Question 1

Final Sale

Accepted Answer

All items marked as “FINAL SALE” will be ineligible for our auto returns process. This means the item is not returnable or exchangeable.

Question 2

Do I need to activate a Promo Code?

Accepted Answer

No, Promo codes do not require any type of activation

Question 3

Warranty policy - Apparel and Accessories

Accepted Answer

Billabong is proud of the quality and performance of all our products. All warranties only apply within the specified time frame when the item is used in normal conditions and for the purpose the product was originally designed for. All warranties do not cover any damage due to misuse alterations improper care accidents neglect normal wear and tear exposure or extensive use theft or damage caused by anything other than defect in materials and workmanship. Billabong has the sole discretion to determine whether an item is covered under the warranty policy. Billabong is not liable for any damages losses and/or costs incurred resulting from the loss or usage of our products. Billabong is not liable for any items lost in transit. Apparel & Accessories: Billabong warrants all apparel and accessories to be free of defects in material or workmanship for a period of ninety (90) days from the original date of purchase when purchased from an authorized dealer. Bags and Luggage: Billabong warrants all bags backpacks and luggage to be free of defects in material or workmanship for a period of 1-year (365) days from the original date of purchaseWarranty policy is subject to the following limitations:* All warranty claims must be accompanied by the original purchase receipt from an authorized dealer.

* All warranty claims must be approved prior to return authorization being provided.

* If product is found to be defective after inspection by a warranty technician

* Repaired or replaced products are covered for the remainder of the original warranty

Question 4

Can I ship my order to a PO Box or military address?

Accepted Answer

Yes we do ship to US PO boxes APO/FPO addresses. Orders shipping to US PO Boxes & APO/FPO addresses are limited to "Economy Shipping" (iShip). Ground and Expedited shipping methods are unavailable currently and shipments typically take 35-40 days to deliver.

Question 5

Wrong Product

Accepted Answer

If you received an incorrect item within your recent online order simply contact our Customer Service department Toll Free 844-790-2278 or via email (customerservice@billabong.com) and have your order # and incorrect item received available. Once confirmed  one of our representatives would be more than happy to email you a pre-paid return label to have the product returned to us and once received the correct item will be immediately reshipped to you at no cost.

Question 6

Do promo Codes expire?

Accepted Answer

Yes, all promo codes have their own expiration dates.  You can check the expiration date on the bottom or back of the promo code near the exclusions section

Question 7

Warranty Policy - Wetsuit

Accepted Answer

This wetsuit warranty program provides warranty for wetsuit or wetsuit accessory (each a “Product(s)” for repair or replacement of the product for eligible Products (“Wetsuit Warranty Program”).If the product is determined to be defective within the Warranty period (as defined below) and used under normal use with proper care Billabong will repair or replace the product after determination of qualification of warranty in Billabong’s sole discretion (the “Warranty”). The decision to repair or replace the product under the applicable warranty will be solely made by Billabong’s warranty department after a review of the requirements and condition of the product as described below by region.WARRANTY PERIOD:Warranty requests must be made within the time frame of the warranty provided for the Product (“Warranty Period”).Wetsuits warranty period: Wetsuit is warranted against manufacturer defects pertaining to the workmanship of the product for a period of 1 year (or 365 days) from the original purchase date. Workmanship refers to the way the product has been assembled e.g. stitching seams attached trims. (Please note there is a difference between wetsuit and dry suit. Unlike dry suits wetsuits are not designed to keep you dry.)Wetsuit Accessory Warranty Period: Wetsuit accessory provides a limited warranty period of 90 days from date of purchase (“Limited Warranty”).Date of purchase counts as day one.WARRANTY ELIGIBILITYTo be eligible under the Wetsuit warranty program the original purchaser of the product must provide Billabong with a proof of purchase of an eligible product in the form of (a) an online order confirmation sent by the applicable BRAND (b) a proof of purchase from an authorized seller or (c) the original itemized packing slip provided by the applicable BRAND with the shipment (“Proof of Purchase”).WHAT’S NOT COVEREDThe Wetsuit warranty program does not cover defects due to normal wear and tear damages related to accident alteration of product improper use or care improper fit and/or negligence sun damage fin cuts nail cuts (stress tears) or the natural breakdown of colors and materials over time. The following is not covered under warranty and will make the product ineligible for warranty coverage under the Wetsuit warranty program: for example including but not limited to the use of bleaches wash additives dry cleaning machine drying the failure to properly wash the product. The decision to repair replace or reject is made at the discretion of o5 Groups based upon eligibility review an examination of the product and proof of purchase. Products that is eligible for the warranty program will always default to repair (as opposed to replacement) as this is the most responsible and sustainable option in accordance to Billabong’s core value.If the product is unable to be repaired then a replacement product may be provided at the discretion of the o5 Groups Warranty team. Repaired or replaced products continue with the original Warranty program and do not create nor renew a new warranty timeline.To properly care for your Wetsuit and to prevent any void of warranty we recommend that the product is never put in a washer or a dryer and should never be left in direct sunlight to dry. Wetsuits should always be rinsed with fresh water and hung to dry not in direct sunlight. When hanging to dry avoid hanging by the shoulders as we recommend it to be folded over a bar or hanger at the waistline. Light soap or detergent is okay to use when washing.WARRANTY CLAIM PROCESS:If you have questions regarding the warranty on your product or need help in processing a warranty claim please ensure you have your proof of purchase. Then contact the appropriate o5 Groups warranty Department by region in which you purchased the product. For example wetsuits purchased in the U.S. shall make repair request to the U.S. BRAND contact and wetsuits purchased in Australia shall make the request to Australia BRAND’s contact through that region’s website.If you intend to submit your product for the Warranty program you must first ensure that you wash your product out with fresh water and make sure that it is completely dry inside and out.WARRANTY RETURNS PROCEDURE:If you need help in repairing or replacing your Product please (1) send an email to the warranty department at the warranty email listed on the warranty page (customerservice@billabong.com) (2) along with photos of the damaged area(s) (3) a copy of the original proof of purchase showing item and (4) a brief description of how the damage occurred.Our warranty team will review the information and contact you within 72 business hours regarding the next steps. If we determine the product is covered by our Warranty we will issue you a warranty authorization form (“Authorization Form”) and instructions on how to submit the product for the Warranty Program. The authorization form must be completed and returned within the time frame requested in the form.Upon receipt of the Authorization form filled out by customer and the wetsuit our warranty repair team will fix the product and ship it back to the address on the authorization form once product is ready. Our warranty repair time frame is usually between 3-5 business days. However estimated time frames are subject to change during peak season. If the product cannot be repaired yet meets the warranty requirements a replacement of equal value will be ordered and shipped to you. We cannot process any warranty claim that does not include the original purchase receipt or does not have an assigned warranty authorization number. The applicable o5 Groups entity is not liable for any product lost or damaged in transit. Additionally customers are responsible for all tracking information on shipments.

Question 8

CVV Number

Accepted Answer

The CVV number (Card Verification Value) on your credit or debit card is a 3 digit number on Visa  MasterCard and Discover branded credit and debit cards. On your American Express branded credit or debit card is a 4 digit numeric code. CVV numbers are NOT your card’s PIN (Personal Identification Number).

Question 9

Do Promo Codes have exclusions

Accepted Answer

Yes, Please review the terms and conditions of the offere received for more information. Examples of exclusions below but not limited to:* Most snow items

* Special brands collaboration items

* 3rd party goods

* Gift cards

* Sale and Final sale items

* Discount codes are not combinable with any other offer

Question 10

Can I exchange an item from my order?

Accepted Answer

Absolutely Click the Auto Returns link at the footer of our website to initiate your FREE exchange. Depending on availability you can exchange items for a different size as needed.US Exchange: https://returns.billabong.com/ * Exchange can only be made for an alternative size and must remain the same style and colorway.

* One exchange per item on order

* No exchanges on FINAL SALE items

* Exchange order created once return is in transit

* Return label and exchanges are only eligible for US customers

o For all returns outside of the US please contact customerservice@billabong.com

Question 11

Upcycler Program

Accepted Answer

The “Upcycler Program" ” has been years in the making  representing a world-first  with a combination of multiple technologies rolled into one wetsuit  now included across our entire performance range. This innovative initiative combines discarded post-consumer textiles for jerseys and wetsuit liners and repurposes post-consumer discarded wetsuits into raw ingredients for the internal rubber. Additionally  Billabong has made a crucial shift by transitioning all synthetic rubber to an all-natural FSC-certified rubber formulation sourced from the Hevea brasiliensis tree. These three major steps mark a significant leap toward creating the most sustainable wetsuits built to date.

Question 12

How do I add a promo code to my order

Accepted Answer

To use your promotion or coupon code enter the code at checkout located on the righthand side of the page. Make sure you enter the code with the exact spelling and capitalization as shown. You must click "Apply" for the discount to be applied. The discounted amount will be displayed at the bottom of your subtotal and on the Order Summary pages. If the code is invalid expired or you have not placed the correct products in the shopping bag the discount will not be applied.

Question 13

Can I return/exchange an item I was gifted

Accepted Answer

Only the original purchaser can initiate Returns or Exchanges.

Question 14

Payment options

Accepted Answer

www.Billabong.com and www.Billabong.ca currently accepts Visa,  MasterCard,  American Express,  Discover,  Diners Club International, Union Pay,  JCB, ELO charge cards, Google Pay, Shop Pay, Venmo and PayPal as a form of payment for online orders.   Venmo and PayPal as a form of payment for online orders. All international orders will be processed via Visa,  MasterCard,  American Express,  Discover charge cards or (US site)/PayPal CA (CA site)

Question 15

How do I know that a promo code I entered was applied at check out?

Accepted Answer

If the promo code applies to an item or the order total the order summary will display the discount that was applied.

Question 16

Can I return an item I purchased in store?

Accepted Answer

Unfortunately we only except returns from purchases made directly from www.Billabong.com. If the purchased item(s) are from a retail location you will need to visit the retail location for a return.

Question 17

Cancelled items

Accepted Answer

Orders or items from an order may be cancelled by our system for various reasons. * Unable to ship to the address provided. * Inventory for the item has become unavailable at the time of packing. * Errors in processing your payment information. If your order/ item(s) are cancelled  you will receive notice via email. Please keep in mind that you will not be billed for any cancelled items/order.

Question 18

What if I didn't receive an email with the promo code?

Accepted Answer

If you have yet to receive an offer containing a promo code please check your spam folder/junk folder.If you still have not received your promo code email please contact customer service.

Question 19

Do loyalty members receive free returns?

Accepted Answer

There is a $10.00 restocking fee applied to all returns.

Question 20

Affiliate program

Accepted Answer

Get paid to promote Billabong! Become a Billabong affiliate and earn commissions on every sale that you refer to on our site.  Join now!

Question 21

Why isn't my promo code working?

Accepted Answer

Promo codes may not work for a number of reasons.Check Expiration Dates - Promo codes don’t last forever.Product Exclusions - Not all items are eligible for promo code use. Items that are excluded but not limited to are wetsuits snow apparel hard goods 3rd party goods signature series and special collections.

Question 22

How do I check the status of my warranty claim?

Accepted Answer

Claim shipments sent in without prior approval will be returned to sender. At this time there are delays in processing warranty requests. Warranty claims will be addressed in the order they are received. We appreciate your patience there are delays in processing warranty requests. Warranty claims will be addressed in the order they are received. We appreciate your patience and our team will work diligently to process your claim as efficiently as possible. Please refrain from sending follow-up emails as they may contribute to delays in the resolution process and appreciate your understanding as we work to address these requests as promptly as possible.If you need assistance on an existing warranty claim please email warranty.billabong@liberatedbrands.com

Question 23

Cancel orders

Accepted Answer

We are not able to modify or cancel orders once they have been submitted. You are welcome to return items you no longer wish to keep once the order has been received.  US Returns: https://returns.billabong.com/

Question 24

Can I combine promo codes?

Accepted Answer

Discount codes are not combinable and we only allow one discount per transaction. If you have multiple discount codes please choose the discount you want to use that provides you with the best deal.

Question 25

How do I return or exchange an item

Accepted Answer

US Returns:Click the Auto Returns link at the footer of our website and add the order you wish to send back including the shipping zip code. Once an RMA # is created a pre-paid label will be provided to return the product back for processing.

US Returns: https://returns.billabong.com/

Auto returns process

1. Add your order # and shipping zip code.

2. Select the item(s) you wish to return and include the quantity and reason for return.

3. Once confirmed

4. Prepaid labels are only available to US customers and excludes Canada

5. Once the return is received

* Original shipping charges will not be added to refund

* Items not returned in 100% resalable condition will be subject to a restocking fee (5%-10%)

* No returns or exchanges on Final Sale items

* Exchanges can only be made for an alternative size on the same style and color.

* One exchange per item on order

* Returns must be initiated from the original point of sale. Online orders will not be accepted for refund or exchange within our retail/outlet locations.

* $10.00 restocking fee applied per return (Free exchanges)

* Return label and exchanges are only eligible for US customers

o For all returns outside of the US please contact custpmerservice@billabong.com Note: Prepaid label is only offered to United States customers. This offer excludes orders being shipped from Canada certain territories and international orders. Please allow 10-14 business days for your return to arrive to our facility.Once your return has been received by our warehouse allow up to 7-10 business days to complete. Additional processing time may occur depending on your financial institution before the funds appear on your account.

Question 26

Free Stickers?

Accepted Answer

Unfortunately  we do not offer free stickers  but we recommend visiting your local surf shop to see what availability they may have.

Question 27

Can you price adjust my order if I forgot to add a promo code?

Accepted Answer

Once an order has been submitted we do not have the ability to initiate a price adjustment or refund for the missed promotion.  All promo codes need to be entered at the time of checkout.If you are interested in setting up a return click the Auto Returns link within the footer of our website and follow the 5 easy steps.

Question 28

How can I track my order?

Accepted Answer

You will receive a shipping confirmation email once your order has shipped from our warehouse. It will contain information to track your order.Please keep in mind that delivery time frames begin calculating once your order has shipped out of our warehouse.

Question 29

Restocked Items

Accepted Answer

Since most of our inventory is based off seasonal runs  this usually means that once an item or size is out of stock  we will no longer receive more to sell. We recommend checking our website frequently for the most up-to-date inventory and item availability.  You can also sign up for our online newsletter at the bottom of our website to receive the latest news and exclusive offers.

Question 30

How do I get free Shipping

Accepted Answer

Join the Billabong Crew loyalty program for free shipping and other fantastic perks. Click here to sign up. For non-members we provide FREE Economy Shipping on orders over $99 and FREE Standard Shipping on orders over $125.

Question 31

Password reset

Accepted Answer

If you have forgotten your password  click the FORGOT PASSWORD link in the LOGIN WINDOW for instructions on resetting your Password. US: https://www.billabong.com/account/login#recover

Question 32

International Shipping

Accepted Answer

Currently Billabong.com only ships domestically within the United States.  We are working on enabling an international shipping carrier which hopefully should be available sometime next year (Fingers crossed). Please let me know if you have any questions or concerns and I would be more than happy to assist as needed. Thank you for shopping with Billabong and hope you have a great day.

Question 33

Hours of Operation

Accepted Answer

Billabong Customer Support can be reached toll free at (844) 790-2278 via email at customerservice@billabong.com Monday-Friday 8:00am-5:00pm (PST) and is closed Saturday & Sunday.

Question 34

Tracking says delivered, but I don't have the product

Accepted Answer

There can be multiple reasons why your tracking states delivered but you have not received your package. =-@ Carrier Hand Off: Some packages travel through multiple carriers.@ In rare cases packages may say delivered up to 48 hours before arrival depending on carrier.Look for a notice of attempted delivery.@ Look around the delivery location for your package. Some carriers may hide packages to avoid theft.If your package states delivered and you have yet to receive it after 48 hours please contact customer service.

Question 35

Holiday schedule

Accepted Answer

Billabong Customer Support is closed on the following holidays:   May 26 Memorial Day,  July 4	 Independence Day, September 1 Labor Day,  September 23 Rosh Hashanah,  September 24 Rosh Hashanah, October 2	Yom Kippur, November 27  Thanksgiving,  November 28	 Day after Thanksgiving,  December 25 Christmas Day, January 1 New Year’s Day

Question 36

Shipping Rates and Timelines – US / CA

Accepted Answer

UNITED STATES?Economy 5-14 Business Days: $7.99 - iShip

Economy (Order over $99) 5-14 Business Days: FREE - iShip

Standard 3-7 Business Days: $10.99 - UPS Ground

Standard (Order over $125) 3-7 Business Days: FREE - UPS Ground

Priority 2-3 Business Days: $22.99 - UPS

Express 1-2 Business Days: $29.99 - UPS

PO BOX

Economy 5-22 Business Days: $7.99 - iShip

Economy (Order over $99) 5-22 Business Days: FREE - iShip

ALASKA & HAWAII

Economy 12-22 Business Days: $10.99 - iShip

PO Box (Order over $125) 12-22 Business Days: FREE - iShip

Priority 5-10 Business Days: $12.99 - UPS

Express 1-2 Business Days: $29.99 - UPS

PUERTO RICO & US Territories

PO Box 5-10 Business Days: $12.99 - iShip

Priority Mail 5-10 Business Days: $12.99 - iShip

Priority Mail (Order over $125) 5-10 Business Days: Free - iShip

US LOYALTY MEMBERS

Economy 5-22 Business Days: FREE - iShip

Standard (Order over $125) 2-3 Business Days: FREE - UPS

CANADA

Standard 3 - 7 Business Days: $9.99 – CanadaPost

Standard (Orders over $99) 3 - 7 Business Days: FREE – CanadaPost

Priority 2 – 3 Business Days: $19.99 – UPS

Express 1-2 Business Days: $24.99 - UPS

Question 37

How to become an Authorized Dealer

Accepted Answer

If you are interested in becoming an authorized Billabong dealer please email the below information to customerservice@billabong.com. Once received one of our representatives will forward your request to the appropriate outside sales rep for review.* Store Name:

* Address:

* Website:

* Contact Name:

* Phone #

* Email:

* Store Description:

:One of our Outside Sales Reps will contact you directly to provide additional information regarding the requirements it takes to become an authorized dealer of ours. (Our customer service team does not have access to checking updates on these requests)

Question 38

When will my order ship?

Accepted Answer

Economy/Ground Order Processing: Allow 2-3 business days (excluding weekends & all U.S. federal holidays) for processing before order ships from our warehouse.Second Day/Next Day Order Processing: Second/Next Day Order Processing: Allow 24 hours for processing before orders ship from our warehouse. (Excluding weekends & all U.S. federal holidays).Delivery Time: Time begins calculating once order has shipped from the warehouse. Please allow 24 hours for your tracking number to update from when the order has shipped.

Question 39

Employment opportunity

Accepted Answer

We are always looking for new members to add to our family that share the same passion for art, music,  film and action sports. Our dynamic company culture attracts the most creative  passionate individuals. We work hard and play hard in a fun casual work environment. https://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=28ddd364-1f39-4041-a05c-0ad7abcaf07b&ccId=9200639133370_2⟨=en_US

Question 40

Can I change my shipping address

Accepted Answer

Once an order has been submitted we are unable to cancel or modify the shipping address on file. Please contact our customerservice@billabong.com if you cannot retrieve this delivery and we would be more than happy to provide the available options we have to offer.

Question 41

obtaining a copy of your invoice

Accepted Answer

If you are needing a copy of your invoice from a previous online purchase you can call us Toll Free 844-790-2278 or email us (customerservice@billabong.com) with your original order # and one of our representatives would be more than happy to send you a copy of your invoice or credit memo.

Question 42

How is my tax calculated

Accepted Answer

All states/territories that Billabong has a physical presence in (Such as a store  office or warehouse) will collect applicable state and local sales tax from our customers. Your on-screen order totals will reflect an estimated tax amount  and the true sales tax will be calculated and charged at the time your order is invoiced and shipped.

Question 43

How can I unsubscribe

Accepted Answer

We are sad to see you go  but you are welcome back anytime you'd like. Feel free to change your email preferences and/or unsubscribe here: US: https://www.billabong.com/pages/data-sale-opt-out    If you're unable to unsubscribe and need additional assistance  please contact Customer Service. at 844-790-2278

Question 44

Pants inseam length

Accepted Answer

Some of our pants and denim will not offer an alternative inseam length. If you do not see this option on the product page  we are either out of stock for that size or we do not have an inseam option for that item time. All items without an inseam option will be considered a graded 32" inseam length.

Question 45

Wish List

Accepted Answer

if you create a Billabong account using your specified username and password  any items you add to your wish list will remain there until either purchased or removed manually. To create your online Billabong shopping account  please visit the following link and fill out the necessary information. US Site: https://www.billabong.com/account/register

Question 46

Is your website secure

Accepted Answer

Billabong has an agreement with a hosting company in the USA to provide sufficient safeguards for the protection of your data. Personal information will be handled in accordance with current data protection legislation and our Privacy Policy https://www.billabong.com/pages/privacy-policy

Question 47

Outseam length for shorts

Accepted Answer

The outseam will be the length of the short  starting at the hip and ending at the bottom of the short. The outseam length does vary per style and we do not have different options for any of these items. All the outseam lengths will be noted in the description on the item page once you have selected which item you want to view.

Question 48

How tdo I report counterfeit products

Accepted Answer

One thing that really upsets us at Billabong is hearing stories from our customers that received counterfeit/non authentic Billabong product. We work hard to shut these fake dealers down so you don’t end up disappointed when cheap knockoffs arrive in the mail. If you would like to report a fake or counterfeit reseller (which we encourage you do) please fill out this form with as much info as possible and email it directly to us at Customerservice@Billabong.com. • Counterfeit Product:

• Location Where Seen

• Address:

• Suite/Apartment #:

• City:

• State:

• Postal Code:

• Country:

• Date Seen:

• Type of Event:

Remember purchasing Billabong product through our online store www.Billabong.com or one of our Authorized Dealers is the only way to 100% guarantee you will receive authentic Billabong product. We appreciate your loyalty and support to the Billabong brand.

Question 49

Sponsorship Request

Accepted Answer

We appreciate you choosing Billabong as a potential sponsor. We would be more than happy to send your sponsorship request to the appropriate contact in our sports marketing division. Please email us (customerservice@billabong.com) with the below information: • Resume

• Contact information

• Sport you compete in

• Any pictures

• Anything else you feel will help you stand out against the crowd!

Please submit your body of work and we appreciate your patience!

Question 50

Unsolicited Submissions

Accepted Answer

Billabong or any of its employees do not accept or consider any ideas  notes  drawings concepts or other information unless specifically requested from you. Billabong will exclusively own the rights to all materials sent in for any purpose without compensation to you or any other entities. We welcome your comments about our products and website however any comments ideas suggestions or other communications (collectively "Comments") sent to us whether through the website e-mail U.S. mail social media or other means shall be and remain the exclusive property of Billabong.The sole purpose of this policy is to avoid potential misunderstandings or disputes when Billabong’s products or marketing strategies might seem similar to ideas submitted to us.

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