KAYAKPROSHOP.COM'S SHIPPING AND RETURN POLICY
Shipping Policy
Availability
Shipping Costs
Split Order
Shipping Preference / Back Orders
Alternate Shipping Methods
Hazardous Materials
Small Order Handling Fee
Tracking Your Order
International Orders & Freight Forwarding
Cancellation Policy
Return Policy
How to Return Products
Refunds
Warranty
Shipping Policy
KayakProShop.com typically uses three shipping methods: FEdEx
package delivery, U.S. Postal Service (USPS) and auto-freight/ocean-freight. Not
all methods are available for all products. The shipping information listed
below is subject to modification by these third party shipping companies.
FEdEx Ground is the pre-selected method of shipping to the 48
Continental United States for items weighing less than 150 pounds. In addition
to standard ground service, we offer Next Day and 2nd Day.
USPS Priority Mail is also available for U.S. shipments for
items weighing less than 70 pounds (including destinations in Alaska and Hawaii
as well as U.S. Territories).
For international shipments, we offer FEdEx International
Economy and
FedEx INternational Priority, and USPS Global Express (less
than 70 pounds).
Auto-freight/ocean-freight is used for over-sized items, or for
items not able to be shipped by air. Shipping these products will require
KayakProShop.com to quote to you the shipping cost based upon your specific
needs. A quote is usually sent to you within 24 hours of your purchase. Your
response will be required to process your order. After your order is processed,
you will be notified of your delivery date and time. If an authorized person 18
years or older is not available to sign for the delivery, we will arrange a more
convenient time for you.
FOR SAME DAY SHIPPING, ORDERS MUST BE SUBMITTED BY 2 P.M.
PST.
In certain instances depending upon shipping
location/destination, it may be necessary to ship via UPS, DHL or other common
carriers. However, if this is in lieu of the customer selected method, there
will be no additional charge to the customer without the customer's prior
approval.
Although we try to maintain up-to-date availability times
(posted on the website as "Ships in Approx."), they are subject to change and
should be considered as indicative, but not necessarily the exact availability.
Please remember to add shipping time to availability time when calculating
arrival times.
If the shipment time is critical for your order, please
notify our Customer Service Center at our toll free number, 1 (800) 592-5983,
10:00 AM to 6:00 PM Pacific Time, before or immediately after you have placed
your order.
FedEx ground is our default method of shipping and the costs of
which will be displayed at checkout, if available. For
auto-freight/ocean-freight items, a quote is usually sent to you within 24 hours
of your purchase. Your response will be required to process your order.
In order to provide quick accessibility to our parts, items may
be shipped from multiple locations. When this occurs, your order will be treated
as a Split Order. For your benefit, shipping costs on standard
items will usually be calculated as if they were shipped from our main location
as one shipment. See How to Return Products for information
concerning a return address.
If during checkout you select to allow partial shipments, as
described in Shipping Preference / Back Order, you may incur
additional shipping expense as we process your order.
Shipping charges may change depending upon available shipping
methods and other circumstances. In such cases, you will be contacted for your
prior approval before shipment occurs.
Your order may be split and divided between carriers and
therefore have separate delivery dates for the following reasons:
- You ordered more than one item, one of which is oversized and must be
shipped auto-freight or ocean freight
- Your products are being shipped from different locations
When your order is split, different order numbers will be
assigned to each order for tracking purposes. These orders will be listed
separately on your Order Confirmation Page and have separate subsequent e-mail
notifications. However, for your benefit, Shipping
Costs on standard items will usually be calculated as if they were shipped
from the same location as one shipment. An exception to this is when we are out
of stock for one of the items that you have ordered with an expedited shipment
method. In these cases where extra charges may apply, we will notify you for
your prior approval before we proceed with the expedited delivery.
In either case above, you will normally not be charged for your product until it
has been shipped. However, if it becomes necessary to have the items shipped
directly to you from the manufacturer or manufacturer's distributor, you may be
charged when the order is placed. Similarly, you may be charged prior to
shipment for special orders or orders with custom requirements such as shafting,
rudders, boat covers, and items cut to length.
Explanation of Shipping Methods
Not all methods of shipping are available in all areas.
Please remember that the above shipping schedules are
estimates and actual results may vary depending on circumstances. If the
shipment time is critical for your order such as for vessel repairs or pending
voyages, please notify our Customer Service Center at our toll free number, 1
(800) 592-5983, 10:00 AM to 6:00 PM Pacific Time, before or immediately after
you have placed your order.
Important Disclaimer for
Shipments via United States Postal Service
Shipments performed by United States Postal Service (USPS) and
your local postal authority provide an economic alternative to air freight and
other parcel delivery service companies. However, the USPS shipping methods
provided by KayakProShop do not provide the same level of reliability, the
ability to track your shipments, and do not offer expedient claims handling for
lost shipments as compared to services offered by the air freight and other
parcel delivery service companies. For this reason, KayakProShop hereby
disclaims all financial responsibility for freight shipped via USPS for the
selected USPS shipping method. KayakProShop has fulfilled its obligation when it
has delivered the shipment to the United States postal authority and prepaid the
freight and insurance on your behalf.
Even though KayakProShop disclaims any financial responsibility,
KayakProShop may assist you in filing and documenting your claim for loss or
damage, should it occur.
For further information about shipping services offered by USPS,
please see the United States Postal Service Web site (http://www.usps.com).
Please note that oversized and flammable items may be
shipped separately from the rest of your order and incur additional shipping
fees.
To help cover the cost of handling small orders, a fee of $6
dollars will be applied to your order if the total of the items in your order is
less than $25.00.
Once your order has been shipped, you will normally receive
e-mail notification along with the order tracking number. Orders shipped
directly from manufacturers may not have tracking numbers immediately available.
UPS shipments are traceable through the UPS website:
http://www.ups.com
USPS Global Express Mail shipments are traceable through the
USPS website: www.usps.com
The United States controls the export of products and
information. By using KayakProShop.com, the Customer agrees to comply with such
restrictions and not export or re-export products purchased from
KayakProShop.com to countries or persons prohibited under the export control
laws. Further more, by using KayakProShop.com the Customer also agrees that the
Customer is not in a country where such export is prohibited or a person or
entity to which such export is prohibited. The Customer is responsible for
compliance with the laws of the Customer's local jurisdiction regarding import,
export and re-export of products and information.
Freight Forwarding: On large orders, and/or ocean
shipments KayakProShop will gladly work with our customer's freight forwarder as
long as our customers provide us with the freight forwarder's full company name,
contact person, address, phone and fax. We also require the address and phone
number for the final destination.
Customs, Duties, Import and Brokerage Fees: Custom
procedures vary by country and agent, we recommend that you check with local
officials regarding costs and procedures. KayakProShop will provide invoices for
international orders. KayakProShop is not responsible for customs and duties
charges or delays caused by custom officials, shipping agents or flight delays.
Customers are responsible for all duties and taxes and will be billed for all
that are charged back to KayakProShop after the initial shipment. By not
accepting the delivery of an international order, the Customer will be
responsible for all shipping costs and applicable restocking fees.
Orders are submitted to the order fulfillment and shipping
process immediately after being placed with KayakProShop. To cancel an order,
contact KayakProShop within 1 hour after placing your order, between the hours
of 10 AM and 6 PM Pacific Time, Monday through Friday. Depending upon
circumstances of your order, we cannot guarantee that your order can be canceled
outside this time period.
Once an order ships, it cannot be canceled and must be treated
as a return. Please see our Return Policy below.
Special orders or orders containing large items:
Customers may incur a cancellation fee to cover the cost of procuring items from
a supplier or manufacturer if KayakProShop does not receive the cancellation
request within the period specified above.
To cancel an order, please contact our Customer Service Center
at our toll free number, 1 (800) 592-5983, 10:00 AM to 6:00 PM Pacific Time.
If you are dissatisfied with an order, please e-mail or call our
Returns Department within 10 days from the date you received the product.
KayakProShop accepts returns and exchanges with most products, although
KayakProShop may impose a minimum-restocking fee of 10% of the price of the
product. KayakProShop will inform the customer of the restocking fee amount at
the time of return authorization. All Items being returned must be in new
condition with original packaging and accessories, post marked within thirty
(30) days of receipt of shipment, but no later than forty-five (45) days after
date of shipment. Customers are responsible for the shipping costs for returns
and/or exchanges. However, KayakProShop will pay the shipping costs (including
shipping refunds) if the return is a result of our error or a manufacturing
defect. All items returned in non-resalable condition, or have missing parts,
upon inspection will be charged an additional restocking fee, at KayakProShop's
discretion. (Return Tracking Number required, please see
How to Return Products.)
Non-Returnable Products
Inflatable boats, life rafts, software, electronic charts,
electronics, cut goods (lines, chains, hoses, tubing, etc.), clearance and sales
items, and most special orders are not returnable unless damaged or defective,
or in the event errors are made by KayakProShop or the manufacturer. If you
receive one of the above products and believe it to be damaged or defective you
must call KayakProShop's Return Department within 10 days of receiving the
product.
Goods Damaged or Missing as a Result of Shipment by Common
Carrier
All items shipped from KayakProShop are inspected prior to
shipment. We suggest that our customers also inspect the items before accepting
delivery. If products appear to be damaged in shipment, do not accept delivery,
if your order is delivered without a signature and damage is found, please call
KayakProShop's Return Department immediately. Most carriers require claims to be
filed within 10 days of delivery. KayakProShop works hard to insure that our
customers receive their orders undamaged, and can assist you in filling a claim,
but our responsibility for damage ends when the carrier accepts the shipment.
Therefore it is important to quickly file claims with the carrier to insure that
your claim can be documented for later reimbursement.
To return products, please use the return form that was included
with your order. Because your order may have been shipped from multiple
locations, we require that you contact our Customer Service Center so that we
can properly track and process your return. We will give you a "Return Tracking
Number" to write on the return form. To contact Customer Service, send an E-mail
to returns@KayakProShop.com or if you
prefer, contact our Customer Service Center at our toll free number, 1 (800)
592-5983, 10:00 AM to 6:00 PM Pacific Time. We cannot issue a refund without a
"Return Tracking Number."
Once you have completed the return form, please send your
merchandise, along with the return form, to:
KayakProShop/Olympic Outdoor Center Returns
RA Number:
P.O. Box 2247
18971 Front Street
Poulsbo, WA 98370
Please make sure it is post marked within thirty (30) days of
receipt of shipment, but no later than forty-five (45) days after date of
shipment. Our Customer Service Center will instruct you on how to return damaged
or defective merchandise. For all other returns, we recommend that you use UPS
or other traceable means. If you use USPS for shipment, we recommend you insure
the package since it is not traceable. If we do not receive the package, we
cannot issue the refund.
If for any reason you do not have the return form, please
contact Customer Service at
returns@KayakProShop.com or if you prefer, contact our Customer Service
Center at our toll free number, 1 (800) 592-5983, 10:00 AM to 6:00 PM Pacific
Time.
We will notify you via e-mail of your refund once we have
received and processed your returned item. You can expect your refund in the
same form of payment originally used usually within seven (7) to fourteen (14)
business days of your notification. Please note that we refund shipping costs
only if the return is a result of our error or a manufacturer defect, and
returned post marked within thirty (30) days of receipt of shipment, but no
later than forty-five (45) days after date of shipment. For orders shipped
directly from manufacturers refunds may take up to a week or more after the
order has been returned to the manufacturer due to the manufacturer's inspection
and refund procedures.
Click here for product warranty information.
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