Help Center.

We understand that sometimes things don’t happen as they should when it comes to online transactions. We will do our best to resolve any situation we encounter in good sportsmanship. We believe that the easiest way to resolve a dispute is to jointly resolve what is going on and resolve it together. However, in the event that no agreement is possible, we rely on PayPal Dispute Resolution to help us reach a solution.

 

Do you still need help?

Please send us an email, we will gladly be of service. Include your order number and any other relevant information.

About our online store

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About our online store

This is MACKSTÄRKE´s official store. We did it ourselves so we could cut all the intermediate steps between you and us.

Is it safe to enter my credit card number on this website?

We have designed this purchasing system to ensure the highest possible security for you and our products. We do not store any of your credit card information (which is handled by our payment processors) and promise that we will never share your personal information with anyone else.

One of our goals is to build an extensive customer database. In this sense, your email, unless specified, will be part of our valuable customer list, which we promise to feed with nourishing paddle content.

What is your privacy policy?

We will never share your information with any third party. Who is a third party? Well, the first part is us, the second part is you. A third party is anyone other than you and us, who probably already has enough, so the privacy policy means that this is just between the two of us.

Do you accept Google Wallet, UPay or any other system that I like?

No. We accept all major credit cards and PayPal. We will not accept BitCoins, or any virtual currency.

Can my purchase be cancelled?

No. No. Once requested and withdrawn, cancellation is not possible at the moment. The only case in which a refund will be considered is when the visible and obvious failure of the product by the manufacturer is proven within the valid warranty period.

Will you refund my purchase?

If and only if we have proof that your MACKSTÄRKE has a manufacturing defect within the warranty period. We do not contemplate refunds of purchases due to the nature of the product we offer. We do not contemplate refunds of purchases due to the nature of the product we offer.

How can I buy Mack for my padel club or school?

Send us an email us and we will and we will gladly analyze your particular case.

How can I become the Mack representative in my country?
We are delighted to have new team members abroad. Do not hesitate to contact us and tell us all the details about your position in the industry, as well as your projections.

About MACKSTÄRKE Warranty

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What does the Mack Warranty mean?

There is no small print here. Please read carefully, this is really very important to understand before you buy one of our products:

  1. There is a thirty (30) day warranty on every MACKSTÄRKE we manufacture. We have designed MACKSTÄRKE to be rugged, however, that does not mean they are made for abuse or misuse.
  2. To ensure that your MACKSTÄRKE shines like the first day it arrives in your hands, be sure to follow these instructions:

a) Store safely away from direct sources of heat and sunlight. This could seriously damage the product.
b) Do not use against rough surfaces. This could fracture the enamel and its finish.
c) Do not use it to lift balls from the court or any floor surface, as opposed to the paddle court where it is intended for play.
d) Do not use it to hit wet balls. As these would weigh more, it could be seriously damaged. Also make sure the product is never immersed in water or used for any water activities.
e) Any form of use other than the nature for which it was conceived may hinder optimum performance. Therefore, we suggest that you use it only inside the court to enjoy the game of padel.

How can I claim my guarantee?

Claims are handled on a case-by-case basis. Therefore, take as many photos as possible to document the damage within a period of six (6) months from the date of delivery, and be sure to include them in the email that you must write to us indicating how and in what situation it occurred. the damage.

Once we assess the damage to be a manufacturer’s defect, we’ll proceed to replace your Mack with a new one making sure you receive it as soon as possible.

About shipping

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How long does it take you to process an order?

Between one or two business days, when we are fully stocked. As we begin distribution of Mack throughout Mexico and the rest of the world, we are adjusting our stock flow. We don’t want to have too much stock accumulated, so we keep our production adjusted to demand. With your help and kind words, we hope to have a little more stock, in due course.

How long does delivery take?

Delivery time depends on the shipping option selected during the purchase process, and is entirely the responsibility of the selected courier service.

How can I track my order?

As soon as you place your order, a tracking number will be issued to the selected carrier, which will be available to you by e-mail.

My order never arrived

First: check your order confirmation email for the tracking number and try to locate your package. If that doesn’t work, send us an email, tell us what you ordered, when and to what address, and we’ll start working to fix the problem.

My order arrived incomplete or damaged.

Do not break or throw away the box in which the product was shipped. Send us an email telling us what you ordered and your purchase reference number. In case of damage, we need proof, so please take some good, descriptive photos for us to see. Damage is assessed on a case-by-case basis, and our claim for damage during shipment will be made to our carrier.

For the moment, all return costs must be borne by the buyer: That’s why we ask you to keep complete packaging on hand, just in the rare and unlikely event that you are part of the 0.01% of our customers who are unhappy with Mack. Don’t worry, we will find a solution so you can start enjoying your new Mack as soon as possible.

I would like to return my order

Returns will only be considered when the product is unused and has all original seals, sleeves and packaging in place. Send us a email indicating the reasons why you want to do it. Remember that Mack’s warranty is valid 30 days after the carrier has delivered it and none of the demonstrable paddle mishaps have occurred. We are good at tracking them.