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Answers
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Shipping
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Do you ship to PO Boxes ?
Yes, we can ship to PO Boxes, but we prefer "UPS friendly" addresses since
UPS picks up our packages each weekday. In contrast, we must transport PO
Box orders to the post office. Therefore, we usually ship USPS orders
twice a week (usually Tuesday & Friday) instead of each weekday. So please
provide "UPS friendly" address for fastest service. Please note, we cannot
ship to PO Boxes via "expedited" services like: Next Day Air, 2nd Day Air,
etc. Once your order has been shipped, we will email you with the tracking
/ reference number.
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Do you
ship to US military addresses (APO / FPO) ?
Yes, we ship all APO / FPO orders via USPS for a flat fee of $10
additional. Please be sure to select: State = "APO / FPO" in step 1 of
checkout. USPS does not have everyday pickup like UPS so APO / FPO orders
are shipped twice a week (usually Tuesday / Friday.) Please note, we
cannot ship to APO / FPO addresses via "expedited" services such as: Next
Day Air, 2nd Day Air, etc. Once your order has been shipped, we will email
you with the tracking / reference number.
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Can you
ship orders via FedEx or via my FedEx account ?
No, we do not use FedEx services whatsoever. We have used FedEx
extensively in the past, but we were EXTREMELY dissatisfied with their
service.
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Do you ship internationally ?
Yes, we do ship to most countries but we DO NOT ship to:
Nigeria
or Ghana
due to the EXTREMELY high amount of online credit card fraud. Shipping a
pair of cleats (3 lb package) to most locations (UK, Australia, Japan,
etc.) via USPS Global Express Service will cost about $30 additional.
Delivery usually takes about 3-5 business days barring any delays in
customs, which we cannot control.
Please note that all international credit cards (except US & Canada) must
be processed through our secure online escrow service, which charges a
minimum fee of $18. We must follow this protocol to protect our customers
and ourselves from international credit card fraud since we are 100%
financially responsible if we process a fraudulent order. Once payment is
approved by escrow.com, we will ship your order and email you the tracking
number so you can track your package at www.usps.com. If you would like to
make a purchase, please place your order online and we will contact you
with final shipping quote for your approval. We WILL NOT process your
credit card directly. We require the submission of a credit card number so
obvious fraudulent orders can be identified / ignored so we can
concentrate on legitimate customers.
IMPORTANT: All
international sales are FINAL due to excessive transportation, customs,
duties and taxes. PLEASE be sure you are ordering the correct product(s) /
size(s)!
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Do you ship to Canada ?
Yes, we do ship to Canada via USPS Global Express mail for a flat fee of
$20 for most orders. Once your order has shipped, we will email you the
tracking number so you can track your package at www.usps.com.
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Can you ship international orders via UPS, FedEx or DHL instead of US
Postal Service ?
No we cannot. We have tried all of these carriers for international
shipments over the past 4 years, but have experienced a great number of
problems regarding excessive customs, duties and value added taxes (VATs)
with all carriers except USPS. In addition, we have shipped hundreds of
packages via USPS service to over 50 countries and have yet to "lose" a
package -- although all international orders are fully insured -- another
advantage of USPS Global Express Mail. Therefore, all international orders
and most Alaskan / Hawaiian orders are shipped via USPS service -- sorry,
no exceptions.
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Payment
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What is Address
Verification Service (AVS) ?
AVS is a tool employed by merchants like ourselves to help eliminate /
minimize credit card fraud. When a customer submits their credit card
billing address during checkout, this address is automatically compared
with the information on file for this credit card with Amex, Discover, MC
or Visa respectively. If this information does not match EXACTLY, we
cannot process the order since we are 100% financially responsible if we
process an order that turns out to be fraudulent. Most of our customers
greatly appreciate our “zero tolerance” approach to credit card fraud.
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How do I
locate my EXACT credit card billing address ?
Your monthly credit card statement usually displays your EXACT billing
address. If you are still unsure, please contact your credit card's
issuing bank to confirm / change you billing address.
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What is CVV2 ?
CVV2 is another anti-fraud tool used by merchants to confirm that the
actual credit card is in the possession of the customer. The CVV2 code is
the 3-digit number located on the back of most credit cards (usually last
3 digits.) If a customer submits the corresponding 3-digit code for the
credit card being used, it is a strong indication that the customer
possesses the actual card and is not just using stolen credit card numbers
from a database.
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Do you accept money orders ?
Yes, we do accept certified money orders payable in US dollars such as
USPS money orders, Western Union, etc. To pay via money order, please
follow these instructions:
- 1. email us with your complete shipping address and order information
(product name, quantity, color, size, price, web code, product code, etc.)
- 2. We will respond with confirmation of product availability and final
price, including shipping as well as the address where to send money
order.
- 3. Please print our email and mail it (with money order made payable to
SoccerFans.com for the appropriate amount) to the address we provided.
- 4. Once we receive money order, we will ship your order and email you
with tracking information. PLEASE NOTE: we will set aside products for
SEVEN DAYS only -- so please mail money order immediately.
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Do you accept personal checks ?
No, we do not accept personal checks online. We only accept the following
forms of payment: Amex, Discover, MC / Visa credit cards and certified US
money orders.
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Returns
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How do I exchange / return an
order ?
Please email us A COPY OF YOUR ORIGINAL EMAIL RECEIPT (returns@Soccerfans.com)
with reason for exchange / refund. If you cannot locate email receipt,
please send as much information as possible: email address used to make
purchase, customer name / address, purchase date, etc. – we process
hundreds of new orders each week so the more information you provide, the
easier it is for us to assist you. Once we have your full exchange /
refund request information, we will email you with complete instructions
to expedite exchange / return process. Once we receive and verify
condition of products (UNWORN / UNUSED), we will process exchange / refund
and email you the tracking information / transaction details. Please be
aware that the customer is responsible for all additional shipping costs
resulting from exchanges / returns – unless exchange / return is necessary
due to error by Soccerfans.com. If that occurs, please contact us
following instructions above and we will respond with a protocol that will
resolve problem, at no additional cost to the customer.
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SoccerFans.com
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Do you produce a printed
catalog ?
No, we do not produce a printed catalog. Although we have produced
catalogs in the past, we have found that products, sizes and prices change
so quickly that the catalogs were "out-dated" by the time they were
complete! Therefore, all of our products are displayed and ready for
purchase on our secure, ecommerce site, www.soccerfans.com, which
is updated several times a day with new products and real-time inventory.
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