Ayuda & Compras
Help Center.
We understand that sometimes things don’t go as they should when it comes to online transactions. We’ll do everything we can to resolve any situation that comes up with good sportsmanship. We believe the easiest way to settle a dispute is to work out together what happened and resolve it as a team. However, if no agreement is possible, we rely on PayPal’s Dispute Resolution to help us reach a solution.
Still need help?
If the answers in this section don’t resolve your questions, you can send us an email. Please include your order number and any other relevant information.
About the store
This is the official MACKSTÄRKE store. We built it ourselves so we could cut out all the middlemen between you and us.
Is it safe to enter my credit card number on this website?
We’ve designed this checkout system to guarantee the highest possible security for you and our products. We don’t store any of your credit card information (that’s handled by our payment processors), and we promise we’ll never share your personal information with anyone else.
One of our goals is to build a broad customer database. So your email, unless you tell us otherwise, will become part of our valuable customer list — which we promise to feed with nourishing padel content.
What’s your privacy policy?
We’ll never share your information with any third party.
Who’s a third party?
Well, the first party is us, and the second party is you. A third party is anyone who isn’t you or us — and they’ve probably got enough on their plate already, so our privacy policy means this stays just between the two of us.
Do you accept Google Wallet, UPay, or any other system I like?
No. We accept major credit cards and PayPal. We won’t accept Bitcoin or any virtual currency.
Can my purchase be canceled?
No. Once ordered and shipped, cancellation isn’t possible at this time. The only case in which a refund will be considered is when a visible and evident manufacturing defect is proven within the valid warranty period.
Will you refund my purchase?
If and only if we have proof that your MACKSTÄRKE has a manufacturing defect within the warranty period. We don’t offer refunds for purchases given the nature of the product we offer.
How can I buy Mack for my padel club or school?
Send us an email and we’ll gladly look into your particular case.
How can I become the Mack representative in my country?
We’re delighted to welcome new team members abroad. Feel free to reach out and tell us all the details about your position in the industry, along with your projections.
About the MACKSTÄRKE warranty
What does the Mack Warranty mean?
There’s no fine print here. Please read carefully — this is really very important to understand before buying one of our products:
- There’s a thirty (30) day warranty for every MACKSTÄRKE we make. We’ve designed MACKSTÄRKE to be durable; however, that doesn’t mean they’re built for abuse or misuse.
- To make sure your MACKSTÄRKE shines like the first day it reached your hands, be sure to follow these instructions:
a) Store it safely, away from direct sources of heat and sunlight. This could seriously damage the product.
b) Don’t use it against rough surfaces. This could crack the finish and its coating.
c) Don’t use it to pick up balls from the court or any floor surface, unlike the padel court it’s meant to be played on.
d) Don’t use it to hit wet balls. Since these would be heavier, it could suffer serious damage. Also make sure the product is never submerged in water or used for any water activity.
e) Any use other than the purpose it was designed for may hinder optimal performance. We therefore suggest using it only on the court to enjoy the game of padel.
How can I claim my warranty?
Claims are handled case by case. So take as many photos as possible to document the damage within the thirty (30) day period starting from the delivery date, and be sure to include them in the email you’ll need to write us, explaining how and in what situation the damage occurred.
Once we assess that the damage is a manufacturing defect, we’ll proceed to replace your MACKSTÄRKE with a new one, making sure you receive it as soon as possible.
About shipping
How long does it take you to process an order?
Between one and two business days, when we’re fully stocked. As we begin distributing Mack across Mexico and the rest of the world, we’re fine-tuning our stock flow. We don’t want too much inventory piling up, so we keep our production matched to demand. With your help and kind words, we hope to have a bit more stock, in due time.
How long does delivery take?
Delivery time depends on the shipping option selected during checkout, and is entirely the responsibility of the chosen courier service.
How can I track my order?
As soon as you place your order, a tracking number will be issued by the selected carrier, and it will be available to you by email.
My order never arrived.
First: check your order confirmation email for the tracking number and try to locate your package. If that doesn’t work, send us an email telling us what you ordered, when, and to what address, and we’ll get to work on solving the problem.
My order arrived incomplete or damaged.
Don’t break or throw away the box we shipped the product in. Send us an email telling us what you ordered and your purchase reference number. In case of damage, we need proof, so please take some good, descriptive photos for us to see. Damages are assessed case by case, and our shipping damage claim will be filed with our carrier.
For now, all return shipping costs must be covered by the buyer. That’s why we ask you to keep the packaging complete and on hand, just in the strange and unlikely case that you’re part of the 0.01% of our customers who aren’t happy with Mack. Don’t worry — we’ll find a solution so you can start enjoying your new Mack as soon as possible.
I’d like to return my order.
Returns will only be considered when the product hasn’t been used and keeps all original seals, covers, and wrapping in place. Send us an email explaining the reasons you’d like to do so. Remember that the Mack warranty is valid for 30 days after the carrier has delivered it and none of the demonstrable padel mishaps have taken place. We’re good at tracking those down.
Delivery times.
How long does delivery take?
The delivery time for your MACK depends on the shipping option you select during checkout.
How can I track my order?
As soon as you place an order, the selected carrier issues its own tracking number, which will be available to you by email.
