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Paypal

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Account Information

How do I log in to my Softballfans.com account?
You can log in to your account by clicking on the "Account" dropdown in the top right hand corner of the Softballfans.com website, and then clicking "Login / Register". Once on the login screen, simply enter the email address and password associated with your account.

How can I retrieve my password?
If you have forgotten your password, click on the Forgot Password? link. From this screen, enter the email address you used to sign up at Softballfans.com and we will email you with recovery details within seconds.

Do I have to create an account to order from Softballfans.com?
No. You may checkout as a guest. When checking out as a guest, we will collect your name, e-mail address, billing address, shipping address, telephone number, and product information. We need this information to process your order and to communicate with you regarding your order. Creating an account is free, quick, and simple - plus an account enables extra options such as wishlists, order history, and enrolls you in our Rewards program. Create an account today and save 5%!

Is the Softballfans.com website secure? What types of security features are utilized to safeguard my information?
Yes. Security is the top priority at Softballfans.com and as such, credit card transactions are handled by established third party banking and payment processors. We do not store credit card information - we simply send the information needed to verify and authorize your payment information to third parties using industry-standard SSL encryption methods. Likewise, when you access your account, the information is kept on a secure server. All of the customer data we collect is protected against unauthorized access by physical security means.

What can I use my Softballfans.com account for?
A Softballfans.com account allows you to checkout faster, store multiple shipping addresses, print order confirmations, track shipments, change your email and password, update your billing and shipping address, view your order history, and create wishlists. You can also get back 5% on each order through our Rewards program by signing up for an account.

Contact

What is the best way to contact Softballfans.com?
The best way to contact a Softballfans.com representative is through email, [email protected], or telephone, . We also offer live chat during business hours (M-F 9 AM - 5 PM EST).

What information should I provide when I call or email Softballfans.com?
When contacting Softballfans.com for information regarding an order, please have your order number readily available. If this information is not readily available to you, please provide your email address or full name used when placing the order. If you are looking for information regarding a product, please provide the manufacturer name, model number, and any other identifying information.

Does Softballfans.com have a brick-and-mortar location or will-call facility where I can physically pick-up my merchandise?
Yes, our facility is located at 3433 Midlink Drive, Kalamazoo, MI 49048.

Ordering

Does Softballfans.com accept phone, fax, email or mail orders?
Softballfans.com accepts orders via the website, email, or by telephone. All phone orders are processed as online orders.

I may have accidently placed a duplicate order. What should I do now?
Call Softballfans.com customer service at 800-672-0822. We will void the order as long as it has not yet been shipped. If duplicate orders have been shipped, please contact customer service and we will advise accordingly.

How can I check my Softballfans.com order status online?
Go to your account at Softballfans.com using the email address and password associated with your Softballfans.com order. Please check your Softballfans.com order confirmation email to confirm the email address associated with your account.

If it has been 5-7 business days past your expected delivery date, please consider the following:
  • Have you checked the status of your order? On the Order History page in your account, you can view the status of your order. Make sure that the Status column lists your order as Shipped.
  • Was your credit card declined? If there was a problem with your payment, you should have received an email from customer service.
  • Was your order cancelled? Periodically, we cancel orders for various reasons. If your order has been cancelled, you will receive email notification.
  • Did you select the correct shipping address for this order? You can see which shipping address you selected for your order by visiting the Order History page in your account, and clicking "Details" next to the order containing the missing item. The address to which your item was shipped is listed.
  • Have you tracked the shipping status of your order? Not all shipments are applicaple for package tracking, but if the status of your order is listed as Shipped, check the delivery status. If you've considered all of the above and you still can't find a reason your order is missing, contact us.

Can I track an order after it has shipped?
When package tracking information is available, you will find it in two places:

  1. Your shipping confirmation email.
  2. Your order history (if you have an account).
  3. If you checked out as a guest, you can check your order status.

Can I add, change, or remove items from my order after it has been submitted?
No. Once an order is submitted, it can only be amended or edited by contacting Softballfans.com customer support. Click here to contact us. Once our warehouses have shipped an order, products cannot be added or cancelled.

How long does it generally take to process an order?
It typically takes us between 1-2 business days to process an order. That is, orders generally ship within 1-2 business days. Once the order has shipped, your estimated time of arrival will be determined by your selected shipping method. You will receive a shipping confirmation email along with a tracking number (if applicable). Estimated shipping dates are based on several factors, including how quickly we can obtain and assemble items for shipment.

How do I request a refund or cancel an order?
If you need to cancel an order or request a refund, you should contact Softballfans.com directly.

What happens if an item is backordered?
Softballfans.com tries to accurately estimate ship dates on a product-by-product basis, however, products will be occasionally backordered by the manufacturer. If this is the case we will have to cancel the order and issue a full refund.

What happens when an item is out-of-stock?
While we do our best to accurately maintain real-time inventory, not all products listed on our site are immediately available for shipping. In such cases, we estimate when items will ship from our facilities. These estimates are based on several factors, including how quickly we can obtain and assemble items for shipment, supplier availability, and carrier delivery schedules. If a product is out of stock, lead times may vary. A Softballfans.com representative should be able to help best estimate the delivery time of a product based on warehouse and manufacturer information.

Does Softballfans.com charge sales tax?
Softballfans.com charges sales tax only on orders being shipped to or billed to a Missouri or Michigan address.

Payment

What payment methods does Softballfans.com accept?
Softballfans.com accepts Visa, Mastercard, Discover, American Express, and Paypal. Items violating Paypal's terms of use policy may not be purchased through Paypal on Softballfans.com.

What credit or debit cards can I use at Softballfans.com?
You can use any of the following credit or debit cards to make purchases at Softballfans.com: Visa, MasterCard, American Express, and Discover.

Do you accept cash, checks, or money orders?
At this time, we do not accept any of the above.

My order was cancelled. Can it be reinstated?
Unfortunately, if we cancel your order, it can't be reinstated. You can always simply re-order the items - we will be happy to assist you. If you have specific questions about your cancelled order, you can contact us.

Can I change the shipping address for an order I've already placed?
If you need to change the shipping address after you place an order, you'll need to contact the Softballfans.com directly.

Can I delete items from my purchase history?
No. At this time, it isn't possible to edit or delete items from your purchase history.

How long does it take for a payment to post to my credit card?
It varies, depending on your payment method. Charges generally post to your credit card within a few business days.

Does Softballfans.com accept payment methods based outside of the United States?
Softballfans.com is not currently able to accept orders or payment outside of the United States.

Why was my credit card charged twice?
While it may appear that you've been charged twice for an order, the pending item you noticed on your bank statement is actually an authorization. Authorizations are the initial communication between our billing system and the bank's billing system. While you may see multiple pending listings in your account, only one charge will be deducted after the authorization is completed. When this final deduction occurs, the charge will be posted to your account as successful. We will not bill an account until we receive an approved authorization from the bank. Authorizations are processed each time you update your credit card, and each time you make a purchase. When you check your bank account, payment authorizations will often be listed as pending. These authorizations can remain in your account anywhere from 24 hours up to 14 business days, depending on the bank. You may contact your bank to confirm the charge for your purchase or to check on the authorization status.

How will purchases appear on my credit card statement?
If you pay via Paypal the charge will appear as Softballfans. The standard format for charges on your statement is: Softballfans.com, but please check your receipt for exact details.

What is a Card Verification Code?
A Card Verification Code, or CVC, is a number that provides extra security to credit and debit card holders, in case an unauthorized person gets a hold of your account number. CVCs are one way to make sure someone has the actual card in his or her possession. The CVC on American Express cards is four digits, and is located on the front of the card, on the right side. Discover, MasterCard, and Visa use three-digit CVCs, which are listed on the back of the card. The CVC is the last three digits of the number that appears on your signature bar.

Why would my credit/debit card be declined when I know for certain that I have the funds available?
A credit card can decline due to an incorrectly entered credit card number, address mismatch, incorrect expiration date, a daily limit, or insufficient credit, among a number of other reasons. Please contact your credit card company for more information. Please note that authorizations may take 24-48 hours to drop off of your pending transactions.

Paypal

How does PayPal work?
PayPal is used to securely send payments over the internet. You can choose to pay from your PayPal account balance, a credit card, debit card, or bank account. To make a PayPal purchase, select PayPal during checkout on the www.Softballfans.com website and choose your method of payment. Your funds are transferred immediately and securely.

How do I create a PayPal account?
To get started, simply fill out the PayPal registration with your desired account type, country of residence, home address, and login information.

How secure is PayPal?
PayPal is highly secure and committed to protecting the privacy of its users. Its industry-leading fraud prevention team is constantly developing state-of-the-art technology to keep your money and information safe. When you use PayPal to send money, recipients never see your bank account or credit card numbers.

How do I contact PayPal customer service?
For the fastest response, you may access the user-friendly Help Center. Developed by the PayPal Customer Service team, this Help Center contains a comprehensive information database. Simply type a question into the search box to receive a complete answer.

If you do not find the information you need in the Help Center, PayPal Customer Service representatives are available to assist you. Send an email for a prompt response or contact PayPal directly by phone:

Customer Service: 1-402-935-2050 (a U.S. telephone number)
4:00 AM PDT to 10:00 PM PDT Monday through Friday
6:00 AM PDT to 8:00 PM PDT on Saturday and Sunday

Returns

How do I return a product?
Before returning a product, please make sure that your return adheres to our Return Policy. To return a product you must request an RMA (Return Merchandise Authorization) by calling us at 800-672-0822 or by emailing us at [email protected].

Of course, you can take an easier route and call customer service at 800.672.0822 or email them at [email protected].

What is the return policy for Softballfans.com products?
You have 30 days to return an item that is unused and in resellable condition. Please see the Softballfans.com Return Policy for more details.

Is it mandatory to have an RMA number in order to return a product to Softballfans.com?
Yes. You must obtain an RMA (Return Merchandise Authorization) number by calling us at 1-800-672-0822 or by emailing us at [email protected]. Softballfans.com will not accept returns without prior authorization and an RMA number.

What address should I send my return to?
Please fill out our RMA request form and you will be provided with a return address.

Can I exchange my product for a different product?
No. Softballfans.com will only replace an item or part if necessary. If you would like to receive a different item, a new order would need to be placed.

Approximately how long will it be before a refund/credit actually appears on my credit/debit card?
Once the returned items have been received, inspected, and approved it takes us approximately 2 business days to credit your account, and depending on your bank, between 2-3 business days to appear on your statement.

Approximately how long does it take for Softballfans.com to process a return?
Please also allow 3-5 business days to process your return after it has arrived at our warehouse.

What should I include with my return?
When preparing your return, be sure your return satisfies the requirements of the Return Policy. Ship the product in a sealed package with plenty of padding. Place a printout of your order confirmation on the inside of the package. Finally, write the approved RMA number on the outside of the package using an indelible marker.

What is the restocking fee?
Softballfans.com applies a 10% restocking fee to orders unless the products are defective.

When and why are restocking fees applied?
Softballfans.com charges a 10% restocking fee on all returned items, unless they are defective. This fee covers any necessary re-boxing and/or re-packaging of the product that will need to be done, and all fees associated with returning the item to stock in one of our warehouses.

Does Softballfans.com pay the return shipping cost for defective merchandise?
Yes. Softballfans.com will pay the shipping costs to have defective items shipped back to us, if the items are determined to be defective according to the manufacturer's specifications.

Does Softballfans.com cross-ship replacement merchandise?
No. Cross-shipping is not available. If you are in need of a new item, please place a new order at your convenience. Softballfans.com will refund your original order when the items are returned to us.

My return package has been received by Softballfans.com, what happens next?
Once a representative in our returns department receives, inspects, and approves the return, a refund will be issued to your credit/debit card via your original payment method.

How do refunds/credits work?
If you request a refund, your original method of payment will be credited between 2-3 business days after your return has been processed and approved.

How is a refund/credit applied?
A refund/credit is applied to the original method of payment.

Can I return a bat once I remove it from the wrapper?
For safety reasons, we are not able to accept returns on bats that have been removed from the wrapper. Only new, unused bats that are still it the wrapper can be returned.

My bat broke and it's still under warranty. Can I return it to Softballfans.com?
Defective or damaged bats must be returned to the bat manufacturer directly. They will be happy to guide you through the bat replacement process. For more information on specific manufacturers, please see our Warranty Information page.

 

Shipping

What are Softballfans.com's shipping rates and policies?
Please reference our shipping rates and policies here.

Does Softballfans.com offer free shipping?
Yes, Softballfans.com offers free shipping on every order shipped Standard Ground to the contigous 48 states.

Does Softballfans.com ship to P.O. Boxes?
Yes, we do ship to P.O. Boxes. However, only orders less than 2 pounds and under $100 can be delivered via PO Box.

When can I expect delivery of my Softballfans.com order?
Please reference our estimated shipping times at the following link: shipping estimates

Are all items shipped via the same method?
In most cases, you will be able to select Free Shipping. Freight items are shipped through various freight companies depending on where the order is being shipped.

How do I get my tracking number?
When package tracking information is available, you will find it in two places:

  1. Your shipping confirmation email.
  2. Your order history (if you have an account).
  3. If you checked out as a guest, you can check your order status.

How can I track my order?
You can track your order online via the shipping carrier associated with your order.

Does Softballfans.com ship internationally?
Shipping charges for international orders are calculated at checkout.
These charges are for shipping only.
In addition to shipping charges, you may incur other import duties or taxes. These duties and/or taxes vary from country to country and are the sole responsibility of the customer. 

Does Softballfans.com ship to APO or FPO addresses?
Yes, Softballfans.com does ship to APO or FPO addresses.

Why was my order sent in multiple packages?
Softballfans.com may decide to package your items separately due to weight or size concerns. The most common reason why multiple boxes are used for a single order is that Softballfans.com has multiple warehouse locations. If items are stocked in different warehouses they cannot be boxed together.

What do I do if my products arrive damaged?
Please contact us to request a RMA (Return Merchandise Authorization). Please specify how the products are damaged so that a Softballfans.com representative can start a damage claim with the shipping company and ship a new product to you. You can also contact customer service at 800-672-0822.

Still Need Help?
If you have any questions that we have not answered in this FAQ, please do not hesitate to contact us and we would be happy to assist you.

Concourse Team Express takes your privacy seriously. Please read the following to learn more about our privacy policy.

What This Privacy Policy Covers

This privacy policy covers Concourse Team Express sites' (BaseballExpress.com, Softball.com, FootballAmerica.com, TeamExpress.com) treatment of personally identifiable information you submit to us when you enter into our web site and when you use Softball.com services. Be assured that your registration information is handled confidentially and privately and we will protect this information. Please note, however, that we may share your information with governmental agencies or other organizations assisting us in fraud prevention and investigation, and in instances where Softball.com's rights are threatened. We may do so when: (1) required by law; (2) trying to protect against or prevent actual or potential fraud or unauthorized transactions; (3) investigating fraud that has already taken place; or (4) protecting the rights of Softball.com. In addition, in the event of a merger or acquisition of Softball.com, the sale of substantially all of its assets related to the operation of this site, or other change of corporate control, information collected through this site may be transferred to or controlled by the surviving or successor entity.

We may use information concerning you, including personal information you provide to us, in order to contact you with offers and news concerning our products and services or those of our affiliated companies that we believe may be of interest to you. We also may share such information with our affiliated companies for use by them in order to contact you concerning offers and news that they believe may be of interest to you. You may opt-out of an email marketing list, if you so desire, by using the opt-out functionality and/or information found on any given marketing email, and you will be then be removed from that list in a relatively short period of time.

We use third party companies to help us provide our products and services to you. Some of these companies are given access to some, or all, of the information you provide to us and may use cookies on our behalf. These companies are contractually restricted from using your information in any manner, other than in helping us to provide you with the products and services available on our site.

Links

This web site contains links to other sites. Please be aware that we are not responsible for the privacy practices of such other sites. We encourage our users to be aware when they leave our site and to read the privacy statements of each and every web site that collects personally identifiable information. This privacy statement applies solely to information collected by our Web site.

Information We Store On Your Computer

In order to customize our sites to your needs and offer you personalized services, we use "cookies". A cookie is a small piece of data that most browsers accept and store on your computer's hard drive. We use cookies solely to let us know when you are visiting our site and to remember your past visits. Browsers are designed so that we cannot look at other sites' cookies and they cannot look at ours. If you configure your browser to not accept cookies, you can still visit Concourse Team Express sites and place orders online, but some of our helpful site enhancements may not work for you.

Web Site Security

All orders submitted through Concourse Team Express sites are encrypted using the latest 256 bit SSL (Secure Sockets Layer) technology. This protection means it may actually be safer for you to use your credit card over the Internet rather than using it in a store. When your browser is in secure mode, you should see an unbroken key or padlock icon near the bottom of your browser window.

Children's Information

We do not knowingly collect or solicit personal information from anyone under the age of 13 or knowingly allow such persons to register. If you are under 13, please do not send any information about yourself to us, including your name, address, telephone number, or email address. No one under age 13 is allowed to provide any personal information to us. In the event that we learn that we have collected personal information from a child under age 13 without verification of parental consent, we will delete that information as quickly as possible. If you believe that we might have any information from or about a child under 13, please contact us at Customer Service. We recommend that minors over the age of 13 ask their parents for permission before sending any information about themselves to anyone over the Internet.

Changes To This Privacy Policy

Concourse Team Express may amend this policy from time to time. If we make any material change to this privacy statement we will notify you by posting a prominent announcement on our home page; however, any personal information we receive will be treated in accordance with the privacy statement that is in effect a the time we receive such personal information. We encourage you to review this policy whenever you visit the site to make sure that you understand how any personal information you provide will be used.

All Concourse Team Express orders are processed by Team Express. All credit card purchases will show Team Express as the merchant on credit card billing statements. All order process customer service issues will be conducted by Team Express Customer Service Agents.

What You Can Do

If you feel that this site is not following its stated privacy policy, please contact us immediately.

Further Information About Your Privacy Rights