Got Questions?
Black Friday
Where is my free gift?
If you have a free gift these will be sent separately at a later date. They will be dispatched at different times and there will be individual tracking numbers provided for each parcel sent out to you. Any free gifts on the order will be delivered after your main item so don't worry if this takes longer to reach you, it's on its way!
My Kayak Conversion Kit hasn't arrived?
Our Kayak Conversion kits are due to be dispatched from the 13th December 2024. So don't worry these will arrive before Christmas!
My Kayak Conversion Kit isn't compatible with my board?
Our Cruise Kayak Conversion Kit are only compatible with the below boards.
- Cruise 10'8 Gecko Blue
- Cruise 10'8 Sunburst Orange
- Cruise 10'8 Berry Red
- Cruise 10'8 Paddle Purple
This is mentioned on the listing, if you're having compatibility issues please reach our to our customer service team who will be able to assist.
Can i use an existing discount code during Black Friday?
This will depend on the code in use. Some of our Black Friday codes are available when a minimum spend is met, for further assistance please contact a member of our customer service team.
Will the deals be better at different points during Black Friday?
We understand it is difficult to know if you should wait to get the best deal for the goods you want to purchase and so this Black Friday we've made it simple for our customers! From the beginning of November we will introduce offers right from the start of the month giving opportunity to get a deal throughout, this will be subject to stock availability. The Deals won't be beaten at any point during Black Friday.
What are the delivery timescales during Black Friday?
We usually aim to dispatch within 3 working days. If your order includes a free gift then this will be delivered separately and will be around one month from the order being confirmed.
Question
Write content to answer to common questions your customers may have about your products, shipping policies..
General Questions
How do I report product or service related issues?
As a customer, you have 30 days after delivery in which to contact us about any product or service-related issues. Please note we may not be able to process returns after this time period. This does not include manufacturing faults, which are covered by our five-year warranty agreement for our SUPs and one-year warranty for our accessories.
I haven't received my email confirmation, did my order go through?
A confirmation email should be sent within around 15 minutes of the order being made on the website. If an email isn’t received then please contact our Support Team and they can confirm the status of the order.
What if I change my mind about my purchase?
If you no longer want your order then you will need to email our support team regarding this. If your order is already on its way to you as it could not be cancelled, then you must refuse the delivery or the returns postage will need to be covered by you. Our Support Team can provide full guidance on the cancellation and returns process however once you reach out to them.
I didn't purchase through your website but I have a problem with my order
If you ordered via an authorised retailer such as Amazon and have a warranty enquiry then our support team can help with this. If you need assistance with a delivery or payment query then we recommend sending your request direct via the site you made the order.
Shipping
All orders will be dispatched from our EU warehouse.
Delivery Conditions
Our courier service is unable to deliver orders with a delivery address at a pack station or PO box. However, for our heavier items weighing over 30kg, we provide a complimentary Room of Choice delivery service. Our delivery partner will reach out to coordinate a convenient delivery date with you. Please anticipate an additional two working days for the shipment of these products.
How do I access my tracking information?
Once dispatched, you will be sent tracking information via email. This will be sent to the email address used to place the order, keep an eye out in your junk/spam folder.
Has my order been sent as separate packages?
If you have a free gift or more than one product on the order then these will be sent separately. They will be dispatched at different times and there will individual tracking numbers provided for each parcel sent out to you. Any free gifts will be delivered after your main item so don’t worry if this takes a bit longer to reach you, it’s on its way!
How do I change my address. I've entered it incorrectly?
If you need to change the delivery address that was confirmed on the order then you can email our support team with the new address. If the order has already began processing then the request to divert the parcel can then be sent to the courier. We sadly can not guarantee this will be carried out by the courier but we will try our best to have it reach its intended destination.
My item is on Pre-Order, when will it arrive?
Please refer to the items product page to find this information. It will be displayed beneath the 'pre order' or 'add to cart' button.
I haven't received my email confirmation, did my order go through?
A confirmation email should be sent within around 15 minutes of the order being made on the website. If an email isn't received then please contact our Support Team and they can confirm the status of the order.
How do I contact you and how long is the response time?
Our team will be working extended hours on Black Friday to try and respond to customers as quickly as possible. If you have any questions about a product or an urgent request to cancel or change your order then we will do our best to prioritise these enquiries with a response within 24 hours. Head over to the Contact Us section of our website to reach out.
Returns and Refunds
My purchase is a gift, can I return after Christmas?
As of the 1st November, we will offer an extended Christmas returns period meaning any purchases from this time can be returned until the 31st January for a full refund should they are unused and in the original packaging.
What is your returns process?
You can return unwanted and unused goods to us within 30 days from date of receipt. The postage back to us is paid by the customer but you must contact the Support Team first to authorise the return. Any free gifts on the order must also be returned in order to receive a full refund.
Although we would not expect there to be any issues with the goods, should there be any problems then our Support Team can help arrange a return and replace or refund the order subject to availability. For returns under warranty we offer free returns for the first 6 months from date of receipt, after this time the customer is responsible for the return postage. Kindly retain the original packaging if you intend to return you intend to return your order.
My order is damaged or defective
If you have a free gift or more than one product on the order then these will be sent separately. They will be dispatched at different times and there will individual tracking numbers provided for each parcel sent out to you. Any free gifts will be delivered after your main item so don’t worry if this takes a bit longer to reach you, it’s on its way!
How do I change my address. I've entered it incorrectly?
Although we would not expect there to be any issues with the goods, should there be any problems then our Support Team can arrange a free return and replace or refund the order as required.' - Free returns are only in the first 6 months of purchase.
