Frequently Asked Questions

• What is the contact number to reach Customer Service for the online shop?
  Please phone: 02 9215 8000 and request to be put through to the online shop.
• I am an authorised club purchasing officer, and need my club log in details
  Please email onlineshop@slsa.asn.au to request these, stating which club you are from and your position within the club. Your details will then be emailed back to you.
   
• How can I track my order?
  When you are logged in to the online shop all order details are listed under "My Account".  By opening the order in question, you will find tracking information required.  If you experience difficulty with this, please email:  onlineshop@slsa.asn.au for further assistance.
   

·         I need to return or exchange a product, what is the SLS Return Policy?
 

If you are not completely satisfied with your purchase, simply return the item to us in its original condition within 30 days of receipt.  Returned items should be unused and must be returned in original packaging with any relevant enclosed documentation. 
Clothing that has been worn, used or altered will not be accepted for return or exchange.

We will issue a full refund on receipt, excluding the original delivery charge. Alternatively, if preferred, we will exchange the item.

Exchanges
If your clothing item is in ‘like new’ condition, you may exchange your clothing item for a different size,  for this you are required to pay for return shipping.

1. Please email onlineshop@slsa.asn.au to request a return / refund and we will assign you a Return Merchandise Authorisation (RMA) reference number.
This needs to be clearly displayed on the parcel, to assist in identifying your particular return.

2. Mail your returned item to:
     Order Management Systems
     RMA REF: (insert #) 
     36 Orange Grove Road
     LIVERPOOL
     NSW 2170 
 

Please Note:
1.  Goods will only be accepted for return if they are despatched within 30 days of delivery, unless we have notified you otherwise.
2.  The item is your responsibility until it reaches our warehouse.  Therefore for your own protection we recommend that you send the parcel using a delivery service that insures you for the valuable goods.
3.  The cost of returning the item to us is your responsibility.
4.  Delivery charges are only refundable where goods are faulty and a refund is made. 

·         Can I purchase a Patrol Uniform?
Patrol uniforms can only be purchased by SLS club purchasing officials (within Australia).  Unfortunately we cannot sell pieces of the official patrol uniform for uses such as:  School Plays, Productions, Fancy Dress Costume’s, Work Functions etc.

·         What does the "status" of my order mean?

Processing: When the order is placed

In Warehouse: Order has been "pushed" from processing to the warehouse so they may start picking order.

Begin Picking: Order is being picked

Finished Picking: Order has finished picking and is ready for shipment

Begin Shipping: Order is ready to be processed for shipment

Finished Shipping: Order has been processed for shipping and is ready to be picked up

Complete: Order has been shipped with tracking information

• Surf Life Saving Club Billing Information
  Surf Life Saving Club’s within Australia are issued with 30 day accounts for purchases made on the Surfshop.  If you need to update your club’s current billing or contact information please email onlineshop@slsa.asn.au with information.
   
• I am an SLSA member, what can I purchase from the online shop?
  As an “SLSA MEMBER” you can request access to purchase the Waterproof Jacket, Patrol Peaked Cap, Rash shirt, Waistbags for example.  Patrol Uniforms (Patrol Shirt, Patrol Shorts, Skull Caps etc) can only be purchased by contacting your surf club. 
• How do I upgrade my user registration to SLSA Member?
  First you must register to use the online shop.  Send your registration email address to  onlineshop@slsa.asn.au where your membership status will be verified by Surfguard, and your online account upgraded.  You must be an Active Patrolling Member for the current patrol season. 
   
• Where can I purchase the SLS sunscreen?
  Request your nearest outlet for SLS Sunscreen by emailing onlineshop@slsa.asn.au 
   
   
• Is there an Ingredients list available for the SLS Sunscreen?
  Yes, this is displayed in the product description for the sunscreen, available on the Surfshop.
   
• How do I provide feedback, or suggestions to the online shop?
  We appreciate your time, and we are always looking for ways to enhance your online experience.  We welcome any feedback or suggestions you may have.  Please email these to onlineshop@slsa.asn.au
• I can’t find what I am looking for
  If there are products that you feel should be available to you (merchandise, patrol equipment, first aid gear etc), but you can’t find them on our Surfshop, please send us these suggestions for consideration.  onlineshop@slsa.asn.au