Shipping & Returns
At Ottawa Valley Air Paddle, we are committed to delivering the best possible service to our customers. We want to ensure that you have a smooth and enjoyable experience when ordering outdoor gear and products from us. Please take a moment to review our shipping policy, which outlines important details about shipping times and options.
Because of our multiple fulfillment centres located strategically across Canada, it is not uncommon for our customers to have their board or boat on the water in 3 days or less. This may also result in parts of your order being shipped in multiple packages from different locations depending on stock and availability.
Once your purchase has shipped, Ottawa Valley Air Paddle will provide you with a tracking number via email. All shipments are sent via courier with no signature required unless otherwise requested by the customer.
Ontario, Quebec - 1 to 2 business days
Nova Scotia, New Brunswick, Prince Edward Island, Newfoundland and Labrador, Manitoba, Saskatchewan, Alberta - 2 to 5 business days
British Columbia - 5 to 7 business days
**Note: Processing of orders usually takes 1 to 3 business days.
PADDLE GEAR OFF-SEASON SHIPPING TIMELINE
During the off-season months, which span from October to April, our shipping times may vary. Please be aware that it can take anywhere from 1-3 weeks for your order to be processed and shipped during this period. We appreciate your patience and understanding as we may not be as active in our summer inventory during the winter months.
If you have a special request for your order to be expedited and shipped sooner than the standard 1-3 week timeframe during the shoulder season, we are here to assist you. Simply send an email to our dedicated support team at firstname.lastname@example.org with your request, order details, and any specific requirements you may have. We will do our best to accommodate your needs and prioritize your order accordingly.
SHIPPING DAMAGE & CLAIMS
Upon 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.
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 receipt. In this instance, please email photos of the damage and the shipping box to email@example.com within 48 hours of accepting the delivery. Please keep the packaging and shipping box in the event we need to ship the board or kayak back to us. We will work with you until you are 100% satisfied with the outcome.
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.
If the shipment is delivered 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 damage to firstname.lastname@example.org within 48 hours of receiving the shipment. We will not be able to file a claim, however, we will work with you to find a solution.
INTERNATIONAL SHIPPING DISCLAIMER
You, the buyer, 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.
As an 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. If you are unfamiliar with customs fees and charges, please speak to your local postal or customs office for more information. It is your full responsibility to verify the customs, duties charges, and procedures in your country prior to placing your order.
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.