F.A.Q.s

Delivery Information

What delivery options are available?

Our delivery options are carrier dependent, we offer next day delivery options in Qatar, Saudi Arabia and Pakistan.

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 support@fireoxsports.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 support@fireoxsports.com 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 support@fireoxsports.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 support@fireoxsports.com. Providing all relevant details of including your order number, product code and description of item/s will greatly speed up the process time.

Payment Information

What payment methods are accepted?

Payment methods available through the website are:

  • Visa
  • Mastercard
  • American Express
  • Diner’s Club
  • Discover
  • JCB
  • PayPal
How long it will take for order to be put through security check?

Normal process times will be within 24 hours. When your order has been processed you will receive either an order confirmation email which confirms authorization was successful, or an email detailing any payment problem including what to do next.

Are my details retained for future orders?

We do keep records of your name, address and records of previous orders. If you have ordered previously via the website, you should have a login with which you can place an order more quickly. We do not store your credit card / debit card details on our servers, all payments are processed by our secure payment partners and all credit card and debit card details are entered on our payment partner’ secure web servers.

When will I be charged?

You will be charged when you place an order.

How can I cancel an order?

If you wish to cancel your order, please email us at support@fireoxsports.com with your order number and product details. If your order has not been dispatched from our warehouse we may be able to cancel your order.

If your order has left our warehouse and or dispatched then it’s likely we have validated payment and cannot guarantee the order can be cancelled (please note if you have ordered personalized products it is very unlikely we can cancel once payment has been validated and goods sent for processing ) we ask that you contact us as soon as possible (please write to us at support@fireoxsports.com) and we can check if this is possible.

If goods have been dispatched, you may return them but please check our returns policy and Terms and Conditions as some items/services may be excluded.

What is the security check?

For your security, every single order goes through a security check. The security check has been put in place due to increased anti credit card fraud procedures. If you had placed a recent order our system will notice this and flag up the new order to be checked to ensure it is not fraudulent or a duplicate. In the case of your details failing this check you will be contacted by email/phone and asked for some alternate or additional information so that we can validate your order. Please make sure you are supplying the correct billing name/address information, so your order is dealt with quickly.

Returns and Exchanges

Our Returns Policy

You can return any item within 14 days of receipt for a refund of that item or to exchange it for a different size/color/item.

In all cases, the items returned must be in their original condition, which includes any packaging. All goods will be inspected on return. The goods are your responsibility until they reach our Warehouse. Please ensure you package your return to prevent any damage to the items or boxes.

We do not offer a free returns service. We will refund the monetary value of the goods returned to us, at the price you purchased them. All refunds will be for merchandise only, we cannot refund shipping costs unless the item was sent in error.

If you wish to return goods for exchange or refunds, you can either send the goods back using their original packaging with a courier of your choice. Please understand that we cannot accept COD’s or packages marked “Bill Recipient” and please keep the receipt or tracking number of your returned package in the event it is delayed or lost in transit.

Most importantly we suggest you use a recorded method of carriage to return the goods to us (check which is appropriate with carrier, we can be reached on support@fireoxsports.com). We cannot be held responsible for items lost or delayed in transit on the way back to us.

What happens if there is a fault with a product?

As an online business, we aim to provide a Returns service that is totally hassle-free for you.

If you find a fault has occurred with a product please return the item in a clean and dry condition. Please contact us at support@fireosports.com.

Make sure you include a covering note with your name/address/contact telephone no. or email address, clearly explain the reason for return along with the outcome you would like (Replacement, Exchange or Refund). We endeavor to deal with returns within 3 – 5 working days, however this may extend at busy times of the year. Most importantly we suggest you use a recorded method of carriage to return the goods to us (check which is appropriate with carrier, we can be reached on support@fireoxsports.com). We cannot be held responsible for items lost or delayed in transit on the way back to us.

My return was processed but I wasn’t refunded my delivery charge?

If goods are returned as unsuitable or for exchange of size, we will not refund either your returns cost or the original postage charge. If an item is faulty or we sent the wrong item to you then we will cover cost of return. For more information, please see our Returns Policy.

Warranty

Willow and cane are natural materials used by FIREOX in accordance with the laws of the game, these materials naturally deteriorate with use and even with the best preparation, cannot be made impervious to the effects of poor quality balls, mistimed shots, yorkers, excessive tapping, general wear and tear etc. As a result it is impossible for any manufacturer to accurately predict the life expectancy of a cricket bat. FIREOX Cricket Bats are warranted for 12 months from the date of purchase. The warranty covers manufacturing and material defects. It excludes damage caused by poor quality balls, mistimed shots, Yorkers, tapping and normal wear and tear.

We manufacture the bats very carefully to provide the highest levels of performance and durability, but we are dependent on you, the owner and player to continue our work by preparing, protecting and maintaining the bat in accordance with our recommendations. Please click here to read more on taking care of your bat.

If you are making a warranty claim and you wish to send your bat back to us please write to us at support@fireoxsports.com and a member of our customer support team shall get in touch. If you wish to have your bat repaired under non-warranty work, please click here for our Bat Repair Services.

Can personalized items be exchanged?

All personalized product cannot be exchanged so please ensure to order the correct size when purchasing.

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.

How do I return a product if I’m not happy with it?

If you find that the product is unsuitable please return it in it’s original condition unused with all packaging and tags intact within 30 days of receipt for either refund or exchange. We do not offer a free returns service.

Most importantly we suggest you use a recorded method of carriage to return the goods to us (check which is appropriate with carrier, we can be reached on support@fireoxsports.com). We cannot be held responsible for items lost or delayed in transit on the way back to us.

I have been refunded the incorrect amount?

We are very sorry if we have made a mistake on your refund. Please get in touch with us at support@fireoxsports.com and we will try and sort it out for you as soon as possible. The following may affect the amount you have been refunded:

  • The delivery charge, which would only be refunded if the goods are faulty.
  • Any discounts that were applied at the time of sale, which may not now be applicable.

We may have refunded you less returns costs. If you have refused the delivery of your parcel, or not contacted the courier/mail service after they have attempted to deliver to you, you are then liable for the return charges made by the courier to have it returned back to us. This amount varies depending on where the parcel is returned from and its size.

Have you received my returned goods?

As soon as your return has been processed by our warehouse, we’ll email you to let you know, if you have requested a refund then this will have been processed at this point.

If you have not received notification that we are processing the return firstly track the parcel with the courier you sent it with to confirm it’s reached us, if it hasn’t they will investigate for you. If it is confirmed at FIREOX please contact our Customer Service team straight away by writing to us at support@fireoxports.com and we’ll resolve the matter quickly.

I returned an item and it was incorrectly refunded or replaced

We are really sorry if we made a mistake when processing your request.

If you were expecting a replacement and got a refund instead, this maybe because we were unable to exchange the item for what you wanted due to stock availability and could not reach you for an alternative decision on what you would prefer. In this instance we would automatically issue you with a refund, so you have the choice to purchase whatever goods you want instead.

If you were expecting a refund and we sent you replacement goods, Please get in touch with our customer service team at support@fireoxsports.com and we will resolve the problem as conveniently as possible for you.