Returns and Exchanges
Does IR offer exchanges?
We do not offer exchanges. Please return your item(s) for a refund, then place a new order for the item(s) you'd like. Start the returns process here.
What is your return policy?
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.
- Used items can be returned for up to 30 days from the date of purchase for a full refund. We are unable to offer a refund on any used gear purchased more than 30 days prior.
- New, with tags items can be returned for a full refund for up to 60 days. Items that are returned outside of this window will be evaluated on a case by case basis.
Can I return something that was purchased from my local IR dealer?
What is the IR Guarantee?
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
How long will it take for my return to be processed?
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
How long will it take for my order to arrive?
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.
What are your shipping rates?
A variety of shipping options are available to suit you, each with a corresponding rate. Shipping will be calculated during checkout.
Do you ship internationally?
How can I track my order?
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.
How can I check my order status?
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.
Can I cancel or make changes to my order after I place it?
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. We cannot guarantee that your requested changes can be made prior to shipping, but we'll do our best. Please note we can not cancel an order once it has shipped.
How long will it take to process my order?
We process orders as soon as they’re received. Orders received before 11 AM EST Monday-Friday will typically ship the same day. Orders requiring expedited shipping will be shipped the same day as long as the order is received before 11AM EST.
Why didn't I receive my order confirmation or shipping confirmation email?
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.
What is your price adjustment policy?
If an item you purchased on immersionresearch.com goes on sale within 30 days of the shipping date we’ll refund the difference. Contact customer service with your order number and we’ll help you out.
Repairs, Maintenance and Alterations
How do I get my gear repaired?
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!
How long will it take for my item to get fixed?
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.
How do I know if my gear can be fixed?
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.
What if my gear is unrepairable?
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.
Should I clean my gear before sending it in?
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.
Do I have to pay for shipping on my repair?
In most cases, customers are responsible for the cost of shipping to and from IR.
What size spray skirt do I need?
How do I care for my gear?
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.
How can I tell what size I am?
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
Why can't I find items in my size?
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 gaskets, and swap sock sizes on dry suits.
Please create a repair 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.
Why am I being charged sales tax?
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.
Why am I being charged sales tax on clothing in Pennsylvania?
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.
Where do I apply a promotional code?
You can apply your promotional code in the shopping cart during checking out.
Can I pay in installments?
Yes! We now offer a Buy Now, Pay Later program powered by Affirm.
How does it work?
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.
What are the rates?
Are there late fees if you miss a scheduled payment?
No, there are no late fees if you miss a scheduled payment.
What if I make a return on a purchase made through Installments with Shop Pay?
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.
Which payment methods are accepted if I use the option to pay Installments on Shop Pay?
The installments option on Shop Pay is available on debit cards.