Customer Service
Returns and Exchanges |
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We take great pride in our reputation for quality and excellent customer service. If for any reason you are dissatisfied with a purchase, we will assist you with a prompt exchange or refund. Price AdjustmentsWe offer a one-time price adjustment if an item is marked down within seven (7) days of the date on your purchase. To obtain a price adjustment on an online purchase, you must call 1-888-932-2396 or send us an email message at experts@merchantoftennis.com within the seven (7) day window. Include your order number in your email message. If you are within the deadline, we'll refund you the difference in your original form of payment. Items purchased with a promotional discount are not eligible for price adjustments. See the offer associated with the specific promotion for details. A price adjustment for an online purchase will not be made at The Merchant of Tennis locations. We will not make price adjustments on online purchases for items featured in clearance pricing events. Sorry, there are no returns or exchanges on final sale merchandise, either online or in stores. New RacquetsTo return a new racquet there are two prerequisites: 1. The plastic wrap on the handle has not been removed. 2. The racquet has not been played with. The racquet does not have any ball fuzz on the strings or scrapes to the bumper guard. Defective RacquetsAll racquets sold by The Merchant of Tennis have a one year manufacturer's warranty. Defective racquets will be replaced by the manufacturer for one year after the purchase date. Racquets that have been bashed on the ground, run over, melted in the sun, etc. will not be replaced. If your racquet is replaced under manufacturer warranty you have three options: 1. You may choose to receive the manufacturer replaced tennis racquet. We will string it at no charge with the string provided by the manufacturer (usually a synthetic gut). The Merchant of Tennis will gladly ship your replacement tennis racquet via FedEx Ground, at no charge, providing the shipping address is inside Canada. United States of America and International customers will pay for the return shipping and related import costs. 2. You may choose to purchase a new tennis racquet while your defective racquet is being considered for warranty replacement. If your defective tennis racquet is replaced by the manufacturer you will receive credit for its current selling price. The manufacturer warranty does not cover string and shipping costs for this option. 3. You may also choose to receive store credit for the current selling price, instead of the replacement racquet. If your tennis racquet is not replaced by the manufacturer, it will be returned to you along with an explanation from the manufacturer.  FootwearPlease do not damage the original shoe box when returning NEW or UN-WORN shoes for credit or a refund. We can not re-sell shoes without the manufacturer's original box in new condition. The shoes must not be worn outside and must be in as new condition. Please send the shoes with a note stating if you would like credit or an exchange.  Footwear Warranty ReplacementThere are varying manufacturer durability warranties on tennis shoes. They range from six to seven months depending on make and model. Warranty information is available for each shoe on our web site. Most manufacturers enclose literature in their shoe boxes explaining what is covered. FOOTWEAR WARRANTY RETURN PROCEDURE:Send shoes to: BagsThe items in this category do not come with a manufacturer's warranty. However, The Merchant of Tennis will take back items that are defective within a 30 day time period. ApparelThe items in this category do not come with a manufacturer's warranty. However, The Merchant of Tennis will take back items that are defective for 30 days after the invoice date. Apparel can be returned for full refund or exchange if it is in brand-new condition. The original tags and packaging must be intact. Full credit will be given for The Merchant of Tennis errors. Shipping costs for exchanges or refunds where The Merchant of Tennis is not at fault are paid by the customer. StringsThe items in this category do not come with a manufacturer's warranty. However, The Merchant of Tennis will take back items that are defective within a 30 day time period. Sets of string can be returned for full refunds or exchanges if they are in brand-new condition (still in package). Full credit will be given for The Merchant of Tennis errors. Shipping costs for exchanges or refunds (where The Merchant of Tennis is not at fault) are paid by the customer. Tennis AccessoriesThe items in this category do not come with a manufacturer's warranty. However, The Merchant of Tennis will take back items that are defective for 30 days from the invoice date. Grips, dampeners, tape, etc. can all be returned for full refunds or exchanges if the products are in brand-new condition and in original packaging. Full credit will be given for The Merchant of Tennis errors. Shipping costs for exchanges or refunds where The Merchant of Tennis is not at fault are paid by the customer. Court EquipmentPlease send your package, including a brief note explaining the exchange or return, via a prepaid track able method to ensure a safe and traceable delivery to: Where to return or exchange an itemPlease send your package, including a brief note explaining the exchange or return, via a prepaid trackable method to ensure a safe and traceable delivery to: The Merchant of Tennis Shipping and handling fees are not refundable.
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Security
All prices are quoted in Canadian dollars.
For orders placed on our web site, we accept Visa, MasterCard or American Express.
Our entire catalogue uses SSL. The SSL (Secure Sockets Layer) was developed to provide security and privacy over the Internet. SSL encrypts all communication between the server on the Internet and the customer's computer - providing complete security. The SSL protocol maintains the security and integrity of the transmission channel by using encryption, authentication and message authentication codes. Thus sending an order in an SSL protected environment protects it from being seen by any one else but the merchant it is intended for. They are only decrypted after they reach our computer. They are not held in clear text on any web site.
Shipping
All orders will be shipped via Canada Post. Shipping rates are calculated by shipping method chosen, weight of order and destination. Once your product is shipped we will provide you with a tracking number and the e-mail contact for the carrier.
Delivery *
Please note that delivery time for orders is dependent on shipping method chosen and destination. The estimated delivery time provided at "Check Out" is an estimate provided by Canada Post, and in some cases, orders might take longer to arrive.
Christmas *
For orders to be processed and shipped in time for Christmas: Regular/Expedited Parcel™ packages must be ordered by December 16th and Xpresspost™ must be ordered by December 21st.
Canada Post Expedited Parcel™ Service
- Expedited Parcel™ is a cost-effective, ground delivery service for documents and parcels.
- Estimated delivery times:
- Local - 1 day
- Regional - 1 up to 3 days.
- National - 2 up to 7 days.
- USA and International - Delivery in as few as 6 business days.
Canada Post Xpresspost™ Service
- Xpresspost™ shipping service is a fast and affordable way to get your goods where they need to go.
- Estimated delivery times:
- Local - next day.
- Regional - next day and 2 days.
- National - 2 days.
- USA and International - 3, 4, and 5 business days between major centres in Canada and the destination country.
Canada Post Priority™ Service
- Priority™ Next A.M. service is the best choice for time sensitive documents and parcels.
- Estimated delivery times:
- Local - next A.M.
- Regional - next A.M.
- National - 1 day.
- USA - Noon the next business day.
- International - 2 or 3 business days.
Ordering
The Merchant of Tennis has always taken pride in selling you the product that is best suited to your needs. We want to ensure that the items we ship to you are exactly what you ordered. Increased order accuracy is one more reason to make The Merchant of Tennis your choice for buying tennis equipment.
Here are the following steps upon checkout:
- After ordering from The Merchant of Tennis you will receive an e-mail confirming your order has been received and is being processed. If at this time we have any stock issues, product delays or questions we will notify you to verify how you wish to proceed.
- If there are no such issues, we will package your product, process your transaction and ship your product. You will then receive a second email confirming your order has been shipped. This email will also provide a tracking number to allow you to monitor your shipment.
*The current status of your order is always available to you by logging into your customer account at merchantoftennis.com.
The Merchant of Tennis is an authorized dealer for every product we sell. We fully honor every manufacturer's warranty. See our Returns page for more information on warranty items.
- Orders received before 7:00 pm EST (4:00 pm PST) are usually shipped within 24 hours. From time to time we experience high order volumes which may result in minor shipping delays. In these cases you will be notified by our customer service staff as to when your order will ship.
- Orders may be placed by phone Monday through Saturday from 10:00 am to 6:00 pm EST (7:00 am to 3:00 pm PST), and Sunday from 12:00 pm to 4:30 pm EST (9:00am to 1:30 pm PST).
- We accept Visa, MasterCard, and American Express.
- Thanks again for visiting our Web page. We welcome your feedback. If you have any questions or comments, please write: The Merchant of Tennis, 1621 Bayview Ave, Toronto, ON, M4G 3B5, Canada; call: Toll Free Telephone (Canada and USA) : 1-888-932-2396 / Direct Dial Voice : 416-932-2396 / Direct Dial FAX : 416-932-2397 ) or send us an email at experts@merchantoftennis.com.
Privacy
The Merchant of Tennis respects your privacy. We protect your personal information and adhere to all legislative requirements with respect to privacy. We do not rent, sell or trade our mailing lists. We use your personal information to provide services and to keep you informed and up to date on the activities of our organizations, including programs, services, special events and more, through periodic contacts. If at any time you wish to be removed from any of these contacts, simply contact us by phone at (416) 932-2396, via e-mail at experts@merchantoftennis.com or write to us at The Merchant of Tennis, 1621 Bayview Avenue, Toronto, M4G 3B5, and we will gladly accommodate your request.
Guarantees
GUARANTEED COMPETITIVE PRICES: We owe our success to you, our customers, and we know that price is a critical concern. We are an authorized dealer for all products we sell and all products come with full manufacturers' warranty. We strive to provide the best price available.
GUARANTEED ACCURATE ORDERS: The Merchant of Tennis continues its valued tradition and reputation of "our customer comes first". We guarantee that the items shipped to you are exactly what was on your order. If the products, as entered into our computers, are not what is shipped to you, we'll promptly correct the problem. The Merchant of Tennis will do everything possible to make sure your order has been entered correctly. Orders can be confirmed via phone, e-mail or fax. We will take all reasonable steps to correct any other problems. The guarantee does not cover delays resulting from back orders or package delivery problems (UPS, Post Office, etc.) We hope this guarantee will add to the enjoyment and ease of your The Merchant of Tennis mail order experience.
Quality: We are a certified dealer for the products we sell and many manufacturers have guarantees of their own. For more information, you're welcome to visit our section concerning returns and warranty coverage.
Choosing The Merchant of Tennis: We hope our attention to detail, combined with our product knowledge and experience, help secure your trust and confidence. Let The Merchant of Tennis be your tennis equipment supplier. Thanks for visiting our web page. We welcome your feedback. If you have any questions or comments please feel free to call, write or e-mail.
