Refund policy

Klipper USA is committed to customer satisfaction.  If your order arrives damaged, incorrect or incomplete, please notify us within 3 business days of the original date of receipt. We will do our best to rectify the situation quickly and fairly.

Return Policy
Most items are returnable in the event you ordered an item incorrectly or change your mind about a purchase.  All returns are subject to the following conditions:

  • Item must be returned within time-frame allowed.  See list below.
  • Item must be in saleable condition.  See list below.
  • All returns are subject to a 15% restocking fee. (Except for Exchanges. See below.)
  • Original shipping is not refundable.  If you received free shipping on your item, our actual outbound shipping cost will be deducted from your refund.
  • You are responsible for the cost of return shipping. 
  • The cost of damaged or missing parts of an item will be deducted from any applicable refund.
 
After checking the time frame for return eligibility for the item you wish to return, please follow the return process outlined below.     
  • Stringing Machines (including Machine Stand and Carrying Case), Machine Parts & Court Equipment: These items must be returned within 30 days of delivery date.
  • Strings, Grips & Accessories: These items must be returned within 90 days of delivery date.  Pre-packaged items must be unopened and in saleable condition.  String reels must be unused.  We cannot accept returns on partially used reels.
  • Gift Certificates: All sales are final. Not returnable at any time.

Starting a Return
To return an item, email us at topseed@klipperusa.com to obtain authorization to return your item.  In your email, please provide the following information: Order Number, item(s) and quantity you wish to return, and the reason for the return. Upon reviewing your request to confirm eligibility, we will email you to authorize the return and provide further instructions. 

Packaging and Sending your Return
Once we have authorized your return, carefully pack your item(s) for shipping back to us, including all original packing and materials (manuals, accessories, etc.) if applicable.  It is important to make sure that the item is sent in packed securely to avoid damage during return shipping.  The cost of any damage to the item during shipment will be deducted from the refund.

Additional instructions for Klippermate Racquet Stringer:
To properly return your machine, we recommend that it be sent back in the original carton unless damaged during shipment to you.  No matter what carton is used, it is important that you pack it very carefully so no damage occurs.  If you remember, the machine was packaged very securely in the box when you received it.  Make sure the machine and the individual pieces are cushioned so they don't damage each other during shipment.  The machine is heavy so it must be packed properly.  Everything must be returned (tools, manuals, strings, etc.) so no further deductions are made.

Send the item back using your preferred shipping method.  For valuable items, you may wish to insure the package, as we are not responsible for items damaged or lost in transit.

Refund
Once your return is received and inspected, your refund will be processed.  The refund will be issued to your original method of payment.  This process usually takes just a few days, but can take up to 10 days depending on your bank.

Returns without Prior Authorization
In order to keep prices low for all customers, authorization is required to return merchandise.  If a return is received without prior return authorization the shipment may be refused and/or returned to you at your cost.  Thank you for helping us to keep prices low.

Exchanges
Exchanges can be made on unopened/unused Strings and Grips if done within 90 days of delivery date.  There is no restocking fee for exchanged items, but you will be responsible for any price difference between the item returned and the new item requested.  You will also need to pay the cost of shipping the new item to you.  To start an exchange, please email us at topseed@klipperusa.com.  In your email, please provide the following information: Order Number, item(s) and quantity you wish to exchange and which item(s) you want instead. Upon reviewing your request to confirm eligibility, we will email you to authorize the exchange and provide further instructions. 

Cancellations
We are committed to processing and shipping orders quickly.  If you need to cancel your order, please call or email us as soon as possible.  If your order has not yet been shipped, we will cancel and refund the order per your request.  However, once the order has been shipped, it can no longer be cancelled.  In this case, the package can be refused or returned to us at your cost.  Once received back, we will process a refund of the merchandise cost, less the cost of original shipping.