FAQ's (Frequently Asked Questions)

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1.  How do I place an order?

Shopping at In2Sports.ca is safe and easy! Once all of your selected merchandise is in your shopping cart, you are now ready to check out and place your order. At this point, we will ask you for your credit card information. You will have a chance to verify the information during checkout. If no changes are necessary, proceed to place Order. You will also receive an email confirming that your order has been received within approximately 24 hours. We will send you another email to notify you when your order has been shipped and that we've charged your credit card.

Follow these 4 simple steps to start shopping:
1. Click on "My Account" to register
2. Choose from a wide variety of products by clicking on desired category
3. Add products to your shopping cart
4. Proceed to checkout when ready

 

2.  Why do I need to register?

Registration gives you 24-hour shopping privileges and advance notices of In2Sports promotions, plus the following additional benefits:

By creating an account and saving your information, you will be able to:
Checkout faster
• Review past order details
• Save frequently used addresses
• Get the latest on new arrivals and sales

To create an account you must have a valid email address. Be sure to Sign-up for our specialized email updates and you will receive newsletters with the latest trends, new arrivals, special offers, and sale announcements. We use your past purchases as well as any preferences you've selected to provide you with the news you're most likely to be interested in.

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3.  What if I am unsure about the item in my shopping cart?

If you are unsure about the items in your shopping cart, you may save them for later by simply logging out. When you leave and return to the site, all the items you saved for later will be added back to your bag, so you can easily purchase them at that time, provided you have logged into your account or are using the same computer. Please be aware that stock does change on a daily basis and the items you have saved in your shopping cart may no longer be available upon return.
Please note: By saving an item(s) in your shopping cart, doesn’t mean the item(s) is placed on hold for you.

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4.  Do you accept phone orders?

If you prefer not to order online, you may call us with your information at 1-877-669-1002 and we will do our best to accommodate you. As we do not accept payment over the phone, other options will be provided to you by a Customer Service Representative.

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5.  What if the item I ordered is not available?

Occasionally, high demand causes us to run out of certain items. If we don't have an item that you have ordered in stock, we'll notify you by email immediately. Sometimes, an item is out of stock and not expected to come back in stock, so we must cancel the item. In this case, we will not charge you for the item or any taxes, shipping or handling charges. All items available for purchase are listed on our website. Under any circumstance where product isn’t available, we will recommend a suitable substitute to meet your needs. No price negotiations offered for substitutes.

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6.  Can I order from outside of Canada?

We accept online orders worldwide. Prices shown on this website are only shown in Canadian dollars. Payment methods acceptable are Visa, MasterCard, American Express and PayPal We currently do not calculate all international shipping costs online. If you are not able to place an order, please call us at 1-877-669-1002 or send us an email message at customerservice@in2sports.ca for a quote. Simply provide us with your full shipping address and order details to obtain a quote. Please note that custom duties and or additional taxes on item(s) you purchase may apply if purchasing outside of Canada. These local fees are not included in your In2Sports Franchising Inc. invoice; however, you will be responsible to pay for these additional fees. All refused shipments will be charged double the shipping fee to cover transportation cost both ways. This amount will not be refunded to your credit card.

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7.  Can I place an order online and pick it up at one of your retail stores?

We strongly encourage all local customers to come visit us in-store. We, unfortunately do not allow any orders to be picked up from any of our retail locations. We cannot make adjustments to any shipping costs online as they are non-refundable.

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8.  What if the item I am looking for is not shown on the website?

If an item is no longer available on the website, then we no longer have any in stock. Most items are not reordered. You may contact a local store to check availability of an item.
Please note: A stock number is necessary to check the inventory.

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9.  How do I know if My Order Shipped?

Once our order is shipped from our warehouse, you will receive an order status email with a link to track your package.

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10.   How can I check my order status?

To view the status of a current order, log onto “My Account” located at the top of the page. Under the “Order History and Details” section will be a list of current and/or past orders along with their order status.

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11.   Can I modify or cancel my order after it has been placed?

If you'd like to cancel or change your order, please call 1-877-669-1002 as soon as possible. We'll do everything we can to accommodate your request; however, please bear in mind that our order-fulfillment and shipping systems are designed to get orders on their way quickly and efficiently. Therefore, we cannot change or cancel an order once it has entered the shipping process. Please refer to our returns policy above for information on returning or exchanging items you have ordered. Be sure to carefully confirm your order before submitting as changes cannot be made to orders prior to shipping. All customized orders are final sale.
Please note: If you cancel an item that qualified you for a promotion or special deal, you may no longer receive that discount or promotion.

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12.   What is a customized order?

We offer a wide variety of customizable options at an additional charge. Please select desired product for available options and prices. All letters, numbers, logos and patches are heat-pressed like all authentic player jerseys. They are not stitched or embroidered. All customized orders are final sale. We do not guarantee the fit of customized items so if you are unsure of the fit; we strongly recommend that you are certain of your jersey size before placing the order.

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13.   Can I bring a jersey purchased somewhere else to get customized?

Only items purchased at an In2Sports Location can only be customized at In2Sports. Proof of purchase is required prior to customization.

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14.   Can I bring a pair of shoes/gloves purchased somewhere else to get customized?

Only items purchased at an In2Sports Location can only be customized at In2Sports. Proof of purchase is required prior to customization.

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15.   Can you put a rush on my order?

We'll do everything we can to accommodate your request; however, we cannot guarantee your order will be processes before our turnaround time of 3-10 business days.

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16.  Can I return or exchange a customized order?

Any custom decorated items are non-refundable or exchangeable at no exception. These items including anything with a player number, name, team logo and or patch that was an additional cost to your order. Please do not attempt to return merchandise that does not qualify for a return, as you will be responsible for any shipping costs to have the items shipped back to you.

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17.   How do I use the promotion code I received?

Occasionally when you receive a special offer from us, you will also receive a promotional code to use. This code lets us know that the special offer should be applied to your order. Using the code is easy:
• Just shop and check out as you normally would.
• When you get to checkout, enter your promotional code in the space provided after you have entered in your credit card info
• Once you have entered the promotional code and clicked "continue" the discount will reflect on your orders total
If there is any problem with the promotional code you've entered, an error message will let you know how to correct the problem before you can continue to check out or you can call us direct at 1-877-669-1002

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18.   What if I receive the wrong item?

Please accept our apologies if your order is not processed correctly. Contact us at customerservice@in2sports.ca if an item is short-shipped or missing from your order. We will do our best to correct your order as efficiently as possible. All you have to do is provide us with your order number.

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19.   What if my package is lost or has arrived damaged?

Please accept our apologies if the carrier did not deliver your order promptly or in good condition. If you did not receive your order, please be sure to double check your surroundings. If you contact us we will be more than happy to file a claim with the carrier if you truly did not receive your package or if the exterior of the package was damaged. If your package is damaged please contact us at customerservice@in2sports.ca and provide us with your order number.

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20.   Can I return my online order to an In2Sports store location?

Unfortunately we cannot allow for returns on purchases made on In2Sports.ca within our stores. The item(s) must be returned to the exact location they were purchased at. Please ship your package back to the following return address. Please do not attempt to return merchandise that does not qualify for a return, as you will be responsible for any shipping costs to have the items shipped back to you.

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21.   How do I know what size to choose?

Our size charts and measuring tips will help you order the correct size. Please note, our size charts provide for all suppliers are not 100% accurate due to the various styles of product made. Please only use this chart as a guide when ordering. In2Sports Franchising Inc. is not and will not be responsible for any incorrect sizing ordered. For further questions or concerns, please feel free to contact customerservice@in2sports.ca

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22.   How can I pay for my order?

In2Sports.ca accepts the following forms of payment:
• Visa
• MasterCard
• American Express
• PayPal

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23.   Is my credit card number and information secured?

All credit card orders are encrypted using industry standard 128-bit SSL (Secure Socket Layers). When you purchase a product or subscribe to any of our services, we use the contact information you provide us to establish our service for you. We create and maintain other information such as customer account status, choice of services, and customer logs in the normal course of providing service. In2Sports Franchising Inc. may use customer information to provide customers with system information or information about new or upgraded products or services.

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24.   What if I haven't received my order?

When your order leaves our warehouse you will receive an email with a tracking number. Be sure to check back frequently with the carrier’s website for recent shipping updates.

 

25.   Why was my order cancelled?

In2Sports was unable to verify the billing information, if the billing address that is entered on the order does not match what the credit card issuer or bank has on file; the order will be automatically cancelled. If your order has been cancelled, please contact your credit card issuer or bank to verify that the billing information is correct. Afterwards, create a new order using the correct billing address. If you still need assistance please contact us at 1-877-669-1002 or you may email us at customerservice@in2sports.ca

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26.   When will my backorder arrive?

Backordered items are those which our suppliers are unable to predict when they will have more in stock, but as soon as they do, we will be able to ship the item to you.

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27.   How can I return or exchange my merchandise?

There are no refunds, exchanges only on non-customized items within 15 days of your orders ship date. To complete an exchange, simply fill out the return form that you receive with your order and follow the instructions provided. Your return must be in original condition, complete, and timely for us to process it. In2Sports will not be responsible for any shipping costs as they are non-refundable, including original shipping and handling costs.

• CUSTOMIZED PRODUCTS:
Any custom decorated items are non-refundable or exchangeable at no exception. These items including anything with a player number, name, team logo and or patch that was an additional cost to your order. Please do not attempt to return merchandise that does not qualify for a return, as you will be responsible for any shipping costs to have the items shipped back to you.


• DEFECTIVE PRODUCTS:
If you receive a defective item, we will repair or replace it with exactly the same item at our cost; however, shipping charges are non-refundable. If we are unable to replace it with the exact same item, at this time we will only honour a refund.

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28.   What if I think an item is defective? In2Sports Warranty: 30 Days (from date of purchase)

Due to the intense nature of the game, all items - especially footwear and gloves - will experience normal wear and tear such as: color loss, material wear, loose threads, small gaps between the outsole and the upper, etc.
Normal wear and tear will begin to show even within the first few uses. This is both normal and expected. These occurrences are common and not indicative of an item's defectiveness (poor workmanship or materials).
Very few items are truly defective. Genuine defects most often reveal themselves within 30 days of purchase. An item's price does not indicate longevity, merely the quality of the materials and technology used in its construction.
Most products sold through In2Sports.ca come with a manufacturer's warranty. Customer's seeking information about a product's manufacturer's warranty should directly contact the manufacturer. In2Sports.ca Warranty only applies to original purchases and does not extend to replacement items. Any replacement items will fall under the manufacturer's warranty.
Sale items do not come with the In2Sports.ca warranty (FINAL SALE). These items will fall under the manufacturer's warranty.

WHAT IS NOT CONSIDERED A "MANUFACTURER'S DEFECT"

FOOTWEAR:
1. Colour loss
2. Loose threads
3. Small gaps between the outsole and the upper
4. Scratches
5. Cracked leather on a shoe
6. Holes/cuts in the shoe that is not part of the seam
7. Burns on the shoe caused by friction
8. Shoes being used on the wrong playing surface. (ie. Hard ground HG shoes used on Turf fields)
9. Stripped Cleats
10. Ripped Laces

GOALKEEPER GLOVES
Goalkeeper glove palms/foam have NO WARRANTY.
1. Colour loss2. Worn out palms even after one use3. Scratches
4. Rips or tears on the Glove that are not part of the seam
5. Burns on the glove caused by friction
6. Broken finger protection

SOCCER BALLS
1. Colour loss
2. Loose threads
3. Scratches
4. Cracks on the balls
5. Burns on the ball caused by friction
6. Minimal air lost in high-end soccer balls. All high-end soccer balls will occasionally release air

CLOTHING APPAREL
1. Any Discolouring
2. Shrinkage
3. Pull in the fabric of the material
4. Burns on the fabric caused by friction
5. Rips or tears on the fabric

LOST or DAMAGED MERCHANDISE
Please accept our apologies if the carrier did not deliver your order promptly or in good condition. If you did not receive your order, please be sure to double check your surroundings. If you contact us we will be more than happy to file a claim with the carrier if you truly did not receive your package or it was damaged and issue a refund, exchange or repair as soon as possible.

MISSING or INCORRECT MERCHANDISE
Please accept our apologies if your order is not processed correctly. Contact us at customerservice@in2sports.ca if an item is short-shipped or missing from your order. We will do our best to correct your order as efficiently as possible. All you have to do is provide us with your order number.

 

29.   What's eligible for return?

You can return any regular priced item that's in its original condition (unwashed and unworn) or defective, unless it was purchased for final sale. Upon returning your item, you may wish to exchange it for an item of your choice or receive an online store credit. Please fill out the return form included in your package and follow instructions listed.

 

30.   Can I return Final Sale items online or to a store?

No, we do not accept returns or exchanges on final sale merchandise, online or in stores.

 

31.   I need to return my online order but I used a promotion code to make my purchase

You can exchange the item for another item of your choice; however, a previously used promotion code cannot be applied to the sale of a different item.

 

32.   How long does it take for a return process?

In2Sports.ca returns are usually processed within 1-3 business days of the item(s) arrival in our warehouse. Allow 1-2 weeks from the time you send your return to receive your exchange order. If an error was made on our part, we will email you a label to be used at no cost to you. For a quick and efficient process, simply fill out the return form below that you receive with your order and follow the instructions provided. Your return must be in original condition, complete, and timely for us to process it. In2Sports Inc. will not be responsible for any shipping costs as they are non-refundable, including original shipping and handling costs.

 

33.   Can I get a price adjustment for an online purchase?

Yes, we offer a one-time price adjustment if an item is marked down within 14 days of the date on your purchase. To obtain a price adjustment on an online purchase, you must call 1-877-669-1002 or send us an email message at customerservice@in2sports.ca within the 14 day window. Include your order number in your email message.
If you are within the deadline, we'll refund you the difference in your original form of payment. Items purchased with a promotional discount are not eligible for price adjustments. Sorry, there are no returns or exchanges on final sale merchandise, either online or in stores. We'll refund you the difference in your original form of payment. For more information, please read our complete online price adjustment policy.

 

34.   How do I know when an item goes on sale?

Sign up for our email subscription for our specialized email updates and you will receive newsletters with the latest trends, new arrivals, special offers, and sale announcements. We use your past purchases as well as any preferences you've selected to provide you with the news you're most likely to be interested in.

 

35.   How do I subscribe to emails?

Visit our website at in2sports.ca and click on the “Subscribe” tab at the bottom of our webpage. Simply provide your email address and first name and click submit. Your email will automatically get added to our emailing list.

 

36.   I no longer wish to receive emails. How do I unsubscribe?

If you no longer wish to receive email newsletters, you can unsubscribe by clicking "Unsubscribe" on any of our emails. Please note: If you unsubscribe from our email newsletters, you will still receive order-related emails, including order confirmations and shipping confirmations. We may also contact you by email regarding any questions related to your order or any contests or promotions you enter. 
If you have any further questions or concerns regarding receiving emails, please contact our customer service team at 1-877-669-1002.

 

37.   How can I purchase an In2Sports Online Gift Card?

Simply click on the E-Gift Card tab at the bottom of our web page and follow these steps. The In2Sports.ca E-Gift Card must be redeemed toward the purchase of eligible products at in2sports.ca and is not valid on any in-store purchase made at any of our retail locations. Click here for full E-E-Gift Card Terms and Conditions.

1. Select a Template

2. Enter Gift Card Information

a. Amount
b. Recipient Name
c. Your Name
d. Personal Message

3. Select Reception Mode

a. Print at Home
b. Send to recipient via email

 

38.   Can I use my in-store Gift Certificate online?

Unfortunately an e-Gift card purchased online at in2sports.ca, can only be redeemed online and may NOT be used in-store

 

39.   Can I use my online Gift Certificate in-store?

        Unfortunately an In2Sports Gift card purchased in-store can only be redeemed in-store and may NOT be used online.

 

40.   Do you provide gift receipts for purchases made online?

We do not offer any gift receipts for orders placed on In2sports.ca. You may, however, complete an exchange within 15 days of your purchase. Please view our Return Policy for more details. Unfortunately, at this time, we do not accept any gift cards purchased at our retail stores to be used online.

 

41.   How quickly do you ship?

Our standard shipping is 2-5 business days. Our online order turnaround time is 3-10 business days.
Any size order will be shipped via UPS. All shipping rates are based on the destination, postal/zip code and the total weight of your order. Transit time is dependent on your destination so we suggest you give your order an additional day or 2 to arrive. You will receive a tracking number for your package by email once your order has been shipped out.
Shipping services are only available Monday thru Friday excluding holidays. We reserve the right to alter shipping arrangements, including carrier, in order to provide the most efficient delivery possible for your destination.
If the shipment is unsuccessful due to the fact that the customer was not home or available to accept the package, it will get returned back to us or left at the post office. At that time, the customer is responsible for any additional delivery costs to obtain their order.

 

42.   What if no one’s home to accept my package?

If the shipment is unsuccessful due to the fact that the customer was not home or available to accept the package, it will get returned back to us or left at the nearest post office. At that time, the customer is responsible for any additional delivery costs to obtain their order. Please be sure to make appropriate arrangements to be available once you receive an email from us that your order has been “shipped”.

43.   Can I change the shipping address on my order?

You may change your shipping address on your order before submitting it. PLEASE NOTE: Your shipping and billing address must match at time of order. if you require an address change, you are required to fill our an “address change form” which you can request by emailing us at customerservice@in2sports.ca .You can save multiple addresses for yourself, friends and family you shop for. You can only ship to one address each time you checkout. If you are shopping for people at different addresses, you will need to place each order separately

 

44.   I can’t remember my password - how can I retrieve it?

If you have an account and have forgotten your password, we can provide it for you. Simply enter your email address and click “Password forgotten? Click here” and we will provide you with a new temporary password by email. At any time you may edit your new temporary password by clicking on “My Personal Information” “New Password” under the My Account section

 

45.   How can I become a VIP e-Club Member?

To become a VIP e-Club member, simply click on the VIP E-Club link at the bottom of our webpage and click on “Join Now”. Be sure to read all terms and conditions before signing up. The membership will automatically be added to your shipping cart”. The price of any item that is added to your shopping cart will show as the VIP price. Your total savings will appear at the bottom of the page. You will not receive an actual card. Every time you login to your account, it will identify you as a VIP e-Club member.

 

46.   Can I use my VIP online card at an In2Sports Retail store?

Unfortunately the VIP e-club card program offered is an online program only.

 

47.   If I currently have a VIP card I purchased at an In2Sports retail store may I use it online?

Unfortunately at this time you may not use your VIP member’s card purchased at retail location online.

 

48.   Can I redeem my online VIP Points in-store?

Unfortunately you may only redeem the points you have collected from your online purchases, online only.

 

49.   Can I redeem my In-Store VIP Points online?

Unfortunately you may only redeem the points you have collected from your in-store purchases, in-store only.

 

50.   Do you price Match?

Unfortunately we do not price match any competitors lower advertised prices.

 

51.   I have a question about an item...

For general inquires please feel free to contact our Customer Service Department at 1-877-669-1002 or by email at customerservice@in2sports.ca

 

52.   I have a question about an order I have received...

If you have a question or concerns about an order that you recently received, please feel free to contact us at 1-877-669-1002 or by email at customerservice@in2sports.ca

 

53.   Do you have an In2Sports printed catalog?

In2Sports does not have a printed catalog.  In2Sports merchandise can be viewed and ordered online at in2sports.ca or at any of our retail locations.

 

54.   How do I contact you and your stores?

Please visit our contact us page for all of our contact information.

 

55.   What is a manufactures defect?

Manufacturing defects, which are caused by some error in assembly, are not intended to be part of the product. It is when frailty or shortcoming occurs in a product resulting from a departure from its design specifications during production. Most common defect is when the product has come apart from a seam or two pieces attached together. 

Defect Qualifications 

Items in which their seams have come apart 
Broken cleats on a pair of soccer shoes

What is NOT considered a Manufactures Defect…? 

Wear and tear from ordinary use and exposure which may include cracked leather on a shoe or a simple hole in the product that is not part of the seem
Refusing to take proper care of the item such as NOT using shoe care on soccer shoes or glove wash for goalie gloves which tend to create a smell

IMPORTANT! Life expectancy of any product depends on the individual using the product, the conditions of use, and the characteristic wear patterns of the user. Products damaged by normal wear and tear or that have exceeded the reasonable life of the product are not replaced. 

 

56.  How do I clean my soccer shoes? 

Proper care of soccer shoes will not only determine how long they last, it is an important ritual of the sport, and will enforce discipline. It is most important to shoes for leather cleats, but synthetic ones (made for younger players) also benefit from proper care. 

 

For leather & synthetic shoe care, follow these steps:

1. Understand fit. Shoes, especially leather ones, mold to the foot, allowing for an optimum feel for the ball.
2. Start when shoes are right out of the box. Put them on, tie them, and soak your feet in water. Then take them off and let them dry in the shape of your feet. 
3. Hand-wash only. Never put cleats in the washing machine. This breaks down the materials. 
4. Tap shoes together or against a hard surface to remove mud stuck to the bottoms. 
5. Clean shoes immediately after use. Wipe soiled cleats with a damp cloth. 
6. Take more drastic measures for very dirty cleats. Soak them in lukewarm, soapy water. Some players even take them into the shower while bathing. 
7. Apply leather protector, followed by shoe polish, after each cleaning. 
8. Buff cleats after the polish dries. 
9. Dry naturally or in front of a dehumidifier. Never machine-dry.

 

Shoe Care Instructions:

DO’S:
1. Large chunks of soil are best removed using warm water and a brush or cloth.
2. Don’t dry your shoes; fill them with newspaper, which is highly absorbent. Place shoe in a dry place. 
3. The best way to care for a leather shoe is to use a shoe wax. Its keeps the leather soft and adds oils back into it. 
4. Shoes do not require waterproofing.
5. When storing the shoes, use a shoe tree. This way the shoe will maintain their original shape.

Characteristic of a Soccer Shoe:

Any soccer shoe in the course of its use, may develop a small gap between the outsole and the shank. This is NORMAL and will not affect how you play. It is NOT a defect.

 

       DON’T’S: 

1. Do not put the shoes in the washing machine. 
2. Do not put the shoes in a bag when they are wet. 
3. Do not expose the shoes to direct sunlight or a near heat source like an oven or radiator when they are wet. The shoe must dry from the inside to the outside. Leather shoes will crack which reduces the lifespan of the shoe. 

 

Generic Instructions: 

Soccer Shoes last longer when the correct outsole is chosen for the surface that it is to be played on. 

        SOFT GROUND SG = Soft to very soft natural ground 

Firm Ground FG = Dry, natural ground 

Hard Ground HG = Very hard, dry ground or artificial Turf

Turf TF = Hard pitch and artificial turf

IN = Polished indoor surfaces

Hard Ground HG= Children’s Shoes= All natural ground and hard pitch

 

Product Care:

“Dubbin” is a heavy-duty waterproofing compound formulated for all man-made or genuine leathers. Dubbin conditions, preserves, and waterproofs work and hunting boots, and is ideal for oiled leathers and all types of leather sporting equipment. 

 

Follow these steps when using Dubbin

Step 1: Always clean footwear prior to polishing or protecting. 

Step 2: Always try to polish shoes prior to protecting. For boots and outdoor type footwear, this step is not always necessary but always cleaning them is very important. 

Step 3: Protecting the footwear is the single most important thing to do to protect them from the environment and maintain its life and appearance. Remember to re-protect after every 8-10 uses. 

 

If your topic was not addressed above, please feel free to send an email to our Customer Service Department customerservice@in2sports.ca

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