What delivery options are available?
Our delivery options are carrier dependent. We have shipping partners in Qatar, Saudi Arabia and Pakistan who have standard, next day and express delivery options.
Not all options will be able to you. Which options are available, depend on where you are in the world, where you are having your order delivered to and the total weight of the order.
Can I order by email or fax?
We do not accept orders by fax/email, due to the obvious security issues with supplying personal details in this manner. We will certainly accept initial inquiries this way, but the final ordering must be processed on our secure website.
Has my order been dispatched yet?
As soon as your order is dispatched from our Warehouse, you will be sent an automatic email to confirm that it’s on its way, the approximate time frame of delivery should also be confirmed. If your order has been sent on a tracked service you will have the reference details and a link the courier website where process can be tracked, you may not get any tracking information on the courier’ website until the following working day after dispatch.
Please note: Collections from the FIREOX SPORTS warehouses are Mon – Fri, if you parcel is marked as dispatched after 6pm or on Saturday or Sunday it will be collected on the next working day. From the next working day after that you will be able to track it on the courier’ website.
Do you deliver to an alternate/work address?
We ask that you provide the correct billing address details when submitting your order but you may change the delivery address to an alternative residential or business address. If you are requesting delivery in a different country to the billing address this will automatically go through a security check and we may be in touch to confirm your details.
If you request a business address for delivery please make sure you enter the address a completely as possible including if necessary, Business name, building name, floor, department etc.
What happens if the courier misplaces my parcel?
In the unlikely event of your parcel being lost by the courier, as the sender we will be responsible for making the inquires and eventual claim for the lost items. This means that once the courier classes a parcel as lost we can process a replacement or refund immediately.
What should I do if I receive the wrong item?
In the unlikely event we send you the wrong product, we will refund the cost of return postage back to the card which was used to purchase the item(s). Please send the product back to us by recorded delivery and covering letter detailing what happened. As soon as we receive the returned item(s) we will dispatch the correct product and issue you with the postage refund (please include the receipt for postage in the parcel).
Can personalized items be exchanged?
All personalized product cannot be exchanged so please ensure to order the correct size when purchasing. If you wish to cancel an order for a personalized product, please contact our customer service team quickly by emailing us at email@example.com so that we can check if this is possible.
If however, the product is later deemed to have a fault of manufacture your statutory rights remain unaffected, and we will be pleased to offer a refund or exchange according to your wishes, as is normal procedure.
The product I received looks different to the image on the website
While every effort is made to ensure that products, prices, colors are correct at the time of printing the Catalogues, we cannot be held responsible for any errors or product changes. Please contact our customer service team by emailing us at firstname.lastname@example.org if you are unhappy with what you have received, and we’ll do our best to rectify the problem quickly and fairly.
After dispatch how can I track my delivery?
When your order is dispatched you are sent an email to confirm that it’s on its way to you, included in this email is your tracking number and details of how to track your order depending on which courier has been used.
What should I do if I don’t receive the parcel within expected delivery time?
All parcels sent with our shipping partners can be easily tracked by using the reference number provided in your dispatch email on the couriers website. Even if there has been a delay there should be a clear indication where the parcel is and potentially the cause of the delay.
We thank you for your patience if you do experience any delays.
Can I refuse my parcel?
If you want to refuse, or have refused delivery if you do not want the parcel, you will be liable for any costs we incur from our courier for return delivery.
If however, you refuse because there is something wrong with your order or something is missing/package is open, then the above statement is not applicable to you.
What happens if my parcel is damaged upon receipt?
If the outer packaging of your parcel is open or damaged we suggest you check all items are present and correct before signing for the parcel. If there are any problems with items missing or damaged REFUSE DELIVERY, contact us immediately and we will make all the arrangements for a replacement.
I have received a faulty item, how do I resolve this?
In the unlikely event that goods are faulty upon receipt, please contact our customer service by writing to us at email@example.com as soon as possible so we can resolve the matter. We will endeavor to make the process of replacement as convenient as possible.
An item is missing from my order, how do I resolve this?
Sometimes we don’t send everything you’ve ordered at the same time, so first of all, check your dispatch notification email to see if any of your items are ‘to follow’.
If the dispatch note says an item should be in your parcel but it isn’t, please get in touch with our customer service team at firstname.lastname@example.org. Providing all relevant details of including your order number, product code and description of item/s will greatly speed up the process time.