FAQ
Frequently Asked Questions
WHO ARE WE?
Pro Racket Sports is the online pro-shop of NorthWest Badminton & Tennis.
We are one of the largest official distributors of YONEX, VICTOR, Mizuno, Redson and Gosen in the United States. Every single brand and product we carry are carefully hand-picked by our team, we would not sell you anything we don't trust! We have a professional team who is passion about everything related to badminton, and dedicate their time in choosing badminton equipments for all levels.
As part of Yonex Official Stringing Team in the USA, we are proud of our stringing service. We provide efficient and professional stringing services with our latest fully-automatic electric stringing machines. Our licensed stringers are here not only stringing your rackets with the highest quality, but answering all questions you have.
Serves Only The Best. This is what Pro Racket Sports and NorthWest Badminton & Tennis always believe in and follow. We only serve you nothing but the highest quality of service, and we always put our customers first.
Your satisfaction is our priority. Open lines of communication are always open for you, so please contact us if you have any concern regarding products, or simply anything related to racket sports! We are more than happy to help you and please come visit us when you're around the area! We have special free demo racket session in store and we have professional staffs here to help!
HOW DO I CONTACT PRO RACKET SPORTS?
For questions or concerns regarding your order, you can reach us at:
Phone: (425)454-8498
Email: shop@proracket.net
Address (NorthWest Badminton & Tennis): 1429 130th Ave NE, Bellevue, WA 98005
YouTube Channel - NorthWest Badminton
WHAT ARE YOUR STORE HOURS?
Monday - Friday: 1-8pm
Saturday: 11am - 7pm
Sunday: 11am - 6pm
WHAT KIND OF PAYMENTS DO YOU ACCEPT?
Pro Racket Sports accepts payment by Visa, Mastercard, American Express, and Discover credit cards. Alternatively, you may use Paypal to make your payment. We do not accept COD order, cash, or personal checks. During the checkout process you may choose any of our current payment options and continue to place your order. Please note that we will not ship your order until we receive payment from you.
DO I HAVE TO PAY SALES TAX?
You only have to pay sales tax if you are located in the same state as our retail store in Washington.
I HAVE QUESTIONS ON MY CHARGE/ORDER.
Click the ''My Account'' icon at the top right hand side of our site to review your order history with your financial records. If you have further questions or concerns, please contact customer service via email to shop@proracket.net or call us for further assistance.
Please refer to our Shipping Policy if you can't find your answer here.
WHEN WILL MY ORDER BE SHIPPED?
Due to the higher than normal volume, current handling time is 3-7 business days for all orders.
We process all orders 7 days a week excluding holidays. If order is placed over the weekends, it will be processed and shipped on the following working day.
If you do not receive a tracking number within 3 days business days please notify us right away so that we can check on your order.
HOW MUCH IS SHIPPING?
It depends on where the destination is.
Your shipping rates are automatically calculated by our online store during the checkout process based on your shipping address and country.
We offer free shipping on the following orders:
U.S. Orders (excluding Alaska & Hawaii.) over $150.
Canada Orders over $300.
International Orders over $400.
Some items are not eligible for free shipping, please contact us if you have any questions and would like to get a quote on shipping cost.
DO YOU SHIP TO WHERE I LIVE?
Please contact us directly via email for a shipping quote if you need more information.
WHERE IS MY ORDER SHIPPED FROM?
We have two warehouses, one is located in United States, the other one is in Taiwan.
Your order will be shipped from either one of the warehouses depends on the item and destination.
HOW LONG DOES IT TAKE TO RECEIVE MY ORDER?
The delivery time varies, especially under this crazy delivery chaos. You will see the estimated delivery time when you choose the delivery options at checkout.
Pro Racket Sports cannot guarantee when an order will arrive sent by free shipping. All information is only an estimate. We encourage you to order in a timely fashion to avoid delays caused by holidays, shipping or product availability.
If you require them to arrive quicker than regular time frame please contact shop@proracket.net for an Express shipping quote.
DO I HAVE TO PAY FOR DUTY TAX?
Your country may charge taxes and duties on international orders. These taxes and duties will be the customer's responsibility.
CAN I TRACK MY ORDER?
Click on ''Track My Order'' on the very right hand side of the top menu bar or you can also find it on the very bottom of the website, under Customer Care Menu.
I DID NOT RECEIVE MY PACKAGE. WHAT CAN I DO?
If you did not require your signature during your package delivery, Pro Racket Sports will not be liable for all lost packages delivered with no presence of recipients or was left at the front door by the courier. To make sure parcels are delivered to you even without requiring your signatures, please make sure that you are present in your shipping address during the time of delivery.
Your parcel tracking status will be updated from time to time to keep you posted on your package delivery status.
Please note that we do not have more information than what you see on the tracking page.
MY MERCHANDISE IS DAMAGED DURING SHIPPING. WHAT CAN I DO?
When receiving your packages please check to make sure there is no damages from the delivery. If there is any issues please let us know right away. If nothing is reported within 7 days that you received the package we will no longer accept claimants.
Please have the following documentations ready when you try to file a claim:
1. Pictures of outer box clearly showing the damage
2. Pictures of the merchandise clearly showing the damage
3. Your order number.
Please send the information to shop@proracket.net. Upon verification, our team will contact you on your next steps.
Pro Racket Shop offers a 14-day conditional return policy for all of its products purchased at regular price, except badminton shuttles. Any "unused" products may be returned at buyers cost, minus shipping charges from the original invoice, within 14 days of the Purchase date(or 14 days of the delivery date if your order was shipped).
Refunded in STORE CREDIT ONLY.
* Store credits cannot be used towards Shipping/Handling fees.
Pro Racket Sports offers the lowest price possible. Purchases made during a SALE or on CLEARANCE are FINAL SALE and cannot be returned or exchanged. We do not offer price adjustments unless your order has not been shipped out yet.
Returns and exchanges will only be accepted for items that are in NEW, unused condition, with all original packaging. Any items showing signs of usage or opened packaging will not be accepted.
*Please note that there is a minimum $2 transaction/handling fee for order cancelling.
Please see chart below:
Cancelling Regular Orders: $2.00 USD
Cancelling Pre Orders: $5.00 USD
After tracking is received: $5.0USD
If shipped out already: $8.00 USD + Shipping cost
*Charges are made due to credit card fees, handling time, package materials, etc.
Rackets that have already been strung will be subject to a full stringing service charge depending on the type of strings you have selected.
If items are unavailable and cannot be fulfilled, a full refund will be issued.
HOW TO RETURN OR EXCHANGE?
If returning from an order purchase eligible for free shipping that will total under $150, the buyer must cover for the standard shipping fee covered by Pro Racket Shop from the original order.
See here for shipping policy.
Please contact us prior to shipping back an order.
Rackets:
Manufacturer plastic wrap on handle is not tampered, all stickers and tags are still in place as it was when new, must include original cover.
If a racket was requested to be strung by Pro Racket Sports, it is considered a customized racket and is not eligible for return.
If a racket was ordered to be unstrung but was strung by a third-party, the racket is considered used and not eligible for return.
Rackets pre-strung from the manufacturer are eligible for return if the manufacturer plastic wrap is still intact with handle and strings must show no sign of wear and tear or usage.
Shuttlecocks:
Bulk orders of 10+ tubes are subject to a 20% restocking fee and shipping costs if being returned.
Shoes:
Shoes must be unworn with all tags attached and in the original box.
We will not accept shoes with clear dirt marks, if you have only worn them inside your home, please make sure the soles are clean before returning otherwise.
If Shoe Box is returned damaged subject to a 20% restocking fee.
All Other Items:
Products must be in its original packaging, unopened, unworn and with all tags and/or stickers still attached. The packaging of the item must be returned in the same condition, if not subject to 10% restocking fee.
All Returns/Exchange must be sent back to Pro Racket Shop using pre-paid shipping(buyer pays all shipping costs), insured that the packing is in the same packaging or securely packed(any damages from the return, buyer will need to claim shipper for insurance, it will no longer be eligible for return). All Returns/Exchange must also have the order number written on the outside of the box for smooth process. Pro Racket Shop is not responsible for any returns sent without notice.
IMPORTANT:Pro Racket Sports is not responsible for any custom clearance fees (or any other fees applicable).
Return packages will not be accepted until the customer has paid for the fees.
All payments are charged in USD, thus all refunds are made in USD. If you are purchasing from outside of United States (I.e. Canada), the exchange rate will be in effect and may not be equivalent to the exact amount paid in CAD. Pro Racket Shop can offer store credit so that you can retain the full value, however we are not responsible for any amount lost due to currency exchange.
Returns/Exchange Pro Racket Sports
1429 130th Ave NE
Bellevue, WA 98005
New exchanged items will only be shipped out after we have received the returned item in its original condition. The buyer must make a payment for the standard shipping costs to ship out the exchanged item.
All rackets purchased from Pro Racket Shop has a 1 year Manufacture Warranty from the day that it was purchased. This warranty covers Manufacturer defects only and does not cover accidental damage. As such, it is NOT 100% guaranteed that a claim will yield a new Racket. For situations where Yonex, Victor, Mizuno decides that a racket has a Manufacturer defect, the company will provide a new racket (frame only). Please do not cut the string as this voids all warranty. This process usually takes approximately 8-12 weeks.
** Reminder **
Custom String Service - Pro Racket Sports does NOT offer a warranty on string service/replacement. After the product has been received, the condition / performance of strings are the responsibility of the racket's owner / person received. Pro Racket Sports reserves the right to refuse replacement on any strings after customer delivery.
- Impact Damage: NOT covered as they are not considered a manufacturing defect. Cracks or fractures on any part of the frame that are accompanied by dents, scratches or flat spots will be considered as caused by a strong impact on the ground or a sharp corner and are therefore deemed as a result of racket abuse. Racket abuse is not covered by warranty.
- String Breakage: NOT covered as they are not considered a manufacturing defect. String on racket is a wearable part, and will need to be replaced at a regular interval. You need to restring your racket. It's very common occurrence with badminton players.
In all warranty process or claim, all decision is made by the respective manufacturer. Pro Racket Sports is not involved in any way in the warranty claim decision.
Yonex Rackets:
***IMPORTANT***
Please contact us directly at Pro Racket Shop for all warranty inquiries. Racquets must be sent back to Pro Racket Shop unless otherwise requested to process for warranty through YONEX USA.
***Racquets strung ABOVE the recommended tension of the racquet will void warranty. ***
Yonex Badminton racquets are guaranteed for 1 year and Yonex Badminton Shoes are guaranteed for 1 month from date of consumer purchase against manufacturers defects in materials and workmanship only.The above warranty does not apply to string breakage or to racquet breakage caused by intentional or inadvertent misuse as determined by Yonex USA.Replacement racquets do not qualify for additional warranty.The above guarantee covers replacement of frame only. Stringing will be an extra charge.All shipping costs will be at the buyer’s expense including:Prepaid shipping to Pro Racket Shop$15 shipping/handling charge to Yonex USAStandard flat rate shipping for the replacement racquet back to your location (if warranty claim is accepted).
To process the claim:To file a claim, contact shop@proracket.netEmail heading: ‘Order# _____ - Warranty Claim’Please attach photos of the defective itemBrief description 2. Securely package the merchandise. Pro Racket Shop is not responsible for any damages for the package while in transit. Please write your order number on the outside of the wrapped box as given to you to request for a warranty claim. 3. Include a copy of the invoice inside the box. 4. Prepaid Shipping to:Pro Racket Shop (Order#_____)1429 130th Ave NE Bellevue, WA 98005 5. Your warranty will be processed within 8-12 weeks upon receipt of package. This includes the time it takes to ship the racket to the manufacturer as well as the manufacturer inspecting the racket and shipping it back. Victor Rackets:Please keep all proof of purchase items you can to help provide a time line of when your Victor product was purchased, as this will affect warranty terms.
Click here to download Victor North America's Warranty Intake Form
Victor Rackets North America
ATTN: WARRANTY
Suite #105 338 West 8th Avenue Vancouver, BC, Canada
V5Y 3X2
Phone: 604-875-1070
Toll Free: 1-877-875-1070
Email: info@victorracquets.com
Victor items can be shipped directly to Victor Rackets North America.
Shoes:All shoes manufacture defect only warranty within 30 days of purchase.
All other items: Must contact shop@proracket.net with pictures of the item within 14 days of the delivery date and email explaining where it is defective. If it was a shipping damage Pro Racket Shop will file a claim with the courier. Process usually takes approximately 2-6 weeks.
1. To file a claim, please contact shop@proracket.net• Email heading Order# _____ - Warranty Claim
• Email photos
• Brief description
2. Pack the merchandise in its original packaging. Pro Racket Shop is not responsible for any damages for the package while in transit. Please write the Authorize Code number on the outside of the box as given to you by request for a Warranty Claim.
3. Include a copy of the invoice inside the box.
4. Your warranty will be processed within 8-12 weeks upon receipt of package. This includes time it takes to ship the racket to the manufacturer as well as the manufacturer inspecting the racket and shipping it back.
5. If your racket is replaced you will be responsible for any additional shipping charges and stringing services.
We are here to answer all your questions and concerns!
Please do not hesitate to reach out to us at
Phone# (425)454-8498
email: shop@proracket.net