At Pelican Sales Store, we’re committed to getting your water adventure gear to you quickly and ensuring your complete satisfaction with every purchase. Below you’ll find all the details about our shipping options and straightforward return process.

Shipping Information

Order Processing Time

All orders are processed within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Options

We offer two convenient shipping methods to get your water sports equipment to you:

  • Standard Shipping ($12.95):
    • Carrier: DHL or FedEx
    • Delivery time: 10-15 business days after shipment
    • Best for customers who want faster delivery
  • Free Shipping (Orders over $50):
    • Carrier: EMS
    • Delivery time: 15-25 business days after shipment
    • Great for budget-conscious adventurers

Note: Delivery times are estimates and may vary based on destination. Some remote areas in Asia and other locations may experience longer transit times or may not be serviceable.

Returns & Exchanges

We want you to be completely satisfied with your kayaks, paddle boards, and water sports accessories. If you’re not happy with your purchase, we’re here to help with our simple return process.

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 received
  • Item must be in its original packaging with all tags attached
  • Proof of purchase is required

Important: For safety and hygiene reasons, we cannot accept returns on paddles and parts unless they are defective or damaged upon arrival. These items are clearly marked as non-returnable in their product descriptions.

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

  1. Contact our team within 15 days of receiving your order by emailing [email protected] with your order number and reason for return
  2. Wait for approval – We’ll respond within 2 business days with return instructions
  3. Package your item securely in its original packaging
  4. Ship the item back to our Anchorage facility using a trackable shipping method
  5. Receive confirmation – We’ll notify you once we receive and inspect your return

Return Shipping Costs

Customers are responsible for return shipping costs unless the item arrived damaged or defective. We recommend using a trackable shipping service as we cannot be responsible for lost return packages.

Refund Processing

Once your return is received and inspected:

  • Refunds will be processed to your original payment method within 5-7 business days
  • Credit card refunds may take 1-2 billing cycles to appear on your statement
  • PayPal refunds are typically processed within 24 hours
  • Shipping fees are non-refundable unless the return is due to our error

Exchange Process

For exchanges:

  • Follow the same return process above
  • Clearly indicate in your email that you’d like an exchange and specify the replacement item
  • We’ll ship your new item once we receive the returned product
  • If the exchange item costs more, you’ll need to pay the difference
  • If the exchange item costs less, we’ll refund the difference

Damaged or Defective Items

If your water sports equipment arrives damaged or defective:

  1. Contact us immediately at [email protected]
  2. Include photos of the damage or defect
  3. We’ll arrange for a replacement or refund and cover return shipping costs

Return Request Template

Use this template when emailing your return request:

Subject: Return Request – Order #[Your Order Number]

Dear Pelican Sales Store Team,

I would like to request a return/exchange for my recent order (#[Your Order Number]).

Item(s) to return: [Product Name(s)]
Reason for return: [Please specify]
Preferred resolution: [Refund/Exchange – if exchange, specify replacement item]

Please let me know the next steps to complete this process.

Thank you,
[Your Full Name]
[Your Contact Information]

Return Address

All returns should be sent to:

Pelican Sales Store Returns
5412 East 22nd Avenue
Anchorage, AK 99508
USA

Questions?

Our adventure-ready customer service team is happy to help with any questions about shipping, returns or exchanges. Contact us at [email protected] and we’ll respond within 2 business days.

Thank you for choosing Pelican Sales Store for your water adventure needs!