Customer Service

Shipping & Delivery

The Outfitters Shop at Zoar Outdoor works to have all orders shipped within 24 hours of when the order was placed. Orders must be placed before 12 noon EST to be shipped on the same business day. Orders placed on a holiday or weekend will be shipped the next business day. We ship all items, except kayaks, canoes and paddles via USPS Priority Mail, unless otherwise requested. Kayaks and canoes are shipped via LTL carrier (i.e. Roadway) and paddles are shipped UPS Ground. Transit times correlate to business days. In most cases USPS and UPS deliver within 1-5 business days, however orders to Hawaii and Alaska may require additional time and cost.

If your package needs to be expedited, the order must be placed prior to 12 noon EST to ship the same business day. We recommend that you call us toll free at (800) 532 7483 with your request for expedited shipping. Shipping prices on expedited orders are subject to change based on item size and shipment location. If shipping rates differ from what is originally estimated, we will contact you and update your online account prior to processing and shipping the order.

For orders being shipped internationally, special shipping costs and restrictions apply. International orders are shipped USPS Express Mail International, in most cases this is a 5 day service. If shipping rates differ from what is originally estimated, we will contact you and update your online account prior to processing and shipping the order. We are not able to ship kayaks, canoes or paddles internationally.

Kayak, Canoe and SUP Shipping

Due to the size of Whitewater Kayaks, Canoes and SUPs, additional shipping charges are required. Kayak, Canoe and SUP shipping rates are based on delivery to a freight terminal or business address. Residential delivery requires additional shipping charges. If this is the case, please contact us toll free at (800) 532 7483. Kayak, Canoe and SUP orders cannot be expedited.

Paddle Shipping

One-piece paddles fit into the oversized category and therefore require additional shipping charges. Two-piece paddles fall under the shipping charges for accessories.

Returns & Replacements

You may return any new items purchased from The Outfitters Shop at Zoar Outdoor within 30 days of the purchase date for a full refund or exchange. Items being returned must be in new and unused condition, with all packaging and tags intact. Costs of return and exchange shipping are the responsibility of the customer. Used items and “special orders” will not be accepted for a return or exchange. To return an order, please call The Outfitters Shop at Zoar Outdoor toll free at (800) 532 7483 to receive a return authorization number. Please write the return authorization on the outside of the package being returned. You may then send the package back; upon arrival we will take care of the refund and update your online account to verify the return. Credit for the refund will be given through the original form of payment. If you are looking to exchange the item with a different one, go through the steps for a return and place a new order for the other item through our online shopping cart.

If merchandise is received with damage due to shipping, refuse the shipment upon delivery (if possible) and notify us immediately. If it is not possible to refuse delivery, be sure to hold onto the original packaging for claims evidence. In the case of a shipping error or the shipment of a defective product, we will cover any return postage costs.

Warranties

Warranties vary by manufacturer, some choose to deal directly with the customer and others prefer to go through us, the dealer. For this reason, it is important that you contact us with your warranty request.  We will determine if it is something we can replace or repair or if it must go back to the manufacturer.

Order Status

All orders can be viewed through your online account where you can review your invoice and customer information. The tracking number will be updated to your online account after the package has shipped. This number should be used to track the package if needed.

Privacy & Security

Your email address and other information is protected by The Outfitters Shop at Zoar Outdoor and will not be sold or redistributed to other companies. We periodically send email newsletters to our customers and site visitors with special offers and exciting news about our products. You may opt out of receiving email newsletters or email promotions at any time by clicking on the “unsubscribe” link at the bottom of our e-letter.

Our website makes use of non-persistent anonymous session cookies to track anonymous aggregated statistics of the site. Such cookies are stored for a period of one hour after you leave our website, and then deleted by your browser. Website functions are not hindered if you have cookies turned off.

We link to external sites on many pages throughout this website. The Outfitters Shop at Zoar Outdoor cannot be held responsible for the privacy practices or accuracy of the sites to which we link.

Thank you again for visiting our website. Your privacy is of utmost priority to us. Should you have any questions, please feel free to send an email to webstore@zoaroutdoor.com.