There are several reasons why your order may not be going through:
- There may be an authorization failure with your bank – please check with your local bank to verify the status of your credit card or debit card.
- There might be a difference in the billing address between the one you entered and the one on your credit card. Make sure there aren’t any typing errors between the two addresses – the billing address should match your bank records exactly.
- If you are still having problems after verifying all this information, make sure your web browser is up-to-date, and please do not hesitate to contact us. We’ll be happy to help you work it out.
If the charge shows up twice right after you order, this is a pending charge for bank authorization. Banks regularly practice this during credit card transactions to ensure sufficient funds and account authenticity. This double charge will clear once your card is charged for real when your order ships. Please contact your bank with any questions, or to verify the charge.
You may have heard that there’s a difference in product quality, depending on whether a product label has JP or SP in it, but we’re here to put that rumour to rest – there’s no difference! Those letters are internal production codes that don’t indicate or affect the quality of the product.
You’ve chosen a popular item of ours! For regular items, use the [Notified me] and we can notify you when it becomes available again. For limited edition items, next time, grab it quickly! These are exclusive and usually only having in a big sale run.
We currently operate in Malaysia. For now, if you’re outside of these countries/areas, unfortunately the store is unavailable or maybe server maintenance is in progress. Sorry for the inconvenience caused and we do hope to serve you better in the future!
Your order confirmation will be sent to the email you provided after payment is made.
An order confirmation means we have received your order and are processing it. Watch out for our second email that notifies you when your gear has been shipped.
We will process your order within 3 working day. Please note if you have chosen to have a frame strung this will add extra stringing time.
We work fast here at Vsmash, so once a payment has been processed, we get straight to work at filling and shipping your order. Our main goal is getting your item(s) to you as fast as we can. If you notice you have made a wrong order, please call our Customer Service as soon as possible to make changes in your order.
In the unlikely event that something you ordered sold out or became unavailable, we will contact you within 24 to 48 hours to explain the situation. If you ordered other items, you can still receive the rest of the order. These cancellations are rare, and we do everything we can to make sure that this doesn’t happen.
With the great deals we offer on sales items, the purchases are final.
If you refused the shipment from Vsmash upon delivery, we will refund you the value of the item(s). However, you are responsible for shipping charges back to us and any import fees, duties and or taxes that are incurred on the package.
This amount would be deducted from your merchandise refund. Because these shipping costs are deducted from the refund amount, if the return shipping fees exceed the value of the merchandise, you would not receive a refund.
If the status says delivered, it is likely that someone near you has signed off on it. Check with neighbours, family, flatmates, or apartment security personnel to see if anyone has collected it for you or contact the courier company directly to see who signed for it. If it is still not located, please do not hesitate to contact our Customer Service.
If you have received a defective item please contact our Customer Service within 7 days of receiving your order with your reference number and details of the defect. We will then investigate the cause of the defect and if we find that we have sent a defective item or the item has been damaged during shipping we will arrange for the item to be picked up and sent back to us.
We will then arrange for you to receive a replacement item. Please make sure you hang on to the original packaging, box and receipt. Return shipping arrangements and costs will be on us or you can head to our Vsmash store for exchange along with the receipt item.
Alternatively, if the package appears severely damaged upon delivery, don’t accept the package from the courier and contact our Customer Service immediately with your order number to let us know what happened.
If you received a different item from what you have ordered, you can contact our Customer Service within 7 days of receipt with your order reference number and full details of the item which is different from what you ordered.
We will ascertain the reason for the discrepancy. If we find we have made a mistake, we will arrange for the item to be picked up and sent back to us. We will then arrange for you to receive the correct item. Please make sure you hang on the original packaging, box, and receipt. Return shipping arrangements and costs will be on us.
We’re always happy to hear from you:
Contact us: +6012 379 9677 / +6012 568 8129
We do provide a month warranty for our racquets. You are required to bring along your racquets to our store and fill up a claiming form. The form and racquet will be sent to Sunrise for inspection approximately 3 to 6 weeks. If item is claimable, we will contact you and required you to collect your brand-new racquet from our store.