|Customer Service FAQ's
|Ordering & Payment FAQs
Q. Where can I find my password or user id if I have forgotten it?
A. Don’t worry, if you should forget your user name or password you can retrieve them from our log in page.
Forgotten password - enter your login name and email address and we will send you your password hint by e-mail.
Forgotten user id Enter the email address associated with your customer account. Hit the "remind me" button below, and we will email you a list of valid user names.
Click here to visit our log in page.
Q. Can I save my payment information for quicker checkout?
A. Yes. For the ultimate in security, we support the storage of payment and delivery address options for use on our site through PayPal, and Amazon Payments. If you don’t already have an account with these services, you’ll need to create one before using stored payment information on TGW.com. -
Q. What payment methods do you accept?
A. Payment Methods -
- Credit card - Visa
- American Express
- Paypal - Use your PayPal account to pay for your order.
- You must have an existing account or be able to create PayPal account.
- In store credits can not be used in conjunction with this payment method.
- Click here for PayPal User Agreement.
- Amazon payments - Uses information from your Amazon.com account to complete purchases.
- You must have an existing account or be able to create an amazon.com account.
- You may be required to provide additional registration information to Amazon.com to verify your identity.
- Soccer Savings gift cards, certificates and in store credits can not be used in conjunction with this payment method.
- Click here for Amazon payment user agreement.
- Soccer Savings Gift Certificates - Recipient's Name field must be filled out exactly as it appears on the certificate.
It is case sensitive and punctuation sensitive.
Q. Can I use multiple credit cards on one order?
A. Yes you can use multiple forms of payment. To use multiple credit cards (up to three including VI, MC and Amex gift cards) we ask that you contact customer service at 1-866-975-5050 for assistance in placing your order.
Q. I have an in store credit, can I apply it to my online order?
A. Customer service can assist you in placing your order using your in store credit if you would call us at 1-866-975-5050.
Q. Why do I see two charges to my bank account?
A. It is common for online and catalog retailers to process an authorization hold prior to shipping your order. Soccer Savings will process an authorization hold to verify that the credit card is valid and that sufficient funds are available to cover the transaction's cost. At this step, the funds are "held" and deducted from the credit limit (or bank balance, in the case of a debit card) but are not yet transferred to Soccer Savings. Your order is then processed and packed for shipping. Your credit card is not charged until the order is physically shipped out. The transaction may not appear on your statement or online account activity for one to two days. Once the payment has been processed by your bank the authorization hold will drop off. The timeframe can vary from bank to bank but is generally within 3-5 business days.
Q. How do I know if my order has shipped?
A. If you provide us with your email address when you place your order, you will be notified via email when your order has been shipped. This email will contain your order details and tracking information. Please retain this email for your records.
Q. How do I know if my order has been received?
A. If you provide us with your email address when you place your order, you will receive an order confirmation via email. This confirms that your order has been received by Soccer Savings. The email will contain your order details and order number. Please retain this email for your records.
Q. Can I change or cancel my order?
A. After you have submitted your order, you may be able to make changes or cancel your entire order. Please note you have a limited amount of time in which to cancel your order, as our system is designed to fill orders and get them on their way as quickly as possible. We ask that you contact customer service at 1-866-975-5050 as quickly as possible to request changes or cancellations. Your credit card will not be charged if you cancel an order.
Please note that if you used a gift card or online gift certificate to pay for your order, this amount will be applied as an in store credit which can be redeemed through customer service. Please allow 7-10 business days for the in store credit to become available.
Q. I purchased a gift certificate to be emailed to me and have not received it, what do I do?
A. In the event that the selected recipient did not receive the emailed certificate, please check all junk/spam folders as the email may have been caught in the spam filter. If you still can not locate the certificate please contact us by email at firstname.lastname@example.org or by phone at 1-866-975-5050 and we would be happy to resend the certificate immediately.
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|Warranty & Returns FAQs
Q. What is your return policy?
A. If you are not 100% satisfied with your purchase, you can easily exchange or return your item online. Items must be in new and unused condition and returned within 30 days after the item was purchased. Please click here to visit our online exchange/return center. Customer service is also available by email at email@example.com or by phone 1-866-975-5050 for more details.
Q. Can I return personalized items for credit or exchange?
A. Because personalized items are created specifically for you, they cannot be returned for credit or exchange.
Q. I am trying to do an exchange/return, where can I find my order ID?
A. When your order was placed you received an email that included a confirmation number, that number is your order id. You can also find it on your invoice/packing list that you received in your package. It is located at the top of the invoice and will begin with W, F or P. If you are unable to locate this number please contact us by email at firstname.lastname@example.org or by phone at 1-866-975-5050 and we would be happy to assist you.
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Q. What are my shipping options?
A. Soccer Savings continually negotiates with top shippers to provide the lowest possible shipping charges available. Soccer Savings is proud to utilize the services of FedEx for most shipping. USPS is also available on select orders.
Q. Do you ship to Military APO/FPO addresses?
A. Orders to APO/FPO addresses are shipped via United States Postal Service. Sorry, expedited shipping is not available to these addresses. Estimated arrival dates don't apply. However, we estimate 5-7 business days for delivery once the order has been confirmed as shipped. Some destinations may take up to 21 days.
Standard flat-rate shipping rates apply to APO/FPO orders. In the majority of cases, the charge is actually less than it costs us to ship to these addresses however we are happy to incur the added expense to accommodate the sporting needs of our servicemen and women!
Additional Shipping Holidays for those with PO/APO and FPO addresses:
• Martin Luther King, Jr. Day
• Columbus Day
• Veterans' Day
Q. Is a signature required for delivery?
A. Soccer Savings does not require a signature for delivery of our products. FedEx may request a signature in areas that have been identified as high claim areas at their discretion.
Q. Do you ship internationally?
A. Soccer Savings ships to over 200 international locations. We use Worldwide Express and Worldwide Expedited shipping services. Please contact customer service with any questions email@example.com or by phone 001-316-858-0481.
Q. Are international duties and taxes included in the shipping charges?
A. International customers will be responsible for payment of any applicable duties at the time an order arrives at its destination. Please contact your local Department of Commerce for any duty and taxes that may be added. Soccer Savings orders only include the cost of the item and the shipping. Any duty or taxes may be added at the time of delivery.
Q. Once my order is placed, how quickly will it ship?
A. Orders placed using Standard Ground are shipped within 48 hours. Orders must be placed by 1:00 PM (CST) Monday-Friday in order to be eligible for that day's "Next Business Day" or "2nd Day" air shipments.
"2nd Day" orders placed on Thursday by 1:00 PM CST will arrive Monday. "Next Business Day" orders placed on Friday before 1:00 PM CST will arrive Monday. (Saturday Delivery upgrade available.) All orders placed on Saturday or Sunday will not be shipped until Monday. Please take this into consideration when selecting a shipping method.
Items that are “Shipped From Manufacturer,” please allow 3-7 additional days for processing before shipment.
Shipping times for custom orders are item specific. Please visit our custom and personalization center or contact customer service at 1-866-975-5050 for details.
Please Note: Orders which require additional credit card authorization procedures may have a delay in shipping. You will be contacted if additional information or documentation is required.
Q. Can I place an order and pick it up in your retail store instead of having it shipped?
A. If you are located in or around Wichita, KS, you may call us at 1-866-975-5050 to place your order over the phone and have it set up for customer pick up. Our friendly customer service representatives will provide you with your order number and the time that your order will be available for pick up at our retail store.
Q. My order includes a backordered item; will the rest of my order be held?
A. In stock items may SHIP AHEAD, when backordered items are also included in an order. If an order is SHIPPED AHEAD and the shipping method is by air, (Next Business Day or 2nd Day Air) the backordered items will ship via FedEx Ground when received. (Backordered items are shipped FedEx Ground because the majority of the Next Business Day or 2nd Day Air charges are attached to the first item/weight to be shipped. Most of the time additional items are only an incremental part of the entire shipping charge. To keep from having to charge the customer an additional charge, Soccer Savings ships additional items via FedEx Ground at Soccer Savings' expense). You will not be billed for any additional shipping. International orders will not be SHIPPED AHEAD.
Q. Why does the backorder date for the item on my order keep changing?
A. It is our goal to get your order to you as quickly as possible. Occasionally, production delays or quality control issues can cause the original backorder date to change. If you have questions about the reason why a backorder date has changed, please contact our Customer Service department by email at firstname.lastname@example.org or by phone 1-866-975-5050 for details.
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Q. The price in the catalog and the price online are different. Which is correct?
A. Catalog prices are subject to change at any time. For our most updated information please visit our website or contact customer service by email at email@example.com or by phone at 1-866-975-5050.
Q. If the order is a gift, will the prices be visible to the gift recipient?
A. We have thousands of great gift ideas! When you select a shipping address that is different from your billing address the amount and payment details are automatically removed from the packing list!
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