Padel USA checks orders for payment security before they ship, because card fraud and chargebacks on expensive padel gear hurt everyone. Most orders pass without delay; for some we email you to confirm a few details, and if an order can't be verified we may cancel it and refund the full amount.
Padel rackets are expensive, which makes stores like ours a target for stolen cards. Every chargeback is a loss we can't recover, so we check orders before they ship. Most orders go through without you noticing. Some are held for a short review.
Why was my order held?
A hold doesn't mean we think you did something wrong. Our checks look at the order as a whole, and many genuine orders are reviewed. For security reasons, we don't share which checks an order triggered.
What will you ask me?
Our support team emails you from padelusa.com. Depending on the order, we may ask you to:
- Confirm the shipping address and that someone can receive the package.
- Send a photo ID that matches the name on the order.
- Confirm the billing address of the card used.
We only use this to verify the order. We never ask for your full card number, a password or a payment by message. Reply as soon as you can: the order ships once it's confirmed.
Can I ship to a package forwarder?
Yes. Forwarding addresses are accepted when every detail is complete: your name exactly as on the order, the forwarder's full US address and your personal suite or account number. Orders to forwarders are more often reviewed, so we may ask for extra information before shipping.
What if my order is cancelled?
If we can't verify an order, we may cancel it and refund the full amount to your original payment method. For timing, see When will I get my refund for a cancelled order?.
