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Customer Service > Frequently Asked Questions

FREQUENTLY ASKED QUESTIONS

SHOPPING & ORDERING



PAYMENT OPTIONS



GIFT CARDS & E-CARDS



PERSONALIZATION



CLUBMAKING



YOUR ACCOUNT



SHIPPING & DELIVERY



RETURNS



GOLFSMITH SERVICES/POLICIES



PRIVACY & SECURITY


 

SHOPPING & ORDERING


How can I find what I'm looking for?

There are lots of ways to find exactly the product(s) you're looking for. One easy way is to use our Search feature, found near the top of each page. You can search by keywords, such as “putters,” the name of the putter or you can enter a product number from one of our catalogs. Our Search will provide you with the best matches to your query. Another way to find what you're looking for is to navigate by category. For example, if you're looking for a pair of shorts simply go to the left of the web page and click on “Apparel.” From there choose from men's, women's or juniors' apparel and choose the appropriate category, in this case Pants and Shorts. Still can't find what you're looking for? Call one of our sales reps at 800-813-6897 and they will be happy to assist you.

How do I place an online order?
Shopping and ordering online is a breeze at our online golf store.

New customers — If you haven't completed an online transaction with us, it's quick and easy to create an account. Begin by clicking on 'My Account' at the top of each page. This will take you to the account ‘sign in' page. Once there, click the link that says ‘Click here to create an account.' Next you'll go to the account registration page where you'll be prompted to enter some relevant information to create your Golfsmith account. Once completed, our website will recognize your registered email address. For future transactions, all you'll have to do is enter your registered password.

Returning customers — If you are an established Golfsmith customer who has made an online purchase all you will need to sign in is your email address and password. If you receive any of our catalogs via mail you can use the customer number located on the back your catalog in the light yellow box of the address zone. If you don't recall or don't have your customer number handy, please enter as a "New Customer" and we will merge the new temporary customer number with your existing number as we complete your order.

Once your order is completed you will receive an order confirmation number and an order confirmation email. We recommend that you keep these for your records until you receive your order.

Can I contact you with questions about my order?
If you have questions on a product or service, contact Golfsmith Customer Service for assistance M-F 8am-6pm (CST) at 1-800-813-6897 (US) or 1-512-837-4810 (International), or click here to send an email to customer service.

Where can I find a Golfsmith retail store?
Please view our Store Locator page to find store locations, directions, store hours and special events for all Golfsmith retail locations.

What is Golfsmith's pricing policy?
Golfsmith strives to avoid errors in pricing and product information, but mistakes sometimes happen and Golfsmith reserves the right to correct them on the Golfsmith web site, email, banner ads and any other web related media. We apologize for any inconvenience it may cause. In the event an order is placed with Golfsmith on an item where an errant price has been advertised, you agree that Golfsmith’s sole responsibility to you will be to promptly notify you of the pricing error and allow you the option to either purchase the item at the correct current Golfsmith price or choose to withdraw your order of the item that was subject to the pricing error. For questions related to pricing please contact Golfsmith Customer Service at 1-800-813-6897.

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PAYMENT OPTIONS


What forms of payment does Golfsmith accept?

At Golfsmith.com we accept a variety of online payment options. The following forms of payment are accepted:

  • Visa
  • MasterCard
  • American Express
  • Discover
  • Golfsmith Credit Card
  • Golfsmith Gift Card
  • PayPal
  • Google Checkout


What forms of payment are available for international orders?
All pricing for international orders are in US dollars. The following forms of payment are accepted:

  • Visa
  • MasterCard
  • American Express
  • Discover
  • Golfsmith Credit Card
  • Golfsmith Gift Card

Some international customers will need to pre-pay their order in US funds by wire transfer. If you reside in a country that requires a wire transfer you will be notified at the payment screen at checkout. For more information see International Wire Transfer Instructions.

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GIFT CARDS & E-CARDS


Does Golfsmith offer gift cards?

We offer gift cards for purchase here. There are available in $10, $25, $50, $100 and $500 denominations. They are easy to redeem online, at any of our stores or for any catalog purchase.

What is an e-card?
The e-card is an ultra-fast gift card solution. Simply purchase them online with a credit card, and within 24 hours, the e-card will arrive to your designated recipient via email. The e-card can be redeemed online, at our stores or via our catalog.

E-cards are available in denominations of $25, $50, $100 and $500 and can be purchased here

What shipping charges apply to gift cards?
Golfsmith offers no delivery charge for standard delivery via the U.S. Postal Service. Standard delivery orders will arrive within 3 to 7 business days.

Please note that you must purchase multiple gift cards separately in order to ship them to different addresses.

Where can I redeem my gift card or e-gift card?
Gift cards and e-gift cards can be used with any online order, catalog order, and at any Golfsmith store.

You may redeem a Gift Card for merchandise or in-store services (in the United States) online or at any of our superstore locations or via the phone. Except in California, or where otherwise prohibited by law, the card becomes void after two years and is not redeemable for cash. Golfsmith will not replace your card if it is lost or stolen. You must present this Gift Card at the time of use or purchase or for inquiries related thereto.

For the nearest superstore location, call us toll-free at (800) 925-7709, or visit www.golfsmith.com .
For balance inquiries, please call (800) 925-7709.

Can I use a gift card or e-card as a partial payment for any Golfsmith purchase?
Yes. Gift cards and e-gift cards can be used with any online order, catalog order and at any Golfsmith store. Upon checkout, once you reach the Payment Information page simply enter your gift card or e-card number and your credit card number to pay your purchase in full.

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PERSONALIZATION


What is the difference between logo and personalization?

When it comes to golf balls, personalization is a standard block font printed on the ball in all uppercase letters available in four imprint color choices (black, blue, red or green). Font treatments of all other personalized items vary depending on the manufacturer.

A logo is artwork, a design or a specialized font requiring the submission of an electronic artwork image or file for the manufacturer to reproduce.

What type of information can I have imprinted on a golf ball?
Any text that it is not profane, derogatory or obscene is acceptable as long as it fits within the manufacturer's character limitations. The manufacturer reserves the right to refuse to print any requested text.

What are the character limitations?
Limitations vary by vendor, but generally follow 17 characters (including spaces and punctuation) printed on a maximum of three lines each. Please check the product detail page online or our catalog for specific manufacturer requirements.

Is there a minimum quantity to order for personalized or logo golf balls?
For logo golf balls, there is a minimum order quantity of 12 dozen. Minimum orders for personalized balls vary by manufacturer. Check the product detail page or our catalog for specific manufacturer specifications.

How long does it take to get personalized or logo golf balls?
Lead-times vary by manufacturer. Please check the product detail page online or our catalog for an approximate delivery schedule. In general, personalized golf balls take approximately 1 week in production and up to 1 week for delivery by UPS Ground service. Logo balls take approximately 2 weeks in production (once artwork is received and approved) and up to 1 week for delivery by UPS Ground service.

Can I get my personalized order any faster?
All manufacturers offer some type of express service. The additional cost varies by manufacturer. Please call one of our sales representatives at 1-800-813-6897 for specific information on the item you're interested in.

What types of files are acceptable for logo artwork?
The preferred format for logo artwork is EPS, PDF or TIF formats with a minimum 300 dpi resolution. JPEG files are acceptable but may require retouching. A minimum $25 fee is charged for any logo that requires touch-up or editing.

Does Golfsmith offer personalization on items other than golf balls?
Yes. Golfsmith is always looking for new and interesting items that are customizable with personalization or logos and deliver in a reasonable timeframe. We currently offer personalization/logo customization on glassware, travel and golf bags, hole-in-one awards, putters, shoes and much more. Click here to view our full line of personalized products.

Can I return personalized items for credit or exchange?
Personalized items cannot be returned for credit or exchange. Please see our Return Policy in our catalog or online for complete details.

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CLUBMAKING


What is the Clubmaking section on your site?

Clubmaking is a specialized area of our website that sells the tools and supplies needed to custom-build golf clubs.

Are there classes about clubmaking?
Golfsmith offers some of the most comprehensive training programs in the industry. Information about our classes can be found here.

Do you have any online resources about clubmaking?
The Clubmaker section offers several online articles about clubmaking for both beginners and experts. They can be found at the bottom of the main Clubmaker page, in the Clubmaker Resources box.

I have questions specifically related to clubmaking. Who do I talk to?
The best place to get expert answers to all your clubmaking questions is our online Clubmaker forum. It's available around-the-clock — there you can chat with your clubmaking peers 24 hours a day or post a question to one of our in-house technical experts.

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YOUR ACCOUNT


How can I check out?

Click on the ‘View Shopping Cart' link at the top of any page to begin the process and follow the prompts for checkout.

How can I be certain that my order has been received?
Upon completion of your order, Golfsmith will send you an order confirmation e-mail specifying the products and quantities ordered, shipping and sales taxes (if applicable), and shipping address to your designated email address. Please note that this can only occur if the email address you submitted upon registration is still active.

You can update your existing ship-to address specific to this order once you are in the shopping cart.

Can I change my online order?
If you need to make a change to an existing online order after submittal, please contact Golfsmith Customer Service by phone (toll-free US: 1-800-813-6897; International: 512-837-4810) or fax (512-837-1245) as soon as possible. Although we will try our best to accommodate your change, Golfsmith cannot guarantee that the order change can occur once it is submitted. Please include your order number and customer number (if known). There may be a slight delay between your online order submission and the download to our order processing system; therefore, it is vital that you have all the necessary information available for one of our Customer Service Representatives.

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SHIPPING & DELIVERY


What are my shipping options?

Information about Golfsmith's shipping policies can be found here.

Where can I find a shipping rate chart?
You can see Golfsmith's shipping rate chart on this page.

Where can I find information on international shipping?
Information about Golfsmith's international shipping policies can be found on this page.

Why has my order been delayed?
Shipping delays may occur during busy holidays or in the spring, the beginning of golf season. We will do our best to accommodate last-minute and expedited orders placed during these times. In general, online orders ship within 48 hours upon submittal. "Next Day Air" and "2-Day Air" deliveries are based on when orders leave Golfsmith. Orders must be placed by 9 a.m. (CST) Monday-Friday in order to be eligible for that day's "Next-Day Air" or "2-Day Air" shipments. If you are specifying expedited shipping requests over the weekend, please note that an order placed over the weekend will not be shipped until Monday evening. Also expect a longer delivery for personalized orders as they take longer to manufacture.

Where is my order being shipped from?
The majority of orders are processed and shipped from our headquarters in Austin, Texas. Please keep that in mind when you decide your delivery method (i.e., an overnight shipment to Dallas will not get there much faster than a standard ground delivery). Also, on occasion, we ship items or entire orders from our retail store locations. Shipments from our retail stores cannot be expedited and may add a day or two to the delivery time.

Can I use my own FexEx or UPS account to ship my order?
Golfsmith customers can use their own FedEx accounts for shipping their order. At this time Golfsmith customers cannot use their own UPS accounts. We apologize for any inconvenience this may cause.

To use your FedEx account to ship your order, please contact Golfsmith Customer Service by phone (toll-free US: 1-800-813-6897; International: 512-837-4810) for assistance.

Is a shipment to Guam and Puerto Rico considered an international order?
No. Orders shipping to Guam and Puerto Rico are considered domestic orders and are therefore charged domestic order rates.

Can all orders be shipped internationally?
Certain items, such as Clearance or Sale items, cannot be shipped internationally. Every sale or clearance item ships directly from our retail stores, which are not equipped to ship international orders at this time. If you'd like to double-check whether or not a particular item can be shipped internationally, please call Golfsmith Customer Service by phone (toll-free US: 1-800-813-6897; International: 512-837-4810).

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RETURNS


What is your return policy?

Information about Golfsmith's return policy can be found on our Returns Policy page.

How do I return merchandise?
Products may be returned to any Golfsmith superstore. If you choose to return your order via postal mail we encourage you to re-use your original shipping carton. Please follow the instructions on the back of your packing slip, note the reason for your return and enclose the slip in the shipping carton. If you do not have your packing slip, please include a separate piece of paper containing your printed name and address, the order number and your Golfsmith Customer Number, and the reason for the return or exchange. Please make sure to wrap the package securely and send it to the following address:

Golfsmith InternationalATTN: Returns Dept. 11000 North IH-35 Austin, TX 78753

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GOLFSMITH SERVICES / POLICIES


We guarantee the lowest price.

Golfsmith will match a published price on any identical, in-stock item from a competing website. All you have to do is show us the lower price within 30 days after purchasing the product from us and we'll refund the difference with a credit to your account. Part of The Golfsmith Fair-Way.
This policy does not extend to promotional giveaways or special and limited offers

Club Trade-In Program
Golfsmith's Club Trade-In Program doesn't just make it easy to put new clubs in your bag, it makes trade-ins a breeze. We take care of everything. This means you don't have to worry about the buyer or the hassle and risk of trading. All you have to do is choose your new club(s). It's the hassle-free, ultra-affordable way to get new clubs. Find out more at you local Golfsmith store.

We let you bring it back – even if you played it.
Easy, no-hassle returns — if your club purchase does not perform to your liking, you can return it, even after you’ve played it, for a full club credit within 30 days of purchase. Part of The Fair-Way. Part of The Golfsmith Fair-Way.
It’s more than a promise, it’s a Performance Guarantee.

Satisfaction Guarantee If you purchase any item, other than golf clubs, from us that for any reason fails to give complete satisfaction, you may return it to us for an exchange or full refund, so long as it is new and unused, and in its original packaging.

The following products may NOT be returned:

  • Used merchandise
  • Special orders
  • Custom golf clubs
  • Personalized items
  • Books and software

This guarantee must be exercised within 30 days of your receipt of the merchandise. Exceptions may apply for gift items purchased in advance. All return shipping charges must be prepaid (we will not accept return items shipped to us C.O.D.). If Golfsmith is at fault for the returned item, your shipping charges will be credited to you.

Returns and exchanges are accepted only for items purchased from Golfsmith. Refunds will be applied based on the original method of payment.

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PRIVACY & SECURITY


Is golfsmith.com secure?

Yes. Golfsmith.com utilizes industry-standard 128-bit SSL (Secure Socket Layer) encryption technology to insure your online ordering security. This process scrambles your order information so it cannot be read by anyone other than Golfsmith, even if it is wrongly intercepted en route to us. Using a security-enabled browser (Microsoft Internet Explorer or Netscape Navigator, versions 4.06 or greater) will enable you to take advantage of our site's data encryption feature.

Our site is secure when you enter into the "shopping cart" section and are asked for sensitive credit card information. A security symbol (unbroken key or closed lock) will appear at the bottom of your browser's window, indicating when you are in the secure mode on some browsers.


How do you recommend viewing golfsmith.com?
For the best viewing experience, we recommend browsing Golfsmith.com at a screen resolution of 1024 x 768 with Mozilla Firefox 2  or later, Microsoft Internet Explorer 7 or later, or Safari 3 or later.

I've bookmarked your site - why doesn't it change?
Your browser contains a feature called "cache" wherein it will store frequently visited URLs and all images contained in that URL's page. This aids in the speed of re-loading that page upon a return visit. However, if that page contains information that is frequently updated, your browser may not load the new information (it will load the old "cached" page and images). Therefore, after returning to a bookmarked page it is a good idea to click on your browser's "refresh" or "reload" button to get the most recent information on that page.

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