• When will my order ship?

    Orders placed with a standard shipping method will take 2-3 business day to process.

     

  • 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 Note: Delivery time frames begin calculating once your order has shipped from our warehouse. Once tracking has been provided, allow for 7-10 business days for the carrier to update the status. Tracking may not update until your order reaches your local delivery provider. All orders are shipped from the US to Canada.

     

  • Can I cancel my order?

    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 visit our Return Page for further assistance here.

     

  • Why was an item cancelled from my order?

    Orders or items from an order may be cancelled by our system for various reasons.

    • Unable to ship to the address provided.
    • Inventory for the item has become unavailable at the time of packing.
    • Errors in processing your payment information.

    If your order/ item(s) are cancelled, you will receive notice via email. Please keep in mind that you will not be billed for any cancelled items/order.

     

  • How do I return an item?

    RETURN GUIDELINES

    If the item(s) your returning meet our Return Policy please see instructions below.

    • - Customers are responsible for any return costs.
    • - Merchandise must be returned within 30 days from the date of purchase.
    • - 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 5-7 business days to complete.

     

  • 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.

     

  • Can I exchange an item?

    Unfortunately, we do not offer exchanges. If you would like to create a return please click here for all return details. 

     

  • Do you restock items?

    Due to the fact that a majority of our inventory is seasonal, this usually means that once an item or size is out of stock, we will no longer receive more to sell. We recommend checking our website frequently for the most updated inventory and item availability.

     

  • Can I order custom items?

    Unfortunately, custom items such as boardshorts and wetsuits are not available for purchase in Canada.

     

  • Do promo codes have restrictions?

    Yes, all promo codes have their own exclusions. You can check the exclusions on the bottom or back of the promo code.

    Please Note: Most exclusions include custom wetsuits, third party goods, hard goods, snow apparel, signature series, and special collections.

     

  • How can I unsubscribe from Newsletters?

    Located at the bottom of every email, there is an "Unsubscribe" link. Please click this link if you wish to unsubscribe and no longer receive our newsletters.

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    If you're unable to unsubscribe and need additional assistance, please contact Customer Service here.

  • How is Billabong assisting the environment?

    Billabong is part of the Boardriders Foundation looking to improving quality of life through global and local community initiatives that share our focus on the environment, education, science, ocean protection, wellness and sustainability.

    For more information regarding our promise to sustainability, please visit our Boardriders Foundation here.

     

  • Do you give stickers out for free?

    Unfortunately, we do not offer free stickers at this time. We appreciate your support for Billabong.