FAQ

Q: How do I place an order?

A: Simply browse our categories (like Kayaks, SUP, Fishing Gear, or Accessories), select your gear, and proceed to checkout. You’ll need to provide your shipping details and choose a payment method.

Q: Can I modify or cancel my order after placing it?

A: Orders are processed quickly (within 1-2 business days). Please contact us immediately at [email protected] if you need to make a change. We’ll do our best to assist if your order hasn’t yet entered the packing stage.

Q: Do I need an account to shop?

A: No, you can check out as a guest. However, creating an account allows you to track orders faster, save your address, and view your order history.

Q: What payment methods do you accept?

A: We accept Visa, MasterCard, JCB, and PayPal for secure and convenient checkout.

Q: Are there any hidden fees?

A: No hidden fees. The price you see at checkout is what you pay, except for any applicable import duties or taxes in your country, which are the customer’s responsibility.

Q: Is my payment information secure?

A: Absolutely. We use industry-standard encryption and secure payment gateways. We do not store your full payment details on our servers.

Q: Where do you ship from and where do you deliver?

A: We ship worldwide from our warehouse in Savannah, Georgia, USA. To ensure reliability, we currently cannot ship to most parts of Asia and a few select remote regions. The checkout system will automatically verify if we can deliver to your address.

Q: What are my shipping options and costs?

A: We offer two clear options:
1. Standard Shipping (Recommended): $12.95 flat rate via DHL or FedEx. Delivery in 10-15 days after shipment.
2. Free Shipping: Available on all orders over $50 via EMS. Delivery in 15-25 days after shipment.

Q: How long does order processing take?

A: All orders are carefully processed within 1-2 business days after payment confirmation. You’ll receive a tracking number via email once it ships.

Q: Can I track my order?

A: Yes! Once your order ships, you’ll receive an email with a tracking link. You can follow your gear’s journey right to your doorstep.

Q: Who should be present for delivery?

A: For larger items like kayaks or SUPs, please ensure someone is available to receive the package. The carrier will deliver to the address provided.

Q: What is your return policy?

A: We want you to be thrilled with your gear. If you’re not satisfied, you can return unused items in their original packaging within 15 days of delivery for a refund or exchange. Please contact our support team first to initiate the process.

Q: Who pays for return shipping?

A: Customers are generally responsible for return shipping costs unless the return is due to an error on our part (e.g., wrong item shipped).

Q: How long do refunds take?

A: Once we receive and inspect the returned item, we will process your refund within 5-10 business days. The time it appears in your account depends on your payment provider.

Q: What if I need a part or accessory later?

A: We’re your long-term partner on the water! Browse our Replacement Parts, Paddles, Rudders, Storage/Covers, and other categories. We offer the same straightforward shipping to keep your adventures going.

Q: Are your inflatable kayaks and SUPs durable?

A: Yes! Our inflatable products are designed with the same practical, user-friendly, and reliable ethos as all Pelican gear. They are built for adventure and easy setup.

Q: Do you offer advice on which kayak or SUP is right for me?

A: While our website provides detailed product information, our customer support team can help with general questions. For specific advice, we recommend consulting with experienced paddlers or outdoor specialists.