FAQ
Frequently Asked Questions
Welcome to the Sportive Club Frequently Asked Questions page. Here you can find answers about orders, shipping, sizing, payments, replacements, and customer support.
Orders
How do I know whether my order was confirmed?
After completing your purchase, you should receive an order confirmation at the email address provided during checkout. Please check your inbox and spam folder.
When will my order be processed?
Orders are generally processed within 1 to 3 business days after payment confirmation. Processing may take longer during promotional periods, holidays, inventory reviews, or payment verification.
Can I cancel or modify my order?
Cancellation and modification requests can only be considered before the order enters processing or fulfillment.
Once an order has entered preparation, fulfillment, or shipping, we may no longer be able to cancel it or change the address, size, color, or product.
Please contact support@sptvclub.com as soon as possible.
Shipping
How long does delivery take?
Delivery times depend on the destination, carrier, customs procedures, and local transportation conditions.
Processing normally takes 1 to 3 business days. The estimated shipping time will be displayed during checkout or on the applicable product page.
Delivery dates are estimates and are not guaranteed.
Will I receive tracking information?
Yes. Tracking information will be sent by email when it becomes available.
Tracking may take a few business days to become active after shipment.
Why has my tracking information stopped updating?
International shipments may remain without a new tracking event while traveling between facilities, countries, or local carriers.
This does not necessarily mean that the package is lost.
Tracking information is updated whenever the carrier scans the shipment at a new logistics location.
What should I do if my order is marked as delivered but I cannot find it?
Please complete the following steps:
Confirm that the shipping address is correct.
Check around the delivery location.
Ask household members.
Check with neighbors, reception staff, or building management.
Contact the local carrier.
After completing these steps, contact support@sptvclub.com with your order number and the email used during checkout.
What happens if I provide an incorrect address?
Customers are responsible for providing a complete and accurate shipping address.
If an order has not yet entered processing, we may be able to update the address.
Once the order has been shipped, address changes may no longer be possible.
Additional shipping charges may apply if a package is returned or requires reshipment because of incorrect customer information.
Products and Sizing
How do I select the correct size?
Please review the size chart available on the product page before ordering.
For better accuracy, we recommend measuring your feet in centimeters and comparing the measurement with the applicable size chart.
Sizing may vary between products and manufacturers.
Are product colors exactly the same as shown online?
We make reasonable efforts to display product colors accurately.
Minor differences may occur because of screen settings, lighting, photography, and manufacturing variations.
Payments
Which payment methods do you accept?
Available payment methods are displayed during checkout and may vary according to the customer location.
Payments are processed through secure third party payment providers.
Why was my payment declined?
Payments may be declined because of incorrect billing information, insufficient funds, card issuer restrictions, security screening, or payment provider decisions.
Please confirm your information or contact your financial institution.
Can my order require additional verification?
Yes. Certain orders may require identity, billing, address, or payment verification before fulfillment.
These procedures help protect customers and Sportive Club against unauthorized transactions.
Returns and Product Issues
What should I do if my product arrives damaged or defective?
Contact support@sptvclub.com within the eligibility period stated in our Return and Refund Policy.
Include your order number, a clear description of the issue, photographs of the product, photographs of the packaging, and a video when requested.
Our team will review the information and determine the appropriate resolution.
What should I do if I receive the wrong product?
Contact our support team and provide clear photographs of the item received, the packaging, and the product label.
Once the issue is verified, we will provide the appropriate instructions.
Can I return a product without contacting support?
No.
Products must not be sent to our mailing address without prior authorization.
Unauthorized returns may not be accepted or processed.
Customer Support
How can I contact Sportive Club?
support@sptvclub.com
Customer Support Hours
Monday through Friday
9:00 AM to 5:00 PM Mountain Time
We aim to respond within 1 to 2 business days.
Response times may be longer during holidays, promotions, or periods of high demand.