FREQUENTLY ASKED QUESTIONS
Ordering, Customs & Stock
How do I place a surfboard order?
To place an order, browse our range of surfboards and decide the model you’re most interested in. On the product page, click Start Your Order to submit an order enquiry via our order enquiry form.
In your message, let us know the board model, dimensions, colouring, fin system, any custom options you’re considering, and whether you want your board to be built in Australia or Bali. Once we receive your enquiry, we’ll be in touch to confirm the details, pricing, and next steps before commencing your build.
Do I need to pay a deposit to start my order?
Yes. To start your order, we require a 50% deposit. The balance is payable once your surfboard is finished and ready for delivery.
How do I pay for my order?
Once your order details have been confirmed, we’ll send you a digital invoice via email. This invoice can be paid securely online using major credit or debit cards through our checkout system, or via bank transfer if you prefer.
If you have any questions about payment options or need assistance, please contact us and we’ll be happy to help.
Can I pick up my board from the Byron Bay?
Yes. If you’re ordering within Australia, you’re welcome to collect your surfboard from our Byron Bay showroom once it’s ready. We’ll contact you to confirm when your board is complete and arrange a suitable pickup time.
Can I pre-order my board before I arrive in Bali?
Yes. If you’re travelling to Bali and would like a new board ready for your surf trip, you can place your order before you arrive. We’ll build your board in advance and deliver it directly to your villa, surf stay, or hotel once you’ve checked in.
To ensure your board is ready in time, we recommend placing your order at least 4 weeks before your arrival.
What's the difference between stock dimensions and custom dims?
Boards with Stock Dimensions are built to specifications that Joel has refined over many years of shaping. These boards follow his proven shapes, with pre-set dimensions and volumes, carefully dialled in for reliable, all-round performance. We can begin shaping boards with Stock Dimensions immediately after your 50% deposit is confirmed.
Boards with Custom Dims are based on Joel’s original plan shapes, with the option to fine-tune dimensions, volume, and tail shape—while staying true to the board’s original design and performance intent. Orders with Custom Dims involve additional communication with Joel and require extra time to prepare a new board file before shaping begins.
Boards with Stock Dimensions and Custom Dims are both made to order—meaning your order will be built specifically for you.
How do I order a board with Custom Dims?
To order a board with Custom Dims, select Custom Order from the menu and complete the enquiry form. For custom dimensions or board design adjustments, you’ll work directly with Joel to refine a board tailored to your needs. For orders with Custom Dims a $90 AUD fee applies for preparing a custom board file.
How long will it take to build my surfboard?
Every Joel Fitzgerald Surfboard is made to order. For Australian orders, the build time is approximately 6 weeks. For Bali orders, the build time is approximately 4 weeks. Once your surfboard is complete and has passed our quality checks, we’ll arrange a dispatch for delivery.
Shipping, Delivery & Returns
Do you deliver surfboards Australia wide?
Yes. We deliver surfboards Australia wide. Orders are safely packed to our specifications and delivered directly to your doorstep using a surfboard-specific courier service. Delivery timeframes vary depending on your location.
Can you deliver to my accommodation when I land in Bali?
Yes. We can deliver your surfboard directly to your accommodation in Bali. If you don’t yet know your exact address, you can still place your order and confirm the delivery details with us once your travel plans are finalised. We can also safely hold your surfboard until you’re ready for delivery.
Do you ship surfboards internationally?
No. We currently do not ship boards internationally.
What is your return policy?
As all Joel Fitzgerald Surfboards are made to order, we do not accept returns unless there is an order error, a quality issue, or damage during shipping or delivery. If you believe there is an issue with your board upon delivery, please contact us immediately with photos and a brief description of the problem. All return requests must be submitted within 24 hours of receiving your surfboard.