When do my ordered items ship?
How can I see, where my package is currently?
How long does it take until I receive my merchandise?
I did not find an item or was not able to order in the requested quantity?
What can I return and what can I not?
How do I receive the bill for my order?
How do I get my money back after a return?
What needs to be considered with flocking individual textiles?
When do my ordered items ship?
We ship daily 1-2 times with our sender DHL. Items that are marked with 1-2 business delivery time, shipping follows within 24 hours, provided that payment took place or the order was successfully completed with payment option "on account".
How can I see, where my package is currently?
After shipping, you receive an email, in which the package number is noted. With this number, you can track the current status of your package on the internet site of DHL. In rare cases, this email will go into your spam folder, please check it, if you are waiting for the email with the package number.
How long does it take until I receive my merchandise?
We ship daily 1-2 times with our sender DHL. Items that are marked with 1-2 business delivery time, shipping follows within 24 hours, provided that payment took place. Items that are marked with longer delivery time, are currently in subsequent delivery and will be shipped in the marked time. The duration with DHL in Germany normally is 1-2 business days. DHL also delivers on saturdays. For foreign countries naturally some days more.
Can I ship to a pack station?
With DHL shipping, you can ship your packages to pack stations. It is exactly described in the order process, how to enter your data. Please note that some packages (for e.g. packed badminton rackets, sports bags and similar large items) are too large for a pack station. So you should avoid shipment to pack stations with larger packages. Here you can find all information, which package fit into a pack station.
I did not find an item or was not able to order in the requested quantity?
We have a warehouse with several 100m and are always anxious to deliver your ordered merchandise fast. But sometimes, we do not have high stock of individual products or there is a shoe not in the right size. As we obtain merchandise weekly from our suppliers, we can get most things on short notice. Send us an email to: info@racket-outlet.com and write us your wishes.
How is a return processed?
Please pack the merchandise that you want to return into the original packaging. Most of the time, you can use the package that we sent to you again for the return; you save packing costs and help to save the environment.
Please place the delivery slip (or a copy) to the return, on which you mark, which articles are being returned or exchanged. You can do this for e.g. by writing "return" or "exchange to". That helps us while processing the return.
According to the new EU consumer rights policy of 13 June 2014, you have to pay for the return as a customer, independently from merchandise value or payment.
There you can choose the method of the return freely. So, you can send us items via package, letter or as a small package. The sender can be chosen freely as well.
Please note though that letters and small packages do not receive a proof of delivery. For your security, or with returns of higher value, we recommend to send the return in an insured package.
What can I return and what can I not?
Technically, you can return almost all items within 14 days after receiving them. Excluded are only items that were made upon special request. For example, table tennis rubber that was glued and cut onto table tennis wood cannot be returned. Likewise, badminton frames that were stringed especially for you cannot be returned either.
Also, used items cannot be returned. A shoe worn for sports cannot be sold as new anymore and you want to be sure that you receive new and undamaged items from us. We thank you for your cooperation.
How do I receive the bill for my order?
The bill is sent via email, independently from your payment form. If you cannot find the email, please check your spam folder.
How do I get my money back after a return?
You receive the refund for your items on the same way, how you sent us the money.
On account
You receive a credit note via email. You can subtract this from the original billing amount and then transfer the amount to our account. Should you have already paid the full bill, then we will transfer the credit note amount to your account.
Prepayment/Bank transfer
We transfer the amount back to your bank account, from which you initiated the transfer.
PayPal
You receive your credit note amount to your PayPal account. The refund is safe and encrypted.
Credit Card
We re-credit the amount onto the credit card, with which you paid. The refund is safe and encrypted here as well.
C.O.D. service
For a refund, you have to send us your bank information. You can note the bank information with the return package or send it to us via email (info@racket-outlet.com).
How do I exchange items?
Please send us the items that you want to exchange and note your exchange wish on the delivery slip or on a piece of paper, which you place into the package. Should the requested item not be in stock, we will try to re-order it again at our suppliers. If this is not successful within 14 days, we will refund the amount of your return.
What needs to be considered with flocking individual textiles?
The textile finishing is done exclusively with high-quality machines and brand products at racket-outlet. This is how we can achieve the best possible quality on our side. Please note our information on flocking with textiles:
- Flocking is done in white or black, depending on jersey base color.
- Flocking is always done on the back of the textile, at about the height of the shoulder blades.
- Size is adjusted to text length and jersey size. The maximum width of the flock is 28cm.
- Font is Arial (bold).
- It is flocked single-row.
- The given flocking text is printed exactly, how you enter it. Please note the proper spelling and case sensitivity.
- With the flocking order, the delivery time is extended by about 4 business days, please note this during your order.
- With the individual textile finishing, the textiles are excluded from return and exchange.
- Should you need a larger amount of flocked textiles, please use our form for a request concerning club gear.
- Wash all finished textiles inside out at 30°C and delicates. Do not dry. This is how the flock offers the best durability.
