At Kayak Gear Hub, we’re committed to getting you the adventure gear you need, when you need it. We understand that getting out on the water is your passion, and we’re here to support that passion with reliable shipping and a straightforward returns process.
Shipping Information
Order Processing
We process all orders within 1-2 business days of payment confirmation. You’ll receive a confirmation email with tracking information once your order ships.
Shipping Methods & Timeframes
| Shipping Method | Carrier | Delivery Time | Cost |
|---|---|---|---|
| Standard Shipping | DHL or FedEx | 10-15 business days after shipment | $12.95 |
| Free Shipping | EMS | 15-25 business days after shipment | Free on orders over $50 |
Please note: We ship worldwide but cannot deliver to some Asian countries and remote locations. Delivery times may vary during holidays or due to circumstances beyond our control.
Returns & Exchanges
We stand behind the quality of our adventure gear and want you to be completely satisfied with your purchase. If you’re not happy with an item, we’re here to help with our straightforward returns process.
Our Return Policy
We accept returns and exchanges for most items within 15 days of you receiving your order.
To be eligible for a return, items must be:
- In original, unused condition
- In the original packaging with all tags attached
- Accompanied by the original receipt or proof of purchase
Non-Returnable Items
Due to hygiene reasons, we cannot accept returns on the following products:
- Base Layers
- Gloves
- Footwear that has been removed from original packaging or shows signs of wear
These items are final sale unless they arrive defective or damaged.
How to Initiate a Return or Exchange
Follow these simple steps to request a return or exchange:
- Contact Us: Email our customer service team at [email protected] within the 15-day window. Use the template below to ensure you provide all necessary information.
- Wait for Approval & Instructions: We will respond within 1-2 business days with a Return Merchandise Authorization (RMA) number and instructions on where to send your item. Please do not ship anything back without an RMA number.
- Ship the Item: Carefully package the item and ship it to the address we provide. We recommend using a trackable shipping service as you are responsible for the item until it arrives back at our warehouse.
- Processing: Once we receive and inspect the returned item, we will process your refund or exchange.
Return Shipping Costs
- For returns due to our error (wrong item sent, defective item), we will provide a prepaid return shipping label.
- For returns for any other reason, the customer is responsible for the cost of return shipping.
Refund Timeline and Method
After we receive your return:
- Processing Time: Refunds will be processed within 3-5 business days of us receiving the returned item.
- Issuing the Refund: Your refund will be issued to the original payment method used during purchase (Visa, MasterCard, JCB, or PayPal).
- Bank Processing: Please allow additional time for the refund to appear in your account, depending on your bank or PayPal’s processing times. This is typically 5-10 business days.
Exchanges will be shipped out via Standard Shipping once the return is processed.
Email Request Template
Copy and paste the template below into an email to [email protected] to get started.
Subject: Return/Exchange Request – Order #[Your Order Number]
Body:
Hello Kayak Gear Hub Team,
I would like to request a [return/exchange] for my recent order.
Order Number: [Please insert your order number]
Full Name: [Your Full Name]
Product Name: [Name of the product you are returning]
Reason for Return/Exchange: [Please specify the reason]
For exchanges, please specify the new size or item you would prefer: [Requested exchange item/size]
Thank you,
[Your Name]
We’re committed to ensuring you have a great experience gearing up for your next adventure with us. If you have any questions, don’t hesitate to reach out!
The Kayak Gear Hub Team
[email protected]
2964 Jewell Road, LONG BEACH, US 39560