Shipping policy

At Sumatra Surf Division, we know how excited you are to get your new board in the water. That is why we work with reliable freight carriers specializing in handling oversized sports equipment to ensure your surfboard arrives safely and as fast as possible.

1. Shipping Destinations & Regions

We currently deliver across Mainland Spain, the Balearic Islands, and Continental Europe (European Union countries).

Note: For shipments to the Canary Islands, Ceuta, Melilla, or islands outside continental Europe (such as the Azores, Madeira, or the Greek Islands), please contact us at sumatradivision@gmail.com prior to placing your order to receive a custom shipping quote.

2. Order Processing & Dispatch Times

Processing: Orders are processed and prepared for dispatch within 24 to 48 hours (Monday through Friday, excluding public holidays).
Reinforced Packaging: Every surfboard is meticulously packaged in reinforced protective wrapping and heavy-duty cardboard boxes designed to absorb transport impacts.
Dispatch Notification: As soon as your order leaves our warehouse, you will receive a shipping confirmation email containing your tracking number and a link to monitor your package in real time.

3. Estimated Delivery Times & Rates

Shipping rates are calculated dynamically at checkout based on the delivery destination, package dimensions, and volumetric weight.

Destination	Estimated Delivery Time
Mainland Spain & Portugal	24 – 72 business hours
Balearic Islands	3 – 5 business days
Central Europe (France, Germany, Italy, Benelux, Portugal)	3 – 6 business days
Rest of European Union	4 – 8 business days

Please note that delivery times are estimates provided by freight carriers and may vary slightly during peak seasons or adverse weather conditions.

4. CRITICAL: Package Inspection Upon Delivery ⚠️

Surfboards are long, high-value, fragile items. While we take extreme care in packaging, damage during freight transport can occasionally happen.

To ensure you are fully protected by transit insurance, please follow these instructions upon receiving your delivery:

Inspect the Exterior Box: Check the carton thoroughly before signing for the package. Look for tears, creases, punctures, or crushed corners.
Sign with Reservations (If Damaged): If you notice any visible damage or suspicious marks on the box, you MUST write "Package Damaged - Subject to Inspection" on the courier's delivery slip or digital device when signing.
Report Within 24 Hours: If upon opening the package you discover damage to the board, notify us within 24 hours of delivery by emailing sumatradivision@gmail.com. Please include:
- Your Order Number.
- Clear photos of the damaged outer box and shipping label.
- Clear photos of the damage on the board itself.

Important: If you sign the delivery receipt stating the package was received in good condition without noting any damage, freight carriers will reject damage claims, and we will be unable to process a replacement or refund for transit damage.

5. Address Errors & Unclaimed Packages

Please double-check your shipping address and phone number during checkout.

If a delivery attempt fails due to an incorrect address provided by the customer, or if the shipment is returned to us as unclaimed, the customer will be responsible for any additional re-shipping costs or return freight charges incurred.