Frequently Asked Questions
To place a custom made order, please follow these steps:
1). Choose the item(s) that you want to purchase including; Construction Standard, Colour & Design, Design Extras, and Accessories.
2). ADD TO CART your product selection(s).
3). ADD TO CART any DESIGN EXTRAS that you would like to add to the standard product such as;
- Carry Handle(s)
- Storage Hatch
- Leash Plug
- Deck Lines or Bungees
- Back Rest Support
4). ADD TO CART any ACCESSORIES that you would like to purchase, such as;
- Paddle Leash
5). Select VIEW CART, confirm that your order is correct.
6). Proceed to CHECKOUT.
7). If you have selected your Colour & Design from our design gallery, please ADD NOTE of the design reference number at checkout, example GR22.0001.
8). Complete your delivery information, this will calculate any delivery costs. If you plan to pick-up your order from our warehouse, select PICK-UP.
9). Use discount code: DEPOST to apply the 50% deposit payment to confirm your custom made order.
NOTE: if you have a received a special discount code from our promotions, apply the discount code.
Purchases made applying any promotion code discounts are paid in full at the time of placing your order. No deposit.
10). Complete the payment process.
11). One of our sales representatives will contact you to confirm your order details, usually within 1-2 business days.
Unless the product is specifically shown as an "In Stock" item, your product will be custom made to your unique specifications.
As a general estimate, you should allow approximately 4-6 weeks for us to manufacture your custom made product.
Please keep in mind that due to COVID-19, we have been experiencing long delays on material supply.
Our custom made products are manufactured in our facilities in Port Macquarie NSW AUSTRALIA.
Yes of course. We offer a wide variety of DESIGN EXTRAS that you can chose to add to your product.
Please contact us for more details or if you have any special requirements.
All new products come with with a manufacturing warranty.
For further details relating to terms and conditions, please refer to our Warranty Terms.
No, unfortunately our warranty does not cover loss of goods.
If you believe that your product is defective and meets our Warranty Terms, please follow these procedures:
1. Contact us immediately.
2. Provide the following by email to email@example.com :
a) Detailed description of the defective area and/or component subject to the warranty claim.
b) Photographs of the areas showing the defect.
c) Copy of the original commercial invoice(s).
3. Pullen Surf Skis will assess the warranty claim and notify you of the determination and the following procedures.
No, our warranty only covers the original purchaser shown on the sales invoice.
If your product is Custom Made to order, manufacturing lead-times will apply which we will estimate at the time of placing your order.
When you have been notified that your order is complete and ready for dispatch, we will hand over the goods to our transport agents for delivery.
For deliveries within Australia you should allow 5-10 days to receive the goods, depending on your location.
International shipments are normally 5-15 days once the goods are with our logistics agents.
For more details, please refer to our Shipping Policy.
If you find that any items are missing from your order, please let us know immediately.
In the case that we have missed something that you have purchased, we will send the missing item as soon as possible.
If your product is received damaged, you must contact us immediately as all insurance claims need to be submitted to our transport agents within 24 hours of receiving the goods.
When you receive your item, you are responsible to inspect it immediately upon delivery and before first use.
It is the receiver's responsibility to check the condition of the package prior to signing the POD. Do not sign the POD if there are visible signs of damage or you think that there is a possibility of damage to the item.
Alternatively, please make note on the POD that the item has been received damaged, take photos and the drivers/couriers contact details, and contact us immediately.
Where a fault or damage is clearly visible, or the product that you have received is not as described or ordered, you are required to report it to us immediately. Do not use this product. If you report a fault that is clearly visible after using the item, we will assume the fault was caused by usage, and the warranty or claim will be void, and may also void the refund claim.
Please refer to our Damaged Items & Non-Delivery for further details.
Once we have dispatched your order and it's held by our transport agents, we will provide you a tracking number and contact details.
Normally our agents will contact you to coordinate the delivery.