Customer Service

• Shipping & Delivery
• Privacy & Security
• Returns, Refunds, Replacements & Exchanges
• Ordering
• Payment, Pricing & Promotions
• Viewing Orders
• Updating Account Information
• Security Policy
• Warranty Information

Shipping & Delivery
 

• We use Australia Post eParcel for the majority of our orders.
• Bulky items are sent via courier.
• We will email you the tracking details when we send your parcel.
• We pack 90% of our orders within 1 business day. We will contact you if there is a delay with your order.

Postage costs: 

• Flat Rate $5.00 on all items
• Orders over $150 have FREE postage (some exclusions apply).

Shipping Times: 

Wherever possible, we will pack your order on the same or next business day and send you your tracking details when it leaves. Delivery estimates once it leaves our store are:

Area	Postcode	Express Post*	Standard Post*
Australian Capital Territory
Canberra CBD & Metro	0200-0250, 2600-2639, 2900-2920	1-2	2-4
ACT Other	0251-0299	1-2	3-5
New South Wales
Sydney CBD & Metro	1000-1920, 2000-2310, 2500-2530, 2555-2574, 2740-2786	1-2	2-4
NSW Other	2311-2338, 2340, 2348, 2350, 2351, 2413-2430, 2440, 2442, 2444, 2450, 2460, 2470#, 2480, 2531-2554, 2575-2599, 2640, 2641, 2708, 2649-2650, 2653, 2665-2672, 2678, 2720-2730, 2787-2820, 2830, 2845-2877	1-2	3-4
NSW VIC Border	2640-2641, 2708, 3689-3690	1-2	3-4
NSW Rural	2339, 2341-2347, 2352-2412, 2431-2439, 2441, 2443, 2445-2449, 2451-2459, 2462-2469, 2471-2479, 2481-2483, 2642-2648, 2651, 2652, 2654-2664, 2673-2675, 2680-2707, 2709-2719, 2731-2739, 2821-2829, 2831-2844, 2878, 2879	2-3	3-5
Victoria
Melbourne CBD & Metro	3000-3210, 8000-8899	1-2	2-3
VIC Other	3211-3220, 3335-3338, 3340#, 3350, 3353-3356, 3427-3429, 3550, 3552-3556, 3629-3632#, 3660-3661, 3750-3755#, 3757#, 3765-3767, 3782, 3785-3796, 3800-3806, 3810#, 3825, 3840-3844, 3910-3915, 3930-3934, 3975-3977#	1-2	2-3
VIC Rural	3221-3334, 3341-3349, 3351-3352, 3357-3426, 3430-3549, 3551, 3557-3628, 3633-3659, 3662-3688, 3691-3749, 3756, 3758-3764, 3768-3781, 3783, 3797-3799, 3807-3809, 3811-3824, 3826-3839, 3845-3909, 3916-3929, 3935-3974, 3978-3999	1-2	3-4
Queensland
Brisbane CBD	2484-2490, 4000-4299, 9000-9299, 9400-9596, 9726, 9728, 9729	1-2	3-4
QLD Outer Metro	4210-4305, 4350, 4500-4510, 4520, 4550-4601, 4650#, 4655, 4670#, 9597-9599, 9700-9799, 9880-9919, 9400-9596	1-2	3-4
QLD Other	4306-4349, 4351-4428, 4486-4487, 4494-4498, 4511-4519, 4602-4649, 4659-4669, 4671-4676, 4680#, 4700-4703, 4740#, 4810-4815, 4817, 4818#, 4870#, 9920-9998	2-3	3-5
QLD Rural	4454-4482, 4488-4493, 4521, 4677-4679, 4681-4699, 4704-4739, 4741-4809, 4816, 4819-4869, 4871-4899	3-6	5-9
South Australia
Adelaide CBD	5000-5005, 5800-5879	1-2	2-3
Adelaide Metro	5006-5199, 5880-5999	1-2	2-3
SA Other	5203, 5211, 5214, 5223, 5238, 5241, 5244, 5251, 5253, 5255, 5260, 5264, 5267, 5268, 5271, 5277, 5280-5290, 5304, 5330, 5333, 5341, 5343, 5345, 5352, 5353, 5355, 5373, 5413, 5417, 5422, 5453, 5461, 5491, 5501, 5502, 5520, 5523, 5540, 5554, 5556, 5558, 5571, 5573-5576, 5600, 5602-5606, 5608, 5631, 5633, 5640, 5700, 5720	2-3	3-4
SA Rural	5201, 5202, 5204-5210, 5212, 5213, 5220-5223, 5231-5237, 5240, 5242, 5243, 5245-5250, 5252, 5254, 5256-5259, 5261-5263, 5265-5266, 5269, 5270, 5272-5276, 5278, 5279, 5291-5303, 5306-5329, 5331, 5332, 5340, 5342, 5344, 5346-5351, 5354, 5356-5372, 5374-5412, 5414-5416, 5418-5421, 5430-5452, 5454-5460, 5462, 5490, 5493, 5521, 5522, 5550, 5552, 5555, 5560, 5570, 5572, 5577-5583, 5601, 5607, 5609, 5630, 5632, 5641-5690, 5710, 5722-5749	3-4	4-6
Western Australia
Perth CBD	6000-6005, 6800-6899	1-2	5-6
Perth Metro	6006-6214, 6900-6999	2-3	5-6
WA Other	6215-6699	2-4	5-7
WA Rural	6700-6770	3-6	6-10
Tasmania
TAS Cities	7000-7019, 7050-7053, 7055, 7172#, 7248-7325, 7800-7999	1-2	3-4
TAS Other	7020-7049, 7054, 7109-7216, 7330-7500	2-3	3-4
Northern Territory
Darwin CBD	0800-0821	2-3	5-6
NT Other	0828-0832, 0834, 0850, 0851, 0860-0871, 0900-0999	2-3	5-6
NT Rural	0822, 0835-0847, 0852-0854, 0872, 0880-0889	3-4	13-14
*The time frame listed below each Standard Post and Express Post denotes business days.

# Service to Township only.

**eParcel Express Post is not covered in the Express Post Guarantee.

Please Note: This table is too be used as a guide only. Timeframes are not exact and should not be relied solely upon. The table does not account for periods of strenuous load for Australia such as Christmas. For more accurate timelines please see AusPost Postage Calculator.

If you experience a delay with receiving your parcel(s) we recommend you contact your local Australia Post outlet to see if they are holding it for you. Please also feel free to contact us if you would like us to assist you with tracking your parcel(s).

International Shipping:

We do ship to New Zealand, however, we do have some limitations placed on us by certain brands.

We have a filter on the left hand side of the website, International Availability, that will show you what products can be shipped to your area.

Please let us know if there is something else you are interested in and we will let you know if we can help. 

Please note taxes and duties may be charged for international orders.

Tennis Warehouse Australia does not accept responsibility for another country’s customs, import duties, taxes and or any other relevant fees. If your order does require payment for one or more of these charges, you will have to make payment to the relevant authority in your country before they will release your package through customs so that it can continue being delivered.

Any delays to the advised shipping timeline incurred from this process are the burden of the purchaser and not Tennis Warehouse Australia.

If you refuse the charges, your order will be returned to us. We will refund you the total of your order minus any shipping fees and any charges incurred from the return process by the carrier.

For customers in New Zealand, you can create an estimate of what these charges may be, here.

Privacy & Security

Do we use cookies?

Cookies are small files that a site or its service provider transfers to your computers hard drive through your Web browser (if you allow). Cookies enable the sites or service provider's systems to recognise your browser to capture and remember certain information.

We use cookies to understand and save your preferences for future visits and compile data about site traffic and site interaction so that we can offer better site experiences and tools in the future. We may contract with third-party service providers to assist us in better understanding our site visitors. These service providers are not permitted to use the information collected on our behalf except to help us conduct and improve the customer experience.

If you prefer, you can choose to have your computer warn you each time a cookie is being sent, or you can choose to turn off all cookies via your browser settings. Like most websites, if you turn your cookies off, some of our services may not function properly.
 

Returns, Refunds, Replacements & Exchanges

Provided you have not used your racquet or product & it's in exactly the same condition as when we sent it to you, we are happy to refund your money or offer an exchange if it is returned within 30 days of your purchase. A tennis racquet or product cannot be returned if you simply change your mind after hitting with the racquet or using the product, so please choose carefully! All racquets must still have the original plastic sleeve on the handle to be eligible for a return. If you paid extra to have your racquet strung, this portion will not be refunded, only the racquet frame cost is available for refund or exchange. Afterpay orders can only be exchanged for a product or gift certificate.

Please follow these steps to return your product(s):

1. Call us on 03 9021 2225 or email the store to check if your product is eligible for return/exchange.
2. If it is eligible for a return or exchange, please download and complete this form.
3. Please return the item to us with the returns form filled in and enclosed. Please note, postage is at your cost. We recommend you use Australia Post and they offer a flat rate of $18.95 from anywhere in Australia for our customers: https://return.auspost.com.au/TWA. Australia Post do not handle larger bulky items, so please contact us for assistance returning such products. Please pack the items carefully to avoid damage in shipment.
4. Once we receive the return, it takes approximately 7 days to process the return and issue a refund/exchange.
   
   Refunds will be processed back to you via the same method you made payment (excludes Afterpay). Eg, credit card payments will be refunded to your credit card, PayPal payments will be refunded via PayPal, etc. If you purchased with Afterpay, we only permit an exchange for product or a gift certificate.
   
   If you are exchanging a product, we offer free shipping of the replacement product from us to you (Australian residents only and excludes bulky items). We do not offer free shipping to New Zealand customers and will provide a quote before proceeding.

Ordering 

Once you place an order for goods this will be confirmed by either email or a telephone call. Tennis Warehouse Australia does not guarantee the availability of a product we have advertised, however we will immediately notify you if we are unable to provide you the product you have ordered. We have an email address which you can email to enquire about the progress of your order. Please click here to email us now.
 

Payment, Pricing & Transaction Currency
 

All of our prices are by default set in Australian dollars (AUD) and include GST (Goods and services tax) as of September 2004. We use geolocation IP services to determine if you are in New Zealand and in the case we detect a New Zealand IP address, we attempt to show you products in NZD and excluding GST to provide a better customer experience. Product prices are regularly updated when price changes are received from our suppliers. If you find a cheaper advertised price somewhere else, email or phone us with the details of the supplier together with prices of the product required and we will do our best to match the price.
 

Viewing Orders
 

If you have created an account with us you can log into your account to view your past orders. You will also be emailed a confirmation after placing your order which will allow you to keep a record on file.
 

Updating Account Information
 

To update your account information, simply log into your account and follow the steps to update your out of date information.
 

Security Policy
 

When purchasing from Tennis Warehouse Australia your financial details are passed through a secure server using the latest 256-bit SSL (secure sockets layer) encryption technology. SHA-256 SSL encryption is the current industry standard. If you have any questions regarding our security policy, please contact us through our contact page.
 

Warranty Information
 

All racquets come with a manufacturer's warranty which is usually 1 year. Other products can also have a 1 year warranty, but the warranty can vary so please email us to determine the warranty period or check the product description. Provided the damage to the tennis racquet or product falls under the manufacturer's terms and conditions Tennis Warehouse Australia will organise your racquet or product to be replaced or exchanged for you. 

To organise your warranty claim, you need to fill in this form and send it along with the racquet or product back to us & postage is at your own cost. We recommend you use Australia Post and they offer a flat rate of $18.95 from anywhere in Australia for our customers: https://return.auspost.com.au/TWA. Australia Post do not handle larger bulky items, so please contact us for assistance returning such products.

Once we receive your racquet or product, we will pass it on to the manufacturer to analyse and if it falls under the manufacturer's terms and conditions for replacement, we will send you a replacement (free return postage from us to you if you are an Australian resident - we will quote return postage to NZ customers before proceeding). Please note that generally racquets will be unstrung and we do not provide warranty coverage for string.

Sometimes warranty assessment can take 2-7 business days as we are required to pass your product on to the supplier. We always try to keep this time to a minimum and we appreciate your patience during this process. Please be aware that we cannot provide replacement racquets/products without approval from the manufacturer. If your racquet/product is approved for replacement but it is now discontinued, we will provide you with a suitable alternative model.

For warranty enquiries, please feel free to contact us.