Shipping policy

Shipping policy

Shipping Disclaimer & Delivery Issues

1. Transfer of Liability
Once a package departs our facility and is scanned by the carrier (UPS, USPS, DHL, or FedEx), courier transit responsibilities transfer entirely to the carrier. FLiK Pickleball is not responsible for transit delays, weather disruptions, or carrier routing errors.
2. Delivered But Missing Packages
If your tracking information indicates that your package was delivered (including status updates such as "Left at Front Door," "Met Customer," or "Handed to Resident") but you cannot locate it, the following terms apply:
  • Household Check: The buyer is responsible for checking with all household members, roommates, relatives, and immediate neighbors who may have accepted the package on their behalf.
  • Stolen Packages: If you suspect your package was stolen after a successful delivery scan, this constitutes mail theft or property crime. 
Investigation Protocol
We take missing packages very seriously. Before any replacement or store credit can be reviewed for a package marked "Delivered" by the carrier, the customer must cooperate with our security protocol:
  1. We will initiate a formal carrier investigation with our Shipping Insurance agency
  2. The customer must file a standard property theft report with their local law enforcement agency.  This is a 5 minute proccess that can be done online with your local law enforcement agency.
  3. The customer must provide us with the official Police Report Number/Case Number for our insurance records.
We reserve the right to deny replacements or refunds if carrier GPS logs confirm accurate delivery to the address provided at checkout and no police report is provided.

3. Packages lost in transit, delivered to the wrong address, or damaged in transit
Please reach out to us as soon as you realize the package is lost, damaged, or has been delivered to the wrong address.  We will immediately file a claim with our Shipping Insurance Agency. 

You will receive an email from us with a request from our Shipping Insurance agency  to provide information to verify the order and the your identity.  Once that is complete, the process moves quickly.  We usually have a response and can ship you a replacement paddle within 10 days if the claim is approved.  The exception to the rule is USPS, which has a waiting window for Ground Advantage.  We highly recommend using a service other than USPS Ground Advantage.  UPS is the more reliable shipping carrier.

Delivery Timeframes and Carrier Delays

Delivery dates displayed at checkout are estimates provided by the shipping carrier based on their published service standards. While we make every effort to ship orders promptly and select reliable carriers, we cannot guarantee specific delivery dates as final delivery is the responsibility of the carrier.

Our Shipping Commitment:

  • We will ship your order by the timeframes stated above (same day for orders before 1:00 pm ET Monday-Friday, next business day for all others)
  • We will provide accurate tracking information once your order ships
  • We will use the shipping service level you selected at checkout

Carrier Delays: Delivery delays may occur due to circumstances beyond our control, including but not limited to: weather events, natural disasters, carrier capacity issues, customs delays (for international shipments), or other force majeure events.

Once a package departs our facility and is scanned by the carrier (UPS, USPS, DHL, or FedEx), courier transit responsibilities transfer entirely to the carrier. FLiK Pickleball is not responsible for transit delays, weather disruptions, or carrier routing errors.

If Your Expedited Shipment Arrives Late: 

If you selected an expedited shipping method (such as USPS Priority Mail Express, UPS Next Day Air, etc.) and your package arrives later than the carrier's estimated delivery date:

  1. Our Responsibility: If we failed to ship your order on time according to our shipping commitment above, we will refund your shipping costs in full.

  2. Carrier Responsibility: If we shipped on time but the carrier failed to deliver by their estimated date, we will initiate a shipping claim on your behalf.  The results of those shipping claims are issued immediately, once the delivery window has passed.  If the shipping carrier approves the claim, your shipping will then be refunded.  If the shipping carrier denies the claim, we will email you with information about why it was denied.

  3. Customer Service: While we are not responsible for carrier delays beyond our control, we value your business and will work with you to find a reasonable resolution. Please contact customer.service@flikpickleball.com if your expedited shipment arrives late.

Standard Shipping:

Standard shipping methods (USPS Ground Advantage, UPS Ground, etc.) provide estimated delivery windows but are not guaranteed services. Refunds are not available for delays on standard shipping methods.