Shipping, Returns & Warranty

Shipping

Orders will be processed within 1-2 business days. Tracking information will be provided via email once the package has shipped. 

Canada

  • Delivery in 2-5 business days after shipping.

US

  • Delivery in 3-7 business days after shipping. 
  • The buyer is responsible for any additional duties, taxes, or customs fees that may occur. 

International Shipping

  • International shipping is offered. Rates will be calculated at checkout before completing your purchase.
  • The buyer is responsible for any additional duties, taxes, or customs fees that may occur.

Lost or Missing Packages

NXTGEN ships all orders with tracking information provided to the customer. While we take reasonable care to ensure proper delivery, NXTGEN isn’t responsible for packages lost, damaged, or misdelivered by the shipping carrier. Once a package leaves our facility, delivery issues must be addressed directly with the carrier.

If your package is reported as delivered but not received, customers should:

  1. Check all possible delivery locations at the shipping address.
  2. Contact the shipping carrier directly with the tracking number provided and file a Missing Mail Search or Case.
  3. Share the case number and any updates with NXTGEN so we can follow along and provide documentation if needed.

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Returns

  • Each customer will have 30 calendar days from the day of delivery to return an item. To receive a full refund, all items must be new, unused and contain all original packaging, including plastic wrap and accessories.
  • Any items that are determined to be unacceptable will not be eligible for a return.
  • Customers are responsible for all shipping and any other additional costs incurred on returns or exchanges. Shipping costs are non­refundable.
  • Please allow 3-5 business days for returns to be processed. If approved, a refund will be issued within 7 business days. 
  • All returns are subject to a $15 CAD / $10 USD restocking fee.




Warranty

Hydra Series (18-Month Warranty): The Hydra series is covered under our manufacturer's warranty for 550 days from the date of original purchase. See below for coverage details. Each paddle is eligible for two warranty claims within the 550-day period.

 

All Other Paddle Series (12-Month Warranty): All our other paddles are covered under our manufacturer's warranty for 365 days from the date of original purchase. See below for coverage details. Each paddle is eligible for one warranty claims within the 365-day period.

  • Our manufacturer's warranty covers:
    • Core crushing, delamination, loose edge guards, and other manufacturer defects.
  • It does not cover:
    • Normal wear and tear, damages from improper use, including marks on the surface and worn-out surface texture.
    • Fading graphics, worn-out grips, theft, or loss of items.
    • Use of paddles above 50 °C (120F) or below 0 °C (32F)
  • Products received for free from draws, giveaways, donations, etc., are not eligible for warranty.
  • Warranty is only available for the original purchaser. Proof of purchase is required to submit a warranty claim.

 

Warranty Claim Process

  • Email nxtgen.paddle@gmail.com with the following information:
    • Name and order number
    • Description of the issue
    • Photo and/or video proof clearly showing the issue
  • NXTGEN will review the claim within 2-4 days and respond with the next steps.
  • Not every claim is valid under warranty and must be approved by NXTGEN.
  • If approved, NXTGEN will repair or replace the paddle depending on stock and discretion.