|Customer Service FAQ's
|Ordering & Payment FAQs
Q. Where can I find my password or user id if I have forgotten it?
A. Don’t worry, if you should forget your user name or password you can retrieve them from our log in page.
Forgotten password - enter your login name and email address and we will send you your password hint by e-mail.
Forgotten user id Enter the email address associated with your customer account. Hit the "remind me" button below, and we will email you a list of valid user names.
Click here to visit our log in page.
Q. Can I save my payment information for quicker checkout?
A. Yes. For the ultimate in security, we support the storage of payment and delivery address options for use on our site through PayPal, and Amazon Payments. If you don’t already have an account with these services, you’ll need to create one before using stored payment information on TGW.com. -
Q. What payment methods do you accept?
A. Payment Methods -
- Credit card - Visa
- American Express
- Paypal - Use your PayPal account to pay for your order.
- You must have an existing account or be able to create PayPal account. Click here to set up your PayPal account.
- In store credits can not be used in conjunction with this payment method.
- Click here for PayPal User Agreement.
- How to checkout using your PayPal Account:
- From the TGW.com Shopping Cart page, click the “Checkout With PayPal” button beneath your cart.
- You will be directed to the PayPal site to login and confirm payment, billing and shipping information. Click “continue” and you will be returned to the TGW.com checkout pages to complete your order.
- Returning TGW.com customers should log-in (option 3). To take full advantage of stored information with PayPal and Amazon, create a TGW.com user account.
- Complete checkout at TGW.com using PayPal stored information.
- Amazon payments - Uses information from your Amazon.com account to complete purchases.
- You must have an existing account or be able to create an amazon.com account. Click here to create an account.
- You may be required to provide additional registration information to Amazon.com to verify your identity.
- TGW gift cards, certificates and in store credits can not be used in conjunction with this payment method.
- Click here for Amazon payment user agreement.
- How to checkout using your Amazon Payments Account:
- From the TGW.com Shopping Cart page, click the “Checkout With Amazon” button beneath your cart.
- In the pop-up box that appears, log in to your Amazon account. (If you don’t see a pop-up box make sure your browser is not blocking pop-ups.)
- Returning TGW.com customers should log-in (option 3). To take full advantage of stored information with Amazon, create a TGW.com user account.
- Complete checkout at TGW.com using billing and shipping information stored on Amazon.
- Bill Me Later Checkout fast with Bill Me Later®. The effortless way to buy now and pay later without using your credit card.
- Not available in all areas.
- Subject to approval.
- In store credits can not be used in conjunction with this payment method.
- Click here for FAQ’s
- How to checkout using Bill Me Later:
- Proceed through the checkout process on TGW.com. At Step 4, Order Summary, scroll to the bottom of the screen and select Bill Me Later in the Payment Options box.
- Answer a few questions and select your options and confirm your order.
- TGW Gift Cards - TREAT YOUR GIFT CARD AS CASH. IT CANNOT BE REPLACED IF LOST.
- How to use your Gift Card at checkout:
- Proceed through the checkout process.
- At Step 4, Order Summary, enter the gift card # and PIN in the Promotions box.
- The Pin # can be found on the back of the gift card, just over the card number, where it says, "scratch for pin #."
- TGW Gift Certificates - TREAT YOUR GIFT CERTIFICATE AS CASH. It cannot be replaced if lost. If you have lost your gift certificate, please call customer service for more information and assistance.
- How to use your Gift Certificate at checkout:
- Proceed through the checkout process.
- At Step 4, Order Summary, enter the gift certificate # and Recipients name in the Promotions box. Recipient's Name field must be filled out exactly as it appears on the certificate. It is case sensitive and punctuation sensitive.
Q. Can I use multiple credit cards on one order?
A. Yes you can use multiple forms of payment. To use multiple credit cards (up to three including VI, MC and Amex gift cards) we ask that you contact customer service at 1-888-838-5551 for assistance in placing your order.
Q. I have an in store credit, can I apply it to my online order?
A. Customer service can assist you in placing your order using your in store credit if you would call us at 1-888-838-5551.
Q. Why do I see two charges to my bank account?
A. It is common for online and catalog retailers to process an authorization hold prior to shipping your order. TGW will process an authorization hold to verify that the credit card is valid and that sufficient funds are available to cover the transaction's cost. At this step, the funds are "held" and deducted from the credit limit (or bank balance, in the case of a debit card) but are not yet transferred to TGW. Your order is then processed and packed for shipping. Your credit card is not charged until the order is physically shipped out. The transaction may not appear on your statement or online account activity for one to two days. Once the payment has been processed by your bank the authorization hold will drop off. The timeframe can vary from bank to bank but is generally within 3-5 business days.
Q. How do I know if my order has shipped?
A. If you provide us with your email address when you place your order, you will be notified via email when your order has been shipped. This email will contain your order details and tracking information. Please retain this email for your records.
Q. How do I know if my order has been received?
A. If you provide us with your email address when you place your order, you will receive an order confirmation via email. This confirms that your order has been received by TGW. The email will contain your order details and order number. Please retain this email for your records.
Q. Can I change or cancel my order?
A. After you have submitted your order, you may be able to make changes or cancel your entire order. Please note you have a limited amount of time in which to cancel your order, as our system is designed to fill orders and get them on their way as quickly as possible. We ask that you contact customer service at 1-888-838-5551 as quickly as possible to request changes or cancellations. Your credit card will not be charged if you cancel an order.
Please note that if you used a gift card or online gift certificate to pay for your order, this amount will be applied as an in store credit which can be redeemed through customer service. Please allow 7-10 business days for the in store credit to become available.
Q. How can I contact you to discuss my Amazon order?
A. We would be happy to discuss your Amazon order with you. Please contact us by email at firstname.lastname@example.org or by phone at 1-888-838-5551.
Q. Can you special order something I want that is not listed on your website?
A. Should you need something special that you cannot find in the The Golf Warehouse on-line catalog simply Email us at email@example.com with your request. We will get back with you promptly.
Q. I purchased a gift certificate to be emailed to me and have not received it, what do I do?
A. In the event that the selected recipient did not receive the emailed certificate, please check all junk/spam folders as the email may have been caught in the spam filter. If you still can not locate the certificate please contact us by email at firstname.lastname@example.org or by phone at 1-888-838-5551 and we would be happy to resend the certificate immediately.
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|Warranty & Returns FAQs
Q. What is your return policy?
A. If you are not 100% satisfied with your purchase, you can easily exchange or return your item online. Items must be in new and unused condition and returned within 30 days after the item was purchased. Please click here to visit our online exchange/return center. Customer service is also available by email at email@example.com or by phone 1-888-838-5551 for more details.
Q. Are all items covered under warranty?
A. All products carry a full manufacturer’s warranty! Should you have a problem within the manufacturer’s warranty period TGW will do everything possible to assist you in taking care of your particular situation. We would love to provide further information, please contact customer service by email at firstname.lastname@example.org or by phone at 1-888-838-5551 for assistance with the warranty process.
Q. What is the Mulligan 30-Day Club Playability Guarantee?
A. Shop with confidence. The Mulligan Playability Guarantee let's you hit with the club for up to 30 days and decide if it's right for you. If not, no worries. Return it and we'll issue credit towards the purchase of equipment that suits you better.
For details on qualifying clubs and restrictions, click here.
To begin the Mulligan return process, visit our online exchange/return center and follow the instructions to begin the online return process.
Please Note: TGW Mulligan Club Playability Guarantee applies only to clubs with the TGW MULLIGAN CLUB PLAYABILITY PRODUCT label at the top of the page. It does not apply to custom clubs or demo & returned clubs.
Q. Can I return personalized items for credit or exchange?
A. Because personalized items are created specifically for you, they cannot be returned for credit or exchange.
Q. I am trying to do an exchange/return, where can I find my order ID?
A. When your order was placed you received an email that included a confirmation number, that number is your order id. You can also find it on your invoice/packing list that you received in your package. It is located at the top of the invoice and will begin with W, F or P. If you are unable to locate this number please contact us by email at email@example.com or by phone at 1-888-838-5551 and we would be happy to assist you.
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Q. What are my shipping options?
A. The Golf Warehouse continually negotiates with top shippers to provide the lowest possible shipping charges available. The Golf Warehouse is proud to utilize the services of FedEx for most shipping. USPS is also available on select orders.
Visit our Shipping page for further information, charges and delivery time estimates.
Q. Do you ship to Military APO/FPO addresses?
A. Orders to APO/FPO addresses are shipped via United States Postal Service. Sorry, expedited shipping is not available to these addresses. Estimated arrival dates don't apply. However, we estimate 5-7 business days for delivery once the order has been confirmed as shipped. Some destinations may take up to 21 days.
Standard flat-rate shipping rates apply to APO/FPO orders. In the majority of cases, the charge is actually less than it costs us to ship to these addresses however we are happy to incur the added expense to accommodate the sporting needs of our servicemen and women!
Additional Shipping Holidays for those with PO/APO and FPO addresses:
• Martin Luther King, Jr. Day
• Columbus Day
• Veterans' Day
Q. Is a signature required for delivery?
A. TGW does not require a signature for delivery of our products. FedEx may request a signature in areas that have been identified as high claim areas at their discretion.
Q. Do you ship internationally?
A. The Golf Warehouse ships to over 200 international locations. We use Worldwide Express and Worldwide Expedited shipping services. Please contact customer service with any questions firstname.lastname@example.org or by phone 001-316-838-2199.
Q. Are international duties and taxes included in the shipping charges?
A. International customers will be responsible for payment of any applicable duties at the time an order arrives at its destination. Please contact your local Department of Commerce for any duty and taxes that may be added. The Golf Warehouse orders only include the cost of the item and the shipping. Any duty or taxes may be added at the time of delivery.
Q. Once my order is placed, how quickly will it ship?
A. Orders placed using Standard Ground are shipped within 48 hours. Orders must be placed by 3:00 PM (CST) Monday-Friday in order to be eligible for that day's "Next Business Day" or "2nd Day" air shipments.
"2nd Day" orders placed on Thursday by 3:00 PM will arrive Monday. "Next Business Day" orders placed on Friday before 3:00 PM will arrive Monday. (Saturday Delivery upgrade available.) All orders placed on Saturday or Sunday will not be shipped until Monday. Please take this into consideration when selecting a shipping method.
Items that are “Shipped From Manufacturer,” please allow 3-7 additional days for processing before shipment.
Shipping times for custom orders are item specific. Please visit our custom and personalization center or contact customer service at 1-888-838-5551 for details.
Please Note: Orders which require additional credit card authorization procedures may have a delay in shipping. You will be contacted if additional information or documentation is required.
Q. Can I place an order and pick it up in your retail store instead of having it shipped?
A. If you are located in or around Wichita, KS, you may call us at 1-888-838-5551 to place your order over the phone and have it set up for customer pick up. Our friendly customer service representatives will provide you with your order number and the time that your order will be available for pick up at our retail store.
Q. My order includes a backordered item; will the rest of my order be held?
A. In stock items may SHIP AHEAD, when backordered items are also included in an order. If an order is SHIPPED AHEAD and the shipping method is by air, (Next Business Day or 2nd Day Air) the backordered items will ship via FedEx Ground when received. (Backordered items are shipped FedEx Ground because the majority of the Next Business Day or 2nd Day Air charges are attached to the first item/weight to be shipped. Most of the time additional items are only an incremental part of the entire shipping charge. To keep from having to charge the customer an additional charge, The Golf Warehouse ships additional items via FedEx Ground at The Golf Warehouse's expense). You will not be billed for any additional shipping. International orders will not be SHIPPED AHEAD.
Q. Why does the backorder date for the item on my order keep changing?
A. It is our goal to get your order to you as quickly as possible. Occasionally, production delays or quality control issues can cause the original backorder date to change. If you have questions about the reason why a backorder date has changed, please contact our Customer Service department by email at email@example.com or by phone 1-888-838-5551 for details.
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|Custom & Personalization FAQs
Q. Can a different font or font size be requested on personalized golf balls?
A. Our vendors have experimented with different font styles and sizes and have found the best size and font compatible to the size and curvature of a golf ball. To be certain that you are receiving the highest quality product available, we are unable to request a font size or style change.
Q. What is the difference between logo and personalization?
A. 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).
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. Email us at firstname.lastname@example.org for more info on logo golf balls.
Q. What type of information can I have imprinted on a golf ball?
A. 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.
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Q. The price in the catalog and the price online are different. Which is correct?
A. Catalog prices are subject to change at any time. For our most updated information please visit our website or contact customer service by email at email@example.com or by phone at 1-888-838-5551.
Q. If the order is a gift, will the prices be visible to the gift recipient?
A. We have thousands of great gift ideas! When you select a shipping address that is different from your billing address the amount and payment details are automatically removed from the packing list!
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Q. Do you take trade ins?
A. Trade in your old clubs and receive credit for purchases! You can apply your trade in credit to a current order or get a gift certificate for a future purchase. Click here to visit our trade in center for details.
Q. How can I leave a review?
A. It is easy to share your experience with other TGW customers! If you provided us with your email address when you placed your order, you will receive a link which will allow you to rate and review the product you purchased approximately 30 days after your order was shipped. If you would like to review our service please send an email to firstname.lastname@example.org.
Q. How can I request a catalog?
A. We would love to send you a catalog! It’s quick and easy to request a catalog by email at email@example.com. You can also request a catalog online at TGW.com or by contacting customer service at 1-888-838-5551.
Q. Why isn’t a promotion you’re running working with the items I am trying to buy?
A. Due to manufacturer policies, some products will not qualify for every promotion.
There are a few products that cannot participate in free shipping offers. Therefore, if you have a non-qualifying item in your cart, as well as other merchandise that does qualify for free shipping you will receive prorated shipping as opposed to free.
A number of items are non-discountable and are excluded from price promotions. Multiple offers that include price reductions cannot be combined. All non-discountable items are identified by the statement “Discounts cannot be applied to this product” which is located near the “ADD TO CART” button.
We apologize for the inconvenience. If you have any other questions, please don’t hesitate to contact customer service at 1-888-838-5551, email us at firstname.lastname@example.org or live chat with us.
Q. What does TGW Size mean?
A. TGW.com has developed a standardized sizing scale to help you determine the size that will best fit you! Based on actual measurements of apparel across several of our top brand names, we have developed a “TGW size” for each item. The “+” or “-“ behind the TGW size will further indicate if this size runs large or small. As a consumer, you will be able to determine your TGW size and then shop our entire website with the confidence you will have the proper fit.
Q. I entered a TGW contest, how do I find out if I am a winner?
A. The winner will be notified via email and must respond to the notification within 5 business days of date of notification, or the prize will be forfeited. The name of the final Prize winner may be obtained by sending a self-addressed stamped envelope to TGW.com, 8851 E. 34th St. N., Wichita, KS. 67226.
Q. How do I become a TGW affiliate?
A. Click here to visit our affiliate information page.
Q. What is the difference between a Cadet and a Regular size golf glove?
A. A cadet glove will better fit a person with wider palms and shorter fingers. If the glove you wear now has excess fabric at the finger tips you may want to try a cadet glove to provide a better fit.
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