Shipping policy

Shipping Policy

Last updated: Tuesday 31st March 2026, 9:45AM

At Quay Rackets, we aim to dispatch your order as quickly and efficiently as possible. This Shipping Policy explains how we process, dispatch and deliver orders placed through our website.

1. Order Processing

We aim to process and dispatch orders within a reasonable timeframe after payment has been received in full.

Orders are usually processed during our normal working days. Orders placed on weekends, bank holidays or outside business hours may be processed on the next working day.

Please note that processing times may vary during busy periods, promotional periods, holidays or where additional checks are required.

2. Shipping Methods

We use trusted delivery partners to send orders to our customers. Available shipping options will be shown at checkout where applicable.

Shipping services may vary depending on:

  • the size of the order
  • the weight of the parcel
  • the delivery address
  • the products ordered
  • the courier availability for your area

We reserve the right to use an alternative courier where reasonably necessary.

3. Delivery Areas

We currently dispatch orders to the delivery locations made available at checkout.

If your delivery address is outside our normal shipping area, additional charges, longer delivery times or delivery restrictions may apply.

If we are unable to fulfil an order to your chosen address, we reserve the right to cancel the order and issue a refund.

4. Delivery Times

Delivery times shown at checkout or elsewhere on our website are estimates only and are not guaranteed.

While we always aim to dispatch and deliver orders promptly, delays can happen due to factors outside our control, including:

  • courier delays
  • weather disruption
  • high parcel volumes
  • supplier issues
  • customs delays
  • incorrect address details
  • failed delivery attempts

Quay Rackets shall not be liable for delivery delays caused by circumstances beyond our reasonable control.

5. Shipping Charges

Shipping charges are calculated at checkout where applicable.

Delivery costs may vary depending on:

  • order value
  • parcel size
  • parcel weight
  • delivery location
  • shipping method selected

Any shipping charges will be clearly shown before you complete your purchase.

6. Incorrect Shipping Information

It is the customer’s responsibility to provide accurate and complete delivery information at the time of ordering.

If an incorrect or incomplete address is provided, this may result in delays, failed delivery, returned parcels or additional charges. Quay Rackets is not responsible for any loss, delay or extra cost caused by incorrect address details submitted by the customer.

If an order is returned to us due to incorrect delivery information or failed delivery, we may require additional postage payment before re-dispatching the order.

7. Missed Deliveries and Returned Parcels

If a delivery attempt is missed, the courier may leave instructions for redelivery or collection.

If a parcel is returned to us due to:

  • failed delivery attempts
  • refusal of delivery
  • non-collection
  • incorrect address details

we may contact you to arrange re-delivery. Additional shipping charges may apply.

If you no longer want the order, any refund issued may be reduced to reflect the original shipping cost and any return or handling charges, unless the item was faulty or sent in error.

8. Damaged or Missing Parcels

If your order arrives damaged, or if part of your order is missing, please contact us as soon as possible at sales@quayrackets.co.uk.

Where possible, please include:

  • your order number
  • a description of the issue
  • photographs of the parcel and packaging
  • photographs of any damaged items

We may need this information to investigate the issue with the courier and resolve the matter properly.

9. Risk and Ownership

Risk in the goods passes to you upon delivery to the address provided in your order.

Ownership of the goods passes to you only once we have received full payment for the order, including any applicable delivery charges.

10. Customised and Service-Based Orders

For products involving restringing, racket customisation, or other specialist services, dispatch times may be longer than standard product orders.

Any dispatch or turnaround times given for customised orders are estimates only and are not guaranteed.

We are not responsible for delays caused by:

  • waiting for customer confirmation
  • stock availability of strings, grips or customisation materials
  • workload levels
  • supplier delays
  • circumstances outside our reasonable control

If timing is important, you should contact us before placing your order.

11. Demo Rackets and Special Service Items

Where demo rackets, hire items or specialist service products are supplied, separate dispatch, return and handling arrangements may apply.

Any additional terms relating to demo racket hire, loan periods, deposits or returns will be communicated separately where applicable.

12. International Shipping

If international shipping is offered, customers are responsible for any applicable:

  • customs duties
  • import taxes
  • local fees
  • clearance charges

These charges are not included in our product prices or shipping charges unless explicitly stated.

International delivery times may vary and are subject to customs processing and local courier services.

If international shipping is not currently offered, any order placed for an unsupported destination may be cancelled and refunded.

13. Contact Us

If you have any questions about shipping or your order, please contact us:

Quay Rackets
QUAY RACKETS LIMITED (16902222)
Ground Floor Shop, Pipler
Poole
BH15 1HF

Email: sales@quayrackets.co.uk
Phone: 07926 749715