Our Commitment to Fellow Kiteboarders

Hey there, wind chasers! At Kiteboarding Gear Store, we know that having reliable gear is just as important as finding the perfect gust. Whether you’re hitting the waves or soaring through the air, we’ve got your back. If your gear doesn’t live up to your expectations, we’re here to make it right—just like we would for our own kiteboarding crew.

Shipping Information

Order Processing Time

We process all orders within 1-2 business days after payment confirmation. Once your order is packed and shipped, you’ll receive a tracking number to follow your gear’s journey to you.

Shipping Methods & Delivery Times

  • Standard Shipping:
    • Carrier: DHL or FedEx
    • Cost: $12.95
    • Delivery Time: 10-15 business days after shipment
  • Free Shipping:
    • Carrier: EMS
    • Available for orders over $50
    • Delivery Time: 15-25 business days after shipment

Note: Shipping times may vary depending on your location. We currently ship globally, excluding some parts of Asia and remote areas.

Returns & Exchanges

We want you to be stoked about your gear. If something isn’t right, here’s how we handle returns and exchanges.

Return & Exchange Timeframe

You have 15 days from the date you receive your order to request a return or exchange. This gives you enough time to check out your gear and make sure it’s ready for your next session.

Conditions for Returns & Exchanges

To be eligible for a return or exchange, your item must meet the following conditions:

  • Item must be in original, unused condition with all tags attached
  • Original packaging must be intact and included
  • All accessories and documentation must be present
  • Proof of purchase (order number) is required

🚫 Non-Returnable Items

For safety and hygiene reasons, the following items cannot be returned or exchanged:

  • Demo and Used Gear (sold as-is with condition clearly described)
  • Closeout Gear (final sale items)
  • Build A Bar Workshop custom orders
  • Opened Booties and Gloves (hygiene reasons)
  • Fly Line Sets that have been removed from packaging
  • Any item that shows signs of use or damage

Step-by-Step Return Process

Step 1: Submit Your Return Request

Contact our rider-support team within 15 days of receiving your order. Use the template below to ensure we have all the information needed to process your request quickly.

Return Request Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Email to: [email protected]

Body:
Hello Kiteboarding Gear Store Team,

I would like to request a [return/exchange] for my recent order.

Order Information:
• Order Number: [Your Order Number] • Order Date: [Date of Purchase] • Item(s) to Return: [Product Name(s) and SKU if available] • Reason for Return: [Please provide details] [For exchanges only] I would like to exchange for: [Product Name and Size/Color if applicable]
Please provide instructions for returning the item(s).

Thank you,
[Your Full Name] [Your Phone Number]

Step 2: Wait for Authorization

Our team will review your request within 24-48 hours and email you a Return Authorization Number and shipping instructions. Do not ship items without this authorization.

Step 3: Package and Ship Your Return

Carefully package the item in its original packaging with all accessories. Include your Return Authorization Number clearly visible on the outside of the package.

Ship to:
Kiteboarding Gear Store Returns
421 1/2 6th Street Southeast
Washington, US 20003

Step 4: Processing Your Return

Once we receive and inspect your return (typically 3-5 business days after arrival), we’ll process your refund or exchange.

Refund Information

Refund Timeline

  • Credit Card Payments: 5-10 business days after we process your return
  • PayPal Payments: 3-5 business days after we process your return
  • Other Payment Methods (Visa, MasterCard, JCB): 5-10 business days after we process your return

What’s Refunded

  • Full cost of returned items
  • Original shipping costs for defective or incorrect items

What’s Not Refunded

  • Return shipping costs (unless due to our error)
  • Original shipping costs on non-defective returns

Exchange Process

Exchanges follow the same process as returns. Once we receive your returned item, we’ll ship your replacement product. Exchange shipping is free for size exchanges or replacements for defective items.

⚠️ Important Notes

  • We recommend using a trackable shipping service for returns
  • We are not responsible for return items lost in transit
  • Return shipping costs are the customer’s responsibility unless the return is due to our error
  • Custom or special order items may have different return policies

Need Help With Your Return?

Our rider-support team understands gear because we use it too. We’re here to help you get exactly what you need for your next adventure on the water.

Email: [email protected]
Address: 421 1/2 6th Street Southeast, Washington, US 20003

We typically respond within 24 hours during business days.

Ride safe, and know that we’ve got your back – both on the water and with your gear purchases.

– The Kiteboarding Gear Store Team