Category: Policies

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How to Communicate with Us

This page describes how to communicate with

  • Pro Shop
  • Ecommerce Team

How to Communicate with the Pro Shop

Our Pro Shop has moved to Canyon Meadows Shopping Center. It is on the 2ND FLOOR of the NORTH WING. The unmarked glass doors leading to the second floor are between Rexall and Dollarama. Please note the new address:

2ND FLOOR – NORTH WING,
UNIT 201 – 11625 ELBOW DR SW.

There is only one way to communicate with staff in the pro shop. You must visit the pro shop in person.

Pro shop staff do not communicate by phone, text, email, fax, chat apps, or social media.

Our pro shop staff are entirely focused on customers who are present in the pro shop.

How to Communicate with the Ecommerce Team

Our Ecommerce Team works remotely to fill orders placed on racquetnetwork.com. To communicate with this team, place an order through racquetnetwork.com. They will respond by posting messages to your account.

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Conditional Appointments Policy

A conditional appointment is an appointment request with a required condition. For example, a customer requests an appointment to see a specific racquet, a specific shoe, or a shoe in a specific color.

Our appointment coordinator is not permitted to book conditional appointments.

Here is why.

Nobody who works for Racquet Network is permitted to guarantee any customer that any particular item, model, color, or brand will be in stock in our pro shop at some future point in time.

This is because every item in the pro shop is available to every customer equally on a first come first serve basis.

The first person to walk in the door and ask to purchase an item gets to purchase it.

Staff are not permitted to hold inventory on spec for anybody — even if they have requested an appointment.

We have to be fair to everybody. This policy is exactly that. It is fully transparent and applies equally to every customer.

Customers who want to be 100% certain that a product will be waiting for them when they arrive at the pro shop can order it online.

They are notified when that item is in the pro shop and is ready for pickup.

Every customer has the same opportunity to do this.

For this reason, our appointment coordinator cannot accept conditional appointments.

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Ship to Store Option

Orders placed through this website may be shipped to your home or business. Some items may also be shipped to our southwest Calgary store for in-store pickup.

We also offer a special SHIP TO STORE option for people purchasing the following items:

  1. shoes
  2. racquet bags

Shoes

If you see a shoe you are interested in, but want to try it on before committing to purchasing it, you may order it online and choose SHIP TO STORE. Once it arrives in-store, you will be notified so that you can go to the store and try it on.

If it does not fit or if you decide not to purchase it for any reason, it will be refunded.

Racquet Bags

We offer the same option for racquet bags. Simply order online and choose SHIP TO STORE.

You will be notified when it is ready for pickup. If you decide it is not right for you, the order will be canceled and refunded.

Exceptions

Please note that this option does not apply to engraved or customized items. Once items are engrave or customized, they cannot be returned.

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Demo Program Details

Demo Program Details

This program is the best way to ensure that the racquet you purchase is the right racquet for you.

Pro shop customers demo more than 2000 racquets every year. The satisfaction rate for customers who participate in this program is nearly 100% six months after their purchase.

This program is offered only in-store. It is not available to online customers.

Customers who wish to enter the demo program or talk to staff about this program, must do so in person. The pro shop does not conduct demo program business over the phone, by email, or by text.

Book an EXPRESS SERVICE APPOINTMENT to discuss this further.

How much does it cost to test drive racquets?

Test driving costs nothing, but customers who enter the program are committing to buying a racquet from us at the end of the one-month trial period.

How does it work?

Test drivers put down a security deposit. This allows them to test drive any racquet we have in our demo program. They can then test each racquet for up to one week. At the end of the one-month trial period, they choose the racquet they want to purchase and their deposit is refunded against the purchase price.

How much is the deposit?

The size of the deposit depends on the number of racquets the customer wants to take out each each week. If they are testing one racquet at a time, the deposit is $50.00. If they are testing two at a time, the deposit is $100.00.

What if I change my mind and do not want to buy a racquet?

Our demo program is only offered to customers who are committed to purchasing a new racquet from us within 30 days. If you do not intend to buy a racquet from us, please do not enter our demo program.

Can I apply my demo deposit to an online racquet purchase?

Our racquet demo program is offered to in-store customers only. Demo deposits can only be applied to in-store purchases. They cannot be applied to online purchases.

How do I start?

Simply make an appointment to come into the store. Bring a valid credit card. One of our experts will set up a demo account and help you choose your first racquet to test drive. This process usually requires about 30 minutes on the first visit. Subsequent visits to drop off and pick up only required a couple of minutes each.

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Become a Racquet Network Playtester

Become a Racquet Network Playtester

Racquet Network invites frequent intermediate racquet sports players to become Product Playtesters.

Product Playtesters are brand ambassadors who test racquets, strings, shoes and other products during their regular activities and then write product reviews which are published on our website.

Even though they do not work for us, we consider Product Playtesters to be part of the family and we allow them to purchase everything we sell at staff price.

In many cases, Product Playtesters are allowed to keep what they test. In some cases, they have the option of purchasing tested products at staff price once testing is complete.

In order to become a Product Playtesters, an applicant must be a frequent player at the intermediate level who has been a Racquet Network customer for at least one full year. They must be active in their sport at least nine months per year, must be active on social media channels and must demonstrate enthusiasm for Racquet Network on their social media accounts.

Racquet Network supports a maximum of five product testers in each of the following sports:

  • tennis
  • squash
  • badminton
  • pickleball
  • racquetball

To apply to become a product tester, please send an email to orders@racquetnetwork.com.

Before you do that, however, consider the following points carefully.

  • We only consider applicants who live in Calgary.
  • We only consider customers who have been with us for a year or more.
  • We only consider frequent intermediate players — not beginners, not experts.
  • We only consider people who are active in their sport nine months a year or more.
  • We only consider people who have already shown us love on their social media accounts.

All new Product Playtesters start on a waiting list and remain there for a minimum of three months while they wait for a position to come open. When/if they are accepted as Product Playtesters, they get a maximum term of one year.

Sorry. There are no exceptions. After one year, it is time to step aside and allow somebody else to have this opportunity.