Help & FAQ's

Shopping

  • How reliable is product availability?

    Product availability is updated daily, in case of an availability problem where the number of orders exceeds the current stock level, you will be informed by email of phone with a status update and expected availability time for your order providing we have it.

  • Will Pro-Direct Soccer re-stock sale items?

    Often items will be reduced in price once that line/colour way has been discontinued by the manufacturer. However this is not always the case, many Multibuy offers run for the season, but stock may be limited!

  • Do Pro-Direct Soccer price match?

    Although we don't price match we do have regular promotions throughout the season including Multibuy offers and regular reductions on different items every month.

    Please check the website regularly or call our sales team, stocks will be limited!

  • If I pre-order an item will I receive the item on the release date?

    If you pre order an item, the date provided is the date that this item is due into our warehouses, providing it does come in on the date provided your order will more than likely be shipped the same day, excluding orders that have personalization on them - We ask that you allow from 7 - 10 business days for personalisation to be complete.

    However, if we do not get the item ordered in on the date provided to us by the manufacturer, you will be informed of this and given a date on when we should receive the item next.

  • Can I order by email or fax?

    We do not except orders by fax/email, due to the obvious security issues with supplying personal details in this manor. We will certainly accept initial enquiries this way, but the final ordering must be processed on our secure website.

  • How can I cancel an order?

    Once an order has been validated and charged we cannot guarantee it can be cancelled. If you wish to cancel and want to check if your order has been validated please contact us ASAP. Please make sure you have confirmation that we have actioned any cancellation request. If the order has already been dispatched you may return it but please check the RETURNS PROCEDURE first.

    Once goods have been personalised an order cannot be cancelled or refunded.

  • Can personalized items be exchanged?

    Please Note: All personalised product cannot be exchanged so please ensure to order the correct size when purchasing. If however, the product is later deemed to have a fault of manufacture your statutory rights remain unaffected, and we will be pleased to offer a refund or exchange according to your wishes, as is normal procedure.

  • The product I recieved looks different to the image on the website/catalogue

    While every effort is made to ensure that products, prices, colours are correct at the time of printing the Catalogues and Pre-Selling on our website, we cannot be held responsible for any errors or product changes. All product images on our website are as accurate as possible, however due to the inconsistency of monitors and screens, colour tones and shades may not be exact to the product.

  • How long will items be on sale for?

    Generally once an item has been reduced it will remain at the lower price until all the stock is sold, the price may even drop further. Some offers Multibuys/Reductions may be for a limited time, but if the order is placed at this price it will be honoured providing stock is available!

  • What happens if a price of an item has changed, after it is ordered but before its shipped to me?

    Once your order is placed and the payment is accepted and validated we cannot change the price, however if the order has not been validated you can cancel and place a new order at the new price.

Orders

  • What is a Pre-Order?

    A Pre-Order is an item that we have ordered from our supplier for a specified date e.g.

    We ordered a new pair of Football Boots for the 1st May

    We can then put this item on our website for sale before this date as a pre order, once we receive the stock in for this item your order will be progressed and sent to you as soon as possible (depending on which delivery service you chose and if you chose to have the item personalized)

    Please Note - Sometimes we may not get the delievery for a Pre Order item in on the date specified but please be assured that we will keep you informed of the progress of the item and when we will receive it.

  • What does Back Order mean and how will I know when I will get my order?

    Back Order means that we have currently not got the item you ordered in stock in the size that you require.

    You will be notified via email of the next delivery date of your order or if we might not be getting anymore in.

  • What does Picked mean?

    The status picked, is when your order is currently being picked to then be ready for shipping to you, you will receive an email to confirm when it has been shipped from us.

  • I have received a faulty item

    We want all our customers to receive top quality goods so if you think there is a fault with an item you have received, please let us know straight away here, selecting Faulty Returns. We will aim to resolve any issue with a faulty item as quickly as possible but we need you to tell us as soon as you discover the fault so we can resolve the issue for you. Please include as much detail as possible about the order and the problem with the goods and we will get an alternative sorted out for you.

    We request all used faulty apparel and footwear to be cleaned prior to returning back to us. Failure to do this will result in us having to send them back to you, as we will be unable to inspect these goods.

  • I have received an incorrect item in my order

    If you have received an incorrect item in your order, let us know straight away here, choosing the Product Received: It’s Incorrect option so we can sort out the problem as soon as possible.

  • An item is missing from my order

    Sometimes we don't send everything you've ordered at the same time, so first of all, check your dispatch note/invoice or dispatch emails to see if any of your items will be arriving separately.
    If the dispatch note/invoice says an item should be in your parcel but it isn't, please get in touch with us straight away here, choosing the Something’s Missing option. Let us know the Order Number and the Product Code or Product Name of the item you wanted, and we'll look into it.

Payment

  • What payment methods are accepted?

    Payment methods available through the website are:

    - Visa Credit
    - Visa Debit
    - Electron
    - Mastercard
    - American Express
    - Switch
    - Maestro
    - Solo

  • At what stage is the payment taken from me?

    The payment is taken once your order has been confirmed so that when it comes to processing your order, it is quicker and more efficient.

    Please Note - we are not liable for any costs incurred by you from your bank or any other company due to you using our website(s) and services.

  • What is a security check?

    The security check has been put in place due to increased anti credit card fraud procedures. It is an automated response from our system when it detects multiple orders within a short space of time. If you had placed a recent order our system notices this and flagged up the new order to be checked to ensure it is not fraudulent or a duplicate.

  • How long does the security check take?

    We usually try to process the security checks straight away but ask that you wait at least 24 hours.

    Confirmation will be sent via email when a decision has been made for your order.

  • You said that the bank had refused authorization to ship my order, but the money has been taken from my account?

    Once your payment details have been entered your bank will place an authorization against the full order amount in your account. Although this will show as a pending amount on your account, it will not actually be taken by us. This pending amount will be release back to your account as soon as the order is cancelled. Please allow 3-5 working days for any amount pre-authorised by your bank to be cleared into your available funds. For orders placed from overseas this may take longer.

Shipping

  • Where do you ship to?

    Packages ship from our distribution center in Atlanta, Georgia.

    Contiguous US States Currently we can ship orders from our US website to the 48 Contiguous US states as well as Alaska and Hawaii.

    US Territories Unfortunately, we currently do not ship packages to US Territories (Puerto Rico, US Virgin Islands, Guam, Saipan, Midway Islands, American Samoa, Federation States of Micronesia).

    For orders to be shipped to US territories and other countries in the Americas (including Canada, Mexico and Brazil) and Caribbean States, please visit our Global website at: www.prodirectsoccer.com

  • When is the latest I can order for Next Day Delivery?

    Monday to Friday Standard Orders:
    4.00pm Eastern Standard Time
    1.00pm Pacific Standard Time


    Monday to Friday Personalised orders:
    When ordered before 12.00 EST (Eastern Standard Time), personalisation adds three business days to your chosen shipping time
    9.00am Pacific Standard Time

  • Has my order been shipped out yet?

    As soon as your order is shipped from our Warehouse, you will be sent an automatic email to confirm that it's on its way. From there it should be delivered within the timescale that you chose when placing the order.

    If your order is track-able you can check it's progress by logging into your account HERE or using the tracking number provided in the automatic email sent to confirm shipping.

    If there have been any issues with your order, you should have received an email shortly after placing your order detailing any issues that may have occurred during the order process.

  • Do / Can you ship outside of the USA?

    No, we only ship within the US but you can order from our UK site and have it shipped to you, However, if you order from the UK site, it will be shipped from the UK.

    Please visit our Global website at: www.prodirectsoccer.com

  • Do you deliver to work addresses?

    We can deliver to your permanent residential address or endeavour to deliver to your place of employment, however many banks will authoize payment when goods are delivered to card holders registered address.

    We do not deliver to a PO Box address for security purposes.

    If we have been able to deliver to your work address, you will need to be confident that someone will be there to take receipt of the goods as the courier will deliver to the place not the person.

  • What should i do if i don't receive the parcel within expected delivery time?

    Please give the time that it takes for your order to get to you (depending on which delivery service you chose when ordering) before you enqire about where your order is.

    Please note - If you chose to have your order perosnalized, we ask that you allow 7 - 10 working days for this to be complete before your order is shipped from us.

    If your parcel has not arrived within this time stated and the carrier has not left a card informing you of an attempted delivery ( If so they will have left contact details ). Please check with your neighbours to see if they have the parcel or if they have seen any parcel being delivered and the delivery company to see if they have anymore information.

    If after checking this your order is still not there, please contact our customer services team so we can start an investigation.

  • Can i refuse my parcel?

    If you want to refuse, or have refused delivery, please inform a member of our customer service team by phone or email. Also please refer to the Terms and Conditions of Returns before doing so.

  • What happens if i recieve someone elses order?

    If in the unlikely event you receive someone else's order, please contact the customer service HERE so they can arrange for the most convenient method of resolving the issue. Please keep both the goods and invoice/dispatch note together. Please note: Our invoices do not show any personal account details.

  • Can I place an order to be shipped to someone else?

    Yes - you can, but only 30 days after your first order.

    Please Note - if you are using a card registered outside of the US, your order will more than likely require to be manually approved, you will be notified of this if this does happen. For details on what the security check consists of, please go to our Payment section in the FAQ's where details of this can be found.

  • What delivery options are available? (Shipping charges)

    We currently use FedEx as our delivery service, so all of the delivery options and charges are different for each customer depending on where you live and how much you are ordering.

    We can get an estimate of how much each delivery option costs if you provide the item(s) you want to order and your zip code, all you have to do is EMAIL US with these details and we will provide you with an estimate on how much it will cost.

    Once you have chosen your item(s) and entered your address details and billing information you will then be taken to a screen where you can choose what delivery option you want your order delivered by.

  • What does the FedEx First Overnight shipping option consist of?

    FedEx First Overnight delivery makes sure that your order is delivered to you on the next business day from it being shipped from us, first thing in the morning up until 10am.

    Please Note - We or FedEx are not responsible for and delays caused by weather conditions.

  • What does the FedEx Priority Overnight shipping option consist of?

    FedEx Priority Overnight delivery makes sure that your order is delivered to you on the next business day from it being shipped from us by 10.30 am.

    Please Note - We or FedEx are not responsible for any delays caused by weather conditions.

  • What does the FedEx Standard Overnight shipping option consist of?

    FedEx Standard Overnight delivery makes sure that your order is delivered to you on the next business day from it being shipped from us, by 4.30pm.

    Please Note - We or FedEx are not responsible for any delays caused by weather conditions.

  • What does the FedEx 2 Day - AM shipping option consits of?

    FedEx 2 Day AM delivery makes sure that your order is delivered to you on the second business day from it being shipped from us, by 10.30am.

    Please Note - We or FedEx are not responsible for any delays caused by weather conditions.

  • What does the FedEx 2 Day shipping option consits of?

    FedEx 2 Day delivery makes sure that your order is delivered to you on the second business day from it being shipped from us, by 4.30pm.

    Please Note - We or FedEx are not responsible for any delays caused by weather conditions.

  • What does the FedEx Express Saver shipping option consits of?

    FedEx Express Saver delivery makes sure that your order is delivered to you within 3 business days from it being shipped from us, by 4.30pm for businesses and 7pm for residences.

    Please Note - We or FedEx are not responsible for any delays caused by weather conditions.

  • What does the FedEx Ground shipping option consist of?

    FedEx Ground delivery makes sure that your order is delivered to you within 1 - 5 business days from it being shipped from us.

    Please Note - We or FedEx are not responsible for any delays caused by weather conditions.

  • What does the FedEx Home delivery shipping option consist of?

    FedEx Home delivery makes sure that your order is delivered to you within 1 - 5 business days from it being shipped from us.

    Please Note - We or FedEx are not responsible for any delays caused by weather conditions.

Returns

  • Our Returns Policy

    All goods supplied by Pro-Direct Soccer USA are from official sources and are covered by the normal manufacturers warranty. You can return any item within 28 days of receipt for a refund or to exchange it for a different size of the same item returned.

    If the item you receive is not right, whatever the reason (excluding personalized items - unless they have a faulty of the manufacturer), return it to us within 28 days and we will promptly refund your money or exchange it for a different size.

    Unfortunately we cannot accept a returned item that has been personalized unless it is a fault of the manufacturer. This does not affect your statutory rights.

    In all cases, the items returned must be in their original condition, which includes any packaging. For example, shoes are to be returned along with the original shoe box. All goods will be inspected on return. The goods are your responsibility until they reach our Warehouse. Please ensure you package your return to prevent any damage to the items or boxes.

    We will refund the monetary value of the goods returned to us, at the price you purchased them. All refunds will be for merchandise only, we cannot refund shipping costs unless the item was sent in error.

    If we sent you the wrong item in error, we will, of course, pay the shipping costs (FedEx integrated FoC label) for a replacement to be sent out once we receive the original item back. We ship all exchange orders back to you for FREE (Priority Mail or ground service) in appreciation of your business with us.

    If you wish to return goods for exchange or refunds, you can either send the goods back using their original packaging with a courier of your choice or we recommend using FedEx Returns System Locations. Please understand that we cannot accept COD's or packages marked "Bill Recipient" and please keep the receipt or tracking number of your returned package in the event it is delayed or lost in transit. All refunds will be for merchandise only, we cannot refund shipping costs unless the item was sent in error.

  • Can I return a product if I'm not happy with it?

    Yes, if you find that the product is unsuitable please return it in it's original condition unused with all packaging and tags intact within 28 days of purchase for either refund or an exchange. On the back of the invoice/dispatch note is a returns form and label which both explains the returns process and requires you to complete the appropriate section so we know what action to take. Please add a covering letter with you if you feel the need to add more information of it simply will not fit on the returns part on the dispatch note. We do not offer a free returns service, however if you return items for replacement, we despatch the replacement goods to you free of charge.

    Please return the order to:
    PRO-DIRECT RETURNS DEPARTMENT
    Unipart Logistics
    3620 Royal Parkway South
    Atlanta, GA
    30349
    United States

    Most importantly we suggest that you use FedEx Returns System Location to send your order back to us.Once we receive the item, your request will be processed.

  • Have you received my returned goods?

    As soon as your return has been processed by our warehouse, we'll email you to let you know.

    In the unlikely event that you don't receive this email within 10 days of posting your parcel to us, Please get in touch with us here (chasing return already sent back) and we'll get back to you as soon as possible.

    If you have returned your parcel using a service that can be tracked, please give us the reference number and any other relevant information when you contact us.

  • What happens if there is a fault with my product?

    As an online business, we aim to provide a Returns service that is totally hassle-free for you.

    If you find a fault has occurred with a product please contact us HERE with as much information as possible, i.e. what happened, what the fault is, how it happened etc or send them back (preferably in a clean & dry condition) filling out the returns part of your dispatch note/invoice.

    Please make sure you add a covering letter with your name/address/contact information and clearlu explain the reasons for return and the outcome you would like i.e. Replacement or Refund.

    If you no longer have you dispatch note, please contact us HERE for the returns address and information you need to include on return.

    We endeavour to deal with returns within 3 - 5 working days, however this may extend at busy times of the year. Most importantly we suggest that you use FedEx Return System Locations to send your order back to us. We cannot be held responsible for items lost or delayed in transit on the way back to us.

  • What if I want to return an item, but no longer have my invoice?

    Contact us HERE giving as much information as possible, we will then give you all the necessary information needed to then send your order back to us as Items returned without an invoice or copy of an invoice may take longer to process.

  • Can I return a personalized item for an exchange/refund?

    Unfortunately we will not be able to accept any returns on products that have been personalized. This however naturally excludes faulty items which can be returned in line with our standard faulty item return policy.

  • My return was processed but i wasn’t refunded my delivery charge

    We will usually refund you what you paid for the goods but not the delivery charge except in cases where the entire order was faulty or we sent the wrong item. For more information, please see our Returns Policy.

  • I have been refunded the incorrect amount

    We are very sorry if we have made a mistake on your refund.

    Please get in touch with us here where we will try and sort it out for you as soon as possible.

    The following may affect the amount you have been refunded:
    - The delivery charge, which would only be refunded if the goods are faulty.
    - Any discounts that were applied at the time of sale, which may not now be applicable

  • I returned an item and it was incorrectly refunded or replaced

    We are really sorry if we made a mistake when processing your request.

    If you were expecting a replacement and got a refund instead, this maybe because we were unable to exchange the item for what you wanted due to stock availability. In this instance we would automatically issue you with a refund so you have the choice to purchase whatever goods you want instead.

    If you were expecting a refund and we sent you replacement goods, Please get in touch with us here so we can sort it out for you.

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