FAQ
Design
What happens if there's a manufacturing error?
We understand this is your biggest concern. While we have extensive QA processes in place, if we’ve made a design error, we’ll build you a new sail on a rush order—about 8 weeks for membrane sails and 4 weeks for stitched sails. We’ll start on the replacement before you return the incorrect sail, so you won’t be left waiting. We never attempt to “fix” a new sail to make it right—you ordered a perfect sail, and that’s what you’ll get.
What if I make a mistake in my measurements?
Our process includes checks to catch common errors, such as checking angles generated by your numbers. For instance, if your max luff length creates an unusual boom angle, we’ll reach out for clarification. But if the sail doesn’t fit because of a measurement mistake on your end, we’ll work with you to find a cost-effective solution, possibly offering you wholesale pricing to correct the issue.
I've never designed a sail before—can you help?
Absolutely! Designing a sail can be a complex process, but we’re here to guide you every step of the way. We believe in sharing knowledge, and we’ll explain each step so you can feel confident you’re making the right choices for your boat and your sailing needs.
Ordering & Payment
How do I order a sail from Kraken?
Ordering is simple! Contact us through the website to get a quote, and once you’re ready, we’ll guide you through the measurement process using our measurement tool. After submitting your measurements, our team will design, build, and deliver your custom sail.
What payment methods do you accept?
We accept all major credit cards, bank deposits, and PayPal. Payment terms are typically 50% deposit upon order and the remaining balance upon delivery of your sail. We take payment in AUD, and all prices are quoted in AUD and current for 30 days.
Can I track my sail order?
Yes, you’ll receive regular updates from us throughout the design, production, and delivery process. We’ll also provide tracking information through the customer account area once your sail is shipped, so you’ll always know where your sail is and when to expect it.
Timing Questions
How long will it take to receive my sail?
Once you’ve accepted a quote, we’ll provide a detailed timeline. As a rough guide:
- Radial and crosscut sails take around 2 weeks to design, 4 weeks to build, and 2 weeks for QA and delivery. Expect your sail within 8 weeks of measurement.
- Membrane sails take around 2 weeks to design, 8 weeks to build, and 2 weeks for QA and delivery. Due to a critical 6-week curing process, membrane sails take about 3 months from measurement.
If you have a race deadline or specific time constraints, contact us, and we’ll do our best to expedite production. We’re highly process driven, and we stand behind our timelines.
Warranty & Guarantee
What does the Kraken Sails warranty cover?
Our 2-year limited warranty covers seam failures, delamination, and hardware issues. It excludes damage due to misuse (e.g., using a bay racing sail for offshore cruising), sustained UV exposure, and general wear and tear.
What happens if my sail fails within the first 90 days?
If your sail fails within the first 90 days due to a structural or hardware issue, we’ll replace it immediately on our fastest factory timeline—no waiting for lengthy repairs. We take pride in getting you back on the water as soon as possible.
How do I make a warranty claim?
Start by emailing [email protected] with photos and a description of the issue. From there, we’ll guide you through the process, including arranging global shipping for inspection or repair. If a replacement is needed, it will be processed on a rush timeline. More information can be found on the warranty page, or in your purchase documents.
Shipping & Delivery
Do you ship sails worldwide?
Yes, we provide global shipping for all new sails, repairs, and warranty claims. Whether you’re in Europe, North America, Asia, or anywhere else, we’ll get your sail to your boat.
If you’re in a truely remote location we might require you to work with us a little, but we’ll do our absolute best to help work through any problems.
How do you handle sail delivery and pickup for repairs?
We offer shipping services to and from your location, including for warranty and repair claims. We’ll coordinate all logistics, ensuring hassle-free service no matter where you are.
