Frequently Asked Questions

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.

MOD TA – Takes its design from the original (USAP Approved) prototype from JOOLA’s line of Gen3 paddles.

3S – JOOLA’s team of engineers improved on the Gen3 Propulsion Core to deliver a more stable paddle that delivers the perfect blend of power and control. All 3S paddles are UPA-A Certified (United Pickleball Association of America).

The UPA-A (United Pickleball Association of America) is the newly formed governing body for the UPA (United Pickleball Association), which includes the PPA Tour and Major League Pickleball. The UPA-A aims to regulate the sport as the primary governing body.

All JOOLA 3S pickleball paddles are UPA-A certified and adhere to the official performance standards of the UPA-A. Making all 3S paddles approved for all levels of competition.

All JOOLA NFC chip-enabled paddles have new technology that you can access with a single tap. For a detailed video with instructions on how to activate your NFC chip click the link below:

Video - How to activate your NFC Chip

Now that you’ve purchased a JOOLA NFC chip-enabled 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 NFC chip-enabled paddle. 
   
• Register your Paddle – Complete the required fields, enter paddle information, and upload your receipt (in order to extend your warranty to 1-year), 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. 

• For Apple Users: Click Here 
• For Android Users: Click Here

Step 2: Search for the JOOLA Infinity App.

Step 3: Download the JOOLA Infinity App.

By registering your new paddle purchase through the JOOLA Infinity App, you now have the option to sign up for a 30-day free trial of the Premium version of the JOOLA Infinity App. 

*Please note that if you do not cancel your subscription within 30 days of signing up, you will be charged the full subscription amount of $19.99 per month. To avoid charges, ensure that your cancellation is processed before the 30-day period ends. If you miss the cut-off date, please contact JOOLA Customer Support before your next charge. We will not be able to refund any previous charges. 

You can cancel or re-activate your subscription at any time by following a few easy steps highlighted in this pdf.

*Please note that in order to complete the steps listed on the document you will need to access your account from a web browser, not a mobile device. Go to www.infinity.joola.com/home to complete the cancellation process.

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

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

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: Clearance

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.

All refund requests for paddles bought between April 16th and June 15th, 2024, that were submitted before the July 15th, 2024 deadline, have been processed and fulfilled.

To demonstrate our dedication to our customers, exchanges and returns without warranty reasons were accepted up until July 31st. Effective August 1, 2024, all Gen3 paddles on the market will fall under our current warranty policy. For full warranty information follow this link: https://joola.com/pages/warranty

Warranty claims can only be filed by the original purchaser and require proof of the original receipt.

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
• Bags - 6 Months

Table Tennis

• Indoor Tables - 1 Year
• Outdoor Tables - 1 Year
• Blades - No Warranty
• Rubbers - No Warranty
• Balls - No Warranty
• Table Covers - No Warranty
• Bags - 6 Months