Our goal is to ensure complete customer satisfaction. Please inspect your order promptly upon receipt to make sure you recieved what you ordered and in acceptable condition. Notify us immediately of any issues or concerns.
SillyTown.com wants to ensure all our customers are happy with our products. If you are not completely satisfied with your purchase, you may return or exchange new & unused products within 14 days from purchase. We are unable to accept any item which has been used, tested, damaged, and or scratched. Please inspect your shipment promptly upon receipt and contact us within 14 days of purchase with any issues or concerns.
All packaging and sold goods must be in perfect condition on a return. From tiime to time we may offer items for purchase in "as is" condition. These items will marked accordingly and will not be eligible for return.
When requesting a refund on returned "Free Shipping" items, the original shipping charge will be deducted from the refund.
For example your order is $100 with a qualifying Free Shipping item. Shipping cost is $10.00. You return a $100 item that drops your order below the advertised free shipping cutoff amount. Your refund will be the item amount minus the cost of the original shipping charge, $100-$10=$90 refund.
There will be a 15% restocking fee for items returned for a credit card refund. There are 0% restocking fees if you would like to exchange your item for a similar or higher priced item. Refunds will be credited to the same card used from the original order. If your original order qualified for free shipping see "Free Shipping" above in regards to refunds.
Ensure your item(s) meets the return criteria above. Obtain Return Authorization by using our contact form. You will be provided with instructions and our return address. Returns without authorization will be refused.
Packages should be insured and require a signature upon delivery to ensure your ability to make a claim against non-delivery or damage with your carrier if it should happen. Please allow 1-3 business days for us to assess the return. Returned items must be recieved within 14 days of customer receiving return instructions.
Warranties / Defects
All items we sell are covered by a manufacturer’s warranty against manufacturing defects. Typically paddles have a 30 day warranty. Pickleball paddle warranties vary by manufacturer. We will help faciliate contact with the manufacturer on Pickleball paddles and other Pickleball equipment, but ultimately it is up to the manufacturer to determine if your issue is a warranty issue that qualifies for replacement. Launchers can only be exchanged or returned within 14 days of purchase. Contact us for exact details for each manufacturer. If you feel an item has failed due to a manufacturing defect please contact us for a warranty assessment as soon as possible. If deemed defective by the manufacturer, products will be exchanged within the manufacturer’s warranty period. Original shipping charges are non-refundable. Shipping costs of items for a warranty assessment are the responsibility of the customer. If an item is warranted it will be shipped N/C to you within the US. Sometimes an item will need to be returned to the manufacturer to determine whether or not it is a warranty issue. In these instances it may take 2-4 weeks or longer. Pickleball paddles can be scraped, dented, and dinged due to collisions, ground strikes, drops, other paddles being dropped on them etc. These ARE NOT manufacturer defects or warranty issues. Exposing your paddles to adverse weather, sun, and any kind of moisture can also cause damage and wear not covered by a warranty.
Lost or Damaged Shipments
Lost or damaged orders must be reported within 10 days of purchase date. If a carrier refuses to accept a claim for a lost or damaged shipment because the time lapse exceeds its liability period, the loss will be assumed by the customer. Damaged delivery boxes should be noted with the carrier at time of delivery. SillyTown.com will not be liable for losses resulting from shipping delays, errors or non-delivery. Losses or damage on returned items are the customer’s responsibility. Please make sure your package is insured and traceable.
To return an item that you feel is a manufacturer defect please contact the manufacturer for exchange. SillyTown.com will help facilitate an exchange with the manufacturer.