Customer service

Dear customer, if you are in this section it is because you have doubts about the orders and shipments. Here we give some answers to the most frequently asked questions.

▶ What types of delivery are present on SportIT.com?

SportIT provides two types of delivery:

- Delivery: the order is brought to the comfort of your home by courier

- Click and collect: order is brought in a cabinet of the withdrawal of Inpost, and you can go when you want to withdraw it

▶ How can I know if the order has gone to a good end?

On SportIT.com at the closing of the order, a screen will appear that says “Thank you for having made the order”. Then, you receive few moments later, a confirmation email with the order summary. If you have not received the mail, try to check the junk mail folder (Spam): sometimes, the confirmation email end up there. If you do not find even in the spam, you can request it to Customer Service SportIT.com via e-mail (servizio.clienti@sportit.com).

▶ I've just made an order, how will I receive the goods?

SportIT.com guarantees delivery times of between 1 and 3 working days. Only orders with “cross-docking” needs a few more days (7-15 days depending on the provider). If you want to know with certainty when you will be delivered your parcel, can you check it is in the shopping Cart, before proceeding with the payment, is in the order Receipt that you receive via e-mail.

▶ What couriers ship SportIT?

SportIT.com he works with the biggest Italian and international couriers like GLS, DHL, SDA.

▶ Shipping is always free?

On SportIT.com shipping is free for all orders that exceed the total amount of 39,90 euro. Below the threshold of € 39.90, the contribution charged to the customer is of 3,99 euro. And’ provided a contribution of 3 euro if you choose as mode of payment “Cash on delivery”, regardless of the order total. Attention: the shipping and in some places difficult to reach may require a contribution of shipping, reported, however, in the shopping cart before payment and confirmation of the order.

▶ Is it possible to ship my package overseas?

SportIT.com delivery all over the world. Shipping charges will be shown in the shopping cart before proceeding with payment. For shipments abroad, it is not possible to select the payment method “Cash on delivery”. Attention: for overseas shipments, in the case of a return of the product to the right of withdrawal, upon receipt of the return, and will not be charged back the shipping costs but only the value of goods shipped. For shipments destined for locations outside the Eec, where the customs imputasse of the costs, these are charged to the customer. If you want an assessment contact the customer service via e-mail, indicating the items and the destination. In case of refusal of the parcel at the destination, no expenses will be reimbursed, neither forward nor return, will be repaid in the value of the goods.

▶ Can I select a time for delivery of my parcel?

No, it is not possible to select a time for delivery of the package. If you wish to request an additional service for a fee, please contact Customer Service for a verification of the feasibility of the service.

▶ Where is my parcel? How can I trace the shipment?

SportIT.com automatically sends you an email with the tracking number as soon as delivering the package to the courier. And this happens whether you have made the order from “registered” or “unregistered”. If you want to check the status of your shipment, all you have to do is click on the link in the email to access the page of the courier relating to your order. If the link fails to open or is very slow, copy and paste the tracking number on the website of the carrier reference, to check to what stage is your order. If you have made the order to be registered, i.e. by entering a username and password, you have the advantage of being able to access the tracking through a simple click from your profile. But be careful: if you registered after you made the order with “not registered”, you will not have access to the tracking feature and you will not see the order in your customer area.

▶ I have not received the tracking number, why?

SportIT.com sends automatically via e-mail the tracking number and, sometimes, this email may end up in your junk mail (spam). Check your junk mail folder, the tracking could be there! But be careful: check with which email you made the order, and if this e-mail was correctly written. In the case of the wrong address, please contact Customer Service SportIT.com to get the tracking and correct the mail. If you have not received, but you made the order from “registered”, you just need to enter the order within your profile to find out the tracking. If, instead, you did the order not to be registered, please contact the Customer Service of SportIT to receive it.

▶ I received the tracking but it does not work. Why?

This happens when you check your tracking too soon. The tracking number is assigned as soon as SportIT.com delivery the package to the courier. As long as the package does not arrive at the venue of the sorting, the tracking is not updated. We recommend that you check the tracking the day after receipt of the mail to get the real location of your parcel. If the tracking is not working within 48 hours from the receipt of the email, write a mail to our Customer Service SportIT (servizio.clienti@sportit.com) that will strive for the immediate verification of the shipment.

▶ The courier I will phone to arrange delivery of the parcel?

No, the courier will make two passes at your address, but will not contact you by telephone prior to delivery. The notice by telephone is an additional service for a fee that you can ask the Customer Service of SportIT. Write an e-mail (servizio.clienti@sportit.com) quoting in the subject the order number and your request, or contact us by telephone once an order is placed.

▶ The courier has passed for the delivery, but I have found at home.

No problem: the courier SportIT.com pass two times at your home, then the package goes into storage. Once the package is in storage, you will be contacted by Customer Service SportIT.com that will make you receive the parcel as soon as possible.

▶ I saw on the tracking that the package is in storage: as the release?

The stocks are viewed daily by our operators, who will contact you for address verification, or of the problems that have emerged. If you see that your stock has been stagnant for more than 48 hours, please contact Customer Service via e-mail (servizio.clienti@sportit.com) indicating in the subject the order number and the words “Parcel undelivered”.

▶ I made an order, but I don't want home delivery, but I want to pick up the package in the office by the courier.

No problem! Once that is done the order, write a mail to our Customer Service SportIT.com (servizio.clienti@sportit.com) indicating your order number (which you received via email) and request “hold at Depot”. To the rest of us: you don't have to check the tracking to know when the parcel will be in place, ready for pick-up at a home SDA or GLS. Attention: it is not expected the mode of the Retainer Deposit at the post office.

▶ The parcel is late, what do I do?

If the parcel is not yet delivered within the promised time frame in the order confirmation, check the tracking to see if there was some problem in the delivery. Then immediately reports the problem to the Customer Service SportIT.com via e-mail (servizio.clienti@sportit.com) indicating in the subject the order number and the words “Delayed delivery”.

▶ What is the delivery at a locker-locker (mode of delivery “Click and collect”)?

SportIT.com it offers you the possibility to withdraw your parcel at the many collection points InPost scattered all over Italy. If you want to take advantage of this delivery method, select “Locker” in the shopping cart, when the option is available, and choose the locker closest to you. When the product will be the collectible, you will receive a QR code on your phone, and an e-mail, to open the locker and collect your parcel. Attention: the products are very bulky (for example, fishing rods, accessories, and fitness machines) may not be shipped with this mode. If you have any questions, please contact the Customer Service of SportIT.

▶ The courier has informed me that the parcel is “scondizionato” what can I do?

The term “scondizionato” has, in technical jargon, many meanings. Can indicate a package completely compromised, or a simple dent. When the courier is about to deliver a package visibly scondizionato, he is always the pack “with reserve” in order to protect yourself in the event of a broken product, defective, or non-compliant. Then, it communicates immediately to the Customer Service SportIT.com (servizio.clienti@sportit.com) to receive the parcel scondizionato. Also attached a photo of the package scondizionato to allow us to verify the extent of the damage.

▶ I received the package, but it lacks of the goods, or the goods are broken or have defects. What do I do?

Please refer to the section “Returns and refunds” to discover the procedure of return, replacement and refund of the products. SportIT.com is always at your disposal to solve any problem concerning the delivery.

▶ From the tracking the parcel is “Delivered”, but I have not received the goods what should I do?

Please immediately contact the Customer Service SportIT.com that will forward proof of delivery and to make the necessary checks to ensure that you regularly receiving your package.

▶ Why haven't I received the receipt?

SportIT.com it does not send a receipt. To do faith is the order confirmation that you received via email as described in the Law of the Consumer (article 1, paragraph 1 of the Ministerial Decree of 21.12.1992). The order confirmation shall be valid to all the effects for any warranty claims on products sold by SportIT.com.

▶ You can block a shipment? If yes, by when?

Yes, if the order was not yet party you can block the spedizionetelefonando to Customer Service SportIT.com.

▶ You can add or remove a product after you close an order?

Yes, SportIT.com it gives you the ability to add or remove products from your order, even after the closure of the same order, provided the order has not been already given to the courier. If you made the order from “Registered” you can proceed on their own from your profile only by removing the products. To add products you will need to contact a Customer Service agent. If you made the order from “Not Registered”, please contact Customer Service SportIT.com to speak with an operator. Our operators will update the amounts, and shall perform refunds, if due.

▶ I have not received the invoice. And’ possible to receive the invoice?

Certainly. You simply have to select “I Wish to receive the invoice before closing the order, inserting your data. It is important to write without errors the name of your company.

▶ Do I have to make a claim. Who can I turn to?

If you have had problems with the delivery, with the products, with a warranty, Customer Service SportIT.com is always at your disposal via e-mail, chat and phone.