Shipping Information
At Pelican Sport Store, we’re as eager as you are to get your gear to the water, ice, or trail. Our global shipping is designed for reliability and transparency, so you know exactly when your adventure begins.
Order Processing
Once your order is placed and payment is confirmed, our team springs into action. All orders are processed within 1-2 business days. You will receive a confirmation email with your order details and tracking information once your item ships.
Shipping Methods & Delivery Times
We offer two clear shipping options to suit your needs:
- Standard Shipping: Shipped via DHL or FedEx.
- Cost: $12.95 USD.
- Estimated Delivery: 10-15 business days after shipment.
- Free Shipping: Available on orders over $50 USD, shipped via EMS.
- Cost: Free.
- Estimated Delivery: 15-25 business days after shipment.
Note: Delivery estimates are from the date of shipment, not the order date. Shipping to Asia and certain remote regions may not be available. Please contact us if you have questions about your specific location.
Our Returns & Exchanges Promise
We engineer our kayaks, SUP boards, sleds, and gear for real-world durability and performance, and we stand behind every product. If your gear doesn’t meet your expectations, our straightforward process is here to help.
- Return Window: 15 calendar days from the date you receive your item.
- Condition: Items must be unused, in original packaging, with all tags and accessories.
- Refund Timeline: Issued to your original payment method within 5-10 business days after we receive and inspect the return.
Eligibility for Returns & Exchanges
To be eligible for a return or exchange, your request must meet the following criteria:
- Initiated within 15 days of the delivery date.
- The item is in new, unused condition, exactly as received.
- All original packaging, manuals, tags, and accessories (paddles, fins, rudders, bungee cords, etc.) are included.
- You have your proof of purchase (order number).
⚠️ Items That Cannot Be Returned (Final Sale)
For health, safety, and customization reasons, the following items from our menu are FINAL SALE and cannot be returned or exchanged unless they arrive defective:
- Fishing Gear: Due to the specific nature and potential use with bait/hooks.
- Personal Flotation Devices (PFDs) & Safety Gear: For critical safety and hygiene reasons.
- Opened or Used Replacement Parts & Components: This includes specific Pedals Propulsion components, Rudders, or Replacement Parts that have been installed or removed from their packaging.
- Customized or Used Products: Any product that has been customized, used on water/ice, or shows any signs of wear.
- Clearance Items: Explicitly marked as final sale at purchase.
Important: If you receive a defective item from a final sale category, contact us immediately at [email protected].
The Return & Exchange Process: Step-by-Step
- Contact Our Team: Within 15 days of delivery, email us at [email protected] with your order number and reason for return/exchange. Use the template below for clarity.
- Receive Authorization & Instructions: Our support team will review your request. If approved, we’ll send you a Return Merchandise Authorization (RMA) number and detailed return shipping instructions. Do not ship items back without an RMA.
- Pack & Ship: Securely pack the item in its original packaging with all parts. Write the RMA number clearly on the outside of the box. Ship it to our warehouse address provided in your instructions.
- Return Shipping Costs:
- Our Error or Defective Item: We provide a prepaid return label.
- Change of Mind: You are responsible for return shipping costs. We recommend using a trackable service.
- Inspection & Processing: Once received, our team inspects the item (typically within 3-5 business days). Upon approval, we process your refund or exchange.
Refund Timeline & Method / Exchanges
Refunds
- Timeline: After we approve your return, please allow 5-10 business days for the refund to be processed and appear in your account. The final timing depends on your bank or payment provider.
- Method: Refunds are issued only to the original payment method used for the purchase (Visa, MasterCard, JCB, or PayPal).
Please Note: Original shipping fees (for both Standard and Free Shipping via EMS) are non-refundable for returns due to a change of mind.
Exchanges
For size or color exchanges, we will ship the new item once the return is received and approved. If the exchange item is of higher value, you will be charged the difference.
Need Help? We’re Here for You.
Our support team, comprised of fellow outdoor enthusiasts, understands the importance of getting the right gear. We’re happy to guide you through the process.
Pelican Sport Store Support
Email: [email protected]
Please include your order number in all correspondence for faster service. We aim to respond to all inquiries within 24-48 hours during business days.
Return Request Email Template
Copy, paste, and fill out the template below to email us:
Subject: Return/Exchange Request – Order #[Your Order Number]
Hello Pelican Sport Store Team,
I would like to request a return/exchange for my recent order.
Order Number: [Please insert your order number] Product Name: [e.g., Pelican Kayak – Model X, Size M] Reason for Return/Exchange: [e.g., Wrong size, Changed mind, Defective part – please describe]
I confirm that the item is unused, in its original packaging, and includes all accessories and tags.
Please provide the next steps and the return address.
Best regards,
[Your Full Name] [Your Phone Number – Optional but helpful]