Shipping & Returns
Loon Paddle Company strives to provide you with the best stand up paddle boarding experience possible, and communication during the shipping process is key to your satisfaction and our success. Please reach out to us if you have any questions on shipping or if you are dissatisfied with any step of the ordering process.
Orders over $199 ship free to locations within the continental United States.*
Our standard shipping process means most orders are delivered within 3-7 business days, once shipped. *Hard boards not included in free shipping
There is a $99 freight charge for hard boards shipped within the United States.
(Please review the hard board section below for more details on that process.)
Contact us to arrange free local pickup for hard boards or any other Loon product.
Undeliverable Items and Incorrect Shipping Information
Buyers are responsible for providing accurate and deliverable shipping addresses. Buyers are responsible for any additional charges for merchandise that is returned due to incorrect shipping information. Charges include: duty charges for international deliveries, or re-shipping merchandise to correct address. If the buyer decides they no longer want the product due to an undeliverable address, they can request a refund. Refunds will be issued once we have received the returned merchandise. Shipping charges are not refundable, restocking fees may apply.
We value transparency and honesty, and try to make our listings as clear as possible. If you feel like you're unable to use your gear as it was described, shoot us a message so we can help you troubleshoot and remedy the issue.
Loon accepts returns initiated within 14 days of delivery. Please contact us at email@example.com to start processing your return.
Items that have been used and then returned for a reason other than defect may incur up to a 15% restocking fee.
If an item is found to be damaged or defective upon delivery please notify us within seven (7) days.
We are more than happy to help arrange return shipping if necessary, but it is the responsibility of the buyer to cover all return costs including repackaging and shipping. Refunds cannot be issued until we have the board back in our warehouse. All returned orders must be received by us no later than 30 days after their original delivery, unless otherwise noted.
Simply put: we want you to have a good experience with Loon. If you are having issues with a product outside of our return window, don't hesitate to contact us. We will try our best to help out and share what solutions may be available.
Special Shipping Considerations for Hard Boards
Safely shipping a 10 to 14 foot object isn't a job for your standard delivery service, but that doesn't mean getting your new board should be a scary proposition. The first thing you should know is that we've done this before, and we're ready to do it again.
But, it doesn't hurt to review a few points just so you know what to expect:
Please keep in mind we do not use standard USPS, FedEx or UPS services when shipping our hard boards as we have found they are not always equipped to safely and quickly handle objects of such size. We typically ship using 3rd party LTL (Less Than Load) services that will deliver our hard boards directly to your home or place of business. Because of the direct and scheduled nature of these services, their transit time is not likely to rival your typical letter or small package shipping service.
Shipping for our boards can take up to 10 business days (or more depending on how remote your location). Once products are in transit, orders can not be canceled. A signature is usually required at the destination and, if so, a drop-off time can be coordinated for your convenience. Again, we take a lot of time to make sure our products get to you safely and your patience is much appreciated!
If you wish to return a hard board for a reason other than damage, the return must be initiated within seven (7) days of delivery. Please notify us of your intent to return before shipping the board back. We are more than happy to help arrange return shipping as necessary, but it is the responsibility of the buyer to cover all costs associated with, and resulting from, the return journey, including repackaging and shipping the board. Unless otherwise noted, the board must be in the possession of the shipping service and on its way back to us within 14 days of delivery. Refunds cannot be issued until we have the board back in our warehouse. All returned hard boards are subject to a 5% restocking fee. If a board shows visible signs or marks from use that would influence its future resale, this fee may be increased.
While we work with select shipping carriers specifically to avoid such issues, there will always be the unlikely possibility that a board will be damaged, punctured or scratched when dropped or when fork lifts or other heavy equipment are used in transport. We take great care to wrap and box each board to ward off such injury and save you the headache of having to return a board damaged in shipping.
With that said, accidents do happen and if your product is damaged during shipping please take pictures of the damage immediately and email them to firstname.lastname@example.org. When possible, please take pictures while the item is still in the packaging as serious damage to the packaging materials can help us prove to the shipping company that the damage was caused during transit. We must receive pictures of damaged goods within seven (7) days from when you receive your board. We will reach out to you via email or phone to process your claim as soon as possible and to provide a solution to your situation.