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YOU HAVE QUESTIONS, WE HAVE ANSWERS!

FAQ


Let us know if you have any questions about our store, products or service. 
 
Or perhaps you have an idea you'd like to share about a service we could offer. We're up to the challenge.

Some common logisitcal questions regarding shipping/returns can be found on the links below, but here are some answers to our most FAQ:

How do I return my Item?
Send it back to:
 
Clear Water Outdoor
Attn: Returns
744 W Main St.
Lake Geneva, WI 53147

No RMA is needed, but please include a copy of your packing slip or receipt (within 30 days = Refund/30 plus days  = Web Credit. For more information, see our returns page here)

How do I exchange my item?

Send it back to:
Clear Water Outdoor
Attn: Exchange
744 W Main St.
Lake Geneva, WI 53147
 
Please include a copy of your packing slip or receipt, and a note for what you would like to exchange. We recommend contacting us beforehand so we can make sure we have the item you’d like in stock and can put it on hold for you.

Do you price match?

Yes! Just use the contact us section on our website or send an email to eshop@clearwateroutdoor.com with a link to where you found the item you’d like us to price match. Item must be in stock, same size/color/season, and from an authorized dealer.

How do I check my order status/track my order?

You’ll receive an email confirmation once we receive your order, and another email with tracking information once your order ships. If you don’t see these emails come through, please check your spam/junk folder first. Allow 2-3 business days for shipping confirmation, but if you don’t see it come through feel free to contact us.

Why didn’t I receive an order confirmation/shipping confirmation email?

We suggest checking your spam/junk folder first, as those emails sometimes get filtered there. If you still don’t see your email confirmations, send us an email at eshop@clearwateroutdoor.com with your name and order number (if you have it, or what/when you purchased if not). We’ll check that we have the correct email on file and manually send your confirmation.

My coupon code didn’t work, or I was charged a different price than I was initially shown?

It definitely was not our intention to be misleading in our pricing! Was the item on sale? Most of our coupons are for full-price items. If it was a full-price item, or if you were charged a different price than you were initially shown, please reply to your receipt email and let us know what coupon code you were trying to use or what the pricing discrepancy was. We’ll take a look and do what we can to make it right.

How do I change or cancel my order?

The best way is to just reply to your receipt confirmation email with the change you would like to make ASAP. You can also use the contact us page of our website (be sure to include your name, order #, and the change you would like to make). We’ll let you know that we’ve received your request and made the appropriate change.

Why is there an extra $1 charge on my bank/credit card statement?

The $1 charge is a pre-authorization temporary charge to your card at the time of purchase to verify that it is a valid card. We know we see them all the time when we go to gas stations. Depending on how your credit card company shows it on your account page, it should only be in the pending charges section or something similar. That $1 charge should disappear (depending on your card it could be a few business days) and should never be on your final statement. It is not a fee that we charge or that is passed on to you from a transaction with us. 

My credit card won’t go through, and keeps telling me AVS Rejected…?

AVS stands for address verification service, which checks to make sure the billing address you entered matches the address your credit card company has on file. If AVS is rejected, it just means the addresses didn’t match. If you’re sure you entered the right address, it might be worth it to give your credit card company a call to see what they have on file.

$350 additional shipping charges to ship a boat or SUP....Really?

Yes indeed, it really does cost us that much, and most times even more, to ship a Kayak or SUP. They may not weigh a whole lot but those LTL freight prices for over-sized items are not so awesome. 

How do I contact you regarding an online order/question?

The best way to contact us is to send an email to eshop@clearwateroutdoor.com or use the “contact us” form on our website.

What are your business hours?

Our normal business hours are Monday – Friday – 10am to 5 pm (CST)
 
 
Find out more information on what we're about by clicking the "Our Story" or "Community" tabs above.
 
 
 



SPECIAL ORDERS? NO PROBLEM!

Please contact us (here) or by email (eshop@clearwateroutdoor.com) if you have any special requests. 
 
We are happy to assist you with: 
  • Private Shopping Appointments (including off hours) 
  • Nationwide Overnight Shipping 
  • Special Size Orders 
  • Special Product (from any of our current vendors) 
  • Kayak Day Trip Guides 
  • Adventure Trip Planning 
 
We have also worked with local organizations sponsoring events, sponsoring cross country trips and giving silent sport clinics. Give us a call for more information.

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