FAQs

Tracks Shop is a curated multi-brand online store of
products that showcase the best of surf, travel and life around the coast – all
chosen through the lens of Tracks.

We partner with brands that align with the Tracks audience,
aesthetic and culture, simply put, it’s the magazine you can buy from. 

Yes. Tracks Media Pty Ltd is the merchant of record for all shop purchases. 

This means:

• Your payment is processed by Tracks 
• Your receipt and order confirmation come from Tracks 
• Tracks manages customer support, refunds and escalations 

Products are fulfilled and shipped directly by the individual vendor or brand partner.

Tracks Shop focuses on products connected to surf and coastal living, including:

• Surf hardware and accessories 
• Apparel
• Travel gear  
• Coastal lifestyle products 

All products are chosen to inspire life in and around the surf. 

Yes.

Tracks Shop includes a mix of:

• products from our brand partners 
• official Tracks merchandise 

Tracks products are sold directly by us and will be clearly identified on the product page.

Depending on what you order:

• Tracks products may be shipped directly by Tracks 
• Other products are shipped by the individual brand 

If your order includes a mix of Tracks and brand partner products, they may arrive separately.

Yes.

Tracks Shop offers free standard shipping on eligible Australian orders over $150. 

Exclusions include:

• Surfboards
• Oversized or bulky items 
• Freight items 
• International shipping 

For orders under $150, shipping is a standard fee of $12.95.

Currently, Tracks Shop offers:

• Domestic Australian shipping only 
• Standard shipping only (no express shipping) 

Expected delivery timeframes:

• Metro: 1–6 business days 
• Regional: 2–9 business days 

Shipping times may vary during peak periods.

Possibly.

As products may come from different brands, orders can be fulfilled separately and may arrive at different times. 

Separate shipping charges may also apply for orders under the free shipping threshold where products are being shipped from multiple vendors. 

Tracks operates a vendor-fulfilled retail model, meaning brands ship their own orders directly to customers. 

This allows us to:

• work with a wider range of specialist brands 
• maintain a curated product mix 
• reduce unnecessary warehousing and handling 
• ensure products come directly from the source 

Surfboards are treated differently from standard products due to their size and freight requirements. 

Please note:

• Surfboards are excluded from free shipping 
• Freight is calculated individually 
• Delivery times may be longer 
• Surfboards are shipped directly by the vendor 

All Tracks Shop orders include tracking. 

Once your order has shipped, you’ll receive tracking details via email from Tracks.

Tracks will coordinate with the vendor and shipping provider to investigate lost parcels. 

Tracks remains your primary customer support contact throughout the process.

If your item:

• arrives damaged 
• is incorrect 
• has a manufacturing fault 

please contact Tracks customer support on customerservice@tracksmedia.com.au.

Tracks will:

• coordinate directly with the brand 
• assess the issue in line with the brand’s policy 
• arrange a refund, replacement or resolution where applicable 

Return shipping for faulty items is covered by the brand.

We accept returns within 30 days of purchase.

To be eligible, items must be unused and in their original packaging. Return shipping is the customer's responsibility, and original shipping costs are non-refundable.

To submit a return request please go to 'Track Your Order' and follow the steps. Tracks will then provide you with a pre-paid return label which will be deducted from your return amount. 

For more information on returns please visit our Shipping & Returns page.

To start a return, click here.

Currently:

• change-of-mind returns are not accepted for surfboards
• faulty or damaged surfboards are handled on a case-by-case basis

Tracks is the primary point of contact for all enquiries.

This includes:

• shipping questions
• returns
• refunds
• damaged goods
• order updates

Contact details: customerservice@tracksmedia.com.au
Monday – Friday 9am – 5pm