Returns, Exchanges & Order Cancellations/Modifications
*DUE TO THE IMPACTS OF COVID-19, WE CANNOT OFFER REFUNDS ON ANY ORDER. WE WOULD BE HAPPY TO WORK WITH YOU ON AN EXCHANGE OR STORE CREDIT IN ACCORDANCE WITH OUR STANDARD POLICIES BELOW.
Order Cancellations & Modifications
Most packrafts are built to order. This means we build the boat specific to your order specifications. We offer nearly 1000 different possible build configurations. After you place your order – if you want to change anything about your packraft (color, deck option, cargo fly, etc.) we may be far enough along in building your boat that we need to restart the production process and can’t re-purpose your boat for a different build configuration. We will work to accommodate order cancellations & modifications as best we can subject to up to a 10% fee. Custom-color and vectran fabric upcharges are custom cut to order and not refundable after the boat has been cut.
Returns & Exchanges
Upon receiving your Alpacka Raft we suggest that you inflate it and inspect the raft and sit in it to test fit and sizing prior to taking it outdoors. You must Contact Us to obtain return authorization approval before sending in any returns. If a boat or product purchased at full price* does not meet your expectations and has not been used, we will exchange it, or accept a return as follows:
- Within 30 days of boat/product receipt: exchange of product for full value, or 90% refund (shipping not included in either option). Custom multi-color, vectran, and additional tiedown upcharges are not refundable, or exchangeable.
- 30+ days: No returns or exchanges on boats or product.
- Missing or Incorrect Items: You must notify us of any missing or incorrect items in your package within 30 days of receiving your order.
Return shipping charges are not covered. Boats and other product must be returned clean, dry, undamaged and unused. No returns or exchanges will be accepted if the boat or product is dirty (this includes pet hair), or has been damaged or modified in any way. Returns or exchanges of any used boats or product are subject to our prior authorization and subject to a restocking fee of not less than 20% and may be increased based on the condition of the boat when it is received.
*Sale and Closeout Items – No returns or exchanges will be accepted for any closeout or other sale items. The only exception is for 10% discounts on full price items during our annual Holiday sale in November and December when our standard return policy applies. All returns must be shipped to Alpacka Raft with a note including your name, contact information, and why you are returning the product. Please ship your return to: Alpacka Raft Attn: Returns, 192 S. Main Street, Mancos, CO 81328. Refunds, if applicable, will be processed after the merchandise is returned and has been inspected.