Shipping policy

Last updated: October 6, 2026

This policy applies to orders placed through Pusun.com. It does not apply to purchases from PusunTennis.com, Amazon, distributors or other third-party sellers.

Pusun.com is operated by Auralyn Global Limited, Room 704, 7/F, Block A, New Mandarin Plaza, 14 Science Museum Road, Tsim Sha Tsui, Hong Kong SAR. Email: support@pusun.com.

Destination directory · Processing and transit · Shipping charges · Duties and taxes

1. Destinations and online ordering

Online machine orders are currently open for the following country-level destinations:

• United States: the contiguous 48 states and Washington, D.C., subject to the named address restrictions in the directory.
• Canada: all provinces and territories.
• European Union: Austria, Belgium, Bulgaria, Croatia, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden. Named island, territory and address exceptions in the directory take priority over the country rule.

Online ordering is not yet open for the other approved destinations in the directory, including Ireland and Cyprus. Their listed service and import-charge terms do not mean that online ordering is currently available. A separately listed overseas territory is treated as its own destination, not automatically included through its parent country.

We do not ship to entries marked “No shipping”. Destinations not listed in this policy are not offered for online ordering. Heard Island and McDonald Islands are not open for online orders; no delivery estimate is offered.

The directory specifies machine shipping charges and who pays import charges. A named island, territory or address exception always takes priority over the general country entry.

2. Processing and estimated transit times

The time from order to receipt includes both processing and transit. Processing takes place before dispatch. Transit starts after dispatch and ends on delivery; it does not include processing time.

Business days: Monday through Friday, excluding public holidays at the dispatch location. Calendar days: every day, including weekends and public holidays. Transit ranges are estimates, not guaranteed arrival dates.

The processing cutoff is 3:00 p.m. in the dispatch location’s operating time zone. Orders received after the cutoff, on weekends or on a public holiday enter processing on the next business day.

• U.S. warehouse: Los Angeles time (America/Los_Angeles).
• Hagen warehouse: German local time (Europe/Berlin).
• China factory: Beijing time (Asia/Shanghai).

Los Angeles and German time zones follow their local daylight-saving changes. Processing begins after payment and the delivery details required to fulfill the order have been verified.

Customs inspections, severe weather, carrier disruption or an address needing correction can delay delivery. If your order exceeds its stated processing or transit range, email support@pusun.com with your order number so we can investigate.

3. Where your order ships from

• United States warehouse: tennis and pickleball machines, when the selected variant and quantity can be fulfilled from local stock to the delivery address.
• Hagen, Germany warehouse: tennis machines, when the selected variant and quantity can be fulfilled from local stock to the delivery address.
• China factory: stringing machines, table tennis robots, badminton machines and products outside those local-warehouse ranges. China also supplies machine orders when local stock is unavailable. The buyer-paid European island destinations in the directory use factory fulfillment.

A U.S. or EU address does not by itself mean local-warehouse dispatch. A China shipment uses the 7–17 calendar-day transit range even when the delivery address is in the United States or European Union. The destination’s allocation of import charges does not change simply because the dispatch warehouse changes.

Warehouse selection depends on the delivery address, selected variant, quantity, available inventory and the contents of the order. The above in-stock ranges do not establish a dispatch date for an out-of-stock or preorder item.

Orders containing more than one item can arrive in separate parcels on different dates. Splitting an order does not add a shipping charge to an order that qualifies for free shipping.

4. Shipping charges

• Ball machines and stringing machines: free shipping to destinations open for ordering under this policy. PUSUN absorbs remote-area shipping surcharges for accepted machine delivery addresses.
• Accessories bought in the same order as a machine: no separate accessory shipping charge, including when the items ship in separate parcels.
• Accessory-only orders: shipping is charged per order according to the delivery address and the current shipping rates. Rates are maintained in USD; any checkout currency conversion is reflected in the displayed order total. The final shipping charge is shown before payment.

Shipping rates can change before an order is placed. A later rate change does not add a shipping charge to an already accepted order. Free shipping does not mean that PUSUN pays import charges in buyer-paid destinations.

5. Import charges and checkout taxes

Import charges paid by PUSUN: for machine orders with this classification, PUSUN pays the applicable import duties, import taxes and customs-clearance charges. If a carrier asks you to pay one of these charges, send the charge notice and your order number to support@pusun.com.

Import charges paid by the buyer: machine shipping remains free, but you pay any import duties, import VAT or other import taxes, and customs-clearance charges actually assessed. These charges are separate from shipping and are not included in the checkout payment. Customs or the carrier can collect them.

These classifications identify who pays an import charge if one arises. They do not mean that every shipment or island destination necessarily incurs a duty. Whether charges arise and their amount depend on the destination’s rules and the shipment.

PUSUN does not add a separate sales-tax, GST or VAT surcharge at checkout. This does not remove the buyer-paid import charges specified above.

6. Order verification and dispatch

Before dispatch, we may need to verify:

• Payment authorization

• Delivery address

• Product availability

• Shipping eligibility for the destination

• Information required by the carrier or customs authorities

If we cannot fulfil an order to the supplied address, we will contact the customer using the details provided at checkout. If no suitable delivery arrangement is available, we may cancel the affected order and issue a refund to the original payment method.

7. Tracking information

When tracking is available, the tracking number will be sent to the email address associated with the order.

Tracking information may take some time to appear after the shipping label is created. International tracking may also update less frequently while a parcel is moving between countries or undergoing customs clearance.

PUSUN may select the carrier and shipping service based on the destination, product, warehouse, and current logistics conditions.

8. Delivery addresses

Customers are responsible for providing a complete and accurate delivery address, recipient name, telephone number, and any access information required by the carrier.

If you notice an error, contact support@pusun.com as soon as possible. We will try to update the address before dispatch, but we cannot guarantee that an address can be changed after an order has entered fulfilment or been handed to the carrier.

Additional costs caused by an incorrect address, repeated delivery failure, or an unclaimed parcel may be charged to the customer where permitted by law and where the cost was reasonably incurred.

9. Damaged parcels or missing items

Please inspect the parcel and its contents after delivery.

If an item arrives damaged, incomplete, or different from what you ordered, contact support@pusun.com as soon as reasonably possible and provide:

• Your order number

• A description of the problem

• Photographs of the outer packaging

• Photographs or video showing the product and damage

• The shipping label, where available

Keep the packaging until we complete our review. We may need the information to make a claim with the carrier or determine the appropriate replacement, repair, or refund.

A delay in reporting a problem does not remove any rights that cannot legally be waived.

10. Lost or undelivered parcels

If tracking has not updated for an unusual period, or if a parcel is marked as delivered but cannot be located, please:

1. Check the delivery address and surrounding safe locations.

2. Ask household members, reception staff, or neighbors who may have accepted it.

3. Contact the carrier where practical.

4. Contact support@pusun.com if the parcel remains missing.

We will review the tracking information and may open an investigation with the carrier. Where the parcel is confirmed lost, we will provide an appropriate remedy in accordance with the circumstances and applicable consumer law.

Responsibility for an order remains with us until it is delivered to the customer or a person designated by the customer, except where mandatory law provides otherwise or the customer independently appoints a carrier not offered by us.

11. Refused and undeliverable shipments

A parcel may be returned to us if:

• The address is incomplete or incorrect

• The recipient cannot be contacted

• Delivery is repeatedly refused or unsuccessful

• The parcel is not collected

• The destination cannot accept the shipment

We will contact the customer after an undeliverable shipment is identified. Reshipping charges or other costs may apply where permitted by law and where the delivery failure was caused by information or instructions supplied by the customer.

12. Changes and cancellations

If you need to change or cancel an order, contact support@pusun.com immediately.

We will try to assist, but cancellation or modification is not guaranteed after fulfilment has begun. If the order has already been dispatched, it will normally need to be handled under our Return & Refund Policy.

13. Returns

Do not send a product to the address shown on the parcel, shipping label, invoice, company registration, or website footer without receiving return instructions from PUSUN.

Returns require prior authorization because the correct return location depends on the product, destination, and reason for return.

Please review the Return & Refund Policy on Pusun.com or contact support@pusun.com before returning anything.

14. Mandatory consumer rights

Nothing in this Shipping Policy limits rights or remedies that cannot be excluded under applicable consumer law.

Where local law establishes a mandatory delivery period, risk-transfer rule, cancellation right, refund right, or other consumer protection, that rule will apply.

15. Contact us

For questions about shipping availability, delivery estimates, duties, tracking, or a delayed order, contact:

Auralyn Global Limited
Email: support@pusun.com

Our support team usually responds within 24 hours.

Destination directory

The entries below retain the individually confirmed service rules, including approved destinations not yet open for online ordering. Check Section 1 for the current online-ordering list. Named exceptions override country entries; an unlisted overseas territory is not automatically covered by its parent country.

United States — included destinations and address restrictions

Free machine shipping · Import charges paid by PUSUN

• Contiguous 48 states and Washington, D.C.
• Long Island and New York City island addresses
• Florida Keys
• Nantucket and Martha’s Vineyard, Massachusetts

No shipping

• APO, FPO and DPO military or diplomatic addresses
• P.O. boxes

United States — excluded states and territories

No shipping

• Alaska
• Hawaii
• Puerto Rico
• Guam
• U.S. Virgin Islands
• American Samoa
• Northern Mariana Islands
• U.S. Minor Outlying Islands: Baker Island, Howland Island, Jarvis Island, Johnston Atoll, Kingman Reef, Midway Atoll, Navassa Island, Palmyra Atoll and Wake Island

Canada

Free machine shipping · Import charges paid by PUSUN

• Canada — all provinces and territories
• Ontario
• Quebec
• British Columbia
• Alberta
• Saskatchewan
• Manitoba
• New Brunswick
• Nova Scotia
• Prince Edward Island
• Newfoundland and Labrador
• Yukon
• Northwest Territories
• Nunavut
• Vancouver Island
• Haida Gwaii

European Union — country rules

Free machine shipping · Import charges paid by PUSUN

• Austria
• Belgium
• Bulgaria
• Croatia
• Czechia
• Denmark
• Estonia
• Finland
• France
• Germany
• Greece
• Hungary
• Ireland
• Italy
• Latvia
• Lithuania
• Luxembourg
• Netherlands
• Poland
• Portugal
• Romania
• Slovakia
• Slovenia
• Spain
• Sweden

Free machine shipping · Import charges paid by the buyer

• Cyprus

No shipping

• Malta

European island destinations — specific rules

Free machine shipping · Import charges paid by PUSUN

• Ireland

Free machine shipping · Import charges paid by the buyer

• Addresses in northern Cyprus
• Balearic Islands, Spain: Mallorca, Menorca, Ibiza and Formentera
• Canary Islands, Spain: Tenerife, Gran Canaria, Lanzarote, Fuerteventura, La Palma, La Gomera, El Hierro and La Graciosa
• Azores, Portugal: São Miguel, Terceira, Faial, Pico, São Jorge, Santa Maria, Graciosa, Flores and Corvo
• Madeira archipelago, Portugal: Madeira and Porto Santo
• Corsica, France
• Sicily, Italy
• Sardinia, Italy
• Elba, Capri and Ischia, Italy
• Aeolian (Lipari) Islands, Egadi Islands, Pelagie Islands (including Lampedusa), and Pantelleria, Italy
• Crete, Greece
• Euboea (Evia), Greece
• Ionian Islands, Greece (including Corfu, Zakynthos and Kefalonia)
• Cyclades, Greece (including Santorini, Mykonos, Naxos and Paros)
• Dodecanese, Greece (including Rhodes and Kos)
• North Aegean Islands, Greece (including Lesbos, Chios, Samos and Lemnos)
• Sporades, Greece (including Skiathos, Skopelos, Alonnisos and Skyros)
• Åland Islands
• Turku archipelago, Finland
• Zealand and Funen, Denmark
• Bornholm, Læsø and Anholt, Denmark
• Gotland and Öland, Sweden
• Saaremaa, Hiiumaa and Muhu, Estonia
• Heligoland, Germany
• German North Frisian and East Frisian Islands, Rügen, the German part of Usedom, and Fehmarn
• Dutch Wadden Islands: Texel, Vlieland, Terschelling, Ameland and Schiermonnikoog
• Krk, Cres, Rab, Pag, Brač, Hvar, Korčula, Vis and Mljet, Croatia

EU-related special and overseas destinations

Free machine shipping · Import charges paid by PUSUN

• Ceuta, Spain
• Melilla, Spain
• Büsingen, Germany
• Livigno, Italy
• Campione d’Italia and addresses in the Italian waters of Lake Lugano
• Mount Athos, Greece
• French Guiana

Free machine shipping · Import charges paid by the buyer

• Guadeloupe
• Martinique
• Saint Martin (French part)
• Réunion
• Mayotte

Asia — East Asia

Free machine shipping · Import charges paid by PUSUN

• Mainland China
• Hong Kong SAR, China
• Macao SAR, China
• Taiwan, China
• Japan
• South Korea
• Mongolia

No shipping

• North Korea

Asia — Southeast Asia

Free machine shipping · Import charges paid by PUSUN

• Singapore
• Malaysia
• Thailand
• Viet Nam
• Indonesia
• Philippines
• Brunei Darussalam
• Cambodia
• Lao PDR
• Myanmar
• Timor-Leste

Asia — South Asia and Iran

Free machine shipping · Import charges paid by PUSUN

• India
• Pakistan
• Bangladesh
• Sri Lanka
• Maldives

No shipping

• Nepal
• Bhutan
• Afghanistan
• Iran

Asia — Central Asia

Free machine shipping · Import charges paid by PUSUN

• Kazakhstan
• Uzbekistan
• Kyrgyzstan
• Tajikistan
• Turkmenistan

Asia — Western Asia and the Caucasus

Free machine shipping · Import charges paid by PUSUN

• United Arab Emirates
• Saudi Arabia
• Qatar
• Kuwait
• Bahrain
• Oman
• Lebanon
• Iraq
• Türkiye (Turkey)
• Georgia
• Armenia
• Azerbaijan

No shipping

• Israel
• Jordan
• Yemen
• Syria
• Palestine

Asia — specifically included island destinations

Free machine shipping · Import charges paid by PUSUN

• Okinawa and outlying-island postal addresses in Japan
• Jeju and outlying-island postal addresses in South Korea
• Hong Kong outlying islands
• Penghu, Kinmen and Matsu
• Andaman and Nicobar Islands, India
• Lakshadweep, India
• Island postal addresses in Indonesia
• Island postal addresses in the Philippines
• Sabah, Sarawak and Labuan, Malaysia
• Atoll addresses in the Maldives

Europe — non-EU countries and separately listed destinations

Free machine shipping · Import charges paid by PUSUN

• United Kingdom
• Norway
• Switzerland
• Iceland
• Liechtenstein
• Andorra
• Monaco
• San Marino
• Vatican City
• Albania
• Bosnia and Herzegovina
• Serbia
• Montenegro
• North Macedonia
• Moldova

No shipping

• Ukraine
• Belarus
• Russia
• Kosovo

Non-EU European territories and specific destinations

Free machine shipping · Import charges paid by PUSUN

• Northern Ireland, United Kingdom
• Scottish Highlands postal areas, United Kingdom
• Outer Hebrides, Inner Hebrides, Orkney and Shetland, United Kingdom
• Isle of Wight and Isles of Scilly, United Kingdom
• Jersey
• Guernsey, including Alderney and Sark
• Isle of Man
• Gibraltar
• Faroe Islands
• Svalbard and Jan Mayen
• Lofoten and Vesterålen, Norway
• Akrotiri and Dhekelia, British Sovereign Base Areas in Cyprus

North America — Mexico and Central America

Free machine shipping · Import charges paid by PUSUN

• Mexico

No shipping

• Guatemala
• Belize
• El Salvador
• Honduras
• Nicaragua
• Costa Rica
• Panama

North America — Caribbean countries

Free machine shipping · Import charges paid by the buyer

• Bahamas
• Cuba
• Jamaica
• Haiti
• Dominican Republic
• Antigua and Barbuda
• Saint Kitts and Nevis
• Dominica
• Saint Lucia
• Saint Vincent and the Grenadines
• Barbados
• Grenada
• Trinidad and Tobago

North America — separately listed territories

No shipping

• Greenland
• Bermuda
• Saint Pierre and Miquelon
• British Virgin Islands
• Cayman Islands
• Turks and Caicos Islands
• Anguilla
• Montserrat
• Aruba
• Curaçao
• Sint Maarten (Dutch part)
• Bonaire, Sint Eustatius and Saba
• Saint Barthélemy

South America — countries

Free machine shipping · Import charges paid by the buyer

• Brazil
• Argentina
• Chile
• Peru
• Colombia
• Ecuador
• Uruguay
• Paraguay
• Bolivia
• Venezuela
• Guyana
• Suriname

South America — separately listed islands and territories

No shipping

• Falkland Islands (Malvinas)
• South Georgia and the South Sandwich Islands
• Bouvet Island
• Galápagos Islands, Ecuador
• Easter Island (Rapa Nui), Chile
• Juan Fernández Islands, Chile
• Fernando de Noronha, Brazil
• San Andrés and Providencia, Colombia

Oceania — countries and self-governing destinations

Free machine shipping · Import charges paid by PUSUN

• Australia
• New Zealand

No shipping

• Fiji
• Papua New Guinea
• Solomon Islands
• Vanuatu
• Samoa
• Tonga
• Tuvalu
• Kiribati
• Nauru
• Palau
• Marshall Islands
• Federated States of Micronesia
• Cook Islands
• Niue

Oceania — separately listed islands and territories

Free machine shipping · Import charges paid by the buyer

• French Polynesia, including Tahiti and Bora Bora
• New Caledonia
• Wallis and Futuna
• Tokelau
• Pitcairn Islands
• Christmas Island, Australia
• Cocos (Keeling) Islands, Australia
• Norfolk Island
• Tasmania, Australia
• Lord Howe Island, Australia
• Chatham Islands, New Zealand
• Stewart Island, New Zealand

Heard Island and McDonald Islands: online ordering is unavailable. No dispatch or delivery estimate is offered.

Africa — countries

Free machine shipping · Import charges paid by PUSUN

• South Africa

No shipping

• Algeria
• Angola
• Benin
• Botswana
• Burkina Faso
• Burundi
• Cabo Verde
• Cameroon
• Central African Republic
• Chad
• Comoros
• Republic of the Congo
• Democratic Republic of the Congo
• Côte d’Ivoire
• Djibouti
• Egypt
• Equatorial Guinea
• Eritrea
• Eswatini
• Ethiopia
• Gabon
• Gambia
• Ghana
• Guinea
• Guinea-Bissau
• Kenya
• Lesotho
• Liberia
• Libya
• Madagascar
• Malawi
• Mali
• Mauritania
• Mauritius
• Morocco
• Mozambique
• Namibia
• Niger
• Nigeria
• Rwanda
• São Tomé and Príncipe
• Senegal
• Seychelles
• Sierra Leone
• Somalia
• South Sudan
• Sudan
• Tanzania
• Togo
• Tunisia
• Uganda
• Zambia
• Zimbabwe

All destination names above identify commercial shipping areas only. For delivery questions, contact support@pusun.com.