Customer Service
ORDER PROCESSING
Our goal is to process all orders within 1 business day (not including weekends or holidays) of order receipt. Adequate lead-time may be needed on large volume orders. If there is an item in your order that is on backorder or out of stock, you will be notified by a customer service representative. Once an order has been placed, we are not able to alter the order.
TAXES
Orders shipped within Maryland and California will be charged sales tax. Any other local taxes are the responsibility of the purchaser.
PAYMENT METHODS
Orders placed through pongsquad.com must be placed with Visa, MasterCard or American Express or through Pay Pal.
Pong Squad is a division of Sport Squad, LLC and as such your credit card statement will reflect charges from "Sport Squad". By clicking "Submit Order" on the checkout page you are agreeing to pay the total amount in full.
SHIPPING
All orders, excluding tables, will be sent via USPS or UPS Ground. Once your order is shipped you will receive an email with your tracking information. Orders should arrive between 3 - 8 business days after being placed. Rush delivery is available for an additional charge.
TABLE SHIPMENTS
Tables can only be shipped to the contiguous 48 states. Curbside delivery is the standard method of delivery. Acceptance of table at time of delivery is the customer's responsibility. If the customer or an agent of the customer chooses to accept delivery without inspection of the table and finds that the table is damaged after the freight company leaves, both JOOLA North America and the freight company cannot be held responsible for damages. If the customer decides to file a claim for damages found, that is something they can do on their own. JOOLA North America will not assist the customer in this process. If damage is found on the table at the time of delivery prior to the freight company leaving, they MUST reject the shipment and notify JOOLA North America of this immediately. Once the customer notifies JOOLA North America of shipment rejection and receives confirmation from JOOLA, a replacement if available, will be sent within 7 business days.
Tables are NOT returnable or exchangeable.
RETURNS
Items returned for refund or exchange must be returned within 30 days of purchase.
Products must be new, unused, and contain all original packaging and accessories. Rubber, nets, and balls cannot be returned if opened.
ASSEMBLED RACKETS are NOT returnable or exchangeable.
Tables are NOT returnable or exchangeable.
Glues, cleaners or edge tape are NOT returnable or exchangeable.
All returns must include an RMA number assigned by Pong Squad. Please contact pongsquad at cs@pongsquad.com or call 301.816.3060 and reference your order number. Items mailed back without an RMA number will not be processed.
Returns must be shipped prepaid; COD deliveries will not be accepted.
Refunds will be issued within 7 business days of delivery to our return address. The cost of shipping & handling will be deducted from your refund. For exchanges, additional shipping & handling charges will apply. If the return is a result of our error or found to be defective, you won't be charged for return shipping & handling.
Please send your returns to:
Pong Squad
ATTN: Returns*
3711 West Street
Hyattsville, MD 20785
*Please reference the RMA number.
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