FAQ DISPATCH
What are the shipping costs?
The shipping costs are clearly listed in a table under 'Shipping and delivery conditions'. In addition to the standard shipping costs, which are displayed for each item in the shop, you will also receive information on whether the item will be delivered by a carrier or parcel service. The system automatically calculates the exact shipping costs based on the total weight of your order. These are clearly displayed before you pay. Please note that fixed shipping rates apply for large appliances, which are indicated separately and cannot be combined with normal orders. Customers outside the EU (except Switzerland, Liechtenstein and Norway) and in customs-exclusion areas will receive their specific shipping costs either after finalising the order by e-mail for separate online payment or together with the order confirmation in the case of prepayment.
What shipping options do you offer?
Our shipping options include various service providers to meet your needs. For parcel shipping, we work with DPD, GLS Paketdienst, Österreichische Post AG and UPS. For freight forwarding, we use the services of Schenker.
How long does shipping take?
Goods in stock are dispatched immediately after confirmation of payment or receipt of payment. If your order consists of several items and one of them is not in stock, it will be dispatched at the specified longest delivery time of all the items ordered as soon as we have received this item. You will be informed of the expected dispatch date immediately after placing your order within a maximum of 24 hours by means of an order confirmation.
Is the shipment insured for transport damage?
All our deliveries are insured. Normal parcels via parcel service up to € 550.00 and forwarding items up to € 2,500.00.
Can I have my order delivered to a different address?
Yes, during the ordering process you have the option of specifying whether the parcel should be sent to the same address as the billing address or to a different address. You can simply select this option by ticking the appropriate box.
Will I be notified if an item I have ordered is sold out?
If an item you are expecting is sold out even though it was labelled as in stock in the shop or the delivery time is longer than stated on the product page, our customer service will contact you immediately. You will receive a notification no later than 24 hours after placing your order.
How can I see which items are in stock?
The stock situation is shown for each item in the shop.
A size does not fit, can I exchange it?
Yes, of course we offer you the option of exchanging goods. Please contact our customer service by e-mail to register the exchange. Then send the item back to us postage paid. As soon as we have received the goods, we will immediately send you the replacement item, also postage paid.
What does "Available 3-4 days" mean?
The item is currently not in stock in our dispatch warehouse. We expect it to be ready for dispatch within the next 3-4 days. Should this change, we will inform you immediately.
How will I be informed after my order or when will I receive my invoice?
After placing your order, you will immediately receive an automatic order confirmation by e-mail. As soon as we have checked your order, we will send you an order confirmation with the expected delivery date. On the day of dispatch, you will receive the invoice and the tracking data for parcel tracking by e-mail. If your parcel is being sent by a forwarding agent, you will be informed by the carrier when it will be delivered.
What should I do if my parcel does not arrive within the standard delivery time after receiving the invoice?
If your parcel does not arrive within the specified delivery time, please contact our customer service immediately. We can track the status of your parcel at any time and will let you know immediately where your parcel is and the reason for the delay. For parcel shipments, you can also contact the parcel service directly and provide your parcel number for further information.
I have received an order confirmation, when will the goods be dispatched?
The estimated dispatch date is always stated in the order confirmation.
How can I report a lost or damaged item?
If your parcel has obvious transport damage that can be recognised by damaged packaging, please note the damage on the acceptance receipt immediately upon receipt. Please accept the goods anyway and keep the packaging.
If you only notice obvious transport damage when unpacking, we also ask you to keep the packaging and report the damage to us, ideally with pictures, at order@sportsprofi.com. In both cases, please notify us immediately and send us pictures so that we can file a claim with our shipping partner.
Please note that a period of 3 days after delivery applies for hidden transport damage. We therefore recommend that you check the goods within this period in order to report any damage in good time.
Can the goods be returned carriage forward in accordance with the right of cancellation?
No, in accordance with the right of cancellation, the buyer bears the cost of returning the goods. As soon as we have received the goods, we will immediately refund the purchase price and shipping costs to the buyer.
Can I return goods carriage forward for a warranty check or exchange or if I am not happy with them?
No, we generally do not accept carriage forward returns. If you have a warranty claim, please return the goods to us at your own expense. After checking and confirmation by us, you will receive a refund on presentation of the receipt. Please use the cheapest shipping option in your country. For exchanges, the return shipment is also at your expense. However, we will cover the shipping costs for the exchange item and send it to you postage paid. In the event of an incorrect delivery on our part, we will of course cover all shipping costs.
Where can I find out how much customs duty is due when importing into my home country outside the EU?
You can either use the link under delivery and shipping conditions or contact your local customs office directly to obtain information about the customs duties payable when importing to your home country outside the EU. You are also welcome to contact us directly. Our freight costs include the transport costs and any customs clearance fees charged by the parcel service or shipping company. Any import taxes or customs duties are payable by you.
Do you deliver to packing stations?
It is currently not possible for us to deliver to packing stations. However, we are working on offering this option in the future and will inform you of any changes.
