Welcome to Pelican Kayaks’ FAQ section! We’re here to help you navigate your water adventure journey. Below you’ll find answers to our most common questions about products, shipping, payments, and more. If you don’t find what you need, our Honolulu-based crew is always ready to assist at [email protected].

About Our Products

What types of watercraft does Pelican Kayaks offer?
We specialize in a variety of water adventure gear including kayaks, canoes, paddle boards, and sleds. Our product range also includes essential accessories and parts to enhance your experience on the water.
Are Pelican products suitable for beginners?
Absolutely! Our products are designed for water enthusiasts of all skill levels. Whether you’re just starting out or are an experienced paddler, we have equipment that will suit your needs and help you enjoy your time on the water.
How do I choose the right kayak or paddle board for my needs?
Consider your primary use (recreation, touring, fishing), your skill level, and the typical water conditions you’ll encounter. Our kayaks and paddle boards are designed with specific activities in mind. If you need personalized recommendations, feel free to contact our customer service team.

Ordering & Account Questions

What payment methods do you accept?
We accept Visa, MasterCard, JCB, and PayPal for your convenience. All transactions are processed securely to protect your information.
Do I need to create an account to place an order?
While you can check out as a guest, creating an account allows you to track your order history, save your shipping information for faster checkout, and receive updates on special offers and new products.
Can I modify or cancel my order after placing it?
We process orders quickly to get your gear to you as soon as possible. If you need to modify or cancel your order, please contact us immediately at [email protected]. We’ll do our best to accommodate your request if your order hasn’t entered the shipping process yet.

Shipping & Delivery

What are my shipping options?
We offer two convenient shipping options:

Standard Shipping ($12.95): Uses DHL or FedEx with delivery typically in 10-15 days after shipment (1-2 day processing). Includes tracking.
Free Shipping: Available on orders over $50 via EMS, with delivery typically in 15-25 days after shipment (1-2 day processing).
Do you ship internationally?
Yes! We ship worldwide, excluding select remote areas in Asia and other regions. Our Honolulu-based team carefully packages each order to ensure it arrives in perfect condition, no matter where your adventures take you.
How can I track my order?
You’ll receive tracking information via email as soon as your order leaves our warehouse. This will allow you to follow your adventure gear every step of the way to your waterfront.
What if my package is delayed?
While we work with reliable carriers, occasional delays can happen due to customs or other factors beyond our control. If your package seems significantly delayed based on the estimated delivery timeframe, please contact us and we’ll investigate with the carrier.

Returns & Exchanges

What is your return policy?
We stand behind our products with a 15-day return policy from the date of delivery. If you’re not completely satisfied with your purchase, you may return it in its original condition for a refund or exchange.
How do I initiate a return?
Please contact our customer service team at [email protected] within 15 days of receiving your order. We’ll provide you with return instructions and the necessary documentation.
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 method for returns.
How long does it take to process a refund?
Once we receive your returned item, we’ll process your refund within 5-7 business days. The time it takes for the refund to appear in your account depends on your financial institution.

Product Care & Support

How should I store my kayak or paddle board when not in use?
For optimal longevity, store your watercraft in a cool, dry place away from direct sunlight. If storing outdoors, use a protective cover. Avoid placing heavy objects on top that could cause deformation.
Where can I find replacement parts for my Pelican product?
We carry a selection of replacement parts in our “Parts” section. If you don’t see what you need, please contact our customer service team—we may be able to special order the part you require.

Still have questions? Our adventure-ready customer service team in Honolulu is here to help! Email us at [email protected] and we’ll get back to you faster than a kayak gliding through calm waters.

Ready to begin your Pelican adventure? Shop now and choose your perfect water gear!