Frequently Asked Questions
We put together a list of the most frequently asked questions for your convenience. If your questions are still unanswered, please feel free to give us a call at (+33) 644637731 or visit our Contact Us page to get in touch.
Due to conditions connected to our response to COVID-19, it may take longer than normal to contact our customer service team. We appreciate your patience.
As our warehouse and team follows new health and safety guidelines, orders may be delayed.
We have temporarily extended our return and exchange period to 60 days, starting March 19th, 2020 until further notice. In addition, we're experiencing delays in returns processing and your refund may take longer than expected.
I ordered an MLB or NCAA product and it didn’t come in my package with my other gear, what gives?
We custom embroider each piece to make sure it is perfect so it takes a little longer but we want to make sure you get your other products in a timely manner (hence the two shipments). You will receive your MLB gear within 2-3 weeks. Thanks for your patience!
What does “sent” mean when I look at my order status?
Sent just means that your order has been sent digitally to our warehouse and will be on its way soon!
Why does my order say “shipped complete” if I haven’t received everything?
This happens when there is a backordered item in your order or if you’ve ordered an MLB item and the other part of your order has shipped. Don’t worry, we know it isn’t complete until you receive everything!
Do you ship to P.O. Boxes?
Unfortunately no, UPS does not ship to P.O Boxes. Sorry!
Do you ship on Saturdays and Sundays?
We calculate shipping times based on business days and packages are not delivered on weekends.
Can I change something on my order?
If you need to change or cancel your order, please contact our customer service team immediately ([email protected] or (+33) 644637731). We generally process orders within 2-4 hours on business days, and once our warehouse has processed your order, we will be unable to make any changes.
How long does it usually take to get a package?
Due to COVID-19 new health and safety guidelines, orders may be delayed or shipping times maybe impacted.
We strive to process orders as quickly as we possibly can. Orders placed Monday through Friday are usually shipped within 48 hours. If you’re located in the Midwest or on the East Coast, packages usually arrive within 2-3 business days. Awesome, we know. West Coast takes a bit longer, but should be at your door within 3-5 business days.
Please note that during periods of high volume, it will take longer (sales, major promotions, Friends & Family, during the holidays, etc.)
Orders placed over the weekend are usually shipped the next business day. If you need your order to go out the same day you place it, please place your order before 11am ET using an expedited service (excludes Saturday, Sunday and Holidays) and we’ll be sure to do our best to get you your merchandise in time.
What should I do if I want to return or exchange an item?
Take a look at our returns/exchange page here. We offer free returns and exchanges within 30 days
Keep in mind all applicable promotions, discounts, offers, and free items (as part of a qualifying purchase) granted at the time of purchase will be prorated and applied to the amount of refund or credit.
*Please see our Returns & Exchange page, here, for updates due to COVID-19 and extended Holiday policy
How can I track my package?
Sign in to your account and the tracking will be found in your order history. Alternatively, an email will be sent to you which includes all tracking information, or feel free to reach out to our customer service team.
How do I know if a return/exchange has been received?
We are working on getting all of our systems synched but for now, you will be notified when your card has been refunded for the order or when an exchange has been sent out.
What is ShopRunner?
ShopRunner delivers a thriving community of discovery, expression, and commerce by powering extraordinary shopping experiences that connect customers to the brands they love. ShopRunner is a members-only shopping program that offers unlimited free 2-day shipping, and free returns at over 140 retailers.
Does ShopRunner actually ship my products?
ShopRunner does not ship any of your orders. We ship the products fast and free from our Broadband UK Providers warehouse directly to you. If you have any questions or concerns, we can be reached 7 days a week between 8am - 10pm EST at 1.888.721.7467.
How do I know what items are ShopRunner eligible?
Not all of our products are ShopRunner eligible, however those that are eligible will have a ShopRunner logo visible.
Why is an item not ShopRunner eligible?
Some items are not ShopRunner eligible due to reasons such as the product's shape, size or weight, or hazmat restrictions. Look for "not ShopRunner eligible" copy next to a product listing to identify those items that are excluded.
How quickly will my items orderd with ShopRunner arrive?
Please allow two full business days for the order to arrive after it has been processed. Orders are processed Monday through Friday, and orders must be placed by 12pm ET. Our retail partners have different cut off times and we recommend visiting their shipping pages for more information on their exact cut off times. Note: If an item is pre-order, out-of-stock, personalized or customized it may delay delivery time.
What are my shipping options with ShopRunner?
Eligible items will ship so they are delivered free within 2 business days via shipping partners like UPS and FedEx. ShopRunner only ships to physical addresses in the United States, including, in most cases, Alaska, Hawaii and Puerto Rico. Any shipment to a PO Box, APO/FPO/DPO or international address is excluded from the ShopRunner program.
How do I track a ShopRunner shipment?
Tracking a shipment is easy. Sign in to your ShopRunner account, and select track this order.
Is return shipping with ShopRunner really free?
Yes, ShopRunner members enjoy free return shipping on all their orders placed with ShopRunner. We take care of the return shipping so you can enjoy the shopping. For detailed information, always check the product page before placing an order.
Offer excludes items being sold to benefit charity, gift cards, previously purchased merchandise, clearance and final sale, custom embroidered items, taxes and shipping.