Shipping policy
Shipping Policy:
PROCESSING TIME VS SHIPPING TIME
Please note that processing time is different from shipping time and should be added to the total delivery time. Orders are considered custom pre-orders and are ordered, decorated, processed, packed, and shipped.
After your order has been decorated and processed, the order will be ready for dispatch and then your package will be sent. An email with your online tracking information will be available on our website once shipped.
In very rare instances, it may take longer than the expected time frame. During busy times like holidays, promotions or other instances processing time might take longer. We do our best to deliver as fast as possible and seek your understanding and patience during such events.
CANCELING AN ORDER
Once an order is placed, we will not be able to cancel it.
UNCLAIMED ORDERS
We are not responsible for any packages returned to us as refused, unclaimed, undeliverable, or because of incorrect or insufficient address.
If you notice an incorrect or insufficient address when receiving the confirmation email, email us back as soon as possible at sales@turn2sportsllc.com.
Once we process the order we are not able to change the address and we are not to be held responsible for incorrect or insufficient addresses.
LOST MAIL:
We encourage buyers to pay for the shipment level that best fits your agenda. If you are looking for full insurance on a package, please reach out to pay for it during checkout. If a piece of mail is lost or stolen, we cannot guarantee a refund from the parcel company.
CUSTOM / DUTY FEES FOR INTERNATIONAL BUYERS
Customs fees are the responsibility of the customer. Please check with your local customs agency regarding fees. Also, kindly note that on rare occasions; customs agents may delay delivery of some packages.
SEPARATE PACKAGES
In some instances, an order may be split into different packages for any of the following reasons (or more):
- Certain items may be on backorder, or preorder release dates may vary. Items are shipped together, in one go by default, once all items are in hand. However, if a buyer pays for a split shipment fee at checkout, Turn 2 Sports LLC will ship in split shipments according to the order's availability.
- Weight restrictions for regular shipping imposed by the post office may affect different split shipments.
- Different boxes fit different items / packed in different boxes for better protection of items sold may cause split shipments.
Peak Season Delays
Due to high volume in sales during the months of July - October we ask that you remain patient. Our customers are important to us and we strive to make you happy. With that said, shipping times may take longer than expected, but we guarantee that your goods will come and you will remain a loyal customer. Thank you.
You can always contact us for any return question at sales@turn2sportsllc.com
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Chargebacks:
We do not take chargebacks lightly, and it is a breach of our customer user agreement with our business. Any funds held by Turn 2 Sports LLC will be used as collateral for the chargeback and we will under no circumstances refund prior to the bank's decision.
Fraudulent Orders:
If an order is deemed to be fraudulent by Shopify's fraud detection, Turn 2 Sports LLC will reach out via the information provided/gathered to the actor that made the purchase. Turn 2 Sports will communicate the detection of fraud, and notify the actor that the order will be canceled and the funds will be held in reserve in accordance with our Chargeback Policy. Turn 2 Sports will not refund fraudulent orders until the bank resolves the matter in good faith as a middleman/arbiter.