FAQ.
What payments methods are accepted by Gearbox?
All major credit cards are accepted including: Visa, MasterCard, Discover, American Express
How do I change or cancel my order?
To change or cancel an order that has been placed, please contact Gearbox Headquarters immediately at 1.877.443.2726. A Gearbox Customer Service Representative will assist you. Business hours are from 8:30 am to 4:00 pm PST, Monday - Friday. An email may be sent to info@gearboxsports.com if contacting us after business hours. Please note, if your order has already left our warehouse and a change is needed including an order cancellation, additional fees may apply and are paid for by the customer.
How do I redeem a valid promotion code?
If you have received a Gearbox authorized promotional code you may redeem the code only through the Gearbox website. Some of these premium offers have an expiration date, once that date has passed the code will no longer be valid. To apply the promotional code you must first shop and add items to your cart. The only place to add the promotional code is in your cart. To get to your cart, click the cart button on the top right of any page. Once in the shopping cart there is a box labeled Discount Codes, enter your code and hit apply. Codes are case sensitive. Once you click apply coupon, it will activate. If your code is valid, it will be displayed in your payment summary. If the code is expired, invalid or not applicable to product selected, the code offer will not apply. You may only use one promo code per transaction.
Once I place my order, how quickly does it leave the Gearbox warehouse?
We ship 5 days a week, Monday- Friday. We DO NOT ship on weekends or Holidays All orders placed before 12pm CST will typically ship same day, other wise it will leave our warehouse the following business day. Orders placed after 12pm CST on Firday will ship the following Monday. If an order is placed for an item that is out of stock, a Gearbox Customer Representative will contact you immediately.
Where does my order ship from?
Gearbox ships all orders from Lytle, TX.
Can my order be delivered to a APO or FPO address?
Yes, shipping to an APO or FPO address can be arranged by telephone only. The order may not be placed on the website. Please contact Gearbox at info@gearboxsports.com to arrange your order. Free shipping and flat rate offers do not apply. Some restrictions may apply when shipping to an APO or FPO address.
Can my order be delivered to a P.O. Box?
No, Gearbox does not ship to P.O. Box addresses.
Can my order be delivered to an international address?
Yes, with some restrictions. All international shipment must be placed by telephone. Please call 1.877.443.2726 for assistance. Free shipping and flat rate shipping offers do not apply. All duties and shipping fees are paid for by receiver. All shipments are FOB San Diego, California. Hablamos Español.
What carrier is used to ship my order?
Gearbox uses UPS Ground service as its standard carrier for all US deliveries. USPS may also be used at the discretion of Gearbox when selecting flat rate shipping. Please note, signature service is not required with deliveries. If you would like Gearbox to require signature service, please contact us immediately at 1.877.443.2726 or you may include a note with your order at the time of submission.
How does my order qualify for Free Shipping?
All orders over $39.00 qualify for free shipping. Free shipping is only available to the contiguous 48 states. Shipments to Alaska and Hawaii are excluded from free shipping offers. You must select the free shipping option at the time of checkout. If this option is selected, Gearbox will deliver your package via UPS ground service or USPS service.
How does my order qualify for $6.00 Flat Rate Shipping?
All orders with ground service being delivered to the contiguous 48 states qualify for flat rate shipping. If you select Flat Rate Shipping, your order will be shipped by either via UPS ground service or USPS depending on size and weight of the package. Gearbox retains the right to select the best carrier when shipping via Flat Rate. Shipments to Alaska and Hawaii are excluded from the flat rate shipping offer.
I need my order quickly, can I expedite my shipping?
Yes, you may select from a variety of shipping methods including 3-Day Air, 2-Day Air or Next Day Air service. Shipping fees for air service will vary depending upon the destination, package size/weight and the selected service. The receiver is responsible for all shipping fees that may apply when choosing air service. Please note, orders can take 24-72 hours to leave our warehouse. Once shipped, your preferred expedited service type will be selected.
Can I track my order?
Yes, all orders are shipped with tracking. You will receive an email alerting you that your order has shipped and a link to track your package will be included. Please add info@gearboxsports.com to your address book to ensure proper delivery of emails from Gearbox. If you do not receive tracking information, you can check your account by logging in.
Return Policy
Gearbox offers a full refund on all products within 15 days of delivery. Items must be purchased directly from Gearboxsports.com or Gearbox Headquarters. To qualify for a full refund, products must be returned in brand new condition, unused, unwashed, unworn, undamaged with the original packaging. Any signs of use disqualify the product from a full refund. If used, the product may be eligible for an exchange. Restrictions for exchanges apply based on Exchange Policy. Gearbox will provide one free Return Label for any qualifying purchase of $75.00 or more that has been purchased directly from Gearboxsports.com or Gearbox Headquarters. For purchases under $75.00, Gearbox can provide a flat rate return label for a fee.
How do I return or exchange my product?
To return or exchange a product, you must login to your account on gearboxsports.com. From your account dashboard find the order you wish to request a return. Click the "Request Return" button and follow the prompts. If your purchase was made through a Gearbox authorized dealer, please contact the dealer directly. Policies and procedures will vary between dealers. Please note that used products without manufacturer defects are typically not eligible for refunds or exchanges.
Does Gearbox provide return labels?
Gearbox will provide one free Return Label for any qualifying purchase of $75.00 or more that has been purchased directly from Gearboxsports.com or Gearbox Headquarters. For purchases under $75.00, Gearbox can provide a flat rate return label for a fee.
Exchange Policy
Gearbox offers one exchange within 30 days of delivery. Items must be purchased directly from Gearboxsports.com or Gearbox Headquarters. Certain restrictions apply to various product types. A return label is provided for one qualifying exchange with a value of $75.00 or more. For purchases under $75.00, Gearbox can provide a flat rate return label for a fee. For most exchanges, products must be in new condition. Special Product Policies: Paddles/Racquets: Gearbox will provide one exchange per paddle/racquet purchase within 30 days of delivery. Any broken, severely used or damaged product will not qualify for refund or exchange. Some restrictions may apply and at the sole discretion of Gearbox. Multiple exchanges are not permitted on the same qualifying purchase. Gearbox recommends its Demo Program for product testing. Protective Eyewear: Eyewear sales are final once protective film has been removed. For brand new eyewear, protective film and packaging must be intact for exchange. Gearbox permits one exchange per qualifying purchase. Clothing: Exchanges are permitted for unworn, unused clothing. Tags must be attached to be eligible. Worn or damaged apparel do not qualify for an exchange and are a final sale.
Refunds Policy
If your return meets all Gearbox return requirements, it may take up to 7-10 business days to apply a credit to your original payment method. Cash refunds are not provided. Please note, returns must first be delivered to Gearbox and evaluated before a refund can be granted.
Defective Product Warranty Claim
If you have purchased a product that you feel is defective, you will need to submit a warranty claim. You may submit a warranty claim directly to Gearbox Headquarters even if your product was purchased through an authorized Gearbox dealer. You will need the following information to obtain a RMA for a warranty claim. Proof of purchase such as the original purchase receipt, Date of purchase, Name of product. Please note, you must be the original purchaser to file a warranty claim. Gearbox manufacturer warranties do not transfer and become void if you purchase a used product.
Pickleball Policy
Gearbox offers a 1-year limited warranty*** from the original date of purchase for purchases made directly from Gearbox or an authorized Gearbox dealer. All warranties are non-transferable and are for the original purchaser only. Product must have been purchased in new condition to qualify. Items purchased used or from a private party or an unauthorized dealer do not qualify. Proof of purchase is required for a valid claim and defective product must be returned to Gearbox for evaluation prior to replacement.
***A 6 month warranty is offered on the following products; G12, G14, G16 pickleball paddles.
What Gearbox Covers
Gearbox’s warranty policy protects against factory defects including materials and workmanship. Coverage is valid for purchases made directly from Gearbox or an authorized Gearbox dealer. Proof of purchase and product evaluation is required for a claim to be opened, processed and approved.
What is Excluded
Paddles with wear and tear as part of normal play
Texture breakdown due to normal wear and tear
Breaks, dents, scratches or other damage caused by any type of collision or impact.
Breakdown of paddle edge from repeated strikes with the ground, negligent care and abuse.
Paddles that are modified or tampered with in a permanent manner will not qualify.
Purchases older than 1-year from original purchase will not be accepted.
Paddles purchased “used” or new from a private party and unauthorized dealer.
Transportation damage, acts of nature or accidents
Any claim filed without a valid proof of purchase will not be accepted including a gifted product. Original proof of purchase is required.
Any product not shipped to Gearbox for evaluation.
Racquetball Policy
Gearbox offers a 6-month limited warranty from the original date of purchase for purchases made directly from Gearbox or an authorized Gearbox dealer. All warranties are non-transferable and are for the original purchaser only. Product must have been purchased in new condition to qualify. Items purchased used or from a private party or unauthorized dealer do not qualify. Proof of purchase is required for a valid claim and defective product must be returned to Gearbox for evaluation prior to replacement.
What is Covered?
Gearbox’s 6-month policy protects against factory defects including materials and workmanship. Coverage is valid for purchases made directly from Gearbox or an authorized Gearbox dealer. Proof of purchase is required for a claim to be opened and processed. Defective product must be shipped to Gearbox for evaluation and replacement.
What is Excluded from Coverage?
Racquets with wear and tear as part of normal play.
String breakage is not covered under policy.
Breaks, dents, scratches or other damage caused by any type of collision or impact.
Breakdown of racquet edge from repeated strikes with the ground, negligent care and abuse.
Purchases older than 6-months from original purchase will not be accepted.
Racquets purchased “used” or new from a private party or unauthorized dealer.
Transportation damage, acts of nature or accidents
Any claim filed without a valid proof of purchase will not be accepted including a gifted product. Original proof of purchase is required.
Any product not shipped to Gearbox for evaluation.
Paddleball Policy
Gearbox offers a 3-month limited warranty from the original date of purchase for purchases made directly from Gearbox or an authorized Gearbox dealer. All warranties are non-transferable and for the original purchaser only. Product must have been purchased in new condition to qualify. Items purchased used or from a private party or unauthorized dealer do not qualify. Proof of purchase is required for a valid claim and defective product must be returned to Gearbox for evaluation prior to replacement.
What is Covered?
Gearbox’s 3-month policy protects against factory defects including materials and workmanship. Coverage is valid for purchases made directly from Gearbox or an authorized Gearbox dealer. Proof of purchase is required for a claim to be opened and processed.
What is Excluded from Coverage?
Paddles with wear and tear as part of normal play.
Breaks, dents, scratches or other damage caused by any type of collision or impact.
Breakdown of paddle edge from repeated strikes with the ground, negligent care and abuse.
Paddles that are modified or tampered with in a permanent manner will not qualify.
Purchases older than 3-months from original purchase will not be accepted.
Paddles purchased “used” or new from a private party and unauthorized dealer.
Transportation damage, acts of nature or accidents
Any claim filed without a valid proof of purchase will not be accepted including a gifted product. Original proof of purchase is required.
Any product not shipped to Gearbox for evaluation.
File a Claim
When submitting an item for warranty evaluation, we kindly request that you relinquish the product to Gearbox for thorough examination. This allows our team of experts to assess the issue and determine if it falls within the warranty coverage. Additionally, we require proof of purchase to validate the warranty claim and ensure a smooth process.
Please keep in mind that each Gearbox product has a specific warranty period, which varies depending on the item. The duration of the warranty is outlined in the documentation accompanying your purchase.
If you need to file a claim please continue the process by clicking HERE
Manage your account
Log into your account to manage your preferences including; Manage your billing and shipping address, requesting returns, re-ordering and tracking your packages.
Logging into your account.
To log in to your account, no password is required. Gearbox uses a two form authentication for security purposes, in which you will enter your email address and we will send you a 6 digit code to your email that you will need to enter to login.
