At Pelican Sport, we stand behind the quality of our premium kayaks, SUPs, and water sports gear. We want you to be completely satisfied with your adventure equipment. If you’re not happy with your purchase, our straightforward returns process will get you back on the water in no time.
Our Return Policy
You may return most items within 15 days of receiving your order for a refund or exchange. To be eligible for a return:
- Item must be unused and in the same condition as when you received it
- Item must be in its original packaging with all tags attached
- Proof of purchase is required
Non-Returnable Items
For safety and hygiene reasons, the following items cannot be returned:
- Inflatable kayaks and paddle boards that have been inflated or used
- Personalized or custom-made items
- Fishing gear that shows signs of use
- Items marked as “final sale”
How to Initiate a Return or Exchange
Follow these simple steps to return or exchange your Pelican Sport gear:
Step 1: Contact Our Support Team
Email us at [email protected] within 15 days of receiving your order with the following information:
Subject: Return/Exchange Request – Order #[Your Order Number]
Email Body:
Dear Pelican Sport Team,
I would like to request a [return/exchange] for my recent order #[Your Order Number].
Item(s) to return/exchange: [Product Name(s)]
Reason for return/exchange: [Please specify]
Preferred resolution: [Refund/Exchange for (specific product if known)]
Shipping address for return: [Your Full Address]
Please let me know the next steps.
Best regards,
[Your Full Name]
[Your Contact Number]
Step 2: Receive Return Authorization
Our team will review your request within 1-2 business days and email you:
- Return authorization number
- Return shipping address
- Specific instructions for your item
Step 3: Package and Ship Your Return
Please ensure:
- Item is in original condition with all parts and packaging
- Include the original packing slip or order confirmation
- Write the return authorization number on the outside of the package
- Ship using a trackable method (we recommend DHL or FedEx)
Step 4: Receive Your Refund or Exchange
Once we receive and inspect your return:
- Refunds: Processed within 3-5 business days to your original payment method
- Exchanges: Shipped within 1-2 business days after return processing
Return Shipping Costs
Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). For exchanges, we’ll cover the cost of shipping the replacement item to you.
Refund Information
Refunds will be issued to the original payment method:
- Credit/Debit Cards: 3-5 business days after processing (timing depends on your bank)
- PayPal: 1-3 business days after processing
Note: Original shipping fees are non-refundable, except in cases of our error.
Damaged or Defective Items
If you receive a damaged or defective item:
- Contact us immediately at [email protected]
- Include photos of the damage/defect and packaging
- We’ll arrange for a replacement or refund at no additional cost to you
Questions?
Our adventure-ready customer service team is here to help with any questions about returns or exchanges. Contact us at:
Email: [email protected]
Business Hours: Monday-Friday, 9AM-5PM PST
We appreciate your trust in Pelican Sport for your water sports adventures. Paddle on!