KOBO Pickleball Shipping Policy

KOBO is committed to providing reliable order fulfillment and clear shipping information. We offer FREE Standard Shipping on eligible orders and work with domestic and international logistics partners to deliver KOBO products to customers.

By placing an order with KOBO, you acknowledge that shipping and delivery are subject to this Shipping Policy, KOBO's Return & Refund Policy, and other applicable terms published at the time of purchase.

1. Order Processing

Most orders are processed within approximately 24 hours after payment has been successfully authorized and verified. Orders placed on weekends or public holidays may be processed on the next business day.

Processing times may be longer during new product launches, promotions, holidays, inventory transfers, or periods of unusually high order volume.

Once an order has been dispatched, KOBO will provide tracking information when available. Processing and dispatch timeframes are estimates and are not guaranteed.

2. Fulfillment Locations

KOBO fulfills orders through multiple logistics centers. United States orders may be fulfilled from KOBO's California logistics center or from an international logistics center, depending on inventory availability and operational requirements.

Orders fulfilled internationally may require additional transit time and may pass through customs or carrier-transfer facilities before final delivery.

KOBO reserves the right to determine the fulfillment location, shipping carrier, routing, and shipping method for each order. The fulfillment location does not affect product authenticity, applicable warranty coverage, or return eligibility.

3. FREE Standard Shipping

KOBO offers FREE Standard Shipping on eligible orders to the United States, Canada, Mexico, and eligible countries in Asia, subject to the offer displayed at checkout.

For destinations or services outside KOBO's Free Shipping Program, applicable shipping charges will be displayed during checkout.

Shipping charges paid by the customer are non-refundable except where otherwise required by applicable law or expressly approved by KOBO.

4. Duties, Taxes and Customs

United States: Domestic U.S. deliveries do not incur import duties or customs charges.

Canada: Eligible Standard Shipping orders are shipped using Delivered Duty Paid (DDP) service whenever available. Under DDP service, applicable import duties, customs clearance charges, and import taxes are prepaid by KOBO.

Mexico: Mexico is excluded from KOBO's DDP program. Customers are responsible for customs duties, import taxes, brokerage fees, handling fees, or other charges assessed by Mexican authorities or carriers.

Other International Destinations: Where DDP service is available for eligible Standard Shipping orders, KOBO will prepay applicable duties and customs charges. Where DDP is unavailable, or a selected shipping service does not include DDP, the customer is responsible for applicable duties, taxes, VAT, brokerage fees, and other government or carrier charges.

DDP availability may vary by destination, local regulation, carrier, and shipping method.

5. Estimated Delivery Times

Most orders fulfilled domestically within the United States arrive approximately 3-5 business days after shipment. Orders fulfilled from an international logistics center generally require additional transit time.

International delivery times vary based on destination, customs processing, carrier performance, local delivery networks, and other factors.

All processing, shipping, and delivery timeframes displayed by KOBO are estimates only and are not guaranteed delivery dates.

Delivery may be affected by carrier delays, customs inspections, weather, holidays, peak shipping seasons, transportation or labor disruptions, inventory availability, remote delivery locations, government actions, natural disasters, or other circumstances outside KOBO's reasonable control.

A shipment is not considered lost or automatically eligible for cancellation or refund merely because it arrives after an estimated delivery date while it remains actively in transit.

6. Shipping Carriers

KOBO works with domestic and international logistics providers and carriers, which may include UPS, FedEx, USPS, and regional or local delivery partners.

The carrier completing final-mile delivery may differ from the carrier that initially transports the shipment. KOBO may select or change carriers and routing based on destination, service availability, inventory location, and operational requirements.

7. Order Tracking

Tracking information will be provided after shipment when available. Tracking updates may take approximately 24-72 hours to begin displaying movement.

International tracking may temporarily pause while a shipment is in international transit, clearing customs, transferring between carriers, or awaiting processing by a local delivery partner.

A temporary pause in tracking does not by itself establish that a shipment is lost.

8. Delayed Shipments

If a shipment is delayed, KOBO may assist by reviewing tracking information and, when appropriate, contacting the carrier or logistics provider for investigation.

Customers must allow KOBO and the applicable logistics provider a reasonable opportunity to investigate a delayed shipment.

Orders that remain actively in transit are not eligible for cancellation or refund solely because delivery is taking longer than estimated. Shipping delays do not expand eligibility under KOBO's Return & Refund Policy.

9. Lost Shipments

A shipment is not considered lost until the applicable carrier or KOBO's logistics provider has completed its investigation and confirms that the shipment cannot be located or delivered.

If a shipment is confirmed lost, KOBO will determine the appropriate resolution based on the circumstances and applicable policy. A resolution may include replacement or refund.

KOBO will not provide both a replacement and a refund for the same lost shipment.

10. Packages Marked as Delivered

If tracking shows a package as delivered but the customer cannot locate it, the customer should first check the delivery location, household members, neighbors, building management or reception, and the local delivery carrier where appropriate.

If the package remains missing, the customer should contact KOBO Customer Support with the order number and relevant details.

KOBO may request additional information, proof of non-receipt, carrier documentation, or other evidence and may open an investigation with the carrier or logistics provider.

A delivery scan does not automatically qualify an order for an immediate refund or replacement. KOBO will review the available delivery evidence and investigation outcome before determining an appropriate resolution.

11. Incorrect or Incomplete Shipping Addresses

Customers are responsible for providing a complete and accurate shipping address, postal code, apartment or unit information, telephone number, and other information required for delivery.

Address changes cannot be guaranteed after an order has entered processing or shipment.

KOBO is not responsible for delays, failed deliveries, additional charges, or losses caused by incorrect or incomplete information supplied by the customer, except where otherwise required by law.

Additional shipping, carrier, or recovery costs resulting from incorrect customer-supplied information may be deducted from an approved refund where permitted.

12. Refused or Undeliverable Packages

Packages refused by the customer or returned as undeliverable because of an incorrect or incomplete address, unpaid customer-responsible customs charges, or repeated failed delivery attempts may incur return shipping charges, customs charges, carrier handling fees, or reasonable processing costs.

Applicable costs may be deducted from an approved refund where permitted. Original customer-paid shipping charges and customer-responsible duties, taxes, customs charges, and carrier fees are non-refundable except where required by law.

13. Order Cancellations

Cancellation requests should be submitted as soon as possible and before the order has entered fulfillment or shipment.

KOBO cannot guarantee cancellation after processing or fulfillment has begun. An order is not considered cancelled until KOBO confirms that the cancellation was successfully completed.

Orders that have already shipped cannot be cancelled and are subject to KOBO's applicable Return & Refund Policy after delivery.

14. Shipping Claims and Investigations

KOBO may require customers to provide reasonable information or documentation needed to investigate delayed, missing, misdelivered, damaged, or undeliverable shipments.

Customers should cooperate with reasonable carrier or logistics-provider investigation requirements. KOBO will use available order, tracking, delivery, and logistics records to evaluate the claim.

No refund or replacement should be assumed until the applicable investigation and KOBO review are complete.

15. Chargebacks and Shipping Disputes

Customers are encouraged to contact KOBO Customer Support and allow a reasonable opportunity to investigate and resolve a delayed, missing, or undelivered shipment before initiating a payment dispute.

If a payment dispute or chargeback is initiated, KOBO may provide relevant records to the payment processor, financial institution, or other authorized party, including order records, tracking history, delivery confirmation, customer communications, shipping investigation records, and applicable KOBO policies.

Nothing in this Shipping Policy limits rights that cannot lawfully be waived.

16. Relationship to the Return & Refund Policy

Shipping delays, carrier investigations, customs processing, and estimated delivery dates do not independently create return or refund eligibility.

After delivery, eligible return requests are governed by the KOBO Return & Refund Policy. If a shipment is confirmed lost or otherwise requires a shipping resolution before delivery, KOBO will determine the appropriate resolution under this Shipping Policy and applicable law.

17. Contact KOBO

For shipping questions or delivery assistance, please contact KOBO Customer Support at customer.support@kobopickleball.com.

Please include your order number and a brief description of the shipping issue so the support team can investigate efficiently.

18. Policy Updates

KOBO may update this Shipping Policy from time to time to reflect changes in carriers, fulfillment operations, destinations, services, or legal requirements.

The policy applicable to an order will be determined by the version in effect at the relevant time, subject to applicable law.

 

Have a Question About Your Order?

Our KOBO Customer Support Team can help with shipping, tracking, delivery, or order-related questions.