Refund policy
Return & Refund Policy
Returns
We have a 30-day return policy. You have 30 days after receiving your item to request a return.
To be eligible, items must be unused, in the same condition you received them, in their original sealed or unopened packaging with tags, plus a receipt or proof of purchase. Paddles count as used once they've been played with or show wear on the face or edge guard, or once the grip, overgrip, protective film or original packaging has been removed or changed.
To start a return, email mailto:info@ontariopickleballacademy.com. Once we approve it, you can drop the item off at any of our OPA locations during store hours (please check store hours before visiting) or ship it to us. If you ship it, return shipping is paid by you, unless the item was defective or damaged when it arrived and reported before use. Items sent back without approval won't be accepted.
Approved returns are subject to a 3% processing fee and a restocking fee of $15 or 15% of the item price, whichever is less. Returns from outside Canada may have extra fees. You can avoid these fees by choosing store credit.
Store Credit
For any approved return or cancellation, you can choose store credit for the full value of your item, with no processing or restocking fees. Store credit is added to your OPA customer account, can be used online or in store, does not expire, and cannot be exchanged for cash. Gift returns are refunded as store credit only.
Exchanges
We're happy to help with exchanges. To start one, email mailto:info@ontariopickleballacademy.com within 30 days of receiving your item. Items must meet the same conditions as returns.
Once we approve the exchange, we'll tell you which OPA location has your new item in stock. Bring the original item there during store hours (please check store hours before visiting), or ship it to us at your own cost. We'll process the exchange when we receive and inspect it:
• If the new item costs more, you'll pay the difference.
• If the new item costs less, we'll refund the difference to your original payment method or as store credit.
If you exchange by mail, you pay shipping both ways: sending the original item to us and having the new item shipped to you. Original shipping charges are not refunded. Exchanges are subject to stock availability.
Order Cancellations
In-stock orders cancelled before they ship get a full refund, including shipping. Once an order has shipped, our return policy applies. Pre-orders follow the pre-order policy below.
Pre-Orders
Pre-order items are ordered from our suppliers specifically for you. By placing a pre-order, you agree to the following:
• Pre-orders are final once placed. Any cancellation or return is at our discretion.
• If we approve a cancellation or return, you can choose full store credit, or a refund to your original payment method minus a 3% processing fee. Pre-ordered paddles and pre-orders over $300 also have a $15 restocking fee.
• These terms also apply to pre-order items after they arrive. The standard 30-day return policy does not apply to pre-orders.
• Estimated arrival dates come from our suppliers and may change. We'll email you about any delays. If we can't deliver within 30 days of the estimated date we gave you, you can cancel for a full refund with no fees.
Damages and Issues
Please check your order when it arrives. If an item is defective, damaged or wrong, email us within 5 days of delivery with photos, and keep all packaging. We'll make it right, including return shipping. Many products have manufacturer warranties. We'll handle the claim with you, or direct you to the brand if it has to go through them.
Lost or Undeliverable Packages
If tracking shows your order as delivered but you can't find it, contact the carrier first, then email us. Orders that are refused or go unclaimed will be refunded minus shipping and the 3% processing fee.
Non-Returnable Items
• Final sale items
• Shoes
• Protective eyewear
• Compression wear, socks, insoles, hats and other worn clothing
• Opened ball packs, and opened or installed grips and overgrips
• Paddles that have been customized or changed in any way
• Demo, clearance and open-box items
• Custom, special-order or personalized items
• Personal care items
• Gift cards
Free gifts that came with a purchase must be returned with the item.
Refunds
Once your return is received and approved, your refund goes to your original payment method within 10 business days. Your bank may take extra time to post it. If it's been more than 15 business days since approval, email info@ontariopickleballacademy.com.
Questions
For any questions about returns or exchanges, contact us at info@ontariopickleballacademy.com.