Refund Policy
Order Cancellation Policy
Requests to cancel an order or modify the shipping address must be made within 24 hours after placing the order by contacting our customer service via phone or online chat as a priority. Requests submitted after this period may not be accommodated, and any resulting losses may need to be borne by the customer.
If the cancellation is successful, you will receive a confirmation email.
If the cancellation fails and a tracking number has already been issued, please contact the courier to refuse the delivery and notify our customer service team for refund assistance.
If the package has already been delivered and you still wish to cancel the order, please contact us to obtain a return address and assistance with the return process.
Contact Information
- Customer Service Email: support@acematetennis.com
- Online Support Hours:
Monday–Sunday
00:00–07:00 & 10:00–24:00 (Pacific Daylight Time, excluding public holidays)
30-Day Return Guarantee
Within 30 days from the shipping date, products that are unused, undamaged, and in original condition may be returned for a refund. All accessories, gifts, and original packaging must be included and kept intact.
For returns due to non-quality-related reasons, the return shipping cost will be borne by the customer.
Products not purchased through Acemate’s official channels should be handled through the original seller.
Return & Refund Process
- Submit your order number, reason for return/refund, and supporting photos or videos to customer service.
- After confirmation, customer service will provide a return address.
- Upload the return tracking number once the item is shipped back.
- After the warehouse confirms receipt and product condition, refunds will be processed within 1–2 business days.
Please note:
Return processing at the warehouse may take up to one month. The warehouse processes returns once every two weeks, so we kindly ask for your patience.