Shipping, Returns, and Warranty
StillWater Adventures has a simple shipping policy. Everything is shipped "signature required" unless another service is requested by the customer at checkout. Until your goods have been signed for at the delivery address, it is our responsibility. If a different service is requested by the customer, we will not be responsible for packages (ie. packages left on doorstep and taken by another party).
If your goods are damaged or parts lost in transit please photograph and document the damage with the carrier, retain the packaging and report this to us as soon as possible. We will contact the courier and start the necessary claims. If the package was delivered to the wrong address or signed for by an unauthorized party, please contact us immediately.
Shipping Calculation Charge:
Shipping is calculated by the size and weight of the items you are purchasing and shipping quotes/estimates you see online are the quotes directly calculated and provided by our shipping carriers; as we are tied to their systems. These calculations are estimates only, and if there is a discrepancy between the estimated shipping cost and the actual cost you will be advised before your order ships. Our minimum shipping cost is $20.00.
*Shipping charges are not refundable after purchase has been invoiced and shipped. Any promotion codes must be applied prior to invoicing. If you have any trouble with any promotions, please contact us prior to placing your order.
When checking out online the appropriate shipping charge will be applied to your cart. Most packages will ship via Canada Post. Lithium batteries and larger packages will be shipped via courier. Please include both postal delivery and physical delivery information at time of order to expedite the shipping process.
If you have any questions regarding shipping, please contact us prior to placing your order online.
Shipping Speed and Delivery Times:
All orders typically ship within 24 hours. When your order ships, you will receive a shipping confirmation email with a link to track your package.
Your satisfaction is important to us. If you need to return a product we will make every reasonable effort to satisfy you. All goods (unless otherwise specified) are sold with a seven-day (from receipt of order) "no questions asked" return policy. The customer is responsible for return shipping unless the exchange/return is due to error on our part.
Please understand that some conditions may apply:
- No returns will be accepted without a return number
- Refunds/credits do not include shipping
- Goods must be returned in the same condition as received
- All returns may be subject to a 20% restocking fee
- Does not include items clearly listed as "clearance, as is, no returns"
We stand behind everything we sell. If you have a manufacturer defect or warranty matter, contact us and we will make every attempt to contact the manufacturer and start a warranty claim for you. Some product lines request that the customer contact the manufacturer, please refer to the warranty information included with your purchase.
This policy was last modified on December 4, 2021.