Customer Service


Repairs & Warranties

Werner Paddles are warranted to be free from defects in material and workmanship for one year from the date of purchase. Within the warranty period, all paddles found to have defects will be repaired when possible or when a repair is not possible, replaced at no charge.

*Note-Please be aware that second hand paddles, including dealer rental or demo paddles, are not covered under warranty.

All customers residing outside of the USA and Canada should contact the store where they purchased the product with the information noted below.

 

In order to determine if your paddle qualifies for warranty or repair, please email: repairs@wernerpaddles.com with photos if possible, or call us at 800-275-3311 with the following information. (International 360-793-9488x634)

 
  1. Your Information:
    • Name:
    • Street Address:
    • City, State, Zip Code:
    • Email:
    • Phone Number:
  2. Describe the damage to your paddle
  3. How did your paddle break?
  4. Paddle Specifics:
    • Date Purchased:
    • Model Name:
    • 1-Piece, 2-Piece, 3-Piece, 4-Piece:
    • Length:
    • Shaft Size (Standard or Small diameter):
    • Shaft Type (Fiberglass, Carbon Fiber):
    • Bent Shaft or Straight Shaft?
    • Blade Type (nylon, fiberglass, carbon fiber, performance core):
    • Feather Angle (Example: Right 30):

    Once we receive your information we will do a pre-determination of warranty or repair and send you a Return Authorization number (RA#). The RA# is the tracking number that connects your information to your paddle, so please keep it handy. We will also include an estimate if the repair is not covered by warranty.

  5. Send Your Paddle to Werner:

    Once you receive the Return Authorization number (RA#), please send your paddle to:

    Werner Paddles
    (enter your RA# here)
    33415 State Route 2
    Sultan, WA 98294

*Please include all parts and pieces of your paddle. Write your RA# on the box and also on the paddle by using masking tape and a permanent marker.
*To help reduce border fees when returning shipments from outside the U.S. please write “Manufactured by Werner Paddles-Returning US Goods”  on all paperwork and on the outside of the box. 

*Shipping cost, from your location to Werner Paddles, is the responsibility of the customer, dealer, or outfitter. We recommend you insure your paddle for its replaceable value and save your tracking number. If you do not have a box that will fit your paddle you can wrap your paddle “burrito style” in cardboard.
*Return shipping cost (on paddles found to have defects) is covered from Werner Paddles back to you (Continental United States only).

 
Repairs being returned from CANADA:

Before sending a paddle back to Werner contact Customer Service for a Return Authorization (RA) number.  The RA# must be on the outside of the box and on the paddle.

There are 2 ways to return product to the US from Canada:

Canada Post – it is the most cost effective way to ship to the USA.
Courier (FedEx/Purolator/UPS etc) – works best if you have an oversized item ie) a 1 pce. paddle because Canada Post will not accept packages when ANY one dimension exceeds 78.7 in.

 

Measuring your item

The cost of shipping your item is based on dimensions and weight. There are two methods to calculate the maximum dimensions of your item:

  •  length + girth
  •  length + (height x 2) + (width x 2)

It is recommended to NOTE on any of the documentation, even on the outside of the box - Manufactured USA Goods-Returning to USA for Repair/Warranty

CANADA POST

Follow the link below to complete the REQUIRED Customs Documentation online before going to your local postal outlet.

https://www.canadapost.ca/cpotools/apps/cdc?execution=e1s1

You will need the following information about Werner Paddles:

Werner Paddles
33415 SR 2
Sultan WA 98294

You will be asked what your reason is for exporting the contents to the US – select Repair/Warranty
You will also have to describe the item you are returning and include a dollar value (remember your paddle is used so consider this when you are inputting a dollar value).
Print out the document or send the created barcode to your mobile device. We recommend printing out the document and taking that with you to the postal outlet.
COURIER (required if your paddle is 1 pce and 78.7” or LONGER)
When shipping with a courier you will be required to submit information just like with Canada Post. We recommend you go directly to the FedEx/Purolator/UPS counter for assistance because they only deal with business accounts on line.

You may be asked for the Harmonized Code for the paddles and here they are:
Carbon kayak paddles-6815.10
Fiberglass kayak paddles-3926.90
Remember you are returning USA Manufactured Goods to the USA for Repair/Warranty this is very important information. You will be asked for the dollar value of the goods.

If you are hesitant to deal with returning goods to the USA contact your local dealer to see if they would offer the service to you. You would be responsible for all shipping costs associated with returning goods to the USA. If your paddle is deemed to be under warranty you will not be charged for return shipping.