Skip to next element
Horizontal banner image, gray with JOOLA trinity logo on the right-hand side.

Frequently Asked Questions

Below is a list of the most common asked customer questions, answers, and helpful guides to make shopping with us a breeze.

Product information

Beginner, amateur or pro, no matter your skill level JOOLA is committed to growing the game of pickleball and table tennis. Explore resources to better understand the games we love:

Pickleball

JOOLA launched Pickleball in 2022 and immediately took the sport by storm as the official sponsor of World Pickleball #1 Ben Johns. Explore our pickleball resources, paddle guides and find out what the pros are using:

  • Pickleball Guides and How-To’s – Learn tips and tricks from our JOOLA pros., more about the sport and how to choose the right JOOLA Pickleball equipment for your game.
  • Paddle Guide – Select the paddles you would like to compare and filter to view paddles side by side. Compare the average weight, grip type, grip length, grip circumference, core type, core thickness and paddle thickness of every JOOLA paddle.
  • What paddles are the JOOLA pros using – Get to know team JOOLA pickleball and get up-to-date information on the current paddles being used by each.

TABLE TENNIS

As the official table tennis sponsor of the 1996, 2000 and 2004 summer Olympic games, JOOLA has you covered on all things table tennis:

  • Table Tennis Blade Specs – JOOLA offers a wide range of different blades to meet every player’s need. Explore the speed, control, accuracy, hardness, flex, types of top layer, plies, and measurements.
  • JOOLA Table Tennis Rubber Specs – Explore the full chart of JOOLA Table Tennis Rubber Specs and learn more about the JOOLA technology that goes in these products. This page contains full details on the rubber types, classes, hardness, sponge, and surface.
  • What equipment are the JOOLA pros using – Meet our team of JOOLA table tennis pros and explore their individual table tennis equipment set ups.

JOOLA Gen 3 paddles come with new NFC Chip technology that you can access with a single tap. For detailed instructions and a video on how to activate your NFC Chip, check out the NFC Chip page on the JOOLA website:

https://joolausa.com/nfc-chip-technology/

Now that you’ve purchased a JOOLA Gen 3 paddle, you have the option to register your paddle, authenticate and extend your paddle warranty. Learn how below:  

  • How To – Easy to follow step by step instructions on how to register your new Gen 3 paddle. 
     
  • Register your Paddle – Complete the required fields, enter paddle information, or upload your receipt, registering your paddle is quick and easy.  

If you’re having trouble locating the JOOLA Infinity App from your phone, follow the steps below.

Step 1: Select the app store from your phone’s home screen. 

Step 2: Search for the JOOLA Infinity App.

Step 3: Download the JOOLA Infinity App.

We have a great resource page featuring product specifications, assembly videos, and full instruction manuals: Product Instructions

The measurements in the apparel size chart are all in inches and the suggested sizes are based on body measurements. If your chest and waist measurements indicate different sizes, order size based on your chest or waist measurement. All shoe sizes shown on the chart are men’s shoe sizes: Sizing

Orders

JOOLA aims to process your order within 48 business hours. For larger volume orders or during peak seasons, a little extra time may be required.

Orders & Shipments

JOOLA ships across the US and Canada, so shipping costs and times may vary. Explore the shipping page to learn more: Orders & Shipments

Pricing & billing

JOOLA accepts payments through Visa, MasterCard, Discover, AmEx, ApplePay, or GooglePay. Unfortunately, we cannot process COD (Collect on Delivery) orders. Please ensure that the credit card billing address provided is correct, as our system requires accurate information for order processing. Regrettably, we are unable to accept credit card gift cards or non-US bank-issued credit cards.

For more details click here: Orders & Shipments

Newly launched products will not be available for any promotions/discounts/upgrades for the first 90 days. See what items are currently available on sale: Sale

Return & exchange

JOOLA’s refunds and returns page contains a full outline of the types of returns/exchange that are permitted, exclusions and more: Refunds & Returns

First and foremost, we apologize for the inconvenience and confusion related to USA Pickleball’s (USAP) decision to remove our Gen3 paddles from the Approved Paddle list. We are confident the current Gen3 paddles are materially and structurally the same as those approved by USAP in September 2023 and therefore comply with USAP standards. 

That said, we understand that customers are concerned regarding their recent purchases of our Gen3 paddles and want to assure you that JOOLA stands behind our products, people, and partners. To demonstrate our commitment, we are offering the following for customers impacted by USAP’s decision:  

  1. You can keep the paddle and we will extend the warranty for an additional 6 months. Registration in the Infinity app already extends your paddle warranty from 6 months to 12 months, so the total warranty would be 18 months!
  2. You can return the paddle for a full refund. For customers who purchased directly from www.joolausa.com, we are offering full refunds for Gen3 paddles purchased between April 16 and June 15, 2024. For customers who purchased from our retail and e-commerce partners during that same timeframe, please return Gen3 paddles to the original point of purchase as we are facilitating a process for refunds through them. We will process returns requested by July 15, 2024.
  3. All in-progress Gen3 paddle returns must be postmarked no later than July 31, 2024, to be eligible for a refund. Any returns postmarked after that date will only qualify for the original product warranty. 

Again, we apologize for any inconvenience and are working tirelessly to support our customers during this time. Please reach out to our Customer Support team for any questions at info@joolausa.com or 301-816-3060.

Our warranty covers all defects in materials and workmanship. It does not cover damages through improper usage, negligence, abuse, transportation damage, acts of nature, or accidents (including failure to follow the instructions supplied with the product).

*Warranty periods vary by product, see full warranty information here: Warranty

Product Warranty

Pickleball

  • Paddles - 6 Months
  • Paddles + NFC Chips - 1 Year
  • Nets - 1 Year
  • Balls - No Warranty
  • Covers & Cases - No Warranty

Table Tennis

  • Indoor Tables - 1 Year
  • Outdoor Tables - 1 Year
  • Blades - No Warranty
  • Rubbers - No Warranty
  • Balls - No Warranty
  • Table Covers - No Warranty

STILL HAVE QUESTIONS?

Contact our Customer Service Team

  1. Submit a ticket form to jump the queue and get your questions answered in 1-2 business days
  2. Leave us a voicemail at 301-816-3060
  3. Send an email to info@joolausa.com. Be sure to include your name, phone number, and email address. Response times may vary by season