Question 1

Are the products genuine?

Accepted Answer

Yes, our products genuine.

Question 2

I get a "We are not able to accept online payments" message. What do I do? "

Accepted Answer

We are sorry to see that you have gotten this message. The reason may be due to a technical problem in our behalf. 
In that case, please contact us by e-mail: sales@i-sportline.com and we will tell you how you must proceed.

Question 3

How long does the shipping take?

Accepted Answer

The days it takes to ship a product varies. 
The factors that may affect shipping are: location of delivery, weather, method of shipment, day order is placed, etc...

Question 4

What countries do you ship to?

Accepted Answer

The countries we ship to may vary depending on the products. 
For example, there may be products that are available only in Europe, Asia, Africa, etc... 
 
HOWEVER, MOST OF THE PRODUCTS ARE SHIPPED INTERNATIONALLY.

Question 5

How much does shipping cost?

Accepted Answer

The shipping cost will change depending on the delivery address.

Question 6

Is there a payment deadline?

Accepted Answer

Yes, there is a deadline. 
If payment is not received within 14 days of the order being placed, the order will be automatically cancelled.

Question 7

Which payment methods do you accept?

Accepted Answer

On I-Sportline.com, we accept the following payment options: Credit Card, PayPal, or Bank Transfer. 
Please note that we do not accept payment UPON delivery under ANY circumstances.
If payment is successful, you will see an order confirmation page. Furthermore, you will receive an Order Confirmation e-mail from us.  
For more information, please contact sales@i-sportline.com

Question 8

To whom do I transfer the payment for my order?

Accepted Answer

When you buy something from us, you should receive an email from us with an overview of your order, including: articles purchased, amount due and our bank details.

Question 9

How do I change the payment method for my order?

Accepted Answer

Right now, there is no possible way of changing the payment method. We can always cancel your order and you can place a new one selecting a different payment method.

Question 10

How do I cancel my order?

Accepted Answer

If you want to cancel an order, please let us know as soon as possible so we can deal with your request.

Question 11

Can I exchange an article?

Accepted Answer

Unfortunately, we cannot exchange articles - we only accept returns. From the day you receive your order, you have 7 days to send any unwanted items back to us. We will inform you once we receive the returned article and you will receive a refund.
If you would like an article in a different size or color, all you need to do is place another order. Please keep in mind that you cannot return used articles or articles without the original packaging (shoe box) or without the tags.

Question 12

How do I make a return?

Accepted Answer

You can use a courier of your choice. Bear in mind that return costs are to be paid by you, not us. We advise you to choose the cheapest courier, but make sure you always include the box or packaging we sent you.

Question 13

Where do i send back my return?

Accepted Answer

Returns needs to be sent back to our office in Canada. 
 
The address is: 
Suite 103, 50 Benson Avenue, Richmond Hill, ON, L4C 4E6

Question 14

How many days do I have to send back the article?

Accepted Answer

You have 7 days since you received your order to send back the article.

Question 15

Do I have to pay return shipping costs?

Accepted Answer

Yes, you must pay the shipping costs of the return, but you can use a courier of your choice. We advise you to choose the cheapest courier.

We only refund the return shipping costs in the case of defective articles or if one or more articles you received is/are not what you ordered. In these cases we need to be informed of the problem before the article is returned. Contact us via email and send photographs of the article(s) you have received. We will consult with the appropriate department and let you know how to proceed.

Question 16

I have not received the money for the refund.

Accepted Answer

Keep in mind that the refund times vary depending on the payment method. If you have paid with Paypal, the money should be back in your Paypal account that same night. If you paid with credit card, it depends if it's debit or credit, but the refund should take between 3 to 5 working days. If you paid with bank transfer, we need your bank details to refund the money back to your account, so please make sure you answer to the email where we ask you for your bank details, providing us with them.

If you feel like enough time has gone by and you still don't have a refund, please let us know.

Question 17

Where will my order be delivered to?

Accepted Answer

The shipment will be delivered wherever you want.

Question 18

How do I change the delivery address of the order?

Accepted Answer

If you want to change the delivery address of an order, please let us know as soon as possible so we can deal with your request.

Question 19

Why doesn't the product appear in the cart?

Accepted Answer

If the product doesn't appear in your cart, it means that the product is no longer in stock.

Question 20

The article I want is out of stock. Will it be available again?

Accepted Answer

This depends on the popularity of the product. 
Please note that if an article is out of stock, but later comes back on shelf, the price may change a little bit.

Question 21

The price for the article has changed. Can I have the previous price?

Accepted Answer

Unfortunately, the prices are being updated constantly, depending on availability and stock. We are sorry to inform you, that we can't do anything about the price change.

Question 22

Can I add more articles to my order after it has been placed?

Accepted Answer

Unfortunately, this is not possible. Once the order has been placed, we cannot add any articles or change the order in any way. Instead, you can place a second order.

Question 23

How can I know when my order is coming?

Accepted Answer

When you order is shipped, we send you an email with all the information about your order.

Question 24

One or more items are missing from my order.

Accepted Answer

Please contact us as soon as possible, we will contact our warehouse and find out what happened with the article. Keep in mind that if you ordered a large number of articles or very bulky ones (rackets, tennis bags, skis, etc.), they are normally sent separately.

Question 25

My article is defective.

Accepted Answer

If one or more of your articles is defective, please contact us before sending it back. Most of the time we will need a photo of the defect in order to send a reclamation request to the brand. Send us an email with an explanation of the fault and the necessary photographs and we will take care of the problem as soon as possible.

Question 26

The article is not what I ordered.

Accepted Answer

If you have received a different article than the one you ordered, please contact us before sending it back. We will need to see a couple of pictures, so we know what went wrong and how to act accordingly.

Frequently Asked Questions