Item Descriptions & Typographical
The description online is not
We're very sorry when this happens. Our intent is to have accurate descriptions
that represent the items offered. Sometimes the problem comes from a
mistake in data entry. Other times, the manufacturer has changed the
product and we were not notified or data from our suppliers may not be
100% accurate. We do our best to have everything correct, but there are
too many items to make any guarantees. Data entry is an ongoing and never-ending
process. As with every other catalog and online publication, we are not
responsible for typographical errors.
When an error is found, we will do what we can to correct
the situation. In some cases, a small part can be shipped to solve the
issue. There are times when parts are not available or the item description
is completely wrong and the only option is to apologize and refund your
money. Manufacturers make changes in production and discontinue items.
Certain items may not be available regardless of how badly you would
like it to be so. We regret any errors on the website and thank you for
your understanding if one is encountered.
Where is my order?
Before you contact us, check the date you placed
the order. Figure out the next business day available for processing
the order, add one day, and then add the number of business days needed
for delivery by the shipment service. 10 to 14 days. Prior to that
date, your package is unlikely to arrive. We work hard to get the products
out in a timely fashion.
What is your Return Policy?
We do our best to be flexible with returns. We understand
that ordering from a catalog is different from carrying a product to
the register and expect more returns than a store would encounter.
Basically, if you are reasonable, we are reasonable; we'll
work with you. Used product is generally not returnable. Return instructions
are included with the invoice emailed to you at the end of the transaction.
Within 30 days of receipt, you may use the instructions to make a return.
If you no longer have the email, let us know and we'll resend it to you.
Return shipping is refunded only if we made an error
in fulfilling your order or if the product is defective. In all other
situations, the return shipping is the expense of the customer. View
the return shipping as the gas money you would spend to return a tool
Special Order Items may only be returned
if the manufacturer will allow us to return the item.
Note: This almost
never happens. Any fees that are charged to us for the return will
be deducted from any refund that may be available. Most charge 28%
or more as a restocking fee. All shipping charges will be deducted
from any refund. Special order returns are handled on a case-by-case
basis. In general, consider a Special Order Item non-returnable and
International shipping costs are not refundable
under any circumstance.
What is your Refund Policy?
Refunds are issued after the returned product has been received and inspected.
Refunds are issued in the same form as payment was received for the
Please allow a week after the Friday of the week the package
arrives at our warehouse for the credit to be processed.
Shipping costs are non-refundable. The exceptions are cases
where a guaranteed delivery service failure has occurred on behalf of
the courier or if we made an error in filling the order.
Refunds for service failures are processed when the courier
recognizes that they have not met their guarantee and have issued a credit
to us for your order. The courier is solely responsible for determining
a delivery failure situation.
For defective merchandise, you only have to pay for delivery
once. The replacement merchandise is sent out at our expense. The original
outbound shipping costs are not refundable on returns unless the item
was shipped in error.
How can I pay?
We can process your order most efficiently with
payment from a credit card. We accept MasterCard, VISA and Discover cards. We will
accept Checks, Money Orders.
Please place your order by phone or in person. If
you elect to not use a credit card, please include the Order Number
with your remittance so that we know what to do with the funds when
they arrive. We accept all government credit cards that function under
either the VISA or MasterCard programs. Most Debit cards will work
- they must have the VISA or MasterCard logo to be recognized by the
We will keep your order active for 14 days to allow payment to arrive.
Money Orders are treated as cash and in stock orders are shipped immediately
upon receipt. Checks must clear the bank before we can ship. Please
allow 14 days for this to happen. We're sorry, but we do not ship any
packages on a C.O.D. basis.
Do I pay Sales Tax on my order?
Sales Tax must be collected on any delivery
made inside State of Florida. If you have a Florida billing address but
have your order delivered to another state, it is taxable.
We must have a valid Exemption Form on file to remove the
tax. Please call us at 813-833-7113, along with the Order Number. We
adjust the invoice manually during processing.
If delivery is outside of the State of Florida, there is
no Sales Tax. If you are a Tax Exempt organization, we only need forms
from you if you are located within New York State. Otherwise, just place
You made a mistake on my order.
You're probably right and we're sorry it happened.
We're humans assisted by some pretty good computers, but we're still
human. We do our best to get it right the first time, and better than
99 percent of the time we succeed.
When we make mistakes we work hard to correct them. Please
be sure to provide us with order numbers, your name and address and the
detailed specifics of what was or was not shipped so we can solve the
problem as quickly as possible.
Do I Have to Sign
Yes, and you or someone must be at the shipping
drop off point to receive and inspect the package for damage. Claims
for damage after delivery will not be honored. We cannot be responsible
for delivery delays due to problems incurred by the couriers.
Your boat must be delivered to our store for pick-up
or drop shipped to a physical address.
Can I cancel my order?
We will do our best to stop an order if you contact
us. However, much of the order process is automated. Once your credit
card has been approved or payment received, the order is sent to the
factory for shipping. At this point, we may not be able to prevent
the order from being shipped.
You may refuse delivery when your product arrives
and we will refund the cost of your purchase, less shipping costs and
a 28% restocking fee.
What is the warranty on this item? How do
I file a claim?
We handle all NuCanoe warranties in-house.
For all other products, the warranty is handled by the
manufacturer of that item.
Please note that many warranties only apply to a product
within the US. If you are having an item shipped internationally, your
warranty may be void. If this is important to you, please contact us
or the manufacturer to answer all your questions before purchasing.
Consider switching from a kayak to a NuCanoe!