Free Shipping On All Orders over $100!
30-Day No-Hassle Returns!
Order Confirmation and Shipment:
As soon as your purchase a product and place your order, you will receive an automated confirmation email from us. All products ship out within 1-5 business days unless otherwise noted. If the item you ordered is unavailable or on backorder, we will void the pre-authorization and reach out to you via email. Items in stock can take 1-5 business days to ship. After the order is processed and shipped from our warehouse, you will receive a tracking number via email. With the tracking number, you can track your package and get an estimated time of delivery. If you do not receive a confirmation email or a tracking number, feel free to contact us at firstname.lastname@example.org. All canceled or returned orders are subject to a 10% to 25% restocking fee.
Before accepting any package, be sure to thoroughly inspect your item for damages. In the event that your package is damaged, take photos of the item and send them to email@example.com. We will process the insurance claim on your behalf and pick up the cost of the return shipment.
30 Day returns and cancellation policy:
Refunds on canceled orders will be paid back to the card that the order was placed on. You have 30 days from the day the order was placed to return your product. Most products will not be charged a restocking fee, however, some manufacturers require that we charge a 10% to 25% restocking fee. If a delivery is refused for any reason other than a damaged product, a 15% restocking fee will be charged to the card on file. Returns are accepted within the first 30 days of purchase but are subject to a restocking fee from certain manufacturers. All returns after 30 days will not be accepted. There is a 25% restocking fee for all BATA products. There is a 20% restocking fee for all Fisher Athletic products. All Sports Attack products are subject to a 15% restocking fee. All customers will be required to pay for return shipping.
Our goal is to keep the ordering process as simple as possible. Shipping times vary from 1-3 business days and delivery time varies between 3-10 business days if your product is in stock.
Please read through this instructional guide so you can understand how the process works and what you should expect to happen once you place your order with us.
- You will receive an order confirmation email as soon as you place your order. This means that we have authorized your credit card for the purchase and are preparing your order for shipment.
- As soon as we receive your order, we automatically reach out to our warehouse to confirm that it is in stock and available for immediate shipment.
- If your item is on backorder or unavailable, we will reach out to you via email.
- If your item(s) are available for immediate shipment, we will process the charges and submit the order for shipment.
- If your order is stock and your credit card is approved by our fraud guarantee department, the product ordered will ship within 1-5 business days from the date of your order.
- We will send you the tracking information within 24 hours to the email address you provided when checking out.
- We ship daily via UPS Ground, Fed-Ex Ground, and Freight to the lower 48 states. Most all orders will ship the same day as ordered if the order is submitted before 1 pm PST (some exceptions apply, some part & freight orders may not ship until the following day).
- Some parts orders and freight shipments are subject to ship the following business day if the order is placed close to the 1 pm cut-off time.
- Shipping costs are included with any unit going ground to the lower 48 states.
- We do not offer Cash On Delivery.
- A phone number is required by the freight company so a delivery appointment can be made.
- Failure to provide this at the time of order may cause a delay in delivery as freight items will not be delivered without an appointment.
- A delay in delivery may also cause additional storage fees to accrue that will need to be paid prior to delivery.
- Due to COVID-19, please allow an additional 7-14 business days for fulfillment and shipment.
- We only ship within 48 continental USA states.
- Please inspect the packaging of your items when they arrive.
- If there are any products damaged upon arrival, you can file a warranty claim to get replacement parts for anything that's damaged.
- If your item(s) do arrive damaged, please send photos to firstname.lastname@example.org and we will process an insurance claim on your behalf.
Cancellations & Refunds:
- All orders canceled are subject to an administration fee equal to 15% of the total order amount, whether or not your order has shipped. This is a fee that covers administrative and personnel fees.
- If your item is on backorder and you accept the backorder, we will hold your payment until the product ships. If you decide to cancel before a backorder arrives and is processed for shipping, we will not charge a fee.
- If your order has shipped, you (the buyer) will be responsible for actual return shipping charges. Refunds will only be issued to the original credit card that you use when placing your order.
- All orders canceled due to COVID-19 are subject to a 5% cancellation fee.
- From time to time, a product may run out of stock at our warehouse and the website wasn't updated when you placed your order. In that case, we will send you an email right after you place your order notifying you of the backorder, the expected arrival time, and what substitutes are available in case you are interested in getting a bike sooner.
- The expected arrival time may change due to unforeseen circumstances like a shipment getting held up at the port upon arrival or the factory missing a certain part needed to complete the manufacturing process.
- If the arrival time changes on your order, you can let us know whether you would like to keep the order, substitute for a different product, or cancel the order altogether.
- Once back orders arrive, we will notify you by email with your estimated ship date and you will receive an email with tracking information within 1-3 business days.
This section will give you the essential information about what to expect with the delivery of your item. If you purchased one of our large and heavy items your item will ship freight LTL will be delivered via a lift gate truck.
Important Freight LTL Shipment
- When the item reaches your city or a city near yours the dispatcher will call you to set up a future delivery date and time with you. The item will not be delivered until you set up this appointment.
- You need to be at the delivery address during the delivery window to receive and sign for the item.
- The dispatcher will let you know what dates they have available. Delivery appointments can only be scheduled Monday thru Friday. The delivery times can only be scheduled in delivery windows of 8 am - 12 pm or 12 pm - 4 pm. Depending on the freight company the delivery window may differ. Fixed delivery time cannot be scheduled. Example 9:00 am. It can only be scheduled in a delivery window time frame.
- Please make sure the phone number you entered at checkout is a good number to contact you at.
- Don't screen your calls until your item has been delivered.
- The item will be delivered via a lift gate truck with one delivery person. It will be placed at your door or in the closet area near your door. Due to the large size, it may not be possible to be placed at your door.
- Be sure to keep all your packing materials including the pallet. If you decide to return the item you will need to have all the original packing materials.
How to Handle Exceptions or Discrepancies at time of Product Delivery (Carton packaging appears to have some damage such as ripped, holes, large dents, open carton, or items are missing):
- Carton damage requires visual inspection of the contents of the unit.
- Elite Sports Equip.com recommends IMMEDIATE inspection, with the driver present, to verify the damage. If contents are damaged, indicate damage on the carrier’s paperwork and notify Elitesportsequip.com immediately.
IMPORTANT: If contents cannot be inspected immediately, notation on the carrier’s paperwork must state: “Carton damage, subject to inspection” and list the type of damage.
- Contents must be inspected within 48 hours of arrival and actual damage reported to the carrier
Carton packaging has excessive damage with the exposed product:
- Refuse shipment
- Sign carrier paperwork: “Carton damaged and refused”
- Notify Elitesportsequip.com immediately.
If you have any further questions about the ordering and shipping process, feel free to contact us by email at email@example.com.