Policies

  1. Privacy Policy
  2. Payment / Hours
  3. Shipping - Delivery Times & Free Shipping
  4. Track a Package
  5. Return Criteria
  6. Return Procedure
  7. Warranties / Defects
  8. Lost / Damaged Shipments
  9. International Shipments
  10. Review Guidelines
  11. Price Match

Privacy Policy

Your privacy is taken very seriously at Squash Unlimited. If you have any questions or concerns about our privacy statement and/or policies please contact us

Collected information:

We do not sell, rent, or trade any personally identifiable information. Any information given by you is protected and used only to identify you as our customer to our customer service / administration staff and to provide customer service.

Security:

Our online ordering system uses industry standard SSL security encryption on secure servers. Your information is transmitted using an encryption algorithm that only we can decode.

Payment / Hours

  1. All prices are in Canadian Dollars.
  2. For Canadian orders GST is charged on all orders and for Ontario orders the PST is charged as well.
  3. For USA orders there are no taxes charged.
  4. Payment can be made by Visa, MasterCard or American Express using our secure shopping cart on-line 24/7 or by calling us at 1-613-766-3231, Mon-Fri, 10am - 5pm EST.
  5. Your order will be shipped when payment has been received and confirmed.
  6. We only process payments when your order is complete and ready to go. If an item is out of stock we will notify you within 24-48 hours hours.

Shipping - Delivery Times + Free Shipping

  • Shipping is by Canada Post.
  • Limited time offer - Orders over $199 CAD will free shipping within Canada.* by Business Expedited service. You can upgrade to Quick ship if you like for a nominal fee.
  • All shipping is insured except for Regular Ground service.
  • Items excluded from the free shipping are balls, ball baskets, and Karakal grips in quantities of 12+.
  • Orders placed before Noon EST will be shipped the same day. Orders placed after 1 pm EST will ship the next shipping day.
  • Our aim is to ship your order within 24-48 hours, Tuesday-Friday excluding holidays. Orders placed on Friday after the cut-off time will ship on Tuesday.
  • To estimate shipping times do not include the day it was sent.
  • All prices and times are based on delivery between major centers.

* Remote areas may incur an additional surcharge of $15-$25 to compensate for delivery charges imposed by the carrier. Please note delivery times for remote areas may take longer than stated. We will contact you within 24-48 hours hours normally before adjusting an order to make sure it is OK.

Approximate delivery times to major centers.

Orders are shipped from Kingston, Ontario, Canada so if you live farther away it will be on the outside edge of the time frame, if you are closer it will be sooner.

  • Canada - Quick Ship: 1-2 business days
  • Canada - Business Standard: 2-7 business days
  • USA - Quick Ship: 4-6 business days
  • USA - Business Standard: 7-10 business days.

Please check with your local customs office on import duties/taxes/brokerage that may be applicable on your shipment. These costs are the responsibility of the customer/receiver.

To obtain a shipping price you can click on "Shipping: Estimate" when you have placed your items in the shopping cart. The system generates an shipping estimate based on your IP address. By entering more exact information such as your postal / zip code , province / state, or country information the system will be better able to calculate the shipping charges.

  • Track A Package
  • After we ship your order you will receive a package tracking # and a link to watch its progress if for any reason you have any issues with your tracking # please contact us

Return Criteria

  • 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 new & unused product within 30 days from purchase.
  • We will not accept any racquets, shoes or other items which have been used, tested, or worn/dirty. 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 can not 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 0% restocking fees if you would like to exchange your item for a similar or higher 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 shoes for credit or a refund. It is difficult to 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. Damaged boxes by tape/writing will be assessed a $20 charge against the refund.

Return Procedure

Ensure your item(s) meets the return criteria above in "Return Criteria".

Obtain a Return Authorization Number (RA#) by calling 613-766-3231 or by emailing us at: Returns

Include a copy of the invoice and the credit card receipt in the box.

Include a brief note for the reason for the return and what you would like done (credit, refund, exchange) along with your contact information.

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.

Please allow 1-3 business days for us to assess the return.

US Customers

  • Return only by United States Postal Service (USPS).
  • If you choose to return items returned by another courier (UPS, FedEx,etc) please be aware they may charge brokerage / duty / handling fees. If you want to return your item by these couriers these fees / charges will be deducted from your refund or charged to your credit card. Please inform us how you will be sending your parcel back 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" with $0 value.
  • Shipping and handling charges are non-refundable unless it is our mistake.

Canadian Customers

  • Obtain a RA# by calling 613-766-3231 or by emailing us at: Returns
  • Package up the items and send to:
    Squash Unlimited c/o returns RA#_________
    332a Barrie Street Kingston, Ontario, Canada
    K7K 3T1
  • Include a copy of the invoice and credit card receipt along with a note for the reason for the return and what you would like us to do.

Warranties / Defects

  • All items we sell are covered by a manufacturers warranty against manufacturing defects. Typically racquets have a 60 day warranty and shoes are 30 days. Contact us for exact details for each manufacturer.
  • If you feel a item has failed due to a manufacturing defect please contact us to obtain a RA# for a warranty assessment. See return procedure above for the complete details.
  • If deemed defective by the manufacturer, products will be exchanged within the manufacturers warranty period. Original shipping charges are non-refundable. Shipping costs of items for a warranty assessment are the responsibility of the customer. If an item is warrantied it will be shipped N/C to you within Canada / USA. See below for International exceptions.
  • Sometimes an item will need to returned to the manufacturer to determine whether or not it is a warranty. In these instances it may take 4-5 weeks.
  • If the warranty racquet is not replaced and you would like the broken frame returned to you please include a cheque made payable to Racquet Science in the amount of $14.99 to cover the return shipping.

Lost or Damaged Shipments

  • Lost or damaged orders must be reported within 30 days of purchase date. If a carrier refuses to accept a claim for a lost or damaged shipment because the time lapse exceeds its liability period, the loss will be assumed by the customer. Damaged delivery boxes should be noted with the carrier at time of delivery.
  • Squash Unlimited will not be liable for losses resulting from shipping delays, errors or non-delivery.
  • Losses or damage on returned items are the customers responsibility. Please make sure your parcel is insured and traceable.

International Shipments

  • If your country is not listed please contact us for a shipping quote, info@squashunlimited.com
  • Due to the wide scope of shipping costs we reserve the right to contact you by email within 48 hours before proceeding with your order if the shipping costs need to be adjusted.
  • An International Order form will need to be filled out and returned by email to confirm your information.Contact us and we will email you the form.
  • Please allow 3-5 business days to process your credit card and confirm address / shipping information.
  • Average shipping time is 8-12 business days for ExpressPost and 4-6 weeks for Surface. Time may vary depending on location. Contact us for exact shipping times.
  • Warranty - To return an item that you feel is a manufacturer defect the same procedure applies as above in section 7. Shipping costs are the responsibility of the customer. Please note the return shipping of warranteed items will be credited $12, the remainder of the shipping is the responsibility of the customer and will be charged to the current credit card used for the original order.

Review Guidelines

You may submit your reviews. Contributions are subject to subject to our privacy policy.

By submitting reviews and contributions on this website forum, you are granting Squash Unlimited (SU) a nonexclusive, perpetual, royalty-free, irrevocable and fully sublicensable right to use, reproduce, modify, adapt, publish, translate, distribute and display such content throughout the world via any media.

    By submitting your review you represent and warrant that:
  • you own or control the content of your review and it is your own original work;
  • the content is not defamatory and does not infringe any applicable laws and
  • the content is accurate, truthful and your own genuine opinion and
  • you will indemnify and hold harmless SU for all damages, costs and expenses incurred for breach of these warranties.
  • SU reserves the right not to publish reviews, to amend content of reviews at any time and to remove reviews from this website without notice after publication at SU’s sole discretion.

Publication of reviews and content on the website does not signify that SU agrees or affirms with the views and content given.

If there is any conflict between these Terms and other terms appearing elsewhere on this website then the latter shall prevail.

These Terms shall be governed by and construed in accordance with the laws of Canada and any disputes arising shall be subject to the non-exclusive jurisdiction of the courts in Canada.

Customer Review Rules

You agree to post reviews and contributions in accordance with the following Guidelines. We will not publish a review unless it follows these Guidelines. These Guidelines are not exhaustive and SU reserves the right to vary them from time to time and the Guidelines published at the time of browsing shall be those in effect.

Reviews and Content Guidelines

  • No unlawful or objectionable content – this means you should not submit reviews that contain words, language or content that is or may be considered unlawful, defamatory, libellous, abusive, racially or sexually offensive or obscene
  • Original – content of user reviews should not infringe the intellectual property rights or other proprietary rights of others that shall include copyright, trademark, privacy or trade secrets
  • Harmful content – Reviews shall not contain viruses, worms, Trojan horses or other computer program that may damage or affect any system or data
  • No single word reviews. Reviews are automatically limited to 2500 characters
  • No spamming or advertising – reviews shall not contain commercial web or e-mail addresses and no promotional or advertising material of any kind including the pricing and availability information and alternative ordering information
  • No HTML tags
  • Reviews should be genuine experiences and content should be relevant and helpful to other users of the website
  • Reviews are to be written and shall be published in English
  • Reviews that contain questions or comments aimed at other contributors or website users or SU staff and/or representatives will not be published
  • Users should not use false e-mail addresses, impersonate others or in any way mislead as to their identity. SU confirms that any personal identifiable information such as addresses, phone numbers or URL’s will be removed and reviews or contributions may not be published
  • Contributors under the age of 18 should get the permission of a parent or guardian before submitting any review or contribution.

Disclaimer

SU has encouraged contributors to give legitimate, constructive feedback on SU services, products and their associated equipment experiences.

SU shall not be in any way responsible or liable for reliance by users on any information that is obtained from this forum and SU does not make any representation or warranty, either express or implied as to the accuracy or reliability of any information or content that is published on this forum. Publication of these reviews and their content does not signify that SU agrees with the views and content given.

The views are the contributors own and have been made in good faith and in accordance with the Terms of Use and Review and Content Guidelines.

If you are offended by any content of a review or become aware of any postings that are in any way defamatory or in breach of the Terms of Use and/or Guidelines please let us know by contacting our Customer Services Team and we shall endeavour to remove any offending material

Price Match

At SquashUnlimited.com we are committed to providing the best service possible to our customers - and this includes doing everything we can to keep our prices competitive. Our Instant Price Match policy gives you the chance to let us know when another web site is selling the same product for a lower price - and gives us the chance to match that price if we can!

On every product page, you'll see the Instant Price Match check mark above the Add To Cart button. If you'd like us to price match a competitor, simply click the Red Check mark icon and enter the relevant information. The price for the item will be matched plus 5% of the difference will be credited immediately. You can then proceed to checkout. We like to process cards manually within 24-48 hours and so you card will not be charged until we have had a chance to double check we have stock and to verify the price match.

If your price match request can be verified, your order will ship with no added delay. If we have trouble verifying your price match, we will contact you within 24-48 hours via email and will not process your order until we have heard from you. If we have not heard from you within seven days, your order will be canceled.

Please note, that for a fair price comparison all charges** from both parties will be taken into consideration (shipping, taxes, exchange rates, handling fees, duties, etc) and the landed cost to your door will be the verified price.Squash Unlimited is a Canadian company based in Ontario and so there are no duty / brokerage charges.
** Be aware that additional charges for items shipped from USA competitors by UPS, Fedex, etc are subject to duties /brokerage as well as your provinces applicable taxes. USPS will charge a $5 handling fee. Duties on shoes imported into Canada are 16%, racquets are 0%, and accessories are usually 5%.

Price Match Policies:

  • The competitor must be an authorized retailer for this product in Canada/USA, offering the full manufacturer's warranty and able to ship the item to Canada.
  • The product you would like to price-match must be an identical item including brand, model year, color and size.
  • The product you would like to price-match must be in stock and ready for immediate shipment from the competitor as well as Squash Unlimited.
  • The product must be in brand new condition with original packaging. We cannot price match seconds or used products.
  • Products listed on auction sites (e.g. eBay) or by individuals (e.g. Craigslist / Kijiji) cannot be accepted for price matching.
  • Free bonus products are NOT included with price-matched items.
  • The Price match is not retroactive and cannot be applied after you have ordered your product.
  • We reserve the right to refuse a price match.
  • We will price match items from a single store. We do not price match items from multiple stores.  
  • This offer is only open to Canadian consumers shipping to a Canadian address at this time.

If you have any questions on any of our policies please contact us by:

  • Email info@squashunlimited.com
  • Telephone: 1-613-766-3231
  • Snail Mail:
    Squash Unlimited c/o Policies
    332a Barrie Street
    Kingston, Ontario, Canada
    K7K 3T1

Thank you.

The Squash Unlimited Team