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Frequently Asked Questions
What is Alpacka Raft's return policy on a full price packraft?
If a raft purchased at full price hasn't been used and doesn't meet expectations, it can be exchanged or returned within 30 days of receipt, minus a $100 restocking fee, with shipping not included in either option. Contacting Alpacka Raft for return authorization approval before sending anything back is required.
Can I return a Custom Lab boat?
No, Custom Lab orders cannot be refunded, modified, or exchanged once the order has been paid, since these builds are made to the customer's specific configuration.
What does Alpacka Raft's warranty actually cover?
Alpacka Raft warrants its products to be free from manufacturing defects in materials and workmanship for the life of the product, covering repair or replacement at the company's discretion. This warranty applies only to the original owner and requires proof of purchase.
Who pays for shipping on a warranty repair?
Alpacka Raft does not cover shipping to the factory for warranty evaluation, but does cover return shipping back to the customer once a warranty repair is approved.
Does the holiday sale discount affect the standard return policy?
During the annual Holiday sale in November and December, a 10% discount on full price items still falls under the standard return policy, meaning the usual 30 day window and restocking fee still apply.
Can closeout or seconds quality packrafts be returned?
No, seconds quality and closeout sale boats are final sale with no returns or exchanges. Seconds quality items carry a limited warranty and are not eligible for upgrades through the service department, while closeout boats carry only a 60 day manufacturing defect warranty rather than the standard lifetime coverage.
Does Alpacka Raft offer a pro deal or discount for guides and educators?
Yes, professional guides and educators can apply for a discount program intended for personal use of packrafts, and educators specifically can purchase multiple discounted rafts on the same order, while the general pro deal is limited to one packraft per year and does not extend to accessories or third party items.
How long does a custom Alpacka Raft order take to ship?
Production lead times are listed on the site and can extend during supply chain issues or material shortages, and modifying an order after purchase resets the lead time to the payment date of that modification.