Thanks for shopping with luzzpickleball.com.

To keep track of your order, contact luzzpickleball.com (service@luzzpickleball.com) so we can provide you with the order's tracking number.

Order Processing Time

• It is the time elapsed between when the customer places the order and when the seller hands the order over to the delivery service.
• Generally, orders are shipped within 1-2 working days of order confirmation/payment. Orders made on the weekends might experience delay.
• Our warehouse only operates on Monday – Friday during standard business hours, except on holidays. In these instances, we take steps to ensure shipment delays will be kept to a minimum.

Shipping Cost & Transit Time

• Shipping Cost: Free shipping on orders over $30 USD to most countries. A small number of countries may have a modest shipping fee, shown clearly at checkout. **Please note: free shipping does not apply to Hawaii and Alaska. Shipping to these locations starts at $10 USD, with the exact rate shown at checkout.**
• Expedited Shipping:
  • United States: Flat rate of $35 USD. Expedited orders shipped from our US warehouse arrive in 1-3 days.
  • All Other Regions: Flat rate of $25 USD. Estimated transit time for expedited orders is 3-5 days.
• Transit Time: We maintain local warehouse facilities in the United States, Malaysia, Singapore, the Philippines, and Vietnam. Orders are fulfilled based on the principle of shipping from the nearest available location.
  • When the item is in stock at your local warehouse, the estimated transit time is 3-5 working days.
  • If your local warehouse is out of stock, we will ship your order from the nearest available facility; in this case, the estimated transit time is approximately 7-15 working days.

Total Delivery Time = Processing Time + Shipping Time (depending on your location)

Shipping Location: Luzz Pickleball offers global shipping.

tracking

You will receive an email when your order has been shipped. A tracking number will be provided (the tracking number will be active within 24 hours). Please note: This may take longer during events or holidays.
Tracking information may take 12 to 24 hours to update.
If you cannot track your package normally, please contact us and we will resolve this issue within 12 hours.

order cancellations

Orders may be cancelled for a full refund if an email request is sent to our support team within 12 hours of placement. 

Once the 12-hour window has passed:
If the order has not yet shipped: We will make every effort to cancel the order before it leaves our facility.
If the order has already shipped: Cancellation is no longer possible. In this case, please follow our standard return process upon receipt of your parcel. 
Return Shipping: Please note that all return shipping costs are the responsibility of the customer.

Return & Refund

No-Regret Trial (Change of Mind - "Don't Like It"):
Returns are accepted within 7 calendar days from the date of delivery (calculated from the day delivery is confirmed according to logistics tracking information) if you simply don't like the item after trying it. Customer is responsible for return shipping costs. Returns will not be accepted after 7 days or if the item has been heavily used.

Unused Items:
Unused items in brand new condition can be returned within 30 calendar days from the date of delivery.

Condition Requirements (General):
Items must have all original packaging, tags, accessories, and seals intact where applicable.
Proof of purchase (receipt or order number) is required. 
Use a tracked shipping method with signature confirmation for returns. We are not responsible for lost or damaged returns.

Specific Condition Requirements for Used Paddles: 
To be eligible for return under the no-regret trial or general returns:
No modifications of any kind (weighting tape, additional grip tape beyond standard, or edge tape additions are permitted if easily removable and not damaging).
The original grip must not be altered, removed, or replaced.
Must be lightly used only, with no significant wear, scratches, scuffs, or damage.