Return, Refund & Exchange Policy

Most eligible items may be returned within 30 days of delivery for a refund or exchange, provided the merchandise is:

-Unused and in new, resalable condition

-Free from signs of play, wear, dirt, scuffs, odors, or damage

-Unmodified from its original condition

-Returned with all original tags, accessories, manuals, packaging, and product components

-Accompanied by proof of purchase or the original order number

Returns that do not meet these requirements may be refused.

We understand that choosing the right paddle is important. However, once a new paddle has been played with, it can no longer be sold as new.

Paddles being returned must be unused and in new condition.

A paddle may not be eligible for return if it shows signs of use or modification, including:

-Ball marks

-Scratches or surface wear

-Edge guard damage

-Grip wear

-Added overgrips or replacement grips

-Lead, tungsten, weighted tape, or other modifications

-Stickers or adhesive residue

-Any other signs that the paddle has been played with

Manufacturer defects are handled separately under the Defective Products & Manufacturer Warranty section below.

Shoes may be returned within 30 days if they are unworn and in new condition.

We recommend trying shoes on indoors on a clean surface before deciding to keep them.

Shoes showing court wear, outdoor wear, dirt, sole wear, scuffs, stains, or other signs of use cannot be returned.

Shoes must also be returned in their original shoe box and packaging. Please do not attach shipping labels or tape directly to the manufacturer's shoe box.

Apparel

Apparel may be returned within 30 days if it is:

-Unworn

-Unwashed

-Free from stains, odors, deodorant marks, pet hair, or other signs of use

-Returned with original tags attached when applicable

For sanitary and resale reasons, certain products cannot be returned once opened or used.

This includes, but is not limited to:

-Pickleballs removed from their sealed retail packaging

-Replacement grips

-Overgrips

-Grip accessories

-Athletic or consumable products that have been opened or used

Unopened and unused products may be eligible for return within the standard 30-day return period.

Accessories may be returned within 30 days provided they are unused, undamaged, and returned with their original packaging, tags, cases, accessories, and components.

The following items are not eligible for return or exchange unless they arrive damaged, defective, or incorrect:

-Gift cards

-Items specifically marked

Final Sale

-Clearance items marked Final Sale

-Used or previously played-with products

-Demo or rental equipment sold as used

-Customized or personalized products

-Opened consumable products

-Items damaged through misuse, neglect, modification, or normal wear and tear

A promotional or discounted item is not automatically Final Sale unless it is specifically identified as such at the time of purchase.

If your order arrives damaged, defective, or you receive the wrong item, please contact us as soon as possible, preferably within 3 business days of delivery.

Please include:

-Your order number

-A description of the issue

-Photos of the product

-Photos of the packaging and shipping box if the item was damaged during shipment

Do not discard the product, packaging, or shipping materials until we have reviewed your request.

If we determine that we shipped an incorrect item or the product was damaged during shipment, On-the-Go Pickleball Shop will cover the reasonable return shipping cost and work with you on an appropriate replacement, exchange, or refund.

If your order arrives damaged, defective, or you receive the wrong item, please contact us as soon as possible, preferably within 3 business days of delivery.

Please include:

-Your order number

-A description of the issue

-Photos of the product

-Photos of the packaging and shipping box if the item was damaged during shipment

Do not discard the product, packaging, or shipping materials until we have reviewed your request.

If we determine that we shipped an incorrect item or the product was damaged during shipment, On-the-Go Pickleball Shop will cover the reasonable return shipping cost and work with you on an appropriate replacement, exchange, or refund.

Eligible items may be exchanged for another size, model, color, or product, subject to availability.

If there is a price difference between the original product and the replacement product, the customer will be responsible for the difference or will receive the applicable refund.

Because our inventory can change quickly, we cannot guarantee that a replacement item will remain available while a return is in transit.

Please contact us before shipping any item back.

Include your:

1.Name

2.Order number

3.Item you would like to return or exchange

4.Reason for the return or exchange

Once your return is approved, we will provide return instructions and the appropriate return address.

Do not mail merchandise to a previous store address or another address associated with On-the-Go Pickleball Shop unless we have specifically instructed you to do so.

Returns sent without authorization may be delayed or refused.

If a local in-person return option is available, we may also provide those instructions when your return is approved.

For standard returns involving a change of mind, incorrect size, preference, or similar reason, the customer is responsible for return shipping costs.

On-the-Go Pickleball Shop will cover reasonable return shipping costs when:

We shipped the incorrect product

The product arrived damaged due to shipping

The product arrived with an apparent defect that we determine qualifies for return

Original shipping charges are non-refundable unless the return resulted from an error by On-the-Go Pickleball Shop.

We strongly recommend using a trackable shipping service for returns. We are not responsible for return packages that are lost or damaged before reaching us.

Once your return is received, we will inspect the merchandise to confirm that it meets our return requirements.

If approved, your refund will be issued to the original form of payment.

Please allow approximately 5–10 business days after approval for the refund to appear on your account. Processing times may vary depending on your bank or payment provider.

Shipping charges, expedited shipping charges, and other non-product fees are generally non-refundable unless the return was caused by an error on our part.

Our paddle demo program and equipment rental programs are governed by their own terms and agreements.

Rental or demo fees, credits, return requirements, damage provisions, and other program-specific conditions are not governed by this online merchandise return policy.

Please refer to the applicable Demo or Rental Agreement for those programs.

We reserve the right to refuse a return, refund, or exchange when merchandise:

-Does not meet the conditions described in this policy

-Shows evidence of excessive use or intentional damage

-Has been altered or modified

-Is missing significant components or packaging

-Was obtained or returned through suspected fraudulent activity

We also reserve the right to restrict future returns in cases of repeated or abusive return activity.