Returns & Exchanges

Please contact us in the event of a return/exchange in order to obtain an Return Merchandise Authorization (RMA) #


Contact E-Mail:


Customer Service Hours: Monday-Friday 10 AM – 6 PM EST

Customer Service Phone: (585) 615-9465

Return Address

1061 Fawn Wood Drive

Webster, NY 14580
RETURNS has a a thirty (30) day return policy starting from the date the product was delivered. However, the product must still be brand new in the original package and unused to be accepted as a return. Unless the item is defective, incorrect or customer purchased Shoe Fit Protection the customer is responsible for any shipping charges in returning the item in question to us. We are not responsible for returns that are lost or damaged. It is recommended that any returned order includes tracking and/or insurance. Any item returned must be returned in its original box or package. Shoes returned must have clean bottoms and must not be bowled in. Items must be double boxed. We will not accept returns of items that the items box is used as the shipping container.

The following items are not available for returns:

  • Used items
  • Custom ordered items
  • OnTheBall bowling balls

Return Options

Refund: Within 30 days we will issue a refund for the amount of the item or items being returned less a 15% restocking fee. Refunds are only issued to the payment type you made when ordering (Credit Card, PayPal)

Exchanges: Within 30 days any eligible item may be returned for an exchange of another item. Buyers are responsible for shipping the item in question back to us. Buyers will be charged the return shipping charge of the item being sent back to them in the exchange.

Defective Items: Please contact us at in the event an item received is defective. We will provide instructions and return labels for any item deemed defective. Any buyer returning a defective item returned at the buyers expense will not be compensated for return shipping. Defective items can only be exchanged for the same or a similar item if the item is no longer available.

Warranty Claims: We honor any manufacturers’ warranties. Many manufacturers will handle this directly. If you have purchased an item from us that falls under a warranty claim please contact us for replacement options. Items that qualify for a warranty claim will be sent at our expense.  Drilling charges for bowling balls are not covered.