Shipping and Returns

RETURN OF DEFECTIVE/WRONG MERCHANDISE

If you receive defective or wrong merchandise that is not able to be rectified, The Crystal Kayak Company will not charge you a restocking fee or shipping. Simply call us if this situation arises and we will arrange to have the items picked up at no cost to you. (Note: It is your responsibility to ensure that the items are packaged in original (or similiar) packaging and ready for shipment. Thank you. )

GENERAL RETURNS

In order to return an item, you must first request an RMA (Return Merchandise Authorization) number from The Crystal Kayak Company. The Crystal Kayak Company must receive this request no later than seven (7) business days from receipt of the merchandise. You may request an RMA number by calling 1-888-415-9692 or by sending an email to sales@crystalkayak.com. No merchandise may be returned without an RMA#. Shipping fees are non-refundable and you will be responsible for return shipping costs. If your order ships and you cancel immediately after it ships, you will still be responsible for all outbound and inbound shipping costs. In this case you will still need to receive the order and then call us to arrange a return per the above RMA instructions. Refusal of a shipment is not an acceptable way of returning/canceling an order and may be subject to additional fees and penalties. While we do our very best to meet customer deadlines, there are always situations where a deadline can't be met. Failure to meet a deadline does not remove a customer's obligation to pay the normal cancellation fees. The best way to prevent this is to make sure we are aware of your deadline and to monitor your emails for a tracking number sent out around the time an order gets shipped.

In your request for an RMA# please include the following:

  1. Your order number.
    2. The item number of the products you wish to return.
    3. The quantity of the item you want to return. 
    4. The reason for the return.

Note: All merchandise must be returned in the original condition, packaging and shipping configuration. Product received in other than the original packaging may not be resalable, and either no refund will be issued or additional charges will apply. If in doubt, please discuss the situation with us before requesting an RMA.

REFUND & CANCELLATION POLICY

Generally your order will ship within a week but it's VERY IMPORTANT that if you have a deadline you meet, you make us aware of it. If you contact us at sales@crystalkayak.com and we are able to cancel the order prior to shipment, your credit card charge will be reversed with no restocking fee. Your credit card statement will reflect both the charge and the refund. If the order has shipped, it will be subject to shipping and restocking charges as described above. Cancellations or returns must be authorized in advance.

Receiving Instructions

The shipping company should contact you to arrange receipt of your shipment. All deliveries will require that an adult be present to inspect and sign for the shipment.

DAMAGED SHIPMENT

If there is visible damage to the packaging, you should immediately open the packaging and inspect the product for damage. If there is obvious shipping damage, you may refuse the item and ask the freight carrier to take it back to the originating point. If the package appears even slightly damaged, write "Package Damaged" when you sign for delivery. Contact us immediately if there is obvious damage or no later than 10 days if there is hidden damage.

Tips to Reduce Your Inconvenience of Returns

  • Before ordering, always understand the final dimensions of completely assembled products.
  • Even if the package appears only slightly damaged, write "Package Damaged" when you sign for delivery.
  • Don't damage or discard any shipping materials, packing or boxes until you are sure you are satisfied. Returns must be in a resalable condition and configuration.