Shipping policy

SHIPPING POLICY

Last updated: 11 August 2026

This Shipping Policy explains the manufacturing, dispatch and delivery procedures for orders placed with RS Surf (Pty) Ltd, trading as Rusty Surfboards South Africa.

Nothing in this policy limits any mandatory rights available under applicable South African consumer law.

  1. SHIPPING AT A GLANCE

Once an order has been dispatched, a shipping confirmation will be sent to the email address provided with the order. Tracking information will be supplied by the courier where available.

Manufacturing times and courier delivery times are separate. All timeframes provided are estimates calculated in business days and exclude weekends and South African public holidays.

If you require assistance, please use the chat box, WhatsApp or visit our Contact page.

  1. CUSTOM SURFBOARD MANUFACTURING TIMES

Estimated manufacturing times are generally:

  • Custom PU surfboards: approximately 2–3 weeks.

  • Custom EPS surfboards: approximately 2–4 weeks.

These are estimated production periods and are not guaranteed completion dates.

Production time may be affected by:

  • custom colour or artwork;

  • special materials;

  • unusual dimensions or specifications;

  • material availability;

  • supplier delays;

  • public holidays;

  • production demand; or

  • circumstances outside our reasonable control.

If an unexpected production delay occurs, we will contact you using the details provided with the order.

  1. ORDER CONFIRMATION AND MANUFACTURING APPROVAL

After a custom surfboard order is submitted, our team may contact the customer to confirm:

  • the selected model;

  • dimensions and volume;

  • construction;

  • fin system;

  • colour or artwork;

  • other custom options; and

  • the required payment.

Manufacturing will begin only after the order, final specifications and required payment have been confirmed.

Once the customer has approved the specifications and manufacturing has started, changes or cancellation are no longer possible. Any change requested before production begins is not guaranteed and may affect the price and estimated completion date.

  1. LOCAL DELIVERY TIMES

Once manufacturing has been completed and the order has been dispatched, local couriers generally take approximately 1–3 business days to deliver to most areas within South Africa.

Deliveries to remote or outlying areas may take longer.

Courier delivery periods are estimates and may be affected by location, weather, operational delays, public holidays, road conditions or circumstances outside our reasonable control.

  1. DELIVERY COSTS IN SOUTH AFRICA

Surfboard delivery within South Africa may cost up to R700 per board.

The final delivery charge may depend on:

  • the delivery destination;

  • the number of boards;

  • parcel size and weight;

  • courier availability; and

  • any special handling requirements.

A delivery discount may be available for multiple surfboards shipped together. Contact us before completing the order if you require a quotation for multiple boards.

Any applicable delivery charge will be displayed, communicated or confirmed before the transaction is completed.

  1. ORDER TRACKING

Where tracking is available, the courier information and tracking details will be included in the shipping notification sent after dispatch.

Tracking information may take some time to become active after the parcel has been collected.

If you have not received a shipping notification or cannot access the tracking information, please use the chat box, WhatsApp or Contact page. Include your name and order number so our team can assist you.

  1. DELIVERY INFORMATION PROVIDED BY THE CUSTOMER

Customers must provide a complete and accurate residential or business delivery address when placing an order.

Please provide:

  • the recipient’s full name;

  • a complete street address;

  • suburb, city and postal code;

  • a valid mobile telephone number; and

  • any specific instructions reasonably required by the courier.

It is the customer’s responsibility to check that the delivery information entered at checkout is complete and correct.

Rusty Surfboards South Africa will not be responsible for loss or additional delivery costs resulting from incorrect or incomplete information supplied by the customer, except where responsibility cannot lawfully be excluded.

  1. CHANGING A DELIVERY ADDRESS

Contact us as soon as possible if you need to change a delivery address.

An address change is not guaranteed after an order has been finalised or dispatched. Once the parcel is with the courier, the customer may also need to contact the courier directly.

A change of address may cause delays or additional courier charges. Any additional costs resulting from an incorrect address or customer-requested redirection may be the customer’s responsibility where permitted by law.

  1. SIGNATURE REQUIRED

Surfboard shipments generally require a signature upon delivery.

Please ensure that:

  • someone is available to receive and inspect the parcel;

  • the courier can contact the recipient using the telephone number provided; and

  • any special delivery arrangements are discussed directly with the courier.

A person accepting and signing for the parcel at the delivery address may be treated as authorised to receive it, subject to applicable law.

  1. MISSED DELIVERIES

If nobody is available when the courier attempts delivery, please communicate directly with the courier to arrange another delivery attempt or collection where available.

Any reasonable redelivery or storage fees resulting from a missed delivery may be the responsibility of the recipient.

Rusty Surfboards South Africa cannot guarantee a particular delivery time unless this has been expressly confirmed in writing.

  1. INSPECTING YOUR SURFBOARD

Where reasonably possible, inspect the parcel and surfboard in the presence of the delivery person.

If this is not possible, inspect the board as soon as possible after delivery.

Check for:

  • damage to the outer packaging;

  • crushed, torn or punctured areas;

  • damage inside the packaging;

  • cracks, dings or structural damage to the surfboard; and

  • missing or incorrect items.

Take photographs of the parcel before and during opening if there are visible signs of damage.

This inspection request does not limit any rights available under applicable South African consumer law.

  1. SURFBOARD SHIPPING DAMAGE

If your surfboard arrives damaged:

  • do not use the surfboard;

  • contact us immediately through the chat box, WhatsApp or Contact page;

  • provide your name and order number;

  • describe the damage clearly;

  • include photographs of the surfboard damage;

  • include photographs of the outside and inside of the packaging; and

  • keep all packaging and shipping materials until the claim has been resolved.

Where possible, ask the courier to record visible damage at the time of delivery.

Do not repair, modify or use the surfboard before receiving further instructions, as this may interfere with the assessment.

Shipping damage claims will be assessed in accordance with applicable consumer law and the courier’s claim procedures.

  1. INCORRECT OR MISSING PRODUCTS

If the delivered order is incomplete or materially different from what you ordered, contact us promptly through the chat box, WhatsApp or Contact page.

Please provide:

  • your order number;

  • a description of the issue;

  • photographs of the product received; and

  • photographs of the parcel and shipping label where relevant.

We will review the information and provide appropriate assistance.

  1. INTERNATIONAL SHIPPING

International shipping may be available by arrangement.

Please contact us before completing an international order so we can confirm:

  • whether delivery is available to the destination;

  • applicable product or local-market pricing;

  • estimated shipping charges;

  • courier availability; and

  • any special export or delivery requirements.

International pricing may differ from the prices displayed by Rusty Surfboards South Africa.

Unless expressly stated otherwise, international customers are responsible for:

  • customs duties;

  • import taxes;

  • clearance charges;

  • destination-country fees; and

  • any other applicable local charges.

International delivery periods are estimates and may be affected by customs clearance, border procedures and local courier services.

Customers are responsible for checking any import restrictions that apply in the destination country.

  1. DELIVERY DELAYS

Manufacturing and delivery dates are estimates unless a guaranteed date has been expressly agreed in writing.

Delays may occur because of:

  • production demand;

  • material shortages;

  • courier disruptions;

  • severe weather;

  • road or transport conditions;

  • customs processing;

  • public holidays;

  • incorrect delivery information; or

  • circumstances outside our reasonable control.

If we become aware of a significant delay, we will make reasonable efforts to contact the customer and provide updated information.

Nothing in this section removes any rights or remedies available under applicable South African consumer law.

  1. DELIVERY, ACCEPTANCE AND RISK

Delivery and the transfer of risk will be handled in accordance with applicable South African law.

Customers should not sign documentation stating that a visibly damaged parcel was received in good condition. Where possible, ensure that any visible damage is recorded with the courier.

Signing for delivery does not remove statutory rights relating to concealed damage, defective goods or products that do not conform to the order.

  1. CONTACT US

For questions about manufacturing, delivery costs, tracking, international shipping or a damaged shipment, please use the chat box, WhatsApp or visit our Contact page.

When contacting us about an existing order, please include your name and order number.

Rusty Surfboards South Africa
Operated by RS Surf (Pty) Ltd
Durban, South Africa
WhatsApp: +27 74 110 9396
Contact page: https://rustysurfboards.co.za/pages/contact