Copy of FAQs
IR Returns and Exchanges
We do not offer exchanges. Please return your item(s) for a refund then place a new order for the new item you'd like. Start the returns process here.
All of our products are backed by a 30 day unconditional guarantee. Doesn’t fit? Don’t like it? Send it back. Check out our returns page for more details.
- New, with tags items can be returned for a full refund for up to 60 days. For items that are returned outside of the 60 day window, a refund in store/web credit will be issued.
- Used items can be returned for up to 30 days for a full refund. We do not accept returns on used gear beyond that point.
If you purchased your gear from one of our dealers, please work with them first. If they are unable to process your return, contact us.
By spending your money on a piece of IR gear, you’ve trusted us to keep you warm, safe and comfortable on the river. In exchange for that trust, here’s what we promise to you:
- We stand behind our products 100%. We can’t promise that your kayaking gear will last forever, but we can promise to take care of any defects in materials, workmanship or design for the life of the garment for the original owner.
- We want to offer the best customer service on earth. When you call us, a real-live expert kayaker will pick up the phone ready to help and answer any questions you have. Same for emails. We’re paddlers and we’re in this business because we like to help other paddlers.
- We service your gear as quickly as humanly possible. Kayaking is tough on gear. That is why we have a full-time in-house staff and a complete machine set dedicated to expert repairs on any piece of IR gear.
- We always look out for your best interest. We’re believers in karma. When we go the extra yard to make sure you’re 100% happy with your IR purchase, we know that we are doing the right thing. That’s all that matters.
- Free repairs for a year – Free
We do our best to completely process returns within 3 business days of the date they arrive. In peak seasons, it can take a little longer for a return to be processed. Depending on your bank, refunds may take up 7 business days to return on your account.
Shipping and Order Information
Delivery times vary depending on the shipping method you’ve selected in checkout and the destination of your package. If you chose our free shipping option and you’re located in the US, you can expect 5-7 days for delivery. Faster shipping options are available during checkout. Please be aware weather, shipping holidays, and peak shipping seasons can delay your order.
A variety of shipping options are available to suit you, each with a corresponding rate. Shipping will be calculated during checkout.
We encourage all customers to shop for IR gear within their locale when available. We offer shipping to many different countries. For customers located in certain markets, pricing is adjusted and converted to local currency. To change the currency, please use the drop down currency selector. You can learn more about international orders here.
You can find a full list of international dealers here.
Your tracking number will be sent via e-mail as soon as your order ships. To track your package, follow the tracking link in your email.
You will receive an email confirmation when you place your order and you’ll receive an email notification when your order has shipped. Contact customer service if you haven’t received any email notifications after you’ve placed your order.
We pack and ship orders as soon as we receive them. Please contact customer service as soon as possible if you need to make changes or cancel an order. Please note we can not cancel an order once it has shipped.
We process orders as soon as they’re received. Orders received before 1pm Monday-Friday will ship the same day. Orders requiring expedited shipping will shipped the same day as long as the order is received before 11AM EST. Orders received after 1pm Friday, Saturday, and Sunday will ship Monday.
If a valid email address has been entered during checkout, you will receive an email notification when your order has been submitted, followed by tracking information once the order has shipped. If you do not receive these emails, please check your spam/junk folder. If you still don’t see these emails after checking spam/junk please contact customer service for an update.
If an item you purchased on immersionresearch.com goes on sale within 7 days of the shipping date we’ll refund the difference. Contact customer service with your order number and we’ll help you out.
We’re happy to look at any IR item that needs repair to see if it’s something we can fix. Please create a repair ticket to get in touch with our repair team. It’s helpful to attach a few photos of your item. Our repair team will issue a support ticket number and provide you with return shipping info. We recommend choosing shipping that includes tracking and insurance as IR is not responsible for packages lost in the mail. We repair non IR gear too!
We do our best to service your gear quickly, however, involved repairs can take time. During peak times, it can take up to six weeks from the date we receive the item for the repair to be completed.
Once you create a repair ticket our repair team will be in touch. We can repair nearly everything we make but sometimes an item at the end of it’s life and may be worthy of retirement.
If the item is unrepairable and you’re the original owner we will perform a warranty evaluation. Depending on the outcome of the warranty evaluation, we may be able to issue you a credit toward a replacement item instead.
If you’d prefer to receive your un-repaired item back, please indicate so when creating your support ticket.
Yes! All items need to be sent in clean condition. Our repair technicians spend long periods of time handling your gear inside and out. Please note: Sending in unclean garments for repair can delay the process and result in an additional repair fee.
In most cases, customers are responsible for the cost of shipping to and from IR.
IR products are designed for long, hard days on the river. If you need some tips on caring for your gear, our Expert Advice page will help you keep your gear in great shape.
Visit our spray skirt fit help tool to find out what size skirt you need. Skirt fit can be a process of trial and error. Have patience. We will too. Feel free to contact customer service with any questions.
A size chart can be found on all product pages. The size chart is a great place to start and may be all you need. If you need some more help or feel like you’re in between sizes contact our customer service for fit advice
We don’t currently offer petite, tall or plus sizing, however, XS–3XL sizes are available in select styles. We have the ability to shorten or lengthen some of our products, change gasket, and swap sock sizes on dry suits. Please create a support ticket to start a discussion with our repair team. We know that people of all sizes love paddle sports. We’re doing our best to add sizes as our company continues to grow.
In certain states, we are required to collect sales tax due to our volume of sales. At the moment, we meet the requirements in Pennsylvania, Maryland, Colorado, Washington and North Carolina.
According to Pennsylvania tax law, every day wearing apparel is considered non-taxable. This includes tee shirts, hoodies, dresses, hats, and underwear. Boardshorts (bathing suits), base layers and union suits are considered to be taxable goods.
You can apply your promotional code in the shopping cart during checking out.
Yes! We now offer a Buy Now, Pay Later program powered by Affirm.
When checking out with Shop Pay, you now have the option to pay now or later. Paying in installments on Shop Pay allows you to split your purchase amount into flexible installment payments.* Your first payment is due when you make your purchase.
Rates from 0% APR or 10-36% APR. Payment options through Shop Pay Installments are subject to an eligibility check and are provided by these lending partners. Options depend on your purchase amount, and a down payment may be required. State notices to consumers.
No, there are no late fees if you miss a scheduled payment.
If your refund amount is less than the amount remaining on your Shop Pay Installments balance, then you can expect one or both of the following:
- A smaller payment balance on the final payment.
- Less future payments on the remaining loan balance.
If your refund amount is more than the amount remaining on your Shop Pay Installments balance, then you can expect to receive the difference as a refund to your original payment method within 3 to 10 business days.
The installments option on Shop Pay is available on debit cards.
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