Return Policy

Last updated: 8 February 2024

Effective as of: 1 April 2022

This Return Policy explains how TEQBALL USA LLC (“TEQBALL USA”, “us”, “we”) treats your orders and order-related requests, including return requests.

ORDERING

1. HOW CAN I PAY FOR MY ORDER?

You can pay for your order using either a Visa, MasterCard, Discover, American Express credit or debit card. Additionally, accepting Discover automatically allows acceptance of Elo, JCB, and UnionPay cards. Alternatively, you may pay using your Google Pay, Apple Pay. Pay Pal or Facebook Pay account. We do not process your credit or debit card information or your account details referred to above. In respect of the former, we rely on our trusted payment processors / payment services providers.

2. WHERE DO I ENTER A PROMOTIONAL OR DISCOUNT CODE?

You will have an opportunity to enter a promotional/discount code on your shopping cart, if such promotional/discount code is offered. Once you've added everything you are ordering to your shopping cart, there is a field to enter your code on the right side of the page. Enter your code, then click "Apply" before proceeding to checkout.

3. CAN I CANCEL OR EDIT MY ORDER ONCE IT HAS BEEN PLACED?

Generally, once your order is placed, you may not edit it any further. However, the right to cancel the order may vary from state to state. Whether you may or may not cancel your order depends on the applicable law. Therefore, instead of editing or cancelling your order we suggest you make use of our return process instead. It is quick, easy and practicable and you may use it once the product has been delivered to you. Please read more about our return process in the Return section. However, if you wish to cancel your order, please send us an email to info@teqers.com indicating i) your name, ii) email address, iii) account ID (if you have one) and iv) order number. Our customer service associates will contact you shortly and advise you of the next steps to be taken.

Exception: If shipping is not completed within 90 (ninety) days of placing your order, you shall be entitled to cancel that order and get a full refund of all payments made in consideration of the Products.

4. WHERE CAN I CHECK THE STATUS OF MY ORDER?

If you placed an order using an account, you can view the status of your order by logging in to your account and viewing your order history. You can also access your account/order information through the link on your order confirmation email. If you placed your order as a guest, you can check your order confirmation email for an estimated delivery date. Please note that items from the same order may ship separately.

5. WHY DID YOU CHARGE ME MORE FOR MY ORDER?

You might notice a temporary authorization charge of up to 5% of your order total on your statement. This charge is used to validate your card before processing and will disappear once your final tax amount has been collected. Some products ship from different locations. If items in your order are shipped separately, you will be charged separately for the items. However, the order total will still be the amount stated at checkout and on your order confirmation email.

6. HOW IS TAX CALCULATED?

Sales tax is determined based on your shipping address. You will see the final sales tax when you place your order.

7. HOW CAN I LEAVE FEEDBACK ABOUT A PRODUCT I HAVE PURCHASED?

We love to hear how your equipment is working out for you! To leave feedback, use our chat-box or simply send us an email to info@teqers.com.

RETURNS

1. WHAT IS TEQBALL USA’S RETURN POLICY?

TEQBALL USA offers returns on the products within 30 days of receipt of shipment. Exceptions include i) clearance items, ii) final sale items.

TEQBALL USA’s return policy is a ‘refund only’ policy for eligible items, merchandize credit and exchange are explicitly excluded.

2. WHAT SHOULD I DO IF THE PRODUCTS ORDERED DO NOT MATCH WITH THE ONES ACTUALLY RECEIVED?

Please get in touch with us immediately either by writing an email to info@teqers.com or using our contact us form. In your message, please indicate the following information: i) your name, ii) email address, iii) account ID (if you have one), iv) order number.

3. WHAT SHOULD I DO IF THE PRODUCTS RECEIVED ARE INCOMPLETE OR DAMAGED?

4. CAN YOU PLEASE EXPLAIN YOUR RETURN PROCESS? HOW DOES IT LOOK LIKE?

- Return request: Within 30 days of the receipt of your order, you may submit your return request using one of the following methods: i) write us an email to info@teqers.com or ii) use our contact us form. When submitting your return request, please indicate i) your name, ii) email address, iii) account ID (if you have one), iv) order number so that we may identify you and your order. Once your message has been sent, our customer service associates will shortly contact you regarding the shipping of the relevant products. You may be asked to provide us with the copy of your invoice as well.

- Shipping options: You may choose to ship the relevant products back to us (the shipping warehouse indicated on the shipping label or equivalent shipping documentation) using the postal / logistics service provider of your choice. Alternatively, we may arrange a carrier for you. Unless otherwise agreed, you will be responsible for covering the costs associated with shipping in both cases. In case of the latter, the relevant fees will be deduced from the refund otherwise owed to you.

- Deadline for sending the products back: The deadline for you to dispatch the returned product is 14 days following the submission of submitting your request.

- Rules on contents of the package, packaging, condition of the products: You must include all accessories, user manuals and any free gifts, if applicable, that came in the same package. Where a product has been purchased as a part of a bundle of multiple products, all multiple products within that bundle must be returned. Please treat the products with care and return them in the condition that they were delivered to you. Please use, if possible, the original delivery package or pack the products securely and print out and place the return label on the outside of the packing used for shipping. Refund can only be processed once we have received all the products to be returned. If you return products: 1) that you are not entitled to return, 2) that are not in their original condition (normal wear & tear resulting from the proper assembling, unpacking and use of the Product is included in the definition of original condition), 3) that are without proper or missing packaging, 4) with items missing from the return delivery, 5) without following our return instructions, or 6) without exercising reasonable care when taking care of and returning such Products, we reserve the right either to reject your return and decline to refund or to deduct from those payments to be refunded to you reasonable repair or other similar direct costs that we have incurred, subject to applicable law.

- TEQERS’s duties: Having received your request, our customer service associates will advise you on the details of the shipping we may provide (fees, deduction, how to drop off the product) and provide you information on, among others, proper packaging, if required. Our colleagues may also ask for photos of the product concerned. Once the product has reached the shipping warehouse, our colleagues will thoroughly assess the condition of the product and its packaging. As noted above, TEQBALL USA can only provide you refund of the purchase price if you return products: 1) that are subject to this return policy, 2) that are in their original condition (normal wear & tear resulting from the proper assembling, unpacking and use of the Product is included in the definition of original condition), 3) that are in their original or other proper packaging, 4) that are not missing any items or parts, 5) in compliance with this policy and our instructions, if any and 6) that you have taken reasonable care of when packing and sending them back to us. We reserve the right either to reject your return and decline to refund or to deduct from those payments to be refunded to you reasonable repair or other similar direct costs that we have incurred, subject to applicable law. Otherwise, we will refund you the original full purchase price less any depreciation of value within 8 days following the receipt of the returned product by crediting the account you used to place your order.

5. CAN I RETURN ONE SINGLE PRODUCT WHICH FORMED PART OF A BUNDLE OF PRODUCTS?

No. If you wish to return one of these products, you will have to return all of the items in the bundle / package. E.g. you cannot request a refund for one pair of TEQ™ socks in a 2-pair or 4-pair package.

6. WHAT IS THE STATUS OF MY RETURN?

If you wish to know about the status of your return, please write us an email to info@teqers.com. In your email, please indicate i) your name, ii) email address, iii) account ID (if you have one) and iv) order number. We will give you an update shortly.

7. WHEN WILL I RECEIVE MY REFUND?

Once your return/item(s) are received back at our warehouse, your refund will be processed back to the original form of payment within 8 business days. Please see more under question no. 4 above.

8. CAN I EXCHANGE A PRODUCT?

As mentioned above, we do not offer exchanges. If you need a different item, you can initiate a return for a refund and place a new order at any time.

9. CAN I RETURN A PRODUCT I PURCHASED USING YOUR BUY NOW & PAY LATER PROGRAM?

Sure thing. However, please note the instalments already paid will be reimbursed to you only upon our receipt of the product in question as per question no. 4 above. Otherwise, the process described there applies to this type of a transaction as well.

LIMITED WARRANTY

1. WHAT IS THE LIMITED WARRANTY POLICY?

Most products available on the website carry a one-year or 90 days limited warranty from the date of purchase. Please read our Warranty Policy.

2. HOW DO I SUBMIT A WARRANTY ON A PRODUCT?

Please write us an email to info@teqers.com or use our contact us form and provide us with the following information: i) name, ii) email, iii) account ID if you have a user account registered with us, iv) phone number, v) address (address, city, state, ZIP code), vi) product category (TEQ Tables, Accessories, Merchandize), vii) product name (as displayed in your order confirmation email), viii) date of purchase, (i.e. the combination of numbers and letters located at the top left corner of the barcode), x) invoice number, xi) written description of the issue. Our customer service associates will contact you regarding the next steps. You will be asked to provide them with the scanned copy of your invoice and at least one photograph evidencing the defect of the Product.

3. HOW LONG DOES IT TAKE FOR A WARRANTY CLAIM TO BE PROCESSED?

Once you've provided all the necessary information, usually it will take approximately 10-15 business days for us to review your claim. We will reach out via email as soon as our review is complete or if we need further information to assess your claim.

SHIPPING

1. HOW DO YOU DELIVER MY PACKAGE?

We provide “Door-to-door” shipping arrangement, where products are delivered from our warehouses to the shipping address of the customer. Door-to-door is also known as house-to-house service. Please note that our logistics providers will not be assisting you with placing the products, unpacking or assembling them at the drop-off location.

2. WHEN WILL MY ORDER SHIP?

Our expected delivery deadline is 5-10 business days subject to the availability of carriers and the capacity of our warehouses.

3. DO I HAVE TO PAY A SEPARATE FEE FOR SHIPPING AND HANDLING?

No, our prices already include our shipping and handling costs in case the sum total of your shopping cart exceeds USD 99. Otherwise, the shipping and handling costs will be charged to you upon completing your purchase.

4. CAN I SHIP TO AN INTERNATIONAL ADDRESS?

No. TEQBALL USA can only ship orders to all USA zip codes excluding not including Hawaii, Alaska, American Samoa, Baker Island, Guam, Howland Island, Jarvis Island, Johnston Atoll, Kingman Reef, Midway Islands, Navassa Island, Northern Mariana Islands, Palmyra Atoll, Puerto Rico, Virgin Islands U.S. and the Wake Island.

5. WHERE DOES MY ORDER SHIP FROM?

Our products currently ship from the following warehouses: Florida: WH8 - 3131 Caruso Ct. Orlando, FL 32806; Pennsylvania: WH23 – 18020; Texas: WH36 - 3300 Eagle Pkwy. Suite 100 Fort Worth, TX 76177; Kansas: WH21 - 18905 Kill Creek Rd. Edgerton, KS 66021; California: WH38 - 11275 Banana Ave. Fontana, CA 92337. We reserve the right to change this list anytime.

6. WHAT HAPPENS WHEN MY TRACKING SAYS "DELIVERED" BUT I HAVE NOT RECEIVED MY PACKAGE?

Occasionally a carrier will scan a package as delivered before it arrives at the final destination. When this happens, the package is usually delivered within the next few business days. If you've waited a couple of days and you still don't have the package:

- See if someone else accepted delivery. Check with household members, neighbors, building managers, the mail room, front desk, and anyone else who may have accepted the delivery.

- Look around the delivery location. Carriers sometimes leave packages in a safe, hidden place like on a side porch, in/around your garage, or behind bushes.

- Look for a notice of attempted delivery. You may find an attempted delivery notice in your mailbox or on your door. Follow the instructions on that notice to request redelivery or pick up the package.

- Contact the carrier. Ask if they have additional information about the package's location. (Have your tracking or delivery confirmation number handy.)

Most packages arrive by the estimated delivery date listed in the tracking information. If you do not receive the package by then, please allow an additional day or two for the package to be delivered. Please note that carriers may deliver packages up until 8 p.m.

- Contact us. Otherwise, you may contact us anytime regarding your package at info@teqers.com, use our contact us form or the delivery information form (https://us.teqers.com/pages/delivery-information) on the website. In your message, please indicate i) your name, ii) email address, iii) account ID (if you have one) and iv) order number.

We're here to help

Return Policy