FAQ

Here are some Frequently Asked Questions (FAQ’s) to help you get started

Payment Methods

Paypal: You can order through our secure online system powered by PayPal. Payment methods include most major credit cards, direct bank transfers, e-cheque, and other methods.

On Line Invoicing: You can call us with your order and we will process an invoice including shipping that will be sent to you via email. The invoice is then paid by you through the PayPal system.

Via email: You can email us your order with your full name and contact info, your credit card number, name on card, expiry date and security code on back of card with a full billing and mailing address. We currently accept Visa, MasterCard and Discover cards.

Cheques: We will gladly accept your personal cheque or certified cheque. Cheques must be made payable to Orca Canoes and Kayaks Ltd. and mailed to 1392 El Camino Drive, Coquitlam, B.C. Canada, V3E 2W6. Personal cheques must clear banks before any items are sent. This can take up to 10 days.

Direct Bank Wire Transfers/Email banking: Direct bank transfers are accepted. You will need to call us to get the Swift code for our banking institute or you can direct fund through email if available from your institution. Direct transfers are quick and secure. There may be wire transfer fees charged by your institution that you are responsible for.

Cash: And of course we accept good old cash if you have ordered in advance and plan to pay at time of pick up.

Telephone: If you wish to place your order by phone, call 604-312-4784 during business hours (PST). We will process the order, generate an invoice and confirm via e-mail whereby you can pay by credit card on line or you can provide us with your credit card information during the phone order. Your order will be packaged, shipping calculated and then your card will be charged.

We do not currently accept Debit Cards

Return Policy

If you are not fully satisfied with your purchase, return it within 30 days from purchase date for a full refund. Shipping costs are not refundable. Items must be returned in the original packaging without damage, marks, or tears.

No refunds after 30 days.

Customer is responsible for cost of return postage, shipping/handling.

No refunds on plans and/or instructional manuals however you can exchange for a different set of plans.

Items sent in error due to our mistake will be exchanged free of charge including shipping cost.

Please, be sure to double check what you ordered, your shipping address, contact information before ordering. Items returned due to customer’s error will be charged a restocking fee of 10%

Shipping Rates and Handling

All items are generally shipped via Canada Post Ground Shipping often with tracking confirmation, but you can select another option in the store. Prices are based on weights and packing needed. Some orders must be shipped by other methods due to size and weight. Once your order is shipped, we will refund you any shipping costs that exceed the actual shipping costs less the $7.00 handling fee. It is not our policy to profit from shipping costs.

If you would prefer a different shipping method (FEDEX, etc.), please contact us with the items you wish to purchase and your address and we can quote the exact cost through a paypal invoice. Some items can only be shipped by land. Prices do not include any duties or brokerage fees.

We can also ship COD via Greyhound. Your order will be processed and shipped with phone contact info. It can be shipped to your door or you can pick it up at a Greyhound Depot nearest you.

Shipping is calculated based on amount of purchase and added to your order at checkout. If the shipping costs exceed the amount charged, you will be contacted to determine how you wish to proceed.

Please review the following

All prices are in Canadian funds and do not include any duties or brokerage fees for out of country customers. Charges to your credit card will reflect the exchange rate on the day of processing. We endeavor to keep our prices competitive. If you find the same product at a better price, let us know. We will try to match the price.