Contact Us


8750 W. Bryn Mawr Ave.
Chicago, IL 60631

Hours of Operation:

Monday–Friday (8am–7pm CST)

Customer Service:

Phone: 1-800-800-9936

Returns & Exchanges

  • What is Wilson's return policy?
    Wilson's return policies vary depending on the type of item you'd like to return. Wilson offers returns on most items within 30 days of receipt of shipment.
  • How do I return a product purchased on
    Fill out the return form on the back of the receipt you received with your order. If you need a copy, contact us. Once the product has been received back, the product will be assessed by our team and if it meets our requirements, you will receive a refund.
  • What are the requirements for a full refund?
    • Item must be in new condition.
    • Item must be returned with all original packaging and accessories (includes box or plastic poly bag).
    • Clothing must be unworn.
  • I've returned my item. How soon will I receive my refund?
    • It takes Wilson up to 30 days to process a return and refund.
    • Once your return is processed, a refund is instantly requested and will show on your credit card statement within 3-5 business days.
    • If you shipped the item back to Wilson at your own expense, and the return is a result of a Wilson error, you will be refunded your shipping cost when we process the return. If the return is not due to a Wilson error, shipping will not be refunded.

Order Management


  • How long will my order take to ship?
    Orders normally take between 24-48 hours to ship out of our warehouse
  • When will my order ship?
    Immediately after placing your order on you will receive an order confirmation email. Within 48 hours, you will receive a shipping confirmation email with a link to track your order. If you have not received a shipping confirmation email within 48 hours of placing your order, please contact our customer service team.
  • What is the cutoff time for next-day and second-day delivery?
    Orders must be placed by 1pm E.T. to be eligible for next-day or second-day delivery.
  • Where does my order ship from?
    Orders ship from our warehouse in Mt. Juliet, TN. All custom bat orders ship from Louisville, KY.
  • Can I track my order?
    Yes. In your shipping confirmation email, there is a link that leads you to tracking information. You will have to login to your account and view your order history.
  • What happens when my tracking says "delivered" but I have not received my package?
    Occasionally a carrier will scan a package as delivered before it arrives at the final destination. When this happens, the package is usually delivered within the next few business days. If you've waited a couple of days and you still don't have the package:
    • See if someone else accepted delivery. Check with household members, neighbors, building managers, the mail room, front desk, and anyone else who may have accepted the delivery.
    • Look around the delivery location. Carriers sometimes leave packages in a safe, hidden place like on a side porch, in/around your garage, or behind bushes.
    • Look for a notice of attempted delivery. You may find an attempted delivery notice in your mailbox or on your door. Follow the instructions on that notice to request redelivery or pick up the package.
    • Contact the carrier. Ask if they have additional information about the package's location. (Have your tracking or delivery confirmation number handy.) If your package was shipped via UPS, they may be able to hold the package at their local hub for you to pick up. You can call UPS and see if this is possible.

    Most packages arrive by the estimated delivery date listed in the tracking information. If you do not receive the package by then, please allow an additional day or two for the package to be delivered. Please note that carriers may deliver packages up until 8 p.m.
  • Can a customer ship to an APO/FPO address?
    No, unfortunately Wilson cannot ship to an APO/FPO address
  • Can a customer ship to an international address?
    No. At this time, Wilson can only ship orders to the 50 United States.

Custom Products


What you need to know about Wilson Custom Works products:

  • Can I cancel or modify my order after it is placed?
    Once you place your order we begin the process of building your custom product, specifically for you so no cancellations or modifications to the design of your custom product are allowed.
  • Can I return a custom product?
    Because we build this product specifically to your custom requirements, we can't accept returns.
  • What happens if my custom product is damaged or defective?
    If your order arrives damaged or with a manufacturing defect, we will gladly replace the damaged or defective item.

    It is your responsibility to review your order and confirm that it is correct before submitting it to us. Your Custom Works product is specifically made for you, and therefore Wilson cannot accept returns or refunds of Custom Works products if the dissatisfaction is not due to an error by Wilson. For instance, Wilson cannot refund personalized product if the quality issue is due to: Typographical errors, misspelled words or name, incorrect grammar, unfinished text, or other material provided by the user.

    Design or creative choices. Please be sure you are satisfied with the color combinations and overall layout of your products before submitting your order. Wilson also reserves the right to reject any designs with profanity or offensive content.

    Contact us at 800-800-9936 within 7 days of receiving your Custom Works product to report a damaged or defective product.
  • When will I receive my Custom Works product?
    The lead-time based on the type of Custom Works product displays within your shopping cart. When your Custom Works product ships an email with tracking complete tracking details will be delivered to you.

    If you want to track the production status of you Custom Works baseball glove, use our Glove Tracker Tool.
  • Will my products that are in stock wait to ship with my Custom Works products?
    No, your stock products will ship within one business day and your Custom Works products will ship once it is complete. You will receive a shipping confirmation e-mail with each shipment.

For full terms and conditions of your order, please see Wilson Terms and Conditions.

To see how the customizer works, click here.


Wilson has been a leader in the sporting goods industry for over 100 years, in part because we round out our team with the best and brightest talent. We hire individuals who share our passion for sports and complement our desire to make Wilson the brand of choice for athletes everywhere.

Wilson offers a high-quality and competitive benefits package which includes: health, dental, vision, 401(k), flexible spending account, disability, life insurance, transit program and significant discounts on our products. Wilson’s team-oriented values are brought to life in our casual, collaborative work environment. From our Global HQ in Chicago IL to our factory in Ada, OH and all around the country and globe, our employees are proud to be part of #TeamWilson.

To learn more about Careers at Wilson and view current openings, please visit our LinkedIn page.