.
NEW THRUSTER MODEL DROPPING THIS WEEK, CHECK IT OUT
Europe
0.00
smoothstar surf trainer

SmoothStar FAQ

Product selection

Which SmoothStar board is right for me?

At SmoothStar, we've created a size selector to help our customers choose the right SmoothStar based on height, weight and surf stance. Please review this article to check which board is right for you.

Does my surfing level determine which board I should use?

No, board selection is made based on your height and weight, just like a surfboard.

Is wheel size important?

Just like choosing different sized fins for your surfboard, different sized wheels will deliver different performance for your SmoothStar. Wheel size is best chosen based on your weight, however, depending on what surface you are using your SmoothStar on (smooth or rough), or what you are trying to achieve (more hold or slide), you can change the wheel size of your SmoothStar accordingly. Read our article on SmoothStar wheel customisation for more information.

Do I need to know how to skate to ride a SmoothStar?

No, you do not need to know how to skateboard to use a SmoothStar. SmoothStar is not a skateboard but a surf trainer and has very little to do with skateboarding. With every SmoothStar purchase you are sent links to instructional videos. We also have specific SmoothStar coaches and events that can assist you and improve your riding.
Find a SmoothStar coach here.
Discover SmoothStar events here.

Will my SmoothStar board come fully assembled?

Yes, all purchases of SmoothStar complete boards come assembled. If you just purchase an individual deck, it will not come with any other SmoothStar components.

Can I test ride a SmoothStar board?

Yes, you can test ride a SmoothStar. Some of our stockists offer test riding on our boards. We do not currently offer board test riding from our European head office.

If you have any questions or concerns about our boards, please contact our customer support team on support@SmoothStar.com for Europe. Our helpful staff will be more than happy to guide you through the functionality of our boards and any other concerns. You may also choose to watch or read reviews online.

Can I customise my SmoothStar at checkout?

At the moment, SmoothStar does not have the facilities to enable customisation at checkout, however we are looking to add this option in the future.

What sort of trucks do SmoothStar use?

SmoothStar uses a standard skate truck on our boards. Upgrading the trucks to a more expensive skate truck or specialist truck brand will make no functional improvement to the way your SmoothStar performs.

SmoothStar Maintenance

How long will my SmoothStar last?

Your SmoothStar has been designed for extreme longevity. Provided you maintain the lubrication and periodic maintenance of the Thruster and board, your SmoothStar will provide many years of enjoyment.

How do you service the Thruster?

If you would like SmoothStar to service your Thruster, please purchase a SmoothStar Recondition Service, using this link. Your Thruster will be returned to you with an additional 12-month warranty. It is possible to service your SmoothStar Thruster at home. Please watch and follow the instructions in our video, How to Service and Maintain your SmoothStar.

Why is there a squeaking noise and how can it be fixed?

Squeaking coming from the Thruster mechanism is common and can be solved easily in a few seconds. The squeaking is not dangerous or damaging to your SmoothStar so there is no need to be worried!

Unfortunately, we cannot provide this oil with purchase due to the long distance it must travel to get to customers. Imagine if oil was everywhere inside the box!

To fix this problem, tip the board on its side and apply a little lubricant on the front and end of the spring inside the Thruster. Please use machine oil or sewing machine oil which is readily available in hardware stores. Don't use WD-40 as it is too light to lubricate this part effectively.

Why did I get a spare rubber part with my SmoothStar purchase?

We provide a spare rubber pivot cup for the back truck with every purchase of a complete SmoothStar. Just like the rubber on the wheels of a car wearing down over time, the pivot cup on the back truck will receive the most wear over time. This is due to the additional pivoting force exerted on the back truck.

What SmoothStar components can wear out over time and which spare parts might I need?

Bushings, wheels and the pivot cup on the back truck are all components that can wear out over time. You can easily replace these at home. All spare parts can be purchased direct from the SmoothStar website.

Shipping

How long does it take to ship within the EU?

The shipping information below relates to orders made before 9am CET (Central European Time) Monday to Friday. No orders are processed by our warehouse on weekends.

Shipping within France takes 1-2 business days for major cities and 2-3 business days to regional areas, from the day the item leaves our warehouse.

Shipping to other European countries outside France take 3 - 5 days. UK is 4 - 6 business days.

When will I get my tracking number?

After ordering your SmoothStar online, you will receive your tracking number within 24 - 48 hours (Monday-Friday). Tracking details will be sent to the email you used to purchase your SmoothStar. Please check your junk folder if it doesn't appear in your email inbox.

If you do not receive your tracking number from SmoothStar within 72 hours (business days only), please contact SmoothStar support on

How do I track the delivery of my item?

After ordering your SmoothStar online, your tracking number will be sent to your email address. Follow the instructions within the email.

How much does shipping cost?

Please note the below prices may fluctuate due to fuel surcharges.

Shipping from the European website:
France - €5
Spain - €7
Germany - €5
UK - €10
Russia - €20
Netherlands - €5
Ireland - €7
Italy - €7

What happens if my item gets stuck in Customs?

Items held in customs usually require an import tax to be paid before the item will be released.

If your SmoothStar is held in customs, you will receive an official notification from the Customs department in your country. Follow the instructions in the Customs notification.

UK Orders & Brexit

What is the impact of Brexit for UK customers

Before Brexit 1/1/2021 SmoothStar Europe would sell boards to many UK customers which included VAT. Since 1/1/2021, all SmoothStar products exclude VAT for UK customers which means our customers in the UK will need to pay the VAT when they import the products. SmoothStar Europe is not liable for any UK import taxes or duties. 

As of 1/7/2021, SmoothStar Europe will not reimburse any customers that wish to return their products. All SmoothStar products that sent to the UK originate from France so the invoices clearly state there is NO VAT for UK customers. 

What if I didn't know I had to pay for VAT taxes in the UK?

This is unfortunate but consumers should know prior to purchasing that products quoted in €Euros are sent from the EU without VAT. SmoothStar Europe has helped UK customers by heavily subsidised the shipping costs . The real shipping and handling costs are approximately €30 from France to the UK. If you have further questions regarding the amount of VAT on import,  we recommend you read this UK government website.  You can also send an email to SmoothStar customer support. 

To make it faster and easier, SmoothStar International will be opening a new distribution for UK customers. There is currently no ETA.

Stockists & Retailers

How do I become a SmoothStar stockist or distributor?

SmoothStar products have been specifically created as a surf trainer to improve surf progression. Our products are to be used this way rather than to be identified as a skateboard and lifestyle product.

To become a SmoothStar stockist, you must meet the minimum requirements of selling surf related hardware. If you would like to apply to become a stockist, please contact support@SmoothStar.com.au in Australia or support@SmoothStar.com in Europe.

To become a distributor, we prefer that you have a background of distributing technical surf hardware. Minimum order volumes apply. If you would like to apply to become a distributor, please contact support@SmoothStar.com.au in Australia.

Does SmoothStar discount their products?

As a functional surf trainer, SmoothStar is not affected by fashion or seasonal changes. Our products are always in demand worldwide so we rarely offer discounts.

Is SmoothStar available on eBay or Amazon?

SmoothStar does not support dedicated online retailers such as Amazon, eBay, SurfStitch and Blue Tomato etc as it is difficult to incorporate SmoothStar brand and selling guidelines.

How should I display SmoothStar in my shop?

SmoothStar boards are generally displayed vertically so customers can easily identify the difference in sizes. For more information on how to display SmoothStar in your surf shop, please refer to your account manager.

Distribution

What sort of distribution is available?

SmoothStar has a worldwide distribution network. We mainly focus on exclusive distributions and fostering close relationships with our distributors.

To become a distributor, we prefer that you have a background in distributing technical surf hardware. Minimum order volumes apply. If you would like to apply to become a distributor, please contact support@SmoothStar.com.au in Australia.

What countries are currently covered by pre-existing distribution relationships?

We currently have distribution partners in Australia, China, Chile, Costa Rica, France, Peru, Poland, Portugal (non-exclusive), New Zealand, Norway, Mexico, Russia (non-exclusive), South Africa, South Korea and Taiwan.

Warranty & Return Policy

SmoothStar’s reputation is built on high quality and performance products that we stand behind with full confidence. Since the company's inception in 2004, we receive very few warranty claims compared to the volume of products manufactured. Since 2018, we receive less than 20 20 genuine warranty claims worldwide per year. This excludes any 3rd party damages such as logistic companies damaging the products during transport.

Should you experience a defect or lack of compliance in a SmoothStar product, it may be covered under the SmoothStar Warranty however we encourage you to review the below details on what is and what is not covered, before submitting a warranty claim.

What is covered under the SmoothStar warranty?

SmoothStar Warranty is valid for 24 months in Europe from date of purchase. Please make sure you keep your receipt.  SmoothStar warranty is non-transferable.
 
A 3 month warranty extension is available for all territories:
  • Download the SmoothStar app on Apple App Store or Google Play
  • Register your purchase
  • Watch the maintenance SmoothStar videos
If SmoothStar decks are well maintained and the SmoothStar Thruster well lubricated, the SmoothStar will last well beyond the warranty period - Please review all SmoothStar maintenance videos.
 
In case of a genuine SmoothStar warranty, only defective components will be repaired. In special circumstances, the component will be replaced. Under no circumstances will the whole complete SmoothStar board be replaced.
If your item is not covered by warranty we will issue you with a quote via email following assessment.
In all instances, SmoothStar warranty is void if the nut on the Thruster is tampered with or turned. This is clearly indicated on every Thruster in all territories with a yellow warning sticker. Do not touch this component under any circumstance. In almost all cases, official SmoothStar repairers can identify whether the nut has been tampered or adjusted. 

What is not covered under the SmoothStar warranty?

General wear and tear from use:
  • Dents and scratches to the deck, trucks, or wheels
  • Worn grip tape & air bubbles
  • Wheels that have worn down from use
  • The rubber on trucks
Damage from direct impact:
  • SmoothStar is a surf trainer not a trick skateboard. It is not designed for direct impact to rails, concrete, curbs, walls, ramps or any other structure. If you regularly ride skate bowls and want to protect your SmoothStar deck, it is recommended to purchase nose or tail deck protectors.
  • Any delimitation or splitting of the wood layers or glue.
Damage to the Thruster from: Tampering with or turning the nut on the Thruster instantly voids the SmoothStar warranty. If you have adjusted this nut and you are seeing subsequent damage, you have three options:
  • Attempt to fix the Thruster mechanism yourself. See below maintenance video for details. Additional parts are available for individual purchase if needed.
  • Purchase a new Thruster - This option is only available for existing customers. Please contact SmoothStar at support@SmoothStar.com
  • Send the Thruster to SmoothStar (recommended) for Thruster reconditioning via 5x service centres in Europe (UK, France, Poland, Germany and Spain). A SmoothStar support agent will provide the service centre address for the respective region after purchase.
  • Send the Thruster to SmoothStar for Thruster reconditioning via the European Service centre.
Tightening the spring in the Thruster too tight. The SmoothStar Thruster is designed to be loose and not tight and stiff like a skateboard truck. It is not recommended to tighten the spring too tight. This will create too much strain on the internal tension arm which can cause cracks and damage which will not be covered under warranty.

Shipping costs for warranty items

It is the responsibility of customers to pay for all shipping and handling costs when returning items to SmoothStar for warranty inspection.
If SmoothStar determines the warranty claim to be genuine, we will reimburse all related shipping costs. We ask that you retain all shipping receipts and invoices as no shipping costs can be reimbursed without them.
To be reimbursed shipping must be sent only via standard post, not express.

Instructions for processing a warranty claim

If you purchased your SmoothStar through a retailer, it is still recommended that you process your warranty claim directly with SmoothStar.
To process your warranty claim, you must make prior contact to our customer service in your respective territory. Please use the following links:
SmoothStar Europe
A customer service representative will contact you and request more information including images and video to show the issue.
Your warranty claim will be approved or declined based on the information provided.
If approved, you will be requested to fill in an online warranty form and instructed to ship the component in question to your nearest service centre.

How to package your complete board for shipping a warranty claim to SmoothStar

Ensure the item is packaged so it will not get damaged in transit. Include your support ticket number, name, address, contact number, email address, where you purchased it (what surf shop / online etc), as well as a brief description of the issue.  Please include a copy of your receipt or proof of purchase if your item is within the warranty period. If your item is not covered by warranty we will issue you with a quote via email following an assessment.

How to package your Thruster for for shipping a warranty repair or replacement within the EU

  1. First, you should have lodged your warranty claim with SmoothStar using the Google Form.
  2. If your board is covered under warranty as confirmed by SmoothStar, you will be given the nearest repair centre in the EU. Currently we have Poland, France, Spain and the UK. You will be given the address of the SmoothStar centre.
  3. Remove the truck and Thruster from your SmoothStar Deck and then remove the Thruster from the truck. Please see this video:

Note: Please only send the Thruster, not everything, otherwise we will not refund postage costs. Postage must be economical and not express to get reimbursed.

Ensure the item is packaged so it will not get damaged in transit. Include your support ticket number, your name, address, contact number and email address as well as a brief description of what the issue is. Please include a copy of your receipt or proof of purchase if your item is within the warranty period. If your item is not covered by warranty we will issue you with a no obligation quote via email following assessment.

Support & Help

What support does SmoothStar offer?

SmoothStar has a dedicated support team available to support you with any questions you might have about our products. If you have any doubt about which product is right for you, we highly recommend you contact us.
Alternative options of support are:
Via email  support@SmoothStar.com
Via WhatsApp by phoning +61 (0) 415 360 450
Via Facebook messenger via https://www.facebook.com/SmoothStarskate

We do not offer reliable support via Instagram Messenger.

What languages does SmoothStar support?

At SmoothStar, we support the following languages:
English
Spanish
Portuguese
Japanese

Our website is also translated into German and French.

Can I speak to SmoothStar Support over the phone?

Yes. We are available within the working hours of 8am-5pm AEST (Sydney time) Monday to Friday.
Please call +61 (0) 415 360 450

Surf Coaching

Does SmoothStar offer surf coaching?

Yes. SmoothStar coaching is available and open to any level. You can find information on upcoming SmoothStar coaching events in your area by signing up for notifications on our website.

For Europe, register your interest here.

Can you recommend a surf coach in my area?

You can search for SmoothStar approved and recommended coaches in your area on our website.
For

How do I become a SmoothStar coach?

SmoothStar is by far the most recognised and established on-land surf tool within the surf coaching framework. If you are already a certified surf coach and would like to become a SmoothStar coach or incorporate SmoothStar into your surf school, please apply via this page.

How can I add SmoothStar to my surf school?

SmoothStar is by far the most recognised and established on-land surf tool within the surf coaching framework. If you are already a certified surf coach and would like to become a SmoothStar coach or incorporate SmoothStar into your surf school, please apply via this page.

Do you have video tutorials?

SmoothStar will soon have various training material to help people improve their surfing on land. Stadby for details. 
SmoothStar will soon have various training material to help people improve their surfing on land. Stadby for details. For a range of SmoothStar support videos and video tutorials please download the SmoothStar app on the App Store or Google Play free of charge or go to our YouTube channel.

Do you provide public training clinics?

Yes. SmoothStar runs free public events open to any level. You can find information on upcoming SmoothStar coaching events in your area by signing up for notification on our website.

For Europe, register your interest here.

Do you provide private training clinics?

Yes. You can arrange a private training clinic with one of our SmoothStar recommended coaches. Locate a coach in your area on the links below:

For SmoothStar coaches in Europe, go here

What is the best way to travel with my SmoothStar?

The best option is to take the Thruster and back truck out and put them in your luggage (we recommend you put them inside a sealed bag to avoid any oil contamination on your clothes). In most cases, you will be able to take your board with you as part of your carry-on luggage. Before you travel, check with your airline to ensure your carry-on bag complies with airline requirements.

APPLY TO BE A SMOOTHSTAR...

- STOCKIST

- INTERNATIONAL DISTRIBUTOR

- SURF COACH

- TEAMRIDER

SMOOTHSTAR

- GLOBAL

- AUSTRALIA (HQ)

- USA

- OTHER COUNTRIES ˇ

smoothstar
© SMOOTHSTAR INTERNATIONAL PTY. LTD. 2020 | PRIVACY | TERMS
cartmap-markermenuchevron-down
en_GBEnglish