Damaged Package & Claims Policy

Damaged Package & Claims Policy

We carefully pack orders for shipment, but packages may occasionally be damaged, delayed, lost, or mishandled by carriers. This policy explains what to do if there is an issue with your shipment.

If your order arrives damaged, incomplete, or incorrect, contact us as soon as possible at usa@padelmarket.com.

Report the Issue Promptly

Please report damaged, missing, or incorrect items as soon as possible after delivery. The sooner you contact us, the easier it is to review the issue and work with the carrier or fulfillment partner when needed.

Delayed reports may limit our ability to investigate the issue, file a carrier claim, or provide a resolution.

What to Send Us

Please email us at usa@padelmarket.com with the following information:

  • Your order number.
  • The email address used to place the order.
  • A brief description of the issue.
  • Photos of the outside of the package.
  • Photos of the shipping label.
  • Photos of the inside packaging materials.
  • Photos of the damaged product, if applicable.
  • Photos of all items received, if something is missing or incorrect.

Keep the Packaging

Please keep the original shipping box, packaging materials, labels, and all products until the issue has been reviewed.

Carriers may require packaging photos or inspection before a claim can be processed. If packaging is discarded, claim approval may be affected.

Damaged Items

If your product arrives damaged, we will review the photos and information provided. Depending on the situation, we may request additional details, file a carrier claim, offer a replacement, issue store credit, provide return instructions, or offer another appropriate resolution.

Please do not use a damaged item unless our team confirms that it is acceptable to do so.

Missing Items

If an item is missing from your order, please check whether your order shipped in multiple packages. Some orders may arrive in separate shipments with different tracking numbers.

If all packages have been delivered and an item is still missing, contact us with photos of the package and all items received.

Incorrect Items

If you received the wrong item, contact us before using or returning the product.

Please include photos of the item received, packaging, barcode, product label, and shipping label so we can review the issue quickly.

Packages Marked Delivered

If tracking shows that a package was delivered to the shipping address entered at checkout, Padel Market USA is not responsible for loss, theft, or damage after delivery.

If you cannot find a package marked as delivered, please check with household members, neighbors, building staff, front desk teams, mailrooms, or the carrier first.

If you still need help, contact us with your order number and tracking information. We will review the situation and assist where possible.

Carrier Claims

In some cases, we may file a claim with the shipping carrier. Carrier claims may require photos, packaging, proof of value, tracking information, and time for investigation.

A carrier investigation does not guarantee claim approval, refund, or replacement.

Refused or Unauthorized Returns

Please do not refuse delivery or send products back without contacting us first. Refused, unauthorized, or improperly returned packages may delay processing and may be subject to shipping costs, carrier fees, or deductions where permitted by our policies and applicable law.

Need Help?

For damaged packages, missing items, incorrect items, or delivery issues, contact us at usa@padelmarket.com.