2nd Swing Customer Service — Complete, Practical Guide

Overview: what to expect and how 2nd Swing structures support

2nd Swing (2ndswing.com) operates as a hybrid e-commerce and brick‑and‑mortar golf retailer, so its customer service workflows combine online ticketing, phone support, and in‑store assistance. Expect a multi‑channel support model: email/webform for order issues, phone for time‑sensitive questions, and in‑store staff for fittings, trade‑ins, and hands‑on inspections. If you are contacting them about an order, the single most important piece of information to have is your order number (format typically “SS-XXXXXXX”) — this is what their CRM will use to route your request.

Response time targets for retail golf sellers like 2nd Swing are commonly 24–48 business hours for first replies and 3–7 business days for a full resolution on returns or warranty claims. For time-sensitive matters (missing package, damaged box, wrong item), escalate immediately by phone if the webform response exceeds 24 hours. For non‑urgent inquiries (product specs, sizing, availability), email or the website chat is effective and creates a written trail you can reference during follow‑up.

Contact channels and what each is best for

Primary contact paths you should use: the website’s “Contact Us” form (best for documented order issues), the customer service phone number listed on 2ndswing.com (best for immediate resolution), and in‑store visits for fittings, returns, or trade‑ins. Use the website first to pull order history and downloadable invoices: this will surface the SKU, condition grade, and shipped weight/serials that agents commonly ask for.

When calling, expect the agent to ask for five key data points: order number, purchaser name, email, billing ZIP code, and the SKU or serial number of the club. Having these ready reduces handle time from ~10–15 minutes to 3–6 minutes on many calls. If you need to escalate, request a ticket number and the agent’s name and note the time/date — escalate using that ticket number in subsequent communications.

Returns, exchanges and refunds: exact steps and timelines

Most returns are handled through a returns authorization process. Standard industry practice (and typical for 2nd Swing) is to request a return RMA via your online account or the customer service portal within the published return window (commonly 30 days from delivery for used/equipment retailers). Once authorized, the company will either send a prepaid return label or instruct you to ship to a returns address; inspect the label for carrier and service level (UPS Ground, FedEx Ground, USPS) and retain tracking.

Important operational numbers to plan for: once a returned item reaches the returns department, inspection typically takes 1–5 business days. Refunds to credit cards generally post within 5–10 business days after authorization depending on your bank. Exchanges or replacements are usually shipped within 1–3 business days after the returned item is accepted. If you need immediate replacement, request a same‑day or expedited ship at checkout (fees apply; expedited shipping typically $15–$35 domestic in the continental U.S.).

Warranties, repairs and trade‑ins

2nd Swing sells both new and pre‑owned clubs; warranty and repair policies vary by product condition and manufacturer. For new clubs, manufacturer warranties (Titleist, TaylorMade, Callaway, etc.) apply and often cover defects for 1–2 years — you will be directed to the manufacturer for factory warranty claims. For used clubs sold as “certified pre‑owned,” 2nd Swing commonly provides a merchant warranty for fitment/description accuracy — claim windows run 14–30 days for misrepresentation or functionality issues.

Trade‑in and consign programs require accurate condition grading. Prepare high‑resolution photos of club faces, hosel, shaft, and grip; note the serial number if present and the exact model/year stamp (example: TaylorMade M2 2017). Typical trade‑in turnaround is 7–14 days from receipt to valuation. If you need a repair (regrip, reshaft, loft/lie), 2nd Swing can often coordinate shop services — expect labor costs from $20–$60 for regrips and $40–$150 for reshafts plus shaft cost.

Shipping, packaging and inspection advice

Packaging is one of the most common causes of transit damage disputes. For returns, use original packaging or wrap heads and hosels with bubble wrap, place clubs in a hard tube or double‑wall box, and pad the headcovers/shaft area. Photograph the outer box and inner packaging prior to shipping in case of carrier damage dispute. Insure packages of used or high‑value clubs for their full sale price; carrier insurance for domestic ground shipments commonly costs 1–3% of declared value depending on the carrier.

Track shipments closely: most carriers update scanning at origin, transit hub, and delivery points. If a package shows “Delivered” but you don’t have it, file a missing‑package claim with the carrier immediately and notify 2nd Swing with the carrier claim number. For lost shipments, expect a 7–21 day resolution window while the carrier completes a trace.

What to have ready before contacting customer service

• Order number, purchase date, billing ZIP, and account email — mandatory for rapid verification.
• SKU/serial number or model/year stamp (e.g., “SIM2 Max 2021, SN: ABC12345”) and condition grade photos (face, sole, hosel, grip).
• Clear statement of desired outcome (refund, exchange, repair, store credit) and deadline (if any) — be specific: “I request a refund credited to last 4 digits of card ending 1234 within 10 business days.”
• Carrier tracking number and photos of external/ internal packaging if shipment was damaged.

Escalation, dispute resolution and best practices

If first‑line support does not resolve your issue in the posted timelines, escalate to a supervisor and request a written timeline for resolution. Keep copies of every email and chat transcript. If an item is under manufacturer warranty, open parallel claims with the maker and provide the CRM ticket numbers to 2nd Swing to coordinate.

When matters escalate to chargebacks or claims, merchants track dispute metrics closely — sites like 2nd Swing will attempt remediation first because chargebacks carry fees and potential account restrictions. A professional, documented approach (photos, timestamps, ticket numbers, clear desired remedy) will shorten resolution time: aim to provide everything within the first 24–48 hours of filing to get the fastest response.