Pickup and delivery are handled by different courier types and work differently from each other. Here’s some info to help you plan your schedule.
Pickup from you
Pickup is done via Lalamove, an on-demand courier platform. Pickups are scheduled and typically arrive between 10am and 2pm on the day you select. Our courier makes multiple stops to bring several rackets back to Stringlab HQ, so there may be a delay depending on that day’s routing.
You can specify any pickup address — residential or office/commercial — as long as it is not in a restricted area. The courier will go to the unit door of the address provided, and may contact you by WhatsApp if needed.
Someone must be present to hand the rackets over. Ensure that you hand all the rackets (and the right rackets) that you selected in that order. You do not need to package them — handing over bare rackets are fine.
Delivery to you
Delivery is handled by J&T Express or SPX Express and follows standard e-commerce parcel courier processes, not on-demand pickup.
Rackets are packed and secured before handoff to the courier. Delivery can occur at any point during the day depending on the courier’s route, just like standard e-commerce delivery of a racket you purchased online. If no one is present, the parcel will be left at your doorstep, with photo proof-of-delivery provided. Retrieve it as soon as possible to avoid leaving your rackets unattended.
The delivery date shown in the app is an estimate. While we make every effort to ensure you get your rackets back quickly, the return date is not guaranteed, and may be delayed due to courier availability. If you’ve got a game coming up, don’t have your order delivered the day-of! Leave yourself some buffer room for delivery. We open up our slots 2 weeks in advance to help everyone plan ahead.
Other notes
- Pickup and delivery can be to different addresses at no extra charge.
- For full terms, see our Terms of Service.