FREE SHIPPING
ON ORDERS OVER $150*
$5.00 SHIPPING
FOR ALL OTHER ORDERS*

FAQ


Please select from one of our frequently asked questions:


 

Q. How much does it cost to send my goods?
A. Orders over $150 are shipped for free (some exclusions apply). For orders under $150, we offer flat rate shipping of $5.50. You can also choose Express Post for faster delivery (prices are shown in the cart).  

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Q. What is the refund policy of Tennis Warehouse Australia?

A. Provided you have not used your racquet or product & it's in exactly the same condition as when we sent it to you, we are happy to refund your money as long as you return it to us within 30 days. We do not provide a refund on a racquet if you have requested that we install strings for you (racquets that were sold as unstrung or pre-strung will be accepted for a refund).

You must send the racquet/product back to us and postage is at your own cost. A tennis racquet or product cannot be returned if you simply change your mind after hitting with the racquet or using the product, so please choose carefully!

 

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Q. What is the warranty policy of Tennis Warehouse Australia?
A. All tennis racquets come with a manufacturers warranty which is usually 1 year. Provided the damage to the tennis racquet falls under the manufacturers terms and conditions Tennis Warehouse Australia will organise your racquet to be replaced for you. To enquire about individual manufacturers warranties please click contact us below.

To organise your replacement, you need to send the racquet back to us & postage is at your own cost. When we receive your racquet we will pass it onto the manufacturer to analyse and if it falls under the manufacturers terms and conditions for replacement, we will send you a replacement. Please note that generally the racquet will be unstrung and we do not provide warranty coverage for string. Sometimes warranty assessment can take 2-7 business days as we have to pass your product onto the supplier. We always try and keep this time to a minimum and we appreciate your patience at this time. For warranty enquiries about other products please feel free to contact us.  

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Q. How do I pay for my purchases?
A. Once you add items to our shopping cart you are directed to a secure online payment facility. Here you can enter your credit card details and pay for your purchases. However, if you would prefer not to pay by credit card you can select to:

1. Deposit the money into our account.
2. Pay by PayPal
3. Send us a cheque
4. Request we contact you for your credit card details.

Alternatively, you can call us during business hours on (03) 9418 3934 and place your order with your credit card handy. You may also send us an email and specify how you would like to pay. If you choose Direct Deposit, we have more information:

Direct Deposit: If you are not comfortable paying online, you can deposit the money directly into our bank account. Please place your order online, but select direct deposit as your payment method, then proceed to transfer the money into our account. Once we confirm the money is in our account, we will send your goods out. The time frame will be between 2 days & 2 weeks depending on if we have the stock. Our details are:

Account Name: Tennis Warehouse Australia
Bank: Westpac
BSB: 033 048
Account Number: 210 980

Please remember to use your name as a reference so that we know it's from you.

If you are paying from an international bank account, you will require our SWIFT Code which is WPACAU2S. If you are required to provide an IBAN number, it is 033048210980. 

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Q. How do I choose the correct grip size on my racquet?
A. For detailed instructions on determining the correct grip size, please click here

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Q. How do I demo a racquet I am interested in?
A. Tennis Warehouse Australia offers our Melbourne customers the opportunity to demo racquets. These are available in our Fitzroy store and we have a hitting wall for you to narrow down your selection.

Please note that we do not send demo racquets interstate.  

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Q. Does my purchase include GST?
A. All purchases from Tennis Warehouse Australia include 10% GST. We provide all of our customers with a tax invoice receipt which details the GST and our ABN is 24 110 900 564. 

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Q. What if I don't have a credit card?
A. If you don't have a credit card and would still like to place an order from Tennis Warehouse Australia you can do so by depositing the money directly into our bank account or using PayPal.

Direct Deposit: Please choose this method of payment on checkout, then deposit the money into our account. Once we confirm the money is in our account, we will send your goods out. The time frame will be between 2 days & 2 weeks depending on if we have the stock. Our details are:

Account Name: Tennis Warehouse Australia
Bank: Westpac
BSB: 033 048
Account Number: 210 980

Please remember to use your name as a reference so that we know it's from you. 

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Q. Is it safe to pay by credit card online at Tennis Warehouse Australia?
A. Tennis Warehouse Australia uses "hosted fields" to receive your credit card details. This means that your card details are transferred directly to our credit card processor Braintree without ever being in our possession. You can check the safety on your browser by looking for a small padlock in the corner.

Safety goes both ways and we also need to protect ourselves from credit card fraud. For orders of significant value we may require credit card confirmation from you. This is a simple process that involves you checking your credit card statement for a small charge ($2.00 or less in value) that has been charged and refunded immediately. 

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Q. How can I track the progress of my order?
A. You can check the status of your order by logging into your account and clicking on My Account at the top of our website. You will be able to see the status of your order. If you have any questions please feel free to email us. 

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Q. What are the conditions of purchase?
A. Once you place an order for goods this will be confirmed by either email or a telephone call. Tennis Warehouse Australia does not guarantee the availability of a product we have advertised, however we will immediately notify you if we are unable to provide you the product you have ordered. 

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Q. What is the social media policy of Tennis Warehouse Australia?
A. We respect that all of our customers will have a range of opinions and enjoy debating and sharing these opinions online. Tennis Warehouse Australia expects all posts on our Facebook page/forum/review pages to be courteous and respectful to other people. We maintain editorial control over these pages and reserve the right to edit, remove or exercise at our discretion not to publish your contribution for legal, editorial or operational reasons including if we consider it to be:

  • Defamatory or otherwise unlawful or that it violates laws regarding harassment, discrimination, racial vilification, privacy or contempt;
  • Intentionally misleading or false;
  • An infringement of intellectual property;
  • Abusive, offensive or obscene;
  • Inappropriate or irrelevant to the conversation or product.
We welcome you to contact us if you feel a post/comment is inappropriate.  

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Q. When a free shipping promotion is running, why aren’t all products free to ship?
A. Please note that there are certain bulky items that we are not able to include in any of our shipping promotions. These include: Table tennis tables, supper soppers, and umpire chairs. These items all require a quotation for shipping due to their bulky nature. We only offer free shipping within Australia. If you live on one of the islands or Territories of Australia free shipping may not be possible, please contact us for further information.  

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Q. What are the price matching conditions?
A. Tennis Warehouse Australia will price match the price if the following conditions are met:
  • The retailer must be located within Australia
  • The retailer must be an authorised seller for the item being price matched
  • The item being sold must be in stock at the store advertising the lower price
  • Tennis Warehouse Australia must have stock available of the item you are trying to price match
    Special exclusions:
  • We will not price match liquidation or going out of business sales
  • We will not price match if the price advertised is lower than our cost price
  • We will not price match any international sellers
  • We will not price match discontinued product lines
    While we are happy to offer a price matching service we reserve the right to refuse a price match even if the above conditions are met.  
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    Q. How long will it take to receive my order?
    A. Wherever possible, we will pack your order on the next business day and send you your tracking details when it leaves. Delivery estimates are:

      Standard Postage eParcel Express Post*
    Melbourne
    1 - 2 Business Days
    Next Business Day
    Victoria
    1 - 3 Business Days
    Next Business Day
    Sydney
    1 - 3 Business Days
    Next Business Day
    NSW
    1 - 4 Business Days
    Next Business Day
    Adelaide
    1 - 2 Business Days
    Next Business Day
    South Australia
    1 - 4 Business Days
    Next Business Day
    Brisbane
    2 - 4 Business Days
    Next Business Day
    Queensland
    3 - 5 Business Days
    Next Business Day
    Western Australia
    3 - 6 Business Days
    Next Business Day
    Northern Territory
    5 - 7 Business Days
    Next Business Day
    ACT
    2 - 3 Business Days
    Next Business Day
    Tasmania
    3 - 4 Business Days
    Next Business Day

    *eParcel Express Post is not covered in the Express Post Guarantee.

    If you experience a delay with receiving your parcel(s) we recommend you contact your local Australia Post outlet to see if they are holding it for you. Please also feel free to contact us if you would like us to assist you with tracking your parcel(s). 

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    Q. What if I want to change my order?
    A. Please contact us by email or phone asap and we will help you if we can.  

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    Q. What if I don't receive my parcel?
    A. In the unlikely event that you don't receive your package within an acceptable period of time please don't hesitate to email or call us. We will do everything we can to help you. 99.9% of our deliveries reach the customer within a few days and if it doesn't we will resolve the problem as quickly as possible.  

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    Q. Why isn't my tracking number working?
    A. When you receive your order confirmation email you will get your unique tracking number. The online tracking number will not update until later that night when Australia Post or the courier collects your parcel. Orders packed on the weekend will not be picked up until Monday afternoon.  

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