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Shipping and Returns

Shipping

All of our items being shipped within 1-2 working days and you should receive your order within 2-7 days, Express Shipping usually shipped next day and will be delivered to you on the following day. However we cannot guarantee this and no refund will be given. 

We have partnered with DPD and some cases ParcelForce as our shipping partners for domestic deliveries. 

We have started to ship to the EU countries.  

Simply choose your country name and shipping cost will be added automatically at the checkout. 

Delivery to the EU countries will take around 7-10 days, may take longer due to Brexit and new regulations. 

Please check with us prior if you are not sure with the shipping and any other queries and wish to place any order from outside the UK.

Shipping Damage and Courier Issues: 

  1. Upon on delivery, inspect the box and contents for any signs of damage in front of the driver. If you find significant damage to the contents, you have the RIGHT TO REFUSE the shipment. In this instance please write “Refused due to damage.” The shipment will be returned to us and, upon receipt of the damaged shipment, we will issue a replacement shipment.

  2. If the damage is minor and repairable you may choose to accept the shipment but you must write a description of the damage on the delivery notes and you must inform us to via email about the damage within 24 hours. This will help us to file a claim,

  3. If the driver is unwilling or unable to wait for you to inspect the shipment in their presence, please note this on the delivery receipt “Driver would not wait for the contents to be inspected, possible concealed damage.” If there is any damage to the shipping box at all, please also note this on the delivery receipt.

  4. If the shipment is signed for without any notation of damage to the contents or box, and concealed damage is discovered after unpacking and inspecting the goods further, please email pictures of the damages 24 hours of signing for the shipment. We will not be able to file a claim, however, we will work with you until you are 100% satisfied.

  5. International buyers are responsible for any VAT, tariff, duty, taxes, handling fees, customs clearance charges, etc. required by your country for importing consumer goods. We do not collect this beforehand, and cannot give you an estimate of the cost - charges vary around the world from countries to countries. 

  6. International consumer, please do your research to ensure there are no surprise charges when clearing your package through customs, and to have an idea of what the additional cost may be. Please check with us if you need any help prior to placing any order.

  7. If customs fees and charges are refused at the time of delivery, your order will be returned and you will not receive a refund for shipment costs.

 

Returns

We want our customers to shop with confidence and we will do everything from our side to make everything right and make you happy, every board and product is backed by our 28 day return policy, You have 14 days to let us know via email if you’d like to return our product and further 14 days to send it to us. 

If you are unsatisfied for any reason and you can return your board to us without any questions and issues, return your board or other item for an exchange or full refund (minus 15% restocking fees exception of defective items and not as ordered or wrong items delivered) and restocking fee only applicable for paddles & boards. 

The customer is responsible for the return shipping cost and will not be reimbursed. 

Please note these terms when returning an order:

  1. We will refund the full purchase price of the order minus the 15% restocking fee exception of defective items and not as ordered or wrong items delivered without any questions asked and issues plus cost of any missing parts or accessories (for boards & paddles). 

  2. All items to be unused and placed in original packaging and tags, refund will be delayed or not reimbursed if items used or without original packaging. 

  3. For paddleboards, we will not accept any return of the boards if boards were inflated.  Everything has to be exactly as you receive it from us. 

  4. Refunds will only be made in the same form as the original payment within 7 days of our receipt of a return and will depend on an inspection by our warehouse team and your card, bank providers. 

  5. Please use a return shipping method that is traceable.

 

Local Pick Up

We offer local pick up from our warehouse or we are happy to bring your parcel to you if you live within Richmond Borough.
Simply contact us via email after placing your order.

 

Warranty Information

WARRANTY CLAIM


Our Paddleboards come with 2 year warranty.

All warranty claims  to be submitted by email to us and include photos – if you are unable to provide photos, the claim process may be delayed. Once we receive your claim, our team will reach out within three (3) business days. 


Please note, the defective product must be shipped by the claimant and the warranty does not cover shipping charges and must be paid for by the claimant, please use traceable shipping method. 

ITEMS NOT COVERED UNDER WARRANTY:

1. Commercial use.

2. Cosmetic issues.

3. Boards purchased from vendors other than our website. 

4. Boards purchased in used condition

5. Change of owner, cases of reselling by original buyers. 

6. Any customer-initiated modifications to the boards. 

INFLATABLE PADDLE BOARDS 

2 Year Manufacturer Limited Warranty on all inflatable paddle boards (iSUPs) from date of purchase. We guarantee against any abnormal defect in workmanship and materials within this period. At our sole discretion we reserve the right to either have the defective part or product professionally repaired, or replaced with an equivalent product at no cost to you. This warranty commitment does not cover claim conditions listed below.

THIS WARRANTY Doesn’t cover below: 

1. Damage or defects caused by impact with any materials or objects (rocks, docks, other boards, etc).

2. Damage or defects caused by use outside of it’s intended purpose.

3. Damage or defects caused by normal wear and tear.

4. Damage or defects caused by transport, loading, unloading, dropping, dragging or out of water handling. Including marks left by over tightening transport straps.

5. Damage or defects caused by heel dents also known as pressure dings.

6. Damage or defects caused by inappropriate storage in temperatures over 32°C and under 0°C.

7. Damage or defect caused by over heating as a result of exposure to direct sunlight while not in use.

8. Damage or defects caused by wave impact, shore break and/or impact with ocean/lake floor.

9. Breakage caused by falling or crashing in surf conditions. 

10. Damage or defects caused by storage of the board in closed, damp conditions (example a wet board bag).

11. Boards used in rental, commercial, or teaching environment.

12. Modified and fitted with a motor. 

13. Being towed by a boats or any other ways. 

14. Damage to fin or fin box caused by impact to the fin.

15. Unauthorised repairs or change or modification of any parts of the board. 

16. Used in excess of the recommended maximum load capacity. 

17. Damage or defect by natural events, such as floods, fire and earthquake. 

18. Not in use for prolonged period of times.

19. Loss of any parts or items. 

Please note we will require up to 30 days to repair damaged boards and we will refund/return to you on first 12 months and replace or repair thereafter. 

PADDLES

1 Year Manufacturer Limited Warranty on all paddles from date of purchase. We guarantee against any abnormal defect in workmanship and materials within this period. At our sole discretion we reserve the right to either have the defective part or product professionally repaired, or replaced with an equivalent product at no cost to you. 

Please note we will require up to 30 days to repair damaged paddles. 

Warranty doesn’t cover below:

1. Damage or defects caused by impact with any materials or objects (rocks, board, sharp surface and sea floor etc)

2. Chips, cracks or separation of the blade due to a result of impact with any object(s).

3. Damage due to falling off the board. 

4. Paddle sinking.

5. Damage or defects caused by use outside of it’s intended purpose.

6. Damage or defects caused by transport, loading, unloading, dropping, or out of water handling.

7. Damage due to normal wear and tear.

8. Damage or defects caused by wave impact and/or impact with ocean/lake floor.

9. Improper installation of the handle.

10. Breakage or damage as a result of over extending the adjustable shaft.

11. Breakage or damage of adjustable mechanism due to improper use and/or maintenance.

12. Paddles used in rental, commercial, or teaching environment.

13. Any modifications.

14. Damage due to normal wear & tear and colour fading. 

 SUP BAGS 

1 Year Manufacturer Limited Warranty on all accessories.  We guarantee against any abnormal defect in workmanship and materials within this period. At our sole discretion we reserve the right to either have the defective part or product professionally repaired, or replaced with an equivalent product at no cost to you.

Warranty doesn’t cover below: 

1. Fading.

2. Tears, rips or holes caused by collision or abuse

3. Zipper damage caused by misuse or improper care and maintenance.

4. Damage due to normal wear and tear.

PUMPS 

1 Year Manufacturer Limited Warranty on all iSUP pumps from date of purchase. We guarantee against any abnormal defect in workmanship and materials within this period. At our sole discretion we reserve the right to either have the defective part or product professionally repaired, or replaced with an equivalent product at no cost to you.

Warranty doesn’t cover below:

1. Damage or defects due to use outside of it’s intended purpose.

2. Damage due to normal wear and tear.

3. Damage or defects by misuse and using excessive force while using the pumps.

4. Damage or defects while transporting and carrying on backpacks.

LEASHES

1 Year Manufacturer Limited Warranty on all leashes from date of purchase. We guarantee against any abnormal defect in workmanship and materials within this period. At our sole discretion we reserve the right to either have the defective part or product professionally repaired, or replaced with an equivalent product at no cost to you.

Warranty doesn’t cover below:

1. Damage or defects due to use outside of it’s intended purpose.

2. Damage due to normal wear and tear.

3. Damage due to fin cuts.

4. SUP leashes are not covered for use in the surf zone.

5. Damage by dragging or use as anchor any other objects.

Please note all accessories come with 12months warranty. We will refund/return on first 6months, repair and return thereafter. We will require up to 30days to repair damaged accessories. 

 

User Guidelines

2021

Orca Boards iSUP user manual.