- Shipping & Returns
Shipping & Returns
PLEASE READ THE FOLLOWING TERMS AND CONDITIONS OF USE CAREFULLY BEFORE USING THIS WEBSITE. All users of this site agree that access to and use of this site are subject to the following terms and conditions and other applicable law. If you do not agree to these terms and conditions, please do not use this site.
Q. How do I make a return?
A. Satisfaction guaranteed! If you are not completely satisfied you may make a return for a full refund or replacement within 10 days, excluding any discount and handling charges. After 30 days all manufacturers' warranties apply. To return any merchandise, place it in its original carton and in original (new) condition. Send to: PelicanShopsOnline, 3555 Route 22 Whitehouse NJ 08888 Attn: INTERNET. Fill out the back of the packing slip and include with return shipment. All returns must be pre-paid and insured. If you have any questions, please contact our Customer Service Team at: CustomerService@pelicanshopsonline.com. Refusing delivery on any shipment that is not damaged will result in shipping and restocking fees. These will be deducted from the refund amount. Custom items are made to your specifications and therefore cannot be returned unless there is damage or a defect, in which case we will provide a replacement of the item ordered. Note: Excluded items are opened paint or chemicals, dive boards, drilled reel systems and ALL custom orders. Pelican will issue a refund on new, unused merchandise returned within 10 days of the receipt of product. We honor returns for credit via the original method of payment. You will be notified via email of the credit. Credits are for the original purchase price less shipping charges. In all cases it is assumed that items presented for return will be in new condition and suitable for resale. To qualify for a full refund, ALL items must be returned in their original condition, including the original packaging, manufacturer's containers, documentation, warranty cards, manuals and all accessories. Do not mark or deface the original manufacturer containers in any manner. Packages must be returned prepaid. The condition of all returns is subject to the determination of Pelican management. All items returned without original packaging and manufacturer's tags will be refused. Customers are responsible for the shipping charges back to PelicanShopsOnline, including any items that may have qualified for "free shipping." Any package that was refused at the time of delivery will be charged shipping from and back to PelicanShopsOnline. Pelican recommends shipping insurance on all items being returned as all damages or loss of items during shipping is the responsibility of the customer. Returns must be pre-authorized by emailing firstname.lastname@example.org for a return authorization (RA) number. Unsolicited returns are strongly discouraged. Merchandise received with no RA will be subject to restocking fee no less than 20% of the purchase price of the merchandise returned.
Q. When will my order ship?
A. Your order will ship within 2 days on items that are in stock. PelicanShopsOnline ships all orders from Monday to Friday from 8am to 4pm EST. Please note, there are some UPS and USPS black out dates when there is no pick-up or delivery service (examples: Thanksgiving weekend Thursday-Sunday / Christmas and other Special Holidays). Orders placed during these times usually ship on the next business day after the holiday period is over. PelicanShopsOnline will notify you by email on any items that are not in-stock and an estimated delivery date. You are then given the option of keeping the order or canceling. Your order will not be processed until email verification is received on how to proceed with the the order.
Q. I received the wrong item or it was damaged in transit, what do I do now?
A. Contact Customer Service for assistance in replacing the damaged or incorrect item at CustomerService@pelicanshopsonline.com.
Q. What forms of payment do you take?
A. Orders placed by phone or internet may be paid with credit/debit card. PelicanShopsOnline accepts Visa, Master Card and Discover Card. We also accept PayPal Payments.
Q. How do I submit a Warranty Claim?
A. Please follow the following guide-lines when submitting a Warranty Claim.
Please note that all warranties are serviced through the manufacturer. PelicanShopsOnline can assist in obtaining warranty coverage simpler in almost all circumstances.
Although weather related damage is not a warranty issue, PelicanShopsOnline is willing to review your situation on behalf of the manufacturer.
Before submitting the following information to PelicanShopsOnline, it is recommended that you consult with your homeowner's insurance carrier to determine whether or not the damage your product has sustained is covered under your particular insurance policy's guidelines.
PelicanShopsOnline obligated to produce proof of purchase and proof of a defect in the product as a pre-requisite to offering remedies as provided for in the warranty. To obtain PelicanShopsOnline assistance with your concern, please forward the following.
The following information must be included:
A. Customer name and home address.
B. Home phone number plus an alternate number.
C. Copy of original receipt.
D. 2 close-up photos of affected area and 1 showing full view (LIMIT TO 3 PHOTOS PLEASE).
Please put name and address on reverse of all photos.
E. Written description of damage.
F. Name, address and phone number of independent installation contractor, if applicable
- EMAIL: email@example.com
PO Box 36, Whitehouse, NJ 08888
Obtaining PelicanShopsOnline assistance does not preclude you from seeking help directly from the manufacturer. Our assistance is provided to expedite the process. In many cases, our assistance limits the additional costs normally associated with receiving replacement components, such as shipping and labor. Any assistance in receiving replacement components is on a pro-rated basis, based on the year of purchase.
DO NOT bring any of the above information to your local store. Please allow approximately 2 weeks to review your inquiry and to receive a written response.
Customer Service Manager
Q. Do you Ship Internationally?
A. Yes, we will ship Internationally. However, there will be additional cost to ship product outside the United States. Please email for additional information to firstname.lastname@example.org Pelican will contact you with the additional costs to ship outside the U.S. Your order will not be processed & your card will not be charged until confirmation of additional charges is approved via email.
Q. Are There Any International Restrictions?
A. Please note, due to dealer restrictions, we are not allowed to ship select products outside of the United States via our website. You will be notified of these restrictions and our policies if you attempt to purchase one or more of these items. Certain brands such as Burton, Mervin Products, The North Face, Oakley, Spyder, K2, Ride Snowboards, LINE, and Salomon as well as items marked as available only in our retail stores, are not available for shipping outside of the USA. Other brand restrictions may apply. We ship all international packages using the US Postal Service, unless you request another method of shipping that we can accommodate. Once a package ships, it takes 5-10 business days to arrive if there are no delays in customs. Skis, snowboards and other items may require the use of UPS and are not available to ship by the US Postal Service. Our shipping costs do NOT include duties, taxes or other fees that may be required by your country. Pelican’s Ski and Snowboard Shops will not be responsible for any of these additional fees or costs. It is recommended that you contact your local custom’s office for an estimate on these costs before placing your order. If the package is returned for any reason, shipping costs will not be refunded. Delivery service and times are not guaranteed unless you agree to use UPS (not the US Postal System) as the shipper. We do not mark packages as gifts or mark down the value on the postage or customs forms, so please don't ask ('cause we'll have to say no). We do not want to jeopardize our status with the US Postal Service and UPS. We reserve the right to refuse orders for items that are not available for shipping outside of the USA. Faxing us an order form signifies that you agree with the shipping terms stated on that form, in this email, and on our websites. If you are returning an item, be sure to mark the package and postage as a “Merchandise Return.” We will not be responsible for any returns taxes, customs, or other fees associated with international shipping.
Q. Can online purchases be returned to the retail stores?
A. Online purchases CAN NOT be returned to one of our Retail locations. Pelican retail locations DO NOT have access to your billing or payment information. Please follow above guidelines for returns of merchandise purchased online. Any merchandise that is returned to a Retail store that was purchased online is subject to a 20% handling fee. Similarly, merchandise purchased in one of our Retail locations can not be returned to our Online Store. Please email us if you have any questions regarding returns. email@example.com
For all other shipping questions EMAIL: firstname.lastname@example.org