FAQ
Shipping and Delivery
When will my order ship?
Our warehouse ships orders Monday through Friday, and usually ships within 1-2 business days of receipt. All shipping estimates are 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 hardshell kayaks, certain brands, Alaska & Hawaii, Puerto Rico, APO/FPO; free shipping does not apply. View options during checkout.
How will my order be shipped if I choose Standard 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)
At this time we are not able to offer expedited shipping due to increased order volumes.
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?
No, at this time we are not offering expedited shipping.
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 In-Store Pickup?
Yes! We're offering in-person pickup M-F 10am to 5pm PST and weekends 9am to 6pm PST, at the Alder Creek retail store in Portland: 200 NE Tomahawk Island Dr, Portland, OR 97217. Click here for more information on In-Store 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 Standard shipping 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?
No, we no longer ship internationally as of May 21, 2025. If you are an international customer and you ordered prior to May 21, 2025, view our International Shipping page for information on shipping and customs/taxes.
Do you ship to Puerto Rico?
Yes, we can ship most items to Puerto Rico 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 store in Portland, 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 hardshell kayaks, certain brands, 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.
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.
Does Outdoorplay ship to Canada?
No, we no longer ship internationally as of May 21, 2025. If you are an international customer and you ordered prior to May 21, 2025, view our International Shipping page for information on shipping and customs/taxes. Note: If you are a Canadian customer and you live close to the USA border, you may consider using a border box to facilitate your purchase from Outdoorplay.
What is covered by the Package Protection offered at checkout?
We offer Package Protection at checkout for a small fee that is based on your order total. If you opt into Package Protection, your order is protected from damage or loss during shipping. If the carrier tracking shows that your package is lost during transit, or if the package arrives damaged, we will refund or replace your order at no cost to you. Please note, Package Protection for lost packages does not apply to packages that show "Delivered" according to the carrier tracking information. Damaged package claims require photographic evidence of both the damaged package and contents.
Something has happened to my package - how do I submit a claim?
If you believe your package was lost or your product arrived damaged, you can start a claim by opening our Claims Portal here. Enter your email or zip code and order or tracking number to log in. Click the "Start a Claim" button and follow the prompts to submit your claim.
Please note, Package Protection for lost packages does not apply to packages that show "Delivered" according to the carrier tracking information. Before reporting your package as lost, please check with your neighbors and any members of your household who might have picked up or received your package in error.
Damaged package claims require photographic evidence of both the damaged package and contents and must be filed within 25 days of delivery.
Why is the Start a Claim button grayed out in the Claims Portal?
The Start a Claim button will be disabled (grayed out) if you have already requested a return on the same item. Please contact Customer Support for further assistance.
I have submitted a claim. How long will it take to receive my refund or replacement?
Our Claims team reviews all claims as quickly as possible, usually within 72 hours. If you opted into Package Protection when you placed your order, we will refund or replace your order at no cost to you as soon as your claim is approved. If you did not opt into Package Protection, we will work with you and the shipping carrier to investigate your claim and place a trace on your package.
Returns and Exchanges
What is your return policy?
If your order was placed between May 1, 2025 and July 15, 2025, your order is not eligible for return. For orders placed after July 15, 2025: We gladly accept returns on products for up to 60 days after purchase as long as they're unused, undamaged, and in the original manufacturer's packaging (including any hangtags) to receive a refund.
Refunds issued for new, unopened, unused returns will be for the purchase price of the product on the original order, less any shipping charges or discounts applied, and will be returned to the original payment method. Click here to read our full return policy.
To start a return, click here. You will need your order number (you can find this on your packing slip or order confirmation email) and the zip code to which the order was shipped.
How do I make a return?
If your order was placed between May 1, 2025 and July 15, 2025, your order is not eligible for return. For orders placed after July 15, 2025: Learn more about our hassle-free return policy!
Where should I send my return?
If your order was placed between May 1, 2025 and July 15, 2025, your order is not eligible for return. For orders placed after July 15, 2025:
Alder Creek
Attn: Outdoorplay Returns
200 NE Tomahawk Island Dr
Portland, OR 97217
Before you send back your return, click here to start your return request so that we are able to match up your item to your order once we receive it.
How should I send my return back?
We offer several options to make returning your items easy and convenient via mail.
Most items are eligible for returns via a pre-paid shipping label. Click here to start your return online, then simply box up your items, apply the label provided in the Return Portal, and ship them back to us. If you opted into Return Protection at checkout when you placed your order, the cost of your return label will be covered and your return will be free of charge. If you chose not to opt into the Return Protection, the cost of the return shipping label will be deducted from your refund or credit. If the cost of the return shipping exceeds the amount of your refund, you will need to enter your credit card information to pay for the difference.
You may also choose to ship the item back via any other carrier that is more convenient or cost effective for your item. Please purchase a label from the carrier of your choice, box up your items, include the packing slip provided with your order (or at least your order number) so we can match your return up to your order, and ship via your preferred method. If you purchase your own label, we suggest choosing a method with tracking or insurance.
You'll get an email when your items have been received and your refund or exchange has been processed. Please allow 7-14 business days for your refund to be initiated.
Will you send me a return label?
Most items are eligible for returns via a pre-paid shipping label provided in our Return Portal. Click here to start your return online, and you can print your pre-paid label from the Return Portal or the email return confirmation. You may also choose to ship the item back via any other carrier that is more convenient or cost effective for your item. Please purchase a label from the carrier of your choice, box up your items, include the packing slip provided with your order (or at least your order number) so we can match your return up to your order, and ship via your preferred method. If you purchase your own label, we suggest choosing a method with tracking or insurance.
For oversized or hazardous items, 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 with a return shipping option.
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, for items returned within our Return Policy.
Can I return my item(s) to your Hood River warehouse?
No, Outdoorplay has moved and is no longer operating out of the Hood River, OR location. To arrange an in-person return, simply click here to create your return request and select "Return to store" when you choose your return method.
Our new address is:
200 NE Tomahawk Island Dr
Portland, OR 97217
USA
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.
If you chose not to opt into Return Protection at checkout, the cost of your return shipping label will be deducted from your refund or credit. If the cost of the return shipping exceeds the amount of your refund, you will need to enter your credit card information to pay for the difference.
Why does the Return Portal say "Contact Customer Service"?
Certain items are not eligible for return via self-serve mail returns if they are:
- Too large for self-serve returns (very large or over 50 lbs.)
- Hazardous
If an item is not eligible for self-serve mail returns, then it will direct you to "Contact Customer Service" to arrange shipping manually. Click here to contact our Customer Experience team or call 800-994-4327 for instructions on how to complete your return.
Is there any time limit on when I can send in my return?
Returns automatically expire after 28 days. That means once you start your return, your shipping label will only be valid for 28 days. Please ensure you ship your return within this timeframe.
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 quality, top-of-the-line gear that comes with a full manufacturer warranty for defects, and we are happy to facilitate warranty claims for 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 exclude some select items and vendors who do not allow discounts on their products.
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?
- American Express
- Apple Pay
- Diners Club
- Discover
- Facebook Pay
- Google Pay
- Mastercard
- Outdoorplay eGift Card
- Shop Pay
- Visa
- Venmo
Do you have any payment plan options?
We offer great financing options (buy now pay later) through 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).
Do you offer wholesale pricing?
No, as we are not the manufacturers we do not offer wholesale pricing.
eGift Cards
How do I purchase an eGift Card?
eGift Cards are no longer available for purchase at Outdoorplay.
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?
All Outdoorplay eGift Cards expire July 31, 2025.
Contact Us
Where are you located?
We are now located in Portland, Oregon. Our city sits right at the mouth 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 strive to respond to emails as soon as possible, typically within 24 hours.