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Go Kayaking Delivery Details

At Go Kayaking, we want to reduce the amount of time you spend waiting for their items, so you can spend more time out on the water paddling with your lovely equipment. We want you to have the best paddling experience possible and that sometimes means getting the right item sent to you as quickly as possible so it arrives with you just in time for your trip.

We are thrilled to be able to offer immediate dispatch and next working day delivery on all of our items to Mainland UK. Our couriers usually collect from us daily at about 1pm, so ensure you get your order in before then so it can make that days collection. Orders received after 1pm will be collected the following day.

All of our stock is carried at one of our stores to ensure prompt dispatch times. We neatly pack everything into recycleable packaging. Once the items have left us, it is then in the hands of our couriers. We know our customers sometimes have a preference with which courier to use, so we have multiple options in the checkout for you to choose your favourite.

There maybe some items that are pre-order, or custom items which are not available for immediate dispatch. It will be clear on the item whether this is the case and their approximate due date.

The estimated delivery date should be clear to you before you enter the checkout stage of our website, so theres no backwards and forwards and there are no surprises to you.

Across all of our couriers, the delivery success rate is about 99%, which means for approximately every 100 packages we send, 99 of them will be delivered on time and as expected. If you are one of the unfortunate 1% where there is an issue, then we will do everything we can to ensure items get to you as fast as possible, so you can get them on the water. Please contact us if you wish to raise a concern about your delivery.

If you are ordering multiple items then be not alarmed if you have only received some items as we may send 2 packages. One from our Runcorn store and one from our Llangollen store, this just depends on where the items are located. In this case you should receive a notification from us, and 2 lots of tracking.

Whichever courier you use, you should automatically receive tracking information as soon as the order is processed and you can follow the progress using this traking information.

Below is an outline of what to expect:

Mainland UK

ServiceClothing & EquipmentPaddles & Long ItemsBoatsSuits & inflatables
Royal Mail 1st Class
(2 - 3 Working days)
£3.69NANAFREE
Royal Mail 2nd Class
(3 - 4 Working Days)
£2.99NANAFREE
UPS Next Working Day
(1 Working Day)
£7.95£12.50NAFREE
DX Three Day
(Delivered within 3 days)
NANAFREENA
DX Overnight
(1 - 2 Working Days)
NANAFREENA

Extended Area

Extended areas are defined by our couriers, and not us and sometimes these might seem strange and we get it. But please do bear in mind that if you consider yourself mainland UK but you're out in the sticks, then some couriers will add an "Extended Area Surcharge" to get a delivery driver out to your isolated location. Some couriers may also add a day to the time frame but do keep an eye on your tracking and everything you need to know should be on there.

ServiceClothing & EquipmentPaddles & Long ItemsBoatsSuits & inflatables
Royal Mail 1st Class
(2 - 3 Working days)
£4.99NANANA
Royal Mail 2nd Class
(3 - 4 Working Days)
£3.99NANANA
UPS Next Working Day
(1 Working Day)
£20.95£25.50NA£13
DX Three Day
(Delivered within 3 days)
NANA£89.95NA
DX Overnight
(1 - 2 Working Days)
NANANANA


Extreme Highlands, Islands & Northern Island

- We can not currently deliver soft goods to these areas but are constantly look for couriers that can help us with cost effective delivering to these areas.
- Kayaks can be delivered to these areas but the price depends on the location and the boat so please email your address and which boat it is you wish to purchase. It is worth considering adding any kit to the order as we can stow the kit inside the kayak and wouldn't charge you any extra for shipping, which is useful for remote areas of the UK!

We can deliver canoes and kayaks to these ares, please email info@go-kayaking.com with your delivery address and desired products and we'll reply with a quote.

Tracking Your items and Reporting Delivery Issues

You will be notified from us as soon as a consignment is getting packed and wrapped for delivery. You may get 2 notifications if your order is being completed by both stores. For each consignment that leaves, you should be automatically sent tracking information from our couriers. This is your best option for tracking your items.

We do our best to monitor all packages once they leave our stores and the couriers do notify us if there are any issues, so we can solve any issues before you even know about it. This is one of the reasons why our delivery success is exceptionally high. If for some reason you notice an issue with your delivery then please do contact us and we'll work as fast as we can to get your items to you. The 1% of packages that leave the store that are not delivered succesfully, the most common cause is the courier has lost the package. In this case, we allow the courier 10 days to locate the package and either send it onto you, or send it back to us. As soon as we get confirmation from the courier that the item will be returned to us once found we will be happy to send a replacement out to you on the fastest possible service.

We are unable to change delivery address. Once the order is confirmed, we can only deliver to the address that has been accepted at checkout. This is a legal requirement and changing delivery address after this is illegal and is a type of fraud. If the order has not left us, then we will be happy to cancel the original order, for you to replace the order with a different shipping address.

Receiving Items & Damaged Items:

Every care has been taken to prevent any damage happening during transit. However, accidents still happen however rare they are. If you notice that an item is damaged when you recieve it, you must sign for it as damaged & report it to us immediately. Accidents and losses must be reported to us within 14 working days of receipt. Please quote your order number in all correspondence. Go Kayaking can not be held responsibile for damage that has occured during transit & by signing for it as damaged we will be able to arrange a replacement as soon as possible. By not signing for it as damaged then you are agreeing to receive the item in acceptable condition and we can not offer a replacement.

If you are unsure whether an item is damaged, then sign for it as damaged anyway - just in case. If you refuse a delivery because you suspect it might be damaged then we may still charge the initial shipping cost.

Our canoes and kayaks are carefully wrapped in a hard dense cardboard, before being wrapped in a heavy plastic bag. As much as we try to avoid damage in transit, sadly due to the size of the boats and the nature of the couriers some damage is unavoidable.

A new boat that arrives with light scuffing is considered acceptable and un-damaged and would be treated as received in acceptable condition. Light scuffing would be considered marks in no more than 4 different areas and light enough to have blended in after it's been used once. No further action can be taken if a boat arrives in this condition.

Excessive light scuffing, deep gauges and dents are considered to be unacceptable and can be claimed on as long as the goods are signed for as damaged. If you are unsure please sign for the item as damaged. This damage needs to be photographed and reported to us within 14 days of receipt of goods to be able to claim. Once a claim has been launched we will endeavour to replace damaged goods at no extra expense to you and as quickly as possible. If a direct replacement is not available then we will offer the nearest like for like availalbe, or give you the option for the direct replacement at a later date. We may also offer monetary compensation for your to keep the goods as long as the damage does not affect safety, performance, durability or comfort.

It is the managers decision that is final at determining whether your boat has arrived damaged or un-damaged.

You agree that proof of delivery supplied by our delivery company is sufficient evidence to establish that goods have been received.

Delivery Failures:

If a package is returned to us because the delivery has failed then you will be re-charged the listed postage cost to have it delivered again. If for whatever reason you refuse goods on delivery and request them to be returned to us then you may still be charged the initial shipping cost unless we sent them to you in error. If you refuse a delivery because it is damaged then you may still be charged for delivery.

Returns:

To get the fastest turn around, place a new order online and then return the unwated item. Once returned, the item will be refunded in full. We can not swap items. Please re-order on the website.

You are responsible for the shipping cost and safe packaging of any items that were ordered that are no longer wanted. Please include your A4 receipt with the returns so we know who we are refunding

Send any unwanted items to:
Returns
Go Kayaking North West
Marina Village
Preston Brook, Runcorn
Cheshire
WA7 3DW

We recommend that you use a service which is tracked and signed for. It is your responsibility to get the item to us and we can not be responsbile for any items lost or any additional shipping cost.

Once we have received your items we will process your refund via your original payment method subject to the following conditions:

- You must notify us within 14 working days by post, email or telephone of your intention to do this.
- The product must be unused, with their original tags.
- The products are in pristine condition with no scuffs, dirt, marks or pet hair
- We reserve the right to refuse to refund if we require further proof of identity. You must be the original purchaser.
- You are responsible for any return postage unless the item was sent to you incorrectly
- We can not refund the original shipping cost to you

The returned item must be in the same condition we sent it to you in, usually brand new with no marks and still with its original tags. We could reject the return, or take a re-stocking fee if the returned item is not in the same condition as we sent it.

For copywright we can not accept returns on DVDs and Books.

Items that are inteded as PPE can only be returned under very strict conditions. Everything must be returned exactly as it was sent with packaging and labels in tact. We can not accept a return if the packaging comes back squashed, or if the items look like they've been tampered with. Items considered PPE are:

- All Buoyancy Aids
- All Helmets
- Slings, Karabiners & Pulleys.
- Throwlines & Towlines

We can not accept returns on ex demo, 2nd hand or used kit is sold as seen and can not be returned. If you are buying any items that are used please ensure you are happy with the condition before purchase and you are welcome to request more photos.

Warranty:

If you think your product might be defective and wish to claim a warranty then please notify us by email with detailed pictures of the defect & your receipt as well as a detailed description of the defect. Usually manufactureres will require the product back for inspection. In which case it is the customers responsibility (including cost) to get the item back to us, or the manufacturer. Refunds for postage can not be given, regardless of whether the warranty is successful or not.

  • You wll be charged shipping to send goods back to you, regardless of whether the warranty was successful.
  • Replacement item, or warranty items can be collected or dropped off in store free of charge.
  • Most manufacturers will first look at if a feasible repair can be done to the item before decided whether to replace. The manufactureres decision is final.
  • If the manufacturer decides to repair the product for a cost that cost will be passed onto the customer. We will endeavour to ensure that you are informed of the cost before any work is done, or we will quote you before sending the item off.
  • We always try to get a warranty turned around within 2 weeks but this varies dependant on supplier.
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