Refund policy

TSS is a pre-order store. We do not keep reels in stock; orders are batched and ordered from our suppliers, then shipped to you. Expected shipping time is approximately 2–3 weeks after you place your order.

Cancellations

- You may cancel for a full refund at any time before your item has been ordered from our supplier. Email surfcitytennis@gmail.com with your order number.

- Once your item has been ordered from the supplier, the order can no longer be cancelled, but the return policy below still applies once you receive it.

If we cannot fulfill your order

- If an item becomes unavailable from our suppliers after you order, we will email you and issue a full refund to your original payment method. No action is needed from you.

Returns

- Unopened reels (factory seal intact) may be returned within 30 days of delivery for a full refund of the item price. Email us first for return instructions; return shipping is the buyer's responsibility.

- Opened or cut string cannot be returned, except when the item is defective or we shipped the wrong item — in those cases we cover return shipping and refund or replace in full.

Damaged or incorrect items

- Contact us within 7 days of delivery with your order number and a photo, and we will make it right with a replacement or a full refund.

Refunds are issued to the original payment method. Please allow 5–10 business days for the refund to appear, depending on your bank.