Refund policy
Shipping policy
Ocean River Sports ships online orders from our Oak Bay Paddlers Pro Shop at 1327 Beach Drive, Victoria, BC V8S 2N4.
Where we ship
We ship to addresses in Canada. A small number of partner-brand items may also ship to the United States and other countries. If an item can ship to your address, the options will appear at checkout.
Processing time
Orders are packed and shipped within 1 to 2 business days (Monday to Friday, excluding BC statutory holidays).
Shipping methods and costs
We ship with Canada Post. Depending on your address, you can choose Expedited Parcel, Priority or Xpresspost at checkout. Canada Post calculates costs live based on your order’s weight, size and destination. The exact cost and estimated delivery time are shown at checkout before you pay.
Free shipping on Palm Equipment: orders of $100 CAD or more of Palm Equipment products ship free within Canada.
Items we don’t ship
We don’t ship hard-shell kayaks, used kayaks or rigid (non-inflatable) stand up paddle boards. These are available for pickup at our Oak Bay location. Inflatable stand up paddle boards can be shipped.
Tracking
When your order ships, you’ll receive an email with your tracking information.
Damaged, lost or incorrect shipments
Please inspect your order when it arrives. If anything is damaged, missing or incorrect, contact us as soon as possible and we’ll make it right. Do the same if your package hasn’t arrived within the delivery estimate.
Contact
Email retail@oceanriver.com or call 250-381-4233.
Refund policy
30-day returns
You can return most items within 30 days of receiving them. Items must be unworn, unused and in the condition you received them. They also need their tags attached, their original packaging, and your receipt or proof of purchase.
How refunds are issued
- Regular-priced items: refunded to your original payment method.
- Sale and clearance items: returnable for store credit only, under the same 30-day and condition rules.
Final sale items (not returnable)
- Kayaks, stand up paddle boards and used gear
- Drysuits
- VHF radios and other electronics
- Books and charts
- First aid and medical kits
- Gift cards
- Special orders, custom or personalized items, and personal care products
Damaged, defective or wrong items
Please inspect your order when it arrives. If an item is defective, damaged or not what you ordered, contact us as soon as possible and we’ll make it right. This applies to final sale items too.
How to start a return
Email retail@oceanriver.com with your order number and the item you’d like to return. Once your return is approved, you can bring it to our Oak Bay Paddlers Pro Shop or mail it to:
Ocean River Sports
1327 Beach Drive
Victoria, BC V8S 2N4
Canada
We can’t accept items sent back without an approved return request. The customer pays return shipping, except when an item arrived damaged, defective or incorrect.
Exchanges
The fastest way to get a different size or item is to return the original. Then place a new order once your return is approved.
Refund timing
We’ll email you once we’ve received and inspected your return to let you know whether it’s approved. Approved refunds go to your original payment method within 10 business days. Your bank or card provider may take a few extra days to post it. If more than 15 business days have passed since approval, please contact us at retail@oceanriver.com.
Contact
Questions about a return? Email retail@oceanriver.com or call 250-381-4233.