Customer Care
Customer Care

Frequently Asked Questions

 

  • Account Management

    Q. When do issues come out?

    A: Release dates are as follows:

    January 28th - Kayak Angler Winter & Paddling Buyer's Guide Issues

    March 28th - Spring Issues

    June 28th - Kayak Angler Early Summer and Paddling Trip Guide Issues

    August 28th - Fall Issues

      

    Q. I haven't received the latest issue. Where is it?

    A. Factors such as severe weather may delay delivery of your magazine. If your issue is delayed more than a month please report the missed issue. Your subscription will be extended to make up for the missed issue or if you would prefer to receive a replacement issue we can check if we have any in stock. 

     

    Q. What is my subscription status?

    A. We will notify you when your subscription is about to expire. We send both email and print notices in advance to ensure you won't miss an issue. If you would like to renew your subscription, click here to go to our online renewal form or call us at 1-866-709-4985. Your renewal order will be added to the end of your current subscription. 

     

    Q. How do I change my mailing address?

    A.

    Subscribers: To update your mailing address please email subscriptions@rapidmedia.com or call us at 1-866-709-4985 and we will update your address for future mailing. We print our magazine mailing labels in advance, therefore, it may take a few weeks for the change to be effective.

    ACA Member: As a membership benefit for the ACA we are provided with a new mailing list for each issue. To update your mailing address.

    Log in to http://www.americancanoe.org.

    Click on Manage Profile on the right-hand side of the screen.

    Click on Edit Bio.

    Update your information and click Save.

    Paddle Canada Member: As a membership benefit for Paddle we are provided with a new mailing list for each issue. Please contact nathan@paddlecanada.com or 1-888-252-6292 Ext. 13 to update your information.

     

    Q. Why did I receive duplicate issues?

    A. If you are receiving duplicate issues, please look at the account numbers on your magazine mailing labels. If the numbers are identical, then this is likely a one-time printing error. If the account numbers are different, please report the error. 

     

    Q. How do I replace a missing issue?

    A. If you didn't receive an issue included with your subscription, please email subscriptions@rapidmedia.com or call us at 1-866-709-4985. If the issue is still available, we will mail you a replacement copy immediately. If the issue is out of stock, we will extend your subscription expiry date accordingly and promptly reply to you with our action taken.

     

    Q. What can I do about a damaged print issue?

    A. If your issue frequently arrives damaged and your mailbox is sufficiently sized, then check with your local post office to see if the magazine arrived there in good condition. If the post office reports that it arrived damaged, please contact us by email at subscriptions@rapidmedia.com or call us at 1-866-709-4985. We will extend your subscription to make up for the damaged issue. If you would prefer to receive a replacement issue, please indicate so in your email.

     

    Q. When will I receive my free gift?

    A. If a free gift is included with your subscription order, it should arrive 4-8 weeks from the time the order was received.

     

    Q. How do I order a back issue?

    A. To order a print back issue call our circulation department at 1-866-709-4985. We charge the cover price plus shipping.

  • Digital Magazine & App Editions

    Q: I have a print subscription, can I read back issues?

    A:  Yes, we have created an app subscription for you and backdated it so you can read all of our back issues.

     

     

    Q: How can I read the magazine on my Apple or Android smartphone or tablet?

    A: Just follow the steps below.

      

    1. Tap below to download the app.

    Rapid App    Rapid App

    2. Open an app and tap on "Subscriptions" 

     

    3. Tap on "Current Subscribers" 



     

    4. Enter your email address and postal/zip code field. Tap "Done".

    5. Enjoy!


    Q: My digital edition issue is not downloading.

    A: Make sure you are connected to a Wi-Fi network with active internet access.

    Make sure your iPad or iPhone does not go to "sleep" while your issue is downloading.

    Using your 3G, 4G, or LTE connection is not recommended.

    Make sure that you have enough free storage space on your iPad or iPhone.

     

    Q: I recently purchased a new Apple or Android smartphone or tablet. Are my issues still available to me?

    A: Yes, just sign into your account and issues coved by your subscription will be free for you to download on your new device. 

     

    Q: I forgot my iTunes password.

    A: You can reset your iTunes password by clicking here.

  • About Paddling Magazine

    Q. Why did I receive Paddling Magazine?

    A. You received Paddling Magazine because you had a subscription to Adventure Kayak, Canoeroots, and/or Rapid magazine. Inside every issue of Paddling Magazine, like in our Paddling Buyer’s Guide and Paddling Trip Guide, there are specially branded sections for whitewater, touring and canoeing. Maintaining these branded sections showcases Rapid, Adventure Kayak and Canoeroots long-time and award-winning writers and photographers. It maintains our long-time commitment to growing all categories of paddlesports, including standup paddleboarding. Don’t worry, we won’t be watering down the tone or the content. This new format delivers the magazine you’ve grown to love, plus you get two more. Our goal at Paddling Magazine is to inspire you to paddle forever.

    Q. What will happen to my Adventure Kayak, Rapid and/or Canoeroots subscription?

    A. Your remaining subscription term has been transferred to Paddling Magazine. You will still be getting the same great content you are used to we just bundled it with even more news, techniques, gear that we think you will enjoy.

     

    Q. I had a subscription to two or more titles, what will happen to my subscriptions?

    A. We combined the number of issues you had remaining for each tile and adjusted the expiry date for Paddling Magazine accordingly. For example, if you had two issues of Rapid remaining and one issue of Canoeroots you have three issues of Paddling Magazine left on your subscription term.

     

    Q. How many times per year is Paddling Magazine published?

    A. Paddling Magazine is published four times a year. Subscriptions will include two regular issues as well as a Paddling Buyer's Guide and a Paddling Trip Guide issue. Subscriptions begin with the next issue of the press. Print issues will mail 4-12 weeks from receipt of order depending on the time of submission and the next print date. 

     

  • Privacy Policy

    Our Privacy Guarantee

    We value our readers’ trust and therefore take the issue of privacy seriously. We have not, and will not share, loan or sell your personal information to a third party. We never have and never will! Guaranteed!

    Rapid Media Privacy Policy

    At Rapid Media we take the issue of privacy seriously. Rapid Media will not sell, barter or transfer any personally identifiable information obtained about our customers to a third party.

    Rapid Media is committed to maintaining the privacy, security and accuracy of the personal information it collects, uses and discloses in accordance with applicable legislation. This privacy policy is a statement of principles and guidelines concerning the protection of personal information of our individual clients, service providers and other individuals. 

    1.     Who is Rapid Media?

    Rapid Media is a paddlesports media company producing paddlesports magazines and events. Rapid Media is the publisher of print and online magazines Paddling MagazineRapidAdventure KayakKayak Angler and Canoeroots and Family Camping.

    Rapid Media produces two email newsletters: Paddling This Week and Kayak Angler This Week. And publishes the following websites: rapidmedia.com, paddlingmag.com rapidmag.com, adventurekayakmag.com, canoerootsmag.com, kayakanglermag.com, reelpaddlingfilmfestival.com.

    Rapid Media’s Reel Paddling Film Festival World Tour brings the world’s best paddling films to paddlers across North America and around the world.

    Rapid Media events are the way we get more paddlers on the water. Our events include the Canadian Canoe Symposium and the National Sea Kayak Symposium.

    Rapid Media's mission it to produce the best paddlesports media and events to support and grow the number of paddling enthusiasts and encourage them to PADDLE FOREVER safely and in a way that is friendly to our rivers, lakes and oceans.

    This privacy policy applies to Rapid Media’s collection, use and disclosure of personal information regarding the clients and consumers of its products and services listed above and its individual service providers.

    2.     What personal information does Rapid Media collect?

    Personal information is information about an identifiable individual.

    We retain only information you provide voluntarily. We will ask for your name, address, e-mail address, or other personal information when you register with a website, newsletter, print and digital magazine subscription or order other products or services. You may also be asked for personal information when you enter into contests or promotions sponsored by us or our partners.

    3.     What does Rapid Media do with your personal information?

    Provide the product or service or information you requested. For example, if you are a subscriber we use your information to deliver printed or online copies of your subscription as well as send you renewal notices, billing statements, special offers etc.

    To process your payment. Your credit card information is used for processing your payment. Once payments have been processed your credit card information is destroyed.

    To send you information. We may further use such information to develop and customize products or services to better meet your needs and preferences, and to offer you other products and services from Rapid Media or Rapid Media trading partners.

    Other purposes. We may use your information for circulation audits to obtain statements regarding the number of subscribers we have per publication. 

    4.     Who has access to your information?

    IN-HOUSE

    Access to your personal information is limited to Rapid Media employees who need to know your information in order to fulfill your requests for products or services.

    SERVICE PROVIDERS

    We disclose your personal information to other companies providing services on our behalf. This includes label printers, mail sort and delivery houses. We may also disclose your personal information to an organization to collect debts or to our auditors. We will only provide the information our service providers need to deliver the service and they are prohibited from using that information for any other purpose.

    5.     Control of your personal information

    At Rapid Media we want you to be able to maintain control over how we use your personal information.

    You always have the option to instruct us not to use your name, address, email address etc. beyond providing you with the product or service you requested. 

    Email communications will always include an identification of the sender and an “Unsubscribe” option.

    6.   Where is your personal information stored?

    Your personal information is stored in secured locations and on encrypted servers controlled by Rapid Media located either at our offices or at the offices of our service providers. Upon request we will inform you of the existence, use and disclosure of your personal information and will give you access to that information. Access requests should be sent to our privacy officer at privacy@rapidmedia.com.

    7.   How do we protect your personal information?

    We make every reasonable effort to protect against the loss, misuse and alteration of personal information under our control. Our security policies are periodically reviewed and enhanced as necessary.

    Only authorized employees and suppliers have access to your personal information. Where information is sent to a third party for processing we make sure, through our contracts with them, that all your information is kept secure. We keep your information for the time we are providing you with a product or service and for a reasonable time thereafter in the event that you wish to resume service.

    We operate secure data networks protected by industry-standard encryption and password protection systems.

    8.   Privacy and our websites 

    BROWSING

    When an individual accesses Rapid Media websites we will not know who the individual is unless a visitor enrolls for a Rapid Media service or product. We may collect information such as the type of internet browser and operating system the visitor uses, the domain name of the websites from which the visitor came, date and duration of the visit, number of visits, average time spent on our websites and pages viewed. We may use this information to measure the use of our website and to improve the functionality and content of the website.

    ONLINE COMMUNICATIONS

    Visitors may voluntarily provide personal information to us for asking questions, obtaining information, subscribing, reviewing or downloading publications, participating in contests and surveys. We may store personal information about your use of our website and the online information you have provided with other information we may have collected.

    EMAIL COMMUNICATION

    Occasionally, we may send marketing or promotional email communications to you with information that may be useful, including information about the products and services of Rapid Media and other third parties with whom we have a relationship. We will include instructions on how to unsubscribe and inform us of preferences if recipients decide they do not want to receive any future marketing or promotional emails from Rapid Media. If you send us an email message we may retain that message and your email address as well as any response we send you.

    OPINION POLLS

    Opinion polls on our websites are anonymous. We do not correlate votes submitted via such polls with names or individual email addresses unless otherwise disclosed at the point of collection. 

    SEARCHES

    For your convenience search functions are sometimes provided on our website. We keep logs of the words searched to learn more about what kind of information our visitors are seeking and thus improve our services. There is no correlation between searches and personal information. 

    HYPERLINKS

    For your convenience, Rapid Media’s websites contain hyperlinks to websites managed by third parties. By activating these hyperlinks, you will leave Rapid Media’s website for those of the third parties, which may have different privacy policies and practices than Rapid Media. Rapid Media cannot be held liable for the use of such third party websites.

    ADVERTISING TO CHILDREN

    We believe that Rapid Media’s website does not appeal directly to children of 13 years old or less. We do not knowingly direct our advertising at children under the age of 13, except as permitted by law.

    INDIVIDUALS UNDER 18

    No personal information should be submitted or posted on our websites by individuals under 18 years of age without the permission of parents or guardians.

    CHANGES TO THE PRIVACY POLICY

    Rapid Media reserves the right to modify or supplement this privacy policy at any time. If we make a change to this privacy policy, we will post such change on our websites and make such revised policy and change available upon request to Rapid Media’s privacy officer.

    CONTACT US

    Rapid Media has appointed a Privacy Officer to oversee compliance with this privacy policy and applicable privacy laws. 

    Rapid Media Privacy Officer
    
55 Red Pine Dr, 
    Palmer Rapids, ON, K0J 2E0 
    Canada

    privacy@rapidmedia.com
    phone: (613) 706-0677

  • Contact Us

    Address: Rapid Media, 55 Red Pine Dr, Palmer Rapids, ON K0J 2E0 Canada

    Email: subscriptions@rapidmedia.com

    Phone: 1 (613) 706-0677 ext 105

    Direct: 1-866-709-4985