Shipping and Returns

Getting it to you

Dispatch

We hand parcels to GoGo Xpress on Tuesdays and Fridays. Their same day pickup closes at 10am, so an order in before 10am on one of those days goes out that day and anything later goes on the next one. Four days at the very worst.

Metro Manila

GoGo Xpress quotes 3 days from the day they collect it.

Provincial

GoGo Xpress quotes 5 to 7 days from the day they collect it.

Shipping cost

Metro Manila ₱100, Luzon ₱180, Visayas ₱215, Mindanao ₱235. Charged once per order, not per paddle.

Free shipping

Two paddles or more, delivered inside Metro Manila.

Couriers

GoGo Xpress, nationwide.

Tracking

Emailed to you when the parcel is handed to the courier

International

Not yet. We ship inside the Philippines only.

Delivery times are the courier's estimate, not a promise from us. Weather, holidays and election periods move them, and we would rather say that than quote a date we cannot hold.

We do not ship outside the Philippines yet. When we do, this page will say so before the checkout does.

If it arrives damaged, wrong, or not at all

Until the parcel reaches the address you gave us, it is our problem. Tell us within seven days of delivery, with photographs of the paddle and the packaging, and we will replace it or refund you. You do not pay return shipping on a parcel that went wrong on our side of the transaction.

If tracking says delivered and nothing arrived, tell us anyway. We will open it with the courier. That is a slower conversation than a replacement but it is not one you should be having on your own.

Changing your mind

You have 7 days from delivery to return an unused paddle for a refund. Unused means what it sounds like: no court wear, no ball marks on the face, grip film still on, in the original packaging with everything that came in it.

A paddle that has been played with cannot be returned under this policy. A raw carbon face picks up ball residue in a single session and it does not come off, so we cannot sell it again as new and we are not going to pretend otherwise.

Return shipping on a change of mind is paid by you. If a paddle arrives faulty or is not what you ordered, we pay it, because the Consumer Act does not let us charge you for our own mistake.

How to start a return

• 01Email usagosperformance@gmail.com, with your order number and what happened
• 02We reply with an addressDo not ship anything back before you have it, or we cannot match the parcel to you
• 03Pack it properlyThe bag it arrived in, with the paddle protected. Damage in transit back to us comes off the refund
• 04We refund on arrivalOnce we have seen the paddle, not once you have posted it

How refunds are paid

You paid us by transfer, so we refund you the same way: we send the money back to the account it came from. A GCash payment goes back to that GCash number, a GoTyme transfer back to that GoTyme account. We take those details from the receipt you already sent us, so there is nothing for you to supply.

We will not send a refund to a different account. Not on request, not by email, not because the original one closed. If your account really is gone, we will work it out with you directly, and it will take longer because it has to. This is deliberate: the easiest way to steal a refund is to ask for it to go somewhere else, and a rule with an exception is not a rule.

Nobody at AGOS will ever ask you for a PIN, a one-time password, a card number or your banking login, for a refund or for anything else. If a message asks you for any of them it is not from us, whatever name is on it. Tell us and we will warn other buyers.

We send refunds within seven days of receiving the paddle back. A wallet transfer usually lands the same day it is sent; a bank one can take longer, and that part is out of our hands.

What cannot be returned

• Paddles showing court wear or ball marks, except under warranty
• Anything returned without contacting us first
• Grips, overgrips and other consumables once opened
• Items bought from a stockist rather than from us, which go back to that stockist

Warranty is separate

A manufacturing defect is not a return. It is a warranty claim, it has a longer window, and a played paddle is still covered. The terms are in section 10 of the Terms, and the summary with what is and is not covered is on the Support page.

Your rights are wider than this page

Everything above is what we offer voluntarily. The Consumer Act of the Philippines (RA 7394) gives you separate rights when goods are defective, not as described, or not fit for what they were sold for, and those rights do not expire because our return window did. Nothing here limits them.