FAQ
ABOUT KayakersDirect
1.Why choose us?
Kayakers Direct is a family-owned business founded and run by folks who were born with an honest spirit and passion for excellence. We offer free shipping, hassle-free returns, and money-back guarantees on all products that we carry. We work hard to provide you an exceptional overall experience. Our mission is never completed unless you are 100% satisfied.
ORDER PLACEMENT
2.What payment methods do you accept?
We accept Visa, American Express, Mastercard, Amazon Payment, Apple Pay, and more!
3.Do you charge sales tax?
No. We will pay your sales tax!
4.Where is my order?
Please go to our order status page and enter your tracking number for the instant updates. If you find issues tracking your order, please contact us anytime.
5.Will I get a confirmation when my order is received?
Yes! You will get an email confirmation right after placing the order. Once we ship out the order, you will receive the tracking number from us.
6.Can I cancel or change my submitted order?
Sure! You can cancel or change your order within 24 hours of placing it. Beyond that time, we can't cancel or make any changes to your order.
7.How do I choose my size in your store?
Most of our products are true to size, so simply choose your regular size. Our size chart is located under each product page. Feel free to double-check the measurement if you are not sure.
SHIPPING POLICY
8.How long will my order take?
All orders in the United States will be delivered within 4 - 12 days. European orders will be delivered within 9 - 14 days. The Rest of the World is 10 - 15 days.
9.Will my parcel be charged additional custom and import charges?
Custom and import charges will only be applied to international orders. That’s when the parcel is shipped across the border. Unfortunately, we have no control over these charges. The exact cost will depend on the different country policies. We advise you to check your government policies and exact costs before placing the order with us.
10.Can I get my order delivered to a PO Box Address?
Yes! We can deliver your order to any physical PO box in the world. Just make sure that you double-check your address to avoid any potential delivery issues.
RETURN & EXCHANGES
11.How do I ship my order back to you?
If you would like us to refund your order, please contact us to receive an RMA form. Once you get your RMA form, we will provide further instructions to complete the return process.
12.What if my order is damaged?
No worry! You have two options. First option: we send you the replacement immediately. Second option: we refund you the full amount once you ship the item back to us.
13.What if the size does not fit?
We offer you a free exchange! You can contact us and request an RMA number. After that, you should ship the wrong size product back to us. We then verify and confirm that everything is in good condition. If the return is approved by our warehouse staff, we send you the correct size immediately.
14.Will you send the shipping label for the return?
Unfortunately, we don't send the shipping label for every return and it varies case by case. However, you are 100% covered if your product is damaged or if there were any mistakes that we made on our website.
15.What should I do if my order ships to the wrong address?
Please contact us immediately and we will work with the logistics company to rearrange the shipment or give you a full refund, depending on your preference.
16.What should I do if my order is missing?
Please wait at least 21 days to report a missing order. There might be some unusual delays on the logistics company's end. Sadly we have no control over parcels that are in transition. Once it’s been over 21 days, you can report the missing order by contacting us at info@kayakersdirect.com.
