Welcome to Hyperlite Shop’s FAQ page! We’re here to help answer your questions about our premium water sports equipment and services. Below you’ll find information about our products, shipping, payments, returns, and more.
Can’t find what you’re looking for? Our customer service team is always happy to help at [email protected].
About Hyperlite Shop
Who is Hyperlite Shop?
Hyperlite Shop is your premier destination for high-performance water sports equipment. Based in Louisville, US, we ship worldwide to help adventurers gear up for their next water-based adventure.
What types of products do you offer?
We specialize in everything for water sports enthusiasts, including:
- Kayaks (Inflatable, Sit-In, Sit-On-Top, Solid)
- Rafts and inflatable watercraft
- Water skis (Combo and Slalom)
- Wakeboarding equipment
- Essential accessories like ballasts, pumps, ropes, handles, and protective gear
- Specialized clothing like HydroSkin tops and socks
Product Questions
How do I choose the right kayak for my needs?
Our kayak selection includes various types for different water conditions and experience levels:
- Inflatable Kayaks: Great for easy transport and storage
- Sit-In Kayaks: Better for cooler climates and longer trips
- Sit-On-Top Kayaks: Ideal for warm weather and beginners
- Solid Kayaks: For performance-oriented paddlers
What makes your water sports equipment high-performance?
All our products are selected by water sports experts for their quality, durability, and performance characteristics. We focus on gear that enhances your experience on the water, whether you’re a recreational enthusiast or competitive athlete.
Do you offer seasonal or promotional items?
Yes! We regularly run seasonal promotions that may include special pricing or faster delivery options. Check our homepage for current offers or sign up for our newsletter to stay informed.
Ordering & Payments
What payment methods do you accept?
We accept:
- Visa
- MasterCard
- JCB
- PayPal
Is my payment information secure?
Absolutely. We use industry-standard encryption to protect all your payment information and never store sensitive credit card details on our servers.
Can I modify or cancel my order after placing it?
Orders can typically be modified or canceled within the first 24 hours. Please contact us immediately at [email protected] with your order number. Once your order has entered processing (usually 1-2 business days after placement), changes may not be possible.
Shipping & Delivery
Where do you ship?
We ship worldwide, excluding some Asian and remote regions. If you’re unsure whether we ship to your location, please contact us before placing your order.
What shipping options are available?
We offer two shipping methods:
- Standard Shipping (Recommended): $12.95 flat rate via DHL or FedEx, delivered in 10-15 days after dispatch with full tracking
- Free Shipping: For orders over $50 via EMS, delivered in 15-25 days after dispatch
How long does order processing take?
We carefully prepare and inspect each order within 1-2 business days before dispatch. You’ll receive a tracking notification email when your order ships from our Louisville warehouse.
Can I track my order?
Yes! For Standard Shipping (DHL/FedEx), you’ll receive detailed tracking information. For Free Shipping (EMS), tracking may be more limited depending on your location. We’ll email you all available tracking details when your order dispatches.
Do you offer expedited shipping?
During seasonal promotions, we sometimes offer faster delivery options at no extra cost. For regular expedited shipping requests, please contact us at [email protected] before placing your order.
Returns & Exchanges
What is your return policy?
We offer a 15-day return policy from the date of delivery. Items must be unused, in original packaging, and in resalable condition. Please contact us at [email protected] to initiate a return.
Who pays for return shipping?
Customers are responsible for return shipping costs unless the return is due to our error or a defective product. We recommend using a trackable shipping method for returns.
How long does it take to process a refund?
Once we receive your returned item, please allow 5-7 business days for inspection and processing. Refunds will be issued to your original payment method.
What if my item arrives damaged?
Despite our adventure-ready packaging, if your item arrives damaged, please contact us immediately at [email protected] with photos of the damage and packaging. We’ll arrange for a replacement or refund.
Customer Service
How can I contact customer service?
Our team is available via email at [email protected]. We typically respond within 24-48 hours. You can also visit us at our Louisville location: Hyperlite Shop
4012 Radford Street
Louisville, US 40203
4012 Radford Street
Louisville, US 40203
Do you offer product support or advice?
Absolutely! Our team consists of water sports enthusiasts who can provide advice on product selection, maintenance, and usage. Don’t hesitate to reach out with any questions.
Still have questions? We’re here to help you gear up for your next water adventure! Contact us at [email protected].
Happy paddling from the Hyperlite Shop team!