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Here are some common questions you may have.
» Can I place an order over the phone?
» How long will it take to receive my order?
» Can I return an item if it doesn't work out for me?
» Can I cancel an order if I change my mind?
» Do you ship to Alaska, Hawaii, Puerto Rico, or APO/FRO addresses?
» What if my product breaks?
» I ordered a FREE SHIPPING item, why do I have a shipping charge on my order?
» Is the SportStop.com site secure?
» I need my items fast, can I get express shipping?
» Why do I see multiple credit card charges on my account when the order said the credit card was denied?
» International Customers: What about duties and taxes?
» How do I know I figure out the right size?
Here are some common questions you may have.
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| Can I place an order over the phone? | | Yes. Our customer service representatives are available Monday through Friday 9AM to 5PM Eastern Standard Time. However, your order will be processed more quickly if you order online.
| | How long will it take to receive my order? | | Most of our products ship from New Hampshire. Our standard shipping message for the majority of the products we sell is that they normally ship within 2-3 days. From that time, it takes an additional 1-5 shipping days until you will receive your order. Remember to check the standard shipping messages next to each product you are ordering. Those messages are located next to the "add the cart" button on every product page.
If an item is out of stock in our warehouse, but in stock at the manufacturers warhouse, we will order more from the manufacturer right away. This may result in your ordered, or part of your order, being held for an additional 3-5 days.
Some items are shipped to you directly from the manufacturer. These orders generally take 2-5 days to ship from the manufacturers warehouse, most of whom are on the East Coast.
International orders take slightly longer to process. Please allow 2-5 business days for the order to ship and 1-3 weeks for delivery.
| | Can I return an item if it doesn't work out for me? | | Yes, you can return unused items within 30 days of the purchase date. Items must be in the original packaging and you must include your invoice. All orders sent from our warehouse will have an invoice on the package. The return form is on the back of our invoice. You may also print the emailed invoice you received after placing your order. You can also print it out (Microsoft Word Format) or (PDF format).
| | Can I cancel an order if I change my mind? | | You cannot cancel an order after it has been placed and paid. If paying by credit card, your payment is process instantly. We have a complicated fulfillment system which makes it very difficult to cancel an order after it has been placed. If you receive your item and do not wish to keep it, please refer to the faq about returns.
| | Do you ship to Alaska, Hawaii, Puerto Rico, or APO/FRO addresses? | | Yes. We ship most items to Alaska, Hawaii, Puerto Rico, and APO/FRO addresses by the United States Postal Service. Additional time and occasionally additional fees may apply.
| | What if my product breaks? | | Many products we sell come with manufacturers warranties. SportStop.com is not responsible for warranty claims. All warranty issues are handled directly through the manufacturer. You can contact them directly and explain the problem. They will issue you a return authorization number so you can send the item to them for a replacement.
Below is a list of our major manufacturers:
Lacrosse & Field Hockey Brands:
- Adidas - www.adidas.com/lacrosse/
- Brine - www.brine.com - (508) 478-3250
- Cascade - www.cascadelacrosse.com - (800) 537-1702
- Garage Door Sports - (800) 423-3220
- Goal Sporting Goods - (800)334-4625
- Maverik Lacrosse - www.maveriklacrosse.com - (866) 628-5297
- Rage Cage - www.ragecage.com (410) 672-0282
- Reebok/RbK - www.rbk.com
- Scorpion Lacrosse - www.scorpion-lacrosse.com - (866) 650-7267
- STX - www.stxlacrosse.com - (800) 368-2250
- Talon Lacrosse - www.talonlacrosse.com - (650) 593-2324
- Warrior - www.warriorlacrosse.com - (586) 978-2595
Snowboard Brands:
- Core/SportValise - (303) 494-7224
- Flow - www.flow.com - (949) 361-5260
- Level Gloves - www.levelusa.net - (802) 253-0801
- Northwave/Drake/Bakoda/Venue - (206) 762-2955
| | I ordered a FREE SHIPPING item, why do I have a shipping charge on my order? | | One of two reasons why you may have a shipping charge.
1) If your shipping address is not within the United States, you will have a shipping charge.
2) If you have any other item on your order that does not state FREE SHIPPING, you are charged shipping for that item.
| | Is the SportStop.com site secure? | | Yes. We use encryption for all personal information transfers. Also, after a credit card is charged, our system does not store payment information. We have been selling online since 2001 and have processed millions of dollars in transactions. We can proudly say that we have never had any type of security breach.
| | I need my items fast, can I get express shipping? | | Express shipping is offered during the checkout for items shipping from our NH warehouse. Express shipping is not an option for any item that does not ship from our NH warehouse, for Special Order items, and for heavy items. If you have any of theses types of products in your shopping cart, the displayed rate will be for a Ground service. In addition, if you selected an express shipping service for an order that requires customization, your order will still be held for the normal customization time listed on that service, and then express shipped when the customization is complete.
| | Why do I see multiple credit card charges on my account when the order said the credit card was denied? | | Processing a credit card is a two step process. The first step is the authorization step. That is when the card company is asked if the funds are available and if the address information matches. IF THE FUNDS ARE AVAILABLE, BUT THE ADDRESS DOES NOT MATCH, OUR SYSTEM WILL REJECT THAT TRANSACTION. We do this for your security. But in that case, your credit card statement will still show a PENDING charge. But our system will not take the 2nd step for the credit card processing, we will not capture the funds.
So if you try ordering 2-3 times and the credit card is denied and then one that is successful (because you try updating your billing infrmation), you will see 2-3 pending transactions on your statement. But we will ONLY collect funds on the one that was successful.
Note the pending transactions for the denied transactions on your statement will clear themselves up in 3-4 business days. | | International Customers: What about duties and taxes? | | For Canadian customers, all the fees are now charged upfront. The taxes, duties and brokerage fees are part of the "handling" line. For all other countries outside the US and Canada, the customer is responsible for all those fees when the package is delivered. | | How do I know I figure out the right size? | | Here are some size charts from our manufacturers. This cannot guarantee it will fit, but it will help get you pretty close.
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