Shipping Information
Accessories
Delivery times
We ship all orders from our warehouses based in Sydney and Newcastle, NSW. Once payment is completed orders are processed and dispatched within 2-3 business days. Please allow 3-5 business days for dispatch during peak sales periods.
Our standard shipping times are 2-3 business days for metro delivery and 3-5 business days for rural, remote areas and western cities such as Perth.
Please note: These delivery times are estimates only. Due to the current climate and pandemic situation, we are experiencing delays across all of our courier partners including Auspost and Aramex.
Tracking numbers
Tracking information is provided for all deliveries. Once your order has shipped tracking details will be sent via email and/or SMS if you have provided your mobile number and email address.
Please allow 24-48 for the tracking number to fully update in the courier's system.
Delivery Delays
In the event that your shipment takes over 20 days to reach you please contact us immediately so that we may open a case with the courier to investigate the status of the package.
If the investigation by the courier results in the order being lost in transit, we will be able to send a new order out within 2 business days or offer a refund.
While we do send complete orders out at the same time we often have to send the larger items in separate shipments which can lead to the courier delivering these on separate days.
If you have received one half of your order but are missing items please check the tracking number provided to see the ETA of the missing package.
Delivery costs
The standard delivery cost is calculated when the delivery option is selected on the product listing page.
An additional fee may be applied to customers in rural, remote areas and western cities such as Perth.
Order Cancellation
If you wish to cancel an order prior to dispatch, there is a payment surcharge if you have paid with AfterPay, Zippay or PayPal.
If you wish to cancel an order after it has been dispatched from the warehouse we will require you to send the order back to the warehouse. Once we have received the item and it has been confirmed to be in good re-sellable condition we will be able to offer a refund minus the 15% restocking fee, as well as any delivery charges and the payment surcharge if paid with AfterPay, Zippay or PayPal.
Kayaks
Delivery service areas
We deliver to many locations in Australia. However, If we do not have a delivery service in your area, we would be more than happy to try and organise a transport quote for your order.
Delivery cost
The cost of your delivery depends on a number of factors including the area you live in and the number and size of kayaks on the order. If we deliver to your area we can provide a delivery cost upfront during the checkout process and on the product listing page. Alternatively, you can contact customer service via Live Chat or Email and we can assist you.
Delivery time frame
The shipping time frame depends on stock availability and when deliveries are made in your area. We provide a delivery estimate during the checkout process online but is not a guarantee. We do our best to deliver on particular days or within the estimated time frame but we are not always able to due to unforeseen courier delays.
Once the order has been paid our delivery booking team will contact you to confirm your shipping details. Once the details have been confirmed by our booking team we will be able to organise with the courier within 2 business days for delivery within 2-3 business days for metro areas and 3-5 business days for rural areas.
We do request courier companies to call you an hour before arriving. Sometimes based on their schedule they may not be able to call you in advance.
Receiving the kayak
For kayaks 3 metres and under we can ask the driver to leave the kayak in a safe place in case no one is home to receive the kayak.
For kayaks over 3 metres, we request the customer to be home as the courier will often ask for help getting the bulky kayaks off the truck and moving them to a safe place.
For Delivery with multiple kayaks, The customer is required to be home to receive the kayaks.
Due to Australian Occupational Health and Safety regulations, we are only able to deliver to the ground floor. This includes, but is not limited to, steps that are immediately outside the premises which must be climbed to gain access to the property. The customer will be required to be home to accept the delivery in this case.
Due to restricting factors we are not able to deliver into caravan parks, holiday parks, retirement communities, backyards or gated communities that require an access code. The courier will drop the kayak at the furthest point that the truck can reasonably reach. The customer must be home to receive and help unload the kayak.
In the event that the customer is not home to receive the kayaks and there is no safe place the courier will take the kayak back to the depot and you may be charged a re-delivery fee.
It is important that you check and verify that all items are received upon delivery. If there are any missing items you must notify us within 7 days.
In the event that the customer is not home to receive the kayaks, there is no safe place to leave the kayak or there is no one to help the courier with the kayaks over 3 metres the courier will take the kayak back to the depot and you may be charged a re-delivery and futile delivery fee.
Damage in transit
Due to the bulky nature of the product, there could be some scratches on the kayak as it gets moved around in trucks and go through various depots. The scratches are cosmetic only and won't impact the performance of the kayak.
For kayaks over 3 metres, we request the customer to be home as the courier will often ask for help getting the bulky kayaks off the truck as they are unable to lift the larger kayaks alone which can lead to cosmetic kayak damage.
All Missing Items, Damaged or "DoA" claims need to be reported to Kayaks2Fish within 7 days from the time item/s is/are delivered.
Order Cancellation
If you wish to cancel an order prior to the courier picking up, there is a cancellation fee of $25 per order in addition to a payment surcharge if paid with AfterPay, Zippay or PayPal.
If you wish to cancel an order after it has been dispatched from the warehouse we will require you to return the order back to the warehouse. Once we have received the item and it has been confirmed to be in good re-sellable condition we will be able to offer a refund minus the 15% restocking fee, as well as any delivery charges and the payment surcharge if paid with AfterPay, Zippay or PayPal.
Combined Accessory and Kayak orders
If you have ordered other items with the kayak, then they may come with the kayak, given that they are in stock at the warehouse where the Kayak is being dispatched from. If they are out of stock at that warehouse, then the items will be posted out to your address from our main distribution warehouse in Sydney.
If an accessory cannot be sent with the kayak at the time of delivery we will ship the item directly to the customer's shipping address from our main distribution warehouse.
