🛒 Orders & Shipping FAQs

Yes — you can cancel your order as long as it hasn’t been fulfilled yet.

To cancel automatically:

• Use Contact Us on the website.
• In the message field add a note "Cancel my order" along with order number.
• If your order hasn't entered the fulfillment process, it will be canceled immediately.

If the cancellation window has passed, don’t worry — you can still return the item after delivery for a full refund.

Tracking your order is easy 

✅ 1. Email Confirmation

Once your order is shipped, you’ll receive a confirmation email with a tracking number. You can click the link in that email to follow your shipment via the carrier's website.

⏱ How long will it take to get my order?

We work hard to ship your order as quickly as possible — often on the same business day.

US Standard Shipping (USA)

• Delivery time: 3–4 business days
• Processing time: Usually 1 business day, up to 2 during busy periods

📦 Daily Cut-Off Time

• Orders placed before 12 PM (noon): usually ship the same business day
• Orders placed after 12 PM: ship the next business day
• Orders placed on Friday after 12 PM, weekends, or holidays: ship the next business day

You’ll receive a confirmation email with tracking info once your order is on the way.

💡 Sometimes tracking shows "Label Created" for longer than expected.
This can happen if the shipping carrier didn’t scan the package right away — your order may already be on the move!

💬 Need help?

For quick support, reach out to us via:

• Contact Us Form 

We’ll get back to you quickly!

If your order hasn’t shipped yet, it’s usually due to one of the reasons below:

⏳ 1. Processing Time

Most orders are processed within 1 business day, but during busy periods it can take up to 2 business days.

🕛 2. Cut-Off Time

Orders placed after 12 PM ET are processed the next business day.

📆 3. Weekends or Holidays

Orders placed on weekends or holidays begin processing on the next business day.

💳 4. Payment Issues

If there’s a problem verifying your payment, this could delay processing.
Please double-check your inbox for any follow-up emails from us.

📦 5. Inventory Updates

On rare occasions, an item may be temporarily out of stock. If that happens, we’ll notify you right away and provide options.

💡 If everything looks good on your end but your order still hasn’t shipped, we’re happy to help!

💬 Need help?

Reach out to us for quick assistance:

• Contact Us Form

Yes — if your order hasn’t been fulfilled yet, you can update the shipping address directly through our Contact Us form.

✨ How it works:

• Open the Contact Us form on our website
• Simply note you’d like to update your shipping address
• If your order hasn’t entered fulfillment, the change will be processed

Once the order is being prepared or the shipping label has been created, we can no longer make changes to the shipping address or shipping speed.

Please note:

• Orders cannot be canceled once the shipment is prepared
  If you no longer want the order, you can return it after delivery following our return policy
• Need to make a change? Contact us as soon as possible — before fulfillment begins.

💬 Need help?

For the fastest support, use:
Contact Us Form 

🚚 Which carrier do you use?

We primarily ship with UPS, as they’ve proven the most reliable for the type of goods we sell.

If you qualify for Free Shipping, your order will usually ship with UPS Ground — it offers great value while ensuring safe and timely delivery.

✨ What to expect:

• Most orders ship with UPS
• Free Shipping typically ships with UPS Ground
• Tracking info is sent automatically as soon as your order ships

Have a specific carrier request? Let us know before the order ships — we’ll do our best to accommodate.

💬 Need help?
For the fastest support, use:
• Contact Us Form

We only deliver within the U.S. — and we’re fully committed to supporting the growing Padel community across the country.

✨ Why U.S.-only?

• Due to brand restrictions, we’re only authorized to sell within the U.S.
• This is common across Padel retailers — most are limited to their own regions
• This ensures we offer only authentic products with valid warranties and support

Focusing solely on the U.S. allows us to provide:

• Fast, reliable shipping with no customs or surprise fees
• Personalized support from our U.S.-based team
• A strong commitment to helping grow the sport locally

⚠️ Reminder:
European shops are not authorized to sell to U.S. customers either.
Buying from authorized U.S. retailers ensures full warranty coverage and product authenticity.

Got a question or special request? Reach out — we’re always happy to help.

💬 Need help?
For the fastest support, use:
• Contact Form

If your tracking shows “Label Created – UPS has not received the package yet,” it usually means the shipment is prepared but hasn’t been picked up or scanned by UPS yet.

✨ What’s happening behind the scenes:

• Your package is ready, but UPS hasn’t picked it up yet
• Sometimes we prep orders after the driver has passed — in that case, pickup happens the next business day
• Occasionally, the driver picks it up, but the first scan doesn’t happen until it reaches the next UPS facility

⏳ What should I do?

• If it’s been less than 48 hours, hang tight — tracking should update once UPS scans it at the next facility
• If it’s been more than 48 hours with no movement, reach out to us and we’ll help right away

📦 Lost Packages

If your tracking hasn’t updated in several days or your package appears to be lost, here’s what to do:

1. Contact UPS first — the courier can often help locate the package or provide an update.
2. If the issue isn’t resolved, reach out to our support team immediately with your order number.

We’ll investigate with UPS and open a claim on our side if needed.

⚠️ Do not open a claim directly with UPS yourself, as it may interfere with our ability to handle the case and can reduce the chances of a successful resolution.

📸Damaged Packages

If your package arrives damaged, let us know within 48 hours of delivery. Contact us through our contact us form with:

• A short description of the issue
• Clear photos of the damaged item(s) and the shipping box

We’ll review your case and arrange a replacement or refund as quickly as possible.

🛡️ We go the extra mile to protect your order

At Smash House Padel Shop, we do everything we can to make sure your order arrives in perfect condition:

• We use filler paper and protective packaging, especially for fragile products like rackets
• We ship with UPS for their high reliability
• Orders over a certain value are automatically covered with extra insurance
• You can also add Shipping Protection at checkout — if your racket is lost, damaged, or stolen, we’ll send a replacement express after a short claim form is completed

We’re really sorry about that — we know how frustrating this can be. Don’t panic — we're here to help and will do everything we can to resolve the situation quickly.

✨ First, double-check a few things:
• Review the tracking page to see if a reception name or signature was recorded
• Ask neighbors, building staff, or anyone nearby who may have accepted the package on your behalf
• Double-check around your delivery area (porch, side door, mailbox, etc.)

If you still can’t locate the package, contact us right away using our Contact Us Form.

⚠️ Don’t open a claim directly with UPS before contacting us — this can interfere with our process and lower the chances of a successful resolution. We'll handle it for you.

🛡️ We go the extra mile to protect your order

At Smash House Padel Shop, we take delivery issues seriously — and we’ve got your back.

If you purchased Shipping Protection at checkout, we’ll send you an express replacement as soon as you complete a short claim form — no stress.

💬 Still missing your package? Start a dialogue with us using our Contact Us Form and we’ll take care of the rest.

Yes — if you're traveling to the US and want your order delivered to a friend’s house, hotel, or Airbnb, we can schedule the shipment to match your timeline.

✨ How it works:
• Before placing your order, reach out to us via our Contact Us form
• Let us know your desired delivery window (we recommend at least 2 days)
• You can go ahead and place your order
• We’ll hold the order and ship it at the right time to align with your request

📦 While we can’t guarantee the exact delivery date (due to carrier variability), we’ll do our best to make it land within your chosen window.

Please note:
• A 2–3 day buffer is recommended to avoid delays
• Orders must be placed after confirming with our team

Planning a trip? Reach out first — we’ll help you get the timing right.

Yes — as long as your order hasn’t been fulfilled (and packed), we can still add or remove items for you.

✨ How it works:
• Contact us via our Contact Us form as soon as possible
• Let us know what you’d like to add or remove
• We’ll manually update your order and ensure everything is correctly included

📦 Please note:
• Updating your order may slightly delay shipping since we handle these manually
• You can also place a new order, and we’ll cancel the first one (as long as it hasn’t been fulfilled)

⏳ Need changes? Reach out quickly — once your order enters fulfillment, no changes can be made.