Shipping policy

Returns & Exchanges

At Ping Pong Virtuoso, we understand how important it is to be happy with your equipment. We’re players too, and we know that the right blade, rubber, shoes, table or accessories can make a real difference in how you train, compete and enjoy the game.

We are an authorized dealer for the brands we carry, and we stand behind the products we sell. If there is a problem with your order, we’ll do everything we reasonably can to make it right.

1. Return Window

You have 30 calendar days from the date you receive your item to request a return authorization. Once 30 days have passed since delivery, we are unfortunately no longer able to offer a refund, exchange or store credit.

2. Eligibility and Item Condition

To be eligible for a return, your item must be:

  • unused, unworn, unwashed and in resalable condition;
  • in its original packaging, with all tags, labels, protective films, seals and accessories included;
  • packaged so that the product’s own box is not damaged, written on, or used as the shipping box.

Returned merchandise is inspected before a refund or store credit is issued. Products showing signs of use, installation, play, wear, washing, alteration, missing packaging, or damage caused after delivery may be refused, or may not qualify for a full refund.

3. Non-Returnable Items

Custom and altered products. Products that have been customized, assembled or modified specifically for you cannot be returned unless they are defective or we made an error with your order. This includes, but is not limited to:

  • rubbers that have been cut;
  • rubbers that have been glued or installed on a blade;
  • custom-assembled table tennis rackets;
  • blades or other products modified at the customer’s request;
  • personalized or specially ordered products identified as non-returnable.

If you are unsure whether a blade or rubber is right for you, please contact us before requesting assembly.

Table tennis tables. Table tennis tables are non-returnable and non-refundable. All sales of table tennis tables are final once delivery has been accepted, except in cases of manufacturer defect or transit damage reported within the timeframe set out in section 6.

4. How to Make a Return

Please contact us before sending anything back.

  • Email support@pingpongvirtuoso.com with your order number and proof of purchase.
  • Once your return request has been approved, we will provide a Return Merchandise Authorization number (RMA #) and return instructions, normally within 2 business days.
  • Returns sent without authorization may experience processing delays or may be refused.
  • Please package returned products securely. Customers are responsible for merchandise until it reaches us, so we recommend using a shipping service that provides tracking.

5. Shipping Costs

Change-of-mind returns. The customer is responsible for return shipping costs. Original shipping charges are non-refundable.

Defective, damaged or incorrect items. We will work with you to correct the problem at our expense. For eligible orders within Canada, we will normally provide a prepaid return shipping label when the product needs to be returned.

International orders. We may not be able to provide a prepaid shipping label. If return shipping is required, please contact us before shipping the product so we can provide instructions and confirm the reimbursement amount.

6. Damaged, Defective or Incorrect Items

We carefully inspect and package orders before shipment, but occasionally something can go wrong.

If you receive a product that is defective, damaged in transit, or different from what you ordered, please contact us as soon as possible and include photos of the product, its packaging and the shipping box where applicable.

For heavy freight shipments, including table tennis tables, damage must be reported within 48 hours of receipt. Please inspect the shipment before signing for it where possible.

Please do not return a defective or damaged product without contacting us first. Depending on the situation, we may replace the product, provide replacement parts, or arrange another appropriate solution.

7. Refunds and Processing

Once the returned merchandise has been received and inspected, we will normally process your return within 3 business days.

  • By default, we issue a store credit for the full eligible product value.
  • If you prefer a refund to your original method of payment, please indicate this when requesting the return. A 5% processing fee applies to refunds issued to the original payment method.
  • Original shipping charges are non-refundable.
  • Where a refund is issued to a card, the time it takes to appear on your statement depends on your card issuer.

8. Before You Buy — A Few Notes That Save Returns

  • Footwear and apparel: please try items on indoors, and keep all original tags and packaging until you decide to keep them.
  • Blades and rubbers: inspect the product carefully before removing protective packaging, applying glue, cutting rubber or assembling a racket. Once a sheet has been cut or glued it can no longer be returned.
  • Tables: check the dimensions, the folded footprint and delivery access at your address before ordering, since tables are final sale once delivery is accepted.

9. Contact

Ping Pong Virtuoso
5277 Av du Parc, Montréal, QC
support@pingpongvirtuoso.com
+1 514 272 8928