How can we help?

We’ve compiled a list of our most commonly asked questions to give you an answer faster. If there’s anything you can’t find here, you can contact us and we’ll get you sorted!

Black Friday & Cyber Monday Sales

Coupons cannot be used in conjunction with any other offer, such as the purchase of a sale item.

The sale starts 12:00am 23rd November and finishes 11:59am Tuesday 1st December.

We want to make sure you are always getting the best deal and can order at any time; so, the discount amount will remain the same throughout the entire sale weekend.

Unfortunately, our Return policy states that discounted or sale items are final and cannot be returned or exchanged. View more about our Return Policy.

As much as we would love to, we are unable to price match with a retailer. We do provide recommended RRP's to all of our stockists, however, they are still able to price their items how they choose.

If you do wish to place your order online through our website, you will have access to our full range of current boards and free shipping within the US for orders over $50.

Our Team is working to get all orders shipped and on their way to you within one business day. We are doing everything we can on our end to ensure deliveries are occurring as efficiently as possible, and to make sure our customers are kept up to date with their order's progress.

You will receive an email with your tracking information once your order has been shipped. For updates on your delivery progress, please refer to your tracking number located in this email and contact the courier if you need any further delivery updates. You can also check out our Shipping and Delivery page.

Orders

We accept Visa, Mastercard, American Express, PayPal Zip Pay and AfterPay.

Once your order has been placed, it immediately starts going through our fulfilment process.

Therefore, unfortunately, once your order has been placed, we’re unable to change any items you’ve ordered, this includes the quantity, size and/or colour. We’re also not able to change the address once the order has been placed.

Once your order has been placed, it immediately starts going through our fulfilment process. Due to the fast turnaround time in our Warehouse, we cannot cancel or recall an order once it has been placed. The package will have to be delivered and then we can proceed with the returns process.

If you’re looking to return for a refund or exchange your order, we're here to help! We offer returns or exchanges within 30 days of receiving your order. All items must be in brand new condition (unused, unridden) to be eligible for a refund or exchange and shipping costs are your responsibility for any delivery and re-delivery of goods.

Check out all of the details on our Returns Policy, such as which returns we can authorise and which ones we cannot.

Once you have checked those important T&Cs, if you still want to initiate a return or exchange, please complete our contact form here so our Customer Care Team can assess your returns request.

Your order may have been cancelled for a number of reasons. If your order (or part of your order) is cancelled, the relevant funds will be refunded to the payment method used on the order. This will be completed within 14 days.

If you still have questions about your order cancellation, we recommend you get in touch with our customer care team by filling out the contact form here.

We're sorry to hear you received a damaged or faulty item! If you have just opened your brand new order and notice that your board is damaged, please send us the following information here:

- Your Order Number
- Item Name
- Photos that show the fault as clearly as possible

Don't worry about sending your damaged item back to us, just keep hold of it until you've been in touch and we advise you what to do next.

Upon assessment by us, if we deem your goods to be faulty, normal warranty conditions will apply. It is your responsibility to follow warranty/instruction information. We may ask you to return your board and we will despatch your replacement item (subject to availability) or will happily refund the original product price and associated delivery costs. This will return to the original method of payment.

Please note, you are responsible for all costs incurred in relation to any return. Please allow up to 14 days for refunds to be processed upon our receipt of the goods.

We are so sorry you received the incorrect item! Please contact our customer care team by filling out the contact form here, so we can begin to get this resolved for you. Please include the following detail:

- Order Number
- Full Name
- Name of item missing and item received
- Images of item received

Shipping

As soon as your order has been shipped, you'll receive a shipping confirmation email. You will then be able to track your order through the tracking link on the email. If you haven't received an email yet, not to worry! Your order will usually take around 24-48 hours to be dispatched. 

*Please note, tracking may take around 24-48 hours to update after dispatch

Once your order has been placed, it immediately starts going through our fulfilment process. Therefore, unfortunately, once your order has been placed, we cannot change the address.

If the tracking number says it has been delivered, double check with all family members and/or neighbours that could possibly have picked it up. If the order is still not found please contact Australia Post who can help to track down the order. If they can't find the order please contact us immediately so we can begin working with Australia Post to resolve the issue.

We offer Free Shipping on all AU orders over $50. We also offer Express shipping if an item is needed urgently. Please refer to our Shipping & Delivery Page for complete details for AU and International shipping.

We are committed to ship orders the next business day, but due to currently delays, processing can take up to 2 business days. You will receive an email with the tracking number as soon as it is shipped and you can track your delivery progress there. Please refer to our Shipping & Delivery Page for our time frame of processing and shipping items.

We ship all online orders with Australia Post. Please note, your shipment does not require a signature on delivery.

Some international orders may have additional customs and import fees upon delivery. These are to be paid by you to the Courier. 

If you choose to refuse the customs fee, your parcel may be abandoned and we will not be held responsible for any loss of funds as a result of this occurrence. If you're unsure on whether you'll be subject to customs and import fees, we recommend contacting your local customs office for more information before placing your order.

Product

We are more than happy to help you find the right size Penny! All of our boards are suitable for most ages and sizes. The major factor to consider is the rider's ability and riding style more than anything else.

We typically find most customers, if they are beginners, will have a much smoother learning experience on the 27" board as these boards are a bit bigger, providing some extra stability. It's a common misconception that the smaller 22" board will be more suited to a smaller or younger person, however, this isn't always the case. A lot of Penny riders often progress from the 27" board onto our other sized boards, depending on their preference.

For more information, check out the size guide when you click into each board on the website. Please note, that board sizes and what will be best for you is based on personal preference, skill, age, and where and how you ride. However, you can use this guide to help make your decision.

Please note, Penny Skateboards are designed for single-user operation at a maximum mass per user of 100kg / 220 pounds. 

You can register your email by clicking the "Notify Me" button on the product page of the board you're after. As soon as we've restocked, we'll send you an email and you'll be able to complete your checkout then.

Board colours may vary depending on displays or devices. We colour correct our photos to show the samples as life-like as possible, but please understand the actual colour may vary slightly from your display. If you are using macOS or iOS we suggest to turn off True Tone in display settings for accurate colours.

Everyone does it differently! Some people like to take the trucks off and use a power-washer, which will definitely get the deck as clean as possible. Others just use a simple spray and wipe or a sponge to give it a good scrub. It's all up to you and what you have available! 

Just keep in mind, getting the bearings wet is never good for them. To prolong their life, we recommend taking the board apart first. Quick tip: Check out the Penny Care section of our website for info on how to remove/change components on your board!

Don't be too concerned if your new board is a little noisy! New boards can occasionally squeak as the high quality urethane, or Abec 7 bearings, may need some time to wear in and soften. Often times it is just your board screaming with excitement to get out of that box and be ridden by your radical self! 🛹

We know you are keen to get out on your new board, so, if you're not willing to wait until the board breaks in, follow the below tips.
Step 1 - Establish where the noise is coming from
Step 2 - Check you haven't tightened the wheels to much
Step 3 - Check you haven't tightened the kingpin nuts to much

If your board is still squeaking and you don't want to wait to break it in and are wanting us to check it out, contact us and our Customer Care Team will support you.
Note: A squeaky board that has been ridden, and has visible marks of riding and/or damage, will not be accepted for refunds under our return policy.

This is totally normal. The textured surface is a special spray-on grip which makes the board much safer and easier to ride, as you get more grip. Over time, it will wear down and become much more subtle.

All boards will arrive with secure components, however, since the nuts may loosen in the wearing-in period, tightening or adjustments of all bolts and nuts may be required to suit your riding preference.

It is expressly recommended that you regularly check your Penny Skateboard for loose bolts, nuts or damage prior to skating. Your trucks' kingpin nuts should be tightened or loosened to turn the board to your liking, whilst ensuring safety at all times. 

At first, you may notice that it seems like the trucks stick to one side, or that not all of the wheels touch the ground when you step on your deck. This is often a result of over-tightening. Your trucks may seem unstable or too ‘loose’, or turn too sharply when riding, or even result in dangerous speed wobbles. This is often a result of under-tightening.

The bushings will take time to break in, depending on the amount of use the trucks receive. Wheels should be tight enough that they wont fall off the axel, but not too tight that the axel nuts crush the bearings and stop the wheels from turning.

Our products are not toys, so we recommend only skateboarding in adherence with regulations regarding private property and road safety, and ideally, on flat, clean and dry surfaces using protective equipment and to only skate within your limits.

Your complete skateboard is a piece of sporting equipment. Before making any mods to your board, keep in mind, it was designed and manufactured to operate with all of the original components supplied in the form of which they arrive. It is only designed to operate safely with correct use of Penny manufactured components. Any modifications made to this board will void your warranty and may impair safety and/or impact performance of the equipment for its intended use. For more information Click here to view the complete Warranty.

If you want your skateboard to last, keep it out of the water! Water, both fresh and saltwater, will rust your bearings, other components and your bushings.

Avoid wet, icy or sandy conditions.

Unfortunately, we don’t offer the customiser anymore, sorry to disappoint! If you would like to create a custom board, we do sell all the individual components separately which are available to purchase on our website.

To make it even easier, we have a dedicated Penny Care guide on how to change different elements on the Penny board to help provide that extra bit of personalisation!

We do offer promotions on our site throughout the year which you can keep up to date with by signing up to the Penny mailing list at the bottom of our website, or by following @pennyskateboards on Instagram. By doing this, you’ll be the first to know about any sales, giveaways and launching of new styles! With that said, we do also have a Sale Items Section, which you can check out here if you can’t wait!

At the moment, we don't have Gift Cards available for purchase.

Warranty

Penny Skateboards are covered under a Limited Manufacturer's Warranty. If something does happen to your board caused by a manufacturing defect, please contact our customer service team with your proof of purchase and photos depicting the damage and we'll start a warranty claim.

Penny® Skateboards are guaranteed against manufacturing faults for 12 months from the date of purchase for all 22", 27" and 36" skateboards, and 90 days for all 32" and 29" skateboards.

If we deem the product to have a manufacturing fault or defect, we will repair it or send out a replacement skateboard depending on the result of our assessment. A repair or replacement for a manufacturing fault or defect will be at no charge to the Customer.

Click here to view the complete Warranty.

The original purchaser, who bought the product from Penny Skateboards. Proof of purchase is required.

Workmanship and/or materials that are deemed faulty or defected, providing the product has been used at all times in normal conditions, properly maintained and in accordance with the instructions.

To lodge a Warranty Claim, please fill out the following contact form here.

Scratches, cracks, breaks and snaps happen! All of these are caused from a number of conditions, including improper foot placement when landing tricks, impact to the board over time or mistreatment of the board. We recommend you inspect your deck regularly for chips or cracks. If any are found, discontinue use and replace your deck. Everyone breaks boards eventually down the track...so, unfortunately, no refunds outside of our warranty conditions apply! For more information Click here to view the complete Warranty.