Receiving, Shipping, Returns and Damage

DEFECTIVE or INCORRECT ORDERS

If you receive a defective or incorrect order, the Crystal Kayak Company will arrange to have the items picked up and returned at no cost to you. The items must be unused and in the original shipping package. A refund will be issued once the order has been returned to us and inspected. A Return Merchandise Authorization Number (RMA#) is required to return your order. Please email or call us to begin the process and receive your RMA# (sales@crystalkayak.com or 888-415-9692).

DAMAGED IN SHIPPING

NOTE: If your order is returned to us because of a refused deliver due to a damaged box, but the contents inside are in perfect working order, you could be subject to paying the cost of return shipping.

If there is visible damage to the packaging when it arrives, ask the driver to wait until you open the box and inspect your order. NOTE: If there is no visible damage to the box, the driver is not obligated to wait. Immediately open and inspect the product. We package and secure our products very well. In most cases, the box may come with damage, but everything inside is in perfect working order.  The box is designed to take some impact and keep your kayak/board safe. If there is obvious shipping damage and the products inside are damaged or parts are missing, please take some pictures/video, refuse the delivery, and ask the driver to take it back to the shipping depot. Contact us immediately. 888-415-9692 or sales@crystalkayak.com. Once your order returns to our warehouse for inspection, we will either ship a replacement or offer a full refund. 

RETURNS

  1. You must contact the Crystal Kayak Company for a Return Merchandise Authorization Number (RMA#). 1-888-415-9692 or by sending an email to sales@crystalkayak.com.
  2. Your returning order must be in the original shipping box/package with the original packaging.
  3. Your order will be refused and returned to you at your cost without an RMA#. 
  4. The Crystal Kayak Company must receive this request no later than five (5) business days from receipt of your order.
  5. You will be required to pay the return shipping cost (which can differ from your initial order shipping cost). We will include a link to the shipping cost payment when we send you your RMA#
  6. We will make arrangements with a freight company to pick up and return your order (excluding returns from outside the USA.)
  7. Used Crystal Kayaks, used Crystal Boards, and used Accessories are NON-RETURNABLE and NON-REFUNDABLE.
  8. If you feel this is a warranty return, please read over our warranty policy.

REFUND ON RETURNS

  • Once our order arrives at our warehouse with a proper RMA#, we will inspect everything to insure that it is in sellable condition and nothing is missing from the original order.
  • A partial or no refund may occur if the returning order is incomplete, used or damaged.
  • The original order shipping cost is non-refundable

CANCELLATIONS, LATE CANCELLATIONS, SHIPMENT REFUSALS, OR SHIPPING ADDRESS ERRORS OR CHANGES

  • If you cancel your order BEFORE it has left our warehouse, you will be issued a full refund.
  • If you cancel your order AFTER it has been shipped from our warehouse and we stop the shipment before it arrives at your address, you will be responsible for covering the return shipping costs. Return shipping costs will be subtracted from your refund. The return shipping cost may differ from that of your initial order. The original shipping cost is non-refundable.
  • If you refuse delivery without cause, you will be responsible for covering the return shipping costs. Return shipping costs will be subtracted from your refund. The return shipping cost may differ from that of your initial order. The original shipping cost is non-refundable.
  • If you provided an incorrect shipping address when you placed your order and your order leaves our warehouse, you will be responsible for covering any additional shipping costs above your initial order. We will send you an electronic invoice for payment. Once paid, we will notify the shipping company of the address change. If your order is returned to us, return shipping costs will be subtracted from your refund. The return shipping cost may differ from that of your initial order. The original shipping cost is non-refundable.
  • If you change your shipping address after your order leaves our warehouse, you will be responsible for covering any additional shipping costs. We will send you an electronic invoice for payment. Once paid, we will notify the shipping company of the address change.

RECEIVING INSTRUCTIONS

RESIDENTIAL

For residential orders of Crystal Kayaks or Crystal Boards, the shipping company should contact you and schedule a delivery. Someone must be at the residential location and sign for the order. They will not leave a 13' box at your front door. Please discuss with the shipping company any requirements for delivery. Some shipping companies require extra help to unload or enough room to unload the truck. Most shipping companies will only drop off a kayak/board order at the foot of the driveway. Please make sure you have the proper equipment or help to carry your kayak/board. Any additional costs associated with delivery are your responsibility. Be sure to read over and complete our 365-Day Manufacturer Defect Warranty information once your kayak/board arrives. 

COMMERCIAL

Shipping companies will not call ahead for deliveries to commercial locations. They will assume that the business is open regular Monday - Friday hours and have space and ability to unload the order. If the business has irregular hours or is not always occupied, please notify the shipping company once you have received your tracking number. For large crate orders, a forklift might be required or enough people to hand bomb. Any additional costs associated with delivery are your responsibly. Be sure to read over and complete our 365-Day Manufacturer Defect Warranty information once your kayak/board arrives.

Tips

  • Before ordering, always understand the dimensions and weight of your order.
  • Double check that your shipping address and phone number are correct.
  • Be sure to understand our Receiving, Shipping, Returns and Damage policies and read over the warranty information.
  • For residential orders, once you get your tracking number, give the shipping company a call to schedule your delivery. This could get your order to your doorstep a few days faster.
  • 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 for a full refund.