FAQ
Got a question? Below you'll find answers to the questions we get asked most. Can't find what you're looking for? Get in touch with Hans, your local Justpadel contact, at hans.vandermeulen@justpadel.com or on +61 466 383 404 (also on WhatsApp).
Shipping & delivery
Where do you ship to?
We ship across Australia and New Zealand from our base in Sydney. We don't have a pick-up location at the moment, so all orders are delivered to the address you enter at checkout.
What does shipping cost?
You choose between two shipping options at checkout. The same options and prices apply to Australia and New Zealand:
- Standard (2–5 business days): $10 for orders under $200, free for orders from $200
- Express (1–3 business days): $20 for orders under $200, $10 for orders from $200
Do you offer express shipping?
Yes. Choose Express at checkout and your order is delivered in 1–3 business days after dispatch. Express costs $20 for orders under $200 and $10 for orders from $200.
When will my order be shipped?
Order on a business day before 4 pm (Sydney time) and we ship your order the same day. Orders placed after 4 pm, on the weekend or on a public holiday are shipped on the next business day.
How long does delivery take?
After dispatch, Standard shipping takes 2–5 business days and Express shipping takes 1–3 business days, in both Australia and New Zealand.
How can I track my order?
As soon as your order has been dispatched, you receive an email with a tracking link, so you can follow your parcel all the way to your door. More information on our shipping & delivery page.
Returns
Can I return my order?
Yes. Let us know within 14 days of receiving your order that you would like to return it. After registering your return, you have another 14 days to send the products back to us.
What are the return conditions?
Products must be unused, undamaged and in their original packaging. Rackets with the protective plastic removed from the grip can't be returned.
How do I register a return?
Email hans.vandermeulen@justpadel.com with your order number and the email address you used to place the order. Send your return to: Justpadel Australia, 14/67 Carabella Street, Kirribilli NSW 2061, Australia.
Who pays for return shipping?
Return shipping is paid by the customer, unless the product is damaged or defective.
When will I get my refund?
We refund you within 14 days of receiving the returned product in good condition, using your original payment method. More information on our returns page.
Warranty
Do your products come with a warranty?
Yes. All products carry the manufacturer's warranty, which covers material and manufacturing defects. Damage caused by impact, such as contact with the glass, the fence, the ground or another racket, is not covered. Your rights under the Australian Consumer Law always apply.
My product arrived damaged. What should I do?
Please report visible defects within 7 days of delivery. Email us your order number and clear photos of the damage and the packaging, and we will find the right solution for you. More information on our warranty & complaints page.
Ordering & payment
How do I pay?
All prices are in Australian dollars (AUD). You can pay securely with the payment options shown at checkout. All payments are processed through secure, encrypted connections.
Will I get an order confirmation?
Yes, you receive an order confirmation by email straight after placing your order. More information on our ordering & payment page.
Choosing a racket
Which racket shape suits me?
Round rackets have a low balance and a large sweet spot, giving lots of control. They are ideal for beginners and players who value control. Teardrop rackets have a slightly higher balance and offer a good mix of control and power, suiting intermediate players. Diamond rackets have their balance towards the top for maximum power, and suit advanced players with an attacking game. Hybrid rackets combine features of teardrop and diamond shapes.
Which level should I choose?
Browse our beginner rackets, intermediate rackets and advanced rackets, or shop by shape: round, teardrop, diamond or hybrid.
Can I get personal advice?
Of course. Tell us how often you play, your level and your playing style, and we'll help you find the racket that suits your game.
Contact
How can I reach you?
Email us at hans.vandermeulen@justpadel.com or call or WhatsApp us on +61 466 383 404, Monday to Friday from 9 am to 5 pm (Sydney time). You can also use our contact page.