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Frequently Asked Questions:
Q. Can I change or cancel my order once it has been placed?
A. When an order is placed it is considered "live" and is in the process of being filled. For this reason orders cannot be altered.
Q. How will I know when my order has shipped?
A. A tracking number will be sent to the email address you provided once the order has shipped. If you created an account while checking out or already have an account you will be able to log in and check order status at any time.
Q. Where are you located?
A. We ship from several locations throughout the United. (California, Texas, Ohio, and New York)
Q. Do you have a phone number I can call and place an order?
A. In order to save you money we only accept orders online.
Q. When ordering a ball, can I request special pin placements or top weight?
A. Sorry, but we cannot accept any special requests.
Q. Why are there charges on my credit card when the order has been declined?
A. When your bank declines a charge it puts the money on hold. These pending charges usually clear within 24-48hrs depending on the bank. Please remember that we do not approve or decline credit cards. These transactions are automatically sent to your bank for approval.
Most common reasons why transactions are declined:
- The billing information you provided does not match what your bank has on file for you. The most common problem is the zip code.
- Card code is incorrect. Visa / MasterCard / Discover (last 3 digits on back of card) American Express (4 digits on front of card)
- Insufficient funds.
Q. When I go into my account it shows no order history and I just wanted to be sure that my order went through. How do I track it?
A. You cannot view your order status/history because at the time you placed your order, you checked out as a Guest and did not create an account. Creating an account after the order is placed does not allow you to view the order you had already placed. If you have provided us with your correct email address, you will be sent an email with the tracking information once your order is shipped.
Q. After going back to your website to order something else, your "My Account" section would not accept my e-mail address.
A. You cannot login to your account because at the time you placed your order, you checked out as a Guest and did not create an account. Creating an account means you need to provide a password.
Q. When will my order be shipped?
A. Orders are usually shipped 1 business day after they are placed. Our order cut off time is 5pm PST (Mon-Fri). If you place your order at 4pm on Thursday, your order will be shipped out on Friday. Delivery time is calculated by Shipping Days (Business Days). If you selected 6 Shipping Days as your shipping option, your 1st shipping day is the following Monday. The day that your package is picked up by our carrier does not count as 1 shipping day. In this example, your package was picked up on Friday.
Q. Why was I charged $3.00 shipping if it was supposed to be free shipping?
A. You had selected the shipping method that has the Signature Required Service feature. ($3.00)
All our shipping options were presented to you at the time of checkout.
Q. How do I exchange my shoes? I purchased the Perfect Fit Plan.
A. If you have purchased the Perfect Fit Plan, do not send the shoes back at your own cost. Contact us and we will email you a printable Pre-Paid Shipping Label to pick them up from you. Once we receive the shoes back, we will process your order base on your request. In the case of an exchange, we will ship out the new pair at our cost.
Q. How do I exchange my shoes? I did not purchase the Perfect Fit Plan.
A. You have two options.
OPTION 1 - To speed up the exchange process, you can place a new order for the shoes you want. Send the shoes you don't want back to us for a refund. The two orders should be treated as two separate orders.
OPTION 2 - Send the shoes to the address provided below. When we receive your package, your order will be handled according to your request.
Please also refer to our Return/Exchange Policy.
-Write your Order # on the outside of the box.
-Include a note stating why the item is being returned. If you are exchange the shoes to a different size using OPTION 2, please include a check or money order for $10.95 to cover the shipping cost of shipping the new shoes to you.
-1 ball tote = $10.95
-1 pair of shoes = $10.95
-1 ball roller = $16.95
-2 ball roller = $21.95
-3 ball roller = 24.95
-4 ball roller = 29.95
-1 ball = $19.95
Return Address:
Returns
175 Commerce Circle Ste. A
Sacramento, Ca. 95815
Important Notice: Products returned must be new, unused and in unmarked manufacturers packaging surrounded by a protective outer packaging. Your original order number must be clearly marked on the outer packaging. All items not meeting this criteria will be refused.
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