Frequently Asked Questions

Product information

• What is the difference between the Black Diamond Power model and the Double Black Diamond Control model?

Both paddles are thermoformed with our (World First) carbon fusion edge technology.  This results in these paddles having more power than traditional paddles – yet with still great control.  The main difference between the Black Diamond Power and the Double Black Diamond Control paddles is the face material. The Black Diamond Power uses a Toray Raw Fibreglass face (a World First innovation), which provides amazing NEXT LEVEL power and pop. This paddle is HOT – and may take some adjustment if you are coming from a traditional soft paddle. The Double Black Diamond Paddle has a Toray T700 raw carbon face. The T700 carbon provides superior control and is an easy transition coming from any other type of paddle. Both paddles use Toray materials, a high-quality superior robustness and longevity materials compared to other brands that are supplied by Toray Industries, a globally recognized Japanese manufacturer and specialist in composite materials.  

• What is the difference between the 14 mm Double Black Diamond and the 16 mm Double Black Diamond?

The 14 mm Double Black Diamond will add more pop and power, while the 16 mm Double Black Diamond will give you more control.  The 14 mm Double Black Diamond will also provide faster hand speed through the air. Let us mention that these differences are subtle. 

In terms of power the 14 mm fits between the Black Diamond 16 mm Power model and the Double Black Diamond Control 16 mm model. Below you will find a table summarizing the differences between our models.

• How does the Ruby compare to the Diamond series?

Refer to our paddle guide for further information:

Paddle Specifications & Comparison – Six Zero (sixzeropickleball.com)

• Does Six Zero offer different handle sizes?

No. As for the circumference of our grips, all our paddles have a grip circumference of 4.25 in. As for the length of our grips, the Diamond Series have a grip length of 5.5 in. while the Sapphire as a grip length of 5.6 in and the Quartz 5.0 in.

• Can I request a special weight for my Six Zero paddle?

No. All our paddles have a standard weight depending on the series you choose. Our 3PL distribution partner does not have the capacity to select individual weight paddles.  The Diamond Series paddles have an average weight of 8.1 oz while those of the Gem Series have an average weight of 8.0 oz.  Due to complex hand layup techniques, paddles may vary in weight in the order of +/- 0.2 oz.   

• What is the average lifetime of pickleball paddle?

How long your Six Zero pickleball paddles last will depend on frequency and intensity of play but also how you care for it. But as with anything, there are wear and tear components. In general, paddles last from Six months to 2 years but with the frequent developments of new technologies being implemented, old paddles may need to be replaced with newer ones every year. The grip is another item that over time may need replacement. It’s easy to replace but it might be a good idea to protect it with an over grip.  We invite you to take a look at Six Zero Over Grips made from top quality cushioned leather. 

• How do I care for my Six Zero pickleball paddle?

• For our Raw Texture Diamond and Infinity series paddles we recommend our Six Zero Cleaning Rubber.  Apply light pressure and use gentle up and down strokes on your paddle face to remove accumulated debris.
• For our Sapphire paddle we recommend a damp cloth to clean the face.  
• For our Ruby paddle we recommend a damp cloth to clean the face.  We DO NOT recommend using a cleaning rubber on the Ruby as it may pull out small Kevlar® tufts.  
• Six Zero will take no liability in improper use of cleaning rubbers.

Why does my Six Zero paddle look dirty or after use?

Six Zero paddles are constructed with a textured face which provides next level spin, but it can be challenging to keep it clean. Ball fibres and residue can accumulate in the face texture of your paddle over time. This is totally normal. We recommend using as needed the Six Zero Cleaning Rubber for our Diamond and Infinity Series paddles, and a damp cloth for our Gem Series paddles.   

• What does Six Zero do to ensure compliance with USAPA standards?

Rest assured Six Zero paddles are USA Pickleball approved and continuously maintain that status. Our company takes all possible means to ensure that our equipment meets all USA Pickleball requirements. 

Demo Sets

• Does Six Zero offer demo paddles?

We provide demo paddles through our network of Ambassadors and coaches.  We also offer demo sets to wholesalers and resellers.  You may email support to locate the nearest demo paddle near you. 

Pre-order

• What is a pre-order and when can I expect my paddle delivered?

Due to strong demand every factory run to date has sold out before reaching our warehouse facilities. A pre-order is when you place an order and reserve stock that has yet to arrive to our warehouse. Our website will clearly state expected delivery times on pop-ups, website header bars, and product pages. The delivery times are subject to factory scheduling and shipping dates may be slower or faster than forecast. Once the shipment reaches our warehouse, we require a few days to process orders before shipping. 

Order

• Do I need an online account to make online purchases on your site?

No. You don’t need an account to buy products from Six Zero although it offers additional benefits like access to your purchase history, the ability to save your complete contact information and information related to your payment method which will facilitate your future purchases. 

• What payment methods Six Zero accept?

Six Zero accepts Visa and Mastercard credit cards as well as PayPal, Shop Pay and Google Pay payments. 

• Will I be charged sales taxes?

Sales taxes depend on delivery destination. If you don't see tax added to purchases made from Six Zero, it does not mean that Six Zero's products are exempt from sales tax in your country. Laws vary from country to country and many require buyers to declare all products tax-free at the time of purchase. Accordingly, it is your responsibility to ensure that you pay any sales taxes due, if any. Check with the competent authorities in your country. 

• Can I change my order?

No. Due to the processing requirements of our order and shipping management system, Six Zero cannot make any changes or additions to your order once it has been placed.  Please double check your postage address before completing your order!

 Shipping & Delivery 

• How much does delivery cost?

Six Zero is proud to offer free shipping worldwide for all orders above $100.  We ship from our USA and Australian distribution hubs. Allow for 1-4 business days for us process your order during busy periods.  We use Australia Post, UPS, USPS and FedEx postage services for domestic shipping and international postage. All services provide tracking.  Express postage may be selected as a paid option at checkout. 

• How will I know my order has been shipped?

Once the transaction is completed, Six Zero will send you a confirmation email with a tracking number allowing you to track your package at each step prior to receipt.  

• Is my signature required to confirm home delivery?

No. The customer's signature is not required for delivery of packages shipped by our partner carriers. The carrier will leave the package in front of the house or near the front door.   

• Are shipped items covered by insurance?

Route Protection

• What is Route?

We’ve partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience. Route provides low-cost shipping protection to protect your package in the event that it gets lost, stolen, or damaged while in transit.

Route is also a mobile app that allows you to visually track all of your online orders in one place. No need to dig through your email for tracking numbers. Route’s dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery. The Route app is available on Android and Apple app stores.

If you experienced an issue with your order, please file a claim with Route’s team here.

• How Does Route Work?

If your Route-protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.  

Need to file a claim?  File here

• How Does Route Process Refunds or Reorders?

Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes if the merchant has Automatic Issue Resolution enabled.  

In both cases, the Route Premium cost will not be refunded. 

Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection.

• When Should I File a Claim?

Marked As Delivered (Stolen)

• Claims will be reviewed no earlier than 5 calendar days and no later than 30 calendar days from when it was marked delivered. 
• Please note, some order issues may require a police report to be filed.

Stuck In Transit (Lost)

• For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.
• For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.

Damaged

• Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 30 calendar days from when it was marked delivered.

All of Route’s policies are listed here

• What if My Order Never Arrives or is Stolen?

Route definitely helps cover these instances! To protect your order against loss or theft, add Green Package Protection at checkout. 

If your order has not arrived, please file a claim with Route here. 

• What if My Order Arrives Damaged?

Route covers damage as well! To protect your order against damage that occurred during shipping, add Route Protect at checkout. 

If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing. 

You can file a claim with Route here.

If your order has defects or you suspect it was damaged during manufacturing, please reach out to us and we will be happy to work with you to remedy the situation.

• How Do I File a Claim for my Lost, Damaged, or Stolen Order?

If you insured your order with Route at checkout, you will receive a confirmation email from Route with a link to file a shipping issue. 

You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.

Haven’t downloaded the app yet?  Download here

What if I do not select Route protection?

If you do not select Route insurance, Six Zero will not be responsible for any lost or damaged shipment by a third-party carrier.

 Pick up in person 

• Is it possible to pick up my order in person?

International customers (including USA) – No. 

Australian customers - Yes. Simply order and select local pickup.  When your order is ready you will receive a notification email with pick up details.  Your order should be ready within 1-2 business days. Remember our warehouse is located on the Sunshine Coast, Queensland, Australia. 

• Can I pay for my order in person at the time of pick up?

No. All transactions with Six Zero require you to pay online. 

• What should I bring when I pick up my order in person?

Please bring a printed copy of your invoice. The employee from Six Zero who will greet you will ask you to show photo identification. 

 Warranties and Returns.

Please refer to our detailed Warranty and Return Policy guidelines.

• Can I return an item because I don't like it?

Yes. Six Zero offers the possibility to return it to us within 30 days from the original purchase date for a refund excluding shipping costs if applicable. Please note you’re responsible for return shipping costs incurred on all returns or exchanges and can select whichever carrier is convenient, although we recommend using a trackable shipping method to ensure delivery of your return. All items must be in as new/unused condition, and contain all original packaging and accessories. 

• Are Six Zero paddles guaranteed?

All Six Zero paddles have a limited 12 Month warranty against manufacturer defects and workmanship of the paddle. There is a 6 month warranty on core materials, deformation and delamination. Please note that if you purchase from one of our approved third-party resellers, your paddle should be registered within the first 14 days of purchase and the warranty is only valid to the original purchaser upon presentation of proof of purchase.  If you purchase via our website your purchase is automatically registered.

For more details on our warranty, we invite you to consult the Warranty and Return Policy section of our website. 

• How do I register my new Six Zero paddle?

To activate your warranty, you can register your new Six Zero paddle online using our Paddle Registration form. 

• You cannot find an answer to your question in our FAQ?

In this case, just use the form in the Contact Us section. We will respond as soon as possible. For our French-speaking customers, we will be happy to answer you in your language. Just send an email to support@sixzeropickleball.com

Community

For inquiries related to donations, tournament sponsorships, fundraising, giveaways and any other community-related activities please contact:  community@sixzeropickleball.com

Support Contact

Please email: support@sixzeropickleball.com