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Pro-Direct Soccer

Help & FAQ's

Products and Stock

  • How reliable is product availability?

    Product availability is updated throughout the day, when you select the required size a box should appear showing:

    'Available for Immediate Dispatch'

    If you are not able to select the size you require it's very likely we have sold out and will not be restocking this item.

    If there is an availability problem with an item(s) that was/were displayed as 'Available for Immediate Dispatch' our Customer Service team will contact you as soon as possible and advise on any future availability or assist with an alternate choice.

  • Will Pro:Direct re-stock sale items?

    Often items will be reduced in price once that line/color has been discontinued by the manufacturer. When a product is out of stock then it is very unlikely it will come back in.

  • How long will items be on sale for?

    Usually once an item has been reduced it will remain at the lower price and may even undergo further reductions until all the stock is sold.
    Some offers, multi-buys and price reductions may be for a limited time only, these reductions are often advertised as an event such as Black Friday. We will of course always honor the price advertised at point of purchase providing stock is available.

  • Do Pro:Direct price match?

    No, however we do have regular promotions throughout the year including regular reductions on various products each month.

  • What sizing formats do Pro:Direct Soccer use?

    Product sizes are US unless otherwise stated. When ordering footwear you will have the option of selecting US, UK or EUR sizes. When you receive your order confirmation the US size will be shown. Size comparison charts are available for most products. If you require assistance please contact us.customer.service@prodirectsport.com

  • The product I received looks different to the image on the website/in the brochure

    Whilst every effort is made to ensure that the products, prices and colors are correct on our website, we cannot be held responsible for any manufacturer errors or product changes. All product images on our website are as accurate as possible, however due to the inconsistency of monitors and screens, color tones and shades may not always be exact to the product. Please email us.customer.service@prodirectsport.com if you are unhappy with what you have received.

Delivery

  • What delivery options are available?

    We deliver to all US states except Hawaii and Alaska.

    Our delivery options include:

    - FedEx Ground Home (3-5 working days)
    - FedEx Express Saver (3 working days)
    - FedEx 2Day
    - FedEx Standard Overnight
    - FedEx Priority Overnight

    The available options will depend on the delivery address, the item(s) ordered and the total weight of the order.

  • Do you deliver to PO Box addresses?

    No, FedEx cannot deliver to PO Box addresses. If you have a billing address which includes a PO Box number, please email us.customer.service@prodirectsport.com for guidance on how to place your order.

  • Has my order been dispatched yet?

    As soon as your order has left our warehouse you will automatically receive an email with a tracking number. Please note that FedEx collections from our warehouse are Monday-Friday, so orders placed over the weekend won't be dispatched until Monday.

  • After dispatch how can I track my delivery?

    Your tracking number can be entered on the FedEx website to check the delivery status. Allow up until the following day after dispatch for the tracking information to display on the FedEx website. Please note FedEx only collect from our warehouse Monday through Friday, deliveries are also only made Monday through Friday.

  • What happens if I miss my delivery?

    If you are not at your address when FedEx attempt to make a delivery the driver may leave the parcel with a neighbor or in a safe place. Otherwise, the parcel will be returned to a near Fedex depot for you to collect. If the parcel is not collected within 5 days it will be returned to our warehouse.
    The tracking details shown on the Fedex website should clearly state where the parcel has been delivered/left or been held.

    If you require further assistance regarding delivery please email us.customer.service@prodirectsport.com

  • Can my order be delivered to an alternative address?

    For security reasons, following your first order any subsequent order made within 30 days of your first, must be delivered to your billing address (card registered address). After 30 days orders may be shipped to a different address within the United States (except Hawaii and Alaska).

    If you experience any difficulties when trying to place your order please email us.customer.service@prodirectsport.com

  • What should I do if the order is not delivered within the advertised time?

    We are sorry if this is the case. Please first enter your tracking number on the FedEx website to check the delivery status. Any information regarding delays or disruptions to your order should be posted here. If you require further assistance please email us.customer.service@prodirectsport.com.

  • Can I refuse delivery of my order?

    Yes, for the following reasons:

    - Something is wrong with the order
    - Something is missing from the order
    - You requested the order to be cancelled
    - You simply do not want the order

    Once delivery has been refused the order will be returned to us. Upon receipt by us, a full refund will be processed.

  • What happens if my order is lost?

    In the unlikely event that, after tracking with FedEx, the whereabouts of your parcel can’t be determined we will launch an investigation with them.
    We won’t keep you waiting unnecessarily but would ask that you please allow 7 business days for the investigation to be finalized, in most cases it will be quicker.
    If your parcel is confirmed as lost we will issue a replacement or refund promptly as per your wishes. For any further information please contact us at us.customer.service@prodirectsport.com.

  • What do I do if my parcel or item(s) within is/are damaged or defective upon receipt?

    Please either refuse the delivery or email us.customer.service@prodirectsport.com attaching images of the parcel/item(s).
    Depending on the nature of the issue we will seek to resolve this in the most convenience way for you.

  • What should I do if I receive the wrong item?

    Please email us.customer.service@prodirectsport.com attaching images of the item you have received in error. We will arrange for FedEx to email a free returns label to you.
    Depending on the nature of the issue we will seek to resolve this in the most convenient way for you.

  • What if an item is missing from my order?

    Please check the dispatch note within the parcel first and if necessary your dispatch email to confirm that all items are/aren’t present.
    If there had been an availability issue on 1 or more items then you should have received an email prior to us dispatching the items that we did have.
    If items featured on the dispatch note aren’t present then please contact us at us.customer.service@prodirectsport.com and we will seek to resolve this issue in the most convenient way for you.

Returns

  • Our Returns Policy

    All goods supplied by Pro:Direct are from official sources and are covered by the normal manufacturer’s warranty. You can return any item within 28 days of receipt for a refund or exchange. We cannot accept personalized items back unless they are faulty.

    All items returned must be in their original condition including any packaging. For example, shoes must be returned in the original shoe box. All goods will be inspected on return. (ITEMS IN AN UNSALEABLE CONDITION e.g. WORN, WASHED, DAMAGED WILL NOT BE ACCEPTED FOR RETURN) The goods are your responsibility until they reach our warehouse. Please ensure you package your return well to prevent any damage to the items.

    You will generally need to pay for return, however if you are returning items for replacement we will dispatch the replacement goods to you free of charge.
    If you require a refund, we will refund the monetary value of the goods returned to us at the price you purchased them.

    If you wish to return goods for an exchange or refund please send the goods back in their original packaging with a courier of your choice. We cannot accept COD’s or packages marked "Bill Recipient". Please keep the receipt or tracking number of your returned package in the event it is delayed or lost in transit.

    We strongly suggest you use a recorded method of carriage to return the goods to us (check which is appropriate with the carrier). We cannot be held responsible for items lost or delayed in transit on the way back to us.

    All soccer gear is expected to experience some wear and tear, particularly footwear and goalkeeper gloves. If you encounter a fault with your item, this would usually become apparent within the first 2 months of purchase. Color loss, loose threads and minor abrasions are not considered a fault of manufacture.

  • Can personalized items be returned and/or exchanged?

    Once items have been personalized we cannot accept them back for either refund or credit, nor can they be exchanged unless they are faulty, so please make sure you order the correct size when purchasing.

    If the product or personalization is later deemed to have a fault of manufacture, your statutory rights remain unaffected and we will be happy to offer you a refund or replacement.

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

    Please return it in its original condition, unused with all packaging and tags intact, within 28 days of receipt for a refund or exchange.

    Please note that personalized items cannot be returned unless the product or personalization is deemed to have a fault of manufacture.

    On the dispatch note is a returns form and label, both of which explain the returns process and need to be filled out in the appropriate sections, so that we know what action to take.

    Please add a covering letter if you need to add more information or there is not enough room on the returns part of the dispatch note. We do not offer a free returns service. However, if you return items for replacement, we will dispatch the replacement goods to you free of charge.

    Please return the order to:

    PRO-DIRECT RETURNS DEPARTMENT
    Unipart Logistics
    3515 Naturally Fresh Blvd
    Suite 520
    College Park
    Atlanta, GA
    30349
    United States

    We endeavor to deal with returns within 72 hours of receiving your parcel, however it may take longer during busy periods (September, December and January).

    We strongly suggest that you use a tracked delivery service to return the goods to us (check which is appropriate with the carrier). We cannot be held responsible for items lost or delayed in transit on the way back to us.

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

    If you experience a fault with your product please return the item in a clean and dry condition to:

    PRO-DIRECT RETURNS DEPARTMENT
    Unipart Logistics
    3515 Naturally Fresh Blvd
    Suite 520
    College Park
    Atlanta, GA
    30349
    United States

    Make sure you include a covering note with your name, order number or email address, clearly explaining the reason for the return along with your preferred outcome (replacement or refund).

    We endeavor to deal with returns within 72 hours of receiving your parcel, however it may take longer during busy periods (September, December and January).

    We strongly suggest you use a tracked delivery service to return the goods to us (check which is appropriate with the carrier). We cannot be held responsible for items lost or delayed in transit on the way back to us.

  • Have we received your returned goods?

    You will be able to confirm the return has been received at our warehouse by checking on the delivery company’s website you sent it with. Please allow up to 72 hours from receipt by us to receive an email confirming that the return has been processed.

    If you do not receive an email within 72 hours please email us at us.customer.service@prodirectsport.com and we will investigate the situation and resolve it promptly for you.

Payment

  • What payment methods are accepted?

    • Visa Debit
    • Visa Credit
    • Mastercard
    • American Express
    • PayPal

  • What is the security check?

    An extra layer of protection against credit card fraud. If your order goes through the security check you will receive an automated email requesting the additional details we require to successfully process your order. Entering incorrect billing address details will trigger the security check.

    Normal processing time will be within 24 hours. If you place an order over the weekend it will go through on the next working day (Monday). When your order has been processed you will receive an email to confirm it was successful. If the order fails you will receive another email explaining why and what details you need to provide for the order to be successful.

  • I received an email saying the name and address details I entered do not match those held by the card issuer but they are correct, why is this?

    In this case the first stage of the transaction has been successful and payment has been taken. However, for security reasons we do need confirmation of the correct card 'Billing' address before we can proceed with your order.

    Please reply to this email with confirmation of the correct billing address. Depending on the information provided, in most cases we can proceed and dispatch your order promptly. In some cases we may not be able to, if we can’t then you will be contacted and the transaction refunded.

  • How can I cancel an order?

    Please send an email to request cancellation and please and ensure you write 'Cancel' in the subject of the email, so that your request will be dealt with promptly.
    Please note we cannot cancel orders on which personalization has already been completed.
    If your order has been dispatched then we may be able to recall it, otherwise we will ask that you refuse the parcel/return and once back we will issue a refund.

  • What does status 'Picked' mean?

    When you log into your account to check the progress of your order, check the individual item(s) status. 'Picked' means we have captured payment and the item(s) is/are waiting to be picked and then dispatched. Once dispatched you will receive an email to confirm this.

  • What does status 'personalization' mean?

    When you log into your account to check the progress of your order, check the individual item(s). 'Personalization' means we have captured the payment and the item(s) is/are awaiting to be stitched. This can take approximately 2-3 working days and then the order will be packed ready for dispatch. Once dispatched you will receive a confirmation email.
    During busy periods (August/September/December) please allow 5-7 working days for personalization.

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

    Price reductions are not always made in advance, so if you notice that the price has been reduced after your order has been confirmed, but before you have received it, please email us.customer.service@prodirectsport.com and we will credit the difference for you. If the price has been reduced after receipt of the order we cannot refund the difference.

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