Frequently Asked Questions

Geau Sport, Premium Tennis Accessory Brand

Shipping

  • How much do you charge for domestic shipping? 
    • We offer free shipping on every order within the continental US.

  • How long does it take to receive an order?
    • We aim to pack and ship 24-48 hours after an order has been placed (Monday-Friday). Please note that mail carriers are currently experiencing delays in shipping times. Please allow extra time for your shipments to be delivered.

    • The delivery time depends on the country we are delivering to and which service you select (Standard vs. Express). When you go to your "cart / checkout", you can select a shipping option and see how long it will take before placing an order.

  • How can I track my package?
    • Tracking information will be emailed to you as soon as your order ships

  • Does Geau Sport ship internationally and what is the cost of international shipping?
    • Yes, we ship to most countries. To get a shipping quote, please go through most of the checkout process on our website and it will automatically provide a shipping quote based on the address and the product that you have entered. You can then choose to finalize the purchase or not after the shipping quote is revealed.

    • Our shipping quotes do not include import duties/taxes. Geau Sport is not responsible for any taxes, duties or import fees. These must be covered by the receiver.

    • If you would like a more affordable option that reduces shipping costs and avoids import fees, simply create a MyUS.com account and use their forwarding service. MyUS is a great option for folks who frequently purchase items from US retailers. You can save a lot on shipping fees and hassle in the long run. For all the details, visit MyUS.com's How It Works page.

      • 1. Go to MyUS.com and sign up. You can get a 30-day free trial of their premium service for a refundable fee. After you sign up, you get a US address that you can ship stuff to.

      • 2. Order stuff from www.geausport.com (and other retailers) and ship it to your My.US shipping address.

      • 3. MyUS will then send the item(s) directly to you, based on shipping preferences you give them.

    • When shipping internationally, can Geau Sport declare a smaller value than the actual invoice to reduce the duties that I pay to my country of residence.
      • No. It is a federal offense to falsify customs forms.

    • How do I ship to a DPO address? 
      • To ship to a DPO, contact us at help@geausport.com so that we can provide you with instructions.  

    • My package says delivered but I haven’t received anything. What can I do? 
      • COVID-19 Shipping update: 

        • USPS Priority Mail: Local 1-day delivery will not experience delays. However, the 2-3 day delivery window will be extended to 3-4 days.

        • USPS First-Class Package Service: 2-3 day delivery windows will be extended to 3-4 day delivery windows. 

        • USPS has restricted international service to certain countries. Please see the International Shipping page for further details.

    • My tracking says delivered but I haven’t received anything?
      • As soon as the tracking on your order is updated to "Delivered" by the Postal courier, it triggers an automatic email from Geau Sport to let you know your package has been delivered.

      • Occasionally, a parcel will be marked as delivered by the shipping courier prematurely. If you received a delivery notice, only to find your parcel is nowhere to be seen, here is some information you should know:

      • Domestic Shipments: USPS First Class or USPS Priority
        • USPS delivery vans have GPS that sometimes automatically updates a shipment as "delivered" prematurely. Wait another business day because the package was most likely marked as delivered accidentally, and will arrive the following day.

        • Please also check your mailbox and see if you can find the package. If you have a front desk or reception area, please check with the desk attendant. Also be sure to check with any family members or roommates to see if they received the package on your behalf.

        • Contact your local post office. Make sure to call your LOCAL OFFICE, and NOT the USPS HOTLINE (this can take a lot of time, and they only tell you what the tracking already says). Ask them who delivered the parcel and ask them details about that day's delivery. They are used to these types of questions, and can usually provide helpful information.

        • If the parcel does not show up (extremely rare occasion), please call the Post Office and file a claim or click here to file online. We can reship the package if it is deemed as lost by USPS. Geau Sport does not refund on packages marked as delivered.

        • Domestic Shipments: FedEx
            • Allow an extra business day for your parcel to arrive.

            • File a claim with FedEx here 

            • Or call their hotline 1-800-463-3339.

        • International Shipments: USPS
          • Often times, an international parcel is marked as "delivered" when it arrives at a processing facility, or as soon as the order has been processed over to the new tracking system.

          • It's very common for there to be a lag in time from when the parcel is marked as "delivered" to when you are notified to pick up the parcel (this may vary with different couriers who have different COD options).

          • Check your mailbox daily for a notice from your local post to go pick up your parcel.

          • Contact your local postal service and/or customs office and inquire about your delivery.

          • Things NOT to do:

            • Panic – we receive messages quite often from concerned customers who have received a "Delivery" notice, only to find their parcel is nowhere. Without fail, the package is usually delivered a few days later, or a notice from customs is found in the mailbox.

            • Contact USPS – they are not able to inquire of parcels once they reach a different country.

          • International Shipments: FedEx: 
            • Allow an extra business day for your parcel to arrive.

            • File a claim with FedEx here.

            • Or call their hotline 1-800-463-3339.

            • If you have further concerns, reach out to your local customs office, as they usually have more immediate answers regarding shipping than we do.

            • Even so, should you have any further questions or concerns, please feel free to reach out to us! We're always happy to help in whatever way we can.

        Warranty & Returns

        • What is Geau Sport’s warranty and return policy?
          • Geau Sport products carry a 1-year warranty on material and workmanship defects. Learn more about our warranty here.

          • If you are not 100% satisfied with your purchase, you can either return your order for a refund, or exchange it for something else. Any return or exchange must be made within 30 days from the date of receipt. Learn more about our return policy here.

        Product Information & Care

        • How should I clean my Geau Sport bag?
          • Our bag fabrics are easy to wipe clean. Simple soap and warm water will take care of most dirt sports. 

        • How many rackets does each bag fit? 
          • Please reference the product page of each bag for that information. 

        • Are the shoe storage areas of each bag large enough to accommodate large men’s shoes?
          • Yes, the shoe storage areas will comfortably store up to size US 12 (UK 11, EU 46) men’s tennis shoes

        Other

        • How can I contact you? 
          • For questions, comments, feedback, or suggestions, send an email to help@geausport.com.

          • For marketing inquiries such as placement in publications, high resolution images, test samples, or being an ambassador/influencer, send an email to marketing@geausport.com.

        • What forms of payment do you accept? 
          • We accept VISA, Mastercard, American Express, Discover, JBC, Apple Pay, Amazon Payments, and PayPal. You can select your method of payment during checkout.

        • Can I buy a gift card online?
        • How can I order an item that is “out of stock”?
          • When out of stock, we continue to accept orders and will clearly communicate the expected in-stock date on the product page. Due to limited supply, we do recommend you to place a pre-stock order. We will ship on a first come first serve basis. If you want to go ahead and place an order prior to new stock arriving, please be aware that you will have to wait until the indicated in-stock date for your order to ship.
        • What is Geau Sport’s policy on price reductions?
          • If we reduce the price of an item you purchased, we will happily adjust the sale price at your request within 7 days of your shipment date. The item must be the same color and size and must be in stock.
        • Do you offer volume discounts for teams? 
          • Yes, we offer discounts for teams. Please email us at help@geausport.com to find out details. 

        • Are my credit card details safe during the checkout process? 
          • Yes

        • Is my personal information kept private and confidential? 
          • Yes. 

        • How can I become a retailer or distributor for Geau Sport? 
          • We are certainly open to enquiries from interested parties. Please email us at help@geausport.com and provide us with 1) your full name 2) your email address 3) your country of residence 4) your professional background and why you would be an ideal partner for Geau Sport.