Welcome to the Outdoor Kayak Shop FAQ page! We’ve compiled answers to the most common questions about our products, shipping, payments, and more to help you prepare for your next water adventure.
About Our Products
What types of water sports equipment do you sell?
We specialize in premium water sports gear including:
- Inflatable and rigid kayaks
- Stand-up paddle boards (SUPs)
- Essential paddling accessories (paddles, handles, hatches)
- Maintenance and repair products
- Storage solutions (bags, coolers, mesh systems)
- Specialized parts and replacement components
Are your inflatable kayaks and SUPs durable?
Absolutely! Our inflatable products are made with military-grade PVC materials and reinforced seams to withstand rugged use. They’re designed to be adventure-ready right out of the box, whether you’re tackling calm lakes or mild river rapids.
What’s the difference between rigid and inflatable paddle boards?
Rigid boards offer traditional performance and stability, ideal for frequent users with storage space. Our inflatable SUPs provide exceptional portability and convenience while maintaining impressive rigidity when inflated – perfect for travelers or those with limited storage. Both types come with our quality guarantee.
Ordering & Account Questions
How do I create an account?
You can create an account during checkout by selecting “Create an Account” after entering your email address. Having an account lets you track orders, save your shipping information, and access exclusive offers.
I forgot my password. How can I reset it?
Click “Forgot Password” on the login page and enter your email address. We’ll send you a link to create a new password. If you don’t receive the email within 10 minutes, check your spam folder or contact us at [email protected].
Can I modify or cancel my order after placing it?
We process orders quickly to get you adventuring sooner! If you need to modify or cancel your order, please contact us immediately at [email protected] with your order number. We’ll do our best to accommodate your request if your order hasn’t entered the shipping process yet.
Shipping & Delivery
What shipping options do you offer?
We offer two reliable shipping methods:
- Express Shipping (10-15 days after processing): $12.95 flat rate via DHL/FedEx with real-time tracking
- Free Standard Shipping (15-25 days after processing): Free for orders over $50 via EMS with tracking number
Do you ship internationally?
Yes! We proudly ship to 45 countries worldwide (excluding some Asian and remote areas). Our global shipping expertise ensures your gear arrives safely no matter where your adventures take you.
How can I track my order?
Once your order ships, you’ll receive a confirmation email with your tracking number. For Express Shipping (DHL/FedEx), you’ll get real-time updates. For Standard Shipping (EMS), you can track your package using the provided tracking number on the EMS website.
When should I order to have my gear by a specific date?
We recommend ordering at least 3-4 weeks before your planned adventure to account for processing and shipping time. For last-minute needs, choose express shipping and contact our support team – we’ll do our best to expedite your order!
Payments & Pricing
What payment methods do you accept?
We accept all major credit cards (Visa, MasterCard, JCB) and PayPal for secure, convenient checkout.
Is my payment information secure?
Absolutely. We use industry-standard SSL encryption to protect all transactions. We never store your full payment details on our servers.
Do you charge sales tax?
Sales tax is applied based on the shipping destination’s local regulations. The exact amount will be shown during checkout before you complete your purchase.
Why was I charged in a different currency?
Our base currency is USD, but your bank or credit card company may convert the charge to your local currency. The exchange rate is determined by your financial institution, not by Outdoor Kayak Shop.
Returns & Warranty
What is your return policy?
We offer a 15-day return window from the delivery date. Items must be unused, in original packaging, and with all tags attached. To initiate a return, contact our support team at [email protected] with your order number and reason for return.
Who pays for return shipping?
Customers are responsible for return shipping costs unless the return is due to our error or a defective product. We recommend using a trackable shipping service and keeping your receipt until the return is processed.
How long does it take to process a refund?
Once we receive your returned item, we’ll inspect it and process your refund within 5 business days. The refund will be issued to your original payment method. Depending on your bank, it may take additional time to appear on your statement.
Do your products come with a warranty?
Yes! Most of our products come with manufacturer warranties against defects in materials and workmanship. Warranty periods vary by product – please check individual product descriptions or contact us for specific warranty information.
Product Care & Support
How should I store my inflatable kayak or SUP?
For optimal longevity:
- Clean with fresh water after each use
- Ensure completely dry before storage
- Store loosely rolled or folded in a cool, dry place away from direct sunlight
- Avoid extreme temperatures
What should I do if my product arrives damaged?
Contact us immediately at [email protected] with photos of the damage and your order number. We’ll arrange for a replacement or repair under our Adventure-Ready Packaging Guarantee.
Where can I find assembly instructions for my new kayak or SUP?
All products come with printed instructions, and many have companion video tutorials on our website. Can’t find what you need? Our adventure experts are happy to help – just reach out!
Still have questions? Our adventure experts are ready to help you prepare for your next water adventure! Contact us at [email protected].
Paddle further. Explore more. Spend less.
– The Outdoor Kayak Shop Team