Tennis Traders Policies Page

Policies

GUARANTEES

REFUNDS/EXCHANGES

ORDERING

shoes

racquets

other items

Tennis Traders warehouse store guarantees the lowest price and vows to provide the best customer service of all tennis equipment providers. Our 17 years in the industry has allowed us to develop extremely organized and technologically advanced methods of recording and shipping our orders. The security measures we have taken to ensure your privacy should make all shoppers feel at ease. Please use the items below to answer any questions you may have. If you have a special circumstance which is not covered by these procedures, we welcome your thoughts at: (800) 790-3404 toll free or e-mail customer service at info@tennistraders.com.

GUARANTEES

We understand that price is a major concern of our customers. Tennis Traders warehouse constantly checks pro shops, club stores, and other tennis retailers to make sure we offer the lowest price of all authorized dealers. If you believe you have found a lower price, please call or e-mail our knowledgeable staff and we will be happy investigate your claim. Assuming the retailer is an authorized dealer and the price is confirmed, Tennis Traders will then beat that price. We hope that our combination of great service and low pricing earns your trust and business.

We utilize the services of UPS for most all of our shipping needs. For some international and special shipments, we will use the U.S. Postal Service or FED-EX, whichever is more efficient. Due to our advanced system for taking and shipping your order, the chance for error has been virtually eliminated. If a problem does occur, we will determine the source and correct it as soon as possible.

Note: International shipments cannot be tracked due to customs procedures conducted by the receiving country. We are able to estimate the time of arrival, but it cannot be guaranteed. We will do everything possible to accomodate these orders; please call our 800 number if any questions arise, as they can be handled on an individual basis.

ORDERING

Tennis Traders is an authorized dealer for all products that are presented on our website. All applicable manufacturers warranties are extended to our customers. Our system for taking and maintaining the integrity of your order is extremely advanced and accurate. Orders can take anywhere from 1-8 days, depending on availability and time the order is received. Your confidence and satisfaction is of the utmost importance on each and every order processed.

We are able to accept Visa, MasterCard, Discover and American Express. Within the United States you can also send a check or pay by C.O.D. ($6.00 charge imposed by UPS for C.O.D. orders).

Continental U.S. Customers - Our shipping charge is $5.75 (tennis ball cases are $5.75 per case) for all UPS ground shipments within the continental United States. 2nd Day Air up to 3 pounds is $8.75. Next Day Air, 2nd Day Air over 4 pounds, or 3 Day Select delivery charges depend on the weight and destination of your order. We can also ship orders via the US Postal Service or Fed-EX. Special delivery arrangements may be available, Please call for rates etc.

Once an order has been placed, we will make every attempt to fill it completely. If one or more items need to be special ordered, the customer will be contacted. Once the item has been special ordered, the customer is responsible for payment. It will be dealt with on a case by case basis.

REFUNDS/EXCHANGES

We have built our reputation on great customer service and assistance. If you believe you have a defective product or merchandise, please follow the directions outlined below for the item(s) you are returning:

Where to return/exchange a product:

Please send the product using a certified traceable delivery service (preferably UPS or FED EX), including a brief note explaining the reason for the return or exchange, including your receipt to:

Tennis Traders
Attn: Returns
106 E. 1st St.
Phoenix, OR 97535

Shipping and handling fees are non-refundable.

Racquets:

New Racquets may be returned under the following guidelines:

1. The racquet is NEW (scraped frames or worn strings are not permitted).
2. The Racquet is returned accompanied by a receipt/proof of purchase.
3. The plastic wrap on the handle is intact.
4. Racquets must be returned with covers.

Defective Racquets may be returned under the following guidelines:

All racquets sold by Tennis Traders include a limited manufacturer’s one-year warranty.

The manufacturer will review all racquets returned for warranty replacement under the following guidelines:

1. Returned racquets are received within one-year and are accompanied by a receipt or proof of purchase.

2. Returned racquets must be defective. All defects such as breaks, rattles etc. that occur during “normal” usage should be returned for manufacturer’s review. All breakage, rattles etc. occurring as a result of accidents and or frustration etc. are NOT considered manufacturer’s defects and should NOT be returned.

NOTE: All warranted Racquets replaced under the manufacturer’s warranty will be covered by the policy only for the remainder of the original one-year period.

Warranted Racquet Options:

1. You may accept the manufacturer’s replacement tennis racquet. All warranted racquets will be strung at NO CHARGE with Tenex Synthetic Gut 16g string at the middle of the manufacturer’s recommended tension range. Please include a “request” with the return of your defective racquet if you prefer a particular string and/or tension… NOTE: String upgrades will charged accordingly. Tennis Traders will then ship your racquet using FED EX at NO CHARGE within the United States. International customers must pay all freight and related expenses.

2. A second option is to purchase a new tennis racquet while your defective racquet is being considered for warranty replacement. If the manufacturer replaces your defective tennis racquet you will receive credit for its current selling price. The manufacturer warranty does not cover string and shipping costs for this particular option.

NOTE: If the manufacturer does not replace your tennis racquet, it will be returned to you along with an explanation regarding why it was denied.

Footwear:

New Shoes may be returned under the following guidelines:

1. New shoes returned in the original box without any “bumps or bruises” and accompanied by a receipt/proof of purchase may be returned for credit. NEW shoes that are not intact in their original box should NOT be returned and will be refused and returned at YOUR expense.

2. New shoes returned in the original box without any “bumps or bruises” and accompanied by a receipt/proof of purchase may be returned for size adjustment. Please include the “correct” size and all other pertinent info. NOTE: You will be charged for shipping on “size correction” exchanges.

Warranty Replacement

Manufacturers that include warranties on their shoes (i.e. WILSON, PRINCE, ADIDAS FILA) generally have an information card explaining exactly what is covered. If unavailable, warranty information for each shoe can be found on the Tennis Trader website. If you believe you have a shoe qualifying for replacement, please use the following manufacturer guidelines:

FILA:

Call 1-800-747-3452 for Return Authorization Info.

Returned shoes must be accompanied by the original receipt.

PRINCE:

Call 1-800-283-6647 and select option #1, then option #1 again. Request a return authorization (R/A) number. Send shoes including name, address, phone number and date purchased. PLEASE include your original receipt.

Send to:
Prince Returns Benetton Sportsystem
One Sportsystem Plaza
Bordentown, NJ. 08505

Please write your R/A number on the outside of the box.

WILSON:

Send your shoes including name, address, phone number and date purchased. PLEASE include your original receipt.

Send to:
Wilson Sporting Goods Co.
Attn: Guarantee Returns Freeport Center, Bldg. F-13
Clearfield, Ut. 84016

ADIDAS:

Send your shoes including name, address, phone number and date purchased; with an $8.00 check made payable to Adidas. PLEASE include your original receipt.

Send to:
Adidas 6 month guarantee
650 South Taylor Avenue
Louisville, CO. 80027

Court Equipment:

Ball machines and stringing machines generally come with a warranty supplied by the manufacturer. Refer to the Tennis Trader website for more information. The length of the warranty depends on the item in question.

Bags, Apparel, Strings, Tennis Accessories:

These items do not generally carry a manufacturer’s warranty, however Tennis Traders will accept returns on defective items within 30 days of the invoice date and either credit or exchange.

NOTE: Natural Gut Strings are NOT included under any warranty, credit or exchange policy or provision.

Shipping Charges:

Shipping charges will be applied on all exchanges. In the event of Tennis Traders mis-shipments, subsequent replacements and/or exchanges will be made without additional freight charges.

If a special circumstance arises that is not covered by the procedures above, please call (800) 790-3404 or e-mail customer service at info@tennistraders.com.

Thank You!

Tennis Traders