Order Process

HELPFUL INFORMATION

ORDER PROCESS

WHAT TO EXPECT?

Payment policy:  We accept all forms of payment.  All major PayPal, creditcards, debit cards, bank transfer (contact us to set up a bank transfer payment).  All prices are in United States Dollars (USD) unless otherwise stated.  We always receive payment before the order is processed.

Processing time:  Most of our products ship between 1 – 7 days.  Certain brands & accessories take longer due to popularity or low stock and can take up to 2 weeks to ship.  Custom fitting orders and/or special orders take approximately 2 – 4 weeks to ship.

Order Updates:  If your order will take longer than 7 days to ship, we will contact you immediately to inform you of the estimated ship date and ask for your approval to proceed or if you rather receive a full refund.

Tracking of order:  All shipping and tracking details will be emailed shortly after your order ships. 

CUSTOMER SERVICE 24/7

EXCEPTIONAL CUSTOMER SERVICE IS OUR #1 PRIORITY

and jtwgolf Customer Service representatives support our customers around the clock with specialists in Japan and North America. Our company’s reputation for providing superior customer support reflects the high standards we require of ourselves and the brands we choose.

Your inquiry is never too big or too small for us. So please feel free to Contact Us and expect a quick response always within 1 business day.

SAFE AND SECURE PAYMENTS

All reasonable steps are taken by jtwgolf.com to protect a customer’s personal information. jtwgolf has used state-of-the-art encryption technology to secure the personal information of a website user.

NORTON SECURED BY SYMANTEC

The lock icon at the bottom of your screen indicates when you are in a secure section of the jtwgolf website. jtwgolf.com uses a 128-bit Verisign Digital Certificate. Norton is the most trusted name in website security. This ensures the confidentiality of your information. If any other internet user intercepts the communication they will only be able to see it in an encrypted form.

SSL ENCRYPTION

jtwgolf.com uses secure socket layer (SSL) encryption for its forms and payment details that are transmitted using the Internet. SSL encrypts web communication, allowing us to take credit card orders and protect sensitive personal information. SSL security makes eaves dropping on secure web traffic almost impossible.

PROTECTING YOUR INFORMATION

Credit card information collected from customers is transmitted immediately into the banking system and is deleted immediately after the transaction has been completed. We only receive the last 4 digits of your credit card number for reference.

Click the Norton badge below to view our website’s strict verification.

WORLDWIDE FREE SHIPPING

GUARANTEED SHIPPING WORLDWIDE

We will proactively choose a more suitable logistics carrier based on your shipping address, which includes postal EMS, FedEx, UPS, and DHL for free shipping.

SHIPPING METHODS:

Post EMS Express Mail Services is delivered to you by your postal service. EMS provides fast, reliable shipment all tracked and insured with a delivery time of 2-4 days (Please note this may vary depending on location and local delivery service and does not include time if inspected by customs and duties office in your country).

For countries/regions with slow or unreliable postal services, we will select the best one from UPS, FedEx, or DHL based on your shipping address. These fast logistics will handle customs and tariffs on all shipments, and then collect any taxes and fees incurred.

All shipments are tracked and insured with a 100% guarantee that your item will arrive.

Tracking of order: Customers will receive all shipping and tracking details by email. You will be provided everything you need to track your order shortly after it ships.

Please note that occasionally your order may be split into more than one shipment depending on stock. It may also ship from more than one location depending on which of our offices have stock on the items you ordered. You will NOT incur any additional shipping charges if this happens.

Taxes and Customs: Please note that sometimes your shipment may be held by customs for inspection which may delay the shipment. These kind of delays are out of our control and we ask that you contact your local customs office or post office for details.

We do not collect taxes. Our products include free shipping. Each country/region has its own import and tax laws, and sometimes customers need to pay taxes for their shipments. JTWGOLF is not responsible for any customs fees or taxes levied on the goods you purchase. These fees are the responsibility of the client and are collected by the local government rather than JWTGOLF. If you have any questions about taxation and customs, please contact the local tax bureau in your country/region.

Any shipment that is denied or returned to us as unclaimed will be considered a RETURN and be subject to our Return Policy.

If you still have questions, please visit our contact page below: http://www.jtwgolf.com/contact.

AUTHENTICITY & WARRANTIES

100% AUTHENTIC PRODUCT

Please understand that Japanese golf equipment is a luxury product. Master craftsmen produce and/or assemble your order to the highest standard. They are not delivered as quickly as the USA brands due to Japan’s higher standards and careful handling of these high-end products.

PRODUCT WARRANTIES

We help you with product warranties.

Most golf equipment and clubs listed in our store are covered by a manufacturer’s warranty and come with verifiable serial numbers.

All original (unaltered/unmodified by customers) clubs sold from Japanese manufacturers are guaranteed and warrantied from any manufacturer defects (length of warranty varies between manufacturers). Our products will undergo a thorough inspection before being sent to customers.

RETURNS & REFUNDS

WE OFFER REFUNDS FOR UNUSED PRODUCTS UP TO 30 DAYS AFTER SHIPMENT.

Order cancellation:  We have no problem in issuing you a full refund as long the item(s) has not yet been shipped.  (This does not apply to custom golf clubs or any special orders.) If your order reached the shipping department, we will try our best to cancel it before shipping.  Since we we strive for quick delivery please understand that there may be times we are unable to confirm the cancellation.  

* Some banks charge a % fee to convert the funds back into their currency. We refund your payment in full so we are not responsible for any discrepancies in the amount your bank takes as the fee.  

Returns & Refunds:  Your complete satisfaction is very important to us. However, due to the fact that the golf items purchased are sent from overseas with multiple handlers, it is very difficult for us to provide you with a 100% money back guarantee.  

Any shipment that is denied or returned to us as unclaimed will be considered a RETURN.  If it is a non-refundable order (such as custom/special orders, etc.), the payment cannot be refunded as our policy states, and the customer will need to pay for the shipping costs to re-ship the order.

Returns must take place within 30 days of delivery.  Any items you wish to return must be in the exact condition you received it in with all plastic wraps 100% intact, as well as, all labels and bar codes still in place.

Restocking fee for returned items:  A full inspection of the club returned must be done before you will receive a refund for the price of the product(s) minus a 15% restocking fee.  

Shipping costs are non-refundable:  Return shipping is the customer’s responsibility.  

FREE Shipping method:  For orders placed with FREE Shipping method.  If returned, the actual shipping fee will be deducted from the refund.

Return processing takes 1-2 weeks after the item is received for inspection.  After inspection we will notify you by email confirming the refund on your account.

EXCLUSIONS:  Refunds are NOT available on special orders, custom club or orders with custom specifications.  We suggest you make sure the item desired is exactly what you want to avoid refunds.  If there is a discrepancy in the specifications ordered, you may ship the club back to us to check it within 15 days.  If the customer was mistaken and the specifications are correct, return shipping and any other expenses to receive the item is the customer’s responsibility and is required to be paid before shipping the item back.  Please understand this is regarding ALL Tour Spec Golf and Jtwgolf sales.

Golf Shoes and apparel/clothing are considered a custom order and cannot be exchanged or refunded.  They are ordered specifically for the customer.  Customers should ensure they know what size they are before ordering.  If you need advice about size, please don’t hesitate to email us.