FAQ
Find answers to the most common questions about orders, shipping, returns, and warranty.
How can I place an order on the website?▾
Browse our online store and add items to your cart.
Click the cart icon (top right) to review your order.
Read and check the box to accept the terms, then click “Checkout”.
Enter your shipping and billing details, choose a shipping method, and complete payment.
You’ll receive an order confirmation by email once payment is completed.
I didn't receive an order confirmation. What should I do?▾
Check your junk/spam folder first.
If you still don’t see it, the payment may not have been completed. In that case, the pending transaction will cancel automatically in the next few days.
If you’re unsure, contact us with your name and the purchase date so we can verify your order.
Can I modify or cancel my order after placing it?▾
If your order hasn’t shipped yet, we may be able to modify or cancel it.
Contact us as soon as possible with your order number so we can check the status.
Once an order has shipped, changes or cancellations aren’t possible.
My order hasn’t shipped yet. Is that normal?▾
If your order was placed after the carrier pickup, it will be processed the next business day.
Our warehouse is closed on weekends and holidays, which can add a short delay.
You’ll receive a shipping confirmation email with a tracking number once your order leaves our warehouse.
What payment methods do you accept?▾
We accept Visa, Mastercard, Apple Pay, Google Pay, and Shop Pay. All transactions are secured and processed through a protected payment platform.
My payment was declined. Why?▾
Payments can be declined for several reasons: the card has expired, the information is incorrect (name, number, date, or CVV), the limit has been reached, or the postal code doesn’t match the one registered with the bank.
Check your information, contact your bank, or try another payment method.
How do I create an account?▾
Click the profile icon at the top right and enter your email address.
We’ll email you a verification code. Enter it to confirm your account.
No password is required, and you’ll be able to view your order history.
Are the tennis rackets sold on the online store pre-strung?▾
It depends on the model, and the information can be found on each product page.
Generally, Pure rackets (Pure Aero, Pure Drive, Pure Strike) are unstrung, while Evo, Boost, and Junior rackets come pre-strung.
If you want to string a racket, you can select the stringing service on the product page.
How long does it take to receive my order?▾
Standard Shipping
Eastern Canada: 1 to 4 business days
Western Canada: 7 to 12 business days
Express Ground
Eastern Canada: 1 to 3 business days
Western Canada: 3 to 5 business days
Express Air
Eastern Canada: 1 to 2 business days
Western Canada: 1 to 2 business days
What are the shipping fees?▾
Orders under $99: $15
Orders $99 and over: Free shipping*
Express Ground: $30
Express Air: $50 (AB) / $60 (BC)
*Ball cases are excluded from free shipping.
What happens if I'm not home at the time of delivery?▾
The carrier may leave your parcel in a safe place or leave a delivery notice.
If a notice is left, pick it up quickly at the indicated office, since a time limit may apply.
How can I track my package?▾
You’ll receive an email with a tracking number as soon as your order ships.
You can track your delivery directly on the carrier’s website.
My tracking number doesn’t work. What should I do?▾
Tracking can take up to 24 hours to activate.
If there’s still no update after that, contact us and we’ll check with the carrier.
Do you ship internationally?▾
Orders placed on Babolat.ca ship within Canada only.
For international delivery, please use the Babolat website for your country.
I have an issue with the products I received. What should I do?▾
Missing items: Contact us with your order number, the missing product, and a photo of the packaging. We’ll ship the missing item after verification.
Damaged or defective item: Contact us with your order number and clear photos showing the defect and the full product. We’ll send a replacement after verification.
Wrong item received: Contact us with your order number, the incorrect product, and a copy/photo of the packing slip. We’ll provide return instructions.
How can I return a product?▾
Contact us to start your return. Please note that final-sale items aren’t returnable.
Products must be unused, in original packaging, with tags.
You can also submit a request from your customer account.
For full details, please see our Return & Refund Policy.
Which items are final sale and non-returnable?▾
The items considered final sale are balls, strings, and discounted items.
For full details, please see our Return & Refund Policy.
Do I have to pay return shipping fees?▾
With our return label, a fixed fee of $15 will be deducted from your refund.
You can also return the parcel at your own expense with any carrier.
For full details, please see our Return & Refund Policy.
How long does a refund take?▾
After we receive and process your return, processing typically takes 2 to 7 business days, depending on your bank.
Can I return a product purchased from a retailer?▾
Returns for items bought from a retailer must be handled directly with that store, as they manage their own after-sales service.
I ordered the wrong size or model. How can I exchange my product?▾
We don’t process direct exchanges.
If the item is new and in original packaging, return it using our standard procedure, then place a new order for the correct item.
For full details, please see our Return & Refund Policy.
What is the duration of the warranty?▾
Rackets, apparel, bags, accessories: 1 year from date of purchase
Shoes: 6 months from date of purchase
What is not covered under the warranty?▾
The warranty covers manufacturing defects only.
It doesn’t apply to damage from misuse, accidents, improper care, incorrect handling, normal wear (e.g., shoe outsoles, bumpers, grommets, butt caps), unauthorized modifications/repairs, or damage from improper storage, heat, humidity, or extreme conditions.
For example: a racket cracked from impact or normal outsole wear isn’t covered.
How can I submit a warranty claim?▾
If purchased on Babolat.ca: contact us with your order number, batch number, and clear photos of the product and defect.
If purchased from a retailer: the request must be initiated directly with that retailer.
Are all products listed on the website in stock?▾
All items shown on Babolat.ca are generally in stock.
Occasionally, an item may be temporarily unavailable due to inventory timing.
If an item is out of stock, it will be clearly indicated on the product page.
How can I find the right size for shoes or clothing?▾
Use the size guide available on each product page.
You’ll find measurements and conversions for men, women, and juniors to help you choose the appropriate size.
Do you sell replacement parts (bumper, buttcap, etc.)?▾
Some replacement parts are available.
Contact us with your racket’s exact model and year of purchase so we can check availability.
Where can I buy your products in-store?▾
You can consult our directory of retailers to find the store closest to you.
We recommend that you contact the store to confirm the availability of the product you are looking for.
How can I use a promo code?▾
Add items to your cart, click “View my cart”, then “Checkout.”
Enter your discount code at the top right, then click “Apply”.
Why doesn't my discount apply at checkout?▾
Ensure your promotional code is correctly entered (spaces, uppercase, etc.) and that the selected products are included in the offer.
If the problem persists, contact us and we’ll verify.
When will your next promotion take place?▾
Promotions vary throughout the year.
For early access, subscribe to our newsletter to receive offers and new releases.
How can I contact customer service?▾
You can reach us via our contact form.
Our team usually responds within 24 to 48 business hours.
What are your business hours?▾
Our customer service is available Monday to Friday, 9 am to 5 pm (Eastern time).
We are closed on weekends and public holidays.
Where are you located?▾
Our warehouse is located in Boucherville, Quebec.
There is no on-site retail store, all orders ship from this location.
Do you offer in-store pickup?▾
In-store pickup isn’t available.
All orders placed on Babolat.ca are shipped directly to the address you provide at checkout.
How can I subscribe or unsubscribe from the newsletter?▾
You can subscribe to our newsletter from the homepage to receive our offers and news.
To unsubscribe, click the unsubscribe link at the bottom of the newsletter or any promotional email.