Return Policy & Customer Care

Return Policy

Warranties

All bats Except Senior Bats have a 1-year warranty with the manufacturer unless they are offered by us as a non warranty bat. Have your receipt handy when calling the toll free number with questions. We email out your receipt the day we ship the bat.

Have a question? We can help you!

Email: info@kellysultimatesports.com
Phone: 707-399-7945
Facebook: www.facebook.com/kellysultimatesports/
Hours: Mon-Fri 8am to 6:30pm EST (5AM-3:30AM PST)
Saturdays 8am - 5pm

Store Policies / FAQ:

ORDER CHANGE REQUESTS:

To best service your order, we ask that you please CALL 707-399-7945 for time-sensitive order change requests. Like changing address, changing product, etc. We are in the business of FAST fulfillment of your order and a phone call will help us help you.

Delivery notes placed into order notes during checkout, like "Put on front porch" do not get forwarded to delivery couriers. If you have a delivery instruction, please call us after placing your order. If you order after store closing hours, please email this instruction to info@kellysultimatesports.com. Please note we cannot guarantee the courier will follow your instructions, as they have their own methods of delivering packages outside of our control.

I was contacted by your fraud department. Why? And are you secure?

We employ our fraud department to protect our customer's data, and to be good citizens on the web. If you are contacted shortly after your order, do not be alarmed, it is our team checking on a few order details. If you comply we can ship your order. This amount to less than 1% of orders, and the process is usually as simple as providing photo ID. Shipping to your billing address can reduce the chance of the order getting flagged for review. Kelly's Ultimate Sports is committed to protecting your data. We employ PCI compliant best practices to ensure your credit card data is not stored on our servers.

How much is shipping / when do you ship?

Standard shipping is FREE on MOST our hundreds of products, with a few rare exceptions in the ball category. Orders placed before 4:30 PM EST are shipped by USPS Priority Mail (2-3 day) for items 1+ lbs (Includes all bats), or USPS First Class (2-5 days) for items less than 1 pound (1-5 Day). Orders shipping overnight ship by FedEx Express can cost $10.

Shipping insurance is offered to you during checkout. If insurance is not chosen and paid for, our liability on this shipment will end once the package is shipped from the warehouse. If you wish to ensure the package against other issues, like “Lost in transit”, please choose the insurance option. In the US, this will include signature confirmation on delivery.

Orders shipping to New York State will have 8% NYS Sales Tax applied at checkout. If your organization is tax exempt, contact us beforehand to arrange the order (585-465-3167).

Duties and Taxes levied on International shipments are the responsibility of the customer. We do not ship PPD (Pre-Paid Duty). This site uses US Dollars for pricing.

Can you overnight packages?

Yes, via FedEx Express. Order before the countdown timer (4:30 PM EST) to ship out on the current business day. Pre-Orders are not in stock and wouldn't be shipped until the stock is in. We ship orders on Monday-Friday. Overnight shipments on Fridays (to deliver Saturday) have an upcharge of $20. If you have any concerns if you are shipping today or not, give us a call at 707-399-7945.

Failed deliveries due to bad address: If you tell us to ship Fedex Overnight to an address that is incorrect, it costs us $16 to change the address. We reserve the right to collect this fee if we have to correct your address with Fedex. This only applies to overnight packages. If you choose to return based on non-delivery for a bad address, we will recoup the fee from your refund.

If we send a package signature delivery via Fedex and you have a signature waiver covering your address (to waive signature requirements) we are not responsible for theft at your address. If we send a package without signature confirmation, and the package is stolen we are not responsible for theft at your address.

Do you accept returns or exchanges?

We accept returns and exchanges within 14 days of your order date. All returns/exchanges must be shipped back to Kelly's Ultimate Sports at your expense within 7 days of approval or return approval may be denied. Bats must be un-hit and in-wrapper to be eligible for return or exchange. For this reason, please make sure your product is correct and will work for you before removing the product wrapper. Inspect the weight, association stamps, length and take some dry-swings (don't hit balls!). If you are unsure if you have the correct bat for your league, check with your umpire or league official. Bats received in opened/used condition will be refused at time of delivery. Apparel, footwear and other products must not show signs of wear or have been washed.

Custom and customized apparel:
We do not allow returns or exchanges on customized apparel or gear items. Name/Number and color/logo customization are very unique to the buyer and all sales are final. If you have an issue with the workmanship or quality of an item, please reach out to us and we will try to make it right.

Returns:
Please contact us by email or phone to obtain a return authorization. Sending any product back without previous contact may slow processing on your return. Send your product back to the address above, at your cost, using any trackable shipping method. We accept the right to charge a restock fee on returns equal to the value of the costs we incurred in shipping the item to you originally.

Exchanges:
Please contact us by email or phone to obtain exchange authorization. Sending any product back without previous contact may slow processing on your exchange. Send your product back, at your cost, to the address above using any trackable shipping method. There will be an exchange fee, to cover the shipping of the new product out to you. We will only ship your new product when the original product is received. If you want your new product to ship immediately, you should place a new order and then return the previously ordered item.

Do you ship to Canada?

Yes, most items. Your shopping cart will quote shipping charges. Duties and other taxes are the responsibility of you as the recipient. This site uses US Dollars. Duty and taxes excised by your province or local customs dept. are the responsibility of the customer.

“2-3 day” and “Overnight” shipment terminology does not apply to orders shipping to Canada. Canada shipping is quoted as USPS only, and takes an average 7-10 days to ship and deliver. Variances can occur due to custom delays. Please note customers are responsible for any duties/taxes levied on International shipments.

Do you ship to Hawaii, Alaska, Puerto Rico, Guam, and other US territories?

Yes, we ship mostly USPS here and there is no additional charge to these areas except for a few rare cases. You will be shown a shipping quote in your cart.

My shipment is late, what do I do?

First, check the tracking number that was emailed to you. If you still have questions, send us an email or call us. USPS can occasionally deliver later than the given ETA date on tracking. We will work with you if your package is delayed. Our contact info is at the top of this page.

My overnight order did not come on time. Am I eligible for a refund?

FedEx nor Kelly's Ultimate Sports can guarantee a package will be delivered the next day. There are several factors that can affect overnight on-time deliveries such as weather exception, natural disaster or similar. Your tracking number will typically show these exceptions as a delay.

My shipment never came and it's been a week! What do I do?

Sounds like this shipment may be delayed, or it could be lost in the mail. Inquire with customer service and we can direct you. You may have a piece of custom apparel that we could be waiting on too. We'll let you know.

I received a different product then what I wanted, what do I do?

Did we ship a different item than you ordered? Please contact us. We will cover the costs of shipping to correct this error. You will use a shipping label we provide by email to swap the product for the correct one.

My bat was received damaged in the mail (or damaged but still in wrapper)

Contact us and we'll determine the best way to proceed. We may need to file an insurance claim, so you must do so within a day or two of receiving the bat.

Can I cancel a pre-order?

We do not accept cancellations on any pre-ordered products.

Is your inventory accurate?

We use computerized inventory tracking and if the web site says we have it in stock, we believe we do. Mistakes can happen but we take great pains to ensure accurate inventory. If a product you ordered is out of stock when we fill the order, we attempt to call and email you to see if a substitution can be made and a resolution found. If you absolutely want to make sure it's in stock before you order, give us a call! we'll be happy to check the shelves.

Do I send my bat to you for a replacement if it breaks?

Do not ship bats to Kelly's Ultimate Sports unless told to by someone for your specific order. Bats shipped to Kelly's will be held for 30 days. We will make an attempt to contact you, but in some cases, we don't have your information to do so. We will hold the bat for 30 days to let you try to reclaim it, then we will dispose of it at our discretion. Please contact the warranty department. See Top of the Page.