Delivery Policy

At Surf, our mission is to provide a transparent, reliable, and flexible delivery experience for all customers. Whether your order is fulfilled by the seller or by our logistics partners, we aim to ensure you receive your items safely and on time.

1. Fulfilment Options

Surf offers two types of fulfilment methods depending on the seller and the product purchased:

A. Fulfilled by Seller

Some orders are shipped directly by the seller. In such cases:

• The delivery timeframe, shipping method, and any applicable charges will be determined and communicated by the seller.

• These details will be visible on the product page or seller’s store page prior to checkout.

• Tracking and delivery updates may be provided directly by the seller.

This option provides sellers the flexibility to use their own logistics channels and handle delivery directly with the customer.

B. Fulfilled by Delivery Partners

For eligible products, customers have the option to choose from Surf’s integrated delivery partners during the checkout process. These include:

• Fastdrop

• MaltaPost

• DHL

At checkout:

• Customers will see available delivery partners based on product, location, and delivery method.

• Each partner will display an estimated delivery timeframe and shipping fee, allowing the customer to choose their preferred provider.

This option is designed to offer convenience, real-time delivery estimates, and professionally managed last-mile fulfilment.

2. Order Tracking

Once your order is dispatched, tracking information will be provided via email or SMS, depending on the selected delivery partner.

You can also track your order directly through the following official links:

• Fastdrop: https://tracking.fastdrop.mt

• MaltaPost: https://www.maltapost.com/tracking#/tracking

• DHL: https://www.dhl.com/mt-en/home/tracking.html

If your order is fulfilled by the seller, tracking details (if available) will be shared directly by the seller via email or message.

3. Failed Deliveries

In the event that a delivery attempt is unsuccessful:

• The delivery partner may attempt redelivery, subject to their own policies and may apply a redelivery fee.

• Customers will be notified in advance of any additional charges or required actions.

• It is the customer’s responsibility to ensure that the shipping address and contact details are accurate and complete at the time of placing the order to avoid delays or failed deliveries.

If your order is fulfilled by a seller and the delivery fails, please contact the seller or our support team for resolution.

4. Returns and Refunds

For details regarding how to return an item or request a refund, please refer to our Return Policy, which outlines eligibility, timeframes, and processing steps.

5. Seller Responsibilities

All sellers on Surf are expected to comply with the following delivery standards:

• Secure packaging: All products must be packed in a way that ensures they arrive undamaged.

• Clear labeling: Packages must be clearly labeled with delivery details to avoid misrouting.

• Prompt communication: Sellers must provide accurate delivery timeframes and update customers on the order status when required.

• Coordination with delivery partners (if using Surf’s fulfilment network): Sellers must follow Surf’s pickup and handover guidelines to ensure smooth logistics.

6. Customer Support

For any questions or assistance regarding delivery, please reach out to our support team:

• Email: info@surf.mt

• Phone: +356 77215267

We are available to assist you with tracking updates, delivery status, or issues related to your order.

7. Policy Updates

This Delivery Policy is subject to periodic updates to reflect changes in logistics partners, service coverage, or operational improvements. We recommend reviewing this page regularly for the most up-to-date information.

Version: 1.3
Effective Date: 31/07/2025