At Pelican, we stand behind our premium water sports equipment and want you to be completely satisfied with your kayaks, paddle boards, and adventure gear. If you’re not happy with your purchase, we’ll make it right.

Adventure-Ready Guarantee

We offer a 15-day return window from the date of delivery for most items. All returned products must be in original condition – unused, unassembled, and with all original packaging and tags.

Return & Exchange Process

Step 1: Initiate Your Return

Email our customer service team at [email protected] within 15 days of receiving your order with:

  • Your order number
  • Item(s) you wish to return/exchange
  • Reason for return
  • Whether you prefer a refund or exchange

Step 2: Receive Authorization

Our team will respond within 2 business days with:

  • Return authorization number
  • Shipping instructions
  • Any special packaging requirements

Step 3: Ship Your Return

Securely package your item(s) including all original packaging, manuals, and accessories. Include the return authorization number clearly on the package.

Return Shipping: Customers are responsible for return shipping costs unless the return is due to our error. We recommend using a trackable shipping service.

Step 4: Receive Your Refund or Exchange

Once we receive and inspect your return:

  • Refunds: Processed within 5 business days to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Exchanges: Shipped within 3 business days of receipt using your preferred shipping method

Return Request Template

Subject: Return Request for Order #[Your Order Number] Dear Pelican Customer Service, I would like to request a return/exchange for my recent order: Order Number: [Insert] Item(s) for Return: [Product Name(s) and SKU if available] Reason for Return: [Please specify – wrong size, defective, changed mind, etc.] Preferred Resolution: [Refund / Exchange for (specific product if known)] Please advise next steps at your earliest convenience. Best regards, [Your Full Name] [Your Contact Information]

Non-Returnable Items

For safety and hygiene reasons, the following items cannot be returned or exchanged:

  • Used fishing gear (due to potential contamination)
  • Opened packages of mesh and bungee cords (cut to size)
  • Personalized/customized products
  • Items missing original packaging or tags

Damaged or Defective Items

If your Pelican product arrives damaged or defective, contact us immediately at [email protected] with photos of the damage. We’ll arrange for a replacement or repair at no cost to you.

International Returns

Customers outside the United States are responsible for any customs fees, duties, or taxes associated with returns. Please note we cannot ship exchanges to countries we don’t service (certain Asian countries and remote areas).

Water-Tight Satisfaction

At Pelican, we design our products to withstand the toughest conditions – and we apply the same standard to our customer service. If you have any questions about our returns policy, paddle on over to our customer service team – we’re always happy to help fellow water enthusiasts!