At Pelican, we’re committed to delivering your water sports adventure gear quickly and efficiently. Our customer-focused return policy ensures you can shop with confidence, knowing we stand behind every kayak, paddle board, and accessory we sell.
Shipping Information
Global Shipping (Excluding Certain Asian Countries & Remote Areas)
We ship worldwide to water enthusiasts everywhere, except for some Asian countries and remote locations where service isn’t available.
Order Processing Time
All orders are processed within 1-2 business days (excluding weekends and holidays).
Shipping Options
- Standard Shipping ($12.95) – Shipped via DHL or FedEx with delivery in 10-15 business days after dispatch
- Free Shipping – Available for orders over $50, shipped via EMS with delivery in 15-25 business days after dispatch
Tracking information will be emailed to you once your order ships. Delivery times are estimates and may vary depending on customs processing in your country.
Returns & Exchanges
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.
Non-Returnable Items
For safety and hygiene reasons, we cannot accept returns on:
- 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
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
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.
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]Water-Tight Satisfaction Guarantee
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 shipping or returns policy, paddle on over to our customer service team – we’re always happy to help fellow water enthusiasts!
Customer Service Email: [email protected]
Physical Address: 1791 Davis Lane, Denver, US 80239