 days of arrival at our warehouse.
      - Once approved, allow 2-4 business days for funds to appear in your account.
      - Please include the original order number on the package.
      - Please select a carrier of your choice and send any unwanted items to the following address:

    billabong.ca
    C/O A52 Returns
    2360 192 St. Unit #110
    Surrey, BC V3Z 0N2

     

  • How do I check the status of my return?

    Returns are required to be sent back using a carrier of the customers choice. We recommend tracking the package based on the selected carrier. Once the package has been received by our facility, please allow 7-10 business days to complete.

    Additional processing time may occur based on your financial institution.

     

  • Can I exchange an item from my order?

    Unfortunately, we are unable to create exchanges. If you would like to create a return, please click here for all return details. 

     

  • Can I return an item I purchased in-store?

    Unfortunately, we only except returns from purchases made directly from Billabong online at billabong.ca. 

    If purchased item(s) are from a retail location, you will need to visit the retail location for a return.

     

  • Can I return an item I was gifted?

    Returns can only be created by original purchaser.

     

Warranty

WARRANTY

  • Warranty Policy

    Billabong Purchases: For details on warranties, please visit the product description section of the individual item. *Note: Not all products carry a manufacturer warranty.

    Billabong Wetsuit Warranties:

    Thank you for choosing Billabong Wetsuits!

    All Billabong wetsuits come with a limited 2-year warranty on stitching, 12 months on all materials, workmanship and liquid welded seams, from the date purchased. If your wetsuit meets the warranty guidelines above and you want to initiate a claim, please email warranty.usa@boardriders.com 

    In your email, please include a description of the damage, a copy of your original proof of purchase (or a bank statement showing the purchase date), and photos of the damage so we can evaluate the claim.

    Your claim is important to us and we will respond to all claim emails within 24-48 hours after received. (Monday – Friday 6 am to 3 PM PST excluding Weekends/Holidays)

    Once your claim is approved and you are sending in your suit for repair, please note that:

    • All inbound shipping charges are the responsibility of the consumer. Boardriders handles all return shipping costs.
    • Boardriders is not responsible for any suits lost in transit by the carrier.
    • Please return your suit completely dry and free of sand. Any suits returned wet will be delayed in the repair process.
    • Please include a copy of the email you receive from one of our warranty coordinators so we can keep track of your suit in the repair process.

    For All Other Billabong Warranties:

    Note: Facemasks do not carry a manufacturer warranty. If you're experiencing an issue with a facemask, please contact our customer service team.

    Boardriders warrants all apparel to be free of defects in material or workmanship for a period of ninety (90) days from the original date of purchase, when purchased from an authorized dealer. The apparel warranty covers defect of workmanship and materials, but does not cover damage caused by accident, improper care, negligence, normal wear and tear, or the natural breakdown of colors and material through time, exposure or extensive use. If a Boardriders product is found to be defective after inspection by a warranty technician, Boardriders will repair or replace the product with an existing comparable model at the technician’s discretion. Boardriders is not liable for any damages, losses and/or costs incurred resulting from the loss or usage of our products.

    Repaired or replaced products are covered for the remainder of the original warranty.

    To Initiate a warranty claim:
    Please contact warranty.usa@boardriders.com When doing so, please include:

    • Your name
    • Product number/Color/Size
    • Brief description of the issue that you are encountering with the product
    • Photos of the defective area
    • Copy of the original proof of purchase

    Once we receive your email, one of our warranty coordinators will reach out to you with the next steps to get your claim processed. Warranty claim shipments sent in without prior approval will be returned to sender

    SHIPPING

    Customers are responsible for all costs incurred on shipping warranty item(s) to Boardriders. Boardriders will cover shipping cost on replacement or repaired item(s) shipping back to the customer. Boardriders is not liable for any items lost in transit.

    *Please note- Customer Service does NOT have the ability to check status claims as Warranty is a separate department.

     

  • How do I check the status of my Warranty Claim?

    Once we receive your email, one of our warranty coordinators will reach out to you directly with the next steps to get your claim processed. Warranty claim shipments sent in without prior approval will be returned to sender.

    *Please note- Customer Service does NOT have the ability to check status claims as Warranty is a separate department.

  • How do I submit a Warranty Claim?

    To Initiate a Warranty Claim:

    Please contact warranty.usa@boardriders.com When doing so, please include:

    • Your name
    • Product number/Color/Size
    • Brief description of the issue that you are encountering with the product
    • Photos of the defective area
    • Copy of the original proof of purchase

    Your claim is important to us and we will respond to all claim emails within 24-48 hours after received. (Monday – Friday 6 am to 3 PM PST excluding Weekends/Holidays)

    Once your claim is approved and you are sending in your suit for repair, please note that:

    • All inbound shipping charges are the responsibility of the consumer.  Boardriders handles all return shipping costs.
    • Boardriders is not responsible for any suits lost in transit by the carrier.
    • Please return your suit completely dry and free of sand.  Any suits returned wet will be delayed in the repair process.
    • Please include a copy of the email you receive from one of our warranty coordinators so we can keep track of your suit in the repair process.

    Once we receive your email, one of our warranty coordinators will reach out to you with the next steps to get your claim processed. Warranty claim shipments sent in without prior approval will be returned to sender.

     

Size Guide

Size Guide

  • All Size Charts
    Men's Size Guides
    Men’s Tops
    Men’s Bottoms
    Men's Wetsuits
    Men's Hoods
    Men's Wake Vests
    Men's Boots
    Women's Size Guides
    Women's Clothing
    Women’s Denim
    Women’s Wetsuits
    Women’s Snow
    Girls Size Guides
    Girls Clothing 4-14 Years Old

    Men's Tops

     
    Size
    Neck Chest C/B Sleeve
    XS
    13.5-15 36-38 32-33.5
    S
    14-15.5 38-40 33-34.5
    M
    14.5-16 40-42 34-35.5
    L
    15-16.5 42-44 35-36.5
    XL
    15.5-17 44-46 36-37.5
    XXL
    16-17.5 46-48 37-38.5

    Please note; sizing is listed in Inches (Imperial Measurement)

    Men's Bottoms

     
    Bottoms Size
    Size Waist Hip
    26-29
    XS 26-29.5 33-38
    30-31
    S 29.5-31.5 38-40
    32-33
    M 31.5-33.5 40-42
    34-35
    L 33.5-35.5 42-44
    36-38
    XL 35.5-38.5 44-47
    40-42
    XXL 39.5-42.5 48-51

    Please note; sizing is listed in Inches (Imperial Measurement)

    Men's Wetsuits

     
    Size
    Height Weight(lbs) Chest Waist
    XS
    5'5"-5'7" 125-135 34-36 28-30
    S
    5'6"-5'8" 135-150 36-38 29-31
    MS
    5'6"-5'9" 145-160 38-40 30-32
    M
    5'9"-5'11" 155-170 38-40 31-33
    MT
    5'11"-6'1" 165-180 39-40 31-33
    LS
    5'7"-5'9" 165-180 41-43 33-35
    L
    5'11"-6'1" 175-190 41-43 33-35
    LT
    6'1"-6'3" 185-200 41-43 33-35
    XLS
    5'8"-5'10" 175-190 43-44 36-38
    XL
    6'0"-6'3" 190-205 43-44 36-38
    XXL
    6'1"-6'4" 205-220 44-46 38-40

    Please note; sizing is listed in Inches (Imperial Measurement)

    Men's Hoods

     
    Size
    Neck Head
    XS
    14.5" 20.5"
    S
    14.75" 21.5"
    M
    15" 23.5"
    L
    15.5" 23.5"
    XL
    16" 24.5"

    Please note; sizing is listed in Inches (Imperial Measurement)

    Men's Wake Vests

     
    Size
    Chest Neck
    S
    16 1/2 5 7/8
    M
    17 1/8 6
    L
    18 6 1/8
    XL
    18 7/8 6 7/8

    Please note; sizing is listed in Inches (Imperial Measurement)

    Men's Boots

     
    Size
    US
    S
    6-7
    M
    7-8
    L
    9-10
    XL
    11-12

    Women's Clothing

     
    Size
    US AUS True Waist Chest Low Waist 3" Below Hip at Widest
    XS
    0 6 24 30.5 29 34
    S
    1-3 8 25-26 32.5-33.5 30-31 35-36
    M
    5-7 10 27-28 34.5-35.5 32-33 37-38
    L
    9 12 29-30 36.5-37.5 34-35 39-40
    XL
    11 14 31 38.5 36 41

    Please note; sizing is listed in Inches (Imperial Measurement)

    Women's Denim

     
    Size
    US AUS True Waist Low Waist 3" Below Hip at Widest
    XS
    24 24 24 29 34
    S
    25-26 26 25-26 30-31 35-36
    M
    27-28 28 27-28 32-33 37-38
    L
    29-30 30 29-30 34-35 39-40
    XL
    31 32 31 36 41

    Please note; sizing is listed in Inches (Imperial Measurement)

    Women's Wetsuits

     
    Size
    US AUS/EU Height Weight(lbs) Chest Waist
    XXS
    0 4 5'1-5'3" 90-105 29.5-31.5 23-25
    XS
    2 6 5'3"-5'5" 100-115 30.5-32.5 24-26
    S
    4 8 5'4"-5'6" 110-125 31.5-33.5 25-27
    ST
    4T 8T 5'5"-5'7" 110-125 31.5-33.5 25-27
    M
    6 10 5'5"-5'7" 120-135 32.5-34.5 26-28
    MT
    6 10 5'6"-5'8" 125-140 32.5-34.5 26-28
    L
    8 12 5'6"-5'8" 130-150 34-36 27-29
    LT
    8 12 5'9"-6'0" 135-155 34-36 27-29
    XL
    10 14 5'7"-5'9" 140-160 35.5-37.5 29-31
    XXL
    12 16 5'9"-6'0" 160-185 38.5-40.5 32-34

    Please note; sizing is listed in Inches (Imperial Measurement)

    Women's Snow

     
    Size
    Height Chest Waist Hips Inseam
    XS
    5'2"-5'4" 31.5-33 23.5-25 33-34.5 32
    S
    5'4"-5'6" 33-34.5 25-26 34.5-36 33
    M
    5'6"-5'8" 34.5-36 26-28 36-37.75 33 1/2
    L
    5'8"-5'10" 36-37.75 28-30 37.75-39.25 34
    XL
    5'10"-6'0" 37.75-39 30-31.5 39.25-41 34 1/2
    XXL
    6'0"-6'2" 39-41 31.5-33 41-42.5 35

    Please note; sizing is listed in Inches (Imperial Measurement)

    Girl's Clothing

     
    Size & Age
    Height Chest Waist at Narrowest Low Waist Hip at Widest Inseam
    XXS (4-5)
    41-44 22-23.5 18-20 21-22.5 24.5-25.5 18.5
    XS (5-6)
    45-50 24-25.5 20.5-22 22-23.5 26-28 23.5
    S (7-8)
    51-54 26-27.5 22.5-23.5 24-26 28.5-29.5 25.5
    M (10-12)
    55-58 28-29.5 24-25.5 27-27.5 30-31 27.5
    L (12-14)
    59-61 29.5-30.5 25-26.5 27-28.5 31-32 29

    Please note; sizing is listed in Inches (Imperial Measurement)

Payments & Gift Cards

Payments & Gift Cards

  • Accepted Payment Methods

    We accept Visa,  Mastercard, American Express, Discover and PayPal. You may also use some prepaid gift cards as long as you have pre-registered them with your current address.

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    Please Note:

    You will not be charged for items purchased with a credit card until they are shipped. Items purchased on debit card may be billed immediately upon order confirmation.

    For your security, your billing name and address must match that of the credit card used for payment. We reserve the right to cancel any order that does not match these criteria. 

  • When will I be charged for my order?

    Online purchases are not billed until they are confirmed as shipped. A temporary authorization hold is placed on the card at the time of check out then charged once your order has shipped with the exception of custom product.

  • How do I redeem my gift card?

    Physical gift cards are only redeemable at retail store locations within the united states. Please click here to locate a store near you. 

  • How do I purchase a gift card?

    Physical gift cards are available for purchase only at select retail stores. E-gift cards are not offered at this time. To see if you have a store near you please click here.

  • Gift Cards

    Gift Cards are not redeemable or available for purchase online at this time, all Billabong gift cards are available, at select retail stores. No special offers may be applied to the purchase of a gift card.

     

  • Am I Charged Sales Tax?

    Canadian Tax & Duty

    Any order being shipped to Canada may be subject to import duties and taxes that are levied and collected during checkout. A summary of these charges will be included in the Tax & Duty fee line. The order total presented at checkout will be the exact amount that you will be billed. There will not be any additional costs billed upon delivery.

Billabong Crew

Billabong Crew

  • Billabong Crew BENEFITS

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    Join the Billabong Crew loyalty program in-store or online here.

  • How do I get free returns?

    ONLINE: Unfortunately, we do NOT offer free returns for our Canadian members at this time. We apologize for the inconvenience.

    IN-STORE: Changed your mind about an item? You can visit one of our company owned retail locations and return the item as long as the item is eligible for returns based on our return policy.

     

     

  • How do I get free shipping?

    Just for being a loyal member, you will receive free standard shipping on all purchases made on the sites within Canada and all 50 U.S. states, and APO/FPO address.

     

     

  • My purchase is not appearing in my points balance. What should I do?

    Online: Points accumulated from your purchases will appear in your account once order ships out, as long as you have signed into your loyalty account when making payment online. If you are still unable to see the points after 48 hours when order shipped, please contact us.

    In-Store: As long as you have provided our sales associate with your loyalty email information, the points accumulated from your purchases will appear in your account within 48 hours. If you are still unable to see the points after 48 hours, please contact us.

     

  • Do all my purchases count towards points?

    Your purchases at any Billabong store and www.Billabong.ca will accumulate points including eligible third-party merchandise purchased through Billabong.

    For any questions or concerns, please contact Customer Service here.

  • How do I view my points?

    You can view your total points at any time by logging in to your account on our brand sites in which you are a loyal member. If you have opted to receive emails regarding your account, a quarterly statement will be emailed to you showing the total available points.

     

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