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Order Terms

Toalson USA guarantees to address your concerns or questions immediately upon your call. Our knowledgeable staff is prepared to make your shopping experience a pleasure.
Toalson USA guarantees you will be satisfied with the performance of our products'one of the reasons we feature the world's top rated racquet strings.
Toalson USA accepts orders via web site, by calling customer service at 412-586-3610 or by fax. Orders with payment received via mail without registering the order with customer service prior, will be returned.

Prices prevailing at the time of shipment will apply on all orders and are subject to change without notice. Possession of this price list does not constitute an offer.

Toalson USA accepts the following credit cards: Visa, MasterCard, Discover/Novus, and American Express.

Shipping and handling costs are determined by the amount, weight and delivery address of the order. Express delivery is available upon request for an extra fee. We try to ship out all orders within 24 hours. Orders shipped by Air placed by 3pm EST will generally go out that same day, but no delivery hour is guaranteed and larger orders will take additional processing time. If you have specific time requirements please call us to confirm or place your order. Next, 2nd and 3rd day air shipment times do not include day package is shipped or weekend days. Second day order that ships Thursday will arrive Monday, Friday 2day Air shipments on Tuesday. All next day orders that ship Friday will arrive Monday. Saturday delivery is an additional charge and available for call in orders only. Any merchandise that is not available at the time of shipment is backordered and the remainder of the order is promptly shipped.

Please inspect each shipment upon receipt of merchandise, noting any discrepancies or damage. Call a customer service representative at 412-586-3610 immediately regarding any shortages. Damage that occurs in transit is the carrier's responsibility and you must make claims at once to the carrier by the consigning customer.

We will accept returns, with a return authorization number, within 30 days of shipment, for a refund or exchange. Return shipment must have a Return Authorization Number (RA Number) clearly printed on the outside of the box/packaging (Call Toalson USA at 412-586-3610 to obtain an RA Number). Toalson USA will refuse any return without an RA Number. All merchandise returned may be subject to a 15% restocking fee. We reserve the right to inspect merchandise for misuse and to determine whether repair, replacement or adjustment is necessary. Merchandise must be returned in its original box/packaging and in new and resalable condition or be charged a 15% restocking fee. The customer is responsible for all return shipping and handling charges. It is recommended that a traceable method of transit be used, as Toalson USA will not assume responsibility for returns that are lost during transit. If it is determined that Toalson USA is at fault, there will be no restocking fee and shipping and handling charges will be credited back to the customer. Call 412-586-3610 for a Return Authorization Number. Customized special orders are non-returnable and non-refundable. Videos are non-returnable and non-refundable once the wrapping has been removed. Defective videos will be replaced with the same title only. Credit and/or refund will not be issued for defective videos.
Please note that strings are non-returnable if the stringing machine used has a serrated or grooved string gripping surface on the tensioner or clamps. Please look at each set of string carefully before you start to string. Uncoil the set, taking care not to have the string kink. If it does not look or feel right, return it for either a refund or replacement. If the string breaks during or shortly after stringing, it is almost always due to bad grommets or stringer's error. Many times the grommet "looks okay" but in fact is internally damaged. If a set of string breaks after you have started stringing and you believe it was due to a string defect, then follow this procedure:
1. Remove the string and mark the two ends where the string broke.
2. Write down the following information: (a) racquet being strung, (b) tension, (c) stringing machine being used, and (d) where and when the string broke.
3. Call Toalson USA Customer Service to acquire a Return Authorization Number (RA Number) We will evaluate the string. If it is determined to be defective, we will replace the string.

*Natural gut strings do not apply to this policy and are non-returnable due to the inconsistent nature of the fibers.
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