Help & FAQ

Who we are and how to contact us

Who are Watersports Outlet?

Check out our about us page to find out who we are, what we do and how we can help you make the right purchase. If you have any further questions, don't hesitate to contact us by email or telephone!

How can I contact you?

We are open for advice, questions and orders
Monday - Friday: 7pm - 3am ACT
Saturday: Closed until further notice
Sunday: Closed

Telephone

(+61) 2 8318 0331


Placing your order

Can you help me choose my product?

Yes. If you have any questions about size, colour, suitability, price or anything else concerning one of the products we sell, please contact our customer service team and we'll get back to you as soon as possible. We're here to help you find the best products to suit your individual needs.

Can I order over the phone?

Yes. We have a team of experienced watersports enthusiasts waiting to help you place your order. Please don't hesitate to contact us during our opening hours if you need some friendly, impartial, expert assistance when ordering your products.

(+61) 2 8318 0331
Monday - Friday: 7pm - 3am ACT
Saturday: Closed until further notice
Sunday: Closed

How do I leave feedback?

We receive excellent feedback from our customers. If you'd like to add your own comment, please consider doing so via Trustpilot. If your order was placed on Amazon, please consider leaving feedback via Amazon. The majority of online shoppers read impartial customer reviews before making a purchase decision so your feedback will help other people who love watersports.

We work hard to choose good quality products and offer great service to all our customers and we appreciate your comments.

Receiving your order

When will my order be dispatched?

We aim to dispatch all orders on the same day if the order is received before 3pm BST on a normal working day. If the order is received after 3pm BST, it will be dispatched on the next working day. Orders received on a Saturday, Sunday or Bank Holiday will be dispatched on the next working day.

When will I receive my order?

Orders take between 2 to 5 working days to arrive, although in general the majority of our customers are pleasantly surprised to receive their orders very quickly (within 2 to 3 days).

Do you offer next-day delivery?

Sorry, we don't currently offer a next-day delivery option in Australia.

Do you deliver to my country?

For a complete list of the countries we deliver to, please check our international shipping page. If your country is not listed, please contact us and we will do our best to fulfil your order.

How do payments work?

What payment options are there?

  • Major credit / debit cards
  • PayPal
  • Bank Transfer*

*Orders paid via bank transfer will not be dispatched until payment has cleared. This usually takes approx. 3-5 days but can take longer, depending on your bank.

Are payments secure?

Yes. All payments are 100% secure and we never hold any credit / debit card details. Card payments are processed by the global secure payment providers Ingenico and JP Morgan. If you would like further details, please contact us.

PayPal payments are processed securely by PayPal.

What about import duties and taxes?

We are registered for Goods and Services tax (GST) in Australia (no. 300014132629). This is a 10% levy included in the price of products purchased on this website and will appear in the cost breakdown on your invoice.

Using your account

Do I need an account to place my order?

No. You don't need an account with us if you're paying with a PayPal or Amazon Checkout account as they hold your details.

If you wish to pay by credit or debit card, you can use our Guest Checkout option, in order to provide your name and address, for us to process and dispatch your order.

Are my details secure?

Yes. Any personal information you send us is sent over a secure connection. More details about how we protect your information are available in our privacy policy.

How do I change my password?

Please login then click on the following

  1. My Details
  2. Change my password

How do I recover a forgotten password?

If you have forgotten your password, please fill out the forgotten password form. You will receive an email with details how to reset your password.

How do I add a new delivery address?

You can add and remove addresses from your address book via the My Account page.

How do I return an item?

How long do I have to return an item?

Items can be returned within 60 days, subject to the terms specified in our returns policy.

How do I return an item?

We have a hassle-free returns policy. For full details please check our returns policy page.

If you are outside the EU, please ensure your items are marked as OTHER/RETURN/REPLACEMENT (value $0.00) on any customs/import labels before returning them to us.

Can you send a replacement urgently?

If a replacement is urgent, it would be quickest to place a new order online first, then return the existing item marked for a refund.

How do I make a warranty claim?

Watersports Outlet offer a 12-month warranty against manufacturing defects. If you have experienced a problem due to a manufacturing fault within this period, we are happy to act on your behalf and contact the brand to initiate a claim. To do this, please send an email to [email protected] explaining the fault in detail and include photographs clearly showing the fault. Photographs are essential when making a warranty claim.

If you have purchased a product with an extended warranty, the extension is offered by the brand and not Watersports Outlet. If you experience a problem with a product outside of the 12-month warranty offered by Watersports Outlet, you will need to contact the brand to initiate a claim.



Common issues

If you have purchased an inflatable SUP or kayak, please check the following common queries and/or contact us with details about the problem, before returning the product to us for a warranty claim.

SUP is leaking at valve
The valve might be slightly misaligned or need tightening. This is really common and is because the board has been rolled up in the storage box for a while. We recommend using the valve spanner in the repair kit to loosen off the valve a couple of turns, check the thread for any obstructions, then retighten.

Kayak is leaking
Leaks originate at the valve or bladder. We recommend switching the valves over. If the leak moves to the opposing bladder then there is an issue with the valve. If not, then there may be an issue with the bladder itself. Either issue can be easily fixed with a replacement part, which we can provide.

Kayak is warped or material is uneven
Sometimes the skin on brand new kayaks can stick to the bladder. We recommend removing the bladder completely and inflating it. This will iron out any creases for re-insertion and will usually fix the problem.

Privacy

How do you use my personal information?

Any personal information you provide is used to process your order and we do not share it with anyone. For full details of how we use personal and non-personal information you provide, please check our privacy policy.

Does this website use cookies?

Yes. This website uses cookies to enhance your shopping experience, as well as to collect data in order to assist our technical team to identify and fix potential problems with the website quickly and efficiently. For more information regarding our use of cookies, please check our cookie and privacy policies.

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