At Pelican Kayaks, we’re committed to making your shopping experience as effortless as gliding across calm waters. Whether you’re gearing up for your next aquatic adventure or need to make adjustments to your order, our policies are designed with your convenience in mind.

Shipping Information

Order Processing

We paddle fast! All orders are processed within 1-2 business days of receipt.

Shipping Options

Standard Shipping:

  • Carrier: DHL or FedEx
  • Cost: $12.95
  • Delivery Time: 10-15 business days after shipment

Free Shipping:

  • Available for orders over $50
  • Carrier: EMS
  • Delivery Time: 15-25 business days after shipment

Note: We ship worldwide, excluding some Asian countries and remote areas. Delivery times may vary based on destination and customs processing.

Returns & Exchanges

While we’re confident you’ll love your Pelican watercraft and gear, we understand that sometimes adjustments are needed. Our returns policy reflects our commitment to quality and customer satisfaction.

Return Window

You have 15 days from the delivery date to initiate a return or exchange for most items.

Non-Returnable Items

For safety and hygiene reasons, we cannot accept returns on:

  • Personal flotation devices (PFDs) that have been removed from packaging
  • Customized kayaks or paddle boards with personalized features
  • Opened packages of waterproofing treatments or maintenance products

Return Conditions

To qualify for a return or exchange:

  • Item must be unused and in original condition
  • Original packaging must be intact (like the hull of our kayaks)
  • Proof of purchase is required
  • Items must not show signs of wear or damage

Step-by-Step Return Process

  1. Initiate Your Request:
    Email our customer service team at [email protected] within 15 days of delivery with:
    • Your order number
    • Item(s) you wish to return
    • Reason for return
    • Whether you prefer refund or exchange
  2. Receive Instructions:
    Our Honolulu-based team will respond within 2 business days with return authorization and shipping instructions.
  3. Package Your Item:
    Securely repackage the item in its original packaging with all included accessories.
  4. Ship Your Return:
    Send the package to:
    Pelican Kayaks Returns
    2841 Arron Smith Drive
    Honolulu, HI 96819
  5. Processing:
    Allow 3-5 business days for processing once we receive your return.

Return Shipping Costs

  • Customer Responsibility: You are responsible for return shipping costs unless the item arrived damaged or was incorrect.
  • Original Shipping: Original shipping fees are non-refundable.
  • Exchange Shipping: We cover shipping costs for replacement items.

Refund Timeline & Methods

Once your return is processed:

  • Timeline: Refunds are issued within 5 business days of receipt
  • Method: Refunds are issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Processing Time: Allow 3-10 business days for the refund to appear in your account, depending on your financial institution

Exchange Process

For exchanges:

  • Follow the standard return process
  • Clearly indicate the replacement item you desire
  • We’ll ship your new item once the return is received
  • Price differences will be charged or refunded as needed

Damaged or Incorrect Items

If your Pelican gear arrives damaged or incorrect:

  • Contact us immediately at [email protected]
  • Include photos of the damage or incorrect item
  • We’ll arrange for return shipping at our expense
  • Priority processing for replacements

Return Request Template

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

Dear Pelican Kayaks Team,

I would like to initiate a return/exchange for my recent order (#[Your Order Number]). Below are the details:

  • Item(s) for Return: [Product Name(s) and Quantity]
  • Reason for Return: [Please specify – wrong size, changed mind, defective, etc.]
  • Preferred Resolution: [Refund / Exchange for (specify product)]
  • Additional Notes: [Any other relevant information]

Please advise on next steps for returning the item(s).

Best regards,
[Your Full Name]
[Your Contact Information]

Contact Us

For any questions about our shipping or returns policy, our customer service team is ready to assist:

We’re committed to making your experience with Pelican Kayaks as smooth as a kayak gliding through still waters!