All KOTI equipment is shipped for free from our warehouse in Montreal. Thanks to our partnerships with multiple express couriers, we can offer affordable shipping rates. Simply select the Shipping option during checkout.
They will be shipped within 2 to 5 business days from the day we receive your order or the day we receive the inventory at our warehouse (if the items are in pre-order).
You will be notified via email if we are experiencing delays on orders and shipments.
Returns & Exchanges
For merchandise that is unopened, unused, in the same condition and packaging that you received it, you have fifteen (15) days from the date of delivery to request a return or exchange. Please contact us immediately if the item is defective, damaged or if you receive the wrong item. To initiate a return, please contact us at email@example.com
Once we have accepted to refund your order and have received the returned item, you’ll be automatically refunded on your original payment method. Please remember it can take up to 10 days for your bank or credit card company to process and post the refund too.
Your order can be cancelled immediately if it has not yet been shipped.
If your order has already been shipped you will have to wait to receive the order and then request a return if you do not want to keep the items.
If you have selected the “Pick Up” option you will be able to cancel your order before having obtained the items.
Please contact our customer service team to initiate an exchange. All exchanges must be approved before a replacement product is shipped. Instructions for how to proceed will be sent by our support team.
Please inspect your order upon receiving it and contact us immediately if the item is defective, damaged, or if you receive the wrong item so that we can evaluate the issue and correct it.
Route and Green Package Protection
Route's Green Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit while also protecting the planet. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Green Package Protection can be added during checkout.
Every time you add Green Package Protection to your order, Route donates to support an
agroforestry initiative that removes CO₂ from the air and promotes a flourishing ecosystem.
You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet?
Route is covering the cost to neutralize shipping emissions when you add "Green Package Protection" at checkout. "Green Package Protection" Shipping includes package protection at the same cost as before, with the additional benefit that your shipment is carbon neutral. By adding Green Package Protection to your cart, you're automatically taking instant climate action – no donation required.
Route has partnered with Patch, a carbon credit marketplace, to facilitate the purchase of carbon credits to neutralize your emissions. Carbon credits represent a certified unit of carbon removal or avoidance delivered by environmental projects that can be purchased to naturally remove carbon from the air. Patch is a high-integrity carbon removal project that is vetted and certified by organizations like Gold Standard, Verra, Climate Action Reserve, and The American Carbon Registry.
If your Route-protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.
Need to file a claim? File here
Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes
In both cases, the Route Premium cost will not be refunded
Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection
Marked As Delivered (Stolen)
Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered Please note, some order issues may require a police report to be filed
Stuck In Transit (Lost)
For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order dateFor international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date
Claims for damaged itemsrequirephotos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.
All of Route’s policies are listed here
Route definitely helps cover these instances! To protect your order against loss or theft, add Green Package Protection at checkout.
If your order has not arrived, please file a claim with Route here.
Route covers damage as well! To protect your order against damage that occurred during shipping, add Route Protect at checkout.
If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing.
You can file a claim with Route here.
If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at (YOUR BRAND'S CONTACT INFO ) and we will be happy to work with you to remedy the situation.
Route’s terms and conditions are listed here:https://route.com/terms-and-conditions/
Yes, Route is a licensed insurance company with SEG Insurance Ltd. as its partner.
Each set of iSUP contains at least:
- Paddle Board KOTI
- Double action pump
- Slide in center fin
- Adjustable Paddle
The length of a board will mainly have an impact on its speed and handling.
A longer board will slide more easily on the water, which will make it faster. However, it will be less reactive and therefore more difficult to handle.
Conversely, a shorter board will slide less on the water, but will be more responsive. Thus, it will be slower, but easier to handle.
The important thing for your iSUP and its backpack is that they are stored in a dry and isolated environnement. Your shed and garage are therefore great places in the spring, summer and fall.
However, Canadian winters are too cold, both for your iSUP and its backpack. So, unless your garage or shed is heated to at least 5 degrees Celsius / 45 degrees Fahrenheit at all times, it's best to store your equipment somewhere else.
It's okay if your iSUP and its bag spend a few minutes outside in the winter. But repeated periods and / or longer than ten minutes in an environment where the mercury is below zero will make your iSUP immensely fragile, to the point where it could shatter without even moving or being impacted.
Unfortunately, iSUPs are sold with accessories as a set. It is not possible to separate a set to have only one or two pieces.
Yes, your dog can board your iSUP with you. The materials of our iSUPs are extremely durable, so there is no danger of its claws puncturing your iSUP. However, it is important to take extra precautions, such as making sure that:
- your dog is comfortable (not all dogs like to sail!),
- that he can swim,
- that it is equipped with a flotation device suitable for dogs of its size and weight,
- that your board is able to support the total of your weight, its own and any other equipment you may have on board,
- that you will have enough space on your iSUP to control it despite your dog's presence.