KAYAKPROSHOP.COM'S SHIPPING AND RETURN POLICY
Shipping Preference / Back Orders
Alternate Shipping Methods
Small Order Handling Fee
Tracking Your Order
International Orders & Freight Forwarding
KayakProShop.com typically uses four shipping methods: UPS, FEdEx, 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.
UPS 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 UPS, 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.
UPS 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).
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 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 not completely satisfied with your purchase we will grant a full refund. 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. (Return Tracking Number required, please see How to Return 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 oocshop@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 236 32379 Rainier Ave NE Pt. Gamble, WA 98364
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 oocshop@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.
- Goods Damaged or Missing During Shipping
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 package leaves our facility. Therefore it is important to quickly file claims with the carrier to insure that your claim can be documented for later reimbursement.
Click here for product warranty information.