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FAQs

 Payment Questions:

Q: What forms of payment does OnTheBallBowling.com accept?
A: OnTheBallBowling.com accepts Visa, MasterCard and Discover credit cards.
  

Q: How do I pay via credit card?
A: When you go to shopping cart, then checkout, you will be asked for your credit card information.
 
Q:  Can I place an order online without a credit card?
A:  No. We only accept credit cards: MasterCard, Visa, DIscover as the forms of payment for online orders.
 
Q:  How can I pay for an order via check?
A:  If you prefer to pay by check, you can do so by calling and placing the order with customer service and mailing in the check. But be advised, due to the nature of our business, all orders must be paid in advance prior to production. Your order will not be processed until we receive your check.
 
Q:  How do I use/purchase an OnTheBallBowling.com gift card?
A:  Place the item in your cart as you would any other item.
 
Q: How do I redeem a OnTheBallBowling.com gift card?
A: To redeem a OTB gift card, visit OnTheBallBowling.com anytime and use the gift card code at checkout to purchase any product. If the purchase amount is over the gift card amount, the balance can be paid using a credit card for payment. If the purchase is less than the gift card amount, the remaining balance can be used on a second purchase. The balance cannot be refunded in the form of cash.  Gift cards can be used anytime, they have no expiration date.
 
Q:  What is the Currency Exchange?
A:  Currency exchanges are done at the time of purchase through your credit card company. Please contact your individual issuer for details on their currency conversion rates.
 
Q: Is my credit card information safe?
A: Yes, OnTheBallBowling.com has a firm commitment to safeguarding your privacy. We do not store any credit card information on our website.  Once the information is used to process your transaction, it is deleted from our system. Please see our Privacy Policy for complete details.
 

Shipping Questions:

Q: When will my order ship?
A: Custom and non-custom OTB balls, pins, glass awards, bags and accessories will ship approximately 1 - 2 weeks from the time your order is placed. Custom shoes require a longer time for delivery. Please allow 3 - 4 weeks from receipt of order for delivery of your custom shoes. Some large shipments are shipped by truck also may take longer to deliver. Contact customer service for shipping time advice on large quantity orders.

Q: How will my order be shipped?
A:  Via FedEx

Q: How much does shipping cost?
A:  All products on this site are shipped to the 48 contigiuous states FREE of charge*.

*For shipments to Hawaii, Alaska and international destinations, please contact customer service for a shipping quote. 

B. Canadian & Other International Shipments:
When placing an order to ship outside the US, please be aware you may be charged Ship To Country customs/duties/taxes. This charge is due to the product shipment originating in the USA, not in the country in which you reside, therefore when goods are transported across international borders, they are subjected to customs/duties/taxes. These additional freight charges including but not limited to, duties/taxes/customs/clearance fees, are the responsibility of the recipient. The shipper, OnTheBallBowling.com, is not responsible for duties/taxes and fees.
 

Returns Questions:

Q: Are all products returnable?
A: Non-custom OTB balls, pins, bags and accessories are returnable within 30 days from the date of delivery. Customized/personalized balls, pins, shoes and glass awards are made to order and cannot be returned or exchanged. Please see our Returns Policy for complete details.

Website Questions:
 
Q: I've forgotten my password, how can I log in?
A: If you have forgotten your password, sign in with your user name and click "Forgot Password". This is a two step process to insure your identity. (1) You will get a window where you will enter your email address, with the message "An email was sent to your email address. Please click on the link in it to change your password. If you don't receive it within 5 minutes, please check your spam folder." (2) When you receive the email, click on the link and change your email address.
 
Product Questions:
 
Q: What are OTB tenpin bowling balls made of?
A: OTB tenpin bowling balls are made of polyester (plastic). They are recreational, not performance balls. The images are applied to the surface of the ball with a heat transfer process. The balls are high gloss and durable They can be drilled and used in any tenpin bowling facility.
 
Q: What are the OTB mini balls and pins made of?
A: Mini balls and pins are also made of polyester (plastic) and images are applied to the surface by a heat transfer process. They are for display purposes only, not meant for actual use.
 
Q: Are OTB mini balls for candlepin or duckpin bowling?
A: No, mini balls are not for candlepin or duckpin bowling, they are for display purposes only, not meant for actual use.
 
Q: Do the regulation size balls come with finger holes drilled?
A: No. For best fit, we recommend you go to your local bowling center pro shop. Most pro shops in bowling centers offer custom drilling.  Use our Pro Shop search to find the nearest location to you, just key in your zip code.
 
Q:  Will the product look identical to the product I design in the CUSTOMIZER
A:  The contour of a ball or pin may distort any image slightly. 
B. The actual colors printed on your bowling ball or pin may be less bright and/or not exactly match the colors you see on your monitor.
 
Q: Is the design "wrapped" around the ball or pin?
A: No. The design is printed and applied to the ball in 2 halves which overlap slightly at the seam. The background color of the product may look slightly darker at the point of the overlap on the seam.
 
Q: Are there any standard markings on the balls and pins?
A: Yes. Because our products are approved for use by the USBC, the USBC mark is engraved on the bottom of the products and a small KRSF OTB.com mark is also printed near the USBC mark on the bottom of the products.
 
Q: Are there any color restrictions on custom balls and pins?
A: White cannot be used as a background color for balls or pins. We do not print metallic or neon inks. Our bowling balls and pins do not glow under black light conditions. We don't offer neck stripes on pins.
 
Q: Are there any text restrictions on custom balls and pins?
A: You have 3 options for text zones on a ball or pin: 1 large line centered (20 character maximum), 3 zone options (upload an image and arrange your text above and below it - 20 characters per line) and 3 lines of text centered (20 characters per line). No text is allowed that is obscene, offensive, blasphemous, threatening, menacing, abusive, etc. See Terms and Conditions for Content Restrictions for Custom Goods.
 
Q: Are there any text restrictions on custom glass awards?
A: On the glass awards landscape curved styles, you have 3 options for text: Top, Center, Bottom. Choose the one placement that fits your design best. The top game score line has 20 character maximum, the middle name line has a 30 character maximum, and the bottom date & location line as a maxium of 50 characters. No text is allowed that is obscene, offensive, blasphemous, threatening, menacing, abusive, etc. See Terms and Conditions for Content Restrictions for Custom Goods.

Q: What type of photo can I upload?
A: We recommend digital camera photos or good quality cell phone photos. Cameras should be 3 mega pixels or higher. Camera should be set at highest resolution. Only jpg and png formats are acceptable.

Q: What types of photos are not acceptable?
A: We do not accept low resolution photos (less than 150 dpi) or photos pulled from web sites. We do not accept licensed images (any image with a registration mark, copyright, watermark, etc). See Terms and Conditions for Content Restrictions for Custom Goods.
 
Q: What size should the photo be?
A: Your photo should be high resolution - (not less than) 150 to 300 dpi (dots per inch).
 
Photo File Size: When you upload your photo, the file size should not exceed 10 MB (Mega Bytes)
 
Q: What file formats are acceptable?
A: We accept high resolution (minimum of 150 dpi) .jpg, .png

Q: What file formats are not acceptable?
A:  We do not accept .ai, eps, pdf, .gif, .cdr, .doc, .pub

Q: What happens if my photo is larger than 10 MG?
A: If your photo exceeds 10 MG, it will not upload and you will need to resize it or upload an alternate photo.

Q: What if my photo is not the right size or resolution?
A: The photo will not upload..
 
Q: What images types are not acceptable?
A: Licensed images (any image with a registration mark, copyright, watermark, etc) are not acceptable. See Terms and Conditions for Content Restrictions for Custom Goods.

Q: What if I still want to use the photo that does not meet OnTheBallBowling.com requirements?
A: You do so at your own risk. OnTheBallBowling.com is not responsible for the reproduction of a photo that does not meet our requirements.
 
Q: What is the warranty on regulation size tenpin balls?
A: All regulation size balls, with the exception of the 6 lb balls, are covered by a 1-year warranty against any manufacturing defects. This warranty is voided if inserts are used in the finger and/or thumb holes.
Please see our complete details in the Warranty: Regulation Size Balls section.
 
Q: What are the shoes made of?
A: The Retro Lace and Retro Velcro shoes are made of crack-resistant PVC material with premium leather slide soles and cushioned insoles. The men's Athletic shoes are made of lighweight engineered mesh with PVC toe and trim. The Athletic shoes have microfiber slide pads and are textile lined with padded tongue and collar. The Retro Lace, Retro Velcro and Athletic shoes are available in men's and women's sizes. The Retro Velcro shoes are also available youth sizes.
 
Q: What is the warranty on custom shoes?
A: All our our shoes are covered by a 2-year manufacturer's warranty against any manufacturing defects or workmanship. Please see our complete details in the Warranty: Custom Shoes section.
 
Q: What are the glass awards made of?
A: The awards are made of tempered glass. You can choose a curved style which is free standing, or a flat style that comes with a stand.
 
Q: What is the warranty on custom glass awards?
A: The glass awards are covered by a 1-year manufacturer's warranty against any manufacturing defects or workmanship. Please see our complete details in the Warranty: Custom Glass Awards section.