McAfee SECURE sites help keep you safe from identity theft, credit card fraud, spyware, spam, viruses and online scams
• 150% Price Guarantee • Flat & Free Shipping
• Fast, Friendly Service • Easy Return Policy

Frequently Asked Questions

What do I do if I have a problem with an Order?

If something is wrong with an order that is being fulfilled by SportsKids.com, we certainly want to help you. Please read the information below for more on how to proceed.

Why do you charge me when the order is placed instead of at shipping?

Credit card companies like Visa, Mastercard, Amex and Discover charge a very large additional fee that can more than double the merchant fees on any order for what they classify as an "unqualified transaction". A transaction becomes "unqualified" if we don’t authorize and capture the credit card charge within a very short time after the order is made. In order to keep our prices as low as possible we’ve elected to handle transactions this way and pass the savings on to you: our customer. We understand that it can be an inconvenience; especially when ordering custom made products, but we’d rather give you even better discounted pricing instead of making more money for the credit card companies.

Do you need to cancel or change an order that has not yet entered the shipping process?

You can review the details and status of any order you have placed via Your Account. For orders that have already been shipped, you can confirm the date and method of shipment, an estimated date of arrival, and a tracking number, if applicable. If you would like to make a change to an order, such as modifying the shipping options, addresses, or items, please contact us and we ’ll take care of all of your needs.

Due to the volume of packages we ship each day, it is impossible to locate and make changes to any package once it has entered the shipping process.

Did you receive a damaged or defective item?

If the item has a damaged or defective part, we recommend that call or email our customer service department and they will assist you. If the item is shipping directly from the manufacturer then a customer service representative will request that a return label or call tag be sent to you. Once we obtain that information you will be contacted with further instructions on how to send the item back and receive either a replacement or credit.

Did you receive the wrong item or an item you didn't order?

we recommend that call or email our customer service department and they will assist you. If the item is shipping directly from the manufacturer then a customer service representative will request that a return label or call tag be sent to you. Once we obtain that information you will be contacted with further instructions on how to send the item back.

Are you missing an item?

Check the packing slip that was included with your shipment. In order to fill your order quickly and efficiently with items already in stock at different fulfillment centers, we may have split your order into multiple shipments, which we would normally indicate on the packing slip. If this is the case, rest assured that you will not be charged any additional shipping costs beyond those you had originally authorized. Sometimes, however, our fulfillment partners may partial ship an order without telling us. If this is the case, please contact us and we ’ll take care of getting the remainder of your order shipped out to you as quickly as possible.

Wondering where your order is? If you have not yet received your order at all and think that you should have by now, visit the relevant order summary in Your Account. Here you will find updated availability information, estimated delivery dates, and even shipment tracking numbers when the carrier has made them available. Also, some products may take longer to ship than others. For products that generally take a bit longer, that normal time frame for that product will be included in the product description.

How do I revise the shipping and billing information for an order?

It's easy to revise shipping and billing information for an order you placed with SportsKids.com, as long as the order has not yet entered the shipping process. You can review the details and status of any order you have placed via Your Account. For orders that have already been shipped, you can confirm the date and method of shipment, an estimated date of arrival, and a tracking number, if applicable.

You can also make changes to orders from SportsKids.com that have not yet entered into the shipping process. To make these changes, please contact us.

If an order is marked as "Shipping Soon," this means it is being prepared for shipment and cannot be changed by you or by our customer service department. If the package will not reach you because of an incorrect address, it will be returned to us as undeliverable and you will need to place a new order.

What if my credit card is declined?

If you receive a message that we were unable to authorize or charge your credit card, please check with the issuing bank for your card. Credit cards may be declined for a variety of reasons, such as a technical error during processing, and we do not have access to further information. Often, the card is declined because the billing address was entered incorrectly – either by accident or because of a recent move. This is usually a good thing to check first.

If your order was for a gift certificate,

you will need to cancel the declined order and place a new one.

How can I track my package?

As soon as your order ships, we ’ll send you an email with the tracking information and the expected delivery date. If you have a tracking or delivery confirmation number, follow the links below for more information. If you're not sure whether or not your order has been shipped, check the status of your recent orders in Your Account.

UPS

 

U.S. Postal Service

 

DHL Worldwide Express

 

  • Package Tracking: http://www.dhl-usa.com/tracking
  • Phone: 1-800-225-5345 (U.S. customers only)
  • Please note:
  • Package tracking services are not available for DHL WorldMail shipments, as these are delivered by air mail to the destination country/continent and then handled by the local postal system.

ABF Freight System, Inc.

 

Airborne Express

 

Choice Logistics

 

Eagle

 

  • Phone: 1-800-592-7489

FedEx

 

Menlo Worldwide

 

What does it mean that my order was undeliverable?

Occasionally packages are returned to us as undeliverable. When the carrier returns an undeliverable package to us, we issue a full refund (including shipping charges). If you suspect your order cannot be delivered as addressed and you have not received confirmation of its return or refund after 4 weeks from the estimated delivery date, please contact us using the link near the bottom of this page.

Our carriers may deem a package undeliverable for one of the following reasons:

Incorrect Address.

If the address is incorrect or outdated, the package is typically returned to us by the carrier or the unintended recipient. Please double-check your address carefully when placing a new order.

If an APO or FPO address is entered as an international address, the package will not reach its destination.

Address Format.

If a post office box address was entered in a format our system does not recognize, the package may be shipped through a carrier that cannot deliver to a post office box. To ensure that such packages are routed through the proper carriers, please enter the box number as "PO BOX" followed by the number.

Other Address Problems.

If the order is being shipped to a prison, there may be delivery restrictions associated with the items or shippers. These restrictions are determined by the penitentiary and may vary.

In rare cases, it is also possible that the address label became illegible during the shipping and handling process.

Failed Delivery Attempts.

Most of our carriers make three attempts to deliver a package. Packages that contain more than $400 of merchandise may require a signature; otherwise, it is generally up to the driver's discretion to determine whether a signature is required. If the driver feels it is best to obtain a signature and no one is present to accept the delivery after three attempts, the package will be returned to us.

Refused by Recipient.

If a gift recipient is not expecting a gift, they may refuse the package if they believe it was sent to them in error. If you still want to send these items, you may want to let the recipient know that a surprise is on the way.

How do I place an order?

Placing an order with SportsKids.com is easy. There's no need to create an account first. You will have done that once you've placed your first order online or you can call us and we can take care of you over the phone. (We cannot accept orders by fax, or e-mail.)

Finding Items

First you will need to browse or search for the items you would like to order. Whether you're searching for something in particular or just looking to discover something new and exciting, we can help. Simply enter a few words into the All Products search box, and we will show you all matching results. Use the drop-down menu to restrict your search to a particular type of product. You can search by age, brand name or even by price.

You can also narrow your search by using the SportsKids.com navigation. We have two nets of navigation for your convenience. On the left side, you can choose any one of our SportsKids.com departments. We ’ve also created some "tabs" at the top of each page for broader categories. You can actually find all SportsKids.com products from either the top or left navigation. Each department will offer its own customized options to search and browse, located in the top navigation bar, or in the search box to the left. If you're not sure exactly what you're looking for, click the other links in the top navigation bar to browse categories, brands, top sellers, and much more. Or, you can use the key word search at the top of every page.

Need More Information About a Product?

The only information we can give you about a particular item is what we display on the product detail page for that item. Details usually include customer reviews, which can sometimes provide helpful information about content and product compatibility. Links to "buying info" are also provided on the product detail page.

If an item is not available for ordering, we can notify you when it is. On the item's detail page you should see a blue box on the right-hand side labeled "E-mail Me When Available." Note: Signing up does not reserve a copy of the item. When you receive our e-mail notification, you will need to return to our site to order.

Keyword search boxes are located on every page of our store. You will also find links to browse lists and more detailed product-specific searches in the top navigation bar. When you find an item that interests you, click the title or name of the item to see its product detail page. Here you will find more information about the item, including an estimate how long it will take before the item will be ready to leave our fulfillment center. If no time is listed, then it ’s an item that is usually available to ship within several business days.

Adding Items to Your Shopping Cart

If you want to order an item from SportsKids.com, click the "Add to Shopping Cart" button on the item's product detail page. Once you've added an item to your Shopping Cart, use the cart's top navigation bar or the "Continue shopping" button to keep searching or browsing until your cart contains all of the items you want to order. You can access the contents of your Shopping Cart at any time by clicking the Shopping Cart icon at the top of every page of our store.

Proceed to Checkout

Take a moment to review all of the items you've placed in your Shopping Cart. If you decide that you don't want to purchase a particular item right away, or want to change the quantity you ’ve chosen, simply click the "remove" box and change the quantity as appropriate and then click the "recalculate" button under your cart. The changes will be automatically made. When you're ready to place an order for everything in the "Shopping Cart Items--To Buy Now" section of your cart, click the "Checkout" button. You will be taken to the first page of the order form.

The instructions below outline each step of our online order form.

Signing In

If you already have an account, please login so that all of your saved information will be entered for you. If you ’re a new customer, simply fill in the information as asked for.

Enter the Address

You can send your package anywhere in the world. If you want to send it someplace other than your billing address, please check the appropriate button at the top of the page.

The first page is for your billing information. This must match exactly the billing information for the credit card/bank statement that you plan to use. If this is the same address as the shipping address, then you ’re ready for the next step and click "continue".

If you want the package shipped to a separate address from your billing address, tell us the address on where you would like to ship your order, and let us know if any of the items are to be gifts. If possible, try to always give us a physical address because it makes shipping easier and faster. However, if you are shipping to an APO or FPO address, that ’s okay too. If you are shipping to a post office box, please enter the words "PO BOX" before your box number to ensure that the order is delivered by the U.S. Postal Service. The USPS is slower than UPS, but they will get the package to you.

select a Shipping Method

Consider how quickly you would like to receive your order, and choose a shipping method.

Provide a Method of Payment

Next, let us know how you would like to pay for your order. We accept Discover, Master Card, Visa, American Express, Visa Check Cards, SportsKids.com gift certificates, or a check, money order, or cashier's check denominated in U.S. dollars and drawn on a U.S. bank. All orders must be prepaid. If you're paying with a credit card, enter the number without spaces or dashes.

Review and Submit Your Order

Check the accuracy all of the information you provided and make any necessary adjustments. When you are ready, click the Place Your Order button to submit your order. Once you place your order, we will send you a confirmation e-mail message. We will send you another e-mail message at the time of shipment. If you paid by a credit card, you will not be charged until your order is shipped.

Tracking Your Order

If you would like to review or change something about the order you placed before it enters the shipping process, please contact us. You can follow and track your order through Your Account on the top of all store pages.

What do I do if I have a problem making my order?

Your business is important to us. If you are receiving an error message or having other difficulties completing our online order form, please read through the suggestions below. Also, please feel free to contact us.

Unsure if your order went through?

Sometimes an order will be successfully submitted even if you get an error message on the last step. Please check the list of recent orders in Your Account before attempting to place the order again.

Empty Shopping Cart.

If your Shopping Cart is empty or items are missing from it, it is likely that you are not logged into your account.

Error message on payment page.

Make sure that you have selected the correct credit card type and expiration date from the dropdown boxes. Verify that the credit card number was entered correctly, without any spaces or dashes. If you are using a new (or recently reissued) credit card, please be sure that you have activated the new card before entering it into the order form.

ZIP code and state do not match.

This error message may be related to the way you entered the name of the state. Try entering the full name of the state, or the abbreviation without periods. For example, enter "California" or "CA" instead of "Ca." or "Calif." Otherwise, make sure you have entered the ZIP code without any spaces. To verify that the ZIP code is correct, visit http://www.usps.com/zip4/

Gift certificate or promotional claim code is not accepted.

First, be sure that you are entering the claim code exactly as it appears on your gift certificate or promotional offer, and that the code has not expired. If the code is correct, then it is likely that your order does not meet the qualifications for using the gift certificate or promotional code. If that ’s not the case, please contact us.

Gift certificate or promotional claim code is "already redeemed."

You need to enter your claim code into the order form only once to redeem those funds. If you are receiving an error message that indicates your claim code has already been redeemed, you should see that these funds are already listed on the "Payment" section of the order form.

Page keeps looping back or is not updating.

If you are being looped back to the same page on the order form, or the form is not updating when you make changes, this may happen if your Web browser is caching, or storing, an old copy of the page. You can force your browser to update the page by holding down the Shift key on your keyboard and simultaneously clicking the Reload or Refresh button on your browser.

System Error. These errors usually occur for only a short time. Please return to our Web site and try again later.

Other troubleshooting tips.

If your problem is not listed above, it's possible that one of these suggestions may help:

  • Refresh the page.
  • If a page loads only halfway or takes a very long time to load, clicking the "Stop" button at the top of your browser and then clicking "Reload" or "Refresh" often solves the problem.
  • Clear your cache.
  • Most Web browsers temporarily store a local copy of every page you visit. Clearing your cache deletes those files and makes room for new ones. Go to the "Cache" or "Temporary Internet Files" option on your browser (on Netscape, go to "Options" and choose "Network Preferences"; if you use Internet Explorer, go to "Tools" and choose "Internet Options"), and delete the files stored in your cache.
  • Use the Standard Server.
  • If you have trouble accessing the order form, or if the order form causes an error on the final step, trying the transaction over the Standard Server will usually allow the order to go through. If you need to submit a new credit card number, enter just the last five digits on the order form; after you submit the order, we will display on the screen the number you can call to submit your complete credit card details.

If none of these suggestions solves your problem, please contact us. Please include as much information in your message as possible, including:

  • What point in the ordering process is causing you trouble?
  • If you are receiving an error message, what does it say?
  • What items are you trying to order?

Our Customer Service department will be happy to assist you.

What type of payment does SportsKids.com accept?

SportsKids.com accepts American Express, Discover, MasterCard, Visa, Visa Check Cards, SportsKids.com gift certificates, and checks, money orders, or cashier's checks denominated in U.S. dollars and drawn on a U.S. bank. We do not currently accept direct wire transfers or Smart Cards.

How do I use a Gift Certificate?

You can use a gift certificate to pay for almost any item sold by SportsKids.com.

All you need to redeem your gift certificate is your claim code. Here's where to find that string.

  • On paper gift certificates: to the right of the words "SportsKids.com"
  • On e-mail gift certificates: beneath the gift message and above the expiration date
  • On e-mail gift certificates sent with an e-card: in the e-mail that is sent separately from the e-card

If you want to redeem your gift certificate when you place a new order, just add items to your Shopping Cart and place an order via our order form. You will be asked to enter the claim code on the order form.

You may only use one gift certificate on any single order. Please note that promotional certificates may have restrictions that limit you to one per purchase.

If your gift certificate covers the cost of your order, we will place the balance in your gift certificate account. The next time you place an order via our order form, you will be given the opportunity to use those gift certificate funds. Unused gift certificate funds will remain in your account until the expiration date. You may check your balance any time through Your Account.

If the cost of your order exceeds the value of your gift certificate, you will be given the opportunity to provide a credit card number to pay for the balance, to redeem another gift certificate, or to change your order. We cannot accept check payments for the balance of gift certificate orders.

Problems with a Gift Certificate?

If you lost your gift certificate or never received it, we can help. In the case of e-mail gift certificates, it is possible that the recipient either accidentally deleted the e-mail or that they are blocking e-mail from SportsKids.com. Users of ISPs such as AOL and Hotmail have the option of blocking all e-mail messages that originate outside of their domain. If the gift recipient's e-mail address includes one of these domains, please contact them first to make sure their e-mail is configured to accept e-mails from SportsKids.com.

To request that a gift certificate be resent, please contact us with the following information:

  • order number (if possible)
  • recipient's name (or giver's name, if the recipient is contacting us)
  • street or e-mail address to which the gift certificate was sent

We will contact you by e-mail once we have canceled the original gift certificate and issued a new one.

Please note: If the gift certificate needs to be sent to a different address, we must receive this request from the original purchaser of the gift certificate.

If you are having trouble using your gift certificate to pay for an order, be sure that you are entering the claim code exactly as it appears on your gift certificate, and that the code has not expired. If the code is correct, then it is likely that your order does not meet the restrictions stated in our fine print (below).

If you are receiving an error message stating that the gift certificate has already been redeemed, please be aware that you only need to enter the claim code once to redeem your gift certificate, even if you don't complete the order right away. You may check your current balance any time through Your Account. You should see the gift certificate funds reflected in the order cost summary that appears on the final page of our order form, just before you submit your order.

If you lost your gift certificate or never received it, we can help. In the case of e-mail gift certificates, it is possible that the recipient either accidentally deleted the e-mail or that they are blocking e-mail from SportsKids.com. Users of ISPs such as AOL and Hotmail have the option of blocking all e-mail messages that originate outside of their domain. If the gift recipient's e-mail address includes one of these domains, please contact them first to make sure their e-mail is configured to accept e-mails from SportsKids.com.

To request that a gift certificate be resent, please contact us with the following information:

  • order number (if possible)
  • recipient's name (or giver's name, if the recipient is contacting us)
  • street or e-mail address to which the gift certificate was sent

 

We will contact you by e-mail once we have canceled the original gift certificate and issued a new one.

Please note: If the gift certificate needs to be sent to a different address, we must receive this request from the original purchaser of the gift certificate.

If you are having trouble using your gift certificate to pay for an order, be sure that you are entering the claim code exactly as it appears on your gift certificate, and that the code has not expired. If the code is correct, then it is likely that your order does not meet the restrictions stated in our fine print (below).

If you are receiving an error message stating that the gift certificate has already been redeemed, please be aware that you only need to enter the claim code once to redeem your gift certificate, even if you don't complete the order right away. You may check your current balance any time through Your Account. You should see the gift certificate funds reflected in the order cost summary that appears on the final page of our order form, just before you submit your order.

The Fine Print for Gift Certificates

  1. Gift certificates and unused portions of gift certificates issued after 12:01 a.m., July 1, 2002, expire two years from the date of issuance, which is the expiration date included on the gift certificate.* All gift certificates issued prior to that date expire one year from the date of issuance.*
  2. Gift certificates must be redeemed through the SportsKids.com Web site, http://www.sportskids.com, toward the purchase of products listed in SportsKids.com's online catalog.
  3. Gift certificates cannot be used to purchase gift certificates.
  4. Gift certificates are not redeemable for cash and cannot be returned for a cash refund.
  5. Any unused balance will be placed in the recipient's gift certificate account and is not transferable.
  6. If your order exceeds the amount of your gift certificate, you must pay for the balance with a credit card.
  7. Gift certificate cash value is 1/10 of one cent.
  8. Gift certificates and their use on the SportsKids.com Web site are subject to SportsKids.com's general Conditions of Use and Privacy Policy.
  9. We are not responsible for lost or stolen gift certificates. If you have any questions, please visit the SportsKids.com online Help department.
  10. SportsKids.com will have the right to close customer accounts and request alternative forms of payment if a fraudulently obtained gift certificate is either redeemed through the SportsKids.com Web site or is redeemed and used to make purchases on the SportsKids.com Web site.
  11. REAL ESTATE SETTLEMENT CORPORATION, SPORTSKDIS.COM AND THEIR AFFILIATES MAKE NO WARRANTIES, EXPRESS OR IMPLIED, WITH RESPECT TO GIFT CERTIFICATES, INCLUDING WITHOUT LIMITATION, ANY EXPRESS OR IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. IN THE EVENT A GIFT CERTIFICATE CODE IS NON-FUNCTIONAL, YOUR SOLE REMEDY, AND OUR SOLE LIABILITY, SHALL BE THE REPLACEMENT OF SUCH GIFT CERTIFICATE. CERTAIN STATE LAWS DO NOT ALLOW LIMITATIONS ON IMPLIED WARRANTIES OR THE EXCLUSION OR LIMITATION OF CERTAIN DAMAGES. IF THESE LAWS APPLY TO YOU, SOME OR ALL OF THE ABOVE DISCLAIMERS, EXCLUSIONS, OR LIMITATIONS MAY NOT APPLY TO YOU, AND YOU MIGHT HAVE ADDITIONAL RIGHTS.
  12. SportsKids.com reserves the right to change these terms and conditions from time to time in its discretion.

 

* Does not apply in California, Connecticut, Maine, or Massachusetts; applies in New Hampshire only for gift certificates over $100. Expiration date does not apply in any other states where prohibited by law.