Click here for information on how to return an order.
FREQUENTLY ASKED QUESTIONS
ORDERING
HOW CAN I PAY FOR MY ORDER?
We currently accept PayPal and all major credit cards (AMEX, DISCOVER, JCB, VISA, MASTERCARD, Diners Club) for your order.
WHERE DO I ENTER A COUPON CODE?
Coupon/Discount Codes can be entered on the checkout page right under payment options.
DO YOU ACCEPT GIFT CARDS?
We currently do not accept gift cards.
WHERE CAN I CHECK THE STATUS OF MY ORDER
You can check the status of your order HERE You will require your order number and email associated with your order to view your order status/tracking info.
If you experience technical difficulties tracking your order, please contact us at info@truproofficial.com
DO YOU CHARGE SALES TAXES
Yes, we charge EU VAT taxes required by law. On our website we display the price including VAT taxes.
WHAT MEANS ORDER STATUS "COMPLETE"?
This means your order has been processed and left our warehouse.
CAN I CANCEL MY ORDER AFTER IT IS PLACED?
Please contact us at info@truproofficial.com as soon as you decide to cancel your order. If your order has not been shipped, we can cancel your order for a full refund if your package has not yet left the warehouse.
If your order has been processed and shipped, please follow our RETURN POLICY.
Orders that were placed on our EUROPEAN website will be shipped from AUSTRIA
WHEN CAN I EXPECT MY ORDER TO SHIP?
Any order placed by 12:00 PM CET Monday - Friday (excluding public holidays) will usually ship the same or the day after. within 1-2 business days. If you’ve placed an order after 12:00 PM CET or on a weekend, your order will usually be processed within 1-2 business days.
DO YOU OFFER RUSH ORDERS?
We currently do not offer expedited shipping within EUROPE.
VAT TAXES & CUSTOMS
Important Notice
Orders shipped outside the EU are VAT-free at checkout. However, your country’s customs may apply VAT, import duties, and processing fees upon delivery. These charges are collected directly by customs or the shipping carrier. Please check with your local customs authority before ordering.
Do I have to pay EU VAT when ordering from outside the EU?
No. If your shipping address is outside the EU, EU VAT (Mehrwertsteuer - MWSt.) does not apply to your order. Our system will automatically process your order VAT-free, and you will see the correct pricing at checkout.
While EU customers pay VAT, non-EU customers benefit from VAT-free pricing; however, our pricing structure accounts for additional operational costs associated with international orders, such as export processing, compliance with non-EU regulations, and specialized shipping requirements. This ensures that we can provide the same level of service, product availability, and competitive pricing to all our customers, regardless of location.
Why does the price look the same with and without VAT at checkout?
For customers outside the EU, our checkout system displays the same price for "including VAT" and "excluding VAT." This is because non-EU orders are automatically processed as VAT-free exports. However, your country’s customs may apply VAT and import duties upon delivery.
Will I have to pay VAT, customs duties, or import fees in my country?
Yes, depending on your country’s regulations, customs may charge:
Local VAT or sales tax (rates vary by country).
Import duties based on the type and value of the goods.
Customs processing fees charged by the shipping carrier.
Are there any order value limits for VAT or duty-free imports?
Many countries have a duty-free threshold, meaning orders below a certain value may not be subject to VAT or import duties.
Who collects VAT and import fees?
These charges are not collected by us at checkout. Instead, they are collected by your country’s customs authority or the shipping carrier (HERMES, AUSTRIAN POST, DHL, FedEx, UPS, etc.) upon delivery.
Can I prepay VAT and customs fees at checkout?
At this time, we do not offer prepayment of VAT or import duties. These fees will be handled by customs in your country when your order arrives.
How can I estimate VAT and customs costs before ordering?
To estimate VAT and import fees, check your country’s official customs website:
Once the returned item is received and back in the warehouse, refunds should be reflected on the account that was used during the purchase within 5-10 business days.
WARRANTY
WHAT IS YOUR WARRANTY POLICY
Most TRU PRO rackets and bags are covered by a limited warranty for defective material for six months from the date of purchase of the original product when purchased on our website.
HOW DO I SUBMIT A WARRANTY?
To return a product that is under warranty, please email us at info@truproofficial.com to obtain a return address and return number. Proof of an invoice or receipt from TRU PRO is required.
WHAT IS YOUR FULL WARRANTY POLICY?
Most TRU PRO rackets and bags are covered by a limited warranty for defective material for six months from the date of purchase of the original product when purchased on the Website. Repairing or replacing a warranted product does not extend the applicable warranty period. Proof of an invoice or receipt from TRU PRO is required. It is at our discretion to either repair or replacement the product. No warranty will be granted if a racket is improperly handled (strung incorrectly, added repairs, extreme signs of wear and tear, or beyond the warranty period.) Rackets must be returned strung. For replaceable parts like grips, grommets, or strings, we do not offer a warranty. Items that are sent to the warranty department in AUSTRIA but upon inspection are considered not being covered by the TRU PRO warranty policy and will be returned to the customer. The customer will pay for return freight.
To return a product that is under warranty, please email us at info@truproofficial.comto obtain a return address and return number. You are responsible for covering shipping charges for all returns.
FREE SHIPPING for orders over €100 within the EU 
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