Help Centre & Contact
Our hours of operation are:
Monday - Friday
9:00am - 5:00pm AEDT
FAQs
ORDERING
Can I edit/cancel my order once it has been placed?
We begin processing orders immediately and are not usually able to make changes after the order is placed. If you do need to cancel or change an order, please contact our customer service. We’ll do our best to catch it before it goes out! If too late, you can return the product(s) at your expense by visiting the returns section of the website. You can expect to receive your refund within 5-7 business days after the order/product is received back at our facility.
How can I pay for my order?
au.wilson.com invites you to pay for your order using either PayPal, Zip Pay or a Visa, MasterCard, or American Express credit or debit card.
I'm looking for a product that isn't listed on your site. Where can I find it?
If a product is not listed on our site, it is not available for online purchase, or it is not currently in stock. However, some products are exclusive to our authorised dealers; you can contact your local authorised dealer. Find a Dealer for more information about their items in stock. While our currently available stock is up to date on our site, you can follow us on Facebook, Twitter, or Instagram for information about new product releases in the future. Please reach out to our customer service team if you would like us to check on stock availability for you!
Where do I enter a promotional or discount code?
You will have an opportunity to enter a promotional/discount code at the checkout page. Once you've added everything you are ordering to your shopping cart, proceed to the checkout where you'll find a field to enter your code on the right side of the page. Enter your code, then click "Apply" before proceeding to with payment. Please note that promotional and discount codes will only apply to orders or products that are within the defined terms and conditions of the code.
SHIPPING & DELIVERY
What are the shipping fees?
Standard shipping: Delivery within 2-8 business days - $12.00 or free for all orders over $149.95.
Express shipping: Delivery within 1-4 business days - $15.00.
Please note: All orders will dispatch within 1-2 business days during off-peak times and 3-5 business days within peak sale periods. All orders containing rackets with stringing requests will take an extra 3-5 business days to dispatch.
Does Wilson offer Carbon Neutral Shipping?
Yes, Wilson Australia offers Carbon Neutral Shipping on all orders. Using the Shopify Planet app, we ensure that all deliveries made from purchases on our ecommerce stores are carbon neutral.
How will VIC Public Holidays affect my orders?
As our warehouse is based in Victoria we observe all Victorian and National public holidays and no orders will dispatch these days.
Can Wilson Australia ship to a freight forwarding address?
Wilson Sporting Goods does not allow Freight Forwarding due to agreements with our overseas dealers. If you are located in a country au.wilson.com does not ship too, please contact a local Wilson dealer to purchase products.
Can I change my shipping address after my order has been placed?
The shipping address cannot be changed after the order has been placed. You can try to reach out to our customer service but most likely you will have to return the product(s) once received.
Can I track my order?
Yes. In your shipping confirmation email, there is a link that leads you to tracking information. You can also login to your account if you have one and view your order history.
Does Wilson ship to PO Box’s?
Yes. We ship to post office boxes. Please ensure you check the size of the item being delivered as it may not fit the PO Box if it is bulky or oversized.
RETURNS
What is Wilson Sporting Goods’ return policy?
Wilson offers returns on most stock items within 30 days of receipt. Please note that custom products cannot be returned. Custom items include anything that has a personalised logo, name, number, personalised colour, custom and strung rackets, custom golf clubs, and custom inflates.
How do I return a product to Wilson Sporting Goods?
If you ordered your product directly from au.wilson.com use our Return Form to start a return. You will need your order number and the email address you used to place the order. Follow the steps to submit your return for eligible items. On the final return confirmation page, you will be able to print your Australia Post return shipping label. This information will also be sent via email.
When will I receive my refund for a Wilson Sporting Goods return?
Refunds are processed AFTER we receive the item(s) to our warehouse. When we are operating on time with return processing, it can take up to 5 business days to see the refund back to the original form of payment.
Can I exchange a product ordered at Wilson.com?
No, we do not offer exchanges. If you need a different item, you can start a return for a refund and place a new order at any time.
LIMITED WARRANTY
What is the Wilson Sporting Goods Limited Warranty policy?
Most Wilson products carry a one-year limited warranty from the date of purchase by the original purchaser from au.wilson.com or an authorised dealer.
How do I submit a warranty request on a Wilson Sporting Goods product?
You can submit a warranty request and find complete terms of the Wilson Limited Warranty on our website.
What can I purchase with the voucher from my Wilson Limited Warranty claim?
A voucher from a warranty claim can only be used to purchase the same product or a comparable product to the one your warranty claim was originally submitted for. Vouchers cannot be used on custom items.
CUSTOM RACKETS
Can I return a custom product to Wilson Sporting Goods?
No. Because we build these products specifically to your custom requirements, we cannot accept returns. It is your responsibility to review your order and confirm that it is correct before submitting it to us. Wilson cannot refund personalised products if the issue is due to typographical errors, misspelled words or names, incorrect grammar, unfinished text, or other material provided by the user. Please be sure you are satisfied with the colour combinations and overall layout of your products before submitting your order. Wilson also reserves the right to reject any designs with profanity or offensive content. For full terms and conditions of your order, please see Custom Product Terms of Sale.
When will I receive my custom Wilson product?
The lead-time for each custom item is displayed within your shopping cart. Please check your order confirmation email to view the estimated lead-time for the custom item(s) you purchased. You will receive an email with tracking information as soon as your custom item(s) ship.
Can I cancel or modify my custom Wilson order after it's placed?
No. Once you place your order, we begin the process of building your custom product specifically for you. Therefore, we cannot accept cancellations or modifications to the design of custom products.
PRODUCTS, SERVICES & SALES
Does Wilson offer tennis racket stringing service?
Yes. When buying a performance tennis racket on au.wilson.com, you can select the recommended string configuration, or choose from Wilson and Luxilon strings and select your preferred string tension. Your racket will be strung by an experienced stringer and completed within the stated delivery window on the product page.
You can also get your Wilson tennis racket strung a Wilson Retail Store. See our Store Locator for location and hours.
Can I have my tennis racket restrung on au.wilson.com?
No. We don’t currently offer the capability to restring your existing racket. We do however offer restringing of Wilson rackets at Wilson’s Retail stores. See our Store list for location and hours.
Can I return an item to Wilson that I bought on sale?
No. Sales are final when you purchase an item during the sale period. This is indicated on each of our product pages as well.
Can I exchange an item at Wilson that I bought on sale?
Yes, you may request a return for a product purchased on sale, provided it was not A FINAL SALE product, which is displayed on the product page. All return requests must be submitted and processed via their original place of purchase.
Why was my Wilson Sporting Goods sale order cancelled?
If your order was cancelled, it was likely due to a stock issue. Our sale items sell fast and sometimes our system cannot keep up with the demand.
Can I cancel my Wilson order if I buy it on sale?
No. We cannot change or cancel orders that are already in the process of shipping. In addition, the sale price cannot be extended once the sale has ended.
Will Wilson adjust the price of my sale items after my order is complete if the price is different on the website?
No. We are unable to adjust any previous orders prices, no matter how recent.
When will my Wilson sale item ship?
With any high-volume sale, we may see an extended shipping timeline. The estimated shipping time for the sale product should be displayed on the product page on the Wilson website.
Need More Help?
Please send us a message using the form below and we'll get back to you within 48 hours.
Alternatively, the team can be contacted on 1800 271 105 between Monday - Friday, 9am - 5pm AEDT.
