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Help & Contact

Customer service

We answer every email within a 24/48-hour period (working days).
If you want to speak to our Customer Service Team, call us at +1 (920) 645-2505. Our lines are open from 9.30 to 13.30 and 15.00 to 22.00 (CET), Monday - Friday. Make sure you have your order number at hand (that’s in the confirmation email as well) as this will speed things up.

Changes to operating schedule: Tradeinn will be closed on Labor Day, 1st of May.
If you have any questions, please feel free to contact our Customer Services Team, using the contact form. Remember, there are always lots and lots of helpful information on the FAQ section and it´s open 365 days a year.

My account

Sign in into your account, you can check the status of your order and track the shipment. You can also contact us directly or process a return.

Contact us

Welcome! Have a question? You’ve come to the right place. We have set up this section for a quick and useful reference. If you’d like, you can contact us by filling in the form.

Sign in into your account, you can check the status of your order and track the shipment. You can also contact us directly or process a return.

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FAQ - Placing an order

Is ordering online secure?

YES! All purchases in our website are guaranteed maximum security! Tradeinn takes internet payment security very seriously.

When you order online, your bank details are encrypted and sent to our server using the SSL protocol (Secure Socket Layer). This payment protocol is standard and known for transmitting data securely by internet. They are never stored.

How do I place an order?

If you wish to place an order, please just proceed as follow:

- Select delivery country (on the top left of our site)
- Add any item you would like to buy to the basket (select size/colour and click on ADD TO BASKET)
- Once all products you want to buy have been added to the basket, please click on the basket (on the top right of our page) and choose delivery option.
- Click on PROCEED TO CHECKOUT
- Please fill in all required information for delivery IF YOU ARE A NEW CUSTOMER and finish your order by selecting payment.

So automatically your account has been created and you can always log in to MY ACCOUNT by using your e-mail and chosen password. You will also receive an order confirmation as well as any details regarding your order per mail.

How do I view what´s in my shopping basket?

To view the content of your basket, please click on the basket icon in the top right of our page. Any items you have added to your basket will be shown. If you wish to change the quantity of any products in your basket, you can change the number by clicking on the -/+ buttons in the column for quantity. If you wish to remove any item of your basket, please click on DELETE just below the -/+ buttons in the column for quantity. You should see the price updating accordingly.

How do I add items to my basket?

To add an item to your basket, you just need to type the desired quantity and click on the ADD TO BASKET button. If you wish to change the quantity of any products in your basket, you can change the number by clicking on the -/+ buttons in the column for quantity. You should see the price updating accordingly.

How do I remove items of my basket?

To remove an item from your basket, please click on the basket icon in the top right of our page. Then click on DELETE just below the -/+ buttons in the column for quantity. You should see the price updating accordingly.

How do I change the quantity of a particular item in my basket that I want?

To view the content of your basket, please click on the basket icon in the top right of our page. Any items you have added to your basket will be shown. If you wish to change the quantity of any products in your basket, you can change the number by clicking on the -/+ buttons in the column for quantity. If you wish to remove any item of your basket, please click on DELETE just below the -/+ buttons in the column for quantity. You should see the price updating accordingly.

Why is the item in my shopping basket not longer available at the checkout?

The selection on our site is live and reflects what is in stock at that moment. Adding an item to your basket does not guarantee your right to purchase that item. Until you have completed the checkout process, another customer may purchase the item even if it is in your basket.

Why is the item that I had in my shopping basket yesterday no longer on sale today?

Your Shopping basket does not secure sale prices for you. If you place an item in your basket at a sale price, the price will change once the sale has expired. We recommend you to place your order as soon as possible.

How will I know if you have received my order?

Once you´ve completed the checkout process, a receipt will appear on your screen detailing your final order total, your shipping address, and the purchased items. You can print this receipt for your reference.

You will also receive an order confirmation per e-mail and you can also find all order details by logging in to MY ACCOUNT by using your e-mail and chosen password.

Can I have my order delivered to another address?

YES! You can change your delivery address if your order has not yet been shipped. Please e-mail or call us immediately, and our Customer Services Team will happily assist you.

Will you tell me when my order has been dispatched?

YES! Once your order has been dispatched, you will receive your tracking information per e-mail. You can also always find all information regarding your order by logging into MY ACCOUNT.

How do I know if an item is available?

We offer a great range of items, most of them are in our stock and others must be ordered on demand. When selecting an item, there will be an estimated delivery date shown. If the item is in stock, you will find the information directly next to the estimated delivery date. The estimated delivery date is calculated by product availability and shipping time. Thus, the estimated delivery date is calculated by our experience with each supplier and chosen courier. If you order several items in one order, the estimated delivery date will be calculated by availability of all of them.

The estimated delivery date has been calculated as per availability of all items from your order. The taken time from dispatch to delivery depends on the courier service you select at the checkout.

Please keep in mind that the estimated delivery date is only a reference, as it is determined by product availability, courier’s availability, as well as payment.
We do our best to comply to the given delivery dates and will inform you immediately if despite our efforts your order will suffer any changes or delay. We kindly apologize and appreciate your patience.

What size should I order?

As sizing may vary for each brand or textile, we provide a respective size chart for all our items, which you can find just below the product description. In order to find your perfect fit, we recommend that you follow the instructions and measures of the size chart.

How to place an order as club/association?

Tradeinn offers special discounts and conditions for clubs/associations! If you wish to place an order for your club/association, we kindly ask you to send all club information per e-mail using our contact page.
Then your club/association will be registered on our club page where you can see our special club offers and you can place your orders directly, once you received the login details. We look forward to welcoming your club!

How can I add my Company name/address or VAT number?

Unfortunately, an invoice can not be changed once it has been issued. When placing your order, be sure to indicate the correct information that you want to have on your Invoice. In case you want to include your company details in the invoice, when placing your order, please indicate the name of your company in the "Name" field and the VAT number in the "Surname" field. This way your company information will appear in the Invoice. Also, remember that the shipping address and the billing address must be the same.

I can´t find the buy button for the selected item

If you cannot find the buy button for the selected item, the product might currently be out of stock, no longer available or we might not be able to deliver the item to your country. As the approach of some brands for some specific markets (in particular US and Australian customers) is to serve the customers by his nearest local dealer, we are not allowed to ship some products out of the European Union (and vice versa, for example, American dealers and Australian dealers are not allowed to ship to the European Union).

Please do not hesitate to contact us at any time, we may be able to help you in finding your perfect item!

What is the Minimum Price Guarantee?

As an official retailer of all our offered products, we must respect the given retail prices by the brand. If you find a better offer from another authorized web shop, please fill in completely the Minimum Price Guarantee form available at the product page. We will happily offer you the same price, if all following conditions are met:

The offer is from an official and authorized retailer of the mentioned brand. Any auction sites including eBay, amazon, Yahoo Auction, etc. cannot be considered.

The characteristics of the product must equal TOTALLY with the one offered by us, including the following: Brand, Model, Reference and Version, Options, Size, Colour, Availability etc., as well as any other conditions that could affect the final price like shipping costs, special offers, etc...

FAQ - Shipping and delivery

What is My Account and what can I do there?

In MY ACCOUNT you always have access to all your orders, correspondence with us, returns, and you can change any preferences of your newsletters, contact us directly or rate your bought items to obtain CoINNs.
When placing an order, your account will be automatically created and you can always log into MY ACCOUNT by using your e-mail and chosen password.

Can I change my delivery address after I have placed my order?

YES! You can change your delivery address if your order has not yet been shipped. Please e-mail or call us immediately, our Customer Services Team will happily assist you.

Can I purchase Vat Free when buying for my company?

If you place your order as a company and dispose of international VAT number, we happily subtract VAT from your invoice. We kindly ask you to first place your order and once you have received your order number, please contact us immediately to provide us with the VAT number of your company and a copy of the company ID card. The VAT will be removed from your invoice and you will receive a refund of the difference by the same payment method you used when placing the order.

Can I track my order online?

Once the items are ready to be shipped, we will send you an e-mail to notify you that your parcel has been dispatched. The e-mail includes a link to the shipping company website. From there on, you will be able to track the status of your order.

To which countries do you ship to?

Worldwide! If your country cannot be selected as delivery country on the left top of our site (shipping to), please contact us. We will happily double check if we are able to ship to your country. Please keep in mind, that a few of our brands are not authorized to be sent to particular countries.

How can I track my order?

Once your order has been dispatched, you will receive your tracking information per e-mail. You can also always find all information regarding your order by logging into MY ACCOUNT.

How long does the delivery take?

We offer a great range of items, most of them are in our stock and others must be ordered on demand. When selecting an item, there will be an estimated delivery date shown. The estimated delivery date is calculated by product availability and shipping time. Thus, the estimated delivery date is calculated by our experience with each supplier and chosen courier. If you order several items in one order, the estimated delivery date will be calculated by availability of all of them.

The estimated delivery date has been calculated as per availability of all items from your order. The taken time from dispatch to delivery depends on the courier service you select at the checkout.

Please keep in mind that the estimated delivery date is only a reference, as it is determined by product availability, courier’s availability as well as payment.
We do our best to comply to the given delivery dates and will inform you immediately if despite our efforts your order will suffer any changes or delay. We kindly apologize and appreciate your patience.

How much costs the delivery?

Our shipping fees are calculated by weight and volume, by adding any item to the basket, the respective shipping fees are shown.

How will my parcel be delivered?

When placing an order, you can choose your delivery option once all items have been added to the basket. We will ship your order with the selected courier and you will receive any tracking information per mail. You can also always find all information regarding your order by logging into MY ACCOUNT.

What happens if I am not at home when my delivery arrives?

To ensure the safe delivery of your parcel, the courier company needs a signature to confirm successful delivery. If there is nobody to receive the parcel, the driver will either attempt a new delivery, deposit your parcel at a neighbor or take your parcel to be securely held at the local Post Office or Depot.

If you have not received your parcel, the driver should have left a card stating the location of your parcel. Please follow the instructions left by the driver.

In case you cannot locate the card, please contact the following phone numbers stating your parcel number:
- Parcel Force (United Kingdom): 03448 00 44 66
- Royal Mail (United Kingdom): 0345 611 3425 or e-mail: onlinepostage@royalmail.com
- Yodel (United Kingdom): 0844 755 0117
- USPS (USA): 877-569-6614 or e-mail: fast@usps.gov
- DHL (Worldwide): http://www.dhl.com/en/contact_center/contact_express.html

For all other countries, please contact your local post office.

How can I get the TAX FREE form?

If you wish to receive your order within the European Union and you want to later export it to any country outside of the European Union, you need to select the correct delivery country (where do you want us to ship your order to) in the top left of our site. Please add any items to the basket. By choosing the delivery option the final price will be shown and you will be charged directly by us the product price including local VAT and delivery fees. When exporting the item out of the European Union, you can claim VAT by using the tax free form. Once your order has been placed, please provide us immediately with all required data as the final address of the country you are going to and your passport number.

Once we received all necessary information, we can attach the INNOVA TAX FREE form to your order. We work with INNOVA TAX FREE and would recommend you to consult their website directly to find out the total amount you can claim: http://www.innovataxfree.com/index.php/en/

What happens when my order has been returned because it has not been delivered?

We may have the parcel returned to us because the courier was unable to deliver the parcel to your address.

If the parcel could not be delivered within 2 weeks, it will be returned to us. If we receive your parcel returned, it may be for the following reasons:

- The address is incorrect.
- No one has been able to pick up the parcel during the 2 week period at the collection point.
- The parcel has been refused by the customer.

Can I send the order to a different address than the billing address? (For example if I want to send a gift to a friend from another city)

Unfortunately it is not possible. When placing the order you must indicate the Recipient´s Name and Address. The invoice will indicate the details of the recipient. In addition, for customs subjects, the order has to be made under the Recipient´s Name and Address and in the local currency of the destination country. All fields required in the process of purchase have to be filled out with the recipient´s details.

Is it possible to cancel an order when it has already been sent to you?

Once the parcel has been shipped to the customer, there´s no way to stop it. Shipping companies come every day to pick up all the parcels for customers at 9AM and 2PM (Central European Time). All the orders placed before this time will be shipped and we are unable to stop them. If you want to cancel an order before it has been shipped to you, we´ll refund the money you paid for the products including shipping costs.

Do you ship to PO Boxes or Military APO/FPO addresses?

We are sorry but we cannot ship to A.P.O. Military address or P.O Boxes and Hotels, as to ensure the safe delivery of your parcel, our transport partners require a physical street address to be provided along with a telephone number. A signature on file is needed for a successful delivery.

Will my order be shipped if there is an item out of stock?

Case 1: when placing your order:

Before finishing your order, in the product page and in the shopping basket, we indicate the approximate date of delivery of your order in your home address.

Case 2: when preparing your parcel:

If your order has all the items available and when preparing your order we found a stock error, we will send you the items we have and we will refund the money of the missing item.

FAQ - Returns and refunds

When can I return my product?

Tradeinn gives you the right to return your purchased item/s without having to give a reason, at any time within 30 days beginning the day after the day on which you received the goods. You can return any item within 30 days, as long as the item/s is/are in perfect conditions (unused, with labels, in original packaging). We only ask you to please log in to MY ACCOUNT and follow our instructions when clicking on RETURNS. Please find all further information here: Returns.

Are there some items I cannot return?

YES! Any customized items (as for example: football boots, gloves, skies with mounted bindings, etc.) cannot be returned or exchanged. Any other product can be returned within 30 days, as long as the item/s is/are in perfect conditions (unused, with labels, in original packaging). We only ask you to please log in to MY ACCOUNT and follow our instructions when clicking on RETURNS. Please find all further information here: Returns.

Can I return unsuitable items and is it free?

Unsuitable items can only be returned in an unworn/unused state. Please securely wrap your parcel and send to the address below. We do not pay for return postage in this case; this will be at your own cost.

Please remember that the products are your responsibility, as a customer, until they reach us. For your own protection, we recommend that you send any returns by a postal/courier service that provides insurance for the value of the goods, a dispatch certificate or document and a signed proof of delivery. Please retain your Certificate of Posting and hold onto it until you have received your refund from us. You will be refunded by the payment method used for your original purchase. Please find all further information here: Returns.

When do I know that you have received my return?

The taken time from sending your parcel until it arrives at our warehouse depends on the courier service you select for your return. Of course, we will directly inform you per mail, once your return has been proceeded. You can always ask your courier service about the whereabouts of your shipping.

How do I return an item for a refund?

You can return any item within 30 days, as long as the item/s is/are in perfect conditions (unused, with labels, in original packaging). We only ask you to please log in to MY ACCOUNT and follow our instructions when clicking on RETURNS. Please find all further information here: Returns.

What should I do if I receive the wrong item?

We do everything in our power to ensure that you receive the items you have purchased, but if you have received a wrong item, please log in to MY ACCOUNT and follow our instructions when clicking on RETURNS. Please find all further information here: Returns.

What should I do if I receive a damaged item?

We do everything in our power to ensure that your goods arrive in perfect conditions, but if there is a problem with faulty or damaged goods during shipping, please log in to MY ACCOUNT and follow our instructions when clicking on RETURNS. Please find all further information here: Returns.

How do I prepare my parcel for return?

Please log in to MY ACCOUNT and follow our instructions when clicking on RETURNS. Please return items in their original packaging. Returned items should include tags and any packaging e.g. shoes should be returned with the original shoe box and be returned in perfect conditions (unused, with labels, in original packaging). Please use a new parcel/packaging to make sure that no labels or duct tape will be attached on the original product packaging. Attach the return label on the outside of the packaging and send the parcel to the address indicated on the return label.

Once your return is received and inspected by our Returns department, your refund will be processed and a credit will be automatically applied to your credit card or original method of payment within 10 days. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account. Of course, we will directly inform you per mail, once your refund has been proceeded. Please find all further information here: Returns.

How will I receive my refund?

Once your return has been processed, we will refund you and send you a confirmation email. We will refund the amount according to the payment method that you have used when ordering. You will receive the money in your account between 4 and 10 days approximately depending on the payment method used when placing your order and your bank.

I have misplaced my packaging and want to return an item; can I have a new packaging?

If for any reason you no longer have this packaging and you would like to return an item, please contact us in advance.

Please return items in their original packaging. Returned items should include tags and any packaging e.g. shoes should be returned with the original shoe box and be returned in perfect conditions (unused, with labels, in original packaging).

FAQ - Payment and pricing

What are your payment options?

We offer several payment methods, all of them are assured by Adyen, who guarantees the security of your payments. Our main payment methods are PayPal, CreditCard and DIRECTebanking. Please keep in mind that offered payment methods may vary by the country of destination. Once all items have been added to the basket and you have already selected the courier, all available payment methods for your destination country will be shown.

For online payments made by credit card, the "Secure Socket Layer" (SSL) security system is used, which allows encrypting your banking information when on the network.

Is it safe to use my credit card on your website?

YES! All purchases in our website are guaranteed maximum security! Tradeinn takes internet payment security very seriously.

When you order online, your bank details are encrypted and sent to our server using the SSL protocol (Secure Socket Layer). This payment protocol is standard and known for transmitting data securely by internet. They are never stored.

Why was my payment declined?

Please verify that your credit card number and expiration date are correct. Also, please note that we accept Visa, MasterCard, JCB, American Express and Maestro for credit card payments.

Sometimes your bank can hold the money on your card during a security time, to make sure that you really want to make the purchase. This is especially common if you do not shop online very often; If you have tried to make multiple purchases in a short period of time; Or if your card is very new.

We recommend that you call your bank to notify them that you have tried to buy from an online store. This way they can confirm your identity and enable its use. In any case, if the error messages come from your bank and not from our store, we recommend that you call your bank first to get more information about it.

When will I be charged VAT?

- For orders being shipped to countries within the European Union, VAT is already included in the product prices you see on our website.

- For orders being shipped to countries out of the European Union, no VAT and no sales tax will be included in the product prices you see on our website and you will not be charged any taxes by us. However your packages may be subject to the customs fees and import duties of the country to which you have your order shipped. The courier will charge you any taxes or customs directly. As taxes and customs may also depend on product category as well as declared amount, we are not able to provide you with any further details. We would recommend you to consult your local Customs office, which will happily assist you with further information.

Is there any extra charge not shown on the website?

NO! but for orders being shipped to countries out of the European Union, no VAT and no sales tax will be included in the product prices you see on our website and you will not be charged any taxes by us. However your packages may be subject to the customs fees and import duties of the country to which you have your order shipped. The courier will charge you any taxes or customs directly. As taxes and customs may also depend on product category as well as declared amount, we are not able to provide you with any further details. We would recommend you to consult your local Customs office, which will happily assist you with further information.

What are the CoINNs?

Our CoINNs are our loyalty points for our clients. You can collect CoINNs by purchasing items or leaving product reviews.

CoINNs can be redeemed on your future orders like a discount. Please find all further information about our CoINNs: Here.

How do I know if my payment has been accepted?

Once we have received your payment we will send your order immediately if all the products are in stock. We will also send you a confirmation email when the shipping process has started. If any problems occur with your payment we will contact you by email.

How long can I wait to pay my order?

Once you have placed your order, you have to pay within 15 days. On the 16th day we will cancel your order.

Can I submit my payment even though the time to pay for my order has expired?

Please contact our Customer Service by email and give us your order number. If we have your items available we can reactivate your order and proceed with the shipment once we have received your payment.

What is PayPal?

PayPal is a payment method for online purchases which offers you to pay quickly and more securely with just an e-mail address and password or mobile number and PIN. No need to re-enter your card and delivery details every time you check out.

PayPal does not only offer you a secure and fast payment solution, but also allows you to send money almost anywhere in the world in seconds.

How do I sign up for PayPal?

You can easily sign up with just an e-mail address and password by creating your account on: https://www.paypal.com.

How do I use PayPal as payment option?

If you would like to pay per PayPal when placing an order, please click on the PayPal option when checking out. New PayPal users who would like to use PayPal as payment method, will be redirected to the PayPal website to sign up for an account.

PayPal Refunded Return Service, what is it and how can I benefit from using it?

You can now have free returns on orders paid with PayPal! This means that if you want to return an unwanted item, the shipping costs of sending it back to us will be refunded by PayPal directly in your PayPal account. You need to activate this promotion before making a purchase in order to qualify.

Please read the following terms and conditions before proceeding:

https://www.paypal.com/gr/webapps/mpp/refunded-returns/

This promotion is valid for the following countries: Australia, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden and Switzerland.

FAQ - Changing or canceling orders

How can I cancel my order?

You can cancel your purchase, if your order has yet not been shipped. Please e-mail or call us immediately, our Customer Services Team will happily assist you.

If you wish to return an order you have already received, please log in to MY ACCOUNT and please select RETURNS.

Can I add an item to my order?

YES! You can add an item as long as your order has not been shipped. Please e-mail or call us immediately, so our Customer Services Team will happily assist you. We need you to provide us with the reference number of the product you would like to add. You can find the reference number once the item has been added to the basket. Orders which have already been shipped cannot be modified anymore.

FAQ - Other useful information

Why should I rate my items and how?

We would kindly invite you to rate your item/s by writing a review on our website, with which you will earn 20 CoINNs for your next order. This way, you are helping other customers to make the right decision and earn CoINNs for your next order. To rate your item/s please log in to MY ACCOUNT by using your e-mail and chosen password. Then select the order and choose the item/s you would like to rate and click on Write a review. Once we could validate your review, you will automatically receive 20 CoINNs on your account.

How do I unsubscribe from your newsletters?

We´re really sorry to see you go! To unsubscribe from our newsletters, click the unsubscribe button on any of our newsletters, or alternately you could go to MY ACCOUNT, click on the subscriptions and change your preference.

Do you need to string the racket?

In Smashinn we string the tennis racket to our clients. If you are interested in this offer please contact us through our email address demo@tradeinn.com and we will tell you how to proceed.

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