We will respond to your enquiry as soon as possible upon our return.
Who we are and how to contact us
Who are Watersports Outlet?
How can I contact you?
We are open for advice, questions and orders
Monday - Friday: 20:00 - 04:00
(+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.
Tel: (+61) 2 8318 0331
Monday - Friday: 20:00 - 04:00
How do I leave feedback?
If you'd like to provide feedback about our service, 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 02:00 on a normal working day. If the order is received after 02:00 , 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 3-5 working days to arrive, although in general the majority of our customers are pleasantly surprised to receive their orders very quickly.
Do you offer next day delivery?
We don't currently offer an express delivery option in New Zealand.
How do payments work?
What payment options are there?
- Major credit / debit cards
- 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 Worldline 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 New Zealand (no. 130-433-898). This is a 15% tax 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?
How do I change my password?
Please login then click on the following
- My Details
- 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?
Extended Christmas Returns
Orders placed from the 25th October to 15th November 2023 are eligible for our extended 90 day return policy.
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.
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.
All warranty claims must be handled in the country the item was originally shipped to. In the event an item needs to be returned to the original country to process a warranty claim, the customer will be responsible for any extra shipping charges incurred.
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.
Our warranty policy does not apply to items that have been purchased for use in commercial, rental, teaching or instructional program or activities.
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.
For an extensive list of frequently asked questions related to warranty claims, visit Warranty FAQs.
How do you use my personal information?