It's important to inspect your kayak carefully and thoroughly upon delivery, so that you make sure you have everything you ordered, and that there were no damages in transit. If you have any problems, please contact Customer Service using this form.
If the product is signed for without damage being reported or if the driver leaves the property without the damage being reported, Kayak Distribution won't be able to replace it. You will have to pay return freight charges which ranges from $300 - $500 or accept the kayak as is.
HOW DO I INSPECT A DELIVERED KAYAK?
Upon delivery, please ask the driver to wait while you inspect the item thoroughly BEFORE SIGNING anything. Next, unwrap your kayak and thoroughly inspect for major damage.
Major damage includes:
If you find major damage:
If you find minor damage and is repairable, note the damage on the Bill of Lading, take pictures, accept the shipment and contact customer service. Minor damage includes:
If you are unwilling to come to a compromise over minor damage, then refuse the shipment.
In all cases other than because of shipping damage, if a kayak delivery is refused by the customer and is returned to Kayak Distribution, we have the right to charge the customer another shipping fee to re-ship the kayak.
See the video below for a walkthrough on how to inspect a delivered kayak.
HOW DO I SUBMIT A SHIPPING DAMAGE CLAIM?
Click the link below, fill out the form and Kayak Distribution Customer Service will respond to you in 3-5 business days.
Please keep all original cartons and packing materials. If you do not have the original shipment box and/or product packaging the product CANNOT be returned.
To file a claim, you will need:
· Fill out online Shipping Claim Form here
· A copy of the signed Proof of Delivery stating there were issues
· Photos of the damages and/or description of the missing product
· A copy of your Kayak Distribution / Boutique Boreal Design invoice showing the cost of the product
· A description of the extent of the damages (i.e. the product can be repaired at a cost, the product is beyond repair, etc.) or a request for reimbursement in the case of missing part or product. The more details the better.
· If your claim is approved, the shipping company may pick up defective product. In this case, pack the item securely and include the original packaging. We ask that you send us a few photos of the packaged-up item to ensure to our shipping company that it is ready to go.
Kayak Distribution may replace parts damaged in shipping (i.e. broken deck fittings) at no charge but the customer is responsible for the cost to ship them.