FAQ

Shipping and Delivery

When will my order ship?

Our warehouse ships orders Monday through Friday, and usually ships within 24 hours of receipt. Most orders ship the same day if ordered before 1pm PST! All shipping is based on business days which are Monday through Friday and excludes weekends and most major holidays.

Will my order ship for free?

We offer FREE Economy Shipping* on orders over $49 in the contiguous United States. Exclusions apply to the Hobie brand, Point 65 N kayaks, International, Alaska & Hawaii, Puerto Rico, APO/FPO; free shipping does not apply. View options during checkout.

How will my order be shipped if I choose Economy shipping?

Our system automatically chooses the most economical method based on the size/weight of the item(s) between UPS® Ground, FedEx Ground®, or USPS Priority Mail®. Be sure the shipping address provided accepts packages from all carriers.

What shipping methods do you offer?

We offer a variety of shipping methods including:

Economy (5-10 bunsiness days)

UPS® Ground (1-5 business days)

USPS Priority Mail® (1-4 business days)

UPS 3 Day Select® (3 business days)

UPS 2nd Day Air® (2 business days)

UPS Next Day Air® (1 business day)

For international destinations:

USPS Priority International® (3+ weeks)

UPS® Standard (3+ weeks)

UPS® Saver (3+ weeks)

How long will it take for my order to arrive?

Estimated transit times for each shipping method can be found on Shipping Info.

Do you have expedited shipping available?

Yes, we offer 3 Day, 2 Day, and Next Day shipping options at checkout on eligible items. Please note, that transit time is business days only, Monday through Friday, excluding holidays. Transit time does not include the day the package ships.

Will I be able to track my package?

Yes, we will send you an email with your tracking number once your order has shipped. Please allow until the end of the day for the tracking details to update on the carrier’s website.

Do you have Curbside Pickup?

Yes! We're operating responsibly and offering contactless curbside pickup Monday through Friday, 8am - 4pm PST. Click here for more information on Curbside Pickup.

I don’t get USPS at my address, what should I do?

Please ensure the shipping address provided accepts packages from the shipping method selected at checkout. If you choose the free Economy shipping option, please provide a physical address that accepts UPS/FedEx and also a PO Box #.

Do you ship to PO Boxes?

Yes, but we can only ship to a PO Box via USPS, so please be sure to select this shipping method at checkout. Please note that some items are too large to ship via USPS and a physical shipping address may be required.

Do you ship to APO/FPO addresses?

Yes, but we can only ship to an APO/FPO address via USPS, so please be sure to select this shipping method at checkout. Please note, that some items are too large to ship via USPS and may not be able to ship to an APO/FPO address.

Do you ship to Hawaii?

Yes, we can ship most items to Hawaii via USPS or UPS 2 Day and Next Day air services. Orders shipping to Hawaii do not qualify for free shipping. View options during checkout. Please note, that some items are not available to ship to Hawaii.

Do you ship to Alaska?

Yes, we can ship most items to Alaska via USPS or UPS 2 Day and Next Day air services. Orders shipping to Alaska do not qualify for free shipping. View options during checkout. Please note, that some items are not available to ship to Alaska.

Do you ship Internationally?

Yes! Please allow at least 3+ weeks for international orders to be received. Further delays are possible due to customs processing time. You will be able to view shipping charges during checkout after you enter your location. Your international order may be subjected to customs, duties, taxes, tariffs, and other fees once your package reaches your destination. Please note that Outdoorplay is not responsible for customs delays. View our International Shipping page to see the list of international destinations we ship to.

Do you ship to Puerto Rico?

Yes, we can ship most items to Puerto Riva via USPS or UPS 2 Day and Next Day air services. Orders shipping to Puerto Rico do not qualify for free shipping. View options during checkout. Please note that some items are not available to ship to Puerto Rico.

Where will my order ship from?

Most orders ship from our warehouse in Hood River, Oregon, however, some may ship from other warehouses throughout the US directly from the manufacturer.

When I view my order on my account, what does pending fulfillment mean?

Pending fulfillment means your order is currently being processed to ship, we will update you via email with the tracking information as soon as it becomes available.

Why don’t I get free shipping on my order?

We offer FREE Economy Shipping* on orders over $49 in the contiguous United States. Exclusions apply to the Hobie brand, Point 65 N kayaks, International, Alaska & Hawaii, Puerto Rico, APO/FPO; free shipping does not apply. View options during checkout.

Will my order ship on a holiday?

Outdoorplay will be closed on most major holidays so packages will not ship. Shipping carriers may also be closed or have reduced operations for holidays. Shipping will resume the following business day.

Does the day my order ships count as a transit day?

No, transit time does not include the day the package ships.

Why can’t some brands be shipped internationally?

Some brands may not be shipped internationally due to the manufacturer’s Dealer Agreement. We would love to ship the item, please be sure the address provided upon checkout is within the U.S.

How do hazardous items ship?

Due to federal shipping restrictions, hazardous items such as adhesives, liquids, or CO2 can only be shipped via ground services and cannot be shipped to Alaska, Hawaii, Puerto Rico, PO Boxes, APO/FPO, or international destinations. No expedited shipping options are available.

Do you offer Saturday delivery?

Sadly, we do not offer Saturday delivery at this time.

Returns and Exchanges

What is your return policy?

We gladly accept returns on products for up to 60 days after purchase as long as it's unused, undamaged, and in the original manufacturer's packaging, which includes any hangtags to receive a refund. Just flip over the Outdoorplay packing slip that came with your order and fill out the form. If you don't have the return form, you can download a copy here.

How do I make a return and/or exchange?

It’s very easy! Learn more about our hassle-free return policy!

Where should I send my return?

Outdoorplay
Attn: Returns Department
3459 Guignard Drive
Hood River, OR 97031

How should I send my return back?

You are welcome to choose the most convenient carrier that offers you the best rate as we accept packages from all carriers.

Will you send me a return label?

The customer is responsible for the return shipping cost. We would be happy to offer you a return label at our discounted rate on most items. To purchase this label, please give us a call Monday through Friday from 8am - 4pm PST at 1-800-994-4327, and we will quote out your cost and get you set up. Once complete we will email you the return label.

How long does it take for my return to be processed?

Returns are handled within 7-10 business days from the date our warehouse receives your return; however, during peak periods, it can take up to 2 weeks. Rest assured we strive to process returns as quickly as possible.

How long does it take for my refund to be processed?

Once the return has been received by our Returns Department, we will process your refund within 72 hours.

How will I receive my refund?

We will issue the refund back to your original form of payment.

Can I return my item(s) to your Hood River warehouse?

Regrettably, we are only accepting returns via mail.

Will there ever be a restocking fee?

New, unopened, unused item(s) will be issued a full refund of the item(s) to the original form of payment. Outbound shipping fees are non-refundable. A 10% fee will be deducted from the refund for item(s) that require cleaning. Undeliverable or refused orders will be refunded to the original form of payment; however, a 10% processing fee will be deducted from the refund amount.

Order and Payment

What is your guarantee policy?

We want you to be happy with your Outdoorplay experience, so you’ll get a 100% guarantee from Outdoorplay. Learn more about our guarantee policy.

What is your warranty policy?

Everything we sell is 1st quality, top-of-the-line gear that comes with a full manufacturer warranty, and we are happy to facilitate any issue you have. Read more about our warranty policy.

What if I find the same item priced lower at a competitor?

We strive to maintain competitive prices and will match a competitor's advertised price. However, we reserve the right to ensure that the competitor has the product in stock as well as to validate the advertised price. Learn more about our price matching guarantee.

Can I cancel or edit my order?

We work hard to process your order quickly. Once an order is submitted, you have up to 1 hour to cancel or edit. After 1 hour, your order will begin processing through our fulfillment center and we are unable to cancel or edit. Please note you can return your order once received. For more information on our return policy, please click here. To cancel or edit your order, please contact our Customer Experience Team via chat, email, or by calling us Monday through Friday from 8am - 4pm PST at 1-800-994-4327.

How do I apply a discount code?

Once you’ve added your item(s) to your shopping cart, proceed to checkout and apply your code in the “Gift Card or Discount Code” box. Please note, that coupons do not apply to boats, boards, frames, sale, or close-out items, may not be combined with other discounts and excludes some select items and vendors.

Why won’t my discount code apply to my order?

Coupons do not apply to boats, boards, frames, sale, or close-out items, may not be combined with other discounts and excludes some select items and vendors.

My order was canceled, why do I see a charge?

As your order was canceled, your card was never actually invoiced. If you paid by credit or debit card, your statement may reflect a pending authorization. This is not a charge. In most cases, it will fall off your account within 5-7 business days. Please feel free to contact your financial institution if you have any questions.

What forms of payment do you accept?

Affirm

American Express

Apple Pay (online only)

Diners Club

Discover

Facebook Pay (online only)

Google Pay (online only)

Klarna (online only)

Mastercard

Outdoorplay eGift Card

PayPal (online only)

Shop Pay (online only)

Visa

Do you have any payment plan options?

We offer great financing options, such as Affirm, Klarna, and Shop Pay. We'd love to get you set up with an order today! Learn more about Financing.

Can I use two forms of payment?

To use multiple credit cards on an order, just place an order for an Outdoorplay eGift Card for each additional card. Choose your amount here.

What currency is the store in?

All pricing shown on our website is in USD (United States Dollar) by default. You may change your display currency to AUD or CAD by using the dropdown in the header at the top of the page. Please note: all orders are processed in USD at checkout.

Do you offer wholesale pricing?

Sadly, as we are not the manufacturers we do not offer wholesale pricing.

Do you offer Corporate, Government, or B2B discounts?

Yes! You may contact our Corporate & Government Sales Team at govsales@outdoorplay.com or our B2B Team at B2B@outdoorplay.com.

eGift Cards

How do I purchase an eGift Card?

eGift Cards can be purchased directly through our website 24 hours a day. Choose your amount here.

Why do I have to enter a shipping address for an eGift Card?

Our system requires a shipping address to complete the order, but rest assured that eGift Cards are sent electronically via email.

How do I redeem an eGift Card?

Once you’ve added your item(s) to your shopping cart, proceed to checkout and apply your eGift Card code.

How long are eGift Cards valid for?

Outdoorplay eGift Cards have no expiration date.

Can I order an eGift Card for a friend and/or loved one?

By all means! You can have one emailed instantly. Choose your amount here.

Contact Us

Where are you located?

We are located in Oregon in a beautiful little town called Hood River. Our town sits right in the middle of the Columbia River Gorge, which is an outdoor sports hotspot for kayaking, biking, climbing, camping, fishing, rafting, windsurfing, kiteboarding, and more! Needless to say, we love it here!

How do I contact you?

Our Customer Experience Team is here to answer your questions. You can visit our Contact Us page for options to speak with us via email, phone, or chat.

Will you sell my personal information?

Never! We will never share or sell your personal information to anyone. Your information will always remain secure and confidential. For more information please read our Privacy Policy.

I sent you an email, when will you respond?

We do our utmost to respond to emails as soon as possible, typically within 24 hours.