Frequently Asked Questions (FAQ)
We provide information regarding product selection, ordering, shipping, and returns. If your issue is not resolved, please contact us in Japanese via our contact form.
Sales and Inventory
When can I purchase items? Can I pre-order?
Products are made available for sale after they have arrived and passed inspection. We do not currently accept pre-orders.
Where can I check product inventory?
For products currently on sale, please check the availability for each color or size option on the respective product page. For restock inquiries, please include the product name, color, and size.
Can I consult with you about a product before purchasing?
Yes. Please send the product name and your questions to our contact form or info@vetrapickleball.jp. We accept inquiries in Japanese.
Orders and Shipping
Does receiving an order confirmation email mean the contract has been finalized?
The automatically sent order confirmation email is merely an acknowledgement of receipt. A binding sales contract is formed when our shipping notification email reaches you. For details, please refer to our Terms of Service.
When will my order be shipped after purchase?
After your payment is confirmed, we will ship within 3 business days, excluding weekends and holidays. Delivery dates may vary depending on shipping conditions, weather, etc. For details, please refer to our Shipping Policy.
Where can I check the shipping costs?
Standard shipping is JPY 1,600 (tax included) within Japan, except Okinawa Prefecture, where the fee is JPY 2,800 (tax included). Free shipping throughout Japan applies when the product subtotal after coupons and other discounts is JPY 25,000 (tax included) or more. Shipping fees are excluded from this subtotal. The final shipping fee is shown at checkout before you place your order. Please see our Shipping Policy for details.
Can I cancel my order?
Orders for in-stock items can be cancelled only before shipping arrangements have begun. Please contact us with your order number and the name used at the time of purchase. Once shipping arrangements have started, we will handle the request according to our return policy after the product arrives.
What is required for inquiries after placing an order?
Please provide your order number, the name used at the time of purchase, and the details of your inquiry. If you cannot find the order confirmation email, please check your spam folder or confirm the email address used for the order.
Returns, Exchanges, and Refunds
Can I return items due to size issues or if they differ from my expectations?
Returns for customer convenience are accepted for unused and unopened products if notified within 7 days of arrival. Return shipping costs are the customer's responsibility. The original shipping fee paid is not refundable. If the item was delivered with free shipping, the original shipping fee will not be billed later.
What if the received product is damaged or incorrect?
Please contact us with your order number, the condition of the product, and photos of the relevant areas. Initial defects or incorrect shipments are handled differently than returns for customer convenience. In principle, we will exchange the item for a non-defective product; if no stock is available, we will issue a refund. We will cover the return shipping and replacement shipping costs for initial defects or incorrect shipments.
When will the refund process take place?
We will initiate the refund process within 7 business days after the returned product reaches us and its condition has been verified. In principle, refunds will be issued via the payment method used for the order. The actual timing of the deposit or reflection on your statement depends on your payment service provider or financial institution.
For detailed terms, please check our Return and Refund Policy.
Business Inquiries and Events
Can I consult regarding distribution or events?
Please send your store/organization name, contact person, and the details of your inquiry to our contact window.