Frequently Asked Questions

Everything customers ask us most often — shipping, returns, product authenticity, and how to actually get to a human at Game On Ping Pong.

Shipping & Delivery

How long does shipping take?

Orders are processed within 1–3 business days after payment. From there:

  • Paddles, rubbers, balls, and accessories: 4–7 business days via UPS or FedEx Ground
  • Tables: 10–20 business days via LTL freight — larger items ship by dedicated freight carrier
  • Robots: 4–7 business days via UPS or FedEx Ground

Shipping fees depend on destination and item weight. Some items ship free — we mark those on the product page.

Where do you ship?

Currently the contiguous United States (48 states). Alaska, Hawaii, and international shipping are not available right now.

Will I get a tracking number?

Yes. Once your order ships, you'll get an email with a tracking number and carrier link. If you don't see it within 3 business days of placing your order, check your spam folder — then email us at customercare@gameonpingpong.com.

What if my delivery is damaged?

Inspect your delivery on arrival before signing. If the box is damaged or the item is broken, refuse delivery (for freight) or take photos and email us within 48 hours. We'll replace or refund. Return shipping is on us in this case.

Returns & Refunds

What's your return policy?

30 days from the date you receive the item. The product must be unused, in original packaging, with all included accessories. Full detail: Refund Policy.

Who pays for return shipping?

The customer, unless the item arrived damaged, defective, or is not what you ordered. In those cases, we cover the return shipping and send a prepaid label.

How do I start a return?

Email customercare@gameonpingpong.com with your order number and reason for return. We'll send return instructions and a shipping address. Do NOT ship items back without contacting us first — returns without a return authorization won't be accepted.

When will I get my refund?

Once we receive and inspect the returned item, refunds process to the original payment method within 5–10 business days. Bank/card processing time varies.

Products & Brands

Are Joola and Killerspin products authentic?

Yes. We source directly from authorized channels. Every product ships in original manufacturer packaging with full manufacturer warranty.

What warranties do the products carry?

Warranty terms vary by product and brand:

  • Joola tables: typically 2–5 years on the frame, depending on model
  • Joola paddles/blades/rubbers: standard manufacturer warranty against defects
  • Killerspin tables: 2–3 years on the frame
  • Killerspin paddles: manufacturer warranty against defects

Warranty claims run through the manufacturer — we help facilitate. Email customercare@gameonpingpong.com and we'll walk you through it.

Can you help me pick the right paddle or table?

Yes — that's the whole point. Email or call and tell us:

  • Your skill level (beginner / intermediate / advanced)
  • Where the table will go (basement, garage, patio)
  • Your rough budget
  • What you play the most (spin, control, attack)

We'll get you to the right product without upselling you into something you don't need.

What's the difference between indoor and outdoor tables?

Indoor tables use MDF (compressed wood fiber) for a livelier bounce, but they warp in humidity. Outdoor tables use aluminum-composite tops that handle weather but bounce slightly less. If your table stays inside, buy indoor. If it lives on a patio or in a humid garage, buy outdoor. Longer explanation on our buying guide once it's live.

Orders & Payment

What payment methods do you accept?

All major credit and debit cards (Visa, Mastercard, American Express, Discover), Shop Pay, Apple Pay, Google Pay, and PayPal. Checkout is powered by Shopify — fully SSL encrypted.

Can I change or cancel my order after placing it?

If we haven't shipped it yet, yes. Email customercare@gameonpingpong.com as fast as possible with your order number. Once the tracking number is generated, changes get much harder — we can still help, but it becomes a return-and-reorder rather than a modification.

Do you offer discount codes or sales?

We run occasional promotions — the best way to know is to subscribe to our email list (footer signup). We don't spam.

Is there sales tax?

Yes, in states where we have nexus. Tax gets calculated at checkout based on your shipping address.

Assembly & Setup

Do tables come assembled?

No — ping pong tables ship in a large box, partially assembled. Most tables ship 90% pre-assembled and you attach the legs, wheels, and net. Estimated setup time: 20–45 minutes. Joola tables include the BILT app instructions — free, 3D interactive.

Do I need special tools?

Most Joola and Killerspin tables include the tools you need in the box. Anything you can't do with a Phillips screwdriver and the included Allen wrench, the instructions will call out.

Contact

How do I reach a human?

  • Phone: (855) 372-3063 — Monday through Saturday, 9 a.m. to 6 p.m. Eastern
  • Email: customercare@gameonpingpong.com — we respond within 1 business day
  • Contact form: Contact page

Where are you located?

3060 Mercer University Dr Ste 110, Atlanta, GA 30341. We're mail-order only — we don't have a showroom.

I still have a question that isn't answered here.

Email customercare@gameonpingpong.com or call the number above. We answer.

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