Orders is the working record between payment and delivery. It is separate from My Sails: Orders follows the purchase; My Sails holds the finished sail and its long-term record.
The order sequence
1. Payment starts the order
Paying in full or paying the deposit starts sailmaker review. It does not release the sail to production.
Shipping is selected and calculated for your destination at checkout, so it is visible before the order is placed. Import duties, VAT/GST, customs clearance and carrier handling charges are separate and remain the customer’s responsibility.
2. We review the specification
A sailmaker checks the order against the boat record, dimensions, photographs, hardware and choices you supplied.
Most reviews need nothing further. If a measurement, fitting or photograph does not add up, we contact you with the specific information needed. This is an action in the review, not a separate support case or a customer-facing order status.
3. You approve the Sail Passport
When review is complete, the reviewed specification appears on the website as your Sail Passport.
Check the boat, hardware and choices, read any correction we made, and ask about anything that surprises you. Confirm it on the website when it is right. Nothing is released to production until you confirm.
4. The sail enters production
Confirmation locks the production version. Cloth can then be allocated and cut, so later changes may affect both price and timing.
The order shows its current progress. The exact wording shown in the interface may change as the production workflow develops; the important boundary is whether the Passport is still waiting for confirmation or the sail has been released to production.
5. Shipping and tracking
When the sail ships, the order carries the carrier and tracking information where the carrier provides it. Customs processing and the final delivery date are controlled partly by the destination and carrier, so tracking is more useful than a promised arrival day.
What needs you
Only two parts normally wait for the customer:
A specific request during review. Reply with the requested measurement, photograph or clarification.
Sail Passport approval. Confirm the reviewed record on the website. Production does not begin while it is waiting.
You do not need to watch the page continuously. We contact you when an action is required.
After delivery
The purchase remains in Orders. The finished sail and its completed Passport live in My Sails, where inspection details and later service records stay with the sail.
For any order question, email crew@surgesails.com with the order number. There is no separate support request inside the order.