Payment Questions:

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

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 as the form 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.

Shipping Questions:

Q: When will my order ship?
A:  Due to the current world health crisis, OTB product will ship approximately 2 - 3 weeks from the time your order is placed.

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

Q: How much does shipping cost?
A:  Domestic Shipments: 


FedEx Ground - $0.01 to $100.00


FedEx Ground - $100.01 to $200.00

FedEx Ground - $200.01 to $300.00

FedEx Ground - $300.01 to $400.00




FedExGround - $400.01 to $500.00


FedEx Ground - $500.01 to $600.00


FedEx Ground - $600.01 to $700.00


Any order over $700 please contact customer service for a freight quote.
*For Hawaii, Alaska, and international orders additional freight will be applied. A customer contact representative will email or call for the necessary info.
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.

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 display balls (small balls) and pins made of?
A: Display balls (small balls) and pins are also made of polyester (plastic) and images are applied to the surface by a heat transfer process, but they are for display purposes only, not meant for actual use.
Q: Are OTB display balls (small balls) for candlepin or duckpin bowling?
A: No, display balls (small 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 Design Wizard?
A:  The contour of a ball or pin may distort any image slightly.  However, if this distortion is extreme you will be contacted by customer service to discuss other options for your design. 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.
  • To view your design, while in your cart, please click the thumbnail that displays. Once you click on the thumbnail, a larger PDF page will pop up, showing the front and back images of your customized product. This preview will show if any text is missing or images are cut off. For Design Questions, please contact Customer Service Before Placing Your Order. We can be reached at customerservice@ontheballbowling.com
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 should not be used as a background color. We do not print metallic or neon inks. Our bowling balls and pins do not glow under black light conditions.

Q: What type of photo can I upload?
A: We recommend digital camera photos. Cameras should be 3 mega pixels or higher. Camera should be set at highest resolution.

Q: What types of photos are not acceptable?
A: We do not accept low resolution cell phone photos 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: Resolution: Your photo should be high resolution - (not less than) 150 to 300 dpi (dots per inch).
Photo Dimensions:
  • For a Bowling Pin the dimensions of your photo should be 1,000 x 1,000 pixels or at least 3 1/3 x 3 1/3 Inches.
  • For a Small Bowling Ball the dimensions of your photo should be 1,000 x 1,000 pixels or at least 3 1/3 x 3 1/3 Inches.
  • For a Regulation Tenpin Bowling Ball, the dimensions of your photo should be 1,500 x 1,500 pixels or at least 5 x 5 Inches. 
Photo File Size: When you upload your photo, the file size should not exceed 3 MB (Mega Bytes)
Need Help Uploading Your Photo or Designing Your Bowling Ball, Pin or Small Ball?
  • Call Customer Service: 1-866-OTB-BOWL (1-866-682-2695) Monday - Friday 8 AM - 5 PM CT
  • Mailing Address: Customer Service, OnTheBallBowling.com, 2020 Indian Boundary Drive, Melrose Park, IL 60160
  • Email Address: customerservice@ontheballbowling.com
Q: What file formats are acceptable?
A: We accept high resolution (minimum of 150 dpi) .jpg, .png .ai .eps

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

Q: What happens if my photo is larger than 3 MG?
A: If your photo exceeds 3 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: OnTheBallBowling.com reviews the photos you upload before we print to insure best quality. If your photo does not meet our requirements, customer service will contact you. Your order WILL NOT be processed until an acceptable photo is received.
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 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.