Billabong Help

FAQ

Has my order shipped?

You will receive a shipping confirmation notice via email when your order has left the warehouse. If it has been more than a few business days since placing your order and you have not received shipping confirmation, please contact customer service at store@billabong-usa.com or by calling (888) 509-5931.

How can I track my order?

You will receive a shipping confirmation notice via email when your order has left the warehouse. It will contain information to track your order. You can also view your tracking information on your order history page, once you have logged into your account. If you have any questions, please contact customer service at store@billabong-usa.com or by calling (888) 509-5931.

Why is my tracking information not appearing?

Once your package has shipped, it may take up to 48 business hours for tracking information to appear on a carrier’s website. This is due to the timing of updates made by the carrier’s tracking system. If it has been more than a few business days since receiving shipping confirmation and you do not see tracking information, please contact customer service at store@billabong-usa.com or by calling (888) 509-5931.

There is a problem with my shipment, what should I do?

Please contact customer service at store@billabong-usa.com or by calling (888) 509-5931.

My order never arrived.

Please contact customer service at store@billabong-usa.com or by calling (888) 509-5931.

How can I get a copy of my invoice?

You can download a copy of your invoice on the orders page, once you have logged into your account.

I ordered the wrong stuff! What do I do?

Once you place an order at Billabong, you cannot make changes through the online store. Please call us as soon as possible at (888) 509-5931.

When will my order ship?

Orders will be processed for shipment within one to two business days of receiving, not including weekends or holidays. Items normally ship via UPS Economy (SurePost), a service which partners with USPS for residential delivery. Actual transit times are 2 to 7 business days from shipment. A shipping confirmation email will be sent when your order leaves our warehouse. Billabong currently ships exclusively to contiguous US, Alaska and Hawaii addresses.

Timing of billing

Your credit card will only be charged once your order has shipped. Most orders ship within two business days of receiving your order. You will receive a shipping confirmation email once your order ships from the warehouse.

Do I have to pay sales tax?

Only residents in California, Hawaii and New York are required to pay sales tax.

Accepted forms of payment

We accept all major credit cards: Visa, Mastercard, Discover, American Express and PayPal. *Please note: The Credit Card must have a United States billing address.

If I order the wrong size can I return the item?

Unused product may be returned using our free return shipping labels for full refund within 30 days of purchase. We do not offer direct exchanges. If you wish to exchange any part of your order, you will need to create a return for a full refund, and purchase the new item. Please allow 7-14 days from return receipt for credits to be issued.

How do I return an item when I completed a purchase as a guest?

For orders purchased through guest checkout, you will need to email our customers service team at store@billabong-usa.com. For complete return instructions please visit our Return Policy page.

Can I return an item that I have used?

Sorry, only products in new, unused condition will be accepted for returns. View return policy

Warranty

All products are covered under our standard warranty policy. Please contact customer service at (888) 509-5931 or email us at store@billabong-usa.com for more information.

Catalog Unsubscribe

If you would to no longer receive the mailed catalog, please visit the link here to unsubscribe. View Catalog Unsubscribe

What is a CSC code?

A card security code is an added safeguard for your credit card purchases. Depending on the type of credit card you use, it is a 3- or 4-digit number printed on the back or front of your credit card. For most online credit card purchases from us, the security code is required information. For Visa, your identification number is the 3-digit number found on the back of your credit card near the signature panel.

Is your site secure?

Our secure servers protect your information using advanced encryption and firewall technology throughout the ordering process. Most browsers will show a lock icon in the bottom status bar on secure pages. Look for this icon on any web page that asks for your personal information. To further ensure your security, we use state of the art SSL (Secure Sockets Layer) encryption to protect your personal information from unauthorized use.
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