FAQ FAQ

FAQ

Frequently Ask Questions

ORDER MODIFICATIONS & CANCELLATIONS

Can I modify and/or change my order details?

Yes. Order modifications on custom equipment must me made within (2) business days (M-F) of placing the order, no exceptions.

How many days do I have to modify my order?

Order modifications on custom equipment must me made within (2) business days (M-F) of placing the order, no exceptions.

Are there restocking fees?

Yes. A 10% re-stocking fee will be issued for cancellation requests that occur 3-5 business days after placing the order.

How to modify and/or cancel my order?

To cancel or modify your order, login into My Account and click on Support and fill out the Support Request Form. Click Here.

Can I cancel my order?

Yes, you can cancel your order but there will be no cancellation requests accepted after 5 business days.

What is the cancellation fee?

A 3% cancellation fee will be applied to order cancellations made after the following business day of placing the order.

A 10% re-stocking fee will be issued for cancellation requests that occur 3-5 business days after placing the order.

However, there will be no cancellation requests after the 5th business day

How do I cancel my order?

To cancel your order, login into My Account and click on Support and fill out the Support Request Form. Click Here.

RETURNS AND EXCHANGES

Custom club orders - Is my custom order eligible to return?

Due to the nature of custom work, we do not accept returns for golf club related order. We will honor a return and exchange on orders that are delivered and deemed to be different from what was originally ordered.

Custom club orders - I received the wrong product(s) and/or specs. What are next steps?

We would ask you to send a picture of the incorrect product. After its verified we create a warranty order followed by a return shipping label. Start first steps by clicking here.

Prebuilt club orders - What does Pre-built clubs mean?

A Pre-built Club is a club ordered directly through the OEM/Manufacturer and directly drop-shipped to the customer.

Prebuilt club orders - Can I return my prebuilt club order?

If the club(s) are un-hit and are in original delivered condition, you may return your Pre-Built club. However, you are subjected to a 15% restocking fee.

Prebuilt club orders - What is the process to return my prebuilt club order?

If the club(s) are un-hit and are in original delivered condition, you may return your Pre-Built club. However, you are subjected to a 15% restocking fee. Click here to start the process of your return.

Prebuilt club orders - Must be new and unopened to return. Why?

The OEM/Manufactures will not except returns if clubs have been used or opened.

Prebuilt clubs orders - Is there a restocking fee to return my prebuilt club order?

If the club(s) are un-hit and are in original delivered condition, you may return your Pre-Built club. However, you are subjected to a 15% restocking fee.

Prebuilt club orders - I received the wrong product(s). What should I do?

We would ask you to send a picture of the incorrect product. After its verified we create a warranty order followed by a return shipping label. Start first steps by clicking here.

Prebuilt club orders - Can I exchange for a different club specification? (i.e. flex, loft, set makeup)

Order modifications on prebuilt club orders must me made within (2) business days (M-F) of placing the order, no exceptions.

Prebuilt club orders - Am I responsible for return shipping?

Customers are responsible for the shipping cost on all returned items. Only in the case where the Pre-Built order was shipped incorrectly, is when you will not be responsible for shipping.

Non-related club orders - What is a non-related club order?

A non-related club order are products outside golf club equipment. i.e. golf balls, range finders, apparel, etc.

Non-related club orders - Must be new and unopened to return. Why?

The OEM/Manufactures will not except returns if product have been used or opened.

Non-related club orders - Is there a restocking fee?

If the your product ordered is in original delivered condition, you may start a return request. However, you will be subjected to a 15% restocking fee.

Non-related club orders - Am I responsible for return shipping?

Customers are responsible for the shipping cost on all returned items. Only in the case where the order was shipped incorrectly, is when you will not be responsible for shipping.

Non-related club orders - I received the wrong product(s). What should I do?

We would ask you to send a picture of the incorrect product. After its verified we create a warranty order followed by a return shipping label. Start first steps by clicking here.

WARRANTY

What is your warranty on products for custom club orders?

All warranties on custom built orders (heads, shafts, grips and adapters) are based on the manufacturer/OEM warranty. This is stating that if the manufacturer/OEM vendor will warranty/replace the product/component based on a reported incident (provided we have images or proof to submit), we will replace that particular component of the custom build for that original order. Please see the manufacturer/OEM official website to determine the length of the warranty period of any ordered component.

Is my pre-built club under a manufacturer warranty?

Warranties for pre-built clubs are based on the manufacturer/OEM warranty. The warranty process for all pre-built clubs should be handled by you, directly with the manufacturer/OEM.

Is my non-related club under a manufacturer warranty?

Warranties for non-club orders are based on the manufacturer/OEM warranty. The warranty process for all non-club related orders should be handled by you, directly with the manufacturer/OEM.

I qualify for a warranty claim, what are next steps?

To stat a warranty claim with any custom club order, click here to get started.

Am I responsible for return shipping?

Custom Club Orders - You will be sent warranty label from our customer service team upon warranty approval.

Pre-Built Clubs/Non-related club orders are subject to the warranty approval process you've worked out directly withe OEM/Manufacturer.

Do I need the original sales receipt for any warranty claims?

It is highly advised you maintain all sales receipts purchased from Fairway Jockey.

UNDERSTANDING FULFILLMENT & SHIPPING

What are your turnaround times for orders?

Visit the Build Shop page and click "VIEW BUILD TURNAROUND"

What does fulfillment mean?

Fulfillment is described as the length of time it takes our company to prepare your order for shipping carrier pickup.

What is the difference between fulfillment vs shipping times?

Fulfillment is the time it takes our company to prepare your order for shipping. Shipping time is described as the length of time from our shipping docks to your requested shipping address.

Explain the term “Built-to-order."

Understanding our Built-to-Order process

1.    Order Processing: Within 24 hours

2.    Component Sourcing: 2-5 business days

3.    Build & Set: 3-6 business days

4.    QA & Inspection: 1-2 business day

5.    Ready to Ship: 1 business day

What does product sourcing mean?

Product sourcing is the process and length of time of procuring your order's golf components directly from the OEM/Manufacturer. We do not stock golf club components in our build shop.

Who are your shipping providers?

We ship Fedex for all custom club orders. Non-related club orders may ship USPS or Fedex depending on weight and size.

Where can I find the fulfillment chart by manufacturer?

Visit the Build Shop page and click "VIEW BUILD TURNAROUND"

JOCKEY CLUB REWARDS

I've purchased in the past prior to the rewards program launched, where are my points?

We will be happy to fix this and issue points for any purchases within the last 365 days. Please login into My Account and fill out a support request form. Click here.

How do I participate?

Joining is easy! Just click the Create An
Account button to get started. Once you're registered with our store, you'll
have the opportunity to take part in all of the exciting ways we currently
offer to earn points!

How can I earn points?

You can earn points by participating in any of
our innovative promotions! Simply click on the 'Earn Points' tab to view and
take part in our current opportunities. In addition, make sure to check back
often, as we're adding great new ways for you to earn points all the time!

What can I redeem my points for?

Glad you asked! We want to make it easy and fun
to redeem your hard-earned points. Just visit the 'Get Rewards' tab to view all
of our exciting reward options.

How do I redeem my points?

Exchanging your points for great rewards
couldn't be easier! Simply visit the 'Get Rewards' tab to view all of our great
reward options and click the 'Redeem' button to redeem your reward.

How do I check my points balance?

Your up-to-date points
balance is always displayed in the top of this popup or in My Account.

Does it cost anything to begin earning points?

Absolutely not! Sign up is 100% free, and it
will never cost you anything to earn points. Make sure to visit the 'Earn
Points' tab to get started.

Do I have to enroll or register in individual promotions?

Once you register for an account, you're all set
– we don't require you to register for individual promotions in order to be
eligible. Just fulfill the requirements of a promotion, and we'll post the
points to your account immediately!

How long will it take for points to post to my account?

You should receive points in your account
instantly once you complete a promotion or once your authorization for a purchase clears.

Do my points expire?

Nope! Your points will never expire.

What happens to my points if I make a return?

When you return an item, you lose the associated
credit you originally earned by buying the item in the first place.

Sound kind of confusing? Let's take an example: let's say you had previously
spent $50 towards a 'spend $100, earn 500 points' promotion, and you decide to
buy a $20 item, which bumps you up to $70. If you decide to return that item,
your progress would also go back down to $50 – it's just like you hadn't bought
the item in the first place.

How do I contact support if I have questions about my points?

Please login into My Account and fill out a support request form. Click here.

I'm very close to earning a reward. Can I buy extra points to get there?

We currently require you to have enough points
to redeem any of the awards you see listed on the 'Get Rewards' tab.

What if I don't want to receive promotional emails?

From time to time, you'll receive
program-related emails from us. If you'd prefer to not receive those types of
emails anymore, just click the 'Unsubscribe' button when you receive your next
email.