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
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
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.
If for some reason a package that was shipped and tracked was not received, due to an address error or logistics mishap,
you may claim non-receipt of this package within 15 days after a tracking number was assigned. We may, at
our discretion, extend this period for extenuating circumstances, but from 21 days after a package is marked delivered, FedEx
will no longer assist us in tracing its whereabouts, and at that point we can no longer be held responsible for it.
If your package has not
arrived in a reasonable amount of time after the package was shipped, please, notify us as soon as possible or we may
be unable to help.
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
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
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
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
U.S. Postal Service
DHL Worldwide Express
- Package Tracking: http://www.dhl-usa.com/tracking
- Phone: 1-800-225-5345 (U.S.
- 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
ABF Freight System, Inc.
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
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
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
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
In rare cases, it is also
possible that the address label became
illegible during the shipping and handling
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
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.)
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
Need More Information About
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
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
Adding Items to Your
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.
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
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
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
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
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
- 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,
- 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
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
How do I use
a Gift Certificate?
You can use a gift
certificate to pay for almost any item sold
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
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
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
Problems with a
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
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
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
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
will contact you by e-mail once we have
canceled the original gift certificate and
issued a new one.
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.
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).
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
- 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.*
- 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
- Gift certificates cannot be used to
purchase gift certificates.
- Gift certificates are not redeemable
for cash and cannot be returned for a cash refund.
- Any unused balance will be placed in
the recipient's gift certificate account and is not
- If your order exceeds the amount of
your gift certificate, you must pay for the balance with a
- Gift certificate cash value is 1/10
of one cent.
- Gift certificates and their use on the
SportsKids.com Web site are subject to
SportsKids.com's general Conditions
of Use and Privacy
- We are not responsible for lost or
stolen gift certificates. If you have any questions, please
visit the SportsKids.com online Help department.
- 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
- 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.
- 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.