Customer Service and Return Policy
Questions and inquiries regarding order fulfillment and returns are handled by the Soccer Shots Customer Service Center Monday through Friday between the hours of 8:00 am EST and 5:00 pm EST via:
Email: [email protected]
Emails will be answered within 2 business days.
Enjoy FREE SHIPPING on every order (no minimum)!
Orders ship within 4 business days. Once your order is placed, you will receive an email confirmation with order details. Once your order ships, you will receive another email with tracking information. If you do not receive either email, please check your spam and/or junk folders as the email may have gone there. You can also view order history, status, and tracking updates under your account after logging in (My Account > Orders > Order History).
You may return new, unworn, unused merchandise that is still in its original condition for a full refund of the price paid for the item within 45 days of purchase. Refunds will go back onto the card used to place the order. Please allow up to two weeks from the time we receive your package for your return and refund to be processed and completed.
Final Sale items are not eligible for a return unless they arrive damaged, defective or are lost in transit. Final Sale items include all headwear, soccer balls, ball pumps, disc cones, pop-up goals, socks, and water bottles.
To start the return process, please email us at [email protected] with your full name, order number and if you would like a refund or replacement due to defective/damaged item. If you have ordered multiple items, please let us know which item(s) you would specifically like to return.
Please note, we do not allow exchanges. If the item(s) you receive is too large or too small, please proceed with the above steps for a refund.
Orders placed within the United States will arrive within 7 business days. Orders placed in Canada will arrive within 10 business days.
To track your order, you will want to log into your account. Once in your account, click on “My Account” then “Orders” and “Order History”. Scroll down to find the order you would like to track and click on “Shipping”. A pop-up will appear that shows you the status of the order. If the status shows “Pending” that means we have received your order and are processing it. It has not yet shipped. If the status shows “Shipped” that means your order has shipped and below that will show a tracking number that you can click on. This will direct you to the FedEx website where you can see specific tracking information for your order.
How can I access my order history in my online account?
Once logged in to your account, you’ll want to click on “My Account”, then “Orders” and “Order History”. This will show a full listing of all the orders you’ve placed under the specific log in.
How can I edit or cancel an order after it’s been placed?
You cannot edit or cancel an order after it’s been placed in your online account. If you need to edit or cancel an order, please email us immediately at [email protected] with your full name, order number and what you need to edit or cancel. Please note our orders ship very quickly, so we may not be able to make the necessary changes in time, but we will try our best!
My order shipped, but it is experiencing shipping delays, what do I do?
Shipping delays may occur with the shipping carrier, and these are unfortunately out of our control. Several factors may contribute to delays such as weather conditions, traffic, high volume shipments, failed delivery attempts, and customs. If the tracking information of your order has not been updated within a day, please reach out to us at [email protected] and we will be happy to investigate the shipment for you.
I placed an order but haven’t received an order confirmation. What should I do?
Once orders are placed, an email confirmation is sent to the email address used to place the order. If you did not receive a confirmation, please check your spam and/or junk folders to ensure it did not end up there. If you cannot find it, please email [email protected] and we will be happy to assist you!
What do I do if I am missing an item, received the incorrect item or received a broken/defective item?
If your order arrived to you incorrect or damaged, please immediately reach out to us at [email protected]hots.com so we can resolve the issue for you! When emailing us, please provide your full name, order number and what the order issue is.
What should I do if my order is lost or damaged in transit?
If your order is lost or damaged in transit, please email us at [email protected] and provide your full name and order number so we can investigate your order for you.
My order said it was delivered, but I couldn’t find it. What should I do?
Please email us at [email protected] with your full name and order number so we can investigate this for you.
Why did I only receive part of my order?
Orders are shipped in full from our warehouse. If you did not receive your full order, it may be possible that you are waiting on another package for your order. To determine how many packages you have in your order, you can check your tracking number with FedEx. This will tell you how many packages are in the shipment. If you have any concerns or issues after doing this, please email us at [email protected] with your full name and order number and we’ll investigate it for you.
How do I log in to my consumer account?
If you have submitted a merchandise order through your local franchise, you will want to navigate to that local franchise page and click on “ENROLL NOW” and then “Login”. If you submitted a merchandise order on store.soccershots.com, you would want to click on that link and click on “Login”. If you are unsure which site you submitted your order through, please reach out to [email protected]
What payment methods do you accept?
We accept the four major credit card companies – Visa, MasterCard, American Express, and Discover.
When can I expect to receive my refund?
Please allow up to two weeks from the time we receive your package for your return and refund to be fully processed and completed.
Can I use account credits or a gift card to pay for my order?
Unfortunately, we do not accept account credits or a gift card to pay for merchandise orders, as our system does not allow this.
Why do I see two transactions on my credit card after placing my order?
When you checkout and submit an order, on the website it will show as all one transaction, however, you will see the payment split up on your credit card statement as we are using two different payment gateways to capture payment on orders. To confirm that the amounts match your total order cost, you can add up the two charges. If there are any discrepancies in what was deducted from your credit card, please reach out to us at [email protected].
All items on our site have FREE shipping!
Do you offer express shipping?
We do not offer express shipping, however all orders ship within 4 business days and typically arrive to you within 1 to 3 business days after that.
Which carrier is used for shipping?
We use FedEx as our main shipping carrier. Once your order ships, you will receive an email with tracking information, including a FedEx tracking number.
Can I change my shipping carrier?
All packages ship via FedEx. Unfortunately, we cannot change or adjust this.
How do I change my shipping address?
If you need to change your shipping address after placing an order, please email [email protected] and we will be happy to assist you. Orders are shipped quickly, so we cannot guarantee that we will be able to change the shipping address, but we will try our best to!
We do not offer exchanges. Please follow the return policy above to proceed with a refund and repurchase the item(s) as needed.
To start the return process, please email us at [email protected]
and provide your full name, order number, and item(s) you’d like to return. Please note items
marked as “Final Sale” cannot be returned.
What if I need to return or exchange multiple items?
That is perfectly fine! You can return multiple items if they are not final sale items. Please
email us at [email protected] with your full name, order number
and items you would like to return.
Final sale items are clearly marked in the descriptions of the product. Final sale items include
all headwear, soccer balls, ball pumps, disc cones, pop-up goals, socks, and water bottles.
Can I return final sale items?
Final sale items cannot be returned unless they arrive damaged or defective. If they arrive damaged or defective, wea are happy to process a refund for you! Please email us at [email protected] with your full name, order number and the item(s) that arrived damaged or defective. You will then need to repurchase the item(s).
Why did I receive a partial refund?
Refunds are only issued on returned items that are new, unworn, unused, and still in the original condition. If you’ve purchased several items and did not return the entire order, you will only receive a refund for the value of the item that was accepted as a return.
Why was my return not accepted?
For a return to be acceptable, the item must be in new, unworn, unused condition. If there is any sign of wear on the item, unfortunately, we must reject the return.
Can I return online purchases to the coach at my next Soccer Shots session?
Online products and purchases are solely managed by Soccer Shots headquarters. Please do not contact your local coach for updates or questions regarding your order, as this will complicate and delay the process. Our Customer Service Center is happy to assist you! Please email [email protected] with your full name, order number, item(s) you’d like to return for a refund.
What if a session is canceled and I want to return merchandise?
Soccer Shots enrollments are separate from merchandise purchases. If your Soccer Shots enrollment is canceled and you no longer wish to keep the items that you purchased in conjunction with the enrollment, please reach out to us at [email protected].
I received a jersey with my enrollment, but I need to exchange it for a different size.
Free youth jerseys are offered once a year with enrollment. These jerseys are handled separately from the above return policy and are eligible for an exchange. Please reach out to [email protected] to start the process and include your enrollment order number, your name, your child’s name, your shipping address, the size you received, and the size you are requesting.
Why is the youth jersey I received different than the ones listed on this website?
We recently updated the Soccer Shots logo and will be slowly updating all our Soccer Shots items to the new logo. We currently have three short sleeve youth jerseys in circulation. Two of them are available on this website and listed as “Soccer Shots Youth Jersey” and “Soccer Shots Custom Youth Jersey & Bag”. You may have received the jersey not currently shown on this site. This jersey is still in circulation and should be worn on Soccer Island! If you’d like to have one of the other jerseys as well, you may purchase one at any time here.