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Unique Yaks FAQ
Item Descriptions & Typographical Errors
The description online is not correct.
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.Returns
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 to Sears.
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 non-refundable.
International shipping costs are not refundable under any circumstance.
Refunds
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 original order.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.
Payment Options
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 bank.
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.Sales Tax
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 the order.
Mitakes
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.
Shipping
Do I Have to Sign for Delivery?
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.
Order Cancellation
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.
Warranty Information
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!
