Shipping Policy

At Kayak Shop, we’re committed to getting your water sports gear to you efficiently and ensuring your complete satisfaction with every purchase. Whether you’re gearing up for kayaking, paddle boarding, or other aquatic adventures, we’ve designed our shipping and returns policies to be as smooth as your next paddle through calm waters.

Shipping Information

Order Processing

We process all orders within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Options

We offer two shipping methods to meet your needs:

• Standard Shipping ($12.95):
  • Carrier: DHL or FedEx
  • Delivery time: 10-15 business days after shipment
  • Recommended for time-sensitive orders
• Free Shipping (orders over $50):
  • Carrier: EMS
  • Delivery time: 15-25 business days after shipment
  • Economical option for non-urgent deliveries

Returns & Exchanges

We accept returns within 15 days of receiving your order. To be eligible for a return, items must be:

• In original, unused condition (with all tags and packaging intact)
• Accompanied by proof of purchase
• Not part of our non-returnable items (see below)

Non-Returnable Items

For safety and hygiene reasons, we cannot accept returns on:

• Replacement Parts (custom-cut or specifically ordered for your equipment)
• Mesh and Bungee Cords (due to potential stretching or customization)
• Personalized or custom-ordered items
• Any item that shows signs of use or is not in its original condition

How to Initiate a Return or Exchange

Step 1: Contact Our Customer Service

Email us at [email protected] within 15 days of receiving your order with:

• Your order number
• Item(s) you wish to return/exchange
• Reason for return
• Whether you prefer a refund or exchange

Step 2: Receive Return Authorization

We’ll email you within 2 business days with:

• Return authorization number
• Return shipping instructions
• Return address: 4326 Jennifer Lane, Raleigh, US 27609

Step 3: Package and Ship Your Return

Please:

• Repackage items securely in original packaging
• Include all original accessories and documentation
• Write the return authorization number clearly on the package
• Ship using a trackable method (we recommend insurance for high-value items)

Refund Process

Once we receive and inspect your return:

• Timing: Refunds are processed within 5 business days of receipt
• Method: Funds will be returned to your original payment method (Visa, MasterCard, JCB, or PayPal)
• Amount: You’ll receive the item price minus any original shipping costs (unless return is due to our error)

Exchanges

For exchanges:

• Follow the same return process above
• Clearly state the item you wish to exchange for in your initial email
• We’ll ship the new item once we receive your return (additional charges may apply for price differences)

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to:

• Our shipping error (wrong item received)
• Defective/damaged item

In these cases, we’ll provide a prepaid return label or reimburse reasonable return shipping costs.

Damaged or Defective Items

If your kayak, paddle, or accessory arrives damaged or defective:

• Contact us immediately at [email protected] with photos of the damage
• We’ll arrange for return shipping at our expense
• Choose between a replacement (if available) or full refund

Water-Ready Satisfaction Guarantee

We stand behind every product we sell with the same confidence we have in our own kayaking gear. If you’re not completely satisfied with your purchase, we’ll work with you to make it right – because we’re paddlers too, and we know how important reliable equipment is for your adventures.

For any questions about our shipping or returns policy, email our customer service team at [email protected] – we’re happy to help!