Shipping & Refunds

Order Confirmation:

When you place your order, you will receive an automated order confirmation e-mail within a few minutes. This means that we have received your order in our system and pre-authorized your credit card for the purchase. We will then reach out to our suppliers within two working days to confirm that the item is in stock and available for immediate shipment. If your item is unavailable or on backorder, we will reach out to you via e-mail and void the pre-authorization within five business days unless you indicate otherwise. If your item(s) are available for immediate shipment (within five business days), we will process the charges and submit the order for shipment.

Order Shipment & Delivery:

If your item is in stock, the charges will be processed and the item will ship directly from the manufacturer within five business days from your order date. You will be contacted by the delivery partner to schedule a day and time for your delivery, and must be present at delivery as a signature will be required. Note that if you miss or refuse the scheduled delivery appointment, you will need to bear any fees incurred and charged for missing the appointment and subsequent re-delivery by the delivery partner.

We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out. Do note that once the item is shipped, the delivery partner will be unable to recall it until it reaches you. If you do not receive tracking information from us within six business days of your order, feel free to follow up with us at orders@rowpaddle.com.

***Attention: FREE Shipping & Delivery is applicable mostly for products above a certain price, and will be within continental USA and curbside only (no inside delivery). Customers are responsible for bringing items into their home. If you require assistance or are interested in our White Glove Delivery Service please contact us at orders@rowpaddle.com for estimates.

Damages:

Do inspect the item packaging when it arrives, and if you notice substantial damage you should indicate the details on the signing pad when signing for delivery. If your item(s) do arrived substantially damaged, please indicate the said details and send the photos circling the damage(s) in red to support@rowpaddle.com and we will process a claim on your behalf. All products are returnable only if received defective as determined by the manufacturer. As a rule, this does not cover damage caused by accidents, unreasonable use, negligence, improper care, damage from abuse, unauthorized repair, or buyer’s remorse.

Cancellations & Refunds:

Do note that products on our store are selectively curated, as such they are not cancellable, returnable and refundable once shipped, unless otherwise indicated in the product listing itself, so please only place the order if you intend to buy it, as we are not in the business of trying products. For orders cancelled before the products are shipped, a $20 payment processing and administration fee will be incurred by you and be deducted in your refund.

For very limited items where cancellations and refunds are available after shipment, do note that you will need to bear any return shipping fee. There may also be a restocking fee and additional labor charges that you will have to pay should you decide to return the item, depending on the supplier and product.

In any case, once we have received your cancellation request, we will inform you of the final refund amount before we begin to process it between one to two working days. We do hope that the one day allowance will enable you to re-consider your cancellation request. Otherwise, we will consider your cancellation request to be final and proceed with the cancellation and refund if no returns are involved. If returns are involved, we will proceed with the refund after the return is received by our suppliers.

Refunds will only be issued to the original credit card that you use when your order was placed. If the original credit card used has been cancelled, we will not be able to perform any refunds. This is a software platform and anti-money laundering restriction and we seek your understanding on this.

Chargebacks due to Fraudulent Use of Credit Card Details:

Customers who file chargebacks with their credit card company when they suspect their credit card details had been misappropriated have in essence filed a dispute process which can be extremely lengthy, so you will need to be patient. It typically takes 30 days for the merchant processor to process the chargeback and it may take your credit card company up to 75 days to resolve a chargeback and come to a final decision.

For the reasons above, please do consider instead an expedited cancellation and refund (if available). This process normally takes 24-48 hours from the time we have confirmation from our manufacturers that the products have arrived at their end in new condition.