Shipping policy
Shipping big water gear takes timing, care, and the right address. Read this first.
POP Board Co. ships paddle boards, inflatable docks, chairs, accessories, boats, motors, parts, and oversized gear across Canada, the United States, and select international destinations. This policy explains processing time, delivery estimates, local pickup, free shipping exceptions, duties, delivery damage, rigid board freight, and what happens once an order ships.
Last updated: December 18, 2025
1. Agreement to Shipping Terms
POP Board Co. operates this Shipping Policy. By placing an order with POP Board Co., you confirm that you have read, understood, and agreed to these shipping terms.
Shipping timing may vary by product type, order volume, carrier availability, destination, freight requirements, weather, customs, warehouse receiving, and seasonal demand.
2. Order Processing Time
- Standard processing: Please allow 1 to 2 business days, excluding weekends and holidays, for us to process and dispatch your order.
- Confirmation: You will receive an order confirmation email after purchase.
- Tracking: You will receive a second notification with tracking details within 1 to 3 business days once your order has shipped.
- Peak volume: During peak seasons, sale events, boat show activity, trade show batches, restocks, or high-volume product drops, processing times may be extended.
Important: Tracking begins once the order has shipped. If a product is on pre-order, back order, trade show order, freight staging, or incoming inventory status, the normal shipping timeline begins once the product is available for fulfillment.
3. Local Pickup
Free local pickup may be available at our Lake Forest and Kelowna facilities when the product is eligible and pickup has been arranged in advance.
- Coordination required: Pickup times must be scheduled before arrival. Email info@popboardco.com or use our website chat widget to schedule your pickup.
- Requirements: To release the goods, you must present a valid photo ID and your order confirmation email.
- Do not arrive without confirmation: Local pickup is not guaranteed unless POP has confirmed the pickup time and location.
4. Domestic Shipping: Canada and USA
We ship domestic orders using available carriers based on product type, package size, destination, warehouse location, and service availability. Carrier selection may include parcel, freight, or specialty delivery depending on the order.
| Order Value | Estimated Delivery | Shipping Cost |
|---|---|---|
| Orders under $100 USD | 1 to 10 business days after shipment | $20 flat rate |
| Orders over $100 USD | 1 to 10 business days after shipment | Free, subject to exceptions below |
Delivery estimates are not guarantees. Carrier delays, freight congestion, weather, holidays, customs, remote delivery routes, and large-item handling can change timing after the order leaves POP.
5. Important Exceptions to Free Shipping
Remote and Rural Area Surcharge
We strive to ship where our customers live and play. However, some remote or rural addresses create excessive carrier shipping fees.
- The cap: POP Board Co. will cover shipping costs up to $100 USD for qualifying free-shipping orders.
- Overage: If the carrier quote exceeds $100 USD, the customer is responsible for the difference.
- Procedure: We will pause the order and contact you to pay the remaining balance. If you do not wish to pay the difference, POP may cancel and fully refund the order.
Rigid Boards and Oversized Items
Rigid paddleboards, surfboards, boats, motors, certain docks, large bundles, and other oversized products may be classified as oversized parcel or freight and may not qualify for free shipping.
- Custom rates: Custom shipping rates may apply based on destination, size, weight, freight class, and carrier requirements.
- Rigid board freight: Rigid board shipping typically ranges from $100 to $400 USD based on destination and carrier quote.
- Invoicing: If the shipping cost is not calculated at checkout, we may invoice you for the shipping or freight cost prior to shipment.
6. Pre-Orders, Back Orders, Trade Show Orders, Boats, and Motors
Some POP products may sell before the item physically lands in the warehouse or before it is ready for standard fulfillment. This can happen with paddle boards, docks, chairs, BattleBoats, BattleCats, motors, bundles, trade show orders, incoming containers, and high-demand product drops.
- Pre-orders: A pre-order reserves a product that is out of stock, incoming, or not yet available for standard fulfillment.
- Back orders: A back order is for a product that is temporarily sold out or waiting on replenishment inventory.
- Trade show orders: Orders placed at shows, events, demos, or pop-up sales may be processed in batches after the event.
- Boats and motors: BattleBoat, BattleCat, motor, battery, and power-related orders may require additional handling, freight staging, manufacturer timing, or carrier coordination.
The normal shipping timeline starts once the product is available for fulfillment and the order is ready to ship. If timing matters, contact POP before ordering.
7. Once an Order Ships
Once an order has shipped, POP cannot cancel the order, stop the package, pull it back, or guarantee a reroute. At that point, the carrier controls the shipment movement.
- The order cannot be canceled once shipped.
- Carrier delays are not cancellation grounds once shipped.
- Refused packages may still be subject to shipping, return, and handling costs.
- If you no longer want the item after delivery, review the Returns and Refunds page.
8. International Shipping
We ship worldwide where available. International shipping rates are calculated based on weight, destination, product size, and carrier availability at checkout or by custom quote.
Duties, Taxes, and Customs
All international orders, including orders shipped into the United States when applicable, are shipped Delivered Duty Unpaid, also known as DDU.
- Customer responsibility: Import duties, taxes, VAT, customs fees, and brokerage fees are not included in the item price or shipping cost unless clearly stated. You are responsible for paying these fees upon delivery.
- Refusal of package: If you refuse to pay duties, taxes, customs fees, or brokerage fees and the package is returned to POP, any return shipping charges, carrier fees, and administrative fees may be deducted from your refund.
9. Damages in Transit
Inspect your order immediately upon delivery. If your order arrives damaged, you must contact POP within 48 hours of delivery.
- Reporting window: Email info@popboardco.com within 48 hours of delivery.
- Evidence required: Provide your order number, clear photos of the damaged item, clear photos of the damaged packaging, and a written description of the issue.
- Case-by-case review: POP reviews shipping damage on a case-by-case basis.
- Late reporting: Failure to report damages within 48 hours may result in the item being accepted as delivered and may lead to denial of your claim.
10. Rigid Board Freight Inspection Policy
If you are ordering rigid boards, please read these instructions carefully. If the order is being delivered to another recipient, forward these instructions to the consignee before delivery.
Consignee inspection requirement: Inspect goods thoroughly before signing the Release of Liability, Bill of Lading, or Delivery Receipt.
- Make notes on the Delivery Receipt of any damage, tears, dents, punctures, cuts, crushed packaging, or damage to the product or product packaging.
- Damaged or lost goods may not be compensated by the carrier unless damage is noted on the Bill of Lading or Delivery Receipt at delivery.
- If goods are accepted in damaged form and the damage is disclosed on the delivery receipt, the recipient may receive limited carrier compensation, typically in the range of $80 to $150 per board.
- The consignee has the right to refuse goods if they are damaged.
- Rigid board damage must also be reported to info@popboardco.com within 24 hours.
In simple terms, if you receive a damaged rigid board, you can either refuse the goods or accept the board with the damage clearly noted on the delivery paperwork, understanding that compensation may be limited.
11. Returns and Refunds: Shipping Context
This section summarizes shipping-related return terms. For full details, review our Returns and Refunds page.
- Return window: Eligible products may be returned up to 60 days after delivery, subject to the Returns and Refunds policy.
- Return shipping: Customers are responsible for return shipping costs unless otherwise stated by POP.
- Original shipping: Original shipping charges are non-refundable.
- Condition: Returned items must be unused, in original condition, and in original packaging.
- Authorization required: Do not send anything back without receiving return authorization from POP first.
12. Helpful Pages
If your issue is not a standard shipping question, use the correct POP support page below.
Returns and Refunds
Use this for return windows, item condition rules, restocking fees, final sale items, and refund timing.
Returns and RefundsWarranty Support
Use this for manufacturer defects, recalls, product support, warranty applications, boats, motors, and pumps.
Warranty SupportCancellation Policy
Use this if your order has not shipped yet and you need to request cancellation quickly.
Cancellation PolicyContact POP
Use this for order help, shipping questions, product questions, support, and general customer service.
Contact POPContact POP with your order number.
Email: info@popboardco.com
Phone: 888-978-1503
Hours: Monday to Friday, 10 AM to 4 PM
Saturday and Sunday: Closed
For shipping damage, include your order number, photos of the product, photos of the packaging, and a clear description of the issue.