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Orders & Shipments

Order and Payment

Placing an Order

Thank you for choosing us! We aim to process your order within 48 business hours, excluding weekends and holidays. For larger volume orders or during peak seasons, a little extra time may be required.

Once an order is placed, we are unable to cancel or edit the order. Please confirm the order details and shipping and billing information before submitting. We appreciate your understanding.

Our commitment is to keep you informed. If, for any reason, an item becomes temporarily out of stock or if we require additional payment details, our dedicated customer service representative will reach out to you promptly. 

Non-Continental USA Orders

Thank you for considering JOOLA for your purchase. At the moment, our website is unable to process orders for shipment to Puerto Rico, Alaska, and Hawaii. However, our dedicated customer service team is here to assist you. Please contact us to place an order.

When reaching out to our customer service, kindly provide the following details to ensure a smooth process:

  • First Name
  • Last Name
  • Email Address
  • Shipping Address
  • Billing Address
  • Item names and SKUs (located above the product title on the product page)

Our customer service team will calculate the delivery charges based on your order request. For tables, enjoy complimentary delivery to the port of your choice within the continental USA. Customers are responsible for arranging a freight forwarder to handle the final leg of the journey. JOOLA is not liable for any shipping damages that may occur after the table has arrived at the port.

Feel free to contact our customer service for any assistance or additional information you may need. We appreciate your understanding and look forward to serving you.

Payment & Taxes

Thank you for choosing JOOLA! To make your purchase seamless, we accept payments through Visa, MasterCard, Discover, AmEx, ApplePay, GooglePay, or PayPal. 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.

In our commitment to online security, we may request additional verification from you. We apologize for any inconvenience and appreciate your understanding as we work to enhance your shopping experience.

As a division of Sport Squad, Inc., your credit card statement will reflect charges from “Sport Squad” upon completion of your purchase. By clicking “Submit Order” during checkout, you confirm your agreement to pay the total amount in full in US Dollars. Please note that all orders will be subject to applicable sales tax.

Shipping and Deliveries

Your JOOLA order is in good hands! Here’s what you need to know about shipping:

For customers in Puerto Rico, Alaska, and Hawaii, please refer to Non-Continental USA Orders for more information.

Standard Shipping:

  • For all orders (excluding tables and oversized items), we use trusted carriers like USPS, FedEx, or UPS.
  • Tables and oversized orders will be delivered curbside via truck freight.
  • The estimated shipping time is 5 to 8 business days from the date of shipment.
  • Once your order is on its way, we’ll send you an email with the tracking information.

Free Shipping:

  • Enjoy free standard shipping within the continental USA on all retail orders over $50 (excluding discounts, taxes, and handling fees).
  • If you choose free shipping at checkout, rest assured that we’ll select the best method to get your order to you.
  • For table retail orders within the continental USA, free curbside shipping is included.

Freight Deliveries

Tables and other oversized orders are delivered Monday – Friday via freight carriers. Customers can choose expedited shipping for an additional charge. However, customers may choose to make their own arrangements with freight forwarders from the port.

Standard table shipping is 7 – 10 days plus an additional 2 – 7 days for processing due to freight pickup scheduling.

Shipment Checklist

Before placing a freight order:

  • Check freight access. Due to size, some trucks may be unable to access certain residential areas. If you are aware that your destination may have this issue, please notify JOOLA prior to placing the order. Orders cannot be cancelled once shipped.
  • Provide your phone number on your order. Because freight deliveries are scheduled with the carrier via phone once the item arrives at your local distribution center, we are unable to process your order without this information.
  • Double check your address. If the shipping destination address needs to be changed for any reason after the table has already been shipped, the freight carrier will charge you an additional fee.

Awaiting a freight order:

  • Check your email. Order updates will be communicated via email. When your order has shipped, you will be notified and sent a tracking number via email.
  • Check your tracking number. The tracking number lets you know where your shipment is and the estimated arrival date. On rare occasions, customers may be responsible for charges related to missed deliveries or storage fees when a delivery can’t be scheduled.
  • Answer the phone. Remember, deliveries are scheduled by the carrier via phone. Prevent incurring storage fees and avoid having the shipment being returned to the freight carrier by answering your phone so that freight companies can schedule deliveries.
  • Arrange for someone to be home. An adult must be present at the time of delivery. Shipments will not be left unless signed for. Most freight companies require a four-hour time window for delivery. Deliveries are curbside only, so it may be a good idea to arrange for extra assistance.

Upon delivery:

Inspect the freight before signing the delivery receipt! We work with experienced third-party freight carriers, but sometimes damage can happen.

  • If everything looks good, please sign and accept the table.
  • If anything looks damaged, write “REFUSED/DAMAGED” on the delivery receipt, and refuse the freight. Do not accept the delivery if the package shows signs of damage.
  • If the wrong shipment is delivered, please refuse the freight. If you discover the delivery is wrong after the driver has left, please do not unpack the shipment. Do not assemble any incorrectly received tables. Leave everything in the original package, and notify our customer service team immediately.

For any concealed damage found after the delivery, you must contact customer service within 5 days of delivery. Please do not attempt to assemble the table. Please keep all the original packaging, including the pallet.

LTL Tracking

When your order is fulfilled, the system generates an automated message with a tracking number. We use a number of LTL carriers, and their tracking numbers can be traced below. Please contact our customer service team if you need any assistance.

Contact Us

Once an order has been placed, we are not able to alter the order. If you have questions regarding your order shipment, please contact us from 9AM to 12PM and 1PM to 5PM Eastern Time Monday through Friday. We are closed on major holidays. If you need assistance outside of our business hours, please feel free to leave us a message, and our customer service team will get back to you as soon as possible.