Frequently Asked Questions
IR RETURNS AND EXCHANGES
We have a 30-day unconditional guarantee. Doesn’t fit? Don’t like it? Send it back. Check out our returns and exchanges page for more details.
We don’t put a time limit on returns, but we ask that returns be made as soon as possible and that items be kept in new condition with tags attached. We accept returns on both current and discounted items.
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 appear on your account.
Delivery times vary depending on the shipping method you’ve selected in checkout and the destination of your package. If you selected our free shipping option and you’re located in the US you can expect 3-5 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. Immersionresearch.eu should be used if you’re in Europe. Please note that duties, taxes, and fees are the responsibility of the recipient and will be due at the time of delivery.
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.
We’re happy to look at any IR item that needs repair to see if it’s something we can fix. Please create a support 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 do our best to service your gear quickly, however, involved repairs can take time. During peak times, it can take up to three weeks from the date we receive the item for the repair to be completed.
Once you create a support 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.
We do our best to keep IR products in your gear bag as long as possible. We’ll do our best to match colors whenever possible.
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.
We ask that customers cover 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.
A size chart can be found on all product pages using the first drop-down menu. 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. 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.
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 1 pm Monday-Friday will ship the same day. Orders requiring expedited shipping will ship the same day as long as the order is received before 11 AM EST. Orders received after 1 pm 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.
IR is located in Pennsylvania. If your shipping address is in PA we’re required to collect state sales tax.
You can apply your promotional code in the shopping cart during checking out.
We’d love to hear what you think about your IR gear. To leave a review, visit that product’s page on our website, scroll down to the “add a review box” and let us know what you think.
Use our store locator to find an IR retailer in your area. To find a store while you’re on the road you can simply search cities you’ll be visiting by entering your destination on the map.