Frequently Asked Questions
◆Returns and Exchanges
Do you offer exchanges?
Yes, but only if we receive your purchase back in unused 'new' condition.
What is your returns and exchanges policy?
Visit our Returns page for detailed info.
How do I return my items?
Email surf@episode-watertools.com.au for instructions.
◆Shipping
How long will it take for my order to arrive?
Production is done upon receipt of an order. It takes about 3 weeks to receive your order.
What are your shipping rates?
Shipping option（Shipped by EMS）
Transport time is about 3 weeks
Price：$60〜US per full suit
Can you ship internationally?
We ship to the United States, Australia, New Zealand, and Canada.
How do I track my orders?
A tracking number will be sent to you in your shipping confirmation email.
Do I pay duties?
It is a personal import. Taxes are to be paid by the customer.
◆Repairs
How do I get my item repaired?
We are pleased to repair any wetsuit purchased if it's possible to do so. Please email surf@episode-watertools.com.au and provide a description of the wear and tear along with photos and our customer service team will respond with a outline of the process.
How long will it take for my items to be repaired?
It will be about 3 weeks.
Do I have to pay for shipping on my repair?
If your wetsuit is still under warranty we will cover all shipping, otherwise you will need to cover the shipping and repair cost.
◆Product Information
How do I care for my wetsuit?
Rinse your wetsuit in fresh water after each surf and hang it in the shade to dry.
Where is your size chart located?
Visit our Size Chart page for sizing details.
◆Orders
Can I make changes to, or cancel my order once placed?
Yes. Please email surf@episode-watertools.com.au within 24 hrs of your order and we should be able to adjust it for you.
How long does it take to process my order?
We process orders within 24hrs on business days.
What company do you use for shipping?
Shipped by EMS
Why haven't I received confirmation or my order?
If you have not received confirmation of your order immediately after your purchase please check your junk folder. If you still can’t find the confirmation email, please message us at surf@episode-watertools.com.au and we’ll double check your details and resend.
◆Payments
Is my payment secure?
Our payment process is secured by Shopify payments. No card information is kept by us.
Can I use credit card for payments?
Yes. Just fill in your customer and shipping information and you will be prompted for your credit card details.
Do you offer exchanges?
Yes, but only if we receive your purchase back in unused 'new' condition.
What is your returns and exchanges policy?
Visit our Returns page for detailed info.
How do I return my items?
Email surf@episode-watertools.com.au for instructions.
◆Shipping
How long will it take for my order to arrive?
Production is done upon receipt of an order. It takes about 3 weeks to receive your order.
What are your shipping rates?
Shipping option（Shipped by EMS）
Transport time is about 3 weeks
Price：$60〜US per full suit
Can you ship internationally?
We ship to the United States, Australia, New Zealand, and Canada.
How do I track my orders?
A tracking number will be sent to you in your shipping confirmation email.
Do I pay duties?
It is a personal import. Taxes are to be paid by the customer.
◆Repairs
How do I get my item repaired?
We are pleased to repair any wetsuit purchased if it's possible to do so. Please email surf@episode-watertools.com.au and provide a description of the wear and tear along with photos and our customer service team will respond with a outline of the process.
How long will it take for my items to be repaired?
It will be about 3 weeks.
Do I have to pay for shipping on my repair?
If your wetsuit is still under warranty we will cover all shipping, otherwise you will need to cover the shipping and repair cost.
◆Product Information
How do I care for my wetsuit?
Rinse your wetsuit in fresh water after each surf and hang it in the shade to dry.
Where is your size chart located?
Visit our Size Chart page for sizing details.
◆Orders
Can I make changes to, or cancel my order once placed?
Yes. Please email surf@episode-watertools.com.au within 24 hrs of your order and we should be able to adjust it for you.
How long does it take to process my order?
We process orders within 24hrs on business days.
What company do you use for shipping?
Shipped by EMS
Why haven't I received confirmation or my order?
If you have not received confirmation of your order immediately after your purchase please check your junk folder. If you still can’t find the confirmation email, please message us at surf@episode-watertools.com.au and we’ll double check your details and resend.
◆Payments
Is my payment secure?
Our payment process is secured by Shopify payments. No card information is kept by us.
Can I use credit card for payments?
Yes. Just fill in your customer and shipping information and you will be prompted for your credit card details.