After you place your order: what to expect
Hull orders flow through your dealer (who emails you with freight scheduling); accessory orders ship parcel direct from our Tennessee warehouse with tracking. Inspect everything on arrival and file the claims form if anything's wrong.
You placed the order — now what? The flow is a little different depending on whether you ordered a hull or an accessory. Here's what to expect day by day, and what to do at each stage.
Hulls vs. accessories — the headline
| Hull (Outpost, Terra, Highlander) | Accessory (Quad Rails, Horizon Perch, Traverse Drive, etc.) | |
|---|---|---|
| Ships from | Your dealer (via LTL freight) | Cajo's Tennessee warehouse (parcel) |
| Carrier | Dealer's freight partner | FedEx |
| Tracking | Dealer-provided after pickup | Automatic Shopify email |
| Typical transit | 3–5 business days east coast / midwest from EFS, longer to west coast | 3–5 business days for most US destinations |
Cajo doesn't ship hulls direct in the US. Hulls flow through dealers — Eco Fishing Shops (Missouri), Electric Surf Sports (FL), and our other authorized dealers. Accessories ship direct from our Tennessee 3PL.
If you ordered a hull
Day 0 — order confirmation
You get the standard Shopify confirmation email. This is your "we got the order" confirmation, not a shipping confirmation.
Day 0 to 1 — dealer handoff
The dealer picks up your order and assigns it for fulfillment. Most always-stocked dealers (Eco Fishing Shops, Electric Surf Sports) ship within 1–2 business days.
Day 1 to 3 — dealer email
Your dealer is the source of truth from here. They email you with:
- Freight scheduling window
- ETA range
- Whether liftgate service is included
- A signature requirement (most freight shipments require a signature)
If you haven't heard from the dealer by day 3, email or call them directly. (Eco Fishing Shops: 1-844-987-5777. Electric Surf Sports: (561) 501-3771.)
Day 3 to 10 — in transit
The freight carrier picks up the hull from the dealer and routes it toward your address. East-coast and midwest deliveries are typically 3–5 business days from a Missouri or Florida dealer. West coast is longer (5–8 business days).
Delivery day — what to inspect
Your kayak shows up on a truck. Before you sign the BOL (Bill of Lading), inspect:
- The outer packaging / crate for visible damage (punctures, crushed corners, ripped cardboard)
- The hull itself if you can see it — look for cracks, dents, scratches
- The drive (if bundled) for shipping damage
- Count the boxes — make sure everything on the manifest is present
If anything looks wrong, note it on the BOL before you sign. The signature is the carrier's "you accepted it as delivered." Damage noted before signing is on the carrier; damage discovered after signing is harder to claim.
If the damage is severe enough to refuse delivery, refuse the shipment and call the dealer immediately. Don't try to figure it out yourself — call.
After delivery
Once you're inside and have time, do a full inspection:
- Hull, top and bottom, including scupper holes
- Rudder and steering handle (if your model has one)
- All accessory bags and small parts
- Drive (if bundled) — visual check; don't pedal it yet
If anything's missing or damaged, file the claims form at caminojourney.com/pages/claims-form the same day. The freight-damage claim window is tighter than warranty — speed matters here.
If you ordered an accessory
Day 0 — order confirmation
Standard Shopify confirmation email.
Day 0 to 2 — TN warehouse fulfillment
The accessory is picked at our Tennessee 3PL warehouse. FedEx is the primary carrier; you get an automatic tracking email when the label is generated.
Day 1 to 5 — in transit
Typical FedEx ground transit:
- Southeast: 1–2 business days
- Midwest: 2–3 business days
- Northeast: 2–3 business days
- West coast: 3–5 business days
Delivery day
Most accessories don't require a signature. Inspect the box for damage when it arrives. If the contents are damaged, file the claims form same day with photos.
What to do if something's late
- Hull: contact the dealer first. They have the carrier relationship and can run a trace.
- Accessory: ping us in chat with your order number and we'll check the 3PL.
If the dealer can't track it or the accessory was lost in transit, we'll work the carrier claim and ship a replacement.
What to do if something's wrong
Two paths:
-
Freight damage / missing parts → claims form at
caminojourney.com/pages/claims-form(same day if possible). - Warranty issue discovered later → also the claims form. See How to file a warranty claim, step by step.
For both, attach photos / video and your HIN (hull serial number — etched on the stern starboard side).
Realistic timeline summary
| Order type | Order to delivery |
|---|---|
| Hull, east coast / midwest | 5–10 business days |
| Hull, west coast | 8–14 business days |
| Hull, international (LCL) | 4–8 weeks depending on country |
| Accessory, US | 3–6 business days |
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