Shipping policy

All orders ship from our British Columbia warehouse. This page covers couriers, processing time, delivery estimates, fees, and local pickup. For returns, see our Refund Policy.

In this policy, "we", "us", and "our" refer to Dolphin Kayak.

1. Where We Ship

Canada: all provinces and territories
United States: continental US (calculated at checkout)
Outside Canada and the US: we do not currently ship internationally

We ship to residential addresses only. Our couriers cannot deliver to P.O. boxes — please provide a residential or business street address at checkout.

2. Couriers

UPS is our default courier. Depending on your region, package size, and weight, we may use FedEx, Purolator, or Canada Post instead. The courier is selected at the time of dispatch; you'll see which one was assigned in your tracking email.

3. Order Processing Time

We aim to dispatch all orders as quickly as possible:

Orders placed Monday–Friday before 2:00 PM Pacific Time: ship the same day
Orders placed Monday–Friday after 2:00 PM Pacific Time: ship the next business day
Orders placed Friday after 2:00 PM PT, on weekends, or on Canadian statutory holidays: ship the next business day (typically Monday)

A note on weekend orders: we process and label your package as soon as we see your order. The reason it doesn't physically move until Monday is the courier, not us. UPS, FedEx, Purolator, and Canada Post only collect from our warehouse on business days. Even if a courier picked your parcel up on a Saturday, it would sit at their depot until Monday morning. To keep your tracking accurate, we hold dispatch until the next business-day pickup.

4. Tracking

You'll receive a tracking link by email as soon as your order is labeled. Tracking may not show movement immediately — courier scans typically appear 4–24 hours after pickup, depending on the carrier.

5. Delivery Time

Estimated delivery times within Canada from dispatch:

Lower Mainland and Vancouver Island: 1–3 business days
Western Canada (BC, AB, SK, MB): 2–5 business days
Eastern Canada (ON, QC, Atlantic provinces): 4–7 business days
Northern and remote postal codes: 5–10 business days

US delivery times are calculated and displayed at checkout based on destination.

These are courier estimates, not guarantees. Severe weather, peak season volumes, customs review (US orders), or remote delivery routes can extend transit time. We pass courier estimates through honestly; we don't pad them down for marketing purposes.

6. Shipping Fees

Within Canada

Orders $150 CAD and up: free standard shipping
Orders under $150 CAD: a flat shipping fee shown at checkout

To the United States

Shipping cost is calculated at checkout based on destination and package weight. The buyer is responsible for any US import duties, brokerage fees, or applicable taxes assessed at the border.

7. Damaged or Missing Packages

If your package arrives damaged, or if tracking shows delivered but you have not received it, contact us within 7 days of the tracking-confirmed delivery date at hello@dolphinkayak.ca.

Include:

Your order number
Photos of the outer packaging and damage (if applicable)
The tracking-confirmed delivery date

We'll work with the courier to investigate and resolve. Damage-on-arrival claims are handled under Section 2 of our Refund Policy.

8. Local Pickup — Greater Vancouver

If you live in the Greater Vancouver area, local pickup is available by appointment at no shipping cost. To arrange:

Place your order online (select "Local Pickup" at checkout if available, or any shipping option — we'll refund the difference)
Email hello@dolphinkayak.ca with your order number
We'll confirm the warehouse address and a time window

For paddleboard pickups: bring a vehicle that can carry the box. A boxed paddleboard kit is approximately 90 × 50 × 30 cm and 12–15 kg. Most vehicles fit; smaller compact cars may struggle.

For kayak pickups: a roof rack or trailer is required, plus your own tie-down straps. Kayaks are not boxed for transport, so they must be secured to your vehicle at the warehouse.

9. Kayak and Oversized Shipments

Kayaks and other oversized items require a custom shipping quote. Email hello@dolphinkayak.ca with your postal code before ordering, and we'll find an affordable option for your destination.

Standard kayak shipping transit is 5–10 business days. Kayaks ship inside heavy cardboard with bubble wrap. Inspect on arrival — if damage is visible, photograph the box and contents immediately and contact us before unboxing further.

10. Address Changes and Cancellations

If you need to change the shipping address or cancel your order, email hello@dolphinkayak.ca as soon as possible with your order number. We can usually intercept changes if the package has not yet been dispatched. Once a tracking number is active and the courier has collected the package, the address can no longer be changed by us — you'll need to coordinate with the courier directly.

11. Questions

Email hello@dolphinkayak.ca or use the contact form at /pages/contact-us.

This Shipping Policy was last updated on the date shown in our Shopify admin and may be revised from time to time.