Returns + Exchanges

If you're having second thoughts about your unused gear, and your purchase was made within 30 days, you can return it if the item meets our return policy listed below.

Can I Return Anything?

Almost — but there are a few important conditions.

• Items returned for satisfaction reasons must be unused and in resalable condition.
  Resalable condition means the product is brand new, unused, and returned in its original packaging with all tags attached.

• Once a product has been used, even slightly (e.g., paddles, balls, bags, etc.), it is no longer eligible for return, exchange, or refund.

• Sale items are eligible for exchange or store credit only, except for those purchased during our Black Friday/Cyber Monday sale, which do not qualify for return.

• All clearance, used, and demo products are final sale and cannot be returned or exchanged.
  Clearance items are defined as any product:

  • Discounted by 25% or more, or

  • Specifically labeled as "Final Sale"

We appreciate your understanding and encourage you to contact us if you're unsure whether an item qualifies for return.

Footwear Return Policy

We want you to be completely satisfied with your purchase. If for any reason you are not, we accept returns under the following conditions:

• Only new, unworn footwear is eligible for return or refund.

• Footwear must be returned in its original, brand-new condition, with no signs of wear, including on the soles.

• Returns must include the original shoe box and all packaging, also in new, undamaged condition. The shoe box may not be used as a shipping box.

• Used or worn footwear will not be accepted under any circumstances for return, exchange, or refund, due to hygiene and quality control standards.

• All returns must be made within 30 days of the original purchase date and be accompanied by proof of purchase.

We reserve the right to reject any return that does not meet the above conditions.

What items are returnable? 

• Items in unused and brand new condition
• Items in the original packaging with all the tags intact
• Within 30 days from date of purchase

What items are non-refundable? 

 The following items cannot be returned:

• Gift cards
• Clearance (final sale) items
• Used Footwear
• Used Paddles (even slightly) 
• Shipping insurance purchased on an order (Route)

The item I received is damaged!

If the purchased product arrives defective or damaged, reach out to us within 7 days of the delivery date and we will rectify this!

How do I submit a return request?

1. Log into your account by clicking on the profile icon in our store's navigation (located beside Search bar on desktop) or CLICK HERE.

 2.  In the "Email" field, enter your email address, and then click "Continue".

 3. In your email account, open the email sent from our store and copy the six-digit verification code included in the email then enter it into our login page. 

 4. Once in your account, click the order that you want to submit the return for and click "Request Return".

 5. Select the item(s) that you want to return. Please note "Final Sale" items are not eligible for return.

 6. Select a return reason and add a note for the store.

 7. Click "Submit request".

 

If your return request is approved and requires shipping, then you will receive an email with shipping instructions. All shipping charges for return product are the customer's responsibility. After the product is returned in new condition you receive a refund!

The Fine Print:

• Customers are responsible for shipping fees (for both directions if applicable) on items being refunded or exchanged. 
• Return shipping must be a pre-paid, traceable method to ensure safe delivery.
• Returned items found to be used (such as paddles) will be subject to a $60 restocking fee which will be deducted from the refund amount. Returned used footwear will not be refunded.
• Original shipping charges and Route shipping insurance are non-refundable. 
• A 15% restocking fee will be charged for the return of all portable net systems, permanent pickleball posts and nets and Sports Tutor ball machines. Restocking fees will be deducted from the refund amount. 

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In-Person Returns

Orders can also be returned to either of our retail locations:

Pickleball Depot Vernon
5107 25th Ave

Pickleball Depot Kelowna
#550-1950 Harvey Ave (Spall Plaza)

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Price Adjustment Policy

If a regular priced, in-stock item goes on sale within 7 days of the date you purchased it, you are entitled to a price adjustment in the form of a store credit for the difference of the original purchase price to the sale price. Pickleball Depot will not offer price adjustments for Black Friday, Cyber Monday, Boxing Week or Flash Sale promotions. In order to receive a price adjustment, you must come into the store with the receipt or in the case of online orders, contact our customer service by phone or email. 

Paddle Weight Requests

Paddle weight requests are welcomed at no additional charge and will be fulfilled to the best of our ability as inventory allows. We unfortunately cannot guarantee weight requests, however when the exact weight is not available we will fulfill the order the with a paddle that is +/- 0.1oz within the requested weight. Beyond a +/- 0.1oz the shipping department will contact you with alternative weight options. All shipping fees associated with paddle returns based on unsatisfactory weights are the responsibility of the customer.