FAQ

Can I order over the phone?

Yes. You will be able to talk to someone that plays the game and knows the gear. Call us at 1-613-766-3231: Monday – Friday: 10 am – 5 pm EST. Orders placed before 12 noon during business hours will be shipped out on the same day.

Is there free shipping available?

Yes for a limited time. Orders over $199 shipping to most major centers or close proximity in Canada will receive free Business Expedited shipping. Remote locations (such as the NT, Nunavut, etc) may incur an extra delivery charge to cover the extra delivery costs charged to us.

I bought shoes and a racquet but there was no shoe box in the shipping box. Why?

We run a pretty tight ship here at Squash Unlimited. Extra space / weight in another shipping box means more cost to you for shipping. Why ship air? So we remove the shoe box and put your shoes in a sealed plastic shipping bag to help reduce the weight. If you would like the shoe box let us know and we will flatten it and include it in the shipping box if you like.

Why is my order still pending after 24 hours of placing it?

We try to ship in stock orders within 24 hours of receiving them during business hours (does not include weekends and holidays). If there is a problem with the order (out of stock, credit card problem, etc) we will contact you within 24 hours. 

Our shipping days are Tuesday to Friday.   


Please provide an email address that you check regularly as well as a day-time phone number to speed things up if we need to contact you.

Who are we?

Squash Unlimited was started in 2001 and is run by Larry Howes. Larry has been passionate about racquets and racquet service ever since he first started his first store, the Sweet Spot, in Edmonton, Alberta 21 years ago. Larry has been a Master Racquet Technician with the United States Racquet Stringers Association for over 12 years and has strung at many professional events including the 2000 US Open at Flushing Meadows, the Rogers Cup for 3 years in Montreal, Quebec and most recently the 2010 French Open at Roland Garros.

In 2008 Larry started Racquet Science in beautiful Kingston, Ontario. It is a small shop dedicated to all racquet players of all levels and if you are in the area please feel free to drop in and say hi.

Is my order traceable and insured?

Yes. We include the proper amount of insurance and all parcels shipped have a tracking number that you can access from your account and that can be tracked at Canada Post-Tracking.

Are there any taxes / duties for USA and International orders?

Typically there are no duties and taxes charged for USA orders. Your best bet is to contact your local post office and taxation office just to be sure. For International orders there may be taxes / duties so please contact your local post office or tax office to check. All duties / taxes / extra charges are the responsibility of the receiver.

What if I get the order and I don’t like the look, color, balance, fit, etc?

No worries. As long as the items are new and unused with the original tags attached we will either refund you the money (10% restocking fee applies) or exchange the product (no restocking fee).

You will need a Return Authorization number (RA#). Please contact us by phone (613-766-3231) or email warranty@squashunlimited.com.

Do you price match your competitors?

Yes we price match for orders over $99 (before tax) shipping to a Canadian address. For our US customers we price match on orders over $199 before taxes.

Please provide the name and contact information and we will check it out. Once we contact them and check they are an authorized dealer, have the items in stock, and are available to ship we will price match their landed cost. We compare apples to apples so please take into account any shipping, currency conversion, credit card conversion charges, and handling fees. If you are asking for a price match on multiple items the items all need to be in stock and available for shipping from the competitor.

If the price difference is over $10 we will even through in the shirt off our back (Squash Unlimited t-shirt – very cool!) at no charge to thank you for keeping us on our toes. Enter t-shirt size in the comment field during check-out.

Will I get spammed if I give you a real email address, not my hotmail address?

Definitely NOT! We hate spam too and will treat your information the same as we would treat our own personal info.

We may from time to time email our customers (who have opted-in during checkout, it is set to opt-out just in case you miss it) to let them know of store sales or events coming but that is it, honest!

Does your site collect cookies?

We collect non-personal information about your use of our site, directly and through the use of cookies. Cookies are small computer files that we transfer to your computer's hard drive that allow us to know how often someone visits our site. This information helps us to customize our web site specifically for you and also allows us to statistically monitor how many people are using our site and for what purpose. Cookies do not retrieve personal information from your computer.

What is your return policy?

Our goal is to ensure that you are completely satisfied with your purchase from Squash Unlimited. When you receive your purchase, we ask that you examine it closely prior to opening the factory sealed product packaging.

If you are not completely satisfied with your purchase, you may return or exchange the new & unused product within 30 days from purchase. Please see restocking fees below for further information.

We will not accept any racquets, shoes or other items which have been used or tested. I.E. The plastic wrap on the racquet handle removed or shoes with visible wear. All packaging/sold goods must be in perfect / resellable condition.

Please note - DVDs and books cannot be returned once purchased. If a DVD is not working it will be replaced with the same one upon inspection.

Re-Stocking Fees

There will be a 10% restocking fee for items returned for a credit card refund. There are no restocking fees if you would like to exchange your item for a similar priced order of item(s).

A store credit will be issued good for one year for returned items when replacement product is purchased that is less than the first purchase.

Refunds will be credited to the same card used from the original order.

If your original order qualified for free shipping see "Free Shipping" above in regards to refunds.

Please do not damage the original shoe box (ie: with tape, writing) when returning NEW or UN-WORN shoes for credit or a refund. We cannot re-sell shoes without the manufacture's original box in good condition. Please take the time to send the shoes, and shoe box, back to us as they were shipped to you - in another box / bag. Credit cannot be given for shoes sent back in damaged shoe boxes.

Return Procedure

  1. Ensure your item(s) meets the return criteria above in "Return Criteria".
  2. Obtain a Return Authorization Number (RA#) by emailing us at: Returns
  3. Include the invoice and the credit card receipt.
  4. Include a brief note for the reason for the return and what you would like done (credit, refund, exchange) along with your contact information.
  5. Returns without an RA# number on the outside of the box will be refused.

Send to:
Squash Unlimited c/o returns RA#_________
332a Barrie Street Kingston, Ontario, Canada
K7K 3T1

Parcels should be insured and require a signature upon delivery to ensure your ability to make a claim against non-delivery or damage with your carrier if it should happen.

US Customers

Return only by US Postal Service (USPS)

Items returned by other couriers (UPS, FedEx,etc) charge brokerage / handling fees. If you want to return your item by these couriers these fees will be deducted from your refund or charged to your credit card. Please inform us that you will be sending your parcel back other than USPS before we generate the RA#.

Write the RA# on the outside of the shipping box / bag.

Fill out form "CP-72 Customs Declaration & Dispatch note " available from your post office. Be sure to mark on Line 10 that it is a "Returned Good".

Shipping and handling (S&H) charges are non-refundable unless it is our mistake.

Include the invoice and credit card receipt along with a note for the reason for the return and what action you would like done.

Canadian Customers

Obtain a RA# and write it on the outside of the container.

Include the invoice and credit card receipt along with a note for the reason for the return and what you would like us to do.

Yikes, I just broke my racquet or my shoes just ripped is there a warranty?

Yes. We are an official retailer and as such all items have a manufacturing warranty against defect.

Email us at warranty@squashunlimited.com or call direct at 613-766-3231 for warranty coverage information and time frames.

If the warranty item is not replaced and you would like the broken item returned to you please include a cheque made payable to Racquet Science in the amount of $14.99 to cover the return shipping.

Do you have a racquet demo program?

Yes. At Racquet Science we have a full demo program for tennis, squash, and badminton. There is a $5 charge per day per racquet and if you purchase a racquet within 30 days you receive up to $20 of the demo fees that you paid credited back onto your purchase.

We are hoping to have a Squash Unlimited demo program for online customers in the near future. Please contact us for updates if you are interested.

Do you do special orders?

Yes. We can’t carry everything so we can special order items in from our suppliers for you. We do not charge extra for special orders but special orders are final sales and are non-returnable.